Software will not install

Michael-Fraidenburg wrote on 6/14/2021, 4:05 PM

My copy of Xara Designer Pro X10 stopped working. I received an error message that installation files may be corrupt with a recommendation to re-install the software. I un-installed the product then re-installed it with a download from the site. That did not fix the problem. I continue to receive the same error message. How do I get X10 running again?

Comments

SP. wrote on 6/14/2021, 4:49 PM

@Michael-Fraidenburg Are you using Windows 10? Could it be caused by a recent Windows 10 update that broke the program?

Michael-Fraidenburg wrote on 6/14/2021, 6:49 PM

Hi SP - I am using Windows 10, but it has not updated lately. If an update is the issue, any ideas on how to reolve?

Michael-Fraidenburg wrote on 6/14/2021, 6:50 PM

Anyone - How on Earth do I contact Xara Support - can't find it on their website. Frustrated!

emmrecs wrote on 6/15/2021, 4:18 AM

@Michael-Fraidenburg

Use this page to create a Support Ticket.

HTH

Jeff
Forum Moderator

johnebaker wrote on 6/15/2021, 11:52 AM

@Michael-Fraidenburg

In addition to @emmrecs comment, I would advise you to read this guide on navigating the Support system.

John EB
Forum Moderator

jonstrong wrote on 6/17/2021, 10:12 AM

I'm concerned that it's been 2 days since any activity on this thread, and still no response from Magix. I posted my own description of what is probably the same problem as a new thread. Hoping to hear back soon.

EDITED a few mins later: I just also submitted a support ticket. Disappointed to see that they estimate a 2 to 4 day turnaround for support. That's pretty atrocious. Hoping to hear back sooner.

Michael-Fraidenburg wrote on 6/19/2021, 5:40 PM

Working on it today and tomorrow. Will write when done. Thanks for the advice.

Michael-Fraidenburg wrote on 6/19/2021, 6:16 PM

Reinstalled both 64 bit (my machine) and 32 bit but did not resolve the problem. I'll next complain to support .. Thanks emmrecs for the link. If I fix it, I'll let you all know. In the meantime, if you have more brilliance to share. please send it my way.

Michael-Fraidenburg wrote on 6/19/2021, 7:00 PM

Well, I never! their Support Page is not accepting requests!

browj2 wrote on 6/19/2021, 9:10 PM

@Michael-Fraidenburg

Hi,

You get support for 1 year. Your version is quite old and is no longer supported.

jonstrong wrote on 6/19/2021, 9:35 PM

Whether or not that's the case with Michael's license, mine is current -- fully registered, current version, and I'm having the exact same issue.

Michael-Fraidenburg wrote on 6/20/2021, 7:10 AM

Thanks jonstrong. Still, it is curious that Support is not supporting!

SP. wrote on 6/20/2021, 9:31 AM

@Michael-Fraidenburg @jonstrong What is the exact error message you are getting?

Are you using Windows 10 Pro? You can then try to open a Windows Sandbox and try to install Xara inside. This is a completely clean environment. If this will work then something in your Windows 10 installation is broken.

https://docs.microsoft.com/en-us/windows/security/threat-protection/windows-sandbox/windows-sandbox-overview

Michael-Fraidenburg wrote on 6/20/2021, 12:09 PM

Exact error message is:

"The program could not be started. The installation folder may be damaged.

Reinstalling the program could remedy the problem.
Please contact support if this error occurs again.

Error code:-1"

I have reinstalled, trying both 64 bit (my computer's specification) and 2 bit - did not work.

I have followed all the remedies the Support folks recommend for Error code:1- - did not work.

I am using Windows 10, version 21H1, and it is up to date.

I'm stumped.

johnebaker wrote on 6/20/2021, 12:15 PM

@Michael-Fraidenburg

. . . . Still, it is curious that Support is not supporting! . . . .

The program is 7 years old, was certified to run on Windows 8 and earlier versions, and has been superseded by 5 newer versions.

It is common practice that software has a defined support cycle, for many manufacturers it drops out of support once it has been superseded by 2 newer versions, further support would be uneconomical, especially when there is also definitive change in the OS which renders many old programs obsolete as Windows 10 did.

Upgrading to Windows 10 21H1 most likely rendered the program unusable due to new security features.

John EB
Forum Moderator