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Lost Product Keys

Unfortunately, Nero Tech Support assumes you have the product (s) installed before you communicate directly with them. The email address techsupport@nero.com is defunct. This Windows 7 64-Bit crashed to where I had to obtain a new hard drive. As I tried to email Nero, the technician could recover nothing in files, including executables. You can imagine what I lost - documents, installers, music files and mp4's. On this computer I owned both Nero Multimedia 2010 and Nero Platinum 2015. To install them I will need the product keys. In my email folders I do not even show a receipt for the most recent purchase. Can anyone help? Thanks.
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  • Hi Louis,
    If you use the contact form to ask if Nero can supply your serial numbers ... they might be able to locate them in their database using your email address as a search key ...

    Customer Service:

    http://www.nero.com/enu/support/conta...
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  • I’m sad
    Phil, thank you. I just used that page and bookmarked it to contact Technical Support. After finding the Nero Multimedia 2010 disc, it went through the installation, asked for a restart; but it did not install. The installer came up on restart and froze. I tried to reinstall from the disc again. The installer is going again; but I do not know what it is going to do. An error message came up after I tried to reinstall Multimedia 2010 the second time. This is the 3rd attempt.
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  • I’m sad
    I got the installer to work again on the second try. Probably there were Windows components that had to be installed first. However, that is not the worst problem. Nothing on this system works except for Chrome, which I use now even though I never had it before, my antivirus and SuperAntiSpyware. A few programs do not even try to open; but most show error code 0xc0000005. I am going to try to uninstall the 2010 program.
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  • Perhaps you need to run the Windows System File Checker to check for Windows issues ...

    https://support.microsoft.com/en-au/k...

    Although there are many reasons why error code 0xc0000005 might be happening.

    Registry issues, bad drivers, even bad memory hardware itself.
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  • I’m sad
    I already ran System File Checker and it found nothing. Technical Support came through on product keys; but that is a minor problem. These wacky programs do not even uninstall. Upon the Change option in Control Panel while trying to uninstall the 2010 Multimedia, the error message came up, "Fatal Error During Installation."
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  • Perhaps time for the Nero FirstAidKit ...

    Nero created a tool (Nero FirstAidKit) which might solve the installation problems that you have reported.
    This tool will delete all registry entries of your Nero installation(s) and will allow a clean reinstall of Nero.
    Please note that the Nero FirstAidKit deletes Nero related registry entries only -> all Nero folders and files still
    remain on your system.(but Nero applications cannot be used anymore)
    These remaining Nero folder and files will be overwritten automatically once you have completed a new installation of Nero.

    **** BE AWARE THAT YOU MUST HAVE YOUR NERO SERIAL NUMBER KEPT SAFE SOMEWHERE FIRST !!! ****

    Please proceed as follows:

    Download the Nero FirstAidKit from

    ftp://ftp6.nero.com/tools/NeroFirstAidKit.zip

    to your harddrive.

    (copy the above link and paste to your web browser)

    Unzip the ZIP-file with WinZip or WinRAR and save the content to your hard drive.
    Double-click on the unzipped EXE-file to start the Nero FirstAidKit.
    -> The window "Nero FirstAidKit (for test only)" will open.

    Confirm the message to remove the Nero entries with YES.
    -> A status window will open.
    The execution of the tool may take several minutes.

    Please wait until the progress has been completed.
    -> The message "Finished cleaning up" is displayed.

    Close the window by clicking the "finish" button.
    -> Nero FirstAidKit has removed all Nero entries from your registry.

    Now start the download and the installation of Nero again:
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  • I’m undecided
    I have new installations now from Lucky Phil's Previous Products link. The technician who installed this new hard drive had to do a System Restore back to its earliest restore point. Having already tried System Restore and Last Good Configuration, I learned through this recent experience that such options likely corrupt programs so they do not work. (Not your problem, but Dropbox neither works nor uninstalls). However, before I installed both my Nero versions, I still had a Nero folder in My Programs that I renamed Nero.old. Is it safe to remove that folder? Both installations completed without problems.
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  • I’m happy
    1
    Thank you, Lucky Phil! Some major computer brands could use a lesson from how you all maintain these forum pages.
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  • I’m anxious
    Now that I have both Nero versions running, Technical Support now wants me to run the First Aid Kit, which will uninstall everything. A little after the fact, isn't it?
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