Unexplainable Crashes, Errors, or Problems

If you are experiencing a number of unexplainable crashes, errors, or problems while using our software, there are a number of steps you can try to fix the problem.

1. Please make sure you have the latest version before trying to find out how to solve the problem.

2. Disable all applications, including background applications like virus protection software, and screen savers, and then retest the problem. One of your applications could be conflicting with the software.

3. Most versions of Windows can start up in Safe Mode. See your Windows Help for instructions on starting your computer in Safe Mode. Start in Safe Mode and retest the problem. If the problem does not occur in Safe Mode, it is most likely a video driver problem. You could contact the manufacturer of your video driver to see if there is a more recent driver available (which you can usually download from their web site for free).

Windows NT users can restart their computer in VGA mode. Simply select "Windows NT [VGA Mode]" from the boot startup list after restarting your computer.

4. If using a Macintosh, one of your extensions may be conflicting with our software. First check the Compatibility Issues page. Otherwise, open your Extensions Manager control panel, choose the MacOS Base extension set from the drop down list, then restart your computer and retest the problem. If the problem does not reoccur, then one of your extensions was causing the problem.

You can use the Extensions Manager (control panel) to determine which extension was causing the problem. The fastest method is to turn on your normal extensions, restart the computer, then disable half of the extensions, restart the computer, and retest the problem. If the problem does not occur, the conflicting extension is in the half you disabled. Turn half of those extensions back on, restart the computer and retest the problem. Keep using this method until you determine which one is causing the conflict. We would also appreciate if you could fill out a Software Problem Report to let us know which extension was conflicting with our software.

5. See if the problem is reproducible. Open up a new page in the program you are in, and see if you can reproduce the problem. If you cannot reproduce the problem, a setting within the particular file that is causing the problem is probably to blame.

6. Reinstall the software. Sometimes settings are changed, or files are moved which can cause a number of errors. By reinstalling the software, default settings are reset, and files are put in the appropriate places.

Problems After Upgrading Software  (top)

If you are experiencing problems after upgrading our software, make sure that the correct version is launching.

Windows
If the correct version is not launching, make a back up of any files you created with our software, then uninstall or manually delete our software and reinstall the most recent version. Typically, you can uninstall our software using the Windows Add/Remove control panel, but some older versions of our software did not support this, in which case, you will need to manually delete the folder our software resides in.

Macintosh
If the correct version is not launching, trash the old version and rebuild the desktop. (To rebuild the desktop, hold down the Command and Option keys during the restart of the computer.) If this does not help, reinstall our software.

On-Screen Text Problems  (top)

1. Try using a different font.

2. Try reinstalling the font or fonts causing the problem.

3. Try switching the resolution of the monitor and/or the number of colors used.

Printing Problems  (top)

• Check with the printer manufacturer to be sure that you are using the most recent printer driver for your printer.
• Try a different printer.
• Try a different printer driver.
• Try reproducing the problem in a new document because one of the settings in the document you are printing from might be causing the problem.
• Try turning the printer off and on.