Welcome to RCF - WHF

fishead · Feb 09, 2005

As long as this area is fixed now I will continue my problems. A sumory -

I bought external DVD burner with lightscribe. The software is nero 6 express. When I installed this my games quit working and can't capture video. At first it burned movies ok, but now it goes all the way through and at end of burn it fails everytime. Before I reformat, which is still coming soon, I want to know if this nero is going to work, don't want anymore problems after the ref. So I contacted nero and they have some time consuming requests, I will share:

Dear valued Dave Tackett,

thank you for your email and your interest in our software.

As for Lightscribe:
Nero fully supports LightScribe Direct Disk Labeling.

LightScribe technology requires four elements:
1. LightScribe enabled CD/DVD recorder
2. LightScribe compatible CD/DVD
3. Nero 7 or Nero 6 Reloaded (Nero 6.6.0.8 or later version installed)
4. LightScribe Host Software must be installed. It can be downloaded from our website:
http://dl1.nero.com/LS_HSI.EXE

Please download the user guide from our website to learn more about LightScribe:
http://www.nero.com/nero6/doc/LightScribe_eng.chm

As for your other problems:
If you still have problems with burning discs, please send us another e-mail with a copy of your Nero log file attached so we can make a detailed analysis of the problem.

Nero Burning ROM and Nero Express will automatically create a log file at the end of every write attempt. (The log file will be created even if the burning process has failed).

The default folder where this log file is saved depends on whether you were using Nero Burning ROM or NeroExpress.
For -> Nero Burning ROM: C:\Program Files\Ahead\Nero
For -> NeroExpress: C:\Program Files\Ahead\NeroExpress

The name of this log file is
NeroHistory.log

The ten last burning processes are saved in this log file.
If possible, please specify the date and the time of the burning process in question so we can examine it specifically.

Attach the log file to your e-mail.

Capture problems:
Please provide us with the following files and information so that we can analyse why you are experiencing capture card problems:

1.) Nerovisionlog.txt

This log file is always saved automatically.

Nero will save it into a specified directory (depending on the Operating System) by default:

- Windows 2000/XP:
<Systemdrive>\Documents and Settings\<user>\Application Data\Ahead\NeroVision

- Windows 95/98/ME
<Systemdrive>\Windows\Application Data\Ahead\NeroVision

Copy this file IMMEDIATELY out of the respective directory after the error has occurred.
OTHERWISE the log file will be overwritten when NeroVision Express is restarted and the information lost.

Attach the log file to your next support e-mail.

If you cannot find the log file in the respective folder specified above, check the following Windows setting:

In Windows Explorer select
> Tools > Folder Options > View > Hidden Files and Folders > Show hidden files and folders.
If "Show hidden files and folders" is not selected, select it and confirm this change with "Apply" and "OK".
Hidden files will now be visible.

2.) Please send us the InfoTool log so that we can analyse your computer and the programs on it (possibly causing possible conflicts with Nero):

To proceed, download the file "infotool.zip" from
ftp://ftp9.nero.com/attach/infotool.zip
Extract the zipped files on your hard drive using WinZip or WinRar.

Start InfoTool.exe by double-clicking on it.
The Infotool's interface will appear once the progress bar has moved completely to the right.

You can find the save option to the Nero InfoTool by clicking on the disk icon (located at the top beside the dropdown menu in which the drive is selected).

Click the "Save" button (bottom left) and save the "infotool.txt" file.
It is important that all the boxes are checked when saving.

Please attach the "infotool.txt" file to your next support e-mail.

3.) Please send us your Nero serial number for verification.

To do so, launch Nero StartSmart and open the Nero ProductCenter by clicking on the "Nero" logo in the upper left corner.
Select the tab "Serial Numbers". Your serial number can be found here.

Please write it down and send to us in your next support e-mail.

4.) A step by step description of the problem. Please provide such information as:

- Does NeroVision Express recognize the camcorder/the external device at all?
- Are all options for capturing in Nero Vision/NeroVision Express available or are some options greyed out?
- Do you get an error message? If so, which one?

Please provide a step by step description on how you proceeded and specify each button you selected in NeroVision Express. For example:
(Photo and Video > Capture Video > Capture video to hard drive > configure...)

