Unable to upgrade from VS Pro 2020 to VS Ultimate 2020

[dfkettle]

Yesterday I purchased VideoStudio Pro 2020, downloaded and installed it. I believe it was installed correctly, no errors were reported during the install, and I was able to open it and edit a short video. Today I purchased the upgrade to VideoStudio Ultimate 2020, downloaded and installed it. But it didn't seem to have been installed correctly, when I clicked on "Help/About", it still said "VideoStudio Pro 2020". So I tried to uninstall it by going to "Control Panel/Uninstall a program". The uninstall process ran for a while and seemed to be almost at the end, judging by the progress bar, but it never finished (I waited for over an hour). So I cancelled it, rebooted the computer and tried again. Now I'm getting an error message as soon as the uninstall script starts (see attachment screen print).

I also read the tech note, "VideoStudio 2020: Instructions To Manually Remove And Reinstall VideoStudio Ultimate 2020", but the instructions seem to apply to Windows 8 or 10, not Windows 7. In part 1, step 2, it says "Navigate to C:\Windows\Installer". There is no directory by this name on my computer.

Now I'm unable to repair, delete or update my installation of VideoStudio Pro 2020. Does anyone know how to fix this mess? Nobody is available in online chat that supports VS, it seems, because of the pandemic.

Thanks.

[lata]

Hi dfkettle
It seems a little strange that you purchased the Pro only to upgrade to the Ultimate, maybe an oversight, not to worry......

Usually Corel provide a clean-up tool for video studio but so far not available for 2020

I will try and chase this up for you, but as it is approachig the weekend there may be a delay in the reply from Corel

When you upgraded did Corel provide you with a new serial number or do yu use the same original number, I am unsure of the policy used when upgrading

Post updated
I forgot to ask, do you have any other versions of Video Studio installed on your system

[lata]

To make sure you receive the replies I have changed your user permissions to show

Notify me upon replies by default:

If you wish you can change that back from your user profile.

[glus]

Hi dfkettle,

I can try to help you directly. But in your user profile, for some reason the area to "Send PM" is blank.

If you can send me a private message, I can try to help.

Thanks
glus

[dfkettle]

Hi dfkettle
It seems a little strange that you purchased the Pro only to upgrade to the Ultimate, maybe an oversight, not to worry......

Usually Corel provide a clean-up tool for video studio but so far not available for 2020

I will try and chase this up for you, but as it is approachig the weekend there may be a delay in the reply from Corel

When you upgraded did Corel provide you with a new serial number or do yu use the same original number, I am unsure of the policy used when upgrading

Post updated
I forgot to ask, do you have any other versions of Video Studio installed on your system

Why strange? Actually, I didn't purchase Pro directly, it was included free of charge when I upgraded my copy of PaintShop Pro. The upgrade to VS Ultimate was only another another $20, so I thought, why not? Now, of course, I wish I hadn't, because VS Pro was working fine before I tried to install the update.

I don't have any other copies of VS installed, although I do have PaintShop Pro, AfterShot and Painter Essentials installed. Could that be the issue? I wouldn't expect that different Corel products would conflict with each other, but maybe there is some conflict.

And yes, I was provided with a different serial number, but I don't remember if I entered the original serial number or the new one when I tried to install the upgrade. I didn't notice it was a different serial number at first, I just assumed that an "upgrade" wouldn't require a new serial number. Maybe that's the cause of the problem.

I got your email, but the attachment was scrubbed, all I see is the following:

Hi!

Malware attachment was quarantined.
Please check with IT by creating a ticket if you still need it.

Regards,
Corel IT
VS2020_Cleanup.zip exe

[Ken Berry]

I don't have any other copies of VS installed, although I do have PaintShop Pro, AfterShot and Painter Essentials installed. Could that be the issue? I wouldn't expect that different Corel products would conflict with each other, but maybe there is some conflict.

No. Don't go uninstalling things. I have VS, PSP, full Painter, Particle Shop, AfterShot Pro and even CorelDRAW 17 on the one computer, with no problems or conflicts. So that is not the cause of your problems with the upgrade.

And yes, I was provided with a different serial number, but I don't remember if I entered the original serial number or the new one when I tried to install the upgrade. I didn't notice it was a different serial number at first, I just assumed that an "upgrade" wouldn't require a new serial number. Maybe that's the cause of the problem.

It probably is. The SNs for Ultimate are from a different series from those for VS Pro...

[lata]

Hi
I think the problem started when you terminated the uninstall process
Uninstalling Video Studio does seem to hang for a while when it reaches 100%, it usually completes but does take an extraordinary length of time

I have sent you another e-mail from my personal account rather than the forums account that I used earlier