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Installation fails after reboot validator reboot

Bought Nero 2016 Platinum, I am running Windows 10. WHen I try to install it it tell me that I need to install reboot validator & I need to restart my PC. When I restart my PC the installation Wizard starts up again & then it tells me there is a reboot pending & installation fails. Is there a work around for this ?
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  • Hello Sanford-

    If you reboot a second time when that message comes up, does that help?
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  • I have the same problem. Reboot (2nd time) does not fix the problem. You have to start install again which results in the same problem. I have emailed NERO TECH SUPORT (yes I am Shouting) and have yet to received any email or assistance from them! I am a long time Nero user but at this time, I am wanting my money back.
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  • When did you try to contact tech support? Did you use the contact form at nero.com, support, contact, technical support?
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  • I contacted Nero approximately 2 weeks ago and yes I used their online form. I had to put my serial number and other items in the form. After completion, I did get a form letter type submittal acknowledgement screen but no email.
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  • I made an inquiry to Nero about no responses. If no one responds in the next two days, let me know.
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  • Hi Mark, support wrote back to you on 2016-06-13. Maybe you need to check your spam folder. They recommended you to run the First Aid Kit
    ftp://ftp6.nero.com/tools/NeroFirstAidKit.zip
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  • To Wither 1 and Since5.5...

    I’m having this exact same problem, but in my instance it pertains to a new install CD-ROM of Nero Classic 2016. I’m turning to you in desperation and throwing myself on your good graces, because I’m now in the middle of my FOURTH exchange/conversation with Nero Support about this problem. They’ve sent me three different and increasingly-complex “fixes” (one of which included the solution to Mark Hatcher’s originally posted problem in this forum, which was to run Nero First Aid Kit), none of which have solved my problem.

    My Nero Customer Service/Support case# is: NERO-170415-0009; The url I use to get to the case is:

    http://nero-contact.quicksupportlink....

    I don’t seem to have to enter any sort of USERID or Password to get to this url, so hopefully you’ll be able to read it also. If you can get to all of the attachments I’ve included in those 4 converses with Nero Support, which are MS-Word documents containing screenshots and 2 iterations of a NeroSupport.cab file, that would also be great – otherwise, I could get them to you via e-mail if that would help.

    Folks, I’m about to go off the deep end, because each iteration of trying one of Nero Support’s “fixes”, documenting the failed results, and composing a detailed response to them has taken me LOTS of time, and as you might imagine, LOTS of frustration when the same exact original problem prevents what I believe should be a fairly simple and straightforward install on a fully-up-to-date version of Windows 10.

    But besides all this wasted time and effort, there are a couple of things which really annoyed me in this exchange with Nero Support. The first is that one of the screenshots I’d sent them demonstrates, I believe, what may be a critical piece of information re the problem – that being: I think that the Nero Installer is requesting and forcing a reboot/restart BEFORE the install step of installing “Reboot Validator” has been successfully completed. I’ve made this point twice to them, but they seem to be totally ignoring it. Of course, I may be totally wrong about this being germane, but at least they could tell me so! The second really annoying occurrence is specific to their analysis of the first NeroSupport.cab which I sent them. They told me that their analysis indicates that I don’t have “... full access when installing the software”, and referring me to a Microsoft Support website which shows how to grant/obtain such access. But when I go thru that Microsoft process, before I even change anything, I’m shown that the SYSTEM account and my user/administrator account both already DO have full access to everything on the C:\ drive (which is presumably where the installer wants to install, in Program Files I would guess). So this tells me that their analysis of that .cab file was wrong.

    But enough of my useless venting and whining... I’d be tremendously grateful if you could come to my rescue and assist me with this – either by elevating the case to someone at Nero Support who has the smarts to give me a CORRECT problem analysis and fix, or by pointing me to such a correct analysis and fix if you happen to know of one.

    Many Thanks in advance!!
    Joe Navarro
    Orinda CA
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  • You should still continue to work with tech support. However, I just wanted to point some things out-

    Since you have a 64 bit system, the Nero files will be in C:\Program Files (x86)\Nero, not C:\Program Files\.

