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Nero 12 Essentials: Nero Express: registration keeps failing.

I received Nero 12 Essentials with a new external DVD/CD writer (LiteOn eBAU108).

It installed without any problems.

It is easy to use, and it does everything I want. (I'm only using it to make DVD data discs for backing up my files.) So I don't want to upgrade, at least not yet. (Sorry!)

The problem I'm having is that usually (although not every single time) when I run the program, it asks me if I want to register it, but every time I try to do so, I get an error message, asking me to check my firewall settings and try again.

I'm using Windows XP (SP3).

I've tried setting Windows Firewall to make exceptions for these processes:

(1) NeroExpress.exe;
(2) NASvc.exe (shows as a running process in Task Manager);
(3) NANotify.exe (just a guess, because it was in the same subdirectory as NASvc.exe).

None of these changes to the firewall settings has fixed the problem.

I also keep getting a message saying that the software is a trial version, and will expire in a few days' time.

I guess that that's what will happen if I fail to register it, but if I do succeed in registering it, this "trial version" message will go away, too?
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  • Hi Nadreck-

    It's a very common problem and the problem is at their end. It's routine for me to try to run the check for updates and get a message I'm not connected to the internet. Others have the same problem as you.

    Since, I'm never in a hurry, I usually wait 2 or 3 days and the problem disappears or I try a different browser (I routinely us IE).

    I recommend that you send an e-mail using the contact form at nero.com, support. Let me know what you find out.
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  • Thank you for the reply.

    On this page:

    Technical Support

    they write:

    "Technical Support via e-mail is available for the following products: Nero 2016, Nero 2015, Nero Burn Express 3, Nero 2014 & Nero TuneItUp within 24 months of date of purchase. Outside of this time frame and for older versions of Nero we offer support via the Knowledge Base and the Nero Forum."

    That doesn't look very encouraging.

    Do you (does anyone) know if anyone has ever got an answer from them for products other than those listed?

    (I suppose there is nothing to lose by trying, if all else has failed! But I'm too timid to try right now.)

    Meanwhile, I've had a read through some of the answers at the FAQ for Nero 12:

    http://www.nero.com/eng/support/#n12::FAQ:

    The question closest to mine seemed to be:

    I own an OEM/Essentials version but have lost my serial number / disc. How can I reinstall Nero?

    The answer to this is also not very encouraging:


    "If your Nero version came with your burner or computer then you own an Essentials or OEM version.

    The serial number is located on the back of the Nero CD paper sleeve or it enters itself during in the installation from the CD.

    If you do not have this disk anymore or the program came pre-installed on the hardware, a reinstallation of Nero is only possible, if you saved the serial number yourself.

    We do not have any record of the serial numbers of CD Aor OEM/Essentials versions, because of the individual packages. Unfortunately we are not able to provide you with a replacement serial number.

    There is no automatic online registration by installing the product on your PC.

    Additionaly (sic) we would like to inform you that you have purchased a limited Nero version that does not contain all features of the full retail version.
    The CD/DVD recorder manufacturers or computer distributors (who bundle Nero with their products) decide which Nero applications will be included in the OEM/Essentials version. This decision is not made by Nero itself."


    No serial number is visible on my CD, or its paper sleeve. And it looks as if they're saying that the online registration process is not even supposed to work with this product! (That makes you wonder why it tries to execute!)

    But in another answer somewhere in the same FAQ, I came across a mention of Nero ControlCenter. It turns out that my Start Menu does have a link for that, so I ran it. It says:



    Product Serial Number Expires State

    Nero 12 Essentials OEM Never OK


    Ought I to be reassured by that, perhaps? Can I just ignore the message telling me that it's going to expire (on 26 Feb)?
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  • The deadline is tomorrow.

    There doesn't seem to be anything that I can do about the problem, now that the customer support form requires a serial number even to ask a support question that I'm probably not even formally entitled to have an answer to anyway!

    Also worryingly, the program is no longer even asking me to connect to the Internet to register it, but it is still telling me that it is a trial version which will expire tomorrow.

    I'll let you know what happens.
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  • I had asked 8 days ago and didn't get a reply. I asked again.
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  • Thanks for trying.

    They do seem to be making it impossible, don't they?

    I can easily imagine that they must be overburdened with support requests,and have to cut down on the workload somehow, but that doesn't explain why they can't make things clearer and more consistent.

    Does anyone know if the bundling of limited and/or trial versions of software, like this, actually adds to the purchase cost of hardware such as a DVD writer? (I'm a duffer at economics, but I imagine it could be mutually beneficial to the hardware and software manufacturers, and cost the customer nothing.)

    If I haven't paid anything for it, I can hardly complain, but I don't even know if I've paid anything or not!
    • Sometimes the people I ask aren't available for extended periods of time. It's touch and go.

      I'm guessing that it costs the OEM a minor sum of money because they specify the features of the Essentials version they provide and Nero has to customize accordingly. I really don't know. I've often wondered.

      Since you have a serial number that never expires, you don't have a trial version.

      If you run regedit.exe, the actual serial number would be here in the registry-

      HKEY_Local_Machine\Software\wow 6432Node\Nero\Shared\NL 11

      My serial numbers for v12 start with 901E but yours would be different.
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  • Many thanks for that information.

    I don't have much to report yet.

    At this location in the registry:

    HKEY_LOCAL_MACHINE\SOFTWARE\Nero\Shared\NL11

    there is a key, whose 'value' is so huge that it can't be a serial number, but whose 'name' is a string of the form Serial11_nnnnnnnnnn, where nnnnnnnnnn is a 10-digit decimal numeral, which I took to be the serial number.

