Subject:Support - Please read and understand your emails!

Posted by: groovyone

Date:4/17/2008 11:12:44 AM

Our tech support guy has asked Sony for support on re-installing 9.0e which somehow was corrupted. We've had to revert to 9.0c which installs, but has serious stability issues. It reboots the machine without even so much as a blue screen o' death when playing mono wav files.

9.0e will NOT install as it is complaining about not being able to register DLLs.

We've contacted Sony 3 weeks ago about this, they provided a 'solution' which references tools which they claim come with the original CD install - both myself and our IT support technician have checked it and the website for these tools which DO NOT EXIST.

We've re-contacted Sony Support highlighting that these tools don't exist and to please assist with a location to download them. We got a reply with a COPY AND PASTE of the same instructions.

SERIOUSLY guys.. this is really disappointing!!!

Meanwhile our sound desigers are left working with an unstable product and we are getting no where with customer support.

I've been a strong supporter of soundforge for years but my experience so far is nothing short of abysmal.

I would seriously like a free downgrade to SF8.

Subject:RE: Support - Please read and understand your

Reply by: Fredv

Date:4/18/2008 7:20:27 AM

Just wondering if anyone contacted you. I had a similar issue, and didn't receive a reply back. I, too, was disappointed.

Subject:RE: Support - Please read and understand your

Reply by: ForumAdmin

Date:4/18/2008 7:47:10 AM

While I am not tech support, I will see what I can do.

Please provide the exact install error you are seeing when installing 9.0e. Which OS? Are you installing under an account with admin privileges? Is regsvr32.exe present in your system folder? Is any anti-virus software running? Did the installer ask you to first install the latest Visual C++ redistributable (vcredist_x86.exe)?

As for the rebooting, that is undoubtedly a driver issue of some sort. Please specify the audio hardware, driver model, any non-default routing, etc. Consider trying alternate driver models and/or latencies.

J.

Subject:RE: Support - Please read and understand your

Reply by: groovyone

Date:4/25/2008 4:56:36 PM

We finally heard back with some modifications to services.

Our IT guy applied the instructions and cleaned the registry and SF9.0e and SF9.0d still would not install. It is saying

"Module C:\Program Files\Sony\Shared Plug-Ins\Audio\ ... [sfmirror.dll, sfhammer.dll, sfpack1.dll, sfpack2.dll, sfpack3.dll, sfxpfx1.dll, sfxpfx2.dll, sfxpfx3.dll, sffrgpnv.dll] failed to register. HRESULT -2147010895. Contact your support personnel"


SF9.0c does hang when using Waves Native gold bundle doing previews - infact it won't work without realtime preview checked, and when it does, it plays and then hangs. And yet, this causes no problems on SF8.

Still waiting for a solution to be able to work.

- Actually I have Samplitude SE installed - I tried Waves with that in live preview - and NO crash - so it's definitely something unstable in SoundForge.

Subject:RE: Support - Please read and understand your

Reply by: ForumAdmin

Date:4/28/2008 6:53:05 AM

The error indicates that you do not have either the DirectX runtime or, more likely, the Microsoft Visual C++ 2005 redistributable package installed. The Forge installer should have directed you to update DirectX and/or installed the CRT before proceeding.

If you wish, you can check the System event log in WinXP or the Application event log in Vista to confirm exactly which items are missing.

Both are available in the download area of msdn.microsoft.com. I'd suggest (re-) installing those components by themselves, then re-installing Forge.

J.

Subject:RE: Support - Please read and understand your

Reply by: groovyone

Date:4/28/2008 4:21:39 PM

Hi there,

I tried reinstalling the MSVC++ 2005 redist, and it still gave me the same issues installing. I also made sure that we had the latest DX Redist.

The installer didn't ask us to update directX or CRT.

The strange thing is I had SF9.0e installed before and it just stopped working one morning 6 weeks ago and hasn't worked since.

Going to get the sys-admin guy to try it as well.