(Solved) Support Cyberlink Service not great at all!

quim111

Newbie Location: Lisbon, Portugal Joined: Jan 16, 2014 21:46 Messages: 40 Offline

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Oct 02, 2015 11:05

To cut short, had windows 7 and powerdirector 13, everything worked fine. Updated to windows 10 (clean install). Tryed to install powerdirector 13 (previous saved instalation filles). Couldn't install, says "some installation files are corrupt". Contacted suport, they sent a download link with new files. Some problem and message again. Contacted again, asked me to send some pc details. It's now more than 1 week with no suport contact with a solution!!

This message was edited 1 time. Last update was at Oct 07. 2015 20:41

quim11

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optodata

Senior Contributor Location: California, USA Joined: Sep 16, 2011 16:04 Messages: 8630 Offline

Oct 03, 2015 02:26

We're volunteers here, and we can't send you any installation files. I suspect that something may wrong with your new Win10 installation if two sets of downloaded installer files give you the same error message.

Since you did a clean Win10 install, one option is to go back to Win7, install PD13 and then do an in-place upgrade to Win10. It should only take a couple of hours and you don't need to be there the whole time. You will need your original Win7 license key unless you can restore from a system image backup.

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quim111

Newbie Location: Lisbon, Portugal Joined: Jan 16, 2014 21:46 Messages: 40 Offline

Oct 03, 2015 09:27

Hi optodata,

Thanks for your time reading my problem. The thing is that power director is suposed to work on win 10, right? That's why I've upgraded from power director 12 not long ago. Revert my OS to win 7 is not an option, my win 10 is working fine. My problem is, why it takes so much time to get a solution for a client? Aren't any other options?

This message was edited 1 time. Last update was at Oct 03. 2015 09:29

quim11

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optodata

Senior Contributor Location: California, USA Joined: Sep 16, 2011 16:04 Messages: 8630 Offline

Oct 03, 2015 14:32

We don't have any access to Cyberlink's tech support, and your situation is not very common. I (and many other people) have PD12, 13 and 14 working on Win10 systems, so the issue you're having is not because PD isn't compatible with Win10 - it's because something is wrong either with the installation files or your system. It's really that simple.

The difficulty is figuring out why PD13 won't install, and CL tech support will probably walk you through a script of things to do, but it may be a day or two in between responses. Below are the steps that will probably solve the issue, and you can do them yourself right now without any further dealy.

You can try downloading the installer files a 3rd time and see if that helps, or you can try the steps listed in this *post* to run the SFC command. If SFC isn't able to resolve the installation issue with PD13, one option is to use the Reset this PC from the Settings|Update & Security|Recovery tab. If you have lots of other apps installed and configured, you can choose to keep them installed and reinstall Win10 "around" them.

You can also have it do a second clean install, which I think will have a higher probability of curing the underlying issue.

If none of these suggestions work, you actually can easily go back to Win7 by downloading the appropriate, authorized ISO version from *Microsoft* and creating a DVD or flash drive-based installer. As I mentioned before, you'll need your orginal Win7 license to install which will automatically be upgraded to a Win10 license during the upgrade, and there's a very hand tool on that webpage that will let you verify that your license key will work with the retail version of Win7 before you download and install it.

Some background on my Win10 experience: I upgraded 4 PCs from Win8.1 to 10 and 3 had no problems at all. On my main desktop, however, I had several issues. My in-place install didn't work so I did a clean install but that broke my Windows license, and after arguing with MS about it I ended up going back to a clean install of win8.1, doing an upgrade to Win10 then restoring from a backup I made in Win10. I was done in about an hour and a half and my problems are all resolved.

Even though I didn't want to have to go back and put in that time and effort, but I ended up with a solid machine that's not going to cause me more unforeseen trouble down the road.

I hope at least one of these suggestions will fix the issue so you can install PD13 and start editing videos. Please post back when you have some results. Good luck!

