Unable to run PI12

oglitsch · Post by **oglitsch** » Tue Oct 31, 2006 12:41 am

After successfull installation of the download version of PI12 I am unable to run the program. Every attempt to start PI12 results in a crash to desktop.

I installed as administrator, all AntiVirus software disabled. I also uninstalled PI12 according to Ulead's recommendations in the FAQs (both variants) und tried several times to re-install PI12. But no way: Always crash to desktop.

While the error message (application will be closed...) is in the foreground, I am able to work with PI12, but as soon as I click OK on the error message box, the program closes immediately.

It seems to be a problem with the user rights, because when I run PI12 logged in as administrator, it runs perfectly. Beside the admin account I have two users configured on my PC - all three have the same administration rights. With one of the user accounts and the admin account PI12 is working fine, with the other one, which is the main user on this PC, PI12 crashes.

Does anybody know which user setting or right is critical when running PI12? Maybe there is a conflict with another software - I have many applications installed on my computer. I don't want to switch to another user just to be able to work with PI12.

Does anybody have a tip how to solve this problem?

BTW: I tried to contact Ulead customer support by filling out the form for technical support three times during the last 5 weeks. Unfortunately I never got any answer from Ulead.

Many thanks!
Oliver

htchien · Post by **htchien** » Tue Oct 31, 2006 4:36 am

Hi Oliver,

oglitsch wrote:BTW: I tried to contact Ulead customer support by filling out the form for technical support three times during the last 5 weeks. Unfortunately I never got any answer from Ulead.

If you get an auto-response mail from Ulead after you submit the tech support form, then your form is been received by Ulead so they can reply to your problem. If there is no auto-response mail from Ulead, you form is lost and you need to submit again by following the steps on the web page. Also please use a non-free e-mail account to submit the form.

The other reason you might not get the reply is, the spam blocker in your mail box (or in your ISP mail service) has recognized Ulead tech mails as spams. If this is the case, you will not get the auto-response mail either, and you need to turn off the spam blocker.

H.T.

oglitsch · Post by **oglitsch** » Tue Oct 31, 2006 10:21 am

Hi htchien

Thank your for your hints. I am aware about the spam filter problem - therefore I made a special rule to let pass any mail from Ulead. But it seems that my requests never reach Ulead. Also Ulead's website is extremely slow since two or three weeks. It takes me minutes to change from one to another page... (no problems with other URL's).

Is there maybe an e-mail address for Ulead technical support I can use? As mentioned above it takes me always minutes (if ever...) to reach Ulead's website and since 3 or 4 days now the technical support form is not accessible anymore (time-out when going to this page).

Any other tip how to get in contact with Ulead Customer Support?

Thank you very much.

oglitsch · Post by **oglitsch** » Tue Oct 31, 2006 10:34 am

...and this is the error message I get when trying to reach the technical support on Ulead's website:

"Error Diagnostic Information

Request canceled or ignored by serverServer busy or unable to fulfill request. The server is unable to fulfill your request due to extremely high traffic or an unexpected internal error. Please attempt your request again (if you are repeatedly unsuccessful you should notify the site administrator). (Location Code: 26)"

I cannot believe that the server is busy 24h a day...

Regards,
Oliver

oglitsch · Post by **oglitsch** » Wed Nov 01, 2006 12:51 am

After going through other topic I discovered this thread:

http://phpbb.ulead.com.tw/EN/viewtopic.php?t=15840

My PI12 crashes exactley the same way as explained in the thread mentioned avove! I will now reinstall PI12 and delete the file u32tif.fio. If that solve my problem, I will post it here...

Regards,
Oliver

oglitsch · Post by **oglitsch** » Thu Nov 02, 2006 12:55 am

Very strange... I reinstalled PI12 as administrator, then I deleted the file u32Tif.fio and... it runs! The price for this workaround is that I cannot load or save a TIFF-files anymore.

What I don't understand is the correlation between this TIFF-filter and the user account I am logged in on my computer. If I log in as administrator or as user "test", PI12 runs without removeing u32Tif.fio. As soon as I log in with my normal username (also with administrator rights!!!), PI12 crashes when this u32Tif.fio is present in the FIO folder.

Does anybody have an idea what is causing this error? Does anybody know how the technical support of Ulead can be reached? The appropriate web page is still crashing and my three previous request are still unanswered:-((

Regards,
Oliver

Xyzzy2 · Post by **Xyzzy2** » Thu Nov 02, 2006 9:34 am

Unfortunately, this is the way Ulead support "works".

You may hope the problem will be removed with the patch.

Ulead support never tries to investigate problems with customers (except for the ones that are "close" with Ulead and happen to contact US support, which is no more afaik).

X.

