Welcome to Sunday Software Support
Below on this page is a list of QUICK FIXES to COMMON PROBLEMS associated with our software. The “Common Solutions” below answer 90% of customer tech questions. Please read them first. After reading our tech notes, if you need help, don’t hesitate to email me at firstname.lastname@example.org <>< Neil
Other Helpful Links:
- Each CD’s teaching guide has gameplay and some tech tips
- View our latest hardware recommendations
- Questions about upgrading to Windows 8 or 10
- Quicktime, should I UN-install it? (No. You need it. Read why.)
IF YOU NEED PERSONAL TECH SUPPORT…
I’m glad to offer personal tech support to my customers. 95% of the time, however, I’ll point you to a solution here at our site. If you need more help than that, be prepared for me to ask you for specific details, such as, the exact wording of the error message, how you’re logged into your computer, how much ram and videoram you have, and exactly WHEN the error is occurring during operation.
- If your computer is more than 6 years old, I MAY ask you for a “Direct X Diagnostics Report” about the computer. They are easy to create. Open the toggle below for instructions on how to create that report.
If you need my personal tech support, and the “common” solutions have failed, and your COMPUTER THAT IS MORE THAN 5 YEARS OLD I may ask you to create a “DirectX Diagnostics Report” for me to look at. Not always but sometimes!
Fortunately, they are really easy to create, and will tell me important things about your system resources and video chip and driver.
Read more about creating a DXDIAG report….
DXDIAG is short for “DirectX Diagnostics” which is built into Windows. Running it can generate a simple text report can tell us about your video card, video driver, video ram, processor and system memory (ram).
Here’s how to run Direct X Diagnostics on your Windows operating system.
1. Click your Windows desktop START button (the windows pearl located in the lower left of your desktop). A menu will pop up.
2. Type the letters DXDIAG in the “RUN” field (XP) and click OK
Or… type DXDIAG in the SEARCH field (Vista/Windows7/8).
In Vista and Windows 7/8 you’ll see the file dxdiag.exe appear in the search results.
Click dxdiag.exe to open DirectX Diagnostics.
3. View the DirectX Diagnostics Page.
The first page tells you about your computer and operating system. You can click on the “Display” tab to look at your video/graphic chip and driver info.
4. Click the button that says “Save All Information” …..and email me that simple text file,
It will prompt you to save this info as a text file somewhere on your system. If the computer in question is not connected to the internet, you need to save that text file to a USB flash drive (memory stick/card) or to a disc, and bring it to another computer to email the file to me.
If you’re a customer of ours, STOP HERE and EMAIL your DXDIAG text file to email@example.com
I’ll research your info and get back to you.
If you’re not our customer….
5. Click the “Display” tab to see vital information about your video/graphic chip.
Write down the NAME and model number of your video chip, and the DATE for the video driver you have. It’s all in the dxdiag report if you want to just save it and view it.
Next…. Go to your computer manufacturer’s website to see if they have an UPDATED video driver for your computer (one with a newer release date than the one seen in the DXDIAG report). In some cases, you may need to go to the video chip company website to see if they have an updated driver.
Menus and multimedia not working or crashing?
Did you recently get a new computer?
Then you probably need to install the latest version of Quicktime for Windows from Apple’s website: https://support.apple.com/kb/DL837
QUICK FIXES FOR COMMON PROBLEMS
“I read that I should uninstall Quicktime from my computer. Is this true?”
- No you should not uninstall Quicktime. Instead, you should install the latest version of it, and the latest update to your browser. Read our expert advice: Quicktime, should I uninstall it? In short, Apple has removed the browser plug-in from the latest/last version of Quicktime so that there is no security issue. Read our full article.
“I recently upgraded to Windows 10 and….”
We have received a couple of reports from church techies who have upgraded Windows XP/Vista/7 -era computers to Windows 10 …and report a video/display problem with some program. Many graphic chip sets and their graphic drivers made for earlier machines are not fully compatible with Windows 10. Fortunately, there are some workarounds. See this report for solutions.
As well, when upgrading to Windows 8 or 10, be sure to update your computer’s version of Quicktime for Windows. While Apple is no longer updating it, it is still required for many multimedia software programs. Go to https://support.apple.com/kb/DL837
Security Pop-Ups, Administrative Permissions
We recommend always installing a program and running it while in the full admin user account. If you have set up a limited user account, log back in as the admin.
Watch for Windows security pop up windows which appear UNDERNEATH installation and message boxes, instead of out where you can see them. Look on your taskbar for a throbbing Windows permission box patiently waiting for you to act on it!
If your computer has over-zealous security software, it may be interfering with the operation of a program or a function the program wants to access. This is especially true of newer security programs over-reacting to older software. To test if this is the problem, temporarily disable or turn off the security program.
Video, Animations not working, Quicktime Issues
Windows 10 can’t install Quicktime for Windows, videos or software menus aren’t running or they crash on my new Windows 10 PC.
Install Quicktime 7.7.9
Quicktime keeps asking to install itself when I go to run or install a program.
