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Troubleshooting Guide for Paid-For Version Download Support

Please review these Download Support FAQs to see if your question is answered on this page. If your question is not addressed here, please contact CrystalGraphics technical support.

Common Problems:
1. I couldn't start the download.
2. The download starts, but does not complete.
3. I finished the download, but it won't install properly.

I couldn't start the download.
1. You are getting an error, similar to the ones shown below:
 
  • "Windows cannot access the folder."
  • "Connection to the server cannot be accessed."
  • "Page cannot be displayed."
  • "Cannot browse the folder…"
  • "Connection timed out…"
Or you may get no error message at all. It just won't connect. (And you may have been able to download free trial versions.) If this happens to you, then you may be behind a proxy server or firewall that restricts or prevents FTP transactions. If you are downloading through your corporate Internet connection, this is almost certainly the case.

Our advice:

A. Make sure that your browser or FTP utility is configured for "Passive Mode" FTP. If you are using an Internet Explorer browser to download, here is what to do:

1. Close all browser windows.
2. Go to Start menu > Settings > Control Panel > Internet Options.
3. Click the Advanced Tab.
4. Check the option to Use passive FTP:
    [ x ] Use passive FTP for compatibility with some firewalls and DSL modems
5. Click Apply.
6. Try to download

B. If this does not work, and you're NOT using an FTP utility, configure your browser for web based FTP by doing the following:

1. Close all browser windows.
2. Go to Start menu > Settings > Control Panel > Internet Options.
3. Click the Advanced Tab.
4. Check this option if you see it:
    [ x ] Use Web Based FTP
5. Click Apply.
6. Try to download.

C. If this does not work,  and you are using an Internet Explorer browser to download, try reversing the setting for 'Enable folder view for FTP sites':

1. Close all browser windows.
2. Go to Start menu > Settings > Control Panel > Internet Options.
3. Click the Advanced Tab.
4. Find this option:
        [  ] Enable folder view for FTP sites

5. If it is checked, uncheck it.  If it is unchecked, then check it.
6. Click Apply.
7. Try to download.

D. If this does not work for you, then it is possible that your Internet security setting has been set to a level that restricts your ability to download from our secure FTP link.

1. Close all browser windows.
2. Go to Start menu > Settings > Control Panel > Internet Options.
3. Select Security
4. Click on Internet
5. Temporarily set your security to Medium-Low or Low (using the Default button)
6. Click Apply then OK. Be sure to set your Internet security settings back to the original state when you are finished downloading.

E. If you still cannot download the software, then your firewall may have some restrictions that are preventing you from downloading from our secure server.

Your firewall must allow outbound FTP to the following ports:
Outbound ports in the range of 1024 - 9999

You may wish to ask your IT staff to open these ports on your firewall, even temporarily, so you can download the file(s). (Since the "outbound" refers to outbound communication FROM YOUR firewall, opening these outbound ports is not a security issue for you. These represent port numbers on our server that you will connect to when downloading.)

F. Try using an FTP utility to download the software. Ftp utility software is specially designed for downloading files, and many popular ftp utilities offer a free trial version. For instructions on how to acquire and configure Ftp utility software, click here.

G. It could be that our FTP server has reached the maximum limit of concurrent users it can support at any one time. Try it when our Web site is not so busy. In other words, avoid the peak times of 5:00 am to noon, Pacific Time.

H. If the above measures do not solve the problem, or if it is not possible for you to open the outbound ports, then we recommend that you try downloading through a connection that does not go through a company network and is not behind a firewall.
 

2.

You bought more than one product from CrystalGraphics. You downloaded the first one OK. But when you go to download the second one, you keep getting the first product download. You are sure that you are clicking on the correct FTP link that you received in your confirmation email.
     
Solution: Click on the provided link then after the page is loaded click Refresh (or Reload) in your browser. This will cause your browser to refresh the displayed links and should show the correct file list. If not please verify that you are clicking on the correct link
 

3.

You are prompted to enter a username and/or password
Solution: The username and password are provided in the secure ftp link, which has the following format:
ftp:// username : password @ host : port
Please be aware that you must connect to the port number that is in your link.
 
4. Your browser may not support FTP downloading. The best solution is to upgrade to a current version of a browser such as Netscape Navigator or Internet Explorer.

You also can try using an FTP or downloading utility instead: Here's a list of FTP utilities.

   (Free trial versions of many Ftp utilities can be downloaded and set up within a few minutes.)

When using an FTP download utility, you will need to enter some information from your secure ftp link. The username, password, host and port number are provided in the secure ftp link, which has the following format:

ftp:// username : password @ host : port
Example:
 ftp://aaaaaaaa:bbbbbbbb@www.crystalgraphics.com:9998

  Host or destination: www.crystalgraphics.com
  Username or user id: aaaaaaaa
  Password: bbbbbbbb
  Port: 9998

If given the option, please select Passive mode ftp.

And please be sure to use the values from your secure ftp link, in place of those presented in the example.

 
The download starts, but does not complete.
1.
Your computer hangs while it is downloading the software:
Double check the system requirements and make sure you have sufficient space on your hard drive to complete the download.
 
2.

Your Internet connection was dropped while your PC was downloading the software.
There are a number of reasons why your Internet connection may have dropped, including: Other programs running, someone calling on call waiting, your Internet connection timing out, an improperly set up modem, our servers being swamped, problems at your Internet ISP, noise on the line, or other reasons. It is difficult to know the exact cause of this type of problem, because there is no obvious error message.

