Unable to get help from support

**MikeM** · 07 May 2009, 05:42 PM

I have emailed about a problem of the program failing 3 times and my having to re-install and re-activate and got an auto response with a ticket number.
since then I have got back to support 3 or 4 times without result.
Does anybody know why I cant get an explanation from support?
For info, I have not added or changed hardware or done anything I shouldn't.
3 times now I ghave received the message that something is wrong and I need to reinstall! Am i alone with this problem and can anybody help please. waiting nearly a week now. I am sure I must be doing something wrong but dont know what.
Thanks in advance

**Soquili** · 07 May 2009, 06:41 PM

Hello Mike,

Did you disable your antivirus, anti-spyware, anti-adware, etc program(s) before trying to install?

Some people have reported problems with some versions of those security programs.

If you have gotten a notice that your activations have been extended you should be able to uninstall. Reboot. Disable your security software after disconnecting from the internet. Reinstall. Reboot and reactivate your security software if it did not do so automatically during the reboot.

**pauland** · 07 May 2009, 06:57 PM

It's not good that you don't get a response, but it might be an idea to get a screengrab of the error and post it here, in case we can recognise the problem.

Paul

**Scotty** · 07 May 2009, 07:20 PM

Hi Mike,
sometimes when I have had a problem and submitted a qeary, the response is posted on the support forum on the Xara home page as well as being e-mailed to you. Maybe your antiSpam/Virus picked up the response in your person e-mail.
Go to Xara Suppert and look for your submission or ticket #.
Jim

**jinker** · 07 May 2009, 08:51 PM

Hi Mike
I had a similar or the same problem with an error message telling me something was wrong and I had to re-install the programme. I did this 3 times and each time the error returned.
However, I contacted the support people and they replied within a day or so and extended my activation number.
Also, after following advice on this forum I ran a defrag programme as it was thought the swap file might have a problem. Since then I've had no more problems.
Give that a try.

Jinker

**MikeM** · 08 May 2009, 02:54 PM

Originally Posted by Soquili

Hello Mike,

Did you disable your antivirus, anti-spyware, anti-adware, etc program(s) before trying to install?

Some people have reported problems with some versions of those security programs.

If you have gotten a notice that your activations have been extended you should be able to uninstall. Reboot. Disable your security software after disconnecting from the internet. Reinstall. Reboot and reactivate your security software if it did not do so automatically during the reboot.

Thanks for the reply Bill and others.

I did not disable anything!

by sheer coincidence I got a response from Support:-)

They have increased the number of activations and I have now reinstalled and it is running good.

If/when it happens again I will follow your advice Fully.
This is a great piece of software, I am hooked