Complete Failure of Corel Technical SupportThe attached transcripts show the complete and utter failure of CorelGraphics Suite X3 technical support. There seems to be a problemreading and understanding the English language.I have attempted to resolve this by email, and by talking with "theonly John in Technical Support" who says that he can't do anythingabout the failure of free technical support, but If I want to pay . ..I will send hard copies of this to Kevin Thornton, Senior VicePresident for Sales & Marketing, and to David C. Dobson, CEO sincethey do not seem to have any accessible email addresses.It's time to toss out Corel on all my systems and get AdobeIllustrator instead. In the meantime, it's also time for Corel to firesome of their incompetent technical support representatives.Jim WinerFirebird-JMW_REMOVE_@Comcast_DELETE_.netDear Jeremy,Please refer this matter to your supervisor. I feel that your answersare unresponsive as indicated below.>Response (Jeremy) 04/18/2008 01:42 AM>Dear Mr/ Ms WinerApparently you are unaware that "Jim" is a male name. Apparently youdid not grow up in the United States.>Please refer to this link for the error 1606>http://support.microsoft.com/kb/315352From my 4/17 answer:"Your suggestion that I try removing Corel Graphics Suite X3 manuallywith faqid=759671&p resulted in error 1606. Attempting to fix 1606according to the instructions in your KB article resulted in nothing."To recover, I had to reload my system from backups made on 4/12."I followed the instructions your web site suggested for error 1606 andit hosed my entire system. I recovered the system from backup. I nolonger have need of solving the 1606 problem and I stated it prettyclearly, but you seem to have missed it.>A file of that size will only bounce back because>our email system does not support big attachments.Here's what I sent. Compare that to what you responded:"I have the following files available if you tell me how to send themto you."Application Event Log.evt from before install to after fail"System Event Log.evt from before install to after fail"MSI6a3c.LOG MS Installer log"MSI42986.LOG MS Installer log"1306a3e.mst Corel data base"carm1.log Corel failure report"MSI6a3c.LOG MS Installer log is 11 MB. The others are short."How should I send them to you?"In short, I told you that one file was long, but that the others wereshort. These files might be useful, but instead of telling me how tosend them to you, you decided that because one file was too big, nonewere valuable? In particular, the CARM.LOG file gives completeinformation on what the program was doing at the time of failure andit is fairly short.>I noticed that you are using an Nvidia Video adapter.>Sometimes conflicts with this video card's drivers may>arise between the software.I mentioned to you on 4/16, Item 2b, that I have the latest availableNvidia drivers installed. Did you miss this?>Computers with dual core processors and newer nVidia GeForce Graphic >cards could conflict with certain versions of Corel Draw. The problem >lies with the video driver version that is currently installed.>>To resolve this problem download and install the latest driver offered >from nVidia. See the following nVidia web pages for more information >and to obtain the latest driver.<additional information from you telling me how to get the latestNvidia drivers omitted>>This solution was designed for Paint Shop Pro but may also>apply with Corel Draw.Paint Shop Pro X runs fine on this machine.>Please do not hesitate to contact us for any further questions.>>Kind regards,>>Jeremy>Corel Customer SupportPlease refer this matter to your supervisor. I feel that your answersare unresponsive as indicated above. If you reply unresponsivelyagain, I will find it necessary to post this discussion in everyavailable public forum, and will start sending copies to executives atCorel.Thank you.Jim Winer Response (Jeremy) 04/18/2008 01:42 AM Dear Mr/ Ms WinerThank you very much for your e-mail.Please refer to this link for the error 1606http://support.microsoft.com/kb/315352A file of that size will only bounce back because our email systemdoes not support big attachments.I noticed that you are using an Nvidia Video adapter.Sometimes conflicts with this video card's drivers may arise betweenthe software.Computers with dual core processors and newer nVidia GeForce Graphiccards could