Sonic RecordNow - can't get updates

Question

[first, apologies for posting this initially in the wrong forum, and then on this one without any text - hope the forum managers can remove the empty message...!]   Problem/query is this.  I have an Inspiron 8600 running XPPro SP2.  It came with Sonic RecordNow (for CD burning)  and MyDVD bundled as OEM by Dell, which i have since 'registered' with Sonic (who send me automated marketing emails!).    I'm posting here because the problem is that I can't get updates, or even access support, from the Sonic website.  I can't even send them an online query.  I've been trying for several days.  It seems there is a problem with the Sonic server or website.  If anyone in this forum (or at Dell) can advise, I'd be grateful.  Key details of the problem are:   i) From the Sonic RecordNow opening window, I've tried to use the 'Check for Updates' button.  A message pops up saying it can't access the Sonic server, and I should check my connection.  My connection is fine, and my firewall etc are configured to allow Sonic Update Manager to access the internet;   ii)  I have gone to the Sonic support website.  To access support, or even send an online query, one has to register/login.  The site recognises my (email address) login, but when I input my password a message pops up saying there is a problem with the server (NOT an incorrect password), it has been reported to the webmaster, please try later...   iii) When I try the 'Contact Us' option, the same sequence happens.  So in effect I can't get through to Sonic at all, even to pose a question or report a problem, far less to get advice!   Has anyone else had such problems?  Thoughts/comments/suggested solutions would be appreciated.   br1anstorm

RoHe · Answer

This doesn't solve the problem, but I just tested to see if I could check for Sonic updates and it also says "Unable to connect to update server. Please check your network connection". I'm logged onto the Forum so I know my connection is working.

Sonic was acquired by Roxio, so it's possible the default Sonic server that it automatically looks for is no longer available, or the IP address was changed. You might want to look for updates/help at the Roxio site. And I suppose it's also possible, updates and support for Sonic software are no longer available.

Ron

BTW: to edit one of your posts, open the post and click Options at right side of grey title line and select Edit.

Message Edited by RoHe on 04-30-200606:44 PM

joe53 · Answer

I don't know if this helps, but I have Sonic's MyDVD Plus preinstalled, and just tonight was able to download from within this program (via Help>Check for updates)  a couple of non-security updates for RecordNow. There have been a number of threads in this board recently on this topic, and it appears you need Installshieldupdate manager, as well as Sonic updates enabled in that program. You shouldn't have to search back too far to find these threads.   As far as the Sonic update site goes, I found it totally useless.   [Edit] See this post: http://forums.us.dell.com/supportforums/board/message?board.id=sw_other&message.id=48606    I also had to go into my Control Panel>Add or Remove Programs, located the Sonic Update Manager program, and clicked on Change>Repair option. Message Edited by joe53 on 04-30-200610:32 PM

tgsmith · Answer

Br1anstorm,

Have you tried logging in directly to Sonic OnLine?

http://support.sonic.com/login/login.aspx?type=desktop&product=mydvd

If all else fails, you may try contacting Sonic directly via phone or e-mail:

Tel: 1-877-DVD-1124 or 1-905-482-3000
WebMail: http://support.sonic.com/soniconline/
Hours: Monday - Friday, 9am to 6pm EST

Regarding Sonic Update Manager reinstallation see this link:

http://consumer.installshield.com/kb.asp?id=Q111006

Download and install the Update Manager Utility.

Tony

Message Edited by tgsmith on 04-30-200610:35 PM

br1anstorm · Answer

Thanks joe53, for your comments and the link to the earlier thread. Having read all that, I was fairly optimistic that downloading InstallShield Update Manager, then repairing Sonic Update via my Control Panel, would do the trick... So I've just done so. But guess what - no change! When I open Sonic RecordNow and go Help>Check for updates, the same window still pops up: initially "connecting to update server", then "cannot connect, please check your connection".

I see that RoHe gets the same thing. I've looked on the Roxio website - which suggests in fact that Sonic has taken over Roxio, rather than the other way round. And as Sonic's own website (the bit of it that I can access via Google!) says that support has ceased for versions 4 and 5 of RecordNow, this implies that support is still available for v6.5.0, which is what I have.

