No Access To Roxio Support

[Liz Woolley]

I bought and downloaded Easy CD and DVD Burning from the Roxio website. (also the Extended Download Service)

I've had huge problems installing this, and wanted to access the Roxio Support, but find I need a 'support code' which I am meant to have been sent after registering the product. I registered the product, and can see it listed as such when I sign in to their site, but have nothing from them that is a code. Am I missing something here - maybe someone can tell me how to get in touch with Roxio?

 

Failing that, maybe someone can tell me how to sort the installation, bearing in mind I'm not a techie,

I'm using an Asus Notebook with Windows 8. In brief - installed the program, which didn't work, various problems. Read that removing and reinstalling Asus Splendid should cure this. Did that and it didn't! Now Roxio and some other programs failing/seized up. Did system restore. Have tried twice more to get Roxio working, but now installation gets part way through set up/installation wizard and demands I 'install Roxio Creator NXT before installing content.' As I haven't got that, I've reached a dead end.

 

Thanks for reading this, any advice (in simple words please) would be appreciated!

[Brendon]

Liz,

 

Thanks for your good work so far. My version 14 is RoxioEasyCD&DVDBurning_LC49CXD2ECD [it's in the file MSTRID.txt in the root of the disc, Jim] and I'm presently searching through its files to rule out any mention of Creator NXT in them.

 

Are you sure you've never had any other Roxio suite on your computer?

 

Regards,

Brendon

[Jim_Hardin]

Thanks Brendon, I did not pull mine out ~ somehow it has sifted to the bottom of my Old Software drawer and I never go in there without a safety rope

[Liz Woolley]

Thought I'd just report back on this issue, which is now resolved, as opposed to solved!

 

Around the time I started posting on here, after spending a very long time going round in circles on the help/support site, I'd sent a general request off to Roxio asking about how I could get a 'support code' to enable me to contact them about my problems. (I eventually did get a reply and link to Corel site which I couldn't enter as it didn't recognise my email, and wouldn't let me register a new account as my email was 'already in their system!')

On finally making contact with the details of the problem, (on 4th) I've thence been communicating with Ralf, emails and eventually a very long live chat remote session (1 am this morning until 3.30 or after!)

He stripped everything out, ran the download and hit exactly the same problem as I did, and concluded it was 'weird.' He has eventually sorted out my problem by very kindly installing Creator NXT instead for me.

 

So - my problem is resolved, but the cause is still unknown!

Again, many thanks for your time, and also contacting Customer Service on my behalf.

[Jim_Hardin]

Nothing like a courtesy upgrade to make your day

 

Brendon thinks he may have found it so we might have a way around this for the next one!

 

Really appreciate your Patience and understanding in this matter

[Jim_Hardin]

Tat code will come by email.

 

Please elaborate on any error messages you are getting?

I not understand an NXT message with this product?

[Liz Woolley]

I've kept all the emails from Roxio, they had links to confirm registration and activate my account, I did all that, but I haven't got a code from Roxio, just a 'welcome to the Roxio family' email, with details of various Roxio products. On the site I can see my program is registered

 

The error message just said ' You must install Roxio Creator NXT before installing the content' which I obviously can't do!

I used Roxio on my previous laptop with no problems at all, but that program won't work on Windows 8, so I bought this one. I'm regretting it!

[Jim_Hardin]

Lets not get too carried away blaming the software when this looks more like a PC maintenance issue... I have installed the Red Box versions from it's inception in Ver 6 through the current version 14 without a bump. Multiple PCs, multiple OS's.

 

Have you ever had NXT on this computer? - I am asking because they don't even share a common version (NXT being 15)

 

Also do some looking for that email. It sometimes ends up in your Spam folder or even heard of the mail provider blocking it. It looks like this:

 

 

I do have a method in mind, but I want to get a clear picture of what all is going on there

[Liz Woolley]

There really is no email anywhere on my computer with a code, just the ones I've mentioned.

 

I've never had NXT, not even any of my previous computers, this is the only Roxio program I've tried on this new one.

[Jim_Hardin]

Thanks!

 

This is what I want to try...

 

Set up a new User Account, making sure it has Administrator Privileges.

 

Reboot, logging on to that account.

 

Try the install (fingers crossed )

[sknis]

Just to clarify, Jim means a Windows User Account.with Administrator Privileges..

[Liz Woolley]

I'll certainly try this in the morning - it's mid evening here now, and I'm out now for a few hours.

 

Many thanks!

[Jim_Hardin]

Thanks for that Steve!

 

Yes Liz, by all means do not tackle these things when it is late

[Liz Woolley]

I've now created the new user account as you suggested, (with administrator priviledges) downloaded again, and tried the installation.

 

Unfortunately, the result is exactly the same - messageabout Creator NXT, then installation rolls back!

[Brendon]

Liz,

 

Did the download come down without error? [i trust you have kept a copy of it somewhere safe.]

 

Can you tell us please, what is the exact full name of the downloaded file, and what is its size?

 

 

Regards,

Brendon

[Liz Woolley]

When I bought the program I also paid a couple of pounds for the extended download service, so I do have access to the original download for the next two years - hopefully it won't take till then to get it working!!

 

It's 1.71Gb and full name is RoxioEasyCDandDVDBurning_LC49CXD1ECD

 

Thanks again for the help. (I'm off to Tai Chi for a couple of hours to gather some more energy!)

[Jim_Hardin]

Brendon sent me an IM that raised a good question... He wondered if perhaps they have changed it and are using the V15 version which is what NXT uses???

 

They have done this before and the first we heard about it was from User Issues

 

Downloads are 'packed' so the only way you can check would be to right click LC49CXD1ECD file in your Download Folder and choose Extract All.

 

Give it a folder to put them in or just make a note of the one it wants to use so you can look at it after it completes.

 

This is a look at the Disc Version I have:

 

 

We are curious if the "EMC_xx" or "EMC_CONTENTxxx" is '14' or '15'???

[Liz Woolley]

Hi,

When I right click on the download, I don't get the option to extract all. The only way to unzip is to left click which immediately starts unzipping into a temp file, it goes off way too fast to choose anything.

However, I've just done a search for 'EMC' and have the EMC_CONTENT140, and EMC_140 folders as shown on your list, plus EMC10 and EMC9 folders.

 

Thanks again for your time.

[Jim_Hardin]

It was a chance

 

We have asked for the aid of Customer Service but it may take some time...