    The message you got for the KB4015438 installation normally means it's already installed. You can check it in the Windows Update History (I don't find the update history search function to be very reliable).

    Have you ever tried the stub installer from nero.com, downloads, previous products downloads, Nero 2016 versions?
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  • Hi, Wither 1...

    Many thanks for your thoughtful reply. Here’s my feedback on your reply; there’s an HTML link to a .png file of related screenshots at the bottom of my feedback.

    -- Yes, I agree that I must continue to work with Nero tech support on this problem... no other choice, really. It’s just that it’s SO frustrating. At this point, for reasons I’ve already shared with you (AND THEM!!), I feel that they’re just pulling out canned scripts to feed me on a trial-and-error basis. I mean, they’ve attempted to give me THREE fixes so far and nothing has worked. If you can give me any suggestions for directly escalating the analysis of my specific problem to a senior, knowledgeable analyst there, who would consider ALL the info I’ve fed to them so far and give me a considered solution specific to the peculiarities of my problem, I’d appreciate that. I’m also hoping that "Since5.5", who is apparently a Nero employee, might help me in this regard.

    -- What makes you think that I have a 64-bit version of Win 10? As you can see from the screenshots in the .png file below, I have a 32-bit version running on an X64-based processor. Did I say something in my replies to Nero tech support or to you which implied that I’m running 64-bit? If so, I should correct that. I remember that I had some very good reasons for choosing 32-bit at the time I upgraded from Win7 to Win10. Don’t remember what they were, but it was a reasoned, considered choice. So, therefore, as you can also see in the left pane of the next screenshot, I have no C:\Program Files (x86) Directory on my PC. Just FYI, no bearing on this problem, The C:\Pgrm Files Unprotected directory is where I stash very, very, very old .exe files which don’t use the Registry at all and which will not run from Program Files, but which I still use regularly and prefer, such as PKZIP. That screenshot also shows that there is a directory at that root level named “NeroHistory_All”, but it’s completely empty.

    -- Re Windows Update KB4015438... a somewhat odd situation – also some screenshots provided in the .png file below. It wasn’t until I began to look for this as a result of the Nero tech support directive (which you probably saw in my thread there) that I realized that it had failed to install, after two attempts, on 3/22. I leave my PC on most of the time, and have Windows Update scheduled to run overnight. I’m pretty certain that I NEVER saw any message window pertaining to this failure on any morning in March when I first sat down at my PC. And I’ve not been able to figure out how to look under the Windows Update covers to find out the specific reason for this failure. Also, in the old Win7 Control Panel “Installed Updates” list (also in the screenshots provided in the .png file below), this update does not show up as being resident on my PC. And so when I got the message to which you refer upon my attempted install attempt per the Nero tech support directive, I assumed that it was because a later cumulative update (KB4015217) had superseded it when that later update was successfully applied on 4/11. But now I see that this later update is described by Microsoft in Installed Updates as a “Security Update”.. So as I write this, it occurs to me that I might try using that same Installed Updates Win7 Control Panel function to Uninstall KB4015217 and again attempt to install KB4015438 from the direct installer I downloaded recently. Whether it does install successfully this time or not, Windows Update will no doubt eventually notice that KB4015217 is no longer installed and then re-install it. BTW I’d take another System Image backup before I attempted this, so it seems relatively low risk. Do you have any thoughts about this approach?

    -- I did try, at some point over the last few days, the downloadable installer which you recommended, with exactly the same endless “Reboot/Restart” loop. Tried it again just now; same sad result. I also found in some other forum (can’t remember which one now) a URL link to a download of the old Classic 2016 Trial Version online installer. The person on that forum claimed that they had had the exact same reboot/restart problem with the Classic 2016 full-function download which you had recommended to me, but that the Trial Version had worked without that problem coming up, and then they just had to enter their serial number to upgrade their trial version to the full-function version. But when I attempted to use the trial version url they had provided, the Nero website redirected it to a download of a Trial Version of Classic 2017, for which of course I do not have a serial number. So I abandoned this approach.