conflict with certain versions of Corel Draw. The problemlies with the video driver version that is currently installed.To resolve this problem download and install the latest driver offeredfrom nVidia. See the following nVidia web pages for more informationand to obtain the latest driver.Driver download and information - NOTE: Make sure to download the newdriver to your Windows Desktop (or location of your choice, makingsure that you know where to locate the downloaded file) before youremove the existing driver.Click the following link.http://www.nvidia.com/content/drivers/drivers.aspChoose Graphics Driver in the START HERE list.In the second list/box, choose your specific video card. For example,if you have a Geforce 6150LE, choose GeForce 6 Series. To determineyour specific video card model, open Display Properties from theControl Panel. Click On Settings tab. You will see the specific videocard model listed under the Display field.In the third list/box, choose the version of Windows you are using.Typically this will be the Windows XP/2000Click the Go! button.Click one of the download buttons to begin the download (PrimaryDownload Site should be fine). Make sure to choose to save the file.We recommend saving the file to your desktop.The Driver page will also have the following in the left pane, theseare of interest and should be viewed:Important! see Driver Installation Hints (Nvidias installinstructions).Products Supported (a list of supported video cards).At the bottom of this page click the Release Notes (vXX.XX) link fordetailed information on the latest driver.When updating video card drivers, uninstalling your current driversbefore installing new drivers is a critical step.Driver Un-installation instructions.Click the following link.http://www.nvidia.com/object/driver_installation_hints.htmlNOTE: in addition to Nvidia's supplied instructions from the abovelink, make sure you do the following:Download the new drivers installation file, saving it to your compuerbefore removing your existing driver. See the links below fordownloads. We recommend saving the driver to your computer Desktop (ora download location of your choice).In Add or Remove Programs NVIDIA Drivers will be listed. Left click onChange/Remove and the Remove NVIDIA Components window will appear.Choose to Remove only the following option.Place a checkmark in NVIDIA Display Driver (this will only remove thedisplay driver and not other drivers).After removing the existing driver, restart the computer.The Windows Hardware Wizard will install a generic windows driver torun your video card. After this your screen resolution will be set tothe default 800 x 600.Double click on the installation file you downloaded from Nvidia andchoose Run to install the latest software for your video card.This solution was designed for Paint Shop Pro but may also apply withCorel Draw.Please do not hesitate to contact us for any further questions.Kind regards,JeremyCorel Customer Support Customer (James Winer) 04/17/2008 08:15 PM Hello Jeremy,I have the following files available if you tell me how to send themto you.Application Event Log.evt from before install to after failSystem Event Log.evt from before install to after failMSI6a3c.LOG MS Installer logMSI42986.LOG MS Installer log1306a3e.mst Corel data basecarm1.log Corel failure reportMSI6a3c.LOG MS Installer log is 11 MB. The others are short.How should I send them to you?Thanks.Jim Winer Customer (James Winer) 04/17/2008 04:41 PM Hey Jeremy,Your suggestion that I try removing Corel Graphics Suite X3 manuallywith faqid=759671&p resulted in error 1606. Attempting to fix 1606according to the instructions in your KB article resulted in nothing.To recover, I had to reload my system from backups made on 4/12.So now I'm back to having CorelDRAW installed and it won't write to afile.Do you any other suggestions?If you will notice, I have already tried almost everything yourequested, and did it twice since you asked for it after I had alreadydone it, so I tried it again.It would be nice if you would review the information I have alreadyprovided before making another suggestion.If it would be any use, I can provide the MS Installer logs (I canuninstall and reinstall again to get them) since I have them turned on-- I just don't know how to make sense of any of the data.Thank you.Jim Winer Response (Jeremy) 04/16/2008 