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Help [WIP]

Posted: Mon, 4th Aug 2008, 8:59pm

Post 1 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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HOW DO I TALK TO A PERSON .
I JUST PURCHASED A DOWNLOAD THATS NOT WORKING I WANT MY MONEY BACK
Posted: Mon, 4th Aug 2008, 9:24pm

Post 2 of 38

Axeman

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SuperUser

Wow, that's quite the panic attack. Have you considered trying to figure out what may have went wrong that is preventing the software from working for you? I happen to know that the software works great, from experience, as well as from many many satisfied users in this community. If you would be willing to let us help you out, rather than freaking out right off the bat, we can probably get it working for you in short order. We will just need to know what the problem you are having is. The more detail you can provide, the quicker we should be able to identify the exact problem and provide a solution.

As far as talking to a person, someone from the company can usually be found in the chat during their business hours, which are from 9-5 Norwich time. Otherwise, you can send an email detailing your problem to team@fxhome.com and await a response.
Posted: Tue, 5th Aug 2008, 1:39am

Post 3 of 38

TubeTape

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Hello,

If you bought it from TubeTape.com you can reach us at (916) 941-8823 7:00am to 5:00pm PST. We are in the U.S. so make sure to dial the correct country code information if calling from outside the U.S.

We are also happy to help out folks who bought from FXhome directly.

However we suggest reading the install instructions very carefully. They can be found at the following url.

http://fxhome.com/photokey/install-help

Usually a step or two is just misdone. Hope that helps.
Posted: Tue, 5th Aug 2008, 2:50am

Post 4 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

PhotoKey 2 Pro User

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this is what the error keeps saying when i try to run the program

c:\programfiles\fxhomephotokeybatchdemo\photokeybatch.exe

the application has failed to strat due to side to side configuration is incorrect.


the funny thing i thought i was purchasing it from tubetape nad i dont know how i ended up on fxhome's website.

i need help. i have a deadline.
Posted: Tue, 5th Aug 2008, 2:57am

Post 5 of 38

Axeman

Force: 17995 | Joined: 20th Jan 2002 | Posts: 6124

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SuperUser

Tubetape is just a distributor. FXhome is the company that makes and supports the software.

Did you go through that link that Tubetape provided, and make sure you did each step correctly? We'll try get you up and running as soon as possible.
Posted: Tue, 5th Aug 2008, 3:02am

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Hendo

Force: 13107 | Joined: 16th Sep 2004 | Posts: 848

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FXhome Team Member

Which version of Windows are you using?
Posted: Tue, 5th Aug 2008, 3:06am

Post 7 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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vista
Posted: Tue, 5th Aug 2008, 3:08am

Post 8 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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i believe i did every step carefully. i couldnt even load he demo, that should have been a sign..
Posted: Tue, 5th Aug 2008, 3:15am

Post 9 of 38

Hendo

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FXhome Team Member

Do you still have the demo version installed, along with the full version?

Can you uninstall both and then just re-install the full version please?

Also are you on Vista 32-bit or 64-bit?
Posted: Tue, 5th Aug 2008, 7:58am

Post 10 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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ive done that ive uninstalled both and reinstalled several several times and still nothing. ive gone as far as even downloading mozila. i dont know what vista i have how can i find out.
do u work for the company hendo?
Posted: Tue, 5th Aug 2008, 8:25am

Post 11 of 38

malone

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FXhome Team Member

Everyone with this red icon next to their name works for FXhome.

To find your computer details

1. Click the Windows Logo in the bottom left to open the start menu
2. Click where it says "Computer"
3. Click "System Properties" in the menubar

Please tell us everything it says in the "Windows edition" section and everything it says in the "System" section. Thanks
Posted: Tue, 5th Aug 2008, 8:43am

Post 12 of 38

FXhomer49420

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ITS A 32BIT
Posted: Tue, 5th Aug 2008, 8:45am

Post 13 of 38

malone

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FXhomer49420 wrote:

ITS A 32BIT
Is that everything it says in the "Windows edition" section and everything it says in the "System" section?
Posted: Tue, 5th Aug 2008, 8:48am

Post 14 of 38

FXhomer49420

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WINDOWS VISTA HOME PREMIUM
INTELL PROCESSOR
32 BIT OPERATING SYTSEM
Posted: Tue, 5th Aug 2008, 8:53am

Post 15 of 38

malone

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FXhome Team Member

Have you installed all the Vista updates? You can check by

1. Clicking the Windows logo
2. Click where it says "Control Panel"
3. Click where it says "Check for updates" (under security)

