why is there no sound when I play a DVD?

new surface pro.
new Memorex external drive : Nero.
idfk what else. it was the only one available at staples.
and I expected it to work.
what now?
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  • Please identify which version of Nero you purchased at Staples.

    Nero suites purchased at Staples normally come with an activation code instead of a serial number. A serial number will have 39 characters, including hyphens. Is that what you have?

    A serial number is necessary to activate patents for mpeg-4, .mts and .mt2s video file formats. If you used one of those formats to burn to disc and don't have the purchased serial number installed, you could get this problem.

    If you do have a purchased serial number, as I described, and you inserted it during the installation, did you go to the Nero ControlCenter and run the check for updates after the installation?
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  • Hi Chris,
    Which Nero version of Nero do you have?
    Have you purchased a Retail version, or you ́ve got an Essentials/OEM version bundled with your Memorex external Drive?

    Best regards,
    NeroUser
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  • I’m BEYOND FRUSTRATED
    I, too, am very frustrated with the Memorex Slim External DVD Writer 8x I purchased yesterday. I installed the trial version of the Nero12 essentials that came in the box. I tested out to see if the DVD player would work. It played video but not any sound. I then did some googling to learn that 12 doesn't play sound only video and that you have to then purchase the platinum upgrade to get sound, which seems like an incredible ripoff--who wants to watch a video without sound. I first purchased the Nero 2015 Platinum Upgrade and installed; but, no change. I then purchased the Nero 2015 Platinum and installed; but, no change. I now have a $50 DVD writer that doesn't play sound in addition to the $150 plus I paid for the software that made no difference. I am utterly pissed off and need to return all of it; but, to add assault to injury, in order to talk to a human being at Nero, you must pay them $1.29 a minute for any technical assistance! WHAT?!?!? REALLY!?!?!? I am a litigator and work for a large law firm and am thinking there may be a very good class action case against Nero...I've done some googling on the issues I have been facing, and I am amongst a huge group of dissatisfied and shocked customers. I want my f-ing money back for the crappy hardware and software.
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  • You don't need Platinum to play sound in a video. Where in the H did that come from? I just don't understand who is putting out that kind of information.

    And where did you pay $150 US for v2015? Even at nero.com, the price is only $110 US.

    Support for any Nero product is free in the forum, via e-mail to techsupport@nero.com and at their chat line which is freely available in Europe. I don't have the link on this computer or I would give it to you.

    Good luck with a class action law suit over a cheap piece of software. I hope you're familiar with German law since that applies to Nero products.

    That said, let me try to help you.

    When you play a DVD, you play it in Nero MediaHome. In a free Essentials version, you would have to buy a plug-in for Nero MediaHome. At one time, you could buy individual plug-ins for Nero MediaHome but Nero changed that a month or so ago and, now, you have to buy the whole plug-in package.

    In the case of your purchased Nero 2015 Platinum, that plug-in package is included. No matter what the problem is with it, you won't get a refund unless tech support is unable to resolve the problem.

    After you installed v2015 Platinum, is your purchased serial number shown in the Nero ControlCenter? Although it wouldn't make any difference, did you also run the check for updates from the Nero ControlCenter?
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  • I’m VERY FRUSTRATED STILL
    There are numerous individuals online reporting the same problem as me -- no sound and reading that in order to have sound play with the videos on the Nero device, you need to upgrade. Aside from the cheap $50 software, when you end up having to purchase other software just to make it work, I think that is particularly problematic.

    Yes, the v2015 is $110; but, I tried upgrade first, which was $50. Then, when that didn't work to allow sound to be played, I paid another $110 for the full program.

    I am in US; so, in order to obtain tech support, it will cost me $1.29 a minute.

    I checked for updates numerous times. Each time I tried to play the video, the video would begin to play, and then I would get this pop-up saying that in order to use all the functions (apparently sound), I would need to upgrade. I click on the upgrade, and it takes me back to a website that tries to sell me the upgrade and the entire program. I did both and still get the same message each time. I am incredibly frustrated. I have put in serial numbers for both the upgrade and the full program. I am at a complete loss.
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  • Pardon me but those numerous individuals are full of it. I described what is necessary to play a DVD. Both 2015 classic and Platinum have the plug-ins for DVD playback. The only plug-in that Classic doesn't have is the Nero Blu-ray Player.

    I don't know what the original upgrade was you purchased. If it was Classic, the upgrade to Platinum is only $60.

    I described the three free options for technical support. I didn't give you the link to the chat-line. This is it- http://www.nero.com/eng/support/conta...
    It's on GMT+6 so, a person like us from the US, needs go there early. Personally, I would never call them.

    You didn't tell me if your Platinum serial number is correctly shown in the Nero ControlCenter.

