In this guide we will cover the most frequently encountered problems. If your technical problem is not listed under the headings below or you are unable to fix the problem, please contact us during the following office hours:
Mondays – Thursdays: 08:00 –
13:00; 14:00 – 17:00
Fridays: 08:00 – 13:00
E-Mail support: support@eduplay.co.za
Office phone number: (018)
294-5202
The following problems will be discussed in this guide:
1. Registration problems
2. Sound / Music problems
3. Display problems
4. General
1.
REGISTRATION PROBLEMS
The registration system is an automatic SMS response system that is hosted by our network service provider. In order for the system to respond with the correct UNLOCK CODE that is needed to finalize the registration process, you must follow the correct REGISTRATION PROCEDURE as explained in the instruction leaflet supplied together with the installation CD. Please READ the instructions carefully before you send the SMS.
a.
You did not receive a response from the SMS server
Firstly, check that you have sent the message to the correct number, the following numbers are valid:
36929 and
39009
Do NOT add other digits such as 08236929 – it will not work
Secondly, make sure you have enough money on your phone if you are using a pre-paid simcard. You should also check that your inbox is not full otherwise you will only receive messages when your phone has space to store the message.
If you followed the correct procedure, you should receive a response within 20 seconds. Be aware that this is a machine-based system and we do not guarantee a 100% uptime. Our service could be affected by power disruption, Internet connectivity problems and Network service provider problems. Be patient, if you do not receive a response, wait for up to an hour before resending your message.
b.
When you enter the Product code in step 1, you get
an error message that reads “Invalid Product Code...”
First of all, make sure you are entering the code correctly – if it happens again, check the following:
Big Boet! Toddler
Product Code’s should start with: *31..
Big Boet! Gr 0-1
Product Code’s should start with: *11..
Big Boet! Gr 2-3
Product Code’s should start with: *21..
Big Boet! Gr 4-5
Product Code’s should start with: *41..
Big Boet! Gr 6-7
Product Code’s should start with: *51..
Hooked-on-Spelling
Product Code’s should start with: *61..
Hooked-on-Maths
Product Code’s should start with: *71..
Hooked-on-Reading
Product Code’s should start with: *90..
If your Product Code does not start with the correct digits as listed above, you most likely have a package with the wrong Product Code sticker on it.
If that is the case, please contact us during office hours.
c. You
receive an SMS back that reads “You have send the wrong code...” or “The
code you send is invalid...”
The problem is that you have either send the 12 digit code on the Product Code sticker or you have not send the correct 15 digits as indicated on your computer screen. Note that the code on your computer screen is NOT the same as on the Product Code sticker.
d.
If you enter the Unlock code in the space provided
you get a message that reads “Invalid Unlock code...”
If it is not the
first time you are installing the program, it could be that you are trying to
enter an unlock code that was previously send to you or someone else. Each
installation will require it’s own UNLOCK CODE and cannot be used on a
different computer or a later installation. The solution is to SMS the 15-digit
code that appears on your computer screen during the registration process to
36929 in order to receive a new UNLOCK CODE. Make sure the 15-digit code
matches the one that appears on your screen, otherwise it will not work
2.
SOUND / MUSIC PROBLEMS
a.
Music is too loud – cannot hear voice instructions
To set the music’s volume separately do the following:
· While in the program, go to the language selection page (Afrikaans / English)
· On the language page, there should be a musical note sign in the top-left, top-right or bottom-left corner of your display.
· Click on the musical note sign – a volume control panel will open up with several volume sliders. Each volume slider represents a different channel on your sound card.
· Find the slider with the name “SW SYNTH”, “MIDI” or “SYNTH”
· Adjust that slider to about 5-10% of its full range.
· Now adjust the “WAVE” slider to 100%
· Close the volume control panel (top right cross)
b.
No music or sound
· First of all, check that your speakers are plugged in and switched
on.
· Now check the volume control panel as explained above. Make sure that the particular channels are not muted or disabled.
· If you are able to play other sound files on your computer (mp3, wav, etc.) and there is still no sound in the program, it could be due to MCI drivers that is not installed on your computer or that it is corrupt. If this is the case, re-install your sound-drivers or consult a computer technician.
c. You
get an error message that reads something like “No MCI devices installed”
Your computer’s sound card
driver is not installed properly or the MCI device driver for MIDI music is not
installed at all. MCI stands for Media Control Interface. If
re-installing your sound card’s driver does not work, re-installing Windows
will most definitely fix the problem.
3.
DISPLAY PROBLEMS
a.
Display is turned upside down
This problem occurs only when your computer’s graphic adapter supports screen rotation and the rotation is enabled. The solution is to disable rotation on your graphics adapter.
To disable rotation try the following Hotkeys first:
· Press <Ctrl><Alt> and the UP-ARROW simultaneously
· Your display should be the right way up again, but it is only temporarily, to keep it this way follow next step
· Press <Ctrl><Alt> and F12 simultaneously – it should open up a new panel with a couple of tabbed pages.
· Find the tab <Rotation> and click on it
· At the top you will find an enable checkbox. Click on it to disable rotation.
· Click on <Apply>, then <OK> and restart your PC
If the Hotkeys did not work, try the following:
· Go to Start>> Control Panel
· Select Intel Extreme Graphics Applet
· Click on the Rotation tab. Uncheck the Enable Rotation check box.
· Click Apply, then OK.
· Exit Control Panel and restart your computer.
Contact us during office hours if the above-mentioned
procedure did not fix the problem.
b.
The Graphics seems to be off the screen, cut-off or buttons not
completely visible
The problem is that your display is set
to a higher DPI setting than 96. To fix the problem, do the following:
· Right-click on any open area on your desktop (where all your icons are)
· Select ‘Properties” on the pop-up window
· Select the Settings tab
· Click on the <Advanced> button
· On the General tab you will find DPI setting or on Windows versions prior to XP it will be indicated as ‘Font size’
· Select ‘Normal Size (96 Dpi)’ on Windows XP and
‘Small font size’ on other Windows versions
· Click on Apply then OK
· Restart your computer
If the above solution did not work, contact us during office hours for further technical support.
4.
GENERAL
If you receive an error message while working in the program, try to find out if the problem occurs each time on the same page, after the same button is pressed etc. By establishing a pattern of events, it becomes clearer where the exact problem is. Write your findings down on a piece of paper. If possible, write down the exact words that appears in the error message – it will help us to identify the problem.
a.
Program ‘hangs’ or ‘freezes up’
This is probably the most difficult problem to solve in the software industry. The reason why it is so difficult is because there are numerous causes for the problem. It could be operating system problems, corrupt files, memory problems, overheating, user rights and even viruses.
If your program seems to ‘hang’, try to eliminate the following causes:
· On the page where you enter your name, did you select L or R for left- or right-hand use? If you selected L then your mouse buttons are swapped around. This seems to have a ‘hang’ effect but in actual fact it is not. Click on the right button as you would normally click on the left button. For left-handed children, this is the way the mouse works because they will use their index finger to click on the right button. If your child normally clicks on the left button, do not select L
· Do not double-click in the program. Double-clicking will send the selected activity program to the background. To check if this is the case, press <Alt><Tab>, this will make the background program visible.
If you eliminated the above-mentioned causes, try to uninstall the program and re-install it again from your CDROM.
b.
During installation, the installer only installs to
a certain percentage and then gives you an error message
It could be a damaged CD, to verify, install on a different computer.
If it is a damaged CD, you may exchange it for a new one from the distributor: Edutain distribution (011) 450-4168
For any other problems not listed in this document, you may contact us directly during office hours (see top of this document)