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I've Repeatedly Tried To Install Roxio Creator 2012 Professional Without Any Success


Neil Cook
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I've repeatedly tried to install Roxio Creator 2012 Professional (upgrade from 2011 which installed without a problem) without any success. The DVD does not start the install program, when I open the DVD and double click on the install program, the same thing happens - nothing!

I've posted the problem to Roxio's tech support. They suggested copying the DVD to my desktop and trying to install from there, no luck. Since I purchased the boxed product they won't send a replacement DVD or allow me to download.

And, now I haven't heard from them in a week. This is the second post to this forum, it seems that either Roxio took down my first post or I can't find it any more. No one has replied to that post.

I'm running Windows 7 Professional 64 bit (SP1) on a Dell Precision M6500 laptop with an Intel i7 processor and 8 Gb of memory.

Very frustrated.

The Roxio 2011 installed fine. The Roxio 2012 Pro installed on my old laptop running Windows XP SP3.,

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I've repeatedly tried to install Roxio Creator 2012 Professional (upgrade from 2011 which installed without a problem) without any success. The DVD does not start the install program, when I open the DVD and double click on the install program, the same thing happens - nothing!

I've posted the problem to Roxio's tech support. They suggested copying the DVD to my desktop and trying to install from there, no luck. Since I purchased the boxed product they won't send a replacement DVD or allow me to download.

And, now I haven't heard from them in a week. This is the second post to this forum, it seems that either Roxio took down my first post or I can't find it any more. No one has replied to that post.

I'm running Windows 7 Professional 64 bit (SP1) on a Dell Precision M6500 laptop with an Intel i7 processor and 8 Gb of memory.

Very frustrated.

The Roxio 2011 installed fine. The Roxio 2012 Pro installed on my old laptop running Windows XP SP3.,

 

What does the bold text above mean, in as much detail as you can explain.

 

If the program installed on a laptop with XP the installation DVD isn't the problem!

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when I open the DVD and double click on the install program, the same thing happens - nothing!

I insert the DVD in the drive. Windows 7 opens a notification window (Autoplay) two choices: "Run Setup.exe" and "Open the folder to view files". I've tried both options with the same results. With "Run Setup.exe" I get "Do you want to allow the following program from an unknown publisher to make changes to this computer?" Program name: Setup.exe, Publisher: Unknown. File origins: CD/DVD drive, with options "Yes" and "No". I select "Yes" and cursor switches to a busy state (arrow with a progress circle), the drive spins and then stops and the cursor goes back to normal state (just the arrow). If I make the other selection on the Autoplay window "Open the folder to view the files" and then double click on "setup.exe" I get "Do you want to allow the following program from an unknown publisher to make changes to this computer?" Program name: Setup.exe, Publisher: Unknown. File origins: CD/DVD drive, with options "Yes" and "No". I select "Yes" and cursor switches to a busy state (arrow with a progress circle), the drive spins and then stops and the cursor goes back to normal state (just the arrow) - the same as when I select "Run Setup.exe".

 

I would have to agree that there is nothing wrong with the DVD. I've copied the contents of the DVD disc to a folder on my desktop (Roxio 2012 Pro Disc 1) and double clicked on "setup.exe" in that folder and have gotten the same results - cursor shows busy state, then returns to normal and no installation starts.

 

I've checked Task Manager and there are no applications left running with any of these actions. I've also looked at the processes running and haven't found anything that seems to be a setup or Roxio or Corel process, EXCEPT for Roxio Burn (from Roxio 2011). I've attempted to end the Roxio Burn process and the process tree, but it doesn't seem to end - it keeps appearing in Task Manager Processes. This may not be an issue, I honestly don't know, but if the install finds a version of the program it's going to install, often it doesn't continue (but says to exit the program). I can't find how to turn that off having Roxio Burn open everytime I insert a disc.

 

They suggested copying the DVD to my desktop and trying to install from there, no luck.

They is Roxio Tech Support. (as I mentioned above) I copied the contents of the DVD to a folder on my desktop and double clicked on "setup.exe" in that folder and setup.exe did not do anything.

 

I'm certain that there is some "hidden" setting or conflict that I'm over looking and Tech Support is also missing.

 

If you have any suggestions, they would be greatly appreciated.

tia

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I haven't gotten a response to this last post, nor any further responses from Roxio/Corel. The other discussion on this topic also mentions having installede XP Mode. I wonder if that's involved.

While I understand that this is a user and voluntary forum, I'm a bit disappointed that the same responses are offered (with a bit of attitude) and Roxio/Corel offers NO solutions - replacement DVDs, suggestions (other than try again from the HDD).

Not very encouraging. Roxio Creator Pro 2012 is not the only program that does the things Roxio/Corel claim are so great. The product is only of value if I can install it and use it.