11:25 PM Dear Mr/ Ms WinerThank you very much for your e-mail.If the given solutions failed to correct the problem, try a cleanreinstall.Title: Manually Removing CorelDRAW® Graphics Suite X3 from SystemsRunning Windows® 2000 or XPURL:http://support.corel.com/scripts/rightnow.cfg/php.exe/enduser/std_adp.php?p_faqid=759671&p_created=001149780398Please do not hesitate to contact us for any further questions.Kind regards,JeremyCorel Customer Support Customer (James Winer) 04/16/2008 11:25 AM Thank you for your response.1. I have already tried resetting the workspace to factory default.This had no effect on the problem. (Damaged or Corrupt Workspace inCorelDRAW® Graphics Suite X3, faqid=758989&p)2. I have already tried the following: (Troubleshooting CorelDRAW®Stability and Performance Issues on Microsoft® Windows® 2000 or XP,faqid=753659&p)a. Logged in as administrator.b. Most current video drivers.c. Minimum number of fonts.d. Delete temporary files.e. Default printer = networked HP8150 worked fine on CorelDRAW fromthe old machine. Latest driver.f. Virtual memory: real memory is 4GB, virtual memory is 2GB.g. XP themes: running classic windows with all interface cycle wastersturned off.h. Other peripherals: all drivers latest version.i. All patches up to date.j. Scan for viruses: Latest version of Zone Alarm Security Suite saysno viruses or spy ware. Latest version of Spybot says no spy ware.k. Application workspace reset.l. Corel memory setting: 25% = 1GBm. Backup options: auton. Reinstall the application: doesn't help.o. File: Sequence is as follows: New, draw square, save, fails.I have searched both the Microsoft knowledge base and the Corelknowledge base. The only thing applicable is the problem with ISUP notregistering correctly. I get two warnings in Application Event Logwhenever I start a Corel product.Detection of product '{1A15507A-8551-4626-915D-3D5FA095CC1B}', feature'_ISUS', component '{ACD935F6-53F3-469B-842F-2CE17B80840C}' failed.The resource 'HKEY_CURRENT_USER\Software\Corel\AutoUpdate\{1A15507A-8551-4626-915D-3D5FA095CC1B}\Interval' does notexist.Detection of product '{1A15507A-8551-4626-915D-3D5FA095CC1B}', feature'_ISUS' failed during request for component'{D2D7B4BF-6CCA-11D5-8B3F-00105A9846E9}'I also get error 1642 from MsInstall indicating thatProduct: CorelDRAW Graphics Suite X3 - Update'{1C7E5871-8BCD-42D8-A0C2-B440A7AD7B63}' could not be installed. Errorcode 1642. Windows Installer can create logs to help troubleshootissues with installing software packages. Use the following link forinstructions on turning on logging support:http://go.microsoft.com/fwlink/?LinkId=23127I have not yet turned on the logs.Nothing interesting in any of the other Event Logs.Thank you.Jim Winer Response (Jeremy) 04/16/2008 02:36 AM Dear Mr/ Ms WinerThank you very much for your e-mail.Try to reset the workspace as it must have gotten corrupted.Title: Damaged or Corrupt Workspace in CorelDRAW® Graphics Suite X3URL:http://support.corel.com/scripts/rightnow.cfg/php.exe/enduser/std_adp.php?p_faqid=758989&p_created=001136833127Likewise, you might as well check this out.Title: Troubleshooting CorelDRAW® Stability and Performance Issues onMicrosoft® Windows® 2000 or XPURL:http://support.corel.com/scripts/rightnow.cfg/php.exe/enduser/std_adp.php?p_faqid=753659&p_created=001068163834Please do not hesitate to contact us for any further questions.Kind regards,JeremyCorel Customer Support Auto-Response (Jeremy) 04/16/2008 12:50 AM Title: 'Error 1304' or 'Error 1305' error message when you try toinstall your softwareLink:http://support.corel.com/scripts/rightnow.cfg/php.exe/enduser/std_adp.php?p_faqid=759260&p_created=1138746606Title: Why do I get a blank page when trying to activate a trialversion?Link:http://support.corel.com/scripts/rightnow.cfg/php.exe/enduser/std_adp.php?p_faqid=759509&p_created=1143063403Title: Release Notes For CorelDRAW Graphics Suite X3 Service Pack 2Link:http://support.corel.com/scripts/rightnow.cfg/php.exe/enduser/std_adp.php?p_faqid=760233&p_created=1169818542Title: Corel Graphics Suite X3 SP1 Full/Upgrade - Release NotesLink:http://support.corel.com/scripts/rightnow.cfg/php.exe/enduser/std_adp.php?p_faqid=759911&p_created=1152889172Title: Creating Transparent Bitmaps in CorelDRAW® and CorelPHOTO-PAINT®Link:http://support.corel.com/scripts/rightnow.cfg/php.exe/enduser/std_adp.php?p_faqid=756152&p_created=1084823419 