5.) Please send us a screen shot which displays the video and audio settings in the capturing window of NeroVision Express.

To do so, press the ALT key and Print Screen key (Prt Sc) on your keyboard. If you have a laptop this process may be slightly different. On a laptop keyboard you will need to hold down the function key (Fn) and the Print Screen (Prt Sc) key simultaneously.

You have now created a picture of your current screen display. Windows will not give you any options; the screenshot is currently saved in the Windows clipboard.

Now launch Microsoft Paint (Start>All Programs>Accessories (utilities) >Paint). In Paint click on "Edit" and select "Paste". The screen shot will appear in the Paint window.

Click on "Save as", name the file and choose .JPEG as the format in the pulldown menu. The picture will be automatically saved to the folder "My Pictures" located in "My Documents".

Please attach this file to your next support e-mail.

As for the problems with games, Nero is not known to cause problems with games. If you think that Nero has caused a problem with a certain game, then please give us a detailed description of what the problem is.

Should you have any other request, please don't hesitate to contact us again.

Best regards

Daniel Haferkorn
Technical Support

Nero AG
Im Stoeckmaedle 18
76307 Karlsbad
Germany
Fax : ++49 (0)7248 928 499
http://www.nero.com

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rb2d2 · Sep 25, 2004

WOW! What great support Nero has! That's wonderful, sounds like they are ready and well prepared to help their customers.

I know all that will take time to do, Dave, but at least they will get to the root of your problems. And you don't have to do it all at one time, go step by step. First check out all the info about LightScribe Direct Disk Labeling they tell you about. Including the manual they say they have for downloading.

Then tackle the burning to disk problem and send them the log file they ask for, NeroHistory.log. They tell you exactly where to find that on your PC.

C:\Program Files\Ahead\NeroExpress and the name of the file is NeroHistory.log

They say the last 10 copies are saved, I would send them all in.

After all that is done you can tackle the capture problem following their directions.

I really would give all this a shot, Dave, I think this is your best bet to get everything resolved.

Applause

fishead · Feb 09, 2005

This is straining my abilities, what a headache, but fun to see whats going on. I did send them some of the tests, but there was one I couldn't figure out how to send. I couldn't save it, all I could find was a "copy" option, but that didn't work anyway. I guess I did send them enough to respond. Here is what they sent today-

Dear Mr. Tackett,

thank you for your email and your interest in our software.

1) To solve your problems with the games, please try the following:
Open Nero StartSmart
go to Toolkit
Image Recorder
deactivate the image Recorder.

Does your games play now?

2) your burn problems:

a) A review of your computer system has revealed that drivers from another burning software, which conflict with Nero performance, are left on your computer system.

Please use the “Driver CleanTool” to disable these drivers.

Download driver-cleantool.zip from
ftp://ftp9.nero.com/attach/cleanpack.zip

Extract the zipped files to your hard drive using WinZip or WinRar.

You should now have two unzipped files:
Driver-CleanTool.exe, and
RegistryChecker.exe

First step: run Driver-CleanTool.exe
This file will deactivate drivers that have caused problems with Nero in the past.
Confirm the deactivation of the displayed drivers to prevent known driver conflicts from reoccurring in the future.

These drivers also include Values in the Registry under Windows NT, 2000, and XP.
To ensure that these values are also deactivated you will need to run the RegistryChecker file.

The RegistryChecker will run very quickly. It is likely that you won't see any activity after double-clicking on the file.

Note: Running the RegistryChecker will not be necessary for Windows ME, 98SE, 98, or 95.

b) Please delete all Nero 6 applications off of your computer system using our special CleanTool and then download the latest Nero 6 update.

Before proceeding further, make sure you have your Nero 6 serial number. You will need it to install Nero/NeroExpress.
It is structured as follows: 1A2x -xxxx-xxxx-xxxx-xxxx-xxxx

The serial number is located on the inside of the Nero jewel case or on the back of the paper sleeve that the Nero CD came in.

