Unable to install Videostudio 2019 Ultimate

[Paul33]

I've paid to upgrade from X10 Ultimate to 2019 Ultimate but I'm having big problems installing it on my Windows 10 PC !

I haven't had nor can I find any instructions on how to upgrade. Do I uninstall X10 first or not ?

Either way, when I try to run the downloaded 2019 installation, I get several pop up messages during installation saying "We encountered a problem while installing. Please contact Technical support". At the end of installation, the program doesn't run and states it can't find the vstudio.exe file ...... which is not surprising as it hasn't installed !

I have contacted Technical support - and even given them a video of the process - but its painfully slow and we are making no progress after 24 hours.

I have tried (all without success) .........

* installing with my X10 still onboard
* installing after full and thorough uninstall of X10
* cache cleared via CCleaner
* registry cleaned via CCleaner
* using different download link straight from Corel site
* agreeing to all Active X pop up requests
* saying "no" to all Active X pop up requests
* switching off Firewall, AVG ..... and both

When I try to reinstall my X10 Ultimate using what appears to be a very similar/same installation program, it works fine, without error and installs perfectly.

Does anybody have any idea what is going on and how I might install the 2019 Ultimate that I've paid for ?