VideoStudio2021

[lata]

Do you think your Firewall is limiting access to the Corel server?

When we try to install the process starts with Verify, this compares your files with those on the Corel server so we must have internet access to Corel.
The process will either download the files and verify the next pack or start installation.

So is your Firewall stopping this connection

[JackieG]

No tried that. I turned all firewall and anti-virus settings off and still had the same issue. I have also tried running both the clean up tool and the installer as an administrator, because I found someone with a similar issue with other software who said that helped them. But it didn't help me. I have also tried using a different internet connection in case there was something odd between my PC and the router, but that didn't help either.
I'm still of the opinion that this is nothing to do with my internet connection and that the error message is itself an error - being reported wrongly when really the root problem is something else.

[lata]

I have ran some tests regarding my firewall.
Running the Video Studio installer, first we have to enter the serial number, if there is a problem with the firewall and a connection to the Corel Server then that number will not be accepted.

I have to agree that the firewall may not be the problem

so when you turned of your firewall did you get passed the serial number??

I am testing 2019 downloads as I already have 2021 files downloaded.
Even so whatever I try I cannot cause this to fail.

When I try to install the first process Verifies the files.
Is it during that process that the installation fails, after Verify the process starts installation, it does not download any extra files as the installation files exist.
at least that is what i see

Post Updated
I don’t suppose this will help but the attached image is what I see after Installing the Main Program
Details from 2019 but will be the same for 2021
Oh and I only downloaded the Main Program

click image for larger view

[JackieG]

It always goes past the serial number verification step. It goes all the way to "Preparing download...." shows the progress bar, and then fails.
I would show screen shots but I can't fathom out how to embed them here!

[lata]

To attach an image.
First click the Full Editor & Preview, below the text panel
Then lower left for the Attachment tab for Add files
Browse to select a file, then Place in line.

Microsoft Power Toys / Tools
Another poster found having these installed caused problems with the installer.
Apologies I should have mentioned before, the old grey matter not working to well.
So do you have these installed?

[JackieG]

I get this far....

And then after selecting either download or download/install I get this...

...regardless of what options I select or de-select on the previous screen.

I'm not aware I have Power Toys installed, though Windows 10 does have a habit of sneaking things in that I don't want everytime there's an update. But I can't see any folders or icons anywhere that suggest I have it.

[lata]

You have to install Power Toys, not installed automatically by windows 10

From your image if you deselect Bonus Features, Standard Content 2 and Standard Content leaving only Main Program
Does that also fail.

The installation would only be looking at this folder \64bit\Ultimate which is used to install the main program.

Post Updated
As it seems to be an issue with your pc it may be best to start the pc in Clean Boot
This starts the ps using the windows services with some or all user services stopped
If Video Studio installer then works ok then its one of your services / apps etc.
Now just a matter of finding the culprit.
If you are not sure how --- do a google search “Clean Boot Windows 10”

In fact going to System Configuration – Services and hiding all Microsoft services will show only user services.
Maybe viewing that list may show something unusual?

https://support.microsoft.com/en-GB/top ... 7a1807f3dd

[JackieG]

Tried all of this but still no joy. I also used System Configuration to compare what was runing on my PC with the one where the install worked, turning off everything that didn't match. But still no joy.
As it happens though, I have FINALLY had a response from Corel and have an engineering appiontment booked for 6pm UK time tonight. I have every confidence their expert eye with fix the problem.

[lata]

Jackie
I sent you a private message
You can read those via the link adjacent to your name, top right

[JackieG]

It has now been 16 days since I first reported this issue and I am still waiting for a meaningful response to allow me to install the product I have purchased.

I have had some very helpful suggestions here, but none of these has resolved the issue.

Today, I received a very welcome contact from someone in Corel Technical Support who invited me to book a 1 hour support session. I did this. I waited for 1 hour at the agreed time. That session did not happen.

This just goes from bad to worse frankly. But for the fact that I have a large amount of work locked up in .vsp files I would be giving up, asking for a refund and choosing another product. Even once this is resolved, if indeed it is, it is very unlikely I will take any future updates of any Corel product. The lack of support is appalling.

[lata]

I assume you were asked to install Team Viewer
Then you have to contact support providing your user name and password alowing Support access to your pc.

I can understand your frustration but I would contact them again requesting another session

[JackieG]

It was a scheduled call, set up via the link they sent me. The call did happen more than an hour late. But despite then spending more than 2 hours trying different things, the problem is still not fixed. The engineer even downloaded all the necessary files to my PC so that there was no need for the installation program to access the internet. But still it threw this message about there being a fault with my internet connection. As I have said from the start, the message is spurious. Something else is happening and it is wrongly reporting it as an internet problem. I have another call set up for 2pm today....

[JackieG]

So, after about 8 hours of engineering support over 2 days we have got to the bottom of the issue. The installer was trying to copy a file in my webcache to a file name that already existed and failing because it couldn't. Nothing at all to do with my internet connection or even with downloading anything. So looks to me like 2 bugs in the installer, the incorrect copying of the file and the wrong error handling and message being invoked.

[lata]

Thanks for the update and happy that you are able to use the program.

[Ken Berry]

JackieG -- Did they give you any details, such as the exact name of the problematic file, which we might use as advice to others who are having similar problems. As you are probably aware, there are a number of users currently having problems simply installing VS, though the reasons for this seem to be a variety. But it would be useful to least be able to tell them to look for a file in their webcache...