Encina Software Support

Please review commonly asked questions and answers here.

Common Support Questions

  1. How do I install the software on a Windows Vista computer if I receive error 1720 or 2738?
  2. How do I install the software if I receive "error 1611: unable to extract the file. This installation package could not be opened. Contact the application vendor to verify that this is a valid windows installer package."?
  3. How do I install the software on an XP computer if I receive "error 1720. There is a problem with this Windows Installer package. A script required for this install to compete could not be run."?
  4. How do I install the software when I receive the following message "Microsoft has encountered a problem and must close."?
  5. What do I do if after installation I see a big blank white box with Encina Software on the top line, and the words File and Help in the upper left corner?
  6. What do I do if the Select drive pull down box is empty and nothing shows when clicking on the drop down arrow next to the disc drive box?
  7. What do I do if after inserting a blank CD or DVD disc the Make Disc button on the screen does not work when clicked?
  8. How do I make a copy of a CD or DVD?
  9. Why can't I copy a commercial DVD?
  10. Why can’t I copy my home DVD and have it play in my home DVD player?
  11. How do I copy music to a CD so that it will play on my CD deck?
  12. What do I do if my XP system does not appear to recognize a CD?
  13. What do I do if my system does not appear to recognize any DVDs?
  14. What do I do if I receive error messages from iTunes when I try to burn a CD through iTunes?
  15. What do I do if I do not see a solution to my problem?

Support Answers

  1. How do I install the software on a Windows Vista computer if I receive error 1720 or 2738?
    Turn User Account Control off before trying to do the installation. You can do this using the following detailed instructions:
    1. Disable the UAC. To do this, follow these steps:
      1. Click Start, click Control Panel, click User Accounts and Family Safety, and then click User Accounts. Alternatively, if you are connected to a network domain, click User Accounts, and then click User Accounts.
      2. Click Turn User Account Control on or off. If you are prompted for an administrator password, type the administrator username and password, and then click OK. If you are prompted for confirmation, click Continue.
      3. Click to clear the Use User Account Control (UAC) to help protect your computer check box, and then click OK.
      4. Restart the computer.
    2. Rerun the Encina Software installation.
    3. Enable the UAC. To do this, follow steps 1a and 1b, click to select the Use User Account Control (UAC) to help protect your computer check box, click OK, and then restart the computer.
  2. How do I install the software if I receive "error 1611: unable to extract the file. This installation package could not be opened. Contact the application vendor to verify that this is a valid windows installer package."?
    The most likely reason for the installation package not to open is a bad CD. Use the following alternate method to perform the installation: Net framework 3.5 SP1 is required before you can install the Encina Software. Please go to the following Microsoft web page and download and install the .Net framework from there. http://www.microsoft.com/downloads/details.aspx?FamilyID=AB99342F-5D1A-413D-8319-81DA479AB0D7&displaylang=en#Requirements If this installation fails, follow the instructions provided by Microsoft. Please make sure that the Windows Update service is turned on and that you have brought your computer fully up to date before trying to install it again. Your computer’s operating system should be at Windows XP SP3 or Vista SP1. After installing the .Net Framework go to the following site to complete the installation of Encina Software DiscMaker. http://www.encinasoftware.com/downloads/MediaSuite/Burner/
  3. How do I install the software on an XP computer if I receive "error 1720. There is a problem with this Windows Installer package. A script required for this install to compete could not be run."?
    Follow the instructions for the prior question. If this does not resolve the problem there may be a problem with Windows Installer, a Microsoft service running on your computer. As a suggestion, please read the information at the following website for possible solutions to this problem. http://www.out-of-warranty.com/windows-installer-error-1720-1722
  4. How do I install the software when I receive the following message "Microsoft has encountered a problem and must close."?
    The installation failed during the installation of Net framework 3.5 SP1 which is required before you can install the Encina Software. Please go to the following Microsoft web page and download and install the .Net framework from there. http://www.microsoft.com/downloads/details.aspx?FamilyID=AB99342F-5D1A-413D-8319-81DA479AB0D7&displaylang=en#Requirements If this installation fails, follow the instructions provided by Microsoft. Please make sure that the Windows Update service is turned on and that you have brought your computer fully up to date before trying to install it again. Your computer’s operating system should be at Windows XP SP3 or Vista SP1. After installing the .Net Framework rerun the Encina installation CD.
  5. What do I do if after installation I see a big blank white box with Encina Software on the top line, and the words File and Help in the upper left corner?
    Please go to the following Microsoft web page and download and install the .Net framework 3.5 SP1. http://www.microsoft.com/downloads/details.aspx?FamilyID=AB99342F-5D1A-413D-8319-81DA479AB0D7&displaylang=en#Requirements If this installation fails, follow the instructions provided by Microsoft. Please make sure that the Windows Update service is turned on and that you have brought your computer fully up to date before trying to install it again. Your computer’s operating system should be at Windows XP SP3 or Vista SP1.
  6. What do I do if the Select drive pull down box is empty and nothing shows when clicking on the drop down arrow next to the disc drive box?
    The most likely cause for this problem is the lack of a Microsoft patch that is required in order to burn CD/DVD’s using XP. Please go to the following Microsoft site and install this patch. Then restart your computer. http://www.microsoft.com/downloads/details.aspx?FamilyId=B5F726F1-4ACE-455D-BAD7-ABC4DD2F147B&displaylang=en
  7. What do I do if after inserting a blank CD or DVD disc the Make Disc button on the screen does not work when clicked?
    The most likely cause for this problem is the lack of a Microsoft patch that is required in order to burn CD/DVD’s using XP. Please go to the following Microsoft site and install this patch. Then restart your computer. http://www.microsoft.com/downloads/details.aspx?FamilyId=B5F726F1-4ACE-455D-BAD7-ABC4DD2F147B&displaylang=en
  8. How do I make a copy of a CD or DVD?
    1. Use Windows Explorer to copy your source CD/DVD into a temporary folder on your hard drive.
    2. Remove the source CD/DVD from your drive.
    3. Start Encina DiscMaker.
    4. Insert a blank CD/DVD into your drive.
    5. Use Encina DiscMaker to copy from the temporary folder to the blank CD.
    6. Verify that the copy was successful and then you can delete the temporary folder on your hard drive.
  9. Why can't I copy a commercial DVD?
    Commercial DVD’s are copy righted material and cannot be copied using Encina Software DiscMaker.
  10. Why can’t I copy my home DVD and have it play in my home DVD player?
    Encina Software DiscMaker was developed as an easy to use data file backup application for computers, primarily for Netbook computers. While it will back up all the files on a DVD disc, the software does not actually create a playable DVD. Later versions of the software will offer this feature.
  11. How do I copy music to a CD so that it will play on my CD deck?
    Make sure that all your music files are in the .mp3 format. Before burning the CD, check the “Finalize” box on the right side of the screen.
  12. What do I do if my XP system does not appear to recognize a CD?
    If the system has more than one device capable of burning installed, you must enable burning on the VMdrive if you want to burn with it rather than the other drive. XP only allows one drive to have direct burning capability enabled at a time. Open Explorer and right click on the VMdrive. Click on the Recording tab and check the box that says “Enable CD recording on this drive.” Click OK.
  13. What do I do if my system does not appear to recognize any DVDs?
    Open Explorer and right click on the VMdrive. Click on the Hardware tab. Select the VMdive and then click on Properties. Click on the DVD Region tab. Make sure that the Current Region is selected for your country. The United States is Region 1. Click OK.
  14. What do I do if I receive error messages from iTunes when I try to burn a CD through iTunes?
    When you click “burn disk” in iTunes, the dialog box opens and at the top it says “no CD burning software installed”. Also when you open iTunes, it gives an error message which says “the registry settings by the iTunes drivers for importing and burning CD’s and DVD’s are missing. This can happen as a result of installing other CD burning software. Please reinstall iTunes.”