You should see a green shield that says "Windows is up to date" next to it. If it says anything else can you make sure you install the important updates.
Posted: Tue, 5th Aug 2008, 8:56am

Post 16 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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Gold Member

copyright 2006 I'm not sure what else you're looking for. Yes I have. This is not working its becoming a headache. How can I receive a refund of my money. I don't have the time for this. I'd rather speak to someone. I'm very dissatisfied and upset I don't have money and time to throw away.
Posted: Tue, 5th Aug 2008, 8:56am

Post 17 of 38

Xcession

Force: 42802 | Joined: 21st Mar 2001 | Posts: 1964

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Whenever you receive errors on a computer, its usually sensible to google the error and see if people are talking about it.

In this "side-by side configuration" example, the error is with Windows Vista and is well documented on google. It effects a huge variety of software so this will not be the only time you get it, until you fix your computer. It has nothing to do with any FXhome products specifically.

Once you have ensured your computer is fully up to date with all its windows updates, you should try this link below, which explains how to fix side-by-side errors:

http://www.fixya.com/support/t496839-side_side_configuration
Posted: Tue, 5th Aug 2008, 9:04am

Post 18 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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GOOGLING ERRORS IS TIME CONSUMING AND I DONT UNDERSTAND THE LANGUAGE AND IT FUSTRATES ME MORE.I DONT THINK I SHOULD HAVE TO GOOGLE SOMETHING WHEN I JUST PURCHASED IT, THE COMPANY SUPPORT SYSTEM SHOULD BE ABLE TO RECTIFY MY PROBLEM OR GIVE ME A RETURN. I AM UNABLE TO USE THIS PRODUCT THAT I JUST SPENT 249$ FOR. THEREFORE I DONT MEAN TO SOUND HARSH BUT ITS VERY FRUSTRATING AND I WAS LOOKING FORWARD TO USING THIS PRODUCT AND I CAN AND IM ALSO FEELING IM GOING TO GET JIPPED OUT MY MONEY BECAUSE I CAN NOT SPEAK TO ANYONE.
Posted: Tue, 5th Aug 2008, 9:06am

Post 19 of 38

Xcession

Force: 42802 | Joined: 21st Mar 2001 | Posts: 1964

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We are the company support sytem - this is after all the Photokey support forum - and we are explaining how to rectify your problems.

Whether you just purchased something is immaterial: There is a fault with your computer. Your recent software purchase has merely highlighted it, but not caused it. I can guarantee you 100% that you will experience this error again from other software if you do not patch your system.

Windows Vista updates is about the simplest system on the planet to use. You click a button, it scans for updates, it says "do you want to install them?" you click "yes" and wham...it installs them.

Please stop posting in capital letters, it sounds like you're shouting which on the internet seems rather impolite. We're trying our best to help you - I just spent 15 minutes google around for solutions to your problem - so a little flexibility on your side would be appreciated.

Last edited Tue, 5th Aug 2008, 9:08am; edited 2 times in total.

Posted: Tue, 5th Aug 2008, 9:06am

Post 20 of 38

Simon K Jones

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FXhome Team Member

FXhomer49420 wrote:

IM ALSO FEELING IM GOING TO GET JIPPED OUT MY MONEY BECAUSE I CAN NOT SPEAK TO ANYONE.
Nobody is going to get 'jipped'. You're speaking to people now, including people from FXhome.

THE COMPANY SUPPORT SYSTEM SHOULD BE ABLE TO RECTIFY MY PROBLEM OR GIVE ME A RETURN
That's exactly why we're asking these questions - it's impossible to rectify a problem without gathering some information. Once we've done that we can identify and hopefully resolve the issue. If the issue is not resolved, we can then provide a refund.
Posted: Tue, 5th Aug 2008, 9:07am

Post 21 of 38

JackPot

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Hi,

I am one of the developers. We are discussing your problem between us at FXhome, please be patient we will try to help you as fast as we can.

smile

Jack
Posted: Tue, 5th Aug 2008, 9:12am

Post 22 of 38

Hendo

Force: 13107 | Joined: 16th Sep 2004 | Posts: 848

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FXhome Team Member

Can you download and install this file please?

After it finishes installing, if it doesn't ask you to reboot, restart your PC anyway.

Then try running PhotoKey Batch and let us know what happens.

