Absolutely ridiculous user experience...

Mason

Newbie Joined: Feb 04, 2007 17:28 Messages: 3 Offline

Solved by

Feb 04, 2007 17:54

I have wasted a Sunday afternoon trying to do one simple thing...install Power DVD Deluxe 7 to Windows Vista Business.

I am a licensed owner of PowerDVD 6 Deluxe which I purchased in May of 2005. Vista listed PowerDVD 6 as a version that was not compatible or had known issues with Vista...thus I forked out another $29.99 to get a version that works with Vista.

So, I go to install the downloaded copy of PowerDVD 7 Deluxe and as I feared, I was going to have to install the incompatible version of 6. Once I started version 6 to register, after submitting my registration info, I get this bogus error message that I'm not connected to the internet. Bogus because a) I have an always on connection and b) I disabled the Windows Firewall. After doing some snooping around via Google, I got the idea to disable the UAC process in Vista (User Account Control). After rebooting, then launching PowerDVD 6 again, I filled out the registration form and sure enough, the registration info successfully submitted. (note that I've already registered the product previously so I assumed this was merely a formality so that all the pieces would be in place for me to install the upgrade)

With that hurdle cleared, I went on to install the upgrade (version 7).
As expected, the previous version was detected and I was prompted to remove it. This seem to work as expected. After the install completed, I went to launch version 7. I'm immediately presented with the activation screen. Fair enough, I enter my activation key, the Activate button "enables" itself and so I click it.

An error message...I'm getting used to this now.

"You cannot upgrade PowerDVD 7 because you do not have Administrator privileges on this computer."

Well isn't that a load of crap. The account that I am logged in as is indeed a Local Admin and furthermore, I have disabled UAC anticipating that the install programs may be poorly coded to account for these new permission considerations.

So, I decide to humor the Cyberlink install by launching the the Cyberlink app by selecting "Launch as Adminstrator" from the right-click menu. No go.

So, I decide to login as the big kahuna, the Administrator account. Then I launch PowerDVD 7. I fill out the activation form...again. Again, I am told I don't have administrative privileges.

So, I uninstall and reinstall ensuring that I run both installs "as Administrator" by selecting "Run as Administrator" via the right-click menu option on the EXE from the file system.

Same crap, same error message.

I've performed all kinds of searches against the forum, the knowledge base and NOTHING comes up. Stuff like "cannot upgrade", "Administrator privileges", etc. No hits.

I have a ticket in with Cyberlink but thought I would retype my story all over again in the event that someone else has run into this.

Obviously, I'm about ready to punt Cyberlink and request a refund for the upgrade that I was essentially forced into purchasing. I'll sleep on it but all in all, this experience has been a futile, frustrating waste of time.

Perhaps with my background being in IT (10+ years of software testing), I'm thinking too hard about this situation and am overlooking something simple...so please...if there is a simple explanation and a workaround for what I'm experiencing, enlighten me.

However, I'm more inclined to believe this whole upgrading process and structure is ridiculous and I'm inclined to believe the installation was not vetted sufficiently against Vista's various flavors. If so, that's rather ridiculous since the testing platform has been available for almost a year. I'm in software development myself by trade and I understand what it takes to get software ready for new platforms. Good design anticipates bad decisions by users and thus should prevent users from going down rabbit holes. Even so, I really don't think I made any boneheaded decisions with regards to the prompts and literature that was presented during this install/research adventure. Have I dialed up a one in a million scenario and I'm unlucky? I ask, how uncommon is it for a person to be in my situation.

[*]Owner of PowerDVD 6 in XP Pro
[*]Upgrades OS to Vista Business (clean install)
[*]Wants to install PowerDVD 6 but knows that is incompatible.
[*]Purchases upgrade to "Vista compatible" version 7.
[*]Installs incompatible version
[*]Installs upgrade to make it compatible

Is that really so far-fetched? Is this test case not present in Cyberlink's volume of test cases?

What am I missing here?

This message was edited 5 times. Last update was at Feb 04. 2007 18:25

Howles

Newbie Joined: Feb 04, 2007 11:09 Messages: 4 Offline

Feb 04, 2007 18:07

Mason, I am also a 20+ Years Software Testing Consultant........ and your story is almost word for word my experience....... in a desperate attempt that I could activate a trial version with my new shiney CD key that I had purchased I removed everything from the PC by performing a restore, which in VISTA includes user files BTW!!! and downloaded the trial....... installed on VISAT a treat........ fingers crossed........ but alas the CD key is invalid....... but at least I could try and activate !!!! the moral of the story is....... who knows because as an aside I bought the Sonic Updat Suite as well........ you can guess the rest....... I still can;t play DVDs in VISTA....... well it's off to Tesco to buy a £18+ stand alon player that will not screw up my PC expereince

Graham

Newbie Joined: Feb 05, 2007 14:57 Messages: 3 Offline

Feb 05, 2007 15:06

thanks for your detailed problem. Unfortunately any ideas I have you have already tried and I have been using Vista for many months now (during beta). I will hold off PowerDVD 7.0 until Cyberlink sort this mess out.