    Please see the following article for an explanation of the solution to this problem. http://support.apple.com/kb/HT2615

  15. What do I do if I do not see a solution to my problem?
    We would like to help solve any issues you are having. To help us provide support, we need to see your Encina log file. Here are instructions on how to save your log file so that you can email it to us:

    Windows Vista Instructions

    1. Press the circular Start button at the lower left corner of the screen.
    2. Select the Control Panel and make sure you are in the Classic View.
    3. Select "Administrative Tools" and then "Event Viewer".
    4. At the left of your screen press the arrow next to "Application and Service Log". This expands the list.
    5. Right click on “Encina” and select "Save Events As.." This brings up the Save As dialog box.
    6. Select a folder location for saving the file that is easy for you to find. Name the file with something descriptive such as Encina log followed by your name. The file type of .evtx will automatically be added.
    7. Click on the box that says “Display information for these languages” and make sure that English is checked.
    8. Press OK.

    Windows XP Instructions

    1. Press the Start button at the lower left corner of the screen.
    2. Select the Control Panel.
    3. Select “Administrative Tools” and then “Event Viewer”.
    4. At the left side of the screen right click on “Encina” and select “Save Log File As..”. This brings up the Save As dialog box.
    5. Select a folder location for saving the file that is easy for you to find. Name the file with something descriptive such as Encina log followed by your name. The file type of .evt will automatically be added.
    6. Press Save.

    Please add the log file as an attachment to an email that describes the problem you are encountering and send it to support@encinasoftware.com.


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