Nero
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It is important to us that your questions are answered quickly, so we have created a list of frequently asked questions that may be helpful to you. If you are unable to find an answer to your question, feel free to write us and we will respond as quickly as possible. Your feedback will assist us in continually updating this section to better serve you.

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    TOP 5 FAQ for Nero Multimedia Suite 10

    When “Search for updates” was started in Nero ControlCenter, I get the error message: „Update service not available
    To solve the problem please proceed as follows:

    Please simultaneously hold down the "Windows" key and "R" key.
    The window "Run" will open.

    Now enter the following command into the input field:

    services.msc

    The window "Services" will open.


    Right click the entry "Nero Update".
    (In some cases the entry "Nero Update" is not available. Please select "C:\Programs\Nero\Update\NASvc.exe,-200" in these cases.)
    A context menu will open.

    Select the entry "Properties"
    The window "Properties" will open.


    Select "Automatic" in the drop down menu at "Startup type" and click the "Start" button.

    Confirm your settings by clicking "OK".

    Please note:
    If either "Nero Update" nor "NASvc.exe" is listed at "Services", the updater was not installed correctly.
    In this case it is necessary to restart the installation and select the component "Nero Update" after choosing a "custom installation".
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    “Search for updates” was started in Nero ControlCenter, but there is no progress. What can I do?
    Close Nero ControlCenter.
    Check your internet connection.
    Also check your firewall settings which could block Nero ControlCenter to access the internet.
    Reopen Nero Control Center and check for updates again.
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    I purchased the upgrade to Nero Multimedia Suite 10 Platinum HD. When entering the new upgrade serial number into Nero ControlCenter I get the error message: „unknown product“. What can I do?
    Before you enter the new upgrade serial number for Nero Multimedia Suite 10 Platinum HD, please start Nero ControlCenter for available updates first. All required files will installed by this update and you will then be able to enter your new Nero Multimedia Suite 10 Platinum HD upgrade serial number into Nero ControlCenter.

    Please refer to our HD upgrade instructions.
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    What can I do if Nero doesn't accept my Nero serial number?
    Please check the following points if Nero does not accept your serial number:

    • Make sure that the latest update of your Nero version is installed.

    • Make sure that you're not having any typing errors.

    • Make sure that the correct Nero version is installed on your PC.


    You cannot install Nero 9 using a Nero 8 serial number. Nero serial numbers are structured as follows:
    Nero 9/Nero Move it/Nero BackItUp 4/Nero MediaHome 4: 9Mxx-xxxx-xxxx-… or 2Mxx-xxxx-xxxx-…
    Nero 8: 1K2x-xxxx-xxxx-… or 2K2x-xxxx-xxxx-…
    Nero 7: 1Cxx-xxxx-xxxx-… or 4Cxx-xxxx-xxxx-…
    Nero 6: 1Axx-xxxx-xxxx-…
    Nero 5: 15xx-xxxx-xxxx-…

    If Nero does not accept your Nero serial number, please contact our Customer Service team providing your Nero serial number as well as a proof of purchase.
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    I'm having problems installing your software. What can I do?
    It's likely that installation problems are caused by a previous version which is or was installed on your system. If you are experiencing any download problems please download the Nero Cleantool from our website and use it for removing all Nero files from your computer. After that proceed to install the latest available update for your Nero version.

    If you will still experience problems please contact our technical support and provide the following information:
    • Send a screenshot which shows the exact error message you get.
    • Send the installation log files by using our GetSupportFiles tool.

    Download the tool GetSupportFiles and perform the following steps:

    Extract the zipped file on your hard drive using WinZip or WinRAR. Start the tool by double-clicking on the EXE-file. Once the tool ran successfully, you will find a file called "NeroSupport.cab" on your desktop. Please attach the file "NeroSupport.cab" to your e-mail.

    The following information will be collected in the NeroSupport.cab:
    Nero Infotool, Nero log files (including installer log files), Nero Registry Keys, MSInfo, DXDiag
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