Nightmare installation problems

[Doug6836]

Hi Guys:

Sorry to bother you but this problem is stressing me out. I need to complete a memorial slideshow presentation but I've encountered a serious problem with the installation of X8.1.

This is a more general issue dealing with installing a VS X8.1. Is there a better index to ask this question? It wouldn't let me post under General information and Downloads.

You helped me with issues I had with the trial version. I decided to buy the full version.

I successfully purchased VS X 8.1 but have been unable to install the program. I've never encountered this problem in all my years of installing programs!!

On my 1st try to install the purchased version of X8 I did forgot to uninstall the trial version. The download worked as expected and the install of the full version seemed to work but I was never asked for the license #. I went into the X8 and it looked like a new install since my prior work was wiped out -- including the 40+ photos I've uploaded into the edit screen (upper right corner) of X8.

A blue bar with the words "updating template data base" above it started up. However the blue bar never moved from about 10% complete. The program had frozen. When I shut down and re-started X8 the blue bar didn't and hasn't come back.

When I exit the program I get the old message "Welcome to Free Trial" asking me if I want to buy so it seemed like changes were made to the old trial program -- by the new purchased X8 -- BUT the trial version appears to still be the only active Corel product. As we've discussed, Corel has crippled some of the features in the trial version and those features are still crippled. The program version that's now on my computer and won't un-install is 1.8.0.1.26. It's still the trial version.

I then tried to uninstall the trial version but I get an error "system can't find the file specified" Here's the message:

Message trial version won't uninstall Capture.PNG (7.95 KiB) Viewed 14195 times

Since the first attempt to install X8, I've tried many times to re-install it. I downloaded the program 3 times.
I've gone back to my email from Corel and clicked the download link. I select save and run. After download the a security check is run. I then allow program to make changes. I then get a message that install wizard needs a location to save files. I select save and it's saved to default location.

Here's the message:

It then says "saving files to computer" but then a message comes up saying system can't find the specified file. It's the same message as the one I get when I try to uninstall the trial version BUT it's a different file # that can't be located.

​Here is the message:

pop up after saving files to computer is done Capture.PNG (8.07 KiB) Viewed 14195 times

This didn't happen on my first attempted install. This "can't find file" message started occurring after my second attempt to install.

It's so frustrating because I can't un-install the trial version due inability of the system to find a file and I can't install X8.1 because of the same message although it's a different file the system can't find.

I even went back to the download link and tried to install the 32 bit version (the 64 bit version was the first attempted install) thinking that might work but I get the same "system can't find file message".

I've looked and the only Corel INSTALLED program on my computer is the one referenced above. The EXE. X8 purchased file is on my computer but as I said it won't install.

Why wasn't I ever asked for the license key during installation?

Why won't the trial version uninstall?

Why do I keep getting the "The system can't find the file specified" Error?

Did this all result from my not uninstalling the trial version before my 1st attempted install. If so why can't I uninstall it now?

Thanks guys. I appreciate your help. If there's a better place to ask this question, let me know.

Thanks. Doug

[BrianCee]

Your problem is with Videostudio so yes this is the correct forum to post this question

It certainly sounds as though the problem stems from not un-installing the trial version first.

long before I got to the point you have reached I would have run a complete search of my hard drive for anything relating to Corel and would then have manually deleted whatever I found - then run a system clean up/registry fix programme - shut the computer down - waited a minute or more before restarting - and then run the set-up programme again.

That would be my course of action at the point you are at.

[Ken Berry]

Did this all result from my not uninstalling the trial version before my 1st attempted install.

I agree this was probably the root of your troubles, but it was further compounded when you overwrote some of the trial version files with the full version, which obvious corrupted something...

I guess my (personal) first option would be to do a System Restore to a point *before* you first installed the trial version. Hopefully you won't have installed too many other programs since then, as a Restore will also delete them. But it won't of course delete any of your documents, photos etc. (Incidentally, regardless of whatever happened, those 40+ photos you mentioned, while removed from the VS screen, should not have been removed from wherever they were stored on the computer. Have you checked? What appears in the VS library window or timeline are only *virtual* copies of the originals.)

If by chance you have never set Restore points -- though it's worth checking to see if anything set up automatic restore points -- then I would try out something like the Revo Uninstaller. It has a free version which might do the job, though if it doesn't you would need to consider the Pro version and the extra functions it performs.

