Roxio RecordNow Suite

Question

I Purchased my Inspiron 6000 in the end of March and when I purchased it the Sonic/Roxio RecordNow suite came pre-installed.  The programs worked one or two times to create a Data DVD of some of my files and now when I attempt to copy cd's or even open the Roxio programs the following error message appears...      First it says tries to install and the message says...           Please wait while Roxio Configures Roxio RecordNow Data...           Gathering required information....       Next it tells me            The feature you are trying to use is on a CD-Rom or other removable disk that is not             available.  Insert 'Roxio RecordNow Data'.     It then tells me that the installation package for the product Roxio RecordNow can't be found.  Try     installation again using a valad copy of the installation package.                       BMPLE.msi     or it asks me to find this file name                      Audio.msi I have no idea what I am supposed to do and cannot make copies of any DVD's, or CD's.  I know the DVD/CD burner works because I have been able to burn a DVD using Movie Maker, so I know the DVD burner is not the problem.  Any suggestions would be greatly appreciated!!! Thank you so much!!

Julzie · Answer

Maria, I am having the exact same problem, except that it's a CD I went to burn. I got a weird error message... It continually asks me for something called a BMPLE.msi file on the product CD- the CD that I do not have. After I got home this evening I did a system restore and that did not help; it still asks for the CD.

I'll tell ya what I did... I emailed Dell to see if I could get a CD. I heard back from their auto-responder; they thought i was telling them that my CD-RW wasn't recognizing CDs. I said no, I want a CD! So we'll see what happens.

If they won't send me one I don't know what I'll do.

Canuckitty · Answer

Hi:

I'm having the exact same problem with the audio.msi file.

Have either of you solved this problem? I tried re-installing my Roxio CD and I receive an error message that it is not compatible with my current version. This makes me think that the audio.msi error occured during one of the automatic updates.

Also can't get a response from dell

MariaB · Answer

no i havn't had any luck with this problem. And i don't have a disk to even try to re-install this program...I'm thinking it happened from some sort of updates also because the programs worked when i purchased the computer in March. But a few months later when I actually attempted to use the programs again it did not work. So something affected the program between when i purchased the computer and tried to use the software again!! i don't know what to do about it either! Let me know if you make any progress and i will do the same!

thanks for the post!!

MariaB · Answer

:mantongue:i don't have any idea what to do with this

Julzie · Answer

Well, I received my CD from Dell. The first one they sent was bad- wouldn't ya know-:-( so I called them and quickly received a good one. I uninstalled the remnants of the old one and reinstalled from the CD and so far it is working great!

So my advice is to contact Dell for a replacement CD; tell them you did not get one with your system and should have, and that you need one now. The person on the phone might tell you to try this and try that to get it to work... well, I had already tried everything so I could just respond "BTDT" to everything, and I did get my CD.

I feel SO much better when things work right.

Canuckitty · Answer

Well, I tried to get a new CD from Dell and it didn't work. They responded with the following:

'Sonic Update Manager' The feature you are trying to use is on a CD-ROM or other removable disk that is not available. Insert the B4Sonic Update ManagerB4 disk and click OK.
To correct the problem, click on the link below and perform the following steps.
http://tools.roxio.com/support/dell/isum_hotfix.exe

1. Click the link to the Roxio website.
The File Download - Security Warning window appears.
2. Click Run
The Internet Explorer - Security Warning window appears.
3. Click Run.
The Sonic - ISUM Hotfix Setup window appears.
4. Click Yes.
The Sonic - ISUM Hotfix Setup window appears.
Click Yes when the reboot prompt appears.

This has not worked for me. I have no idea what the "B4Sonic.. disk" is that they are telling me to use. Could that be on one of those "Dell Tools CDs"?? I tried the steps 1-4 withouth the disk and it didn't work.

I've also tried emailing Sonic DVD for help but I don't have my original password. When I logged onto their website and requested a new password it says "Password Sent" and it never arrives (done this 4 times already). Without a password, there's no way to email Sonic for help and if I want to call them I have to have my credit card ready and pay $35.00!!

Very frustrated with no place to go ... other than totally delete Sonic and install something else!

MariaB · Answer

yeah i was told to download that hotfix thing too and i did and it didn't work. now I have this crazy window that pops up everytime i start the computer and i don't know what it means or how to get it to stop popping up every time i turn the computer on! lol so yeah pretty much i'm about ready to purchase some other type of dvd/cd burning program because this is starting to frusterate me!! lol!!

thanks for the post

-maria B.

Julzie · Answer

My advice? Call Dell again. You may have to keep bugging them a bit, but they did finally help me and I'm thinking they'll help you too. Squeak your wheel, ya know? ;-)

Julzie · Answer

Hi Cindy! Here's the number: 1-800-822-8965. As I said, just be patient but persistent! Good luck! ;-) Squeaky.Wheel.Julz.

Canuckitty · Answer

Hi Julzie:

For Dell, did you call them in person using their toll free number to get results? Email is useless. What contact number did you use & what did you say to get your results?

I'll follow your lead!

Thanks

Cindy

thw000 · Answer

Well, I have this problem too. I called Dell, spent 20 minutes on hold, then 40 talking with a technician who didn't have a clue. Then she cut me off. So I called back, spent another 20 minutes on hold, got a slightly more useful technician. After 40 minutes, he agreed to send me CDs, and gave me a "priority" phone number in case I needed to call back.

Needless to say, the CDs didn't help, and I've currently been waiting 40 minutes on hold on the "priority" line. All I want to do is to be able to burn data CDs and DVDs. I spent a lot of money for a new Inspiron only 6 months ago. I don't know why anyone would tolerate this kind of abuse.

Canuckitty · Answer

Hi:

Thanks for providing the Dell number. I did call and thankfully didn't have a long waiit. We did the whole troubleshooting thing and then it was determined that I needed new DVDs to reload the program. They are on the way now.

Thanks for your help. I hope everything re-installs OK.

thw000 · Answer

Well, I finally got the problem resolved. For those who get this problem in the future, here's what you need to do (Dell Tech Support won't know):

(1) Call up Dell Tech Support and get them to mail you the following CD: Roxio Creator MyDVD Combo LE. Mine says P/N WG786 on the outside of the label.
(2) Go to Control Panel and uninstall anything having to do with Roxio, Sonic, RecoredNow, or MyDVD.
(3) Do a full install from the CD.

It worked for me. Good luck.

Windows General

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