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6. Troubleshooting Installation Problems

 
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6. Troubleshooting Installation Problems - 8/15/2010 8:30:30 PM   
Brandy redux


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Joined: 2/7/2007
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When a software application does not install correctly OR does not function correctly after the installation is completed, there could be several possible causes for that problem. Following is a list of recommended steps for determining the cause and then resolving the problem:

1. Check the Minimum System Requirements for the software application to make sure that your computer meets ALL Minimum System Requirements.
    Is your Operating System listed?
    If the Operating System you are using is not listed in the Minimum System Requirements, the software was NOT designed to run on your Operating System. So, even though the software *might* install & run quite well on your Operating System, there is also the possibility that compatibility issues will occur. When compatibility issues occur on WinXP or WinVista or Windows 7, it is possible to use the Compatibility Wizard to run the program in a Compatibility Mode for a different Operating System.

    Click on the link below

    Compatibility Mode: How to Use

    to access directions for using Compatibility Mode. It is important to keep in mind that Compatibility Mode will not always work.

    Are your drivers updated for your Video/Graphics cards, Sound cards, CD/DVD drives and Printers?
    Even if your computer meets ALL Minimum System Requirements - especially for Video/Graphics cards, Sounds cards and CD/DVD drives - the software might not install or run correctly if the drivers are not properly updated. So, it is always a good idea to frequently check for new drivers and update them as necessary.

    Click on this link

    Updating Video Card Driver: 2000/XP/Vista/7/Mac OS X 10.4.0 and later

    to view the recommended suggestions in that FAQ for updating your video card driver.

    An outdated printer driver will not cause an installation problem. But, an outdated printer driver can often be to blame for many printing problems. So, it is also a good idea to frequently check your printer manufacturer's web site to make sure your printer drivers are properly updated.

    NOTE: Brand new computers and brand new printers do not always have the most current drivers installed. So, it is always a good idea to check for updates.

2. Clean the CD/DVD.
    Even though a CD/DVD might look clean, oil and other debris left on the CD/DVD during the manufacturing process can cause files on the CD/DVD to be read incorrectly. So, any time an installation problem occurs, it never hurts to clean the CDs/DVDs before re-installing the software.

    a. Use a mild detergent like dish soap, some warm water, and a clean cloth.

    b. ALWAYS clean from the center out in a radial direction. NEVER wipe or rub around the disc in a circular motion.

    c. Dry the disc with a lint-free cloth so that you don't add any more dust or scratches to the CD surface. Again, rub in a radial direction, from the center out.

3. Is the CD/DVD defective?
    If you are experiencing problems with the CD/DVD, click on this link

    CD/DVD Is Not Recognized (Windows® 2000/XP/Vista/Win7)

    then check out all recommended solutions in that FAQ.

    If it is determined that the CD/DVD might be defective, the first best course of action would be to click on the link below

    Technical Support & Customer Service: Broderbund, Encore, Hoyle, Bicycle

    then follow the directions in that FAQ for contacting Customer Service - to inquire as to whether or not replacement disks are still available.

    If a replacement is not possible, the next best course of action would be to check the Return/Refund Policy. The Return/Refund Policy for both Encore and Broderbund software applies even after the software is opened and installed.

    Click on this link

    Refund Policy: Bicycle, Broderbund, Encore, Hoyle, Punch

    to the recommended solutions in that FAQ

4. Was your computer in tip-top shape before you started the installation?
    Click on this link

    Pre-Install Checklist: Before installing software

    to view this FAQ, which provides recommended steps for preventing software installation problems.

    As can be seen in that FAQ, many software installation problems can actually be caused by problems that existed on the computer before the installation was attempted. So, when software installation problems occur, it is always a good idea to do a computer cleanup.

    Click on this link

    Computer Cleanup on WinXP, WinVista & Win7

    to view the FAQ which describes the recommended suggestions for performing a Computer Cleanup

5. Did you do a 'clean' install?
    Click on this link

    'Clean' Install on Win98/Me/XP/2000/Vista/Win7

    If you did not do a 'clean' install, as described in that FAQ, it is possible that the installation was corrupted.

    In that case, the recommended procedure is to do a thorough uninstall, as described in this FAQ

    Uninstalling Software: Thoroughly & Safely

    then do a 'clean' reinstall, as described in the "'Clean' Install on Win98/Me/XP/2000/Vista/Win7" FAQ mentioned above.

    However, the most efficient approach would be to do the thorough uninstall first, followed by the computer cleanup, then the 'clean' re-install.

6. Is a background program causing the problem?
    Sometimes, installation problems can be caused by background programs that load every time the computer is started. To determine whether or not a background program is causing the problem, click on the link to the "'Clean' Install on Win98/Me/XP/2000/Vista/Win7" FAQ mentioned above, follow the directions for disabling background programs in MSConfig, allow the computer to restart, then try the program again. If the problem no longer occurs, that would almost have to mean that a background program is causing the problem. Unfortunately, the only way to determine exactly which background program is causing the problem is to go back to MSConfig and enable ONLY ONE program, allow the computer to restart, then try the program again. If the problem does not occur, repeat the process, enabling ONLY ONE program at a time, until you find the background program that causes the problem to occur. Then, make a note to yourself to make sure that program is never enabled in MSConfig.

7. Contact Technical Support
    If none of the suggestions above help to solve your problem, the next best course of action would be to submit an Online Support Request to Technical Support, as is described in this FAQ

    Technical Support & Customer Service: Broderbund, Encore, Hoyle, Bicycle

    < Message edited by Brandy redux -- 8/14/2012 1:24:50 PM >


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