Ulead Support stinks

bilc · Post by **bilc** » Thu Aug 17, 2006 2:04 pm

After three days of waiting for a reply from Ulead support I get a message telling me to try two different options to install trial version of cool 3d production studio which will not install to my computer. So I digest the information and do exactly what the reply says both methods do not install the program the led on HD flashes for a minute and nothing happens. I opened the folder and find an error message about the installer so in the same message from Ulead I reply with my information.and send it back to them. Several minutes later I get a message that the e-mail can't be sent since the original e-mail address can't be found. I wish these people would get their act together. This same problem happened over a year ago when I tried to download VS9 and after three weeks of trying it finally worked. I then went out and purchased the boxed version not wanting to go through the failed downloads. Any one have this problem ?
bilc

bilc · Post by **bilc** » Fri Aug 18, 2006 1:45 pm

Hey you guys want to laugh......this is the answer I received from Ulead regarding the above problem ( the text in the brackets are my answers to them )

Question/Problem: Case # 4983 reply to your message. use winxp with sp1. I attempted method A did not install LED lamp on HD flashed nothing happened. Then used method B same thing did not install I opened folder and find this error message :[Startup]
AppName=Ulead COOL 3D Production Studio Trial
ProductGUID=C4F6BA7F-EE0C-45F8-AE33-F5C71E3F6AA3
CompanyName=Ulead Systems
ErrorReportURL=http://www.installshield.com/isetup/Pro ... rorCode=%d : 0x%x&ErrorInfo=%s
MediaFormat=1
LogMode=1
Resource=_Setup.dll
SmallProgress=N
SplashTime=5
CheckMD5=Y
[Languages]
Default=0x0009
count=1
key0=0x0009
Kindly advise what problem is.
-------------------------------------------
Dear Bill,

We sincerely apologize for any inconveniences this may have caused. Here are also some alternatives you could try:

1. You can reinstall your operating system then the trial program. [ You got to be kidding ]
2. Install the trial program in another computer.[ should I go out and purchase another one just to run your program ]
3. Wait until a newer trial version is released. [ Why don't you fix the current one in your system ]
4. Download another copy of the trial version. [ I've done that at least a dozen times ]
5. Download the trial onto a disk using another computer that has internet connection, then install it on your computer. [ I'll
run down to my local bestbuy store and see if I can use one of their display models I'm sure they will not mind ]
If you have any other customer service concern, please feel free to email us back. We would be more than willing to help you.

Thank you for choosing Ulead and have a great day!!!
[ Thanks a lot you bunch of idiots......................... ]

This is from their techinal support department who are the hotshots and know everything about their product. Seems very strange since this same problem happened over a year ago with VS9 trial version. I've downloaded the regular cool 3D trial software with NO problems, so it's not my end but their site.

klowther · Post by **klowther** » Sat Aug 19, 2006 1:26 pm

Bill,

Have you tried disabling anti-virus and spyware detecting software before attempting the install? I've had problems with some software in the past that would not install correctly while my anti-virus software was running.

Just a thought.

- Ken

bilc · Post by **bilc** » Sat Aug 19, 2006 5:37 pm

Ken... in reply to your suggestion , I did disable the active programs and still had the problem. Let me give you some additional information. (1) If you look at the error message you will see that the problem stems from a defect or currupt installer. The program attempts to install and gets to opening the CAB 2 folder and freezes up. (2) as Ulead suggested I had three of my friends download the program to their computers and they all had the same problem. ( 3 ) I also used someone's computer ( not the three above) and burned a copy of the downloaded program and then attempted to run it on mine to NO avail. I have downloaded VS10 + trial version with no problems testing it and then purchased the boxed version. I have downloaded Photo Impact 11 trial no problem, I have downloaded cool 3d trial again no problem. It's just cool 3D production studio that is the problem. Why don't you try it and see what I'm talking about, and what ticks me off is Ulead had the nerve to say " wait until a newer version comes out "
Bill

klowther · Post by **klowther** » Sat Aug 19, 2006 6:30 pm

Bill,

I downloaded the trial version from Uleads website and gave it a go.

Where in the installation process were you having trouble? I double clicked on the downloaded file and it went thorough the following steps:

1. Installshield wizard extracted files from the archive.
2. Cool3d Trial splash screen
3. Ulead Cool3d Production Studio Trial setup dialog box. Clicked Next.
4. License Agreement. Selected I accept, Clicked Next.
5. Choose destination location dialog box, took default, clicked Next.
6. Select Program Folder dialog box. Went with default and clicked Next.
7. Ready to install program dialog box.

