Installation Problem - Can You Help?

W5BLT1 wrote on 9/28/2002, 11:50 AM

I just recently got VideoFactory 2.0 and am ready to install it. However, I'm having a slight problem.

I install the CD and I get the installation wizard just fine. It downloads all the program files OK and then a screen comes on that says that it's "registering". Here's where the problem comes in. It progresses fine and then STALLS at about 90%. It basically "locks up" my computer. I then try to get out of the installation by clicking "cancel", but, that dosen't work either. Then I resort to closinging the installation by "Ctrl-Alt-Delete". The box comes up OK, but, it won't allow me to close the program. Well, that didn't work, so, I now attempt a soft reset (Start-Shut Down-Restart". That won't even work. Finally, I reluctently do a "hard reset".

Then, I try the process all over again with the identical results. I've tried this 5-6 times and the same thing happens all the time. Apparently, SonicFoundry dosen't have any FREE support at all. Even for new customers! Not a good sign. Anyway, if you can suggest anything I could try, I'd appreciate it.

Comments

Sarasdad wrote on 9/28/2002, 11:54 AM

be patient .someone will help .I assure you the program is worth it

IanG wrote on 9/28/2002, 12:45 PM

Someone reported a vaguely similar problem a while back. One of the SoFo respondents recommended calling them on 1-800-577-6642. I'm assuming that's toll free?

Cheers

Ian G.

W5BLT1 wrote on 9/28/2002, 1:21 PM

Unfortunately, that 800 number directs you to a "900" number for PAID support. FYI, they direct you to 900-407-6642 and charge you $3 for the first minute and $1 for minutes there after. Personally, I'm not too impressed with that type of service. Usually, most software companies at least give you a few weeks if not 90 days of "grace" period.

IanG wrote on 9/28/2002, 5:11 PM

Naughty! Since I'm in the UK I just use the e-mail support. I've only needed it once, but it was fine.

Have you tried installing a copy off the SoFo web site? It could be a problem with the CD itself.

Cheers

Ian G.

JimClark wrote on 9/30/2002, 2:32 AM

Have you tried turning off your virus software when installing?
Jim Clark

W5BLT1 wrote on 9/30/2002, 7:17 AM

JIM: No, I haven't however, maybe that could be the problem. However, I've installed several programs in the past with my virus protection on with no ill effects.

laz111 wrote on 9/30/2002, 7:45 AM

It's always a good idea to disable av when installing/upgrading as it can interfere with the process. As your install wasn't successful I'd advise totally uninstalling any VF files which did get installed first otherwise there could be later conflicts. The best way to do this is via add/remove, then 'find' any others and delete these, then install. That way there's less likelyhood of any probs.

ps. Don't forget to download the 2.oc build when installed.

Good luck.

nism wrote on 9/30/2002, 12:02 PM

Ever got it fixed yet? No? Have you tried using the CD in a different CD-ROM?

W5BLT1 wrote on 10/3/2002, 7:21 AM

Well, the saga continues. My frustration level is quite high now. Very High.

Since the last installation attempt did not fully install, if I go to my CONTROL PANEL to the ADD/REMOVE programs, there is nothing there that relates to this software. Keep in mind that this was the source of the original problem. It did not completely register. Also, it did create an icon on my desk top, however, the icon was blank. On the other hand, all the files ARE in my program directory in a file called "Sonic Foundry".

I'm a little gun shy about just deleting all these files. I did that once and my computer went bonkers. If I could get this program off my computer, I could to attempt to reinstall it again with all my virus software turned off. Any ideas?

Kalvos wrote on 10/3/2002, 8:05 AM

My usual way of salvaging a broken install like this -- with other software, as I never had a problem installing VF -- is to:

1) disable anti-virus software
2) re-install the program so it finishes installation (don't run it)
3) reboot
4) un-install the program completely
5) reboot
6) remove any leftover files in the program's directory (and registry, if you're comfortable doing that)
7) reboot
8) re-install the program from scratch
9) reboot
10) run the program to verify that it's working
11) re-enable anti-virus software

All the reboots encourage Windows to execute the startup/cleanup procedures.

Dennis

W5BLT1 wrote on 10/3/2002, 8:31 AM

I not only disabled my antivirus, I DELETED THE ENTURE PROGRAM!

Because I couldn't uninstall the program, I deleted all files in my "program directory" that related to Sonic Foundry. Then, I rebooted.

I then attemputed to reinstall the program again. STILL, I have the same probelm. When it gets to the registering process, it freezes. I have never had this problem before with the installation of ANY other software.

I must say again. The support at Sonic Foundry is the absolute WORST CUSTOMER SUPPORT on the internet. There is no grace period for installation problem. They want only to CHARGE YOU for all support over the phone. I have even written them emails which were UNANSWERED. How they stay in business is a mystery to me. I plan on dumping this software TODAY!

Ted_H wrote on 10/3/2002, 9:10 AM

Please keep in mind that this is a user forum. We answer posts when we can, but phone calls and e-mails do take priority. We provide assistance with installation problems via our toll free number, 1-800-577-6642. Please call us.

Ted

Jdodge wrote on 10/3/2002, 9:20 AM

Calling our 1-800-577-6642 telephone number offers you a tree of different lines. Technical Support options are outlined on one of them. Pressing '4' puts you directly through to a Customer Relations Representative who would have been happy to help you out with this problem. We apologize for any inconvenience thus far.

IanG wrote on 10/3/2002, 9:51 AM

Did you try installing from a download rather than the CD? When I installed my copy it went off to the SoFo web site to do the registration - could there be some sort of network problem / firewall getting in the way?

Cheers

Ian G.

W5BLT1 wrote on 10/3/2002, 7:25 PM

In an email from Brian Puntney, he suggested:

"Go to http://www.microsoft.com/downloads/release.asp?ReleaseID=32831 and download the Windows Installer version 2. Run that file to update the Installer on your machine. Then try installing the VideoFactory 2.0 again."

It WORKED! Yippeeeee!

Now, if I can figure out why it keeps dropping frames, I'll be in seventh heaven.

laz111 wrote on 10/4/2002, 7:10 AM

It could be that old av again. All b/g progs off (except syst tray and explorer) when ptt and capturing, plus dedicated 2nd hd.

I'm glad you've sorted it out.