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quim111

Newbie Location: Lisbon, Portugal Joined: Jan 16, 2014 21:46 Messages: 40 Offline

Oct 05, 2015 08:49

Just an update, support sent me a new download link and this time worked and I was able to instal PD 13. But now a new problem, I can open my projects, but the minute that I click on them on Timeline view, powerdirector crashs and shuts down! quim11

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optodata

Senior Contributor Location: California, USA Joined: Sep 16, 2011 16:04 Messages: 8630 Offline

Oct 05, 2015 15:53

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quim111

Newbie Location: Lisbon, Portugal Joined: Jan 16, 2014 21:46 Messages: 40 Offline

Oct 05, 2015 17:17

Optodata,

Thanks for your helpfull tips!

What's your post about SFC command?

Windows dosen't let me install quicktime 7.7.8, it says that's only for winvista and win7/8!!

This message was edited 1 time. Last update was at Oct 05. 2015 17:18

quim11

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optodata

Senior Contributor Location: California, USA Joined: Sep 16, 2011 16:04 Messages: 8630 Offline

Oct 05, 2015 17:25

This one:

Quote: ... try the steps listed in this *post* to run the SFC command. If SFC isn't able to resolve the installation issue with PD13, one option is to use the Reset this PC from the Settings|Update & Security|Recovery tab. If you have lots of other apps installed and configured, you can choose to keep them installed and reinstall Win10 "around" them.

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quim111

Newbie Location: Lisbon, Portugal Joined: Jan 16, 2014 21:46 Messages: 40 Offline

Oct 05, 2015 18:13

For quicktime I get a message that prevent me from install it. It says something like: you cannot install quicktime, this version (7.7.8.) is only for windows vista and windows 7.

This message was edited 2 times. Last update was at Oct 05. 2015 18:30

quim11

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optodata

Senior Contributor Location: California, USA Joined: Sep 16, 2011 16:04 Messages: 8630 Offline

Oct 05, 2015 18:17

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optodata

Senior Contributor Location: California, USA Joined: Sep 16, 2011 16:04 Messages: 8630 Offline

Oct 05, 2015 18:49

I hope that post helps. I haven't seen that problem on any of my Win10 computers, but it appears that other people have.

Here's what a successfull install should look like:

You may want to click on the YT logo to see it full screen. It's easier to see the text and the options that I'm setting that way

This message was edited 3 times. Last update was at Oct 06. 2015 01:55

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quim111

Newbie Location: Lisbon, Portugal Joined: Jan 16, 2014 21:46 Messages: 40 Offline

Oct 05, 2015 20:47

optodata,

Saw all your posts, follow all your sugestions, still the same, still crashing and closing. Again thanks for all your help, but this needs a major solution.

Contacted support again, explaining the problem, it's something that they have to resolve with a patch/update. It's not acceptable that they garantee that a program (PD13) works with a new OS (Win10) and in reality it doesn't!!

I'm a costumer that payed for a good/service (twice actually, PD12 and upgrade to PD13!!), so it has to deliver what's being advertised! No less than that. quim11

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optodata

Senior Contributor Location: California, USA Joined: Sep 16, 2011 16:04 Messages: 8630 Offline

Oct 05, 2015 21:15

I agree that you should be able to get PD13 to work on your Windows 10 system and I hope that tech support can help you.

As I've said before, the problem is not with PD13 because it is running successfully on many Win10 systems. That tells me that something is wrong somewhere in your PC, and the best way to find many serious problems is the SFC scan.

You don't seem to want to do that, and you don't want to hear that you might need to reset or reinstall Windows. I completely understand, and I also agree that you "shouldn't" have to do those things to get a program to run.

However, since none of the things you've tried so far have worked, the only realistic answer is that Windows isn't installed correctly on your computer.

