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I’m frustrated

Can't install Nero Platinum 2018 Suite

Today I bought Nero Platinum 2018 Suite (Nero Platinum 2018 Suite 1 device download 1 40,29 € / Total: 47,95 €) with cleverbridge reference number 126351410 and the Serial number 9095-(removed to protect your serial). To activate the product I'm asked to introduce this serial number in Nero Control Center and in order to do this I'm told to first open my Nero software. I don't have any Nero software, or I don't know how to find it in order to be able to install the products. What can I do ?
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  • Hi Aurelian-

    Go to nero.com, downloads. Download the v2018 trial version and install it. When you insert your serial number during the installation, you will have the full version.
    Also, if it doesn't ask you to install the Content packs, open the Nero Launcher, after the installation. Click on Nero Content. Click on Download. You should be able to download both Content packs.
    • view 12 more comments
    • Adolphus-

      Where did you get that serial number? It isn't a standard Nero serial number. It might be an activation code.
    • Hi Adolphus, this is a serial number for Nero TuneItUp not the Nero Suite.
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  • I’m sad and confused and fustrated
    I have contacted tech support.

    They gave the same suggestions you did.
    Of course, the results were the same.
    I even sent the install log from installshield.
    The error condition in the install procedure
    was clearly marked.

    Yet at 29 jan 2018 I got the request to repeat the install
    and collect extra information with GetSupportFiles.

    I have been ill during 10 days, but I should have 3 weeks time to
    reply. At 12 feb 2018 (exactly after 2 weeks) I got the message:

    This support case has been closed. No further updates are possible.

    So now I have a not working copy of Nero Platinum and
    a definite evidence that counting to 3 is not possible for Nero...

    In scanning the information available on internet, I get
    the impression that I am not the only one left in the cold!

    Regards, Hans Reijers.
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  • When you replied with the Nerosupport.cab file, did the submittal get registered in the reply system? For instance, whenever I reply to the e-mail, my reply is shown with all the other replies.
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  • I never got a chance to submit the cab file.
    I have to open a new support ticket.

    Before installing I did run FirstAidKit.exe
    This program should remove ALL Nero references and files
    from my system.

    After aborted install a directory NERO11 was present,
    despite the remark that my system was not altered.

    I was fustrated that Nerosupport did not adress
    the issue that INSTALL was not possible.

    ALL dependencies should be checked and noted before
    actual install.

    During install it does not matter which version of DirectX is installed
    or which other programs are running.

    At this moment I am deciding to go on with Nerosupport
    or accept my loss and stop trying to use NERO 2018.

    Regards, Hans Reijers.
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  • If you ran the first aid kit after creating the .cab file, I suggest generating a new one and then submitting it. I think they'll be able to fix the problem.
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  • I checked the results of the first aid kit. NOTHING found.

    I then executed MicrosoftProgram_Install_and_Uninstall.meta.diagcab.
    This program found the following references to NERO software:

    Nero 12 Content Pack
    Nero Abstract Themes
    Nero Burning Core
    Nero Burning ROM Help (CHM)
    Nero Burning ROM
    Nero Burning ROM
    Nero Cliparts
    Nero ControlCenter Help (CHM)
    Nero ControlCenter
    Nero Core Components
    Nero Device Updates
    Nero Device Updates
    Nero Disc Menus 1
    Nero Disc Menus 2
    Nero Disc Menus 3
    Nero Disc Menus Basic
    Nero Disc to Device
    Nero Effects Basic
    Nero Express Help (CHM)
    Nero Express
    Nero Family and Events Themes
    Nero Football (Soccer) Themes
    Nero Holiday and Sports Themes
    Nero Image Samples
    Nero Info
    Nero Info Tool 11 Help (CHM)
    Nero Info Tool 11
    Nero Kwik Themes Basic
    Nero Launcher
    Nero MediaHome Help (CHM)
    Nero MediaHome
    Nero PiP Effects 1
    Nero PiP Effects Basic
    Nero Platinum Effects 12
    Nero Recode 2017
    Nero Recode Help (CHM)
    Nero Recode
    Nero RescueAgent Help (CHM)
    Nero RescueAgent
    Nero Retro Film Themes
    Nero Update
    Nero Video Help (CHM)
    Nero Video Samples
    Nero Video Transitions 1
    Nero Video
    nero prerequisites.msi
    neroxml

    There are no executable references in my system for Nero, so I assume these
    are.msi files left over by previous installs and/or older versions. (MESSY if true...)

