Hi MonnieHawk. It has been reported in the forums that Cyberlink Tech Support can take 5 days or more to respond. I have had a ticket open myself for several days without response. In my case, I don't care. I found my answer on this forum after opening the ticket. The pros here are awesome.

It is my understanding that PD8 must be installed for an upgrade. PD9 will check for it and apparently remove it as a part of installing PD9. If I am mistaken, I am sure the pros will set me straight.

Hope this helps. Have a great day.

Regards,
-Phil

Many thanks, Phil.
It was as I suspected, but I thought my enquiry may have been lost somewhere.
As for the forum, I am in no doubt that it is a great receptacle for ideas - which is why I joined.
I will be a little more patient.

MonnieHawk: I did get a reply from CL Tech Support after 5 days. They didn't answer my question at all. Good thing the pros here on this forum solved my problem for me. They're great!

Have yourself a fine day.

Regards,
-Phil

Hi,
To install an upgrade build from 8 to 9 - you will need a working version of 8 on your system.
If you've registered your version of PD8 and can give support the reason why you're having problems, they may be able to give you a replacement 8 build for you to upgrade from.

To install PD9 full build.... you of course don't need to have an earlier version

Dafydd

Dafydd,
Thanks for that. I did register and guessed that they would have a record of that. I will continue to wait for the reply. It is Monday morning in Australia and I assume still the weekend wherever the call centre is, so I guess it may be another work day or more before I creep to the head of the queue.
Regards,
Gary Wragg

Garioch. After 10 days waiting. I Had the same useless response from some offshore call centre. The quality of the English and the reply left me bewildered. He/she obviously did not understand and I can't see any value in waiting another ten days for what could well be another translation muck up.
Don't think I'll bother with them again.
I have downloaded a trial copy and am running through it. It is fast, but if I have problems, I am unsure about the quality of the support. In effect, the forum is really going to be more responsive and informative, I feel.

Hi MonnieHawk: Sorry to hear that you had the same bad experience with CL Tech Support that I did. There are many complaints on this forum. And yes, you will get great support from the editors on this forum if you provide them with the information that they need should you encounter an issue.

Perhaps if you sent a Private Message to Dafydd and attach your tech support request and response, he might look into it for you. He does have some pull with Cyberlink and he has generously helped me in the past.

I hope that you get your problems sorted out. The full version of PD9 Ultra is a delight, despite its few "eccentricities."

Have a great day.

Regards,
-Phil

I did download the trial copy and was very happy with it. Short learning curve from V8 and very fast. Gliches remain such as PD forgetting which clip on the timeline actually was to play, but save, exit and restart clears it. Annoying.
I decided to purchase the full version of PD9 Ultra online and paid in $US rather than Australian for the download. Both dollars are about parity, but on the website the exchange rate for $AU was a massive 50% above the $us89.00 asking price, so I opted for $US and saved $40, less a small international transaction fee from my bank.!

The download came at a trickle - total was over 12hrs! Can't see why. The trial version came down in about 45mins. I checked my line speed and it was running at 450Kb +or- while the file speed downloaded at about 12kb! Turned off firewall and my virus s/ware, but to no avail.
Checked the download in the morning and ended up with a PART file.
The program file only partly came down and was unable to run.

A screen shot is attached.
I tried to check the status of my order and it claimed "No orders were found".
The emailed link to the download is gone.
My platinum m'ship entitled me to 1 month free phone support. Only problem - living in Australia puts me just outside continental US and Canada where phone support applies. Bummer!
My order information is:
Order Number: 13364661124
Order Date: March 25, 2011 3:43:07 AM CDT

Quandary! Call Support and wait another 10 days for a reply that defies translation, or hope someone else has had the same problem and can offer advice to shorten the experience.
Any advice, anyone?
(Note to self: Self! Buy the boxed version next time!!)

MonnieHawk,

You should have 30 days to download the program files. There is a limit to the number of downloads, but I am not sure what it is. Personally I have never had a download problem with Cyberlink porducts.

You say your emailed link to the download is gone. Where did it go?

When I look at my purchase/order confirmation email I received when I purchased on Dec 3, 2010 the links for the downloads are in the email. My links do not work because they are older than 30 days, but your links in your email should still work for up to 30 days.

If you did not save the email then all I said is quite useless.

Hope this helps.

