I need Tech Support # for Ulead Video Studio 10

Luminous · Post by **Luminous** » Tue Feb 13, 2007 12:18 am

My problem was discussed here yesterday:

http://phpbb.ulead.com.tw/EN/viewtopic.php?t=20601

I want to buy the product, but I need to resolve this problem first. I checked the Ulead website, and the only phone number I could find was for Element 5 where I was never able to speak to a person, I got stuck indefinitely in a continuous message loop.

Post by **Ron P.** » Tue Feb 13, 2007 12:52 am

I know in your other post that you mentioned that you have tried reinstalling, however was this done just going to Control Panel>Add/Remove Programs?

If not try doing a complete un-install/re-install. Ulead programs leave a lot of files behind. So just doing a simple add/remove programs from the control panel and then re-installing may not correct some issues. Instructions can be found here : Re-installation of Ulead Products

After uninstalling (Add/Remove) go through and delete anything that is Ulead VideoStudio. If you don't have any other Ulead programs this should be fairly easy. Then reboot your system before installing. When reinstalling make sure you disable antivirus, firewall, etc., that could interfere with installation.

Phone numbers can be found here: http://www.ulead.com/tech/techsupport.htm. However for TBYB versions, Tech support is, well...not supported or provided. Good Luck..

Luminous · Post by **Luminous** » Tue Feb 13, 2007 1:25 am

vidoman wrote:Tech support is, well...not supported or provided. Good Luck..

Then where can I find a number for sales?

Post by **Ron P.** » Tue Feb 13, 2007 1:32 am

Customer Service: http://www.ulead.com/tech/custservice_2.htm

DVDDoug · Post by **DVDDoug** » Tue Feb 13, 2007 1:51 am

Since Ulead is now owned by Corel, you could try:

Contact Corel Customer Service - North America
Phone: 1-800-772-6735

But, I wouldn't "hold my breath".

At least you can register you complaint of lack of support for the trial versions. Apparently, Ulead/Intervideo decided that the lost sales were worth it. I don't know if Corel will make the same calcualtion in the long run.

I too suspect that your problems have something to do with the trial version's anti-piracy. But its your money, and I wouldn't blame you if you didn't take the gamble. When I tried un-installing and re-installing a (different) Ulead trial-program once, it told me my 30 days was up... after one day!

However, the original crash was probably caused by something else. A bad video file can cause crashing as well as some other weird problems. This seems to happen most often with the more-compressed file formats (DivX, Xvid, etc.), occasionally with MPEG-2, and rarely with DV.

Luminous · Post by **Luminous** » Tue Feb 13, 2007 4:06 am

Hi Doug,
So I am trying the "Complete" uninstall/reinstall. I deleted/purged everything as per instructions. There is one file that would not allow me to delet it:

C:\Program Files\Common Files\Ulead Systems\ULCDRSvr.exe

I have not reinstalled yet. Is there a problem with reinstalling if this file has not been removed?

If it needs to be removed is there a way to do it? I cant get it to delete with the delete or backspace buttons.

EDIT: I don't have the answer to this yet. Comments anyone?

Luminous · Post by **Luminous** » Tue Feb 13, 2007 4:18 am

DVDDoug wrote: But, I wouldn't "hold my breath". At least you can register you complaint of lack of support for the trial versions. Apparently, Ulead/Intervideo decided that the lost sales were worth it. I don't know if Corel will make the same calcualtion in the long run.

I appreciate your comments. I love the software, and I hope I am able to work through this successfully. Honestly, this whole experience is most definitely part of my analysis of whether or not to purchase the software. Why would I want to purchase a software if there is no support? It's nice that there is a community of users here. It seems many problems can be resolved through experienced users sharing their knowlege with each other and with newbies like me. In some cases however, the company needs to be available to stand behind their product. If I do choose to go with this software despite the lack of company support (I'm not encouraged about corel. I use two other softwares the own, and they are not famous for being helpful

) At least I will go in with my eyes open. And its nice to know there is a helpful forum of active users. Thanks to all of you for your help

Post by **Ron P.** » Tue Feb 13, 2007 4:26 am

The ULCDRSvr.exe is the Ulead Burner Helper. I currently have it disabled on my machine. The reason that you can not delete it, is because it may be running in the background. Bring up the task manger (Right-Click on the Task Bar or CTL+ALT+Delete), then look at the Processes. If you find it there, highlight it, then press End Process, this will stop it.