Also, no one has suggested that the upgrade is the problem, and Roxio/Corel hasn't offered to replace the upgrade DVD with a clean install DVD. I can certainly supply the registration and key information about all of the preveious versions of Creator I have purchased, installed and used.

Very disappointed and unsatisfied (if Roxio/Corel is monitoring this forum).

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Just did that - right click on desktop folder "setup.exe" and click "run as administrator". New result (still doesn't install):

Install stopped with Windows error (sorry, missed the first message, but was about sending information to Microsoft to help fix the problem).

Second window message:

 

Files that help describe the problem:

C:\Users\Neil Cook\AppData\Local\Temp\WERDB74.tmp.hdmp

 

By the way, setup.exe has Publisher: Unknown. That seems odd.

Just did the same thing - right click on desktop folder's "setup.exe" and click "run as administrator" now the original results - nothing happens. Which obviously, is odd. Two different results from the same action on the same computer. Computers are supposed to be consistent if nothing else.

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If you list either the contents of the DVD or the folder of the DVD on the computer and click on Setup.exe and run as administrator, the window that opens to confirm running a program that will make changes to the computer, says "Publisher: unknown" I would have expected to see "Roxio" or "Corel"

Is it possible that this DVD is from a production run that had a defective "Setup.exe" included? There seem to be others with similar installation problems. Except that this DVD did install on a second computer that I have (also running Windows 7 Professional SP1, but without XP Mode setup).

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Except that this DVD did install on a second computer that I have (also running Windows 7 Professional SP1, but without XP Mode setup).

 

 

Oh, forgot to respond to the second part of your response - no, I'm not installing in any compatibility mode.

 

What do those two bold text statements mean?

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poor typing!

 

I'm trying to help but it's difficult when you say things that don't jive!

 

When I ask for clarification you tell me poor typing?

 

I re-read this in post # 1.

 

I purchased the DVD online directly directly from Roxio) and so tried to copy the DVD to my desktop. The DVD won't copy over successfully. I know my DVD drive is fine. There are just certain files on the DVD that have read errors.

 

If you got read errors trying to copy the DVD to your hard drive, the disc may be the problem.

 

Look at your installation disc is it a pressed disc or does it look like a burned disc?

 

What color is the side that would go down in your DVD Drive?

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Digital Guru - you asked what the bold type in my prior post was, and my response was poor typing - I apparently hit ctrl "B" and what I typed after was bold. I'm not sure what doesn't jive. It doesn't matter. I'll accept you are trying to help.

The Roxio Creator Pro 2012 DVD is pinkish (not silver and not blue) - both DVD 1 and DVD 2. The Roxio Video Cature USB disc is blue. The Roxio Creator Pro 2011 is also pinkish. The Roxio Creator DE 10.3 disc that came with the laptop from Dell is silver.

The first time I tried to install the product, it wouldn't read the DVD, at Ramon's suggestion (from Roxio/Corel tech support) I tried to copy DVD 1 to my desktop. I got the same read error on the disc. Subsequently, I was able to copy DVD 1 to my desktop. I can't explain why it worked one time and not the first time(s). I find that strange and am at a loss as to why that would be.

By the way, the Roxio Creator Pro 2011 disc is pink also.

Ramon sent a list of steps to try - which I had already tried and told him I had done so - but they did not solve the problem.

1. Windows Updates - are automatically installed, and are/have been up-to-date

2. Install the latest video card drivers. The laptop is new from Dell and I regularly check for updates to drivers. They are up to date

3. Update Microsoft DirectX - the version installed is the latest and has been from the beginning of this problem.

4. Update Windows Media Player - the version installed is the latest and has been from the beginning of this problem.

5. Update the Burner's firmware - the article referenced on the Roxio/Corel website no longer exists! Having regularly checked for updates from both Microsoft and Dell, the drivers, firmware and OS software is up-to-date.

6. Log in as Administrator - since I maintain physical security to the laptop I always log in as the Administrator.

7. Turn off all background processes. I've used MSConfig to not load any processes except Microsoft/Windows required processes and this has not helped resolve the installation problem.

 

I find Roxio/Corel tech support inattentive and obviously not helpful. They have asked me to do the same things I stated I did in my e-mail to them.

 

This is an upgrade, so uninstalling all Roxio products will not work, I've tried it and still can't install the 2012 version.

 

I suspect that this problem will take up far too much of our time without a solution, or even progress towards a solution. I only see two possible solutions. One would require Roxio to support their product and send replacement DVDs that they have tested and work. The other is mine - stop trying to install this product, because it won't install and throw the DVDs in the trash and use a competitor's product. Sony has a suite of products that can do significantly more than Roxio's Creator, with a lot more sophistication. Nero has a product that is a direct competitor to Roxio's Creator. Unlike Rodger, I use multiple products for some tasks so that I have a choice - simple or complex, detailed or straight forward. Some of my tasks require detail work and sophistication that Roxio can't come close to, so I use Sony's products (Vegas, Sound Forge, Acid Pro, Cinescore and their DVD and CD burning utilities). Some tasks are simple and straight forward, for which I used Roxio (or Nero).