    -- Also BTW, ever since the first Nero Tech support response which directed me (among other actions) to download and run Nero FirstAidKit, I’ve run this utility immediately before every install attempt I’ve made. It always runs extremely quickly – in less than a second – and from this I infer that there are no Nero products installed on my PC. I’ve long since uninstalled my old Nero 11 which was the subject of that other Forum post which you helped me with.

    OK, thanks again... your kind attention and help is GREATLY appreciated!!

    Joe N.

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  • When I see "x64" based system, I assume it's 64 bit. I really don't know what a 32-bit, x64 system is.

    However, it's a bit odd that you wouldn't have the C:\ProgramFiles (x86) folder because Microsoft (for some reason) has always used that to store files for 32 bit software. That's normally where the Nero files are for running the program. Is it possible that it's hidden?

    Updates prior to the referenced KB, caused all kinds of problems with Nero and other software. One person said he had to try the installation something like 8 times before it would go. I suppose you could go to the Microsoft Update Catalog and download it (make sure you get the correct one). To run it, you would need to be able to set Windows Update to never check for updates and reboot before the installation. I don't know if you can do that in Win 10.
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  • Hi, Wither1...

    Just an FYI update -- nothing new from Nero tech support as yet. The optimist in my hopes that the delay means that in fact my case has been referred to a senior, knowledgeable tech analyst who is taking the time required to do thorough analysis and problem-solving. In the interim, after giving you a bit of an update, I do have one additional question below...

    I think x-64 based means that the Intel CPU/Processor which I installed when I built this computer is capable of running 64-bit software/OS, but of course it will also run 32-bit software/OS.

    You’re right re the difficulties in managing timing of Windows 10 updates. I think that of the 4 update steps (Check for update, Download update, Install Update, ReStart) only the last one is capable of being “managed” via the “Active Hours” feature. I decided to go ahead and try the strategy I’d asked you about – backing out the later Cumulative Update and then trying again to use the Standalone Installer to install KB4015438. To get around the Win 10 auto update timing problem, I turned off my router during the backout of the later cumulative update and all resulting restarts (took a LONG time to accomplish this uninstall!!!). Then with the router still off, I tried again to install KB4015438, with exactly the same “Not Applicable...” result.

    Then I unwisely embarked on a wild-goose chase -- turned my router back on and Googled that KB with the phrase “Not Applicable”. A number of the results indicated that this update had been replaced very quickly by Microsoft with an update named KB4016635!! So of course this got my hopes up a little bit and I checked the Microsoft Update Catalog for THAT update, and sure enough the Details of the Update (see 1st 2 screenshots below) DID indicate that it was in fact a replacement for KB4015438. Which got my hopes up even more. So again I went through the steps of: downloading it; turning off my router; checking Control Panel Installed Updates to be sure that Windows Update hadn’t sneaked in during the brief period that the router was on; and double-clicking on the new downloaded update. Which resulted in exactly the same “Not Applicable” result. So net-net was just another morning wasted.

    So it seems I’m stuck waiting on Nero tech support. In the interim, might you share your thoughts with me re my (admittedly uninformed) analysis that the core of my problem is that the Nero Installer is for some reason putting up the “reboot required” window/dialog BEFORE the installation of “Reboot Validator” is successfully completed? I think this because, as you can see in the third screenshot below (which occurred during every one of my install attempts, whether from CD or from the downloaded installer), there’s no indication that RV has been successfully installed. The progress bar for this install does not use the %-completed method; rather, it uses the marquee method where a small green rectangle continually cycles from left to right within the progress bar while the install is in process. As you can see from the screenshot, the small green rectangle is nowhere to be seen in the progress bar at the time the “Reboot Required” window is put up on top of it, and there is no indication of success. I would have expected that some sort of “Reboot Validator Install Successful” message/window would have been put up before the next reboot/restart was called for. Also, running NeroFirstAidKit does not apear to find any Nero software on the PC. If you agree with my analysis, then the next question would be:

    Is there any way of doing a completely standalone install of Reboot Validator outside of the Classic 2016 Nero Installer process? If this were possible, then I think that two things would happen: the Nero Installer Package would find that RV was already resident in its proper place on the PC, and so would not attempt to install it. And then during the startup after the restart, RV would operate properly, validate that a reboot had in fact been done, and allow the second phase (after restart) of the overall install to proceed.

