Folder Has Been Deleted

DKushner · Post by **DKushner** » Sat Oct 22, 2005 10:53 pm

Hello. I work for a music retailer. I have recently sold several copies of Ableton Live 5.0 and had irrate customers come back to me the next day- some with their computers- with the "Folder has been deleted" policy. Due to return policies we cannot take back opened software-but I cannot tech them out because I cant find a solution. I know you are aware of the issue, because I have found two other (locked) threads on the topic. However there has been no solution given. Please post up a solution, this kind of thing makes it very hard to sell the product with confidence. I will be speaking with my m-audio rep in the next few days about this.

amo · Post by **amo** » Sat Oct 22, 2005 11:02 pm

Hi,

What do you mean by folder deleted ? Which folder ? Mac or PC, or both ?

DKushner · Post by **DKushner** » Sun Oct 23, 2005 3:13 am

I have no idea.

Quick explanation of the problem: On several versions of OS X powerbook G4's, after installing Ableton Live 5.0 customers have found the program impossible to open. When they open the program, it goes into the load window and starts booting up, but then is interupted (stopped) by an error message stating that "the folder has been deleted." The error message has an OK button that can be clicked and nothing else. After clicking OK Ableton shuts down.

The problem is not as far as I can tell an OS issue- because it failed on several OS's. It's also not a bunk disc, because several customers have had the problem- and the included demo disc has the same exact problem.

I take pride in being able to solve tech issues for my customers. I have a loyal client base and that is one of the reasons. It's not often I get stumped. Right now I have a delicate situation and some unhappy customers. Specifically I might loose a regular customer as well as turn off potential regular customers.

amo · Post by **amo** » Sun Oct 23, 2005 7:53 am

Hi hear ya !
Well, silly but simple, are you sure your client actually installed the program on their hard drive, and not just tried to open it from the disc ? I haven't performed instals on OSX forLive, but I not the problem arose in the past and I remember Alex mentionning it. I'll try to find the thread...
Have you mailed [email protected] ? That would be the easiest if not quickest way to see if your problem has a quick answer.
Regards,
amo

Machinate · Post by **Machinate** » Sun Oct 23, 2005 7:55 am

amo wrote:Have you mailed [email protected] ? That would be the easiest if not quickest way to see if your problem has a quick answer.

and more specifically - have your customers emailed ableton?

Johnisfaster · Post by **Johnisfaster** » Sun Oct 23, 2005 2:27 pm

yes tell them to email ableton... but also... I bet theres a possibility of a bad plugin in their directory causing the crash on start.

DKushner · Post by **DKushner** » Tue Oct 25, 2005 6:09 pm

Yes. I am sure they actually installed the program. I had them bring their computer in so I could supervise. I would ask them to email on their own- but they would rather see me do it. I'll email.