    I typed that number in at the Technical Support page, but received the curt dismissal:

    We're sorry, but your key is not enabled for e-mail support, because your version is not in the list of supported versions. (n5)


    It's after midnight (GMT, I don't know what time Nero keep), and my program hasn't turned back into a pumpkin yet. But I didn't expect the catastrophe to happen at midnight anyway, so I shall have to see if anything happens tomorrow (the 26th proper).
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  • Don't expect a rapid reply. I think the person I asked may not be in the office this week.

    The normal serial number for v12 is 39 characters, including the hyphens. The part that you mentioned- nnnnn............ is not part of the serial number. The serial number would be in the value for the data.
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  • Thank you again. The Registry does present a baffling appearance (presumably intentional on Micro$oft's part).

    It especially doesn't help that values always seem to end with something that looks like an ellipsis, suggesting that they go on indefinitely, even when they have in fact been displayed completely - or, in the case of the serial number, almost completely, with just 2 characters missing from the end, for some benighted reason.

    I exported the NL11 key to a file, NL11.reg. (I renamed it to NL11.reg.txt for safety, although presumably it would have been harmless even if I'd accidentally double-clicked on it.)

    The serial 'number' is indeed massive, consisting of 39 hyphen-separated groups of 4 characters, each character being either an upper-case letter or a decimal digit. (Is that security overkill, or what?)

    It worked as an "open sesame" to the fabled Support Form, and I have finally submitted a support request (under "Legacy Products"), at the eleventh hour.

    I told them the problem description was extracted from a thread I'd started in this forum.

    And a big thank you yet again - I'd never have got anywhere near submitting a support request without a lot of help!
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  • I wonder what would happen if you added your found serial number to the Nero ControlCenter, if it's not shown.
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  • That might be an interesting thing to try if the program does expire today.

    It's still going, but I can't remember what time of day I installed it, so I can't breathe easily yet.
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  • Thank you for choosing Nero. Your trial period has expired.


    (I'll try that experiment with Nero ControlCenter tomorrow.)
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  • The serial number you have entered is already stored on your computer.
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  • That's what I thought but it was worth a shot. We'll just have to wait until next week to see if tech support comes through.
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  • It's now 8 days since I filled in the support request form, and they haven't replied. Should I conclude that they are never going to do so, or can I still live in hope?
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  • Hello Nadreck of Palain VII,

    unfortunately we have to inform you that OEM versions are limited. Some features can be trial for a specific period, but you have to buy a full licence and install it to unlock these functions.

    An online registration of the product is not essentially needed.

    We are sorry for the inconveniences you've experienced using our software.
    • Thanks for responding. Since he's using XP, any of the v2016 products isn't an option. If all he wants to do is burn data discs, I was going to suggest getting Nero Burning Rom 2015 at Amazon.com. However, the price is higher than buying either Nero v2014 Platinum or v2015 Platinum there. The latter would be my preference.
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  • The response doesn't address any of my questions or criticisms. It was never a matter of doubt that OEM versions are "limited". Nor has it ever been only a matter of "some features" being locked, rather it has always been a question of whether the entire program will continue to work or not. I have made it clear from the start that the problem is that the software repeatedly tried to register itself (I didn't try to register it, manually, other than by responding to a yes-or-no dialogue window that popped up automatically every day or so), but it repeatedly failed to do so. And then I also made it clear that according to Nero ControlCenter, the licence (for the "limited" features provided) was supposed never to expire, yet it did expire. I am reduced to repeating myself.
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  • I'll let ChristianZ respond to the first part of that. I tried to get that across to them.

    I didn't know if the OEM versions had parts that are trial features. I was trying to get a clarification of that and ChristianZ provided the answer. As a result, those features will expire.
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  • Hello Nadreck of Palain VII,

    the user-registration is a free option.
    It is also possible to get productupdates or activate third party patents without the user-registration.

    The problem for re-appearing user-registration window can belong to an older installed version of our products or a Problem inside the current installed version. (In this case Nero 12 Essentials)

    Please first try to install all available onlineupdates at Nero ControlCenter.
    If this will not work, please make a clean reinstall of Nero 12 Essentials.

    Cleaning with our FirstAidKit:

    To delete all Nero registry entries from your system, use the Nero FirstAidKit.
    Please proceed as follows:

    Download the Nero FirstAidKit from

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

    to your harddrive.

    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 please open Windows Explorer and manually delete the folder "Nero" at "C:\Program Files\".
    (on 64Bit systems at C:\Program Files (x86)\)

    (A clean reinstall of an essentials Versions requires to install from the disc media as there is no download available for the installation program on our Servers.)
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  • Hello Wither1,

    unfortunately not. The installer package has it's own productID and requires a Serial which comply to this ID.

    Therefore it will not be possible to install the Essentials Version using the Standard Nero 12 or Nero 12 Platinum Installation file/package.

    The Installation must be done using the disc and then installing all available onlineupdates at Nero ControlCenter.
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  • Thank you for the information. Please excuse my slowness in replying.

    The problem at the moment is bad timing: my computer will be performing an important chore over the next few weeks, and I daren't risk disturbing the operating system by installing or uninstalling software during this period - especially as the installation of Nero 12 was enormous (619MB, with even the whole of Microsoft Office only weighing in at 620MB, and everything else much less).

    I do have a couple of questions to ask about what has been suggested, but if it's OK, I'll wait until the end of April to ask them, because then I'll be able to act on what I'm told.

    Thank you all for taking an interest in the problem. I'll be back!
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