*Information for Internal Use only!

Description
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On a system with QuickTime version 7.0.2.120 (only supported in Windows XP and Windows 2000), when a user inserts Creative CD’s, a Welcome screen appears. Upon clicking the Next Button, an error in the DemoShield Player (DEMO32.EXE) appears (Different error messages appear in Windows 2000 and Windows XP).

On Windows XP , the user sees an error detailing a conflict between Demo32.exe and Quicktime.QTS v7.0.2.120. On Windows 2000 system, the user sees the error message, "DEMO32.exe has generated errors and will be closed by Windows. You will need to restart the program."

Upon generation of the error, the user is unable to continue the CD installation. This affects all Demoshield-based Creative CD released earlier (after Jan 2004). i.e A user who had successfully installed his Creative CD, will still encounter the problem if he use the same CD on the same system which has QuickTime 7 installed.

Windows 98 systems are not affected.

Cause
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The error is caused by a compatibility problem between DEMO32.exe (v7.5x, v8.x) and QuickTime7 (v7.0.2.120). DEMO32.exe v7.5x is the version currently used in our newer Demoshield-based Creative autoplays. There is a function ( Launch Demo Action) used frequently in most of our Demoshield-based Creative CD. This function is unable to execute properly due to a compatibility problem with the file QuickTime.QTS (ver 7.0.2.120) installed by QuickTime 7.

Uninstalling QuickTime 7.0.2.120 or using an older or newer version of QuickTime resolves the issue.

This issue has been reported to Macrovision, the 3rd party developer of Demoshield DEMO32.exe, and Apple Inc, the developer of Quicktime7. Macrovision has acknowledged that there is a newer SDK provided by Apple for DEMO32.exe to resolve the issue. This is now available from apples site http://www.apple.com/quicktime/win.html

Resolution
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As in publically available steps above.
NB: Customer Support staff should record all such cases in CRS.