 

So, I don't need to use Roxio. I choose to use it for my own reasons, but can abandon their products tonight and not experience any problems.

 

I also have over 27 years in IT management, including CIO of a Wall Street firm. Being semi retired I don't have access to the technical staff I used to have, but do have a lot of experience with tech support, and the support I've been experiencing is not good at all. I understand problem solving, I understand the technology, I understand all of the suggestions and statements that are useless and the stall and smoke screens. I'm running out of patience with this product and problem. Very soon I'll dispose of all of the Roxio discs and not look back (well, I will write a few reviews about the product and support)!

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Oh, you all can take my last post however you'd like - as an honest assessment of my experience and problems with the product, that are echoed by others, or as a rant and just ignore me.

What you, Digital Guru, choose to do is up to you. What Roxio does is up to Ramon and the rest of the company. I don't know who you are, Digital Guru, but you haven't help solve the problem, or move towards a solution.

Two things are obvious - the product doesn't install on my laptop, but does install on my workstation. Anyone want to offer a suggestion as to why? And secondly, the production run of these DVDs had some problems.

Finally, from a purely business stand point, the amount of time Roxio Tech Support, Digital Guru, and I have invested in this problem is worth many times more than the cost of the product and the cost of replacing the DVDs with DVDs that have been tested and work. Financially, this is a loss. A company's reputation is many times more valuable than the product they sell, and almost impossible to repair. My confidence is just about completely gone. Refunding my money is not what I'm looking for. I've invested many times the cost of the product already. Solve the problem or lose a customer. I've done everything everyone has said to do and there is NO progress towards a solution, nor has anyone taken ownership of this problem.

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Oh, you all can take my last post however you'd like - as an honest assessment of my experience and problems with the product, that are echoed by others, or as a rant and just ignore me.

What you, Digital Guru, choose to do is up to you. What Roxio does is up to Ramon and the rest of the company. I don't know who you are, Digital Guru, but you haven't help solve the problem, or move towards a solution.

Two things are obvious - the product doesn't install on my laptop, but does install on my workstation. Anyone want to offer a suggestion as to why? And secondly, the production run of these DVDs had some problems.

Finally, from a purely business stand point, the amount of time Roxio Tech Support, Digital Guru, and I have invested in this problem is worth many times more than the cost of the product and the cost of replacing the DVDs with DVDs that have been tested and work. Financially, this is a loss. A company's reputation is many times more valuable than the product they sell, and almost impossible to repair. My confidence is just about completely gone. Refunding my money is not what I'm looking for. I've invested many times the cost of the product already. Solve the problem or lose a customer. I've done everything everyone has said to do and there is NO progress towards a solution, nor has anyone taken ownership of this problem.

 

I take your posts as just another rant and will ignore it. The problem is not with the program but may well be with the actual discs you received. There was a problem with some of the production discs as was posted on in many threadsOn the other hand you state it installed properly on your desktop but will not install on your laptop. That clearly shows that there is nothing wrong with the program but that there is a problem with your laptop.

In all of your rants you can substitute Nero, Corel, Vegas or whatever for Roxio and you will get similar posts in the respective forums.

 

Goodbye and good luck

Edited by myguggi
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Now back to our regular scheduled program.

 

Delete any previous copies of the disc on the hard drive.

 

Clean the installation disc with warm water and wipe with a soft cotton cloth across the disc, physically look at the disc is it clean, dry, no finger prints?

 

Now put the disc in your laptop DVD drive and copy the installation disc to the hard drive of the laptop.

 

Watch what happens when copying, if any errors appear take note and let us know.

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So many "Digital Guru"s one could become very confused.

First, since the program never installed on the laptop, installing it on my workstation was NOT in violation of any agreement. I guess you missed that part of my post - the PROGRAM DOES NOT INSTALL ON MY LAPTOP! (that's not a typo, that's intentional - the caps).

Next, I realize you are not Roxio employees. At least you do not identify yourselves as Roxio (or Corel) employees, and that's all I have to go on.

Next, Roxio, specifically Ramon, has suggested and implied the same things suggested here. The problem still exists for me (and for Rodger) so there has been NO PROGRESS TOWARDS A SOLUTION. (as an aside, I would have done the same thing as Rodger said about my Support personnel had this happened at my company, in fact my Data Center manager was put on notice when he responded to a support request in a similar fashion).