    I then removed all above files using this Microsoft program.
    After this action I checked the registry.

    There were 65 references to NeroShellExt and 6 to NeroKnowHow.
    I have at the moment no idea how to remove them...
    No references to the 47 removed files.

    My next step will be creating a system restore point.
    After this I will try a normal install (this should work now).

    I will report the results.

    Regards, Hans Reijers.
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  • I don't want to start down the path of finding .msi files and registry entries. There are too many things to do and I don't have time to go through all of them.

    I think your best bet is to regenerate the .cab file and submit it to tech support.
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  • I am sorry I was not clear enough.

    The list was to show that there were remaining Nero files that
    were not reported by first aid kit.

    A second aid kit to remove all Nero files would be nice.
    After all, if Microsoft can do it Nero surely can.

    I have started a normal install of Nero 2018 Platinum.
    All installers finished normal until I got this message:

    Error 1939. Service 'Nero Update' (NAUpdate) could not
    be configured. This could be a problem with the
    package or your permissions. Verify that you have
    sufficient privileges to configure system services.

    In my opinion this message is rocket science for an
    average user who pays for Nero software to burn his
    CD or DVD.

    For my part I think I have proved that my previously
    reported problems are solved by a clean install.

    I will report this to tech support.

    For your information, I have 30 years of experience
    in mainframe system software engineering and
    trouble shooting.

    Thank you for your patience!

    Regards, Hans Reijers.
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  • Yeh, there's also ways to fix that Nero Update issue.

    If I'm reading correctly, you did a clean install and now have v2018 installed. Make sure you install the Content packs.

    Enjoy!
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  • What I meant was a clean install of NERO,
    not of Windows. The .msi files left in the Window
    Install directory were the reason for previous
    aborts.

    I really mean that Nero install should remove
    all older Nero msi files BEFORE beginning
    a new complete install.
    Mixing program versions is very tricky!

    I am sorry to disappoint you. The error reported
    for Nero Update was sufficient reason for the
    install script to do a rollback. So all installed
    modules are now in the garbage collector.

    The second try was run as administrator.
    Result: "Frozen" system at the point of the
    error message of the first install.

    Before manually aborting I made a directory listing:

    Directory of C:\Program Files (x86)\Nero

    18-02-2018 11:00 CAIAM
    18-02-2018 11:00 Nero 11
    18-02-2018 11:02 Nero 2018
    18-02-2018 11:00 Nero ControlCenter
    18-02-2018 11:01 Nero CoverDesigner
    18-02-2018 11:03 Update

    6320 File(s) and 1886 Dir(s) 1.179.458.992 bytes used

    I have no way of knowing if this is the complete install.

    The third try (again as normal user) stopped at the same point.
    Window control center revealed that there were 2 instances
    of the Window Installer running. This resulted in the deadlock.
    No other programs were installed at that time.

    The modules installed before "Update" finished normal.
    This can only happen if only 1 Windows Installer is running.

    I plan to examine the results so far before contacting
    tech support.

    Regards, Hans Reijers.
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  • The Nero folder contents look correct to me except I don't see the Nero D2D folder but don't remember if that folder is created when installing v2018. I have 8 versions installed so I have to sort out the folders that don't belong with v2018 in my mind.

    If I remember correctly, the problem with the Nero updater can be resolved by searching the registry for the NAUpdate and deleting it. This is the entry on my system-

    HKEY_CLASSES_ROOT\Wow6432Node\AppID\{1AC9CDC0-9D87-4371-9DE7-65C3F39AE5E6}

    Just delete the Class ID.
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  • Sorry for the delay. Having the stomach flu!

    The install was not completed.
    At least the main menu was missing!

    The registry key NAUpdate is not present.
    AppID 1AC9CDC0-9D87-4371-9DE7-65C3F39AE5E6 is not present.

    However, the installshield log shows that
    this information is created with no error.

