Support... where is it?

[altyfc]

Support queries don't seem to be being answered by Ulead here, I don't know why.

I've tried to send a message to technical support. It wants me to register the product and asks for a serial number which, if I have one, I don't know how to obtain it. There is a link titled "Tips for how to find your serial number" but no information for CD & DVD PictureShow 4 within that. Because I don't have a serial number (I paid for the product online), I am unable to go any further. I tried entering my order number but of course that didn't work.

I am desparately in need of help and can't seem to get it. I need to complete a project for a Christmas present... I'm so close - in fact, everything works just fine, apart from it all being in black and white.

Please can someone help at all?

Is there not just an email address I can contact tech support on?

Thanks

Aaron

[michaeltee]

Because I don't have a serial number (I paid for the product online), I am unable to go any further. I tried entering my order number but of course that didn't work.

Aaron,

If you have DVD & CD PictureShow 4, launch the program and click "Help" in the upper LEFT corner of the UI. Then select "About Ulead CD & DVD Picture Show".

A splash screen with your version and serial number will then be displayed.

I'm not sure if it's the same procedure with older versions (PS2, PS3, etc...).

In my case, typical response time from tech-support has been about 48 hours although I once received a reply within an hour. As far as I know they do reply to web board postings.

-Mike

[altyfc]

Hello Mike

Thanks for trying to help. I had already tried what you suggested but because I downloaded the trial and then bought the upgrade, I don't seem to get a serial number. When I do the above, the box that pops up says I'm on the trial version (which I'm not because I can add more than 10 images) and gives no serial number.

I am therefore stuck with trying to use these forums for support, but Ulead don't seem to be responding to any of my posts.

What am I to do?

Aaron

[michaeltee]

Aaron,

I don't know if Ulead handles web purchases differently in the UK, but here (in the U.S.) rather than provide key codes to activate the trial version, they email a list of download links for the FULL version of the program & additional content.

The recommended installation procedure is to uninstall the trial, delete the trial program folder (if it remains), clear your cache, and then install the "full" version. If by chance you have installed the full version "over" the trial, this may be responsible for some of the problems you're having including the serial number issue. If this is the case, I would consider a clean install following this procedure (at your own risk) as closely as possible:

1. Launch Windows Explorer and go to tools\folder option\advance setting to check "show hidden files and folders".
2. Please clean first your hard drive: Go to Start>All Programs>Accessories>System Tools then click Disk Cleanup. Choose the system drive to clean (ususally drive C then click OK. Check all boxes for cleanup and then click OK to clean your hard drive.
3. Go to your Add/Remove Programs in Control Panel and remove/uninstall PictureShow 4.
4. Go to "C:\Program Files\Ulead Systems"
5. Delete the folder for CD & DVD PictureShow 4.
6. Delete "C:\Program Files\Common Files\Ulead Systems" (***please don't delete if you have other Ulead programs installed)
7. Go to "C:\Program Files\InstallShield Installation Information". Delete the folder "{1F6199F9-9BED-4B43-9E5C-8495086EE714}"
8. Click Start: Run: type "regedit", click Ok.
- Under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\, please delete
{1F6199F9-9BED-4B43-9E5C-8495086EE714} folder if they are present
- Under HKEY_CURRENT_USER\Software\Ulead Systems\,please delete Ulead CD & DVD PictureShow 4 folder
- Under HKEY_LOCAL_MACHINE\Software\Ulead Systems\,please delete Ulead CD & DVD PictureShow 4 folder
9. Close regedit.
10. Install full version of CD & DVD PictureShow 4 again.
11. Install extra content.

If all goes well you should now have a serial number in the "about" screen and perhaps the other problems you've experienced will be resolved as well.

If the above doesn't help I would recommend that you email UK Customer Service and request a serial number which you can then use to complete your tech-support form. Of course you will want to include the details of your purchase along with the request.

NOTE:
There is also an unreleased burning patch that can be applied once the full version of PS4 has been properly installed. I would suggest trying this only if you are still experiencing the "color" problems you mentioned in your other posting. Can't say for sure if it will help but the link is:

ftp://UL915HH6:OIQ41NEF@Private.ulead.c ... _Patch.exe

Hope that helps
-Mike

[altyfc]

Hi Mike

Thank you so much for your efforts to help. I only got a link for an upgrade when I bought the product, so I'm not sure that would be a stand-alone install. Anyway, the good news is that at, around 1.30am last night, I finally cracked it! My DVD player has a setting on it where you can say you want to display colors in RGB. I changed to that (other DVDs had been playing fine previoulsy, mind you) and not I get my slideshow in full color... phew.

I would like to take this opportunity to thank you and others for giving up your time to try and help me. I would also like to take this opportunity, though, to say I'm very disappointed with Ulead's apparent lack of support. I shall be changing to ProShow Gold from now on and making a point of not buying Ulead products. There are so many people on this forum that are clearly very agrieved with a variety of issues that it amazes me that Ulead don't try to do more to help. It's very short-minded of them.

Anyway, rant over... at least I have a working DVD.

Aaron