2log · Post by **2log** » Thu Nov 02, 2006 10:38 am

Hi oglitsch,

Please make a rule for your email account to allow all emails from Ulead and Explorecommerce.com.

oglitsch · Post by **oglitsch** » Thu Nov 02, 2006 10:58 am

I'm not sure if we may expect a patch for this problem. I remember some of the worst problems in PI11 that have never been fixed by a patch (text tool, etc.).

I already made a rule to let pass mails from Ulead - that seems not to be the problem. Some 3 or 4 weeks ago I got an automatic answer from Ulead that my request has been received. But since then I never got a reaction anymore...

Yesterday evening I filled out again the technical support form as this page is back in service now. Let's see if something happens...

Regards,
Oliver

2log · Post by **2log** » Thu Nov 02, 2006 11:06 am

Unfortunately, this is the way Ulead support "works".

Xyzzy2,

It looks like you've got Ulead all figured out. If you've got nothing good to say about Ulead softwares, why not stop using them and use other products instead??? Like you suggest removing a feature of PhotoImpact completely and replacing it with a features from a different software. Promoting other products are we???

For someone who has only submitted a total of two tech support queries for VideoStudio to Ulead TS, you surely know a lot about technical support.

Ulead is bold and confident for having sponsored and let a forum like this flourish, accepting and taking note of criticisms taken from this site. But some of your comments are no longer constructive criticisms and are out of line. This is a warning from the moderator.

We would very much like to keep criticisms posted here but be reasonable at least. If your goal is to promote competitive products, then this is not the place to do so. THis is not generally the case with all your posts though, so I'm keeping this just as a warning.

oglitsch · Post by **oglitsch** » Thu Nov 02, 2006 11:12 am

Just this minute I got an answer from Ulead! But unfortunately it doesn't help me much - they just suggest to reinstall PI12. But I did that many, many times without success, following strictly the instructions from Ulead.

So I'm still waiting for a solution for my problem. But hope is rising now...

regards,
Oliver

Xyzzy2 · Post by **Xyzzy2** » Thu Nov 02, 2006 1:10 pm

2log wrote:
Unfortunately, this is the way Ulead support "works".
It looks like you've got Ulead all figured out. If you've got nothing good to say about Ulead softwares, why not stop using them and use other products instead???

Because other software cost money I, accidentally, don't have to spend?
And I am talking most about Ulead support, not software. These refer to two distinct group of people.

2log wrote:Like you suggest removing a feature of PhotoImpact completely and replacing it with a features from a different software. Promoting other products are we???

And what are they (I mean features and products)?

2log wrote: For someone who has only submitted a total of two tech support queries for VideoStudio to Ulead TS, you surely know a lot about technical support.

1. I happen to read this forum. It gives a good outlook of Ulead support.
2. Which account do you write about? I have 3 at Ulead, two locked and no way to regain access to them... Also, banging head against the wall is not quite my way of fun. Sending another report with no answer other than "reinstall", assuming there will be answer at all, is a bit pointless I think.

2log wrote: Ulead is bold and confident for having sponsored and let a forum like this flourish, accepting and taking note of criticisms taken from this site. But some of your comments are no longer constructive criticisms and are out of line. This is a warning from the moderator.

Seems any sober, substantiated remarks that happen not to be in favour of Ulead are treated as "not constructive" by you, the moderators. Please give an exaple of constructive criticism of support, so that I know what you accept. And maybe add a sticky about what can expected from the support?

2log wrote: We would very much like to keep criticisms posted here but be reasonable at least. If your goal is to promote competitive products, then this is not the place to do so. THis is not generally the case with all your posts though, so I'm keeping this just as a warning.

Out of curiosity, what other products I am promoting here. Frankly, I can't figure it out.

And, is there anything that is not true in my post? Did I lie in anything?

X.

oglitsch · Post by **oglitsch** » Thu Nov 02, 2006 2:10 pm

In one point I have to agree with Xyzzy2:

Since PhotoImpact 3 I am customer of Ulead. I bought all PI versions and some video tools too. And if there was a problem, the standard anwser from Ulead technical support was always, I repeat: always "reinstall it". Here I agree with Xyzzy2 - that's not a customer support.

Usually my problems were solved by visiting this web board. Other owners of Ulead software were able to help me, not Ulead. And this is a pity...

I still like PI very much. That's the reason why I still use it and I still hope to get my PI12-problem solved.

Regards,
Oliver

htchien · Post by **htchien** » Thu Nov 02, 2006 10:09 pm

Hi Oliver,

I will see what I can do with Ulead about your TIF FIO crash problem.

Is there any reason you need to use 3 user accounts in your Windows? Just curious.

H.T.

oglitsch · Post by **oglitsch** » Thu Nov 02, 2006 11:09 pm

Hi htchien,

I appreciate your assistance - thanks a lot!!!

Yes, there is a reason for three user accounts: the administrator (by default, should not be used for work for safety reasons), the main user and in my case a third user for flight simming;-) When loggin in with this user, only a few services and programs are started to ensure max. power for flying.

Thank you / regards,
Oliver

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