At that point I stopped, as I don't really want the trial version installed. I'm sure it would mess up my install of the purchased version.

Did you get this far? It appeared to me that it would have installed had I clicked on the Install button.

- Ken

P.S If you have WinZip, you could try opening the dowload with that. On my system, WinZip 9 will open it and let me extract the contents. Then try running the Setup.exe program from the extracted folder.

bilc · Post by **bilc** » Sat Aug 19, 2006 7:30 pm

Ken.... thanks for the reply and for testing the trial version setup. Question is your O/S windows xp with SP1 or are you using another win x ? I save the download to my desktop then click on the " C3DS1_trial_E.exe " icon and at next screen says "Reading Contents of Package " then the next step is " Extracting Data 2 Cab " the bar scrolls to the right and this is where program does nothing. I have waited up to three minutes with the HD led blink a few times and that is it. no installation. This same thing has happened to three other people with their computers so I have no idea what is going on. They also are running Win xp with sp1. The only other connection we all have is that we are using the same broadband cable carrier.
Bill

klowther · Post by **klowther** » Sat Aug 19, 2006 7:55 pm

Bill,

I am running Windows XP with SP2.

- Ken

Post by **Ron P.** » Sat Aug 19, 2006 11:33 pm

I'm pulling at straws here, but had a similar problem with Kodak's EasyShare Software. It would not install, would start then hang. I found the problem to be Windows DEP, Data Execution Protection. Nice safe utility unless you want to install something, or data changes, then it jumps in and puts the habias stopus on things. In this case it didn't even pop up saying that it stopped the program. It took me about 3 weeks to find out that was the problem. Once I disabled DEP for the installation program (exe) then it installed without a hitch.

Don't know but you might give it shot.. With all the viruses, spam/spyware crap the almighty Windows God is trying to protect us all.

Ron P.

bilc · Post by **bilc** » Sun Aug 20, 2006 1:11 pm

Ron..... Thanks for your input. At this stage of the game I will try anything. I am spending more time on this project then it is worth. Like I said before I have downloaded other trial programs from Ulead and have installed and run them with No problems, C3DPS is the only one giving me troubles. I tried looking for the "DEP" file but was unable to locate it. Could you please enlighten me as to it's location and how to disable it. I'm happy that you had the same problem because I was getting to the point of losing my mind ( and over a Trial program ) but now I know I'm not the only human that has been cursed by the evil one. As for a virus, spyware etc I scan my computer every morning with anti software to check for these little parasites.
Bill

Post by **Ron P.** » Sun Aug 20, 2006 1:27 pm

To change the DEP in Windows XP:

Right-click on My Computer
Select Properties
Select the Advanced Tab
On the Performace section select Settings
In the Settings Dialogue Box select the DEP tab
On the DEP tab select the bottom radio button Turn on DEP for all...
To add any program/services press add, and browse to the program file, generally an exe file to add it to the list.
Click apply

That should prevent windows from intervening with the install.

Ron P.

klowther · Post by **klowther** » Sun Aug 20, 2006 3:16 pm

Bill,

The Data Execution Protection support was introduced with Service Pack 2. Since you are running with Service Pack 1, I doubt that it is your problem.

Did you try extracting the contents of the trial download executable with winzip?

- Ken

bilc · Post by **bilc** » Sun Aug 20, 2006 5:45 pm

Ok guys......I took the bull by the horns and deside to try something. I opened my computer and disconnected my master drive which contains the operating system . My slave drive contains all of my program files and is partitioned . I connected a spare hard drive which only contains Win XP and is clean of any non microsoft programs or files. I fired up the computer and installed C3DPS from the slave HD in the computer on to the slave HD in another partition drive letter and guess what, the program installed correctly and ran perfect.. So I guess the problem is with the Win XP O/S that is on my master HD, must be a deleted or currupted file causing the non install. Next I disconnected the spare drive and reconnected my master HD, rebooted the computer and attempted to run the installed C3DPS , would not run received error message couldn't find application.
So I guess I'm forced to reformat the master HD and re-install Win XP and start with a fresh O/S ( I wondering what other missing or screwed files are there now)
Bill

klowther · Post by **klowther** » Sun Aug 20, 2006 6:10 pm

Bill,

Glad to hear that you narrowed it down somewhat. Too bad it had to be the OS that was the problem.

Good luck.

- Ken