Subject:Crash & System Problem

Posted by: FrankLP

Date:12/1/2002 9:43:46 PM

Hi folks. Newbie here. I have been running ACID 4.0 and Sound Forge Studio for a couple months now. I am running Windows 98SE on an AMD Athlon XP1700 with 256mg RAM. Recently my system crashd, and now when I try to open either Acid 4.0 or Sound Forge Studio, it asks for the serial number. When I put in the serial number (with either application), I get a prompt stating that I need to install. Now, when I attempt installation, there's screen stating that "The installation wizard has ended prematurely. Your system has not been modified. To install this program at a later time...etc." I've since re-booted, and I get the same error message on each installation attempt. I've even tried to uninstall both applications, but I then get a prompt that says that there is nothing to uninstall...I'm stuck...HELP!!

Subject:RE: Crash & System Problem

Reply by: MyST

Date:12/2/2002 6:33:35 AM

Contact SoFo tech support by phone or e-mail. I think you have 90 days of phone tech support with a registered SoFo product.

Subject:RE: Crash & System Problem

Reply by: FrankLP

Date:12/2/2002 11:05:02 AM

Thanks. I'll give that a try.

Subject:RE: Crash & System Problem

Reply by: FrankLP

Date:12/7/2002 10:13:32 PM

Okay gang. I have emailed Sonic Foundry Tech Support TWICE, and still have not gotten more than the canned "we'll get back to you" reply. I used the SF Knowledge Base page and tried the recommended Solution there, but STILL can not reinstall/install Acid 4.0. Can SOMEONE please help me here?? This thing has been down now for too long. CRIKES!!

FrankLP

Subject:RE: Crash & System Problem

Reply by: FrankLP

Date:12/9/2002 6:54:04 PM

So does Sonic Foundry EVER reply to requests for tech help??? I got their first canned response on 12/3 and then on 12/6 (when I asked again), but NO real tech. assistance.

This lack of support really sux big time.

Subject:RE: Crash & System Problem

Reply by: MyST

Date:12/9/2002 7:53:58 PM

Support is usually excellent. I've always gotten replies rather quickly. The staff is probably really busy working on updates for Acid, CDA and the upcoming Vegas(scheduled for the first quarter of 2003).
I think you need to do a complete uninstall INCLUDING in the registry. Have you tried removing everything associated with Sonic Foundry via Regedit?
I'm not enough of a PC person to tell you exactly what to delete, but maybe someone else can step in in guide you.
I usually do a regedit and search for a key word of what it is that I want to remove. Maybe you could search for "sonic foundry" in the registry.

HTH

Subject:RE: Crash & System Problem

Reply by: FrankLP

Date:12/9/2002 8:08:42 PM

Thanks for responding HTH. Can you give me insight on how to perform a regedit? I'll try anything at this point.

Frank

Subject:RE: Crash & System Problem

Reply by: MyST

Date:12/9/2002 8:20:16 PM

Actually HTH stands for Hope This Helps. :)

Like I said, I'm not knowledgeable enough to CONFIDENTLY give you advice on this. I don't want to make things worse for you.
I've had the same type of problem happen with my purchased McAfee anti-virus before. McAfee had to send me directions via e-mail on how to completely remove the software.
Seriously...Don't give up on this software because of a "glitch". Once you're up and running you'll see it's a blast to use!
Did you search the forum for similar problems? Type "install" or "uninstall" in the search engine. Clic on the "search" button up top(under the waving hands).

Later.

Subject:RE: Crash & System Problem

Reply by: Jdodge

Date:12/10/2002 3:41:23 PM

Hello FrankLP,

I'm sorry you haven't gotten a response from us yet. I was able to find the email you sent to us at 7:08 PM on Friday, 12/6/02. I have given it to a support representative and asked him to give you a call on the issue. Expect a phone call very soon offering assistance.

We are in the office from 9am to 11:30am, then again from 12:30pm to 5:00pm Central time, Monday thru Friday. As your email came in on Friday night, we wouldn't have gotten to your request until Monday.

Subject:RE: Crash & System Problem

Reply by: FrankLP

Date:12/10/2002 10:45:02 PM

I look forward to getting help to resolve this.

Subject:RE: Crash & System Problem

Reply by: FrankLP

Date:12/13/2002 4:21:40 PM

I did indeed receive a call, but the number to call back only gives the option to use these forums or to call the "for pay" ($3.00/first miunte) tech help. I purchased this software in October, so I need the number to call to receive the free tech support.

Subject:RE: Crash & System Problem

Reply by: FrankLP

Date:12/17/2002 1:51:08 PM

Well, I finally solved this myself by installing Win XP to a new partition and re-installing Acid/Sound Forge Studio to that partition.

I must say, I really got no help from Sonic Foundry to speak of (which is disappointing). But this has taught me to be greatful to DigiDesign, for I haven't had this type of system/service problem with ProTools LE (which is my main recording application).

Thanks though, to you Acid users that offered help. No thanks to Sonic Foundry this time out.

FrankLP

Subject:RE: Crash & System Problem

Reply by: MyST

Date:12/17/2002 2:09:20 PM

Sorry to hear about the lack of support you received, it's really not typical of SoFo. I'm actually surprised to see no other forum user stepped in to help, which is also not typical.

M

Subject:RE: Crash & System Problem

Reply by: dkistner

Date:12/18/2002 7:22:38 AM

It IS really close to the holidays (and the stress of same), after all.