    OR, is there some way of “fooling” that second phase into thinking that RV had, in fact, done this and it’s OK to proceed? Because, of course, I AM doing the reboot/restart appropriately

    Once again, many thanks for your patience and willingness to help me. Will continue to hope for a successful fix from Nero tech support or perhaps a Nero employee such as “Since5.5”, who has chimed in earlier on this thread during Mark’s problem, will see this new material and intervene/help.

    Joe Navarro
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  • Hello, WIther1...

    Since my last post to you above, and after two days of not hearing anything from Nero support, I finally did hear back from them today. They sent my yet another "solution" (their fourth), which they introduced with the phrase "It might be that the error is caused by..."; and then proceeded to tell me: "delete the files in C:\Windows\Installer and C:\Users\"Username"\AppData\Local\Temp After that, please proceed with a clean installation."

    So Nero tech support's trial-and-error grasping at straws is now worse than ever, and of course this solution did not work either. I replied to them, telling them that the solution did not work and sending them yet another iteration of NeroSupport.cab.

    This thread in this forum implies that Nero employee "Since5.5" is monitoring thisthread, but (s)he hasn't chimed in as yet. I could REALLY use the help of another Nero staff member to intervene with Nero tech support, who is now IMHO just wildly guessing at the cause of my problem. Is there any way in which you might get an influential Nero staff member's attention re my problem?

    Grateful as always for your interest and help.
    Joe Navarro
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  • Did you\could you change the Windows Update to "never check for updates." before you tried to install the KB files? As I noted, they won't install while the Windows Updater is active.

    Did they give you specific files to delete in \Installers? You shouldn't delete all of them.
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  • What exactly do you mean by "active" re Windows Update?? Are you using that word interchangeably with "enabled"? As I mentioned above, I had my router turned off all during the process of backing out the later update and my failed attempts to install KB4015438/KB4016635, so Updater could not have gotten any info from Microsoft re the later update, even if Updater was memory-resident and trying. If you think I have to totally disable Updater from running at all, that's a difficult proposition under Win10. There's a way which purportedly works using gpedit; see the middle of the thread at:

    https://betanews.com/2016/06/09/contr...

    but I don't know that I'm brave enough to try that unless you really do think that getting one of those two updates to run would solve my problem.

    Re C:\Windows|Installers, I'm afraid that I already did what Nero told me to do, so this directory is as of now totally empty. If you think I may be in real trouble on other fronts because of this, I could restore my entire C:\ drive from a System Image backup I made a couple of days ago (I know which files from my current C:\ drive I would have to put aside on another drive and then put back after the restore was done, so I wouldn't lose any of the useful work I've done since then.) Should I do this restore to get the contents of \Installers back?????

    I have a reasonably powerful laptop which I don't fire up very often; this machine came with Win10 64-bit preinstalled. I'm thinking of firing it up tomorrow, letting it get all its Windows Updates, and then trying to install Nero Classic 2016 from my install CD on that machine. Would be a pain in the ass to have to copy various media files back and forth from my PC to the laptop, but at least I would be able to use Nero. Because I've about given up on Nero tech support after their latest inane suggestion which began "It might be that the error is caused by... ". Not a phrase to inspire confidence in them, and as I suspected, deleting the contents of those 2 directories did nothing to solve the problem.

    Thanks again!!!
    Joe N.
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  • Yes, "active" meant "enabled". It's going to continue to check for updates at the software level even if internet is not available. I'm not sure that the instructions in the link you provided will achieve what I'm looking for. I don't know what in those advanced options for the updater. Prior to Win 10, one had the options shown in this screenshot-


    I wanted you to set the last one, if it's available.

    Personally, I would restore the image. If you wanted to uninstall software, you wouldn't be able to without the files in the Installers folder.

    If I remember correctly, somewhere there's a thread (s) on the reboot validator looping. Probably was for an older version but I didn't do a search for it.

