Technical Support

 

If you're not sure which version of Windows you have, go to your Start Menu. If you have a search box, you are running Vista or Windows 7. To find out which, type winver into your search box & press enter.
If you don't have a search box in your Start Menu, you are running Windows XP or earlier.  Select the Run command from your Start Menu & type winver and press enter.




Q: Do you have any software available that works on OS X 10.7 Lion or 10.8 Mountain Lion?
A: No we do not, unfortunately it is not backward compatible (thank you Apple ;)

 

Can I play my pre-OS X games on my Mac OS X 10.5 Leopard or 10.6 Snow Leopard?

 

Which games can I play on Windows 7?

How do I know which version of Windows I am running?

I get a 64-bit error message when attempting to install or play my software 

What is the difference between 32-bit & 64-bit & how do I know which I have?

Help! I have 64-bit Windows 7 & have older software I want to use, what are my options?


Should I do Windows updates, and how exactly should I do them?

How do I know if a game will work on Vista?

My game either won't install or won't play

Program won't install - Safe Mode installation

Vista - program won't install

Vista - program doesn't look right

Vista - should I install the version of QuickTime, DirectX & Adobe included with my program?  

XP - program won't install - Program Compatibility Wizard

XP - program won't install - clean boot procedure

XP - program doesn't look right

QuickTime troubleshooting

XP - updating your sound card driver

XP - updating your graphics card driver

XP - 16-bit MS-DOS Subsystem error message

Contact for further technical support



Windows 7

Which games can I play on Windows 7?

We have created a Children's Software for Windows 7 category that you can safely shop from

How do I know which version of Windows I am running?

Go to your Start menu and if you have a search box directly above the Start button, you are running Vista or Windows 7. To find out which one, type winver into it & press enter, & a window will pop up.

If you don't have a search box above your Start button, you are running Windows XP or earlier. On the right side of your menu you should see the Run command. Click on it & type winver into the box & press enter to view the advice window.

 What is the difference between 32-bit & 64-bit & how do I know which one I have?

 What is the difference between 32 and 64-bit Windows?

The terms 32-bit and 64-bit refer to the way a computer's processor (also called a CPU), handles information. The 64-bit version of Windows handles large amounts of random access memory (RAM) more effectively than a 32-bit system. 

To find out if your computer is running a 32-bit or 64-bit version of Windows in Windows 7 or Windows Vista, do the following:

  1. Open System by clicking the Start button, right-clicking Computer, and then clicking Properties.
  2. Under System, you can view the system type, & if it is 64-bit it will clearly state so. If it doesn't state 64-bit system, it will be 32-bit. 

If your computer is running Windows XP, do the following:

  1. Click Start.
  2. Right-click My Computer, and then click Properties.
    • If you don't see "x64 Edition" listed, then you're running the 32-bit version of Windows XP.
    • If "x64 Edition" is listed under System, you're running the 64-bit version of Windows XP.

I get a 64-bit error message when attempting to install or play my program
 

How to fix the following error message:

"This version of this file is not compatible with the version of Windows you're running...you need x86(32bit) or x64(64-bit) version of the program..."

Option 1. 
  1. Insert CD into the computer
  2. Open “Computer”
  3. Right click on CD ROM drive where the program CD is located
  4. Select “open”
  5. Open “Install” folder
  6. Double click on “SETUP32.exe” 
  7. Follow on screen instructions to install program

    There will be another error message after the install because by default it tries to run the old 16-bit file to start the program.  Be sure the complete the steps below to complete the installation.
Running the software:
  1. Insert CD into the computer
  2. Open “Computer”
  3. Right click on CD ROM drive where the program CD is located
  4. Select “open”
  5. Open “Install” folder
  6. Right click on “SETUP32.exe”
  7. Select “Send to”
  8. Select Desktop (create shortcut)
  9. Double click on “SETUP32.exe” on the desktop to run the program
Note: this only has to be done once. Every time you wish to run the program just double click on the “Setup32.exe” on the desktop. CD must be inside the computer’s CD ROM drive (or the image on a virtual drive) to successfully run program.
 
Option 2.  Open the cd-rom and view the contents. Look for a file with the number 32 in it that is an Application File type (this tells you it's the 32-bit version).  It could be located inside a folder called Setup or Install.  Right-click on it & select Run as Administrator to see if that begins installation successfully.  If not, it is possible your internet security program (especially Norton, McAfee or Symantec products) is interfering with installation, and you should try the same while in Safe Mode.

Help! I have 64-bit Windows 7 & have older software I want to use, what are my options?