Next, remember folks the product is non-functioning, the repeated insistence that there is nothing wrong with the program, but something MAY be wrong with the DVD doesn't change the fact that the program can NOT be used as we have paid for it to be used. I couldn't care less whether there were a bug in the program or, as is the case, the program won't install (or won't install correctly).

Next, the insistence on "nit picking" about bold type, statements about information "not jiving" are rants. You may call my posts rants, I may have even started one saying I was going to rant, but I've tried to just state facts, describe the situation, respond to questions (no matter how inane they were, and how unhelpful they were) and finally make statements about what I felt (go ahead and tell me I have not right to feel the way I do because this is a discussion board of non-Roxio people "trying" to help, and how in the world do you know how I feel, and where to you get off telling me my feelings aren't valid, appropriate, expressed in the wrong forum, or what ever you want to say about them).

Next, Roxio/Corel says they monitor this forum. I've gotten responses from Roxio/Corel "tech support" that has been identical to what is being posted here.

Next, no one comments on the repetitive suggestions - do the same thing over, and over again - even though they did not work the first time. Is there something I'm missing or I don't know about computers? Do they not do the same thing every time those steps are performed? I recall from the early 1970's IBM and Digital Electronics touting that was one of the benefits of computers - the ability to always to the same thing every time (and their speed).

Next, how am I supposed to install an upgrade to Roxio Creator Pro 2011 when the program isn't installed on my laptop? It's an upgrade and every upgrade I've ever installed first checks for the prior version. Roxio Creator Pro 2011 was an upgrade and did that. Roxio Creator Pro 2012 did that when it did install on my workstation.

Next, Rodger's comment, including a fair estimate of the cost, and my suggestion, that replacing the DVDs with DVDs that have been tested and work, seems like the quickest, most reliable, cheapest solution to this problem. The problem with that solution appears to be the need to admit there is a problem with the DVD production run. I know I would have much more confidence in Roxio/Corel if they were to take that course (I suspect, Rodger would also). In addition, if all of the people on this forum were to suggest that we'd have taken a step towards resolution, instead of going on and on with repeated suggestions suggestions, and finger pointing (fortunately, all the "Guru's" have stopped short of name calling, but I expect that is next, you are free to do that, I've heard all the names you can shout). And why is it that all the "Guru's" have so much time on their hands to drag this on, seem to have no interest in resolving the problem ("I'm trying to help you" is a nice jester, but none of the suggestions have worked, it's time to take a different approach).

Finally, do you "Guru's" really think, after all this time that Rodger and I haven't thought about cleaning the DVDs? Or do you think we don't know how to clean a DVD? Really, "check that the DVD is dry"????? Next, you'll suggest that I have something wrong with the DVD drive - Ramon suggest exactly that in his last post to me (are you listening Ramon?). The drives and firm ware are fine, up-to-date and the drive works - how would I have been able to even look at the contents of the DVD, copy the DVD to my desktop, and do you really think I've not used the drive for anything else - read, write, dance with (hahaha)??????

 

Come on guys, stop wasting time. Get realistic. I've been able to install lots of programs using this drive, on this laptop. It functions fine, except for the installation of Roxio Creator Pro 2012. I even suggested that there may be a conflict that is very obscure and unique, and that it is puzzling that the same DVD installed on my workstation, and asked if anyone had an idea as to what would cause that behavior. No one took that line of thought (remember I have completely turnoff all start-up processes and attempted to install from a "clean" state).

 

Go ahead, as I said before (1) make a progressive suggestion or (2) tell me I'm ranting and you'll ignore me. I know what I'm going to do, I have stated my goal - get the program installed and working (yes, I have other programs that do exactly the same things and more, but I purchase this product and want it working as the "agreement" says it should).

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Who is Ramon? I know that you did not open the link or you would have commented on the "Corel" account information.

 

Please post a dxdiag evaluation on the computer where you cannot install the program. Read this.

 

Read responses please and don't be so full of yourself.

Edited by sknis
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I don't know who moved my comments to a new thread, which I understand and agree makes sense. I had no conscious motive to High Jack the thread. My first post on this topic was my first post to this forum. I was looking for a solution to my problem and Rodger's thread seemed to be the same as my problem and assumed (incorrectly) that I would be adding to the discussion. I noticed that some people got confused, and for that I apologize.

Whomever moved my thread, please move the most recent post also. Maybe I'm just looking too soon for those posts.

thanks.

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Ramon is the person that responded to the Roxio website http://corel.force.c...6AAA&lang=en_US

as to your comment about Roxio/Corel, notice the URL has both Corel and Roxio in it. Honestly don't know which company owns which company or product and don't think it matters.

Ramon sig line:

Ramon

Corel Customer Support Services

I will repost my laptop dxdiag evaluation. But, I believe I posted that before. No problem posting it again. It's attached.

DxDiag.txt

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