(PS, to answer your previous question, yes I work for FXhome.)
Posted: Tue, 5th Aug 2008, 9:25am

Post 23 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

PhotoKey 2 Pro User

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give me a few im downloading and then ill restart
Posted: Tue, 5th Aug 2008, 9:29am

Post 24 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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errror 1317:error has occured while attempting to create he directory c:program files\common files\microsoftshared\vc.
is was im recieving

Last edited Tue, 5th Aug 2008, 9:37am; edited 1 times in total.

Posted: Tue, 5th Aug 2008, 9:31am

Post 25 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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error code 2330
Posted: Tue, 5th Aug 2008, 9:40am

Post 26 of 38

Hendo

Force: 13107 | Joined: 16th Sep 2004 | Posts: 848

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FXhome Team Member

Thanks for doing that.

That program has created a log file containing some error information. Can you retrieve it from the following location and email it to support@fxhome.com please?

C:\Users\<Your Name>\AppData\Local\Temp\vcredist_x86.log

It may be 1 MB in size, or possibly higher.

But it'll contain useful info that will hopefully help us see what the problem is.
Posted: Tue, 5th Aug 2008, 9:45am

Post 27 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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system can not find the path specified
Posted: Tue, 5th Aug 2008, 9:48am

Post 28 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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what can i do i need to get ready and go to work now.what are my options nothing seems to be working: sad
Posted: Tue, 5th Aug 2008, 9:49am

Post 29 of 38

Hendo

Force: 13107 | Joined: 16th Sep 2004 | Posts: 848

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FXhome Team Member

FXhomer49420 wrote:

system can not find the path specified
Sorry if I wasn't clear, but did you replace the "<Your Name>" part with your currently logged-on user account name?

C:\Users\<Your Name>\AppData\Local\Temp\vcredist_x86.log

Try browsing the folders directly and when you reach the "Temp" folder, see if that file exists in there. If you don't have some/all of the directories in that path, please let us know how far down that directory path you can get.
Posted: Tue, 5th Aug 2008, 9:56am

Post 30 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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how do i browse looking for the temps. ive seen it before but dont know how to get there
Posted: Tue, 5th Aug 2008, 9:57am

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Xcession

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Start -> My computer -> C: -> etc etc.
Posted: Tue, 5th Aug 2008, 10:07am

Post 32 of 38

Hendo

Force: 13107 | Joined: 16th Sep 2004 | Posts: 848

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FXhome Team Member

Also, you'll have to make sure hidden files & folders are visible, otherwise you won't be able to find the "AppData" folder..

Please do the following:

1. From an Explorer window, click the 'Tools' menu, and then 'Folder Options'.

2. Click the 'View' tab.

3. Scroll down until you see the 'Show hidden file and folders' option and make sure it is ticked.

4. Click 'OK' to close the window.
Posted: Tue, 5th Aug 2008, 10:07am

Post 33 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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IM IN A TEMP FOLDER I DONT REALLY KNOW WHAT U NEED And i m not sure im in the right place.or if im in the right place how to send u all this stuff. ill try to get on during the day but i have to sign off to go to work, i hope that i can get this resolved.
Posted: Tue, 5th Aug 2008, 2:15pm

Post 34 of 38

TubeTape

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FXhomer49420 Sorry to hear all the problems that you are having. FXhome developers are working on it and you are in the best care possible right now.

We will be giving you a full refund and you may keep the program for free. However, it would be greatly appreciated if you could continue to work with the FXhome team on the problem. They nor we have seen anything like this yet. We also appreciate your patience and understand your on a tight timeline.

We are a reseller and FXhome is the developer. As you can see they are mobilizing quickly to try to isolate the problem and are the best ones to help you.

We need you to forward us a copy of your purchase receipt and reference your FXhomer49420 name so we know it's you. Please send the information to info@tubetape.com

TubeTape
Posted: Wed, 6th Aug 2008, 12:43am

Post 35 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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ok i will email it
Posted: Wed, 6th Aug 2008, 12:49am

Post 36 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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THANK YOU
Posted: Wed, 6th Aug 2008, 2:52am

Post 37 of 38

FXhomer49420

Force: 400 | Joined: 4th Aug 2008 | Posts: 19

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I GUESS SINCE I GOT IT THROUGH FXHOME I WONT BE GETTING A REFUND NOW,
Posted: Wed, 6th Aug 2008, 10:18am

Post 38 of 38

malone

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FXhome Team Member

We are more than happy to issue you a refund. However we still really need to get a copy of those error logs from you. I have sent you an email with more details. Please check your inbox. Thanks