Videostudio 2018 Ultimate - "not a registered user"

[saseve]

Hi, this is my first post. I bought a new, sealed retail box with VS 2018 Ultimate. I installed it, and during the install process is checked for updates and downloaded SP4. After the install I tried to run the main program and got a message box that said, "You do not appear to be a registered user. Please re-install the application or call customer support with error code 1011".

So I uninstalled and re-installed, but got the same error. I emailed Corel customer service(CS) and they replied I should use their special utility to remove VS 2018 and then try again. I downloaded the uninstall utility and it ran fine; but then when I tried the re-install I get the same message. I was then asked to remove the program again and reboot into safe mode and try the install again. I did this and got the same error. I was then told they were passing my problem along to a level 1 tech and they would call me.

While I was waiting for their call, I did some experimenting and found that even though I got the error message about VS 2018, the "extras" worked fine - these being the Live Screen Capture, Corel Fastflick 2018, and Videostudio MyDVD. It is only the main VS program that doesn't work. So I tried installing using various combinations and discovered that I can install everything from my retail box and it all runs fine - even the VS main program. However, when I download and install Service Pack 4 I get the "not a registered user" error mentioned above.

So in re-reading the error message I thought the problem wasn't in the program itself, but the Corel servers that don't recognize me as a registered user. I logged into my Corel account online and verified that my copy of VS 2018 Ultimate is, in fact, listed as one of my registered products.

I did get the call from tech support (from Chennai, India) and a nice young man walked me through the exact same steps I had already done before. The only difference was that he did the actual steps by remote control over my computer. So after more than an hour online, he gave up and said I will get a call from a level 2 tech. I did get the call, and am scheduled for this morning in an hour.

I have repeatedly asked the Corel CS to make sure there is not a problem with my registration as the actual install goes fine until Corel.com gets involved with the Service Pack.

Has anyone else had this problem?

VS error1.png (8.59 KiB) Viewed 5623 times

[lata]

Hi saseve
And welcome to the forums
I am unsure if you are using the disc installation files to install or a combination of both.
You can run the Web Installer, that’s the 10 Mb file to download the program
If you choose a new folder to save the downloads, choose Download only then you should get the most upto date installation files.
Running the Web Installer again, maybe called VideoStudio2018_Installer.exe but does / ma have a similar name. 10,9 Mb
You can install the main program without any extras, no service pack, does that work ok
Then install the extra contents and any Bonus files, Do not install the Service Pack.
Does that work, if yes try installing the service pack

Level 2 should contact you and should be able to sort this out

[Davidk]

This would not be the 1st time SP4 has screwed something up in VS2018. Whilst not the same issue, I had a problem with blinking rendered mpg files - traced to either SP3 or SP4, and carried forward to Vs2019 (since they use the same code). The fix has been in the next SP; no, it's not since last Feb 2019, and apparently still 'coming'.

[saseve]

Thanks for your reply. My situation is weird. We have installed/uninstalled from my DVD, from downloaded files from Corel, and from an iso image - all ending up with the same error message. We did these functions in regular mode as well as safe mode. Out of desperation, I installed it onto my laptop from the iso image and also installed Service Pack 4 - and it all worked fine! So there is something on my desktop that is causing the problem - probably something in the registry I am guessing. I feel a little like the definition of insanity - doing the same thing over and over and expecting a different result. The level 1 and 2 techs were pleasant enough, but can't seem to get past the uninstall/install issue. I would have hoped in their documentation they could look up the error message and determine what conditions are required to generate the message.

For now, I am waiting to see if the level 2 tech can come up with any other solutions. I am running VS 2018 Ultimate fine without Service Pack 4. I hope they can fine something. I am also using another video editor from Pinnacle without any problems.

[Davidk]

Ah. the registry influence again. I've run into this any number of times, and reported same in the forums. Came up with a 'fix' - basically a more detailed method of uninstalling, and then removing all the left-overs that are in the registry. The document was critiqued by Trevor before publication and is somewhere in the forums (could not readily find the link), but the latest one with minor spelling corrections I give to my students is attached. I also have an appendix to this re using a cleaner program such as Cclean, but at 800Kb it's simply too big to attach.

Handout 32 - Video Studio 2018 - Installing and uninstalling the application v6.pdf

(292.02 KiB) Downloaded 452 times

[saseve]

David - thanks for your reply - it gave me something to try that had previously remained off my radar screen.

So far, Corel support has been a lacking in that they cannot seem to offer suggestions that work. In any case, from the pdf you sent I was made aware of the Ulead folder under Appdata/Roaming. I went through and deleted all the files in your instruction; ran the VS 2018 uninstaller; used Ccleaner to cleanup the registry; also used another system tool called "JV16 Power Tools" and rebooted. Ran the VS uninstaller again re-ran the registry cleaners; uninstalled my Paintshop Pro 2019 Ultimate; ran the PSP uninstaller again; re-ran the registry cleaners; rebooted. The ran my other registry tool and deleted ALL Corel references in the registry - there were still lots. Re-booted again, and ran the VS 2018 Ultimate installer from the .iso file I had - minus the Service Pack 4 update. Afterwards. after verifying that VS would open, I went back and downloaded Service Pack 4 and applied it. Wonder of wonders - it worked!

I much appreciate your provision of detailed info on your take of the problem. It was definitely something that remained in the registry that even the Corel-provided uninstaller did not remove. I am quite happy to have it working. Now, to re-install my PSP 2019 Ultimate!

Steve S.