Roxio Creator DE 10.3 freezes computer at splash screen (Windows 7)

Question

Installed Windows 7 on new disk.

Reinstalled Roxio Creator DE 10.3 and burned a couple of disks.

Now, when I launch Roxio, it hangs at the splash screen. The mouse and keyboard are frozen, and Ctrl-Alt-Del has no effect. That is, the mouse does not move and the CapsLock light does not change. The computer *can* be pinged from a remote system, and files can be browsed from the remote system. However, neither Remote Desktop nor shutdown -m \\FROZENCOMPUTER work. Pressing the power button briefly has no effect. Depending on what else was running, the disk light *may* show periodic activity.

If I unplug my mouse or keyboard and plug it back in, I get neither the bong for removal nor does the reinsertion get recognized.

The only way to shut it down is by holding the power button down.

So Roxio appears to be freezing the screen, or at least itself, and also the keyboard and mouse. The system itself continues to run, but many functions are impaired.

I`ve tried removing Roxio and reinstalling with no change. I also removed all the programs that could reasonably by assumed to affect Roxio (e.g. Daemon Tools). There is little else on the system as it is a recent clean installation.

JacquesA · Accepted Answer

The Roxio DE 10.3 freeze at splash screen appears to be due to an out of date pxhelp file supplied with Windows 7 and conflicting with Adobe Encore CS4.

Updating to the latest version of pxhelp appears to have resolved the issue.

The latest pxhelp version appears to be pxengine4_18_16aavailabe from:

http://docs.roxio.com/patches/pxengine4_18_16a.zip

grvpanacea · Answer

I am experiencing the same behavior with Roxio Creator DE 10.3.  My machine is three weeks old:  Latitude e6500, 8GB memory, 500GB drive, Win7ultimate 64 bit.  One difference, however, is that the behavior only started today, although I haven't used the Roxio software for about a week.  For the first two weeks I used it regularly without issue.

JacquesA · Answer

Before attempting a complete reinstallation, I removed all the major software items and then reinstalled Roxio in pieces.

The problem appears to be the Express Labeller software. I now have all the software reinstalled except the Express Labeller and Roxio is working fine.

Note that the system originally had all components of Roxio installed, so there was an interaction with another piece of software at some point.

Once you suspect the Express Labeller, you will find a lot of forum entries about similar freeze issues with it.

grvpanacea · Answer

Thanks. I uninstalled Roxio Creator DE 10.3 and reinstalled it without Express Labeller and it still hangs. I didn't take the extra steps of going module by module within Roxio or removing some of the recent major installs of other software. I see how it is a path dependent problem; if originally I had installed Roxio without Express Labeller I would expect to not have the present problem.

I'm not sure what I'm going to do. Perhaps buy another product, or (as crazy as this sounds) buy the full retail version of Roxio Creator 10 and see if the support updates take care of the problem. The latter approach, however, has me worried that the retail version will hang.

JacquesA · Answer

It's getting complicated. Since installing various items, the system now hangs again.

After removing several items, it definitely hung with Express Labeller installed, but worked when it was not installed.

Now, after adding several other pieces of software (but not checking after each one) it hangs again.

Does your mouse also freeze? Have you tried the CrashOnCtrlScroll option (google it) to see if you can force a bluescreen?

This software is currently shipped with Dell systems running Windows 7, so I don't think that the problem should occur, nor do I expect another piece of software to necessarily work better. It could be endemic to the specific hardware. I have a Precision 390 with a Q6600 and 4GB. What are you running?

JacquesA · Answer

Sorry, I now see your specs. Have you contacted Dell Tech Support? Did you install iTunes or any Adobe Suites?

JacquesA · Answer

Reinstalled entire system and tested Roxio after each software component install. After reinstalling the major software that I had before, Roxio worked and I was able to burn a CD. The next day however, Roxio hung again. I removed the two software items that had been installed last (Windows 7 stability update and Security Essentials) without effect.

So there seems to be something that triggers the hang that only occurs after a period of time.

I collected a debug crash dump (CrashOnCtrlScroll), but had to use a PS/2 keyboard. The USB keyboard will not trigger the dump, implying that the hang is at a high interrupt level (e.g. device driver). My system is no longer currently shipping, but it is far from obsolete. I expect that many others are getting this issue.

JacquesA · Answer

Rebuilt system again and tested after each install. It appears that the issue might be related to Adobe Encore CS4/pxhelp. Many people are encountering problems with Encore CS4 on Windows 7 x64. One suggested fix is to update the Roxio pxhelp file that came with Windows 7.

I've updated pxhelp and the firmware of my burner (DVD8801). No problem with all software except Abode Production Premium CS4.

I'll add CS4 shortly and retest.

Does anyone else who had this problem use Encore CS4?

cmunger · Answer

This worked for me on Windows 7 64-bit. Thank you!

bestis1980 · Answer

I think the problem relates to your Windows. I don't mean its because you are using Windows 7. No. Maybe your windows has some problems for example some programs you installed, caused it. I suggest you to repair your windows if you can and uninstall Roxio Creator DE 10.3 and then reinstall it again on your repaired windows.

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Roxio Creator DE 10.3 freezes computer at splash screen (Windows 7)

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