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Dell Media Experience Pain
I have had a nightmare getting help with this so I thought I would try here.
I have had my Dimension 8400 for less than 3 weeks and I have spent a lot of time setting it up like I want. However, the first time I tried to open Dell Media Experience an installation box pops up and tries to install it again, even though the program is already installed. It keeps asking me for disk 1 or to point the way to dmx.msi. I did not receive any such disk with my computer. Naturally, I called tech support for help but that did not have a good result. The solution I got from India was to do a Dell PC Restore but the lady didn't tell me any details. She did say that Dell no longer ships reinstall CDs.
I really do not want to have to do a Dell PC Restore when all I need is to figure out how to correct the problem with Dell Media Experience. Dell should have an easier solution than a PC Restore. I did not get any type of Tools CD to reinstall drivers or CDs to reinstall Dell Media Experience, etc.
An e-mail to Dell tech support was my next step. I sent a message around 11:00 am yesterday and I received an automated response telling me I should have an answer in 6-12 hours. Well, it is now over 24 hours and I have not heard anything!
Maybe I would be better off to just see if I can uninstall Dell Media Experience and forget about it, but I should not have to do that.
I also have a couple of other software related issues but I know this is not the correct forum for them. I had even thought about returning the PC to Dell for a refund but I doubt I could get anyone to answer the phone. What has happened to the excellent support Dell used to provide? This is very disappointing.
Anyway, I am open for suggestions and all help will be appreciated.
- I HAVE A DEMINSION 3000, I HAD PROBLEMS FROM THE START WITH DMX. I SENT MANY E MAILS THEY CAME OUT AND PUT IN A NEW HARD DISK. I HAVE HAD MY COMPUTER 5 WEEKS. WHEN NEW DISK CAME IN HAD MORE PROBLEMS. i KEPT E MAILING THEY TOLD ME TO DELETE AND REINSTALL DMX. I DID THE ORIGINAL DMX WAS 65MB. THE REINSTALLED ONE WAS 1.65MB. I TRIED TO UPGRADE THE REINSTALL. NO GO. I CALLED AND THE TECH LADY SAID I HAD NO WARRENTY AND FOR HER TO HELP ME WOULD COST ME 39.00 i SAID NO. I HAVE HAD NOTHING BUT TROUBLE SINCE I BOUGHT IT AND NOW THE HARD DRIVE IS GOING LIKE CRAZY. SORRY FOR THE WHINING. BOB
emerald9200
49 Posts
424
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Posted April 2nd, 2005 03:00
WayWalker I have the very same problem with my Inspiron 9200. Tech Support said it was on my Dell Tools CD. I don't think I have that CD. The only CD's I do have are the reinstallation CD for MY DVD and on for Cyber Link Power DVD. Is anyone of these CD's the one they are talking about? When it asked me for the Cd I click the cancel button since I don't have the CD, (i have to click the cancel button twice)It allows me to use Dell Media Experience. Why does it ask for the CD if it will let me use DMX?
Emerald9200
Emerald9200,
You will have to reinstall Dell Media Experience to get rid of the problem you are having. Tell Dell tech support you need the CD "For Reinstalling Dell Tools System Software", part number H8516. This allows you to do a reinstall but you will then have to do an update because the version on the Tools CD is old! You should have gotten this CD with your computer but Dell doesn't seem to ship it unless it is requested. Also, you should have gotten another CD called "Drivers/Utilities Resource CD", part number 5768D so you might ask tech support to send you that one also.
No one that I spoke with at Dell seems to know why this problem is occurring but I think it has something to do with an update to the PowerDVD program. As many problems as Dell Media Experience seems to cause, I'm not certain the program is worth it. We might be better off purchasing Cyberlink's PowerDVD 6 (it is almost the same program but without the Dell logo and a few other features that are missing or disabled in the Dell version) or a similar program.
Good luck with Dell tech support. I seem to have trouble making them understand what I'm talking about so I may start calling back until I get to speak with someone in America. I don't have very good luck with the call centers in India!
WayWalker
emerald9200
49 Posts
424
0
Posted April 3rd, 2005 01:00
Hey Way.....
I sent tech support an email and they will be sending me the Cd's from the Dell Media Service Kit. I hope this wil fix the problem. Thanks for the information and will keep you informed on the situation.
Emerald9200
Mtnboy
6 Posts
424
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Posted March 17th, 2005 21:00
I can appreciate your frustration. I purchased a Dell Dimension 4700 in December of 2004. I had the same problem with the dmx.msi searching for some file. Technical support did provide me with two additional CD's, a resource disc that includes drivers,diagnostics and utilities. The second disc included Dell Media Experience software and other preinstalled software.
I was able to re-install Dell Media Experience from the Dell Tools CD and have since updated the program a couple of times using the Extras option on the main menu of DMX. These updates apparently are through Cyberlink.
It might be worth calling Dell Support again and insisting that you be provided with backup CD's for the software you purchased. Seems like a reasonable request. Good luck with your email request.
My only other experience with Dell support was the replacement of a DVD drive. Spent about two hours on the phone,more than half of it waiting. The technican arrived at my home as scheduled and replaced the hardware in 5 minutes.
Hope you get your problem resolved.