Our advice:

A. Close all other programs. When other programs are running concurrent to downloading, there's "competition" for processor activity and time on your computer. This can cause problems with downloading.

B. Turn off call waiting (*70) before you reconnect to the Internet. Then try it again.

C. If it still happens, and you are using a dialup modem to connect to the Internet, check your Internet connection timeout option. Go to Start>Settings>Control Panel>Internet Options>Connections tab>Settings button>Advanced button. Make sure the option called "Disconnect if idle for ______ minutes" is UNchecked. (Your computer may "think" a long download is just a long idle, with no mouse or keyboard activity, and disconnect you if you have this option checked.)

D. If you still keep getting disconnected, and you are using a dialup modem to connect to the Internet, check to see that it is set up optimally to handle large downloads reliably. Here is how to do that:

Go to Start>Settings>Control Panel>Modems>General tab. Select the modem driver then select the Properties button. At the top of the Modem Properties page, click on a tab called Connections. Then click on the Port Settings button and it will bring up another window that allows you to change buffer sizes. As the dialog box describes, a lower setting is more reliable but slower; a higher setting is faster but less reliable. Change the Receive Buffer to a lower setting to reduce the possibility of being disconnected.

E. If you are using a dialup modem to connect to the Internet, and none of the above solves your connection problems, you may need to make sure the driver (the software that controls the modem) you are using for your modem is the appropriate driver, and the most current driver for your modem. (Having a new PC is no insurance that you have the best modem driver, even if it connects to the Internet for routine email and browsing just fine.) Here's how you can check this and fix it:

In your Start>Settings>Control Panel, double click on Modems. Select the General tab and check to see if your modem is listed as "standard". If it is listed as standard, your computer is using a generic driver for your modem. You may achieve a more consistent operation of your modem if your system is reconfigured so that it is using a driver specific to your modem rather than a generic driver.

i. To change the modem driver simply add a "new" modem by clicking the Add button . Click Next to let Windows find your modem. If it selects the standard modem click the "Change" button. Select your modem's manufacturer from the list on the left, then select your specific modem from the list on the right. If your modem is not on the list, you may need to go to the manufacturer's web site to download the latest drivers.

ii. Once your modem is installed with the appropriate drivers "remove" the old modem by selecting the old driver then clicking the remove button.

F. Retry it. If it still happens, try it when our Web site is not so busy. In other words, avoid the peak times of 5:00 am to noon, Pacific Time.

G. If that doesn't do the trick, try another phone line, or even another computer.

 
I finished the download, but it won't install properly.
1. You can't find the file(s) that you downloaded
Recommendation: Follow the download instructions very carefully, especially where we recommend that you create a C:\Download folder, and download the file into that folder. This does help. Once the file is downloaded, you then need to install the software onto your local hard drive. To do this, double click on the downloaded file. The installation process should then automatically install the file.
 
2. The installation file doesn't seem to do anything when you click on it.
a) Make sure you are "double clicking" on it (two quick clicks in a row without moving the mouse) and that all other applications have been closed. If it still doesn't do anything when you do that, try right clicking on it and then selecting "Open" from the popup menu. An InstallShield installer should appear when you do this.

b) If the installer still doesn't appear, delete the file you just downloaded and try downloading it again. During the process of downloading the file, it may have gotten corrupted, possibly due to noise on the phone line, or other reasons.
 
3. You get an error message after you double click on the downloaded file and before the installation is successfully completed.
Your copy of the installation file may have gotten corrupted during the download process. Please delete it and download a new copy of it. Hopefully, that will work better.
 
4) You get a "Runtime error" message after initiating the installer and before the installation is completed.
If the "Runtime error" message occurred toward the very end of the installation process (i.e. the installation appeared to be 95% complete), please read the advice offered in #5 (below). If the runtime error occurred anytime before the last 5% of the installation, please visit CrystalGraphics' Support page (http://www.crystalgraphics.com/support.asp) and click on the specific product FAQs link for more detailed information.
 
5) The installation of PowerPlugs seemed to occur without problem and the PowerPlugs tool(s) are visible in the host application (PowerPoint, Outlook, Word, Excel). But the PowerPlugs tool doesn't do anything when you click it.
Check the Macro>Security level of the host application (i.e. PowerPoint, Word, Outlook, Excel). Open your Office application (i.e. PowerPoint). Go to the Tools menu and select Macro>Security. If the security level is set to High, change it to Medium or Low. Click OK, then close the host application. Thereafter, you may need to run PowerPlugs "Reconfigure" program, if applicable (not all PowerPlugs products include the "Reconfigure" program). To run the Reconfigure program, go to the Windows Start button>Programs>PowerPlugs, then click on the folder of the PowerPlugs product you've just installed (i.e. Transitions). If you see the Reconfigure program listed, click on it to open. Click the first button ("Remove from PowerPoint/Word"), then, click the second button ("Add to PowerPoint/Word"). Then, click OK to close the Reconfigure program. Open your host application and you should then be able to use the PowerPlugs tool(s). If you continue to have problems, please visit CrystalGraphics' Support page (http://www.crystalgraphics.com/support.asp) and click on the specific product FAQs link for more detailed information.
 

If your questions are not addressed in these on-line Download Support pages, please contact technical support.

    

 

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