CCampbell -> RE: Nero Express hangs (10/23/2003 11:06:53 PM)
Originally posted by grol
Customer: CD installer for 18.104.22.168 OEM crashes. Windows Installer dies.
Support #1: Please install 22.214.171.124, and use your key.
Customer: But I don't have a key, as Nero was unable to install. It is the OEM version.
Support #1: What make cdrw is it?
Customer: LG 52x
Support #1: Here is an LG key for you.
Customer: Wrong key, Nero complains about drive not matching the key.
Fed up, customer finally installs Nero on someone elses pc, grabs the key from registry, uninstalls. In the meantime, Nero 126.96.36.199 is released. When trying to install Nero 188.8.131.52, finds that its no longer a demo version (as of this version) now that Nero 6 has been released. 184.108.40.206 update needs Nero to be installed already. Customer grumbles about being told to install something that won't install from clean system - an impossible scenario - well almost. Installing 220.127.116.11 and then upgrading to 18.104.22.168 works. However, Customer discovers bug with 22.214.171.124 and 126.96.36.199.
Customer: Nero 188.8.131.52 crashes, help.
Support #2: Use clean tool and install 184.108.40.206.
Customer: Done, however the problem occurs with both 220.127.116.11 and 18.104.22.168.
Support #2: Please use Info Tool and send file generated.
Customer: Please find attached the info file as requested.
Support #2: Please download Dependancy Walker, run with Nero and send resulting file for analysis.
Customer: Please find attached the Dependancy Walker file as requested.
Support #1: Please install 22.214.171.124
Customer: Huh? I have already done that. Support #2 wants to read my Dependancy Walker file.
Support #1: I am unable to read this file, please send it in plain text.
Customer: Huh? File is not plain text, and needs Dependancy Walker to view it. Please give file to Support #2 to analyse.
Support #1: So running Dependancy Walker did fix the problem?
Customer: Huh? Dependancy Walker generates a file for Support #2 to analyse. Please give file to Support #2.
Support #1: I don't know who Support #2 is, please install 126.96.36.199.
Customer: To anyone who can help: Here is the case history, please give file to Support #2. Don't ask me to install 188.8.131.52 as I already have.
Support #3: I am unable to find email for Support #2, please install 184.108.40.206.
Part of the problem you are having with our Tech's is that we have an office in the US, Germany, Korea, and China with a support team in each location. We have one centralized Email system, so all Emails go to one location, and then the Emails are distributed one at a time to the Tech's as needed. If the Tech responds to an Email, normally that Email will return to that Tech for future responses. However, if the Tech in question is off line for 24hrs, his 'Response Emails' will be assigned to the next available Tech. This way the customer normally works with the same Tech Rep, but at the same time if the Tech Rep is on Vacation or Sick leave, the customer is not left hanging till his or her return.
So, even though we try and avoid it, there are times when a customer can be dealing with more than one Tech Rep at a time. In some case this is good, as you can get a different view point. In others, such as in your case, this can cause confusion as these Tech's can not see who you have been dealing with, only the Email feedback. We are working to resolve this in our Email system.
But till we do, it's best to get the name of any Tech you are working with, this way you can request to have your issues forwarded to this tech so you can continue the trouble shooting process with the one tech who has the whole picture.
With that said, I have tried to duplicate your issue with 3 systems that have Widnows 98SE system. I pulled the Nero Info Tool info and the 'Dependency Walker data file' and used this to as closely as possible duplicate your system configuration. But in all instances, it works without errors.
The problem is, if we can not duplicate the issue, it makes it difficult for our Engineers to resolve. But I've created a bug report on this issue and we'll be looking into this issue deeper.
Sorry for the trouble you had with our Techs. We are in a Same to Next day response time, but still have to iron out a few issues with our New Email Distribution system.