    On that subject, when you installed Platinum, did you uninstall the original version or did you install over it? When one has Classic and installs the Platinum upgrade, the serial numbers for both products have to be in the Nero Control Center. I don't know what happens if you installed over Classic with the full Platinum version.
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  • Hi Gretchen,

    I have just checked your pruchases, and you have purchased Nero 2015 Platinum twice.
    Don ́t worry about that. Please send an e-mail to our Customer Service at:

    US-CustomerService@nero.com

    They will refund you one of the purchases.

    Regarding the sound problem, this is happening probably because you still have the Essentials version that came bundled with your drive installed on your system. Clicking on Upgrade now will not solve the problem, you need to download and install the upgrade, as this will be a totally independent program.

    What you need to do in this case is to uninstall this Essentials version (you can do this directly over the Control Panel > Add and remove programs), and install the complete new Nero 2015 Platinum that you have purchased.
    You will find your serial number and download links in the e-mail confirmation order.
    Once you ́ve installed the complete Nero 2015 Platinum version, using your personal serial number, the problem will be solved.
    But please first contact our Customer Service so they can cancel and refund you one of your purchases, and you use the correct serial number to install it.

    Best regards,
    NeroUser
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  • I’m thankful
    1
    I really appreciate your assistance! That is correct -- I still have the Essentials version that came bundled. I will uninstall that version. I will contact customer service to get a refund on one of the purchases.

    Thanks again for assisting me with this.
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  • Hello! I just bought the Memorex Slim external dvd driver at Staples and I installed the nero essentials cd that came with it. I'm just using the external drive because this computer doesn't have a disc drive in it and I want the external drive to run through all cd/dvd programs like Window media player and itunes. I thought that's the whole purpose of external drives not to force you to use the program that goes with it. Is there a way I can fix that? If I don't, can I get my money back because I'm not satisfy with this product at all.
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  • Hi Jazzmin-

    I'm afraid I don't understand the exact problem you have. Would you please provide more details.

    In regards to the Nero version you got on your drive, it's an Essentials version whose complete capabilities can only be determined by sending an e-mail to techsupport@nero.com along with your serial number (don't post it here). It is also free so the only money you can get back is for the drive itself and you would likely need to show that it is defective.
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  • Jazzman,

    I think you can simply ignore the Nero program and use your disc exactly as you wish with iTunes, etc.
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  • Sorry I was just a little confused and overwhelmed that night when I just wanted it to work.

    First of all, my computer is a Lenovo edge 15 windows 8.1 (64 bit)

    Second, my problem is there's no audio when I play DVDs on the external drive so I though if I use Window Media Player and/or Itunes to play there will be sound but s far I didn't see any option but to play it on "Nero Kiwi Media" the same program I'm trying to avoid using due to no audio.

    I don't fully understand the whole Nero thing but I also don't want to use it. I just want to use window media player/itunes to my CD and DVD only. Is there a way to avoid using the Nero pogram.
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  • Jazzmin- If you have Kwik Media, your version is out of date. Please run the check for updates from the Nero ControlCenter and install all that appear. You should then have Nero MediaHome. Open it and click on Market. Does it show that you need the Nero MediaHome plug-in package?
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  • Here's what you do:

    Remove Nero and all of their products
    Install VLC (freeware)
    Play DVDs from VLC without having to pay anything.
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  • You can play DVDs in Windows Media Player so you don't even need VLC Player. Not sure what your point is.
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  • Using Windows Media Player. That's a good one.

    My point is that Nero are basically conartist taking advantage of people who aren't knowledgeable. I removed the crapware that came bundled with the DVD player and that solved everything.

    The fact that Nero is charging extra money to listen to audio from a DVD drive someone payed for is beyond disgusting. You people should be bloody ashamed for exploiting the ignorant like that. How dare you!

    Also, since I have no intention of coming back here, everyone at Nero can get fucked, the fucking baby rapists.
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  • Wonderful sentiments. :(

    You had an Essentials version and it's capabilities aren't nearly the same as a paid version. If you tried to burn a DVD using either mpeg-4, .mts or .m2ts files, it would fail.

    I also don't know what problem was solved by uninstalling it.

    Since I don't see anywhere that you sought help for the problem, I don't see how you can make your comments about the software or the company.
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  • I purchased Memorex Slim External DVD Writer 8x I purchased yesterday...had same issue....NO SOUND!!!! Googled to see if anyone else had same issues....was about to take it back to Staples...when I was reading and found the post above to uninstal the Kwik software that came with it and D/L VLC. I did...and voila...perfect picture and sound.
    I sincerely hope that Wither is NOT a CSR for Nero...because the CSR skills are definitely lacking.
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  • I had a look at www.staples.com and the Memorex Slim External DVD Writer is on sale for $27, included is FREE TRIAL software and afaik the equipment manufacturer decides what goes on the FREE software disc, so how can you expect a very basic version of a programme to do what the top of the range version can. Maybe you should complain to Memorex for them to supply their DVD Writer FREE as you seem to want something for nothing.
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