Hal


OS - Win11 Pro, Alienware R13, CPU - Intel Core I7-12700KF 12 CPUs), 16g DDR5 4400 RAM, Video - Geeforce RTX 3080ti 12g, PD11 & PD365
My YouTube

Thanks HalCon!
I found it!! At least I think it is it! It is the content file "2_ContentPack_VDE100318-02" and I can only assume it brings the PD exe program file down as well. It was the exe that didn't complete last time.
Incidently, it is again sending the file at ISDN speeds, not DSL. Why? (I had just downloaded the trial version again and it kicked along at standard DSL of 450KB a sec!)
I will have to wait until tomorrow to see if it did it successfully this time. Only 11hrs 34 mins to go!!
I suspect this is going to shape up as another protracted exercise where I get angry and frustrated for a very long time.

MonieHawk,

According to your screen shot, you already have the content pack downloaded.

You need the Program file, should look like this:
1_PowerDirector9Ultra64_VDE######-##.exe, Yours will be slightly different as you are downloading a newer version than I originally downloaded,

Your email should have included three download links.
1 - Program file
2 - Content Pack
3 - Holiday menus - This was a special offer when I purchased.

Hal
OS - Win11 Pro, Alienware R13, CPU - Intel Core I7-12700KF 12 CPUs), 16g DDR5 4400 RAM, Video - Geeforce RTX 3080ti 12g, PD11 & PD365
My YouTube

Hal,
All seems OK!
Yes. The content packs downloaded and unpacked OK in both attempts, but each time the PD.exe file failed to download fully or just failed when it tried to be created. (I tried again last night.) This morning, for some reason and in a fit of deep depression, I just double-clicked on the second unfinished PD.exe file and it roared back into life, finished its download and despite another flash screen saying it failed to register again, it did actually create a finished exe. I clicked on it, it installed and Voila! PD9 Ultra.
Still mystified at the process, but... enjoying the familiar vista of a timeline and preview screen!!

Suddenly the world is such a beautiful place!!

I did have a bad feeling about downloading. (Must make back up disk, must make back up disk, must make...)
Thanks for your help. Much appreciated.
Will no doubt lean on you again when I get into PD9!

Gary

Gary,

Thanks for the update. Glad you got it worked out.

We will help out in any way we can.

Hal
OS - Win11 Pro, Alienware R13, CPU - Intel Core I7-12700KF 12 CPUs), 16g DDR5 4400 RAM, Video - Geeforce RTX 3080ti 12g, PD11 & PD365
My YouTube

CyberLink tech support is the worst I've encountered in 29 years. After 6 weeks I am still trying to get this program to run. You will find some really great people on this forum!
Good luck Ron
www.TheRaceReport.TV

TRR2011,
It's not the worst for me! Despite a number of attempts, I actually haven't encountered ANY Tech Support!!
I'll stick to the forum and use 'em as a last resort.
Gary

Well! Strike me lucky!
Twenty two days after my original enquiry, and 12 days after the first reply, I received another reply saying that they had found a record of my previous purchase and have prepared an upgrade file for me!!
Their first reply (10 days after lodging) said that I needed a full working copy of PD8 before I could upgrade, thanked me for the enquiry and closed the incident! I railed against the cursory attempt to resolve the issue and gave up.
Immediately after that I just bought PD9 Ultra outright and installed it.
Now they concede that I have a case!? Why didn't that happen in the first instance?
Not much point pursuing the additional bucks or the issue in general. I can't stand any additional angst. Just a salutary lesson in Cyberlink's support system.
Praise be to the Forum!!

Hi MonnieHawk

It's universally known that CL tech support is almost non-existant - the only upside is this forum that can provide answers to almost any product/technical query you can think of. Happing editing

Best Regards

Neil
CubbyHouseFilms
My Youtube Channel
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PD3.5, 5, 6 & 7. Computer: Dell Dimension 5150, Intel Pen. 2.80 GHz, 2GB RAM, NVIDIA GeForce 8600GT 256MB, Windows XP Pro!!
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I hear your pain....

I am still waiting for a reply from CL tech support after more than 2 weeks. I sent them the dxdiag file and information they requested, and have heard nothing back from tech support person Bedi.

There are some GREAT people on this forum, many who have offered suggestions to my problem.

But one fact remains... after more than 2 months I have yet to see what PD9 looks like, since it will not open. Ron
www.TheRaceReport.TV

TRR,
What can I say....
I weep for you!

FWIW, tho. I had a similar battle with Corel over their Video Studio when they took over my old software. I ended up $160 and a lot of time down the drain.
They couldn't, wouldn't or were not interested in helping, so Cyberlink is not a surprise.
As soon as I saw the same pattern emerging, I just pulled out.
Head, Wall, Bang thingo!