Hi Cindy,

Okay, I'm going to get you to do a few things that might make you scream...

1. I want you to check you have the latest DirectX on your system.
2. I want you to uninstall - reinstall as the text file attachment instructs.
3. I want you to download the program again - might have got corrupted. I then want you to run through 2 again.

Okay something basic is wrong - something is preventing the program opening. What level of control do you have on your PC. You may have tried to install and have done so on a PC which has restricted access or you've installed "at a level" which prevents you using the software. - I'm guessing here.

Do the 3 things I've suggested and post a reply.

Dafydd

I'd like you also to post a DirectX Diagnostic report.

See attachment for instructions.

Dafydd

Thanks for the info . . . I'm in the process of re-downloading the program (which may take awhile). I did all of the things you have suggested so far. However, how do I check to see that I have the latest DirectX on my system?.

I agree that it is something basic. I am the administrator on this PC if that is what you mean as far as the level of control.

Also, I did receive a reply back from the support dept asking me to reset my display settings and monitor refresh rate which I did, but no luck. He also suggested the same things you suggested - with not luck.

Finally, I decided to try to download the program onto my HP laptop - and it works perfectly!!! However, I can't use it on my laptop because I need the hard drive space of my desktop that has all my video and still pics!

Let me know about the directx and I'll get back with you after I reinstall the program.

Cindy

Cindy,

The DirectX Diagnostic data will show you everything on your system including the version of DirectX you have. My guess is it's the latest.

If PD installs okay on the laptop there is no need to re-download.

It's your PC settings

Dafydd

OK, attached is the dxdiag text file.

I did everything, including re-downloading the whole program. Once again, nothing happened. It looks like it's loading, but nothing comes up.

Is there anything else I can check?

One more thing . . . . I downloaded a trial version of PD about 6-8 months ago. I let let the trial expire because I wasn't ready to buy it yet - and I uninstalled the trial. The reason I'm telling you this is, do you know if Cyberlink puts some kind of cookie (or file?) somewhere on the hard drive that won't let me evaluate a trial more than once? I do know that I tried a trial of Photoshop (and SonicFire Pro), let it expire, uninstalled it, then tried to download a trial again several months later on the same computer and it wouldn't let me do it. My computer guru friend said that sometimes companies will put something (a file?) on your computer that isn't deleted after you uninstall the trial to prevent people from just reinstalling trial versions.

I've been playing with the PD on my laptop and it looks wonderful - I can't wait to use it on my desktop! HELP

Hi Cindy,

Trial software - you cant re-try/re-install a trial after the expire date has passed.

Okay I know I'm doubting you but... did you follow the list of uninstall instructions to remove the PD?

I'm presuming you uninstalled the trial PD.

I'm wondering if you've got a software clash - two programs trying to occupy the same space (dll drivers). PD should if it is the last install over-write another program. The other concern i have is when you've un-installed a program you've also removed "shared" files and in doing so messed up your system and the program startup.

I presume Pinnacle starts up okay?

I'm guessing...thinking....

Go back to Tech Support, at the moment I cant think what the problem is.

Dafydd

I uninstalled the trial version of PD sometime after the trial expired. I, too, am wondering if there is conflict with another program. In the video world, I have pinnacle studio and ulead video that are not on my laptop but are on the desktop. However, like you said, since PD is the last new install, it seems like it should update/replace any shared .dll files.

I guess I just don't understand when you purchase a program, why it doesn't come with all the files you need to run the program and why you have to depend on other shared .dll files. I purchased a copy of the program on cd - could it have any extra files that aren't in the downloaded version and maybe be my solution?

I've uninstalled and reinstalled several times - I even downloaded the latest patch dated 2/9/07 because I don't have anything to lose! Still nothing . . .

I did read in one of the FAQ or other info on their website, that Cyberlink hasn't tested their software with all other software (I don't know how they could) and their could be conflicts.