Customer (James Winer) 04/16/2008 12:50 AM I have just upgraded from an 800 MHz PIII to a Quad Q6600 2.4 gHz, andfrom Win2K SP4 to WinXP SP2. geForce 8800GT graphics card.I reinstalled Corel X3 from the original CDs and did the onlineupdates. SP1 does not install. SP2 installs even though it saysit needs SP1 first. However, the problem happens immediately evenwhen no SPs are installed. (I've been through this more than once.)Some of the Corel KB articles say there are problems with multi-coreand nVidia graphics cards. All drivers and updates to XP have beenapplied.When I open Corel Draw X3, everything works until I attempt to save orexport. Then I get the Corel A.R.M. failure report thing and nooutput. (This happens with 10.00 as well as 10.02.)I've already tried to repair with the original CDs.I've made sure permissions are okay and files are not read-only (whenusing an existing .CDR file).1. New (blank page).2. Put a square on it.3. Save - CARM again.So makes no difference whether old files or new.I have also tried Photo-Paint and the same thing happens, so it lookslike a common dll may be missing.Paint Shop Pro (also Corel, formerly Jasc) works. fine.There does not seem to be a problem with any other program.Nvidia drivers are the latest available.All Microsoft updates to XP have been applied.I have already completely uninstalled and reinstall.I've done a lot more experimenting, and its only the two Corelapplications, CorelDRAW and Corel Photo-Paint that have the problem,and it's the same problem -- no write to a file -- causes a programexception with the all zeros data in the Application Event Log.I have some strange symptoms of file locking when moving or erasingfiles over a gigabyte or so, but I don't think it's related.I'll go back to the KB at corel.com and see if I can't think up someother way to search for an appropriate article. I finally found onethat told me the InstallShield Update Program doesn't registercorrectly so you get error messages in the Application Event Log everytime, but they don't hurt anything. (Just annoying.)TIAJim
Feel free to give Adobe technical support a whirl. When you get thoroughly frustrated there feel free to return to this forum.
Dan
REF: Terremoto's post
How is doing what you suggest going to get Corel to then become a responsible company, catering to ALL the needs of its customers? It's not like they don't have the billions of dollars to afford hiring and training english-speaking people who actually know the products!!!
They have been and are currently failing miserably. I've asked on every one of their various "user" forums that I could find about a specific, simple, technical issue, but have never once received a reply (in over a 2 month period)! Corel representatives NEVER EVEN VISIT OR REPLY ON THOSE FORUMS!!!
Are you suggesting that Corel should follow the lead of other companies that fail miserably with their pitiful support?
Years ago, Corel did much better than it has lately. It's not the same Corel company that I remember from years ago.
Here's a link to everybody who seems to be getting their salaries without producing adequate results.
http://www.corel.com/corel/pages/index.jsp?pgid=800269
dsignr said: REF: Terremoto's post How is doing what you suggest going to get Corel to then become a responsible company
How is doing what you suggest going to get Corel to then become a responsible company
It won't and he was wrong to suggest it. I too have had bad luck when I've had problems directly contacting corel, THANKFULLY This forum is the best tech support community I've ever found. I can't remember the last time we couldn't solve a problem.
Okay Mike, let's try this (again). I'll tell you my specific issue that prompted me to begin posting on Corel forums. After my many posts and the replies I've received, nobody yet has told me the answer I need to my question. It's a simple question, but seems to be avoided like the plague. I'm beginning to believe that Corel doesn't want to admit its failure to fix a certain problem with its software.
I could provide links to the posts I've made on the Corel Video Studio forum, but you may not want to spend the time reading them. There are many! So, I will simply post only 1 of my replies I made to someone on a Coredraw forum. In it, I was trying for the 3rd time to clarify to him my exact problem.
