|
General Product Questions
Online Technical Support
Please review these technical FAQs to see
if your question is answered on this page. If your question is not addressed
here, please see the contact information for our Technical
Support department.
| 1. |
Are
PowerPlugs and other CrystalGraphics products compatible with Office
2003 and Windows XP? |
| 2. |
I
have upgraded to Office 2003 and PowerPlugs no longer work. What's wrong?
|
| 3. |
Are
your products compatible with the Mac platform? |
| 4. |
What
if I'm unable to download software from your site? |
| 5. |
Do
PowerPlugs products work on laptops? |
| 6. |
What
type of computer works best with your products? |
| 7. |
If
I want to send a PowerPoint presentation that has been enhanced with
the PowerPlugs software to someone, does their computer have to be
equipped with the software? |
| 8. |
When I attempt to install one of your software products, the following error message displays: "16 bit Windows subsystem. The system file is not suitable for running MS-DOS Microsoft Windows applications." What should I do?
|
|
| |
|
| 1. |
Are
PowerPlugs and other CrystalGraphics products compatible with Office
2003 and Windows XP?
Yes! All 9 of our current PowerPlugs titles, and all other CrystalGraphics
products now shown on this Web site, are compatible with Office
XP and Windows XP.
|
| |
|
| 2. |
I
have upgraded to Office 2003 and PowerPlugs no longer work. What's
wrong?
If you upgraded to Office 2003 and the plugins do not work, make
sure that the PowerPlugs titles appear in the list of Available
Add-ins in the Add-ins dialog box. You can find the Add-ins dialog
box under the Tools menu in PowerPoint. If the PowerPlugs plugins
you've installed do not appear in the list of available Add-ins,
you should add them in manually by clicking on the Add New button.
Navigate to each PowerPlugs titles respective folder and locate
the .PPA file. Select the .PPA file and click OK. If you receive
a dialog box asking if you would like to enable Macros, select Yes.
If you have
added the PowerPlugs plugins to the Add-ins list and the plugins
still do not work, try changing PowerPoint's security level from
High to Medium. If the security level is set on High, set the level
to Medium and add the PowerPlugs again. You can reset the Security
Level in PowerPoint by selecting Tools>Macros>Security. Set
the level to Medium, then click OK.
|
| |
|
| 3. |
Are
your products compatible with the Mac platform?
At this time, Windows 2000 and XP are the only operating
systems that are supported by our software products. There are no
plans for Mac versions at this time. Our image-based products do,
however, support cross-platform file extensions. Please contact our
Sales staff for
additional information.
|
| |
|
| 4. |
What
if I'm unable to download software from your site?
Attempting to
download through a company network's Internet connection can occasionally
generate error messages. This problem can interfere with your ability
to download either our free demo software or software you've purchased
from CrystalGraphics (accessed via FTP links that appear in your
purchase confirmation email).
Usually, the
firewalls and proxy servers protecting company networks are the
cause of these download problems. We recommend that you try downloading
through a regular modem connection that does not go through a company
network. If your attempts to download are still unsuccessful, please
try the troubleshooting tips below. For software purchased directly
from CrystalGraphics, our sales department may be able to ship you
the CD-ROM version of the program you've purchased.
Please try this if you are behind a firewall:
- Close all
browser windows.
- Go to Start
menu > Settings > Control Panel > Internet Options.
- Click the
Advanced Tab.
- Check
either or both of these options if you see them listed:
[ x ] Use Web Based FTP
[ x ]
Use passive FTP for compatibility with some firewalls and
DSL modems
- Click Apply / OK. Then try downloading again.
If the download does not occur, open the Internet Options>Advanced page again.
Uncheck the following option if you see it listed:
[ ] Enable folder view for FTP sites
Click Apply / OK. Then try downloading again.
If you are still unable to download after following the advice outlined above, please visit our Download FAQ Web pages for Trial/Demo versions of our software and/or Paid-for versions of our software.
|
| |
|
| 5. |
Do
PowerPlugs products work on laptops?
Yes. Although 3D hardware acceleration
is not a requirement, please
consult our web site for information on known
hardware incompatibilities.
|
| |
|
| 6. |
What
type of computer works best with your products?
Although
we would be happy to recommend "the" computer to use with
our products, there are too many computers (with various configurations)
on the market to make that determination. Generally, if your computer
meets or exceeds the software system requirements, it should work
flawlessly with our products. Please refer to our products home
page for system requirement information. If you intend on using
our PowerPlugs: Transitions and/or 3D Titles effects for PowerPoint
or 3D IMPACT! Pro for web and video, it is advised that you see
our list of hardware compatibility issues and solutions for Transitions/3DTitles
and 3D
IMPACT! Pro.
|
| |
|
| 7. |
If
I want to send a PowerPoint presentation that has been enhanced
with the PowerPlugs software to someone, does their computer have
to be equipped with the software?
The destination computer is not required to have the software installed.
If you intend on using PowerPlugs: Transitions, PowerPlugs: 3D
Titles and/or PowerPlugs: Video Backgrounds, there is a packing
procedure that you will want to follow in order to successfully
playback the PowerPlugs special effects on a computer that does not have the PowerPlugs
software installed. |
| |
|
| 8. |
When I attempt to install one of your software products, the following error message displays: "16 bit Windows subsystem. The system file is not suitable for running MS-DOS Microsoft Windows applications." What should I do?
It appears that your Windows configuration is not recognizing our InstallShield installer, which happens to be a 32-bit application (for Windows) – not a 16-bit installer (for MS-DOS). According to Microsoft, something has caused your AUTOEXEC.NT file (or CONFIG.NT or COMMAND.COM file) to be placed in the Windows Repair folder and it is supposed to be in the Windows System 32 folder (refer to http://support.microsoft.com/default.aspx?scid=kb;en-us;324767&Product=winxp).. The solution to this installation problem is very simple:
Go to C:\Windows\Repair.
Copy (or Cut) the AUTOEXEC.NT file.
PASTE the AUTOEXEC.NT file into C:\Windows\System32.
Run the installer for your CrystalGraphics software again. You should then have a successful installation.
|
| |
|
Additional Support
Registered owners
of CrystalGraphics products have unlimited access to Online Technical
Support which lists the typical technical support problems that users
encounter, along with our best information regarding their solutions.
This service is available free of charge.
If you should need additional technical support service, CrystalGraphics
provides three technical support purchase options:
- Option #1: You can buy technical
support on a per incident basis. With the per incident option, you buy
telephone-based technical support in 15 minute increments or per individual
problem or incident when communicating electronically (i.e. fax and/or
e-mail support).
- Option #2: You can buy a block
of technical support time (or number of incidences). The minimum block
of time you can purchase is two hours (or the equivalent of 8 incidences
if communicating via electronic mechanisms, i.e. fax or e-mail). Technical
support purchased in time blocks costs less than technical support purchased
on a per incident basis. However, the block of time purchased must be
used within a 12 month period.
- Option #3: You can buy a 12-month
technical support contract. The technical support contract provides
you with unlimited telephone-based technical support or electronic incidences,
and free software updates if any updates ship while your contract is
active.
If you have read through
the above questions and answers your issue was not addressed, please contact
Technical Support or see the Technical Support home
page.
|