Ashampoo Burning Studio 14

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Ashampoo Burning Studio 14
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grodgers42
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February 22, 2014 - 9:13 am
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Hi Jim
Have been using Ashampoo B S for sometime now and found it a very reliable program and one I've come to like.
Lately I've begun to have a problem with it and Ashampoo themselves are very slow to respond to requests for help.
Having received help in the past from your good self I thought a forum entry might be the answer. For some weird reason the program will just not start (I've the most recent edition). All that happens is that the first small rectangular icon
containing the name of Ashampoo appears for a few seconds with the indication of a spinning "wheel" appearing for a few more seconds and then disappears and that's it! Any ideas as to what might be causing this problem as all the rest of my
programs appear to be working. I've uninstalled and reinstalled the program but that didn't help either. Am at a loss!!
Kind regards
Rev Gerald

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Jim Hillier
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February 27, 2014 - 7:47 pm
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Apologies for the tardy reply, I've been away on a break (well earned I might add Smile)

This is a tough one, really difficult to diagnose without any hands on. You've already tried what most would advise, i.e. uninstall and re-install, but that hasn't worked so it's difficult to know where to go next. It certainly sounds symptomatic of a corrupt installation.

When you run the program, even though it appears nothing is happening, is there any entry for "burningstudio" under Processes in Task Manager (see screenshot)?

https://davescomputertips.com/wp-content/sp-resources/forum-image-uploads/jim-hillier/2014/02/abs-process.pngImage Enlarger

Cheers... Jim

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grodgers42
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March 1, 2014 - 5:41 am
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Hi Jim
Hope you had that well earned rest!!
Thanks for reply. I tried your suggestion
re windows task manager. When I start the
program there is an entry but it only appears
for a few seconds and then disappears.
Don't know what that means!!
Kind regards
Rev Gerald

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Jim Hillier
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March 1, 2014 - 5:37 pm
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Okay, thanks. It means the program is executing okay but for some reason is almost immediately closing down. Sounds like maybe a link to an associated executable or DLL, or some other dependency is missing or corrupt.

Seeing how you have already tried uninstalling and re-installing, I really don't know what else to suggest. Assuming you are using the desktop shortcut to run the program, have you tried running the executable directly from within the program's folder:

Go to Start>Computer>C Drive>Program Files [or Program Files (x86) if your system is 64-bit]
Open the Ashampoo Burning Studio folder and look for "burningstudio14.exe", then double click on that executable.

Unfortunately, my contact at Ashampoo is with the PR team and not part of support. However, if you cannot get any satisfaction through Ashampoo Support, get back to me and I'll see what I can do.

Cheers... Jim

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grodgers42
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March 4, 2014 - 10:47 am
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Hi Jim
Thanks for reply. Yes I've tried running the program from within the program but makes no difference. I've been in touch with Ashampoo but as I said before they are not very helpful. Several times they've just said there is a program on my system blocking BS14 from starting and there's not much they can do until I find out which program it is. They sent me a debugger but when I try to use it windows blocks it as an unsafe program even though I have turned off security and antivirus etc on my machine. This is the first program that has given me such a great amount of bother. I don't know whether this helps or not.
Kind regards
Gerald

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Jim Hillier
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March 4, 2014 - 5:59 pm
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Okay Gerald, let's take a look at programs you have installed after BS14.

If you go to Control Panel>Programs and Features and click on the on the "Installed On" column header, it will sort the list by installation dates in chronological order. See what programs you have installed AFTER BS14. Especially around the time this issue first appeared.

Also; can you please provide a list of ALL security software you have running.

Cheers... Jim

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grodgers42
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March 6, 2014 - 7:48 am
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Hi Jim
Thanks for reply. Since my last post I received an email from Ashampoo.
It had an attachment with a program called Debugview. They told me to
run it and then trying restarting BS14 and then send in the report file.
I ran the file but it seems to be going on forever and ever and I was
wondering (since I have never used such a file before) if its debugging
the whole machine. It has been churning out a report from 3.00p.m.
and it is still going at 7.30p.m. I have sent off an email to them to see
if this is in order as no instructions came with it. (All that was said was
to run it which I am doing!!). Will keep you posted unless you have some
thoughts on this development.
Kind regards
Rev Gerald

PS Followed your instructions and BS14 was the last program installed. I have AVG, Malwarebytes and Windows firewall on my machine.

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Jim Hillier
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March 6, 2014 - 3:44 pm
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Ashampoo didn't send any instructions?? Unbelievable!!

I am far from expert in debugging but you should only need to run DebugView while replicating the problem and that should be it.

Here's a guide on how to use DebugView: http://www.sophos.com/en-us/support/knowledgebase/119577.aspx

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grodgers42
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March 18, 2014 - 4:48 am
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Hi Jim
Sorry for not getting back to you. Still not able to run the program.
Sent log files etc back to Ashampoo nearly two weeks ago now and
have just been told to be patient while their tech staff work on the
problem. Thanks for your help so far and trust you are keeping well.
On another subject I have a problem with Microsoft over my Hotmail.co.uk
account. My password failed to work and so I reset it but the new one
doesn't work even though the process I went through was confirmed as
a successful sign-in by Microsoft. Any ideas what the problem might be?
Kind regards
Rev Gerald

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Jim Hillier
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March 18, 2014 - 6:22 pm
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Unfortunately Gerald, it sounds as though your Hotmail account may have been hacked.

Read here: http://www.emailquestions.com/hotmail/330-recover-lost-hotmail-password-regain-control-hacked-account.html

And here: http://www.wikihow.com/Fix-Your-Hacked-Hotmail-Account

If your machine is infected, this may also be associated with your BS14 issue. I suggest you scan the machine asap using Malwarebytes Anti-Malware. I see you already have Malwarebytes installed on your machine. Make sure the definitions are up-to-date and then run a FULL scan.

Cheers... Jim

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grodgers42
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March 27, 2014 - 11:47 am
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Hi Jim
Thanks for reply. I ran Malwarebytes as you suggested but everything seems to be in order. Ashampoo is working in fits and starts now and not every time I try to access it. With regards to email (Hotmail) I have got it up and running but I can't send emails although I can receive them OK. The error message that comes back says that password/username not accepted and yet when I go back through the settings - password and username - everything seems to be in order. Now I'm kinda stumped as they say.
Kind regards
Gerald

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