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I can't download the program. All I get is a page of garbled text. What's wrong?
Your web browser may not have an association for the .msi installation file type and it is assuming they're text files. If this is what's happening, right click on the download file link and choose your browser's Save As... option to download the file to your computer. This menu option might be named something like "Save Link Target As..." - depending on which web browser you're using.
Running Setup on Windows 8, 8.1, Windows 10 (or later) reports "Windows protected your PC"
If you get the following warning running Setup:
"Windows protected your PC
You can either:
If you're prompted to install the .NET Framework V2 on Windows 8 or Windows 10 (or later)
We recommend that you cancel the installation and use Control Panel\Programs\Programs and Features, "Turn Windows features on or off". Choose the option to install .NET 3.5 (which includes version 2.0).
Once that has completed, restart if prompted, and then repeat the installation.
When I try to invoke the .msi file the Windows "Open With" dialog opens. What's wrong?
This happens if you've got an operating system that's not previously had the Windows Installer service installed on it. You need to install the Windows Installer for your operating system.
When I try to invoke the .msi file I get a message "This installation package cannot be installed by the Windows Installer service. You must install a Windows service pack that contains a newer version of the Windows Installer service". What's wrong?
You need to install a more recent version of the Windows Installer for your operating system.
When I try to invoke the .msi file I get a message "This advertised application will not be installed because it might be unsafe. Contact your administrator to change the installation user interface option of the package to basic". What's wrong?
While you might be running as a user with administrative privileges, your operating environment requires you to have greater privileges. Log in as the actual "Administrator" user account and run the installation again.
The installer package uses the "Privileged" property to make the installation conditional upon system policy, the user being an administrator, or assignment by an administrator.
Alternatively, if the above does not work, this problem may occur if the locally cached Microsoft Windows Installer package (*.msi) file is damaged or corrupted. Try this to fix the local cache:
Open a command prompt and run:
msiexec /fv “x:\your\path\to\productname.msi”
During installation of the product's .msi file I get a message: "There is a problem with this Windows Installer package. A DLL required for this install to complete could not be run."
Check the "Runs under" requirements on our product's web page to ensure you have the minimum requirement to run the application. Generally this is an indication that you need to install an operating system service pack or an updated version of Internet Explorer. Install any required updates and repeat the installation.
Installation fails with a message: "This installation package could not be opened. Contact the application vendor to verify that this is a valid Windows Installer package."
The product msi file that you've downloaded may be corrupt.
You can check this by viewing the property pages for the file you've downloaded. Using Windows Explorer, select the downloaded file on your computer, then right click and choose Properties. The "General" tab shows the actual size of the file (ignore the "size on disk" property). Compare this figure to the one shown for the download link of the product page of our web site. If the byte size figures are not the same, the downloaded file is corrupt.
It's possible for the downloaded file to be the same size but still be corrupt - but that's highly unlikely.
We've had several reports that have been corrupt downloads - these can occur if your ISP caches web sites and the file they cache is corrupt. More commonly we've found that people using the Netscape browser have had corrupt files, and when they've tried downloading with Internet Explorer, the file has been OK.
If you're unable to get a non-corrupt download file, please contact us by email and we'll arrange to send you the file via email.
Installation Fails with: "The disk labelled 'appname' is now required."
This problem can occur if the INF file is located in a folder with a long file name.
For more information, have a look at:
When I try to run Setup, I get this error "The SETUP.EXE file is linked to missing export OLEAUT32.DLL:277"
Install Internet Explorer 5 or later to get a more up-to-date version of OLEAUT32.DLL installed on your system.
When I right click the INF Setup Information file I don't have an Install Command.
This command may not be available if the association for INF files is changed from the default.
For details about this, and how to fix this problem, have a look at:
If you're running Windows Defender, or some other similar product, you may get a warning like this towards the end of the installation.
This is to be expected because our ExpPrint, TouchPro, and Concat/Split programs are all context menu extensions. You should allow the operation, otherwise the program will not work.
None of our software contains spyware.
When I right click the INF file and select Install I get the message "A device attached to the system is not functioning"
This error can occur if the combined length of the path and .inf file name exceeds 77 characters.
For details about this, and how to fix this problem, have a look at:
How do I Register?
You can register online here using any of the payment providors available.
You should receive an acknowledgement confirming your order from the payment providor quite quickly, however that's not the registration information. We will normally email the registration information to you within a few hours. We currently operate a manual order processing system and aim to complete all orders within 24 hours - usually considerably less (depending on the time of day - or night).
The registration information you'll receive from us will be of the form:
To enter the registration information, display the product's "About" dialog box:
For ExpPrint, TouchPro, ConCat/Split, and SpaceCon:
When the application is unregistered, the About dialog shows 2 edit fields where you can enter your Reg. Name, and the product's registration number. You need to enter your registration details exactly as they're shown to you.
If you receive your registration details by email:
If you receive your registration details by letter:
When the information in the dialog fields is correct, press the OK button.
To verify that the registration has worked, close the application, re-invoke it and redisplay the About dialog, and it should now show your registration name, and not the entry fields.
When I enter my registration number, I get an error:
This has happened to a few people using Windows XP. We're not entirely sure why this arises sometimes and not others, but we are trying to identify the situation, and when we have a solid solution we'll issue updated instructions.
The problem occurs because the installation program can't create or write to the following registry key:
If you are familiar with using Regedit, you could investigate further...
Does the bottom list have a check box (albeit maybe greyed) that indicates "Full Control" is allowed? Is anything set for the "Deny" check box?
If Special Permissions is checked, click the Advanced button and check what the Permission column shows there for the user. If that too shows "Special", double click to see the full set of options - is the "Set Value" permission allowed?
If you allow the admin user account to have Full Control over that branch of the registry, and re-run the installation, it should then succeed.
You receive a message telling you to run the program as the machine's Administrator when you try to enter your registration details.
Because of User Account Control (UAC) in Windows Vista it's necessary to run Windows Explorer as the elevated Administrator account to successfully enter your registration details.
For 32-bit versions of Vista, click on Start, All Programs, Accessories, right click on Windows Explorer and choose "Run as administrator". From this new instance of Explorer you should be able to enter your registration details successfully.
For 64-bit versions of Vista:
Open an elevated command window by typing cmd in the Start Search field on the Start menu. When you see cmd listed in the Programs list, right click it and choose "Run as administrator". From the cmd window run the 32-bit version of Explorer by entering the following command:
From this new instance of Explorer you should be able to enter your registration details successfully.
VidRes is registered from the Administrator account, but not from any other user accounts on the machine.
Because of User Account Control (UAC) in Windows Vista it's necessary to run the application as the elevated Administrator account to enter the registration details for all users of the machine.
Open an elevated command window by typing cmd in the Start Search field on the Start menu. When you see cmd listed in the Programs list, right click it and choose "Run as administrator". From the cmd window run the program by entering the following command:
c:\Path to installation\Application Name.exe
From this instance of the application you should be able to enter your registration details and have all users of the machine use it.
I receive an unexpected error message when I perform some operation, how do I report the problem so that you can diagnose it?
First make a note of the details of the exception:
Finally, see if you can reproduce the problem following the instructions you're sending to us. Even if you can't, provided you have the details of the exception as noted above, please send us the information as we may be able to identify the issue from the trace.
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