Technical Support and Frequently Asked Questions

Problems during Installation

Make sure that you are logged into the actual computer with an administrative account that has rights to perform program installations.

If your Product ID is not accepted during installation, please make sure that it is entered exactly as it appears on the label. Ensure that any numbers are entered as numbers and haven't been mistaken for letters (i.e. O, 0). Also, ensure that no extra spaces or hyphens are being used.

If you receive an error during the installation that states that certain files cannot be copied to your system, take the CD out of the drive, and examine the back of it. Make sure that there are no fingerprints, smudges, or scratches. If the CD has been scratched, a replacement CD can be ordered.

Error Messages

If a message keeps appearing that states that the CD must be in the drive for the program to operate correctly, make sure that the correct CD is in the drive. If the problem persists, check the CD for damage, and make sure it's properly cleaned so that your CD drive can read it. Make sure that your computer can read the CD by browsing to the CD drive itself on your computer.

If you get "Error 5: Permission to access this file is denied" when you try to run the program, this is probably due to incorrect installation of the program. Please re-install the program, making sure that it is done through an administrative account.

If other errors occur, reboot the computer. If the error persists, re-install the software.

Audio, Voice Recording, or Video Problems

Make sure that you have the most recent audio and video drivers for your sound and video cards.

Make sure that your speakers are on, the volume is up, and you can hear audio when using other programs.

If your sound card supports 5.1 or 7.1 surround sound, make sure that it is not enabled. Program sound may not work when using 5.1 or 7.1 surround sound capabilities.

Ensure that other videos will play on your computer through other programs.

Ensure that you have a working microphone installed on your computer.

Problems with Program Operation

If user icons that were previously present and are now missing, make sure to scroll through the entire list of user icons to ensure that icon is missing. Restart the program to see if they are now displayed. Reboot the computer, and try again.

If lessons, tests, or other activities are not updating their button colors correctly, move on to the next activity by clicking on its button. When the next activity is completed, the buttons display should be corrected.

If lessons seem to be resetting themselves and requiring the user to retake them, make sure that the Interim Tests are not the cause of the resetting. Interim Tests will reset lessons that teach the content that was failed during the test.

Anytime the program displays a prompt that it cannot find a file and asks for it to be located, a critical link may have been broken. Re-install the program.

If words are not displayed correctly in the lessons seem to not align with their markings, or wrap around to the next line when they shouldn't, the program's fonts were not installed correctly. Reboot the computer, and try again. If the problem persists, the fonts will need to be installed manually from the CD. They are located in the \program\fonts\ folder on the CD.

If the program freezes during a lesson or other activity, make sure that it is not waiting for input. If the problem persists, please reboot your computer, and try again.

If the 'Fun with Phonics' activities appear to play sound, but don't show on screen, press Alt+Tab to switch to the activity. To avoid this problem, avoid clicking more than once on buttons that launches the 'Fun with Phonics' activities. Avoid clicking entirely while the activities are loading.

Contacting Support

Our support team can be contacted by email at: support@readinghorizons.com.