Lastly, expanding on what Brian has already suggested, I would -- if you are brave enough! -- open RegEdit and search the Registry for any references to VideoStudio and delete them. Once open you use Edit > Find then Find Next... This could be a slow process as VS installs quite a bit in the Registry.

[asik1]

Why don't you just direct him to X8 clean up?
http://forum.corel.com/EN/download/file.php?id=6382

[BrianCee]

Why don't you just direct him to X8 clean up?
http://forum.corel,com/EN/download/file.php?id=6382

Well I don't know what you did asik1 - but clicking on your link locked up my browser completely - needing task manager to get out of it

The reason I didn't suggest it is because it is not for the trial version

[lata]

Hi Doug
I assume you only have X8 installed and no other VS program.
You have nothing to loose in trying the X8 Cleanup tool.

The tool should take quite a while, if it seems pretty fast to flag up the Done then it s probably not worked.

And If it does not work then Kens suggestion of a System Restore

If it does remove the program you may be best to remove any other leftover folders, or move them to another location.
C:\Users\UserName\Documents\Corel VideoStudio Pro
And Here
C:\Users\UserName\AppData\Roaming\Ulead Systems
Then
C:\Program Files (x86)\Corel\Corel VideoStudio Pro X8 setup Files

Running the installation file again will re-create the Setup folder as your earlier image

And should you also have problems downloading the Cleanup tool I have attached to this post

VSX8_Cleanup.zip

(635.74 KiB) Downloaded 425 times

[Doug6836]

Hi Guys:

Thanks for the feedback. I've tried everything suggested below. I did get rid of the error messages but the program still won't install -- which is infuriating ...

It certainly sounds as though the problem stems from not un-installing the trial version first.

long before I got to the point you have reached I would have run a complete search of my hard drive for anything relating to Corel and would then have manually deleted whatever I found - then run a system clean up/registry fix programme - shut the computer down - waited a minute or more before restarting - and then run the set-up programme again.

That would be my course of action at the point you are at.

Hi Brian:

I've searched every bit of my hard drive and manually removed anything related to Corel.

I then ran CC Cleaner Registry cleaner. It found a bunch of problems related to Corel. It cleaned them all up. I ran another hard drive search and there were no Corel files.

I then did what Lata suggested below. I've also restarted the computer numerous times.

I agree this was probably the root of your troubles, but it was further compounded when you overwrote some of the trial version files with the full version, which obvious corrupted something...

I guess my (personal) first option would be to do a System Restore to a point *before* you first installed the trial version. Hopefully you won't have installed too many other programs since then, as a Restore will also delete them.

I would -- if you are brave enough! -- open RegEdit and search the Registry for any references to VideoStudio and delete them. Once open you use Edit > Find then Find Next... This could be a slow process as VS installs quite a bit in the Registry.

Hi Ken:

There was an automatic restore. It was 11/3 which was well before the attempt to install the purchased version. Once the restore back to 11/3 was finished I still got the "System Can't Find File" message.

I've not gone into the registry to manually try and delete references to VS. I did run the CC registry scan described above.

Should I go into the Registry and try to manually delete.

Why don't you just direct him to X8 clean up?
http://forum.corel.com/EN/download/file.php?id=6382

Hi asik1:

I ran the X8 cleanup program after manually removing all files I could find related to VS. The cleanup program said VS X8 can't be found.

Hi Doug
I assume you only have X8 installed and no other VS program.
You have nothing to loose in trying the X8 Cleanup tool.

The tool should take quite a while, if it seems pretty fast to flag up the Done then it s probably not worked.

And If it does not work then Kens suggestion of a System Restore

If it does remove the program you may be best to remove any other leftover folders, or move them to another location.
C:\Users\UserName\Documents\Corel VideoStudio Pro
And Here
C:\Users\UserName\AppData\Roaming\Ulead Systems
Then
C:\Program Files (x86)\Corel\Corel VideoStudio Pro X8 setup Files

Running the installation file again will re-create the Setup folder as your earlier image

And should you also have problems downloading the Cleanup tool I have attached to this post

The attachment VSX8_Cleanup.zip is no longer available

Hi Lata:

Only X8 has been installed although at this point it won't install.

I went into the locations you suggested.

I found 3 Corel related files in C:\Users\UserName\AppData\Roaming\Ulead Systems. I deleted all 3.