I'm still waiting to hear from their help desk, but please keep me in mind if something pops into your head!

PS - IF I can eventually get the program to work on my desktop, do you suggest updating all the patches as they are available?

Hi Cindy,
Thanks for the extra bit of information. I've had multiple video editing software on my systems in the past including CyberLink's and I have not had a conflict involving a program starting up - usually there is a problem when selecting which program to carry out a capture.

Can you post the details of the build version you are using please - Open PD and Look in Help/About... I'm just curious to check which it is. If it's the laste build 2505a then you should not need any of the patches before that build etc.

I'd like you to check.
I want you to go the C:/program Files/CyberLink/PowerDirector/PDR.exe and double click on the executable file.... I want to see if the program will run from that location.

Okay Cindy the second option is drastic... perhaps for you. I would ask your friend to help. It involves wiping your computer's hard drive and reinstalling everything... Wait and see what the TS help desk suggests.

Dafydd

Thanks for telling me how to find the latest build and yes, it is version 2505a.

I already tried opening it from that location thinking the same thing you did and still no luck.

I've gotten 2 responses back from TS. They just keep telling me to disable and/or uninstall spyware, virus protection which I already have done. The latest response had me set an exception in the windows firewall.

I'm waiting on a response hinting to them about .dll conflicts and/or missing files. I'll let you know what they say, but it may be another day before I hear from them. I don't know where TS responds from but I assume is is somewhere in Asia. And you are ahead of me if you are in the UK - I'm on Central Time in the US.

I just don't think I could stomach wiping out my hard drive and starting over again for this one program with all the photos and video that are presently on it! Since Pinnacle works fine on it, I guess I'll just have to keep using that one until I can get a solution. I do have my computers networked, so I guess I could pull things off the desktop and edit and burn on the laptop - but the screen on the laptop is just not the same!

Please keep me informed if you think of anything else.

Thanks,
Cindy

Oooops...sorry Cindy... just realised what instructions I gave you to find the build version.

Yes I'm ahead of you. 2pm here...sun is shinning...cool breeze... Wild daffodils are out and bright yellow.

Today is Dydd Gwyl Dewi
Dewi Sant..... ineptly translated to Saint David (considering his name was NEVER David).

The daffodil and/or the leek are worn with pride in my country today.... You may ask why "the leek". It's to do with being worn in battle to identify friend from foe..... also the names of the two are similar in the welsh language and well some prefer to wear a flower

Have a nice day and I'll keep "thinking"

Dafydd

OH - I THOUGHT I HAD IT FIGURED OUT!!!! But maybe you could help me on this one. I have another desktop computer that I do more business-related work on. On a whim, I installed PD and it installed very nicely. As it was installing I noticed that it installed Quicktime 7.1 (which I thought I already had on there).

So I thought . . . what if I uninstall Quicktime on my media computer? And voila!!! Power Director came up perfectly! The only problem was I couldn't add any smartsound music. So I uninstalled PD and reinstalled using the quicktime within the installer. Everything opened and smartsound came up and even went out and found the rest of my music (I have sonicfire pro 4).

So then I restarted my computer, but PD would not load again. Uninstalled Quicktime - PD opened with no music - Installed Quicktime - nothing! I need to have quicktime on the computer because sonicfire pro 4 won't work without it. But maybe there is my problem.

Do you know if there is some kind of setting that I can apply to quicktime so everything can work as it is supposed to?

Cindy

Hi Cindy,

Not sure I have the answer... QT format is something I use just occasionally nowadays...and my brain leak!

I'm glad you located a possible cause. Why not try the whole thing and after backing up your Sonic stuff...uninstall the program and then uninstall PD? Then reinstall PD including the QT part ...everything in fact in PD and see what runs?

I know you said you want to have sonicxxx on your computer...this is just to find out if the whole program is causing the conflict besides the QT result you've already located (which I find really weird).

Dafydd