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Posted on Dec 4, 2012 Adobe Photoshop can create transparent TIF images that work within the RotoPen plugin effect. NO Corel software (yet) has been able to produce a TIF image that works the same way, with that same RotoPen plugin. Several other users of both Corel software AND Corel's Video Studio Pro X5 Ultimate with RotoPen have been unable to create a TIF image that works with RotoPen. I have never been talking about PNGS, GIFS & TIFS that work properly on web pages, over jpg graphics, or even on the "Overlay Tracks" within the Corel VS Pro X5 program. Of course, Corel software can create those xparent images just fine. I have talked and asked about ONLY TIF images for use with the RotoPen tool (which Corel sold to me!!!). That's the only issue. There's either something broken with Corel's products in regards to creating the same kind of TIF's that Adobe Photoshop can create, or else there's possibly an issue with the Corel "Color Management" system. I may not be using it correctly, and I cannot find information on how to use it correctly to duplicate what Photoshop creates. Nobody else who has tried has had any success doing it either. The RotoPen tool NEEDS xparent TIF's designed in some way that NO Corel product can do. It's that simple. It's that silly. Once again, that's why I'm here on another Corel forum. The nice folks on the Corel Video Studio forum haven't been able to solve the problem either. If Adobe Photoshop can (and does) create them, then why can't (or why doesn't) Corel Paint or Corel PaintShop Pro create them? Corel developers should know the answer, but I was hoping that some Corel users might also know the answer. Unless you have Corel's Video Studio Pro X5 (and the ProDAD RotoPen plugin), you will never be able to test for yourself to see what the issue is. But, there are MANY people who do have both. I've tried repeatedly to explain the exact problem. I hope this reply helps explain the issue a little better.
Adobe Photoshop can create transparent TIF images that work within the RotoPen plugin effect. NO Corel software (yet) has been able to produce a TIF image that works the same way, with that same RotoPen plugin. Several other users of both Corel software AND Corel's Video Studio Pro X5 Ultimate with RotoPen have been unable to create a TIF image that works with RotoPen.
I have never been talking about PNGS, GIFS & TIFS that work properly on web pages, over jpg graphics, or even on the "Overlay Tracks" within the Corel VS Pro X5 program. Of course, Corel software can create those xparent images just fine. I have talked and asked about ONLY TIF images for use with the RotoPen tool (which Corel sold to me!!!). That's the only issue. There's either something broken with Corel's products in regards to creating the same kind of TIF's that Adobe Photoshop can create, or else there's possibly an issue with the Corel "Color Management" system. I may not be using it correctly, and I cannot find information on how to use it correctly to duplicate what Photoshop creates. Nobody else who has tried has had any success doing it either. The RotoPen tool NEEDS xparent TIF's designed in some way that NO Corel product can do. It's that simple. It's that silly.
Once again, that's why I'm here on another Corel forum. The nice folks on the Corel Video Studio forum haven't been able to solve the problem either.
If Adobe Photoshop can (and does) create them, then why can't (or why doesn't) Corel Paint or Corel PaintShop Pro create them? Corel developers should know the answer, but I was hoping that some Corel users might also know the answer.
Unless you have Corel's Video Studio Pro X5 (and the ProDAD RotoPen plugin), you will never be able to test for yourself to see what the issue is. But, there are MANY people who do have both.
I've tried repeatedly to explain the exact problem. I hope this reply helps explain the issue a little better.
I have read that there are 50 'flavors' of TIF. Corel sold me (and God only knows how many other people) Corel Video Studio X5 PRO "Ultimate". I bought it mainly because of the ProDAD RotoPen tool. But, I was never informed beforehand that I couldn't create my own images (with any Corel software) to work with it. Obviously, I'm very upset about that, and also the fact that not one Corel DEVELOPER (not forum users) has supplied an answer. Corel forum users are volunteers, and many are extremely experienced, kind, and helpful. But, even they cannot get direct communication with Corel (the company)! We users DO NOT HAVE THE KNOWLEDGE THAT THE DEVELOPERS HAVE. And, they are noticeably absent. At least, they are on this subject.
You said:
I can't remember the last time we couldn't solve a problem.
dsignr said:Several other users of both Corel software AND Corel's Video Studio Pro X5 Ultimate with RotoPen have been unable to create a TIF image that works with RotoPen.