So I'm still stuck:

i) I can't get updates directly from within the RecordNow program on my laptop because I get the "can't connect to server" message.

ii) I can't get into Sonic Online on the Sonic support website to post a support request, because when I try to login a message comes up saying "server error (500) - can't process the page, the system admins have been notified and will resolve shortly...; and

iii) I can't download updates from the Download area of the Sonic website, because it says that downloads are normally obtained from within the RecordNow program by using the Update Manager (ie the Help>Check for Updates route). So I'm going round in circles. It's getting a bit Kafka-esque. What on earth can I try next?

br1anstorm

Message Edited by br1anstorm on 05-01-200612:45 PM

LDE · Answer

Be thankful you couldn't get the updates.  I downloaded the updates but when I installed and restarted my computer the screen when blank!  After waiting a considerable time I shut down the computer with the start button.  The programs would then not work and I got the error message that  I must insert the CD (which didn't come with my computer).  So I used system restore to a point a week earlier.  Now I can't use any of the Sonic Programs. I called Sonic and they gave me the hotfix link, but it didn't work.  They also had me uninstall the Sonic Update Manager, saying it sometimes caused problems.  Under Control Panel addl/remove programs the names of the Sonic programs are listed but with no MB.  I have run out of options.  Any ideas?

br1anstorm · Answer

This thread, and the other forum threads (see link in joe53 post up above) show that there really is some fundamental problem over the Sonic product, support and website/server management.

Dell ought to be focusing on this (since they bundle the programs in their computers). And Sonic ought to grip it too. Something's badly wrong when customers can't even login to their website to seek advice directly.

I wonder - does anyone from Dell or Sonic ever monitor forums like this? If so, here's an invitation to engage in the discussion and demonstrate what customer service means!

br1anstorm

joe53 · Answer

Just a thought: Start>Program Updates>Update Settings tab (in Update Manager):   Make sure that both 'Sonic Update Manager' and 'InstallShield Update Manager' have checks next to them.

br1anstorm · Answer

Hmmm... thanks for the thought. But on my Start list, I don't have an option called Program Updates!

I do have Sonic Update Manager listed as an installed program in Control panel>Add/Remove. InstallShield isn't on the list, because when I downloaded and installed it, it didn't seem to make any difference (indeed it didn't even show Sonic RecordNow on its list of programs for which I could ask for it to fetch updates!). So I uninstalled it.

The thing is, none of this explains why I can't login directly onto the Sonic website to seek support or post a query or get updates in the standard way by direct download from their site.

Beginning to think I ought to get rid of the Sonic program altogether....except that I'm not sure the Roxio alternative (I have an old version, EasyCD version 5, with my external CD writer) would be better: I've heard that this Roxio version conflicts with certain other programs (can't recall which - is it ZoneAlarm, or AVG?)

Maybe it's a case of, if in doubt, do nowt!

br1anstorm

RoHe · Answer

If you have RecordNow 4,5,6 there's no further support from Sonic. I have v7 but it appears that there's some problem with the server. I went directly to their update site but couldn't log in: "SERVER ERROR (500) or Link error". I've previously gotten updates from there so there's some problem on their end. Or maybe just their way of telling us to take a hike.

BTW: sgtray.exe is the auto-updater for RecordNow v7. Don't know about other versions.

Ron

br1anstorm · Answer

Ron - I think you must be right. The Sonic support site main page says support for RecordNow v 4/5/Max ceased in April 2005. But then in the "Top Support Questions" panel, there's an answer which says that support for v 4,5, AND 6 ceased as from April 20th 2006.

I've got v6.5.0. So I assume that's why I now can't get updates. What irritates me is (a) that the Sonic Update Manager (yes, I have sgtray.exe too) keeps popping up in my firewall panel and asking for Internet access - but then doesn't do anything; and (b) that the "Check for Updates" within the Sonic app itself says it can't connect to server because there's something wrong with my connection, rather than coming clean...

And I'm still puzzled as to why we can't login to the Sonic site. If there's a fault, why isn't Sonic explaining and fixing it? And if it's a deliberate blockage, this doesn't exactly encourage customers who already have their products to stick with them and upgrade!

I'm off to uninstall Sonic and go in search of a free CD-burning program.

br1anstorm

RoHe · Answer

Run msconfig and uncheck sgtray on the Startup tab. Reboot and check the "don't show this" box. That'll put an end to the constant annoyance from sgtray.

Since I have v7.0 and can't get updates or log in, Sonic clearly has problems on their end. Nothing we can do about it. They obviously don't care.

Ron

Windows General

Sonic RecordNow - can't get updates

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