After 3 weeks this software still won't open. Terrible tech support!

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TheRaceReport2011

Newbie Joined: Feb 11, 2011 19:41 Messages: 25 Offline

Solved by

Feb 21, 2011 00:45

For starters it took tech support 6 days to respond to my last post.

I have followed every one of their suggestions and the program still won't open. Within seconds after initiating the program I receive the message "PowerDirector has stopped working"

After following their most recent suggestion to start in selective mode, I now receive a message stating that RichVideo is not installed on this computer.

If RichVideo is required to run PowerDirector is should have been installed automatically during the PowerDirector installation.

It's time to return this software and contact my credit card company for a refund.

We have never had such a bad experience in our company with our installs of MediaComposer, Premiere Pro, Premiere Elements, or Studio.

Ron Hills
Race Report Productions
www.TheRaceReport.TV Ron
www.TheRaceReport.TV

Dafydd B

Senior Contributor Joined: Aug 26, 2006 08:20 Messages: 11973 Offline

Feb 21, 2011 05:56

Hi Ron,
I've just looked over your diagnostic - and according to what you've posted you're system is fine but I have some requests.

Not knowing what support has offered please understand I'm going to make some general suggestions. Maybe just one will be the right one.
RE: http://forum.cyberlink.com/forum/posts/list/15956.page#78150
1. Are you running/opening PD as the administrator?
2. I see that C Drive is a scsi type and you have 27gb out of 122gb - please free up more space - give yourself at least 50gb (I would).
3. I'd like you to shut down ALL back ground running software. (I don't allow auto updates on any software without me specifically allowing passed the firewall.)
4. I'd like you to detach all USB devices that are unnecessary - keeping your mouse and keyboard. Later you can add back in the USB's in stages.
5. You have a number of Hard drives that are blocked from PD because they don't have sufficient working capacity. Free up at least 50gb in each. Drive E, G etc. I have some 9 HDD (6 internal and 3 external) Please advise which these are for you.
I also "ping" my externals with a wakeup "nosleep" software which means they're always available to PD and there is no stall or hang.
6. Where have you located PD - I presumed it was on C but please clarify?
7. You mentioned you have updated your ATI drivers - please do a manual check as the drivers have recently been changed. You have already have been directed to a guide.
8. PD9 64bit is a resource hungry software and will find a weakness in any PC. Please check the power unit in your system. I'm also concerned that C drive is struggling.
9. I want you please to look up the guide and programs at the link: http://forum.cyberlink.com/forum/posts/list/15688.page
10. There is also the possibility of a software clash taking place and for that to be corrected you'll need to remove some software. However PD is a 64bit program and none of those you've mentioned is although one may use the same functions. Elements is on my system and is find - so one of the other three may be a problem.
11. 6 days to respond isn't good enough. Please give me the support reference numbers and I'll ask CL's head office to look into the matter.

Dafydd

This message was edited 1 time. Last update was at Feb 21. 2011 06:01