Software Does Not Load

Wysdom

Newbie Joined: Jun 30, 2022 09:35 Messages: 1 Offline

Solved by

Aug 16, 2022 21:47

Ever since I updated my software -- as prompted by Cyberlink to do so -- my software crashes. I have spent MONTHS back-and-forth with their support, who can't seem to figure out the problem. They don't look at their software or the update. They continuously point to my computer as the culprit. Interesting since I was able to use the software on my computer without fail until THEY ISSUED AN UPDATE TO SAID SOFTWARE.

And I have not added or deleted any software nor have I changed any settings on my computer before or after the updates. It is not my PC!

They have sent me an additional update, and ever since I installed that update the software doesn't load at all. They tried to blame their software launcher application, but I don't now nor ever have used the launcher. I always simply launch the software as I don't need an additional piece of software to go through just to launch PD 365.

They asked me for a full list of ALL software loaded on my PC. Really? WHY?!?!? That's none of their business what software I have on my machine. I have told them that I have changed NOTHING on my PC with the exception of THEIR UPDATE! The software worked prior to the update. I haven't added/deleted/changed anything on my PC. So there's no need for them to have a list of software that I have installed on my personal, private device! Maybe if I added/deleted/changed some software or settings, then yes -- maybe they'd need to see what software I have installed. But nothing changed except whatever they changed with their update. And if the software was working before THEIR update, then it should work after if nothing else has changed.

I'm not your typical "end user"... Over 30 years experience in the I.T. field. I know when the "helpdesk" is simply buying time to figure out what they screwed up. Been there. Done that. I've paid money to this company and they have delivered a faulty, non-working program along with a bunch of excuses about it being my machine that's causing the problem when that is not the case.

Some assistance in getting this __________________ "software" working so I can use it since it's paid for. Did I mention they won't refund my money either???? Yeah... They sell you non-functional software, their "support" can't make the software work, and they ignore the fact that I've repeatedly asked for a refund since THEIR UPDATE caused the failure and they can't fix it.

Great company, eh? NOT!

tomasc

Senior Contributor Joined: Aug 25, 2011 12:33 Messages: 6464 Offline

Aug 17, 2022 02:06

This is something that Cyberlink does, I believe to catch pirates. A few years ago I qualified to download the Power2Go member version for free for spending x dollars. The downloaded Power2Go doesn’t install. Contacted Cyberlink support and they sent a file to me to look at all the software and produce the list and send it back to them to look at. Afterwards they sent a link to allow downloading a Power2Go that installs. About a year later I uninstalled Power2Go as I use a different software. A user here reported a problem with Power2Go so I decided to redownload that from the website. Guess what? Got the same error that it won’t install. I did not bother to contact support about it. I went ahead and installed the working version they sent me from a backup and it works. Support never bother to replace that defective Power2Go that won’t install as that may be a good way for them to see what users have on their pc.

There was a link to download a previous version of PD365 but the link has expired and is no longer active.

I believe that you should ask Cyberlink support to give you a link to the previous version. After you receive it be sure to save the install file so you don’t have to contact them again should another update cause problems in the future.

It may be okay to give them a list of software on your pc if you are comfortable with it.

Hope this helps.

This message was edited 2 times. Last update was at Aug 17. 2022 02:34

PowerDirector Moderator

Senior Contributor Location: New Taipei City, Taiwan Joined: Oct 18, 2016 00:25 Messages: 2104 Offline

Aug 17, 2022 03:18

Hi,

I'm sure we can all appreciate the frustration when things don't go right, but this is a member to member forum, not monitored by CL, so ranting doesn't help members offer solutions.
Patently, the latest update seems to work for others, and there haven't been any significant reports on the forum of your issue.

If you could clarify your issue precisely - by that I mean what exactly happens - when you say "....the software doesn't load at all...." or
"....-- my software crashes....". Blue screen, hangs, any error messages, splash screen or....?

Have you tried launching direct from PDR.exe just to check that route, if the normal shortcuts seem not to work.

Please refer to these links to help members offer solution/experiences that are more focussed than a best guess.

https://forum.cyberlink.com/forum/posts/list/85748.page
and in the case of uploads and privacy
https://forum.cyberlink.com/forum/posts/list/83642.page

Cheers
PowerDirector Moderator

This message was edited 2 times. Last update was at Aug 17. 2022 03:19

For customer support related issues, please contact:
- Customer service: https://membership.cyberlink.com/support/customer-services.do
- Technical support: https://membership.cyberlink.com/support/service/technical-support.do

Warry

Senior Contributor Location: The Netherlands Joined: Oct 13, 2014 11:42 Messages: 853 Offline

Aug 17, 2022 04:57

Recently, I received the same kind of reaction on a problem I called out. The support team went as far as proposing to me to reset Windows. It may come from a standard reaction template.

I think is may also have to do with the support person who reacts. I also had very prompt and good reactions from support.

Indeed it is a member to member, user to user forum. I still think that Cyberlink should read what is being written here. Because it will give the company an idea of what their (!) users want and like and what they may have problems with.
They also should realize that potential customers read discussions on the forum too. And the decide to buy or not depending on the sentiments expressed by the members to other members.

Having said that: Wysdom? What is your current status? Is PD working, and if not, is there something to share so that we can help or come with suggestions?

This message was edited 1 time. Last update was at Aug 17. 2022 05:00