    LOG:
    MSI (s) (24:74) [21:56:28:922]: Done changing configuration of service NAUpdate

    MSI (s) (24:74) [21:56:28:922]: Executing op: ServiceConfigure(,Name=NAUpdate,Event=1,ConfigType=6,
    Argument=
    SE_TCB_NAME[~]
    SE_INCREASE_QUOTA_NAME[~]
    SE_CREATE_PAGEFILE_NAME[~]
    SE_CREATE_GLOBAL_NAME[~]
    SE_AUDIT_NAME[~]
    SE_IMPERSONATE_NAME[~]
    SE_ASSIGNPRIMARYTOKEN_NAME[~]
    SE_SHUTDOWN_NAME)
    MSI (s) (24:74) [21:56:28:922]: Changing configuration of service NAUpdate.

    MSI (s) (24:74) [21:56:28:998]: Error: 1052. Failed to change current configuration
    of service NAUpdate with ConfigType
    SERVICE_CONFIG_REQUIRED_PRIVILEGES_INFO
    MSI (s) (24:74) [21:56:28:998]: Failed to change configuration of service NAUpdate.

    =========================================================
    ERROR_INVALID_SERVICE_CONTROL

    1052 (0x41C)

    The requested control is not valid for this service.
    =========================================================

    MSI (s) (24:74) [21:57:44:310]: Product: Nero Update -- Error 1939.
    Service 'Nero Update' (NAUpdate) could not be configured.
    This could be a problem with the package or your permissions.
    Verify that you have sufficient privileges to configure system
    services

    I have read somewhere that checking of parameters is much more intensive
    for Installer 5.0 on Windows 10.

    This error seems to indicate that the install script needs updating.

    Will try to find more evidence before contacting tech support.

    Regards, Hans Reijers.
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  • I checked the Nero.Update.msi file.

    This script defines the shown errors as:

    Nero.Update.msi Error 1502

    User [2] has previously initiated an installation for product [3].
    That user will need to run that installation again before using that
    product. Your current installation will now continue.

    Nero.Update.msi Error 1939 - *** NOT present in this .msi file ***

    This seems to indicate that the Nero install script is not
    updated for Windows 10 with installer 5.0

    Will try to find more evidence before contacting tech support.

    Regards, Hans Reijers.
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  • I don't think there's a problem with WI 5. Many people have installed in Win 10 without issue. That's why it's good to send them the .cab file.

    I don't understand the message about user 2.

    Do you have this key in the registry-

    HKEY_CLASSES_ROOT\AppID\{1AC9CDC0-9D87-4371-9DE7-65C3F39AE5E6}

    If so, delete it.
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  • The user [2] message is a form for the installer.
    The values user [2] and product [3] are inserted
    from tables user and product at runtime.

    Registry key was not present.

    I found another possible solution in a previous thread
    you replied to : create a new user account for
    install.

    I have tried this. I saw that a new user account also
    means a new windows temp file, so there
    are NO installs present.

    When I ran the install my standard antivirus was not running.
    During this install the system froze again at the same
    point in Nero update.

    I left the system running for about 30 minutes. No progress.
    After that I used Windows control center to
    abort the 2 running Windows installers.

    To my surprise the Nero install continued running
    as if nothing had happened!
    The install finished normally and I have
    a working NERO 2018 Platinum.
    I ran the suite and I could register my copy.
    After registration Update showed several updates.
    These were applied and Update was satisfied.

    I then switched back to my normal account.
    If i now manual run Nero update it is telling me there are updates
    to be applied and shows me an empty list!
    I simply ignore this for the moment and will
    not manual check for updates.

    Status so far: Up and running.

    The real problem is not adressed at all:

    How can Nero expect an average customer to
    supply the requested information?
    He/she just bought a licence for a burn program
    and wants to use it.

    I have not yet met a car dealer who expects me
    to have and use all the tools needed for repairs!

    With your very kind help I have been able to complete
    the install but "John Doe" is still left in the cold.

    Regards, Hans Reijers.
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  • The message you got concerning User (2) seems to indicate that there were two installations running. I wonder if that's why you had to stop 2 windows installers. I'm not savvy enough about Windows to interpret that. You can still mention to tech support what you found.

    Most of these problems are system specific so I don't think one could talk about an "average" user, in this regard. Had you returned the .cab file, tech support might have figured out the problem.

    I'm glad you have successfully installed Nero. Sorry, it's been such a trip for you.
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