I found this file: C:\Program Files (x86)\Corel\Corel VideoStudio Pro X8 setup Files. I deleted it.

There was nothing here: C:\Users\UserName\Documents\Corel VideoStudio Pro

Running the installation file again will re-create the Setup folder as your earlier image

I downloaded the setup file from the email Corel sent me. (see below) It recreated the setup folder in C:\Program Files (x86)\Corel\Corel VideoStudio Pro X8 setup Files -- BUT the program will not install!

New email download photo.PNG (11.64 KiB) Viewed 14067 times

I've tried clicking the activate license button but it takes me to Cleverbridge website but it's an error page that says: "The website declined to show this webpage". BUT I haven't gotten to the point where I even need the License ...

Now when the setup is downloading it looks like any other installation. I click Save and Run. A security scan is run. Norton says the program is safe. It takes about 10 mins to download.

Then this window appears:

Then it looks like the files are being saved to the computer.

Installing.PNG (9.27 KiB) Viewed 14077 times

After the files are downloaded there's a Brief Flash and then nothing happens. No program is installed. The setup files are in the computer but there's no installation.

When I click on C:\Program Files (x86)\Corel\Corel VideoStudio Pro X8 setup Files -- it just opens more Corel files. If I click on any of those .exe or installer files it just opens up more files.

I'm really at a loss at this point. Is this the first time anyone has heard of this problem?

Thanks for the suggestions. What would you guys do next?

Doug

[RobertOZ]

Remove your license key, you should never post your key on any forum

In your X8 setup files, do you have an application file called Setup.exe, double clicking on this will start the installation

[Doug6836]

In your X8 setup files, do you have an application file called Setup.exe, double clicking on this will start the installation

Thanks for the advice about removing key.

I doubled clicked on Setup.exe and as before a message pops up asking if I want to allow Corel VS X8 to make changes to my computer. After I click yes I get the same flash -- which looks like a box trying open -- then nothing happens.

Here are the first set of files displayed when I double click on X8 setup.

[RobertOZ]

Do you have any antivirus programs installed, if so try disabling it, disconnect from the internet and try again, you could also try to install in safe mode, this will prevent most of the startup programs interfering with the installation

[lata]

Hi Doug

There is another setup file called SetupARP.exe
As far as I know would also run the installation files.

Can you try that.

[Doug6836]

​

Do you have any antivirus programs installed, if so try disabling it, disconnect from the internet and try again, you could also try to install in safe mode, this will prevent most of the startup programs interfering with the installation

Robert:

I disabled Norton. It made no difference.

I booted in safe mode and it made no difference. After I click on setup there's a brief flash and there's a small window that tries to open but the window never opens. It disappears in an instant with no trace.

Hi Doug

There is another setup file called SetupARP.exe
As far as I know would also run the installation files.

Can you try that.

Trevor:

This SetupARP.exe file does exactly the same thing. Flash then nothing.

I downloaded and installed another program -- totally unrelated to Corel -- just in case there was some other issue no related to Corel causing this problem. The other program installed with no problem.

Am I the only person ever to experience this issue? Is there a Master Guru somewhere that deals with extremely unusual problems like this?

What would you guys suggest? I appreciate your help.

Doug

[asik1]

Do you have 7z-zip app onboard?
It's a shot in the dark, but in the setup folder there are 6 .msi installation files
run 7z just to test there are no errors in any.

[Ken Berry]

Am I the only person ever to experience this issue? Is there a Master Guru somewhere that deals with extremely unusual problems like this?

I suspect you may indeed be the only person to have this problem. And I suspect we here on this forum have just about run out of ideas. In that case, since you recently only bought the program, I can only suggest you raise a ticket with Corel tech support. And if they don't fix it, and you are still within 30 days of purchase, seek a refund!

[lata]

Hi
One more idea.....in a word Protexis

Well somewhere in the back of my head says yes it has been a problem before unfortunately I think the solution was a re-install of Windows.

Doug

Do you have any other Corel programs installed

There is a small piece of software called PSIService_2.exe, (License Service) there may be two types on older installations?
This is provided by Corel as we assume a security file, and as far as I know may disable Corel software.

I would suggest you first uninstall all Corel programs.

From Task Manager "end task" for all PSI running, as I say there may be two
Then locate this folder and delete C:\Program Files\Common Files\Protexis

Reboot the pc

Try installing Video Studio.