    I'd stick with using the stub file for the installation. It's probably more up to date than what's on your CD.
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  • Did restore to that prior system image, after copying out all of my files in MyDocs and C:\Users\"me" that I had updated since, then copying them back after the restore, so now all is good. Every relevant other thread on the web says to not delete contents of Installers; why am I not surprised that Nero Tech Support told me to delete those?

    In the meantime NTS gave me yet another solution which didn't work, so round and round we go. Re MS Update, no, sadly, in Win10 most of that control is not available in Settings. That link I gave you discusses this lack very well. I think the approach in that same link above, using GPedit.msc, is the only way to get it back. I may try that eventually.

    Today I successfully installed Nero Classic 2016 on my laptop from the CD, and updated it online at Nero.com, and am using it now... a real hassle to copy/share media files over my WiFi network, but at least I'm somewhat productive. The interesting thing about that install is that NO reboot was required at all!!!!! It did preinstall Reboot Validator, and a number of other Visual C components with an explicit "Install Successful" note about every one of them. But then the main Installer breezed right along thru the rest of the entire install from the CD, without ever asking for a Reboot!!!!! Because of this, I'm more convinced than ever that that's the spot (Preinstall of RV) on this PC where the problem is, because on this PC I never get the "Successful" note for the mandatory preinstall of Reboot Validator, so I think that preinstall step is failing and then for some reason immediately asking for a reboot after that failure.

    And now you've got me a bit confused, because when I read the very first post above in this thread from "Sanford Syra", it sure appears to me as if we're talking about the same problem... a looping Reboot Validator preinstall attempt... that's why I posted here in the first place.

    Anyway, my continued thanks for your wise counsel, I'll give NTS a few more cycles to see if maybe they can solve this and if not I may try to force the install of those intermediate KB files after disabling automatic updates via Gpedit.
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  • Sorry about the confusion. As you noted, this thread is one of those about the looping issue.

    I don't know how the reboot validator determnines what requires a reboot. On this system, I have 6 versions of Nero. I didn't always have to reboot during their installation.

    Out of curiousity, does Win 10 allow one to disable the Windows Updater? I know that the people who bought Pro, could elect not to install updates for a year but that year has come and gone.

    Keep me posted on the results of your endeavours.
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  • Ref Windows 10 Updater; yeah, that was me... one who could postpone updates for a year. But since then, no way to disable using Settings; only some minor control over timing of restarts (can't control timing of checking/downloading/applying). The method suggested in the link I cited above, using GPedit, might work; I may get brave enough to use it, depending on how far I'm willing to go with Nero Tech Support.

    Today I took a shot at re-trying the install from the download "stub" you suggested; once again it resulted in the exact same RV endless loop. But this time I had also planned to see what Install files resulted (you may remember that I got NO Install files from the endless loop of the CD-based install). This time there WAS a set of install files (top directory NeroInstallFiles ) left in that Installs directory, although not structured quite the same as Nero Tech Support told me to look for after an attempted CD install. And there WAS an .msi file in that top directory. I had also found a command-prompt method of running an .msi file, so I gave that a try per Nero Tech Support's latest failed solution (which had pertained to the failed CD install). This failed also, but in a different way, which I posted back to NTS in my Case thread. If you're interested in reading it, here are the Screenshots which I sent to NTS along with that response:



    But at least I am productive with 2016 on my laptop. Thankfully for my old brain, there doesn't seem to be any difference in the way Nero Video actually works in 2016 vs. the way it worked in the 2011 version. Just BTW, as an idle question which certainly does NOT belong in this thread... do you happen to know the reason why Nero Video forces the "Lock Aspect Ratio" checkbox to be On for custom buttons?? Very frustrating. I mean, why offer a checkbox if it can't be used??

    Thanks again, as always.
    Joe N.
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  • This is from the help file- I hope it answers your question.

    If the check box is selected, the Scale X and Scale Y values of a graphic object (i.e. width and height in percent) can only be adjusted in the lock aspect ratio. If a value is adjusted, the other value automatically adjusts.
    Buttons can only be adjusted in Nero Video in the lock aspect ratio.
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  • Hello, Wither 1...