James

Newbie Joined: Feb 05, 2007 23:39 Messages: 2 Offline

Feb 05, 2007 23:45

And I thought I was the only one... My experience matched yours, only worse.

I started out with version 3 and purchased upgrades for version 4, 5, and now 7. In order to install this "upgrade" version I have to install version 3 (which is meant for Windows 9

and then install each subsequent version until I get to version 7, except that even after running the various earlier installers in compatibility mode I discover that my version 5 disk has become unreadable.

So, $50 later I have an uninstallable piece of junk sitting there.

And this program is Certified for Windows Vista? By whom, I might ask.

Mason

Newbie Joined: Feb 04, 2007 17:28 Messages: 3 Offline

Feb 06, 2007 01:27

Thought I would post a follow-up and give credit where credit is due. This problem has been resolved within almost 24 hours. That's a decent response time.

The first reply back to my initial ticket had asked me to post two separate screenshots of 1) the activation screen and 2) the error message that was popping up (the one telling me I do not have Administrative privileges).

Within an hour from that reply, I received detailed instructions with two separate download links. One for an OEM "Vista ready" version 6 of PowerDVD and another for Version 7 of PowerDVD Deluxe. They also provided a new key to submit when I attempted to activate.

Here's what I did armed with this new information.

1) Downloaded both versions as instructed.
2) Uninstalled the malfunctioning version of PowerDVD (version 7, Deluxe).
3) Installed the OEM version 6 package. (Did not launch or activate after install).
4) Installed the new version 7 I was linked to.
5) Launched the new version
6) Pasted new CD-Key
7) Clicked Activate

I now have a working copy of PowerDVD 7 Deluxe on my system.

For anyone else experiencing the same issue, I would advise opening a ticket with support as the download I purchased most likely is not the same as the solution (read: working copy) they linked me to.

Kudos to Cyberlink support. As for the "released" product itself...there are some bumps to iron out which arguably could have been avoided with more diligence.

Howles

Newbie Joined: Feb 04, 2007 11:09 Messages: 4 Offline

Feb 06, 2007 06:44

I have also now received a response from Cyberlink....... I was given a link to a "VISTA" compliant version of PDVD 6.0 OEM which I installed, followed by the upgrade to PDVD 7.0, excellent all installed ok. My only issues are that DVD playback in WMP11 and/or WMC are un watchable due to blocky picture rendering....... oh well did not expect to be able to watch DVD's using the software........ whatever was I thinking about :

Mason

Newbie Joined: Feb 04, 2007 17:28 Messages: 3 Offline

Feb 06, 2007 11:14

Quote: I have also now received a response from Cyberlink....... I was given a link to a "VISTA" compliant version of PDVD 6.0 OEM which I installed, followed by the upgrade to PDVD 7.0, excellent all installed ok. My only issues are that DVD playback in WMP11 and/or WMC are un watchable due to blocky picture rendering....... oh well did not expect to be able to watch DVD's using the software........ whatever was I thinking about :

DVD's play absolutely fine in my environment although I'm using PDVD...not Windows Media Player...nor do I ever intend to.

Jeff

Newbie Joined: Feb 06, 2007 12:56 Messages: 7 Offline

Feb 06, 2007 13:34

I like how no one from Cyberlink dares to even comment on these forums when people are faced with real problems after dumping money into shotty software. I am getting error 0103 known issue, after paying 100 bux for the full version on Vista and running their compatability software that said all my software/hardware was in compliance... nope.. powerdvd crashes after a few seconds of it actually playing.

Crap development
Crap software
THE WORST attempt at support iv'e ever witnessed
Completely devoid of ANY official messaging to the customer that these problems are recognized are being worked on.

:: Like i'm really going to pay $30 for phone support so they can find out their software is a POS. ::

James

Newbie Joined: Feb 05, 2007 23:39 Messages: 2 Offline

Feb 06, 2007 13:55

I wish I had gotten the response that Mason got.

The reply I got was simply that a patch for Windows Vista compatibility would be released shortly which didn't even address my original question about how to install the upgrade since all my previous versions going back to version 3 require that the previous version be installed and version 3 won't even install on Vista.

Given that I have shelled out money for every version except version 6 since version 3, I would think that providing an installer that does not require one to perform 3 pointless installs just to upgrade a product would be simple, especially when I have documented my purchase of 4 different versions.

Chris

Newbie Joined: Jan 14, 2007 20:36 Messages: 18 Offline

Feb 07, 2007 12:53

People are starting to file BBB complaints against cyberlink. I suggest you do the same, and maybe we will get some results.

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # 5709****.
Correspondence regarding this complaint will be emailed to : ********
Please print a copy of this for your records.