However I don't think that it is necessary to delete that particular file.

Luminous · Post by **Luminous** » Tue Feb 13, 2007 5:03 am

Thanks Vidoman,

I'll give it a try.

Luminous · Post by **Luminous** » Tue Feb 13, 2007 7:24 am

So I'm back again. I reinstalled the program and it still won't boot. There is a message that pops up now and then, but not consistently. I don't know if it has anything to do with this or not

"Security info has been modified. This program will be terminated".

This message started popping up around the time the program died on me. I'm not sure if it is related or not, as it doesn't tell me WHICH program will be terminated. And it doesn't happen predictably.

I've spent two days on this. It's really getting frustrating.

brianbrian · Post by **brianbrian** » Tue Feb 13, 2007 11:20 am

Sorry if I'm a bit late with my comments - I had similar problems with trial software and UL were no use in resolving it. Basically, if the security side gets screwed, for example i.e. current date verses trial installation date - not that anyone would try to extend the trial period by doing this !!! then the whole thing stops. I spent some time searching the registry to find a time stamp, but UL have it well consealed. I think the only way is to format the whole registry, but that means a complete windows re-install.
I decided it wasn't worth it and eventually purchased the product.
Brian

Luminous · Post by **Luminous** » Tue Feb 13, 2007 5:24 pm

brianbrian wrote:Sorry if I'm a bit late with my comments - I had similar problems with trial software and UL were no use in resolving it. Basically, if the security side gets screwed, for example i.e. current date verses trial installation date - not that anyone would try to extend the trial period by doing this !!! then the whole thing stops. I spent some time searching the registry to find a time stamp, but UL have it well consealed. I think the only way is to format the whole registry, but that means a complete windows re-install.
I decided it wasn't worth it and eventually purchased the product.
Brian

Thanks for the info Brian. I never messed with the dates - don't even know how to do that stuff (not that you were acusing me, just wanted to clarify what has and hasn't been done).

My question is about the purchased version. Is it running successfully for you? Have you had any problems with it, if so what kind, and how easy have they been to resolve?

roy wood · Post by **roy wood** » Wed Feb 14, 2007 4:29 pm

Hi apologies for not replying to your PM my PC crashed courtesy of Norton Ghost so you see it's not just Ulead that has problems.

I see that your question has been answered and I agree it is rediculous that a company provides a free trial without back up.

However VS10+ full version is a pretty good and stable system, it does have one or two funny little quirks but if you follow the Procedures +Stickies and Member Tutorals at the start of this forum you won't go wrong.

One of the factors that should help to give you confidence is the obvious knowledge of some of our members, people of that calibre wouldn't bother with a poor or un-reliable product (I certainly don't include myself in their class).
Remember what I posted previously if you do buy best to get a CD then any problems you can re install without worrying about Uleads Quirky Steam Powered Servers.

brianbrian · Post by **brianbrian** » Wed Feb 14, 2007 7:57 pm

Answer to your question, Luminous, is I've only been using it for a few weeks, but so far it seems to work well. I have found one problem with it however, and I've contacted UL tech support, but unfortunately, again they don't seem to bothered about answering me. I've emailed three times now but no response. My problem is that in Burn mode, it sometimes (approx 90%) doesn't recognise my dvd unit, and then if it does occasionally recognise it, then it fails to recognise that I have a dvd inserted. On all occasions, if I use explorer, windows sucessfully finds the dvd unit and sucessfully finds the dvd. I've got around the problem by using Nero to do all by burning!
Brian

Black Lab · Post by **Black Lab** » Wed Feb 14, 2007 8:01 pm

My problem is that in Burn mode, it sometimes (approx 90%) doesn't recognise my dvd unit, and then if it does occasionally recognise it, then it fails to recognise that I have a dvd inserted.

I've got around the problem by using Nero to do all by burning!

If you have Nero's InCD installed that can "take over" your burner. Try disabling it or uninstalling it.