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Technical Support

If you have questions about Showbook operations, you should first look in this Help file for the answer. If you need Help using Help see your Windows documentation.

If your system is not playing Movie Videos properly you should check your Windows Media Player setup and make sure you meet the Minimum System Requirements. If you need technical support with Video for Windows you should contact Microsoft Windows technical support.

If your system is not playing Sounds correctly, you should check you Sound system setup. Contact the Vendor of you Sound Card for technical support.

If your having problems with your Video display showing Images you should check your Video system Monitor and Video Card. Try different Video Resolutions and Drivers. Contact the Vendor of you Video Card for technical support.

If your question relates to the Windows operating system or your computer/printer, please contact the vendor of that product.

Check the file ReadMe.txt file for more information that was not available when this Help file was created. You can read the file using Windows Notepad by opening the README.TXT file on the Showbook DVD (found in the root directory). 

 

Sandia Software Technical Support Services

Technical Support regarding Showbook is available from Sandia Software between 9:00 A.M. and 4:00 P.M. Mountain time, Monday through Friday. During other hours, or if the technicians are currently busy, you may leave a message and someone will return your call.

If you call technical support, please be at your computer and have the appropriate documentation or materials available. Be prepared to give the following information:

  • The version number of the Showbook Program.
  • The type of computer equipment you are operating.
  • Exact wording of any messages that appeared on the screen.
  • A description of the problem and what steps you have taken to solve the problem.


For technical support regarding Showbook call (505) 821-0014. 

E-mail support services are available 24 hours a day, 7 days a week. To contact technical support with your modem, send electronic mail to: tracks@sandiasoftware.com

Finally, you may find additional information on our World Wide Web site:  http://sandiasoftware.com



Trouble Shooting

Welcome to the complex and challenging world of Multimedia. Your Multimedia computer system is a complex mixture of hardware and software made by many different vendors. If you are having a problem, you should try to isolate exactly which vendors product is experiencing the problem and then review the documentation for that product. Proceed to eliminate possible causes in a step by step fashion until you isolate the exact cause of the problem. In most cases the solution is very simple. The trick is to find which of many possible things needs to be changed.

This Trouble Shooting section is just for guidance and not meant to be complete. You should always know what you are doing when you work on your computer configuration. Make backups of anything you might want to change in case you make an error. 

If you are unable to run Showbook on your system you should first verify that you have the Minimum System Requirements. If you meet the minimum requirements and are having a problem with Showbook operation, the problem is most likely due to something about your computer system configuration. Try running Showbook on another system. Most likely the problem will not occur on the second system. If you are unable to run Showbook on a second system with a different setup, one possible problem may be that the DVD has been damaged.

Check the ReadMe.txt file for more information that was not available when this Help file was created. You can read the file using Windows Notepad by opening the README.TXT file on the Showbook DVD (found in the root directory). 

Multimedia systems have several areas where there may be a possible problem. There is a Video display system, Sound system, DVD ROM, and the Windows operating system that could be the cause of a problem. Try to isolate the area where the problem is occurring. If your problem relates to the Windows operating system, your computer, printer, or mouse check the documentation or contact the vendor of that product.

Video Display

If your having problems with your Video display showing Images you should check your Video system Monitor, Video Card, and software Drivers. Try different Video Resolutions and Drivers. Contact the Vendor of you Video Card for technical support.

If your system is not playing Movies properly you should check your Video for Windows setup and make sure you meet the Minimum System Requirements. If you need technical support with Microsoft Video for Windows you should contact Microsoft technical support.

Sound System

If your system is not playing Sounds correctly, you should check you Sound system setup. Contact the Vendor of you Sound Card for technical support.

Sound Cards normally use IRQ, DMA, or RAM addresses on your system. If you are operating two products in the same system area you may have a conflict between the two.

Be sure your Sound Speakers are plugged in and turned on. 

Many systems have software controls that allow you to set volume levels and other features. Be sure this software is properly setup.

Conflicts with other Software

If you begin to experience a problem during or soon after installing new software or hardware on your system you may be having a software or hardware conflict. If the problem seems to be a software conflict you might re-install Showbook to determine if system files were replaced by another program on the hard drive.

You may get conflicts between any programs that run in the background on your system such as Virus Checkers, Screen Savers, Memory Managers or Windows Shells. Try to remove these from memory to see if the problem goes away.

Messages while running Showbook

Message File Not Found: Be sure the DVD is in the drive and the drive bay door is closed.

Problems running SETUP.EXE
Message Can’t find Setup.Exe 
This message occurs when Windows can not find the Setup program on the DVD. Make sure you are typing the correct drive letter when giving the setup command. For example, if your DVD drive is called drive D on your system, you should type d:setup on the Program Manager Run command line.

Verify that the distribution DVD is readable by listing its files with Windows File Manager or similar program. Try running the setup program on a different computer. If the same problem occurs on a second computer, chances are the DVD is damaged. If the DVD was damaged during shipment, call Technical Support for a replacement.

Try using the File Manager to launch the Setup program (double click SETUP.EXE in the file listing of the distribution DVD).

Setup program starts running, showing the “INITIALIZING...” window, then suddenly stops with no message.
You may be having a conflict with another program that is currently running on your system. Try exiting Windows to remove the program from memory. Then re-start Windows and run the Showbook Setup program again. Be sure no other programs are running on your system (this may include any programs that start by having their Icon in the Program Manager group titled Startup and/or any memory resident programs like virus checkers, screen blankers, clocks, etc.)

Video Resolution

Computer Monitors and the Video Display Card can normally be set to run in several different screen resolutions. You may change the number of pixels (dots) to be shown on the screen and you can vary the number of colors possible for each pixel. You should consult your Monitor and Video Card documentation for more information.

Resolution is a term used to talk about the number of pixels currently showing on the Monitor. The minimum resolution required for Showbook is 1078 pixels across by 724 down (1078x724). What this boils down to is how big the pictures look on your system and what quality they appear . As you go up in screen resolution you are viewing more pixels on the screen. Because there is a one to one correspondence (when viewed at actual size) between the pixels in an Image bitmap and the pixels on the monitor, as you increase screen resolution Images will appear smaller on the monitor with higher quality. 

Color Resolution

Just as you can adjust the screen resolution you can also change color resolution with most Monitor and Video Cards. You must be capable of displaying a minimum of 64,000 colors to use Showbook. Higher color resolutions are possible if you hardware supports it. The Images and Movies included on the DVD are 24 bit color. This means they have millions of possible colors. You should have your system set to show a minimum of 64,000 colors (you can change your video resolution in Windows Control Panel-Display-Settings). If your Monitor is in 256 color mode a palette of the closest matching colors will be created, but the image will appear blocky and washed out. 

Video Drivers

Windows uses Video Driver software to send the screen information to your Computer Video Card (a circut board located inside your system box). In turn, the Video Card sends the information to the Monitor. Windows is famous for conflicts caused by the Video Drivers which are supplied by the Video Card Vendor. If you are experiencing problems with your Video display you should contact the Video Card Vendor. They may have Video Driver software updates that will solve the problem.

 

 

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