Filed on : February 7 2007

Filed by :
*****
*****

Filed against :
Cyberlink USA
46750 Fremont Blvd Suite 200
Fremont CA 94538

Complaint Description:
Cyberlink is selling software that is said to be able to play HD-DVD / Blu-Ray DVD's on your PC should your PC meet their requirments. Many people are buying this software after being told their PC/Hardware was in compliance and it still doesn't work. If you Google: Error 0103, you'll see the problem that people are having. They have only a pay support phone line, all their other phone numbers are disconnected or on an answering machine. I have filed complaints online with their "support options" and received no replies. I have posted messages on their online message board and there are a lot of others with my same problem. What's worse is that there is no communication from the company even from their own website. I want a refund for the software but they're simply ignoring everyone while continuing to take orders for software that doesn't work like they're advertising. Please See URL- http://forum.cyberlink.com/forum/posts/list/743.page

Your Desired Resolution:
Release a fix for the problem as promised, or refund money and change the information on their web site to reflect the true functionality of the product.

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 10 working days to respond to your complaint. You will be notified when the business has responded.

placebo78

Newbie Joined: Feb 11, 2007 09:55 Messages: 14 Offline

Feb 12, 2007 17:40

@Howles and Mason

Does your power dvd version fully work now? any of u using hd dvds? if so pls reply, because i'm stuck at a little problem, maybe you guys can help with ur pro background.

Greetings
Placebo

Howles

Newbie Joined: Feb 04, 2007 11:09 Messages: 4 Offline

Feb 12, 2007 18:21

Well I have to report that I have received 4 support call responses so far, I can now either:

1. Install a PDVD 6.0 OEM Vista Complaint version and us the upgrade. PDVD works but will not integrate with MCE or WMP11 - issue when using the 10tf experience!!!

2. Install a new retail download & new CD-key (provided by cyberlink) and then apply a patch (provided in an earlier response to me) - still no joy with MCE or WMP11......

Cyberlink support suggested that it was because I use nero to burn DVDs and its codecs could be interferring with PDVD integration.... I did a clean install of Vista and followed option 1 above....... it still did not work....... now I am just about to do a clean install to another HDD with vista and then option 2...... fingers crossed.......

All in all the support response times have been ok, but the solutions feel like they are grasping at straws........ I have not even tried HD-DVD yet......... my suggestion wait for Vista SP1 which is slated to have native HD-DVD playback included...

Howles

Newbie Joined: Feb 04, 2007 11:09 Messages: 4 Offline

Feb 12, 2007 18:28

Just followed there latest instructions...... everything installed fine :

but can't frigging activate software because I don't have sodding admin rights......... round and round in fuxxxxxg circles.........

I have contacted UK trading standards as I am a software professional, what chance has a standard user have....... this is the worst encounter that I have ever had with a software supplier........ if you are reading this and are deciding if you want to buy this software DONT....... you will be wasting your money

Emmanuel

Newbie Joined: Aug 13, 2007 01:58 Messages: 1 Offline

Aug 13, 2007 02:11

Sadly just like anyone else on this thread I was unable to install my upgrade on my brand new Vista laptop.
Trying installing 6.0 forst did not do it either and in fact I was not even able to uninstall as it complained that it did not run on Vista.
I have just submitted a ticket and hope to get the same magic link which will allow me to get out of this mess.
What baffles me is that this thread is a few months old. Yet it does not seems that Cyberlink is listening and has addressed the problem. After all pretty much every person that buys an upgrade and uses it on Vista will run into that same issue, right?

Daisuke

Contributor Joined: Oct 03, 2006 06:25 Messages: 354 Offline

Aug 13, 2007 05:56

Tell CyberLink Support.
They will provide a PowerDVD download link to you.

earl

Newbie Joined: May 09, 2008 17:28 Messages: 1 Offline

May 09, 2008 17:44

ok this is all fine and dandy.. my problem came in when i bought a new pc and it had dvd suite deluxe, registered it and recieved a confirmation mail with a upgrade download.. now i cant use the dvd funtion and its not listed on the menu though it still says its the dvd suite... i have had cyberlink dvd on several computers over the last 5 years and have nothing but problems with it , i usually just scrap it and get win dvd, however i thought to give it another chance,, i wanted to talk to a live person but i see i have to pay for that as well... so far all i can say is this company is a scam, in that they screw everything up so u have to pay them more money to fix what they did in the first place

Kev

Newbie Joined: Jan 04, 2009 15:20 Messages: 1 Offline

Jan 08, 2009 02:56

If only i had read this before i bought Ultras Suite last week.
I feel completely burnt by this software.
Very disillusioned.

Charmaigne

Newbie Joined: Jan 10, 2009 15:23 Messages: 1 Offline

Jan 10, 2009 15:45

Hi!

My DVD CDRW worked for about 3 months on my Gateway.

Suddenly, stopped recognizing any media at all. I cannot hear CD music or install from the drive. Windows recognizes the Optiarc drive but it is non-functional.

My OEM PowerDVD software CD cannot be accessed, either.

I submitted a query to Cyberlink after hounding Sony NEC for unavailable Optiarc drivers, etc. Also, MPC Corp filed bamkruptcy so my extended warranty is sacrificed.

I am working on my doctoral mgt & org leadership/IST dissertation and need my notebook's peripherals in good working order.

Will let you know the outcome...