If you have any problems with our software please contact us: Problems, and we will work with you to get your training up and running.
Our software is 100% compatible with all versions of Windows from Windows 98 to Windows Vista and all computer brands. Our training videos can also be played on most Macs (more info on our Mac page).
Unless a disk is defective all problems with running our software are either settings that need adjusting on the computer or a conflict with other software running on the same computer. These problems can usually be easily fixed using the instructions below.
We have a lifetime guarantee to cover any defective disk and will replace any defective disk free of charge for as long as you own the software.
If you do not find a solution to your problem in our list below then please email us at
sales@howtogurus.com with a complete description of the problem and we will work with you to get the program up and running.
General Tests
If you received more than 1 disk be sure to test all disks. If the problem is the same on all disks then it is most likely a computer setting. If the problem is only on one disk out of a set then it could be a defective disk.
Try the disk on other computers if possible. It is best to test the disk on a computer that has a different set up or is a different brand from your main computer. Offices will frequently install all of their computers with the same hardware and software configuration. If the problem is a computer problem you would receive the same error on different computers if they were configured the same.
Many older DVD players have trouble playing our DVDs. We usually recommend exchanging the DVDs for the CD version of our training if this is the case (exact same training, just different disk type).
Main problem areas:
Macintosh Users
Disks appear blank, or don't run
Image too large for screen
Sound OK, Video Blank
Video quits before finishing
Program quits while playing video
Image blurry
Sound out of sync with video
DVD runs, but videos don't play
No sound
How to take a screenshot of the program
Other problems, Hardware issues
Dell, HP DVD drive not playing DVDs or reading as blank
Macintosh Users
Although our products are designed for the Windows operating system, they can be used successfully on a Mac. The only reported problem with Mac OSX is no sound on some systems. Here is the fix:
No Sound on Mac OSX
Please visit our Mac page for more info.
Disks appear blank, or don't run
There are lots of problems that can cause this situation, so it is a difficult one to pinpoint. This problem is almost always with the DVD version of our software and usually means that there is a program on the computer that speeds up disk access which interferes with the playback of our disks. The easiest solution for this DVD specific problem is to exchange the disks for the CD version of our training.
If you have this problem with a CD and you are running a Dell or HP computer then you may have the Dell-Sonic problem. Please refer to the instructions near the bottom of this page.
Problem: Image too large for screen
Setting Screen Resolution
- To change the resolution of your monitor (size of image on screen) follow these steps:
- Right click anywhere on the desktop, away from any icons
- Select "Properties" from the popup desktop menu Select the "Settings" tab
- Here you will find a slider control for "Screen resolution"
- Move the slider control towards the right, towards "More"
- This will increase the resolution
- You will see the new resolution below the slider control.
- You should have several to choose from
- To properly use the software you need your screen set to at least 1024x768.
- This is the best size for the program.
- You can also use 1152x864.
- Once you have selected the new resolution click the OK button
- The screen will reset to the new resolution and ask you if you want to keep this setting.
- Click Yes to keep this setting
- The program should play fine now.
Some computers have slightly different layouts for above instructions, but they will be very similar.
Problem: Sound OK, Video blank
Problem: Video quits before finishing
Problem: Program quits while playing video
Problem: Misc. problems
Disabling Hardware Acceleration
Most video playback problems can be solved by turning off Hardware Acceleration
Windows XP
- Right click anywhere on the computer desktop, but not on a program or icon.
- Click on "Properties" from the popup desktop menu, this opens up the Display Properties dialog box.
- Click on the "Settings" tab
- Click on the "Advanced" button, this opens up the Monitor Advanced
- Properties dialog box (may not be named this)
Click on the "Troubleshoot" tab
- Here you will find a slider control for Hardware acceleration.
- Move the control all the way to the left at None
- Click the OK button, this dialog box will close
- Click OK again to close the Display Properties dialog box
- Hardware acceleration is now turned off
- Try the training program again, this solves 95% of all unusual video problems.
Windows Vista
- Right click on the desktop,
- Click on Personalize,
- Click on Display Settings,
- Next, in the same dialog box,
- Click on the Advanced Settings button,
- Click on the Troubleshoot button,
- Here you will see a button named Change Settings,
If you can click on this button it will open a window allowing you to adjust the Video Hardware Acceleration setting,
- Set the slider control to None, this usually fixes most playback problems.
