Setup cannot install the upgrade.... PD Deluxe 10.0.0.1012 to PowerDirector Ultra

aritario123

Newbie Joined: Nov 13, 2011 12:58 Messages: 5 Offline

Solved by

Nov 17, 2011 14:50

Hello, I'm new here and I have this situation...

Cyberlink PowerDirector Deluxe 10.0.0.1012
SR number: VDE110927-04
32-bit

Then I paid the Upgrade on Nov. 17, 2011 to:
Cyberlink PowerDirector Ultra w/ RomancePack included
and extended download service

Problem is with file: CyberLinkPDR10R_toUltra_1005_GM2_113320_VDE110929-04.exe

When the old activation key is required then appears this mssg:

"Setup cannot install the upgrade. Your system must have the previous version of PowerDirector installed. The installation will abort."

Why this? I have the Deluxe version running and what I want is the Ultra version with all the features that the Deluxe doesn't have.

Diagnostic Files included in attachments along with Screen capture

Can somebody help me out? Thx in advance!

Filename	DiagnosticFiles.zip	Download
Description
Filesize	13 Kbytes
Downloaded:	492 time(s)

This message was edited 1 time. Last update was at Nov 17. 2011 14:51

aritario123

Newbie Joined: Nov 13, 2011 12:58 Messages: 5 Offline

Nov 17, 2011 14:53

... the Screen capture:


Filename	Untitled-1 copy.jpg	Download
Description
Filesize	72 Kbytes
Downloaded:	265 time(s)

RobertJ/OZ

Senior Contributor Location: Melbourne Australia Joined: Aug 14, 2006 02:26 Messages: 1209 Offline

Nov 17, 2011 16:11

Contact Technical Support, you cannot upgrade from 10 Deluxe to 10 Ultra, upgrades are for previous versions only, ie. 9 to 10.
Tech. Support maybe able to offer advice, provide all necessary documentation, you might need to seek a refund (you have 30 days from date of purchase)

Robert
Intel i7 930, 16GB ram, Radeon HD 5770 1Gb,Ver. 14.12 Win7 64 bit
Intel i7 7700 HQ, 16 GB ram Nvidia GTX 1050Ti 4GB dual drives 1 TB SSD + 1 TB HDD Win 10

PDtoots

aritario123

Newbie Joined: Nov 13, 2011 12:58 Messages: 5 Offline

Nov 17, 2011 21:56

Thx Robert for your answer.

I already had answer from Technical Support requesting purchase ID from version 9 (which I don't have due that my software is PD10 Dlx. version)

I sent back another mssg with all the info I had and other questions but I really don't understand how is possible to not get the upgrade from Dlx version to Ultra version when is very clear both versions has differences, ie. the 3D effects...

But also, even in this website I receive the offer to do the upgrade to Ultra version in order to get all these features not available with my current version of PD 10 Dlx.

I don't know. Is very frustating....

Thx for your input Robert. I'll see what to do on the next days.
Thx!

Brissel

Newbie Joined: Nov 18, 2011 06:13 Messages: 9 Offline

Nov 18, 2011 07:30

I have same problem with upgrade from 8 ultra . aborts with same message as yours

aritario123

Newbie Joined: Nov 13, 2011 12:58 Messages: 5 Offline

Nov 18, 2011 12:24

I was beginning the process to cancel / refund and I hate doing this sort of thing that normally, rarely I do. But time is money and we must preserve it as best we can.

Brissel

Newbie Joined: Nov 18, 2011 06:13 Messages: 9 Offline

Nov 18, 2011 13:44

I will give support one more day . I think 10 update has a glitch . My uncle has full version and likes it.

Brissel

Newbie Joined: Nov 18, 2011 06:13 Messages: 9 Offline

Nov 18, 2011 13:51

I meant upgrade

Brissel

Newbie Joined: Nov 18, 2011 06:13 Messages: 9 Offline

Nov 18, 2011 13:58

If you look at the box for your CD key entry for upgrade it is one box . Should be 6 boxes for 5 letters & or numbers . This may be the problem . I entered all in one line . I also tried spaces and hyphens . None worked .

Brissel

Newbie Joined: Nov 18, 2011 06:13 Messages: 9 Offline

Nov 18, 2011 14:11

support answer Dear Michael,

Thank you for writing back.

Please note that you have purchased Upgrade to PowerDirector 10 Ultra from 8/9 non-Retail versions on 2011-11-16 and the software version you are using on your computer PowerDirector 8 Ultra full retail version.

Non-retail version of PowerDirector 10 Ultra upgrade it will not install on PowerDirector 8 Ultra full version.

I would request you to please take the refund of Upgrade to PowerDirector 10 Ultra from 8/9 non-Retail versions and purchase the upgrade of 8/9 retail version from our online CyberLink store.

Follow the link given below to contact our sales partner Digital River and ask for refund.

http://store.cyberlink.com/DRHM/servlet/ControllerServlet?Action=DisplayERefundInstructionsPage&SiteID=clinkus&Locale=en_US&Env=BASE

NOTE: Open above link and fill the information after that you will get refund of your order.

Please feel free to contact us back for any further clarification or for any assistance related to CyberLink Products. Use the below mentioned link to get back to us for your further queries:

https://membership.cyberlink.com/prog/support/cs/support-login.jsp

Thanks and Regards,

Brissel

Newbie Joined: Nov 18, 2011 06:13 Messages: 9 Offline

Nov 18, 2011 14:55

Applied for refund and bought retail version same price downloading now .Was that your problem ? Will post if that was the problem or not .

Brissel

Newbie Joined: Nov 18, 2011 06:13 Messages: 9 Offline

Nov 18, 2011 16:13

Installed retail version no problems . Hope this helps someone else .Up and running .

aritario123

Newbie Joined: Nov 13, 2011 12:58 Messages: 5 Offline

Nov 18, 2011 22:02

Hello Brissel. I just received another email from Tech. and the answer is the same that applied to you, same problem. So I just did the refund process and just need to wait 5-7 days. Then I'm going to buy the Ultra.

Glad to see you doing good too with all this... have a nice day!

BarryTheCrab

Senior Contributor Location: USA Joined: Nov 06, 2008 22:18 Messages: 6240 Offline

Jun 28, 2012 05:37

Post removed.

This message was edited 3 times. Last update was at Jun 28. 2012 06:39

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Dave456

Senior Member Location: Youngstown, Ohio Joined: Oct 30, 2010 06:46 Messages: 280 Offline

Jun 28, 2012 05:37

Hi aritario123,

Seems that worked well for Brissel, it does get confusing going from product upgrade to another, retail, non-retail, deluxe and ultra. Just post your question here and surely someone will point you to the proper version next time around. aritario123 if this sovles your issue could you please change the subject line and insert solved into it, this would helps other to know what fixed it.

Dave HP Envy 17
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