Animation or Menu or Video Won’t Run…
These are classic “QUICKTIME” issues which are easily solved by downloading the latest version of QUICKTIME for Windows. Install Quicktime 7.7.9 Many programs use it to run videos, animations and menus. If you don’t have the latest version installed, strange things can happen. If your computer is connected to the internet, this is a no-brainer. If your computer where the problem is occurring is NOT connected to the internet, then go to one that is, download the QT installation program, copy it to a flash drive (aka thumb drive, memory stick) and take that drive to the computer in need and install it from the drive.
Stuttering Video? In some cases, you may need to UN-CHECK the “3d hardware acceleration” option in the Quicktime control panel. Click here to see a graphic showing you where the QT panel is and how to do this.
A customer reports this solution solved their “stuttering video” problem in our Prodigal Son CD after they tried to install it on their new Windows 10 machine. When you deselect 3d acceleration, it simply changes the way Windows handles the video. It doesn’t turn off anything important.
Animated menu and Bible Time Theater Videos Won’t Run in Life of David, Paul, Daniel, Noah
Install the older version of Quicktime found on the CD. Use Windows Explorer to locate the Quicktime installation program on the CD (probably named QT32.exe). During the installation of QT, select “SKIP” or “No” when it asks if you want to search for other versions, otherwise the installation may hang. If you get a “disk full” msg in XP or any other crazy error, log in as the admin, and also try RIGHT clicking the qt32 file and selecting Run as Admin to enable permissions for the installer.
NOTE: Remember to RIGHT CLICK the Quicktime qt32.exe file and select Run As Administrator to install it. If you don’t, you’ll get a crazy error message.
“Macromedia or Director Has Encountered a Problem and….”
Install the latest version of Quicktime for Windows. It’s free from www.apple.com/quicktime.
OTHER QUICK FIXES
Program won’t install, start, or crashes…
- Be sure you’re logged into the computer as the main user.
- RIGHT click the program’s Desktop icon and select RUN AS ADMINISTRATOR and see if that solves your problem. Doing this solves about half the tech support inquiries I get.
Game Screen Minimizes or “closes” to the taskbar during play…
1) You may accidentally be activating Windows “sticky keys.” Press your SHIFT Key rapidly 5 times. This will prompt the Window’s “sticky keys” feature to open. Select “No”. If this doesn’t help, do one of two things or both: (1) Update your video driver. Window minimizing during game play is a known issue with some video chip drivers. (2) Turn off programs that may be trying to update in the background. Pop up windows often interfere with game processes.
or 2) You may have accidentally hit the Windows Key on your keyboard during game play. It happens! Many games don’t like be minimized and will crash if you hit the Windows Key. Depends on your keyboard layout, but I train my students how to avoid the Windows Key.
Sound too low on laptop
Laptop volume controls and speakers are notoriously weak. Open your sound controls and make sure all the sliders are up. Plug in a set of amplified computer speakers to test. We recommend that computer labs have amplified computer speakers for their laptop(s).
TIP: They sell small single “extension speakers” for laptops for $20 at office supply stories. They plug into your USB port and headphone jack, and work quite well. I even use them for DVD-movie playback.
Try Adjusting the Windows Compatibility Setting for the Program…
RIGHT click the program’s Desktop icon and select Properties / Compatibility and select Run as XP to see if that solves your problem.
Other things to try:
Inspect the CD for defects and smudges.
Try the program on another computer. This is a great test to see if the problem is with your computer or with the software.
Try re-installing the program.
If the program is running from the CD, try copying the entire contents of the CD to a folder on your harddrive and run it from there.
If you have MAC OS 10.7 or higher
Please be advised that many of our softwares, including many authored on a Mac, no longer work on Macs due to Apple’s lack of commitment to backwards compatibility. Great machine and OS, but lousy for those of you who need to be able to run what’s available, and run it for years of use. Whether you like Mac or hate Windows is completely irrelevant. PC is the only logical way to go with Christian software.
If your software screen is NOT FILLING THE SCREEN…
Software appears “small” on the screen….
This is a common problem when your screen resolution is set way too high. The software’s screen looks ‘small’ in the middle of your giant monitor, or a monitor who’s screen display resolution is set too high for multimedia software. Newer monitors/computers tend to be set for browsers, wordprocessors and big screen displays, whereas, many older software programs and games operate in a more “fixed” resolution capacity. Their native screen size is often set to 800 x 600. And thus, you want to be set as close to that as you can.
For most OUR software, go into your Windows Control Panel and set your DISPLAY resolution to either 800 x 600 or the next level UP from that. Teaching your teachers how to do this is an important skill as sometimes you’ll come into your lab and the display resolution will be set wrong.
For some of our older programs, like Life of Paul, Daniel, etc, their native display size is 640×480. In Windows Vista, Windows 7 and Windows 8, you can RIGHT CLICK your software’s desktop icon and set it to appear in a 640×480 window.
Only some game/software can adjust to wider screens. Sometimes that adjust depends on your graphic card’s capabilities. See the next article about that.
Adjust the Appearance of FATNESS on Wide Aspect Monitors…
Read this article to adjust how some programs appear stretched or fat on some wide aspect monitors.
SOLUTIONS FOR OLDER SOFTWARE NO LONGER IN OUR CATALOG:
We still support the software we sold long ago and is no longer made. Email firstname.lastname@example.org your CD’s title and the version of Windows you are trying to run it on, and the specific error you are encountering.