If you ran the SFC scan, you'd have an answer in a few minutes. I am pretty sure it will tell you that there are errors that it can't fix. If you ran the DxDiag test as detailed in this *sticky* I believe you will see many serious crashes called "Fault Buckets" at the end of the report.

The "major solution" you're looking for will then be pretty obvious, and that would be to reset/reinstall Windows.

I hope you'll be willing to run one or both of those tests, and I wish you well in getting this issue resolved. Good luck!

This message was edited 1 time. Last update was at Oct 06. 2015 02:00

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quim111

Newbie Location: Lisbon, Portugal Joined: Jan 16, 2014 21:46 Messages: 40 Offline

Oct 06, 2015 09:07

Hi Optodata,

As you sugested, I did both tests as seen in the attachments. One is fine, the other show some errors.

By the way, I've uninstalled PD 13 and installed again and so far I think that is working fine!! Mystery!

But again, thanks for your help & patience!! You're the best!

Filename	sfcdetails.txt	Download
Description
Filesize	137 Kbytes
Downloaded:	379 time(s)

Filename	DxDiagQuim.txt	Download
Description
Filesize	71 Kbytes
Downloaded:	293 time(s)

quim11

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optodata

Senior Contributor Location: California, USA Joined: Sep 16, 2011 16:04 Messages: 8630 Offline

Oct 06, 2015 12:26

Hi quim111

You're the one with patience, and I'm very happy that PD13 is working for you now after reinstalling!

I'm also very glad that you ran both tests, and actually they both show serious errors and I can pretty much guarantee that you'll continue to have "mystery" problems until you reset or reinstall Win10. Sorry!

In the DxDiag results, the 10 most recent serious failures are at the end of the report and the details are spelled out in every Assinatura do problema: line.

There are unrecoverable errors with the Windows Store, with several update packages and with the Windows Updater itself. The last crash was PD13, and I'm glad to see that you had downloaded and installed the latest patch!

The results of the SFC scan tell a similar story. There are 64 damaged files that SFC could not repair, which usually means that the original files (which are kept in a secure folder on your hard drive) are damaged or missing too. Some are only images needed to draw specific controls, but others are core parts of the OS, including many J a v a s c r i p t (.JS) files that are required by Windows Update and the store. Note the editor will not allow a post with that word! ↑↑↑

You can find all the files that are damaged by opening your sfcdetails.txt file and searching for "Cannot repair"

So, now we all know the status of your computer and we also know that PD13 is finally working for you. I can't say how long that will last or what other problems will show up, but with Windows Update damaged, the future of your system doesn't look too promising.

My advice, which you are perfectly free to act on or totally ignore, is to set aside a couple hours when youaren't in a hurry and follow the steps in my second post. Start with Reset your PC, and there's a good chance that your problems will be resolved. You can easily run the SFC test again afterwards, and if you see a message that no integrity violations were found, you're all set!

If SFC still shows problems that it can't fix, follow the steps to go back to Win7 and let the Win10 update come through and start over. That will take more time and you'll need to reinstall PD and all your other programs, but that's the only way from here to be absolutely certain that you have a solid installation of Win10 to work with.

Desejo-lhe bem com tudo!

This message was edited 4 times. Last update was at Oct 06. 2015 12:29

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quim111

Newbie Location: Lisbon, Portugal Joined: Jan 16, 2014 21:46 Messages: 40 Offline

Oct 07, 2015 20:41

Optodata,

Got it! I've just did the reset, everything's working!

You're the one that figured out in the first place!

Thanks!

This message was edited 1 time. Last update was at Oct 07. 2015 20:42

quim11

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optodata

Senior Contributor Location: California, USA Joined: Sep 16, 2011 16:04 Messages: 8630 Offline

Oct 08, 2015 00:44

quim111, I'm really, really happy that you got it fixed. Thanks very much for trusting me to help with your stubborn problem, and I hope your computer behaves itself from now on!

Congratulations on a job well done

This message was edited 1 time. Last update was at Oct 08. 2015 00:50

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