- Unfortunately this control setting is not available on many Vista machines.
Some computers have slightly different layouts for above instructions, but they will be very similar.
Problem: Image blurry
Problem: Sound out of sync with image
Problem: DVD runs, but Videos don't play
Lowering Color Quality
- Windows 2000:
- Right click on desktop (but not on an icon or program)
- Click on Properties from the popup menu
- Click on Settings tab
- In the Colors drop down menu, change setting to "High Color (16 bit)"
- Click OK
- Windows XP:
- Right click on desktop (but not on an icon or program)
- Click on Properties from the popup menu
- Click on Settings tab
- In the Color Quality drop down menu, change setting to "Medium (16 bit)"
- Click OK
- Windows Vista
- Right click on the desktop,
- Click on Personalize,
- Click on Display Settings,
- In the Color drop down menu, change setting to "Medium (16 bit)"
- Click OK
Some computers have slightly different layouts for above instructions, but they will be very similar.
Problem: No Sound
Reduce Sound Sample Rate
- Windows XP:
- Open control panel
- Open Sounds and Audio Devices
- Open Voices Tab
- See Voices Playback - Open Advanced
- See Advanced Properties - Open Performance
- Drop slider of "Sample Rate Conversion Quality to GOOD"
- Close-up
- Restart system.
- Mac OS X:
- The solution to solve the no sound or audio output is to reset the audio setting in Mac OS X to original configuration:
- Open “Audio MIDI Setup” (/Applications/Utilities/),
- then check the “Audio Output” setting.
- Change the “Audio Output” setting to 44100.0 Hz.
- Quit Audio MIDI Setup.
- If the Audio Output setting is grayed out or disabled, go to “Properties For” tab in Audio MIDI Setup, and select “Built in Output”.
Other Problems: Hardware Problems
Known Issues
We have had very few issues with our current titles, but when an issue is identified we will list it here.
Problem: The videos only play part way through and then the video stops, or the program exits.
Cause: This behavior has only been reported 2 times and in both cases the problem was traced to Pinnicle CD and DVD Rom burning software being installed on the system. This only causes the videos to hang if the videos are played from the CD.
Solution: The only solution we have come up with so far is to copy the CD to the hard drive and play the program from there. Or to copy the videos to the hard drive and play the videos directly from the hard drive. The videos are located in the "files" folder.
Dell, HP DVD drive not playing DVDs.
Dell, HP DVD drive seeing DVDs as Blank.
Problem also seen occasionally on IBM and Gateway.
This problem is frequently caused by a program on called Sonic DLA. This program allows you to drag and drop files onto your DVD drive.
This problem is mostly seen on Dell and HP computers. We have only had one report on Gateway and IBM.
You should first go to the support web site and see if there is a software upgrade available for your version of Sonic. This solves most problems.
Dell Support Dell Home Page
HP Support HP Home Page
Gateway Support Gateway Home Page
IBM Support IBM Home Page
Our software is incompatible with older versions of Sonic DLA. Click on this link for PDF instructions on how to turn off Sonic DLA. These instructions are from Dell but also work for HP, Gateway, and IBM.
Dell - Disable Sonic DLA.pdf
Another thing to check on is the DMA setting. Here is another set of instructions.
Dell - Confirm that DMA is enabled.pdf
Note: The Tech's at Dell Support actually suggest that people remove Sonic DLA from their Dell computers, it causes lots of problems.
Also, some Dell, HP, Gateway and IBM computers will simply not play our DVDs, no matter what. We have had no problems with our CDs playing on these computers. If you have a Dell or HP and the above instructions do not help just let us know and will will gladly exchange the DVD set for a CD set.
How to take a screenshot of the program
- Start the program from the CD.
- Go to one of the lesson pages where the video is playing
- Once the video is playing, hit the Print Screen button on your keyboard. This saves the screen to the Windows clipboard.
- Go to the Start Menu and Click on All Programs (Win XP) or Programs (Win 2000)
- Click on Accessories
- Click on Paint - this opens up Windows Paint
- Click on Edit, then click on Paste in the Edit menu, this pastes the screenshot into Paint
- Click on File - Save and save the file as a jpeg file.
- Send this screenshot to us at
sales@howtogurus.com so that we can analyze the problem.