I have been using Sony Vegas Pro for video work here. I saw Video Studio Pro x5 on sale last week and I bought it to play with, I like it so far. I have both PS and PP here and I will play with this tiff thing this weekend.
Just to be clear you are saying you cannot produce a tiff in Photopaint that will work with the RotoPen? Your experience indicates only PS generated tiffs will work, correct?
Thanks,
Thank you, Bob, for replying!
The primary issue is that any TIF image created by any Corel product retains the rectangular background; it is NOT transparent, as it should be. Other VS X5 users have only been able to create TIFS that work merely because they have Adobe Photoshop... I can't afford it, and I shouldn't have to buy it since I believe Corel software "should" be able to do such a simple thing.
Please, let me know what you discover after you've tried out VS. I'm assuming that you bought the "Ultimate" version? If not, then you won't have the necessary ProDAD RotoPen plugin included.
Larry,
dsignr said: I'm assuming that you bought the "Ultimate" version
That is what the splash screen says. I see prodad under FX, center one. PS generates and supports alpha channel and layers in tif.
One question; is there a reason to use tif? A transparent background should be achievable with a few image formats with the knock out in the plug in and not the image as transparency works based on color. Perhaps this is a requirement of the plug in? Video is different than the web. I have not spent much time with this program, just got it. I will get into it this weekend and let you know what I see. I have been doing video for many years in Vegas Pro.
Bob, the reason I'm asking specifically about creating fully-transparent TIF's that work with the RotoPen tool (creating custom images for use with it) is only because TIF images are what the default few samples are created as. They are TIF's. So, I am not asking about PNG's or anything else. I'm trying to keep it simple. If they (Adobe) provide TIF's that work, then I want to know how I can create my own workable ones with Corel software. The few they offer (only 10 or 12) with the plugin are so limited in use (mostly for simple icons for routes on maps, etc.), that I want to add more variety to any videos I create.
Since Corel didn't provide any support (or even a mention of ProDAD or RotoPen!) for that tool in its "Help" file, you'll have to experiment or else visit the Corel Video Studio forum. I'll be happy to help you any way I can, even by e-mail, if you want.
dsignr said:(or even a mention of ProDAD or RotoPen!)
That is why I asked, no docs. on this plug in. I am going to play with tifs and see what happens. I am also thinking there are better image formats for video than tif but I guess that is another subject. Lets see what I can do with tifs here. I will keep you posted here so if I find anything everyone can see it.
So far Prodad is here http://www.prodad.com/home/products/videoeffects/300445178,l-us.xhtml
Where does the tif come in? I must be missing something.
Background made in CorelDraw and exported to tif.
Bob, I think you are confused. First of all, the link you offered was to ProDAD (the company), but it wasn't specifically to the RotoPen tool. I doubt you'll find it, since they do not support it-- even though Corel took our money for that product! The German company ProDAD offers only their HeroGlyph Route plugin, which RotoPen was apparently derived from and is no longer their product. Corel sold that defunct, out-of-date product to us just to make money. Corel doesn't support it; and neither does the parent company! What a RipOff! It's confusing. Furthermore, those people at prodad.com have NEVER replied to me, or anyone else that I know of. I've written to them, but never received a reply.
Bob, I think you are looking at the VitaScene plugin... not the RotoPen plugin.
In reply to your question about why TIF, here's the link to where the tif images are located on my hard disk drive installation (the ones RotoPen uses). They are all TIF's. Note: I am using Windows 7 Professional 64-bit, so my path may be different than yours if you are not using the same OS.
C:\Program Files (x86)\proDAD\HeroglyphRoute-4.0\clipart\cp2\image
Highlight any one of them, right-click and then select Properties. You should see that it tells you that those TIF images were created with Adobe Photoshop.
I tried to attach a screenshot, but this forum is way too limited in what it allows. My 1920x1080 capture isn't accepted!! Geeesh! Yet, I can attach the same file on other Corel forums. Weird?
Let me know, Bob, if I haven't provided the information you are seeking.