If you do not have either of those available, you can also go into your Registry to find your serial number. To do so, go to HKEY_LOCAL_MACHINE and obtain your Nero 6 serial number from SOFTWARE_AHEAD_NERO BURNING-ROM_INFO

Once you have your Nero 6 serial number, download Nero CleanTool from
ftp://ftp9.nero.com/attach/Nero-CleanTool.zip
to your Desktop.

Unzip the file with WinZip or WinRar and double-click on the .exe file.
Reboot your system when CleanTool has finished. The Registry will have been cleaned and all Nero entries removed.

After this process has been completed, download and install the latest Nero 6 version from our website using the following link:
http://www.nero.com/eng/nero-up.php

Enter your Nero 6 serial number to make your Nero into a permanent version. (The download without a serial number is a trial version only).

3) You can use Nero 6 after the reformat of your pc.
You can always download Nero 6 from our website

http://www.nero.com/eng/nero-up.php

and install this version with your serialnumber.

Should you have any other request, please don't hesitate to contact us again.

Best regards

Simone Niederle
Technical Support

Nero AG
Im Stoeckmaedle 18
76307 Karlsbad
Germany
Fax : ++49 (0)7248 928 499
http://www.nero.com

________________________________________________

Nero News - Use our newsletter to keep up-to-date!

My Nero - As a member of our community you can benefit from VIP downloads and VIP support!

Curious? Find more information here: http://www.nero.com/eng/register.html
______________________________

We highly value your opinion. Please click the link below to enter our Customer Satisfaction voting page:
X-Vote: http://crmqm.nero.com/CrmQm/Customer.php?f_sData=YT0xJm09MTMzOTc1MyZ1P TExOSZsPTI

rb2d2 · Sep 25, 2004

Sounds like a lot to do but if you take it a step at a time you can manage. All sounds good to me. I'm almost sure most of your problems are caused by driver conflict, that will cause a machine to freeze or crash.

I know it's a lot of work and a strain on the brain to follow all those instructions but if it resolves your problems it's worth it and in the process you will learn a lot.

Sounds like some good tools they are giving you to work with.

Good luck and keep us informed. If you need any help with any of that post here and we will try to help.

sunny

fishead · Feb 09, 2005

People have trouble uninstalling roxio. I have so many programs on here I don't know if its roxio or something else.

So, I did it this way:

I used recovery to go back to the day before I installed nero, and all seems fine so far, I just did it last nite.

I took the dvd burner in other room and installed it. When I put the nero cd in, I noticed I have choices, darn, should have known.....!!!!!!!!!!!!

The main install button does a complete install of all kinds of junk i don't need or want. I installed nero 6, nero express, about 10 programs in all. So this time I look closely and saw where I can just install the lightscribe program..... eyes roll, stupid..... darn. So I installed it and all seems fine.

So now I am installing it back to main pc and only the lightscribe, nothing else. Perhaps when I do the reformat I will give nero another try and not use roxio anymore, but nero isn't a complete package, so I will have to pay 100 bucks I bet to get the complete version. I think I have the same as the free version they offer. Anyway, my game and video capture should be back to normal.

rb2d2 · Sep 25, 2004

Sounds like you're making some progress and that's always good news!

Applause

fishead · Feb 09, 2005

Well theres been a change, that lightscribe program only makes the piture and won;t burn the disc, so that guy is right it is not a stand alone.

I went ahead and installed the nero and dvd burner on laptop. Its a little slow but works fine.

I tried my game again and same thing, it goes in safe mode. I must have damaged my HD when I ran out of space. Now I don't know if I shouldn't just replace the HD and forget about having two HDs.

So I imagine I still can't capture video.

I deleted about 40 gigs worth of video, some of my movie I;m sure is ok so I can delte that much now. Tomorrow I will defragment and then try the game again.

Earlier I made use of my reg repair I paid for. I ran it and it found about 650 errors that it fixed, but didn't fix my game problems.

I was going to do the reformat this weekend but I have a lingering client and I have a busy week planned babysiting for next two weeks, she has to work more hours. Oh well, I can wait.

So anyway, nero is off the hook, they only conflicted with roxio and wouldn't burn because of that, and has nothing to do with my game and video problems. I hope it isn't my new video card braking already.