    Just wanted to circle back with you and close the loop on my original case, to let you know how it all came out, since you generously gave me so much of your valuable time and insight. You can read the last few posts in the original case web page if you wish, but the Readers' Digest condensed version is:

    1) Nero Tech Support told me a couple of days ago that they had reanalyzed the diagnostic .cab file I had sent them and determined that the root of the problem was in my configuration of Windows 10. Given all that's ensued, I totally agreed with this analysis. They told me to download the stub trial install of 2017 and see if that installed and worked; they then offered, if this worked, to refund the price I had paid for 2016 and give me a 70% discount off the purchase price of 2017.

    2) I did as they suggested and the 2017 install worked fine and the trial version of the software worked fine. I then responded to them and said that I'd like to accept their offer, but I also noted that I had purchased my 2016 version in a new sealed box from an eBay retailer, and I also noted that the link they had given me for the stub download was for Platinum, which I didn't need, but that I had tried the 2017 Classic stub install trial version and that was what had worked. Finally, I noted that my original eBay purchase was done because my Nero 11 software no longer worked under Windows 10, and I gave them the serial number key for my Nero 11 to prove that I was, in a way, "updating" rather than making a new purchase.

    3) This morning they responded that because I had purchased Classic 2016 from a third-party retailer, they could not fulfil their offer to refund my purchase price, but they also made a different offer, which was to activate my Trial Classic 2017 for free, and they gave me the serial/key to do so!! I thought that this was an incredibly fair resolution (given that we're now all agreed that my Win 10 OS was the culprit all along), and I wrote back to tell them so, to also tell them that I had used the key and tested out the full (not trial) version of Classic 2017 and that it seemed to be working perfectly, to thank them profusely for this more-than-fair resolution, and to tell them that from my POV this case was now closed, totally satisfactorily.

    So, that's that... Under the philosophy which always pays off with MS Windows of "if it ain't broke, don't fix it", I'm not going to pursue the approach which I'd discussed with you of using GPedit to beat Windows Automatic Update into submission. After all the dust has cleared, I'm back where I wanted to be with Nero Video working flawlessly on this, my primary/main PC, and so there's no sense in tinkering any further unless some other application software of mine also runs into the Win 10 problem.

    But I DID want to be sure that I had let you know about this happy (IMHO) resolution, and to thank you once more for all of your time, thoughtful analysis, and insight.

    Oh, and BTW... I already knew that the button aspect ratio couldn't be changed... this has been true all the way back, at least, to Nero11. I was just idly wondering WHY this would be so... no biggie, I can certainly work with that.

    Anyway, be well, and thanks again.
    Joe N.
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  • Thanks for posting the resolution. I wish everybody would do that.

    I wonder if you can still use v11.

    Enjoy!
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  • Re Nero11: I don't think it's usable... this whole odyssey of mine began because when I fired up Nero 11 for the first time under Windows 10, it crashed every time I tried to add any sort of video clip to a Blu-Ray or DVD Project. Looking around the web convinced me that it probably was not supported under Win 10, so that's when I first purchased the CD-ROM of Nero Classic 2016. Seems like an eternity ago, but in fact it was only about 2 weeks ago that this whole thing started.

    Anyway, "all's well...", etc. I've now built and burned both Blu-Rays and DVDs using Classic 2017 on this PC. Over the next couple of weeks, as I have time, Ill play around with the other functionality.

    One thing I did try, and was slightly disappointed... Apparently, Classic 2017 Media Home won't play the Blu-ray discs that Nero Video burns??!?!?! See screenshots below. What's up with that?? It's info intro says it will play Optical Discs, but apparently not Blu-Rays?? "No Blu-Ray Disc Player Available"??? Kind of tacky for a "media suite", but I've got other Blu-ray players on this PC, so no big deal to me... but definitely bush league and dysfunctional for a media suite package, IMHO!!!

    Be well.
    Joe N.

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  • They discontinued the blu-ray player starting with v2016.

    It was my understanding that BDMV (BDAV) and AVCHD-TN folders (not blu-ray discs) could be played in Nero MediaHome (I think if one had platinum). However, Nero informs me that's not the case. You will get the error that you identified. However, if you had v11 Platinum installed, it would have the blu-ray player and you would be able to play both discs and folders.
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