Option 1.  Dual boot your Windows 7 PC with XP (requires XP 32-bit installation disc). There is a great step-by-step article available here: howtogeek.com/howto/8790/dual-boot-your-pre-installed-windows-7-computer-with-xp/ (please add the 3 w's to your browser address bar when copy & pasting)

Option 2. Windows XP Mode and Windows Virtual PC, available on Windows 7 Professional and Windows 7 Ultimate as a free download, allow you to run multiple Windows environments, such as Windows XP Mode, from your Windows 7 desktop.  For further info go to microsoft.com/windows/virtual-pc/ (please add the 3 w's to your browser address bar when copy & pasting)
So if you have the Home Premium version, you could upgrade & get it for free, or use your old XP installation cd-rom and a free virtual pc program, there are quite a few available if you do a search.

For further information, there are a couple of good articles at howtogeek.com/howto/13359/installing-the-updated-xp-mode-which-requires-no-hardware-virtualization/ and  howtogeek.com/56158/beginner-how-to-create-a-virtual-machine-in-windows-7-using-virtual-pc/  (please add the 3 w's to your browser address bar when copy & pasting)


Option 3. Get an old XP PC from someone that has upgraded or even buy a cheap one off Ebay.  It’s a good investment so you have a large back catalogue of software you can use, and it keeps the kids off your PC.

The simplest solution, if you don’t have an old XP disc laying around, is the last.

 

Should I do Windows updates, and how exactly should I do them?

The simple answer here is yes, you should always do Windows updates.  This is how:

Firstly, go to your Start Menu> Control Panel> System and Security> Windows Update (link in green on right side of window) > Change settings (on left side of window).  Match your settings to the ones below & click OK.




Prior to installing Windows updates, you should always create a restore point & name it something logical. To begin, go to your Start Menu and type "Create a restore point" in your search box. Click on the one & only link that appears & the following window will open:



Click on your main drive, normally named C. It will be highlighted in blue. Now click on configure & match the settings to be at a minimum the same as those below:


Once that is done, click on Apply, then click on OK, to go back to the previous window. Ensuring Drive C is still highlighted, click the Create button & you will be asked to name your restore point.  We use the same formula with all our restores, using the date to quickly & easily identify them.


The restore point will take a minute or two to be created, then you will see the completion advise pop up & you can Close & exit out of there - too easy!




 Windows Vista

  1. My program won't install. What can I do?

Option a: From the Start Menu go to My Computer and find your cd-rom drive. Right-click on it and select Explore. This will show you all the files on the cd-rom. You should look for a file called Setup or Install and has Application in the File Type column. Right-click it and select Run As Administrator for best results.

Option b: Use the Program Compatibility Wizard by clicking the Start button, clicking Control PanelProgramsPrograms and FeaturesUse an older program with this version of Windows

Get the system requirements from your packaging and select them if requested. The ones you need are operating system ie Windows 95, 98/Me, 2000 or XP SP2, display setting of 640x480 and 256 colours if applicable. We recommend you tick everything that starts with Disable and on the following page tick Run as Administrator.

 2. My program installed OK, but just doesn't look right.  What can I do to fix it?

You can try using Windows compatibility mode. Right-click the the program shortcut or executable (*.exe) and choose Properties from the context menu that appears. A window will appear displaying the different properties of the application organised in tabs. Selecting the Compatibility tab allows for various, newer features of the operating system (Windows Vista) to be disabled when running this program. Additionally, the Compatibility tab gives the option to run your application as it is intended for Windows XP (Service Pack 2) or for almost all other previous versions of Windows, as available from the drop-down menu. After choosing the compatibility mode for the operating system in which your application runs correctly, click Apply then click OK to save the changes.

If neither of those options work, check the program manufacturer's website for any updates or patches.

 3. Should I install the version of QuickTime,DirectX and/or Adobe Acrobat Reader that comes with my program?

Various versions of QuickTime programs can co-exist happily on your PC, & they are not all backward-compatible, so please install the version that came with your game on Vista.

We recommend you download and install the latest versions of DirectX & Adobe Acrobat prior to installing any software, as previous ones may not be Vista-compatible (DirectX version 10 is Vista compatible & came standard with Vista when it was first released).  DirectX should pick up that you have a newer version and skip that step.  

Here are the links to get the latest versions:

Adobe Acrobat Reader - http://www.adobe.com/products/acrobat/readstep2_allversions.html 

You will have to choose Windows Vista from a list that drops down.

We recommend you untick the option of the Google Toolbar.

DirectX - this an optional update from Microsoft if a new version is released. Vista comes standard with DirectX10. To check for updates you can go here http://www.update.microsoft.com/microsoftupdate/v6/default.aspx?ln=en-us 

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 Windows XP

 

 1. My program won't install, what can I do?

A. You should use the Program Compatibility Wizard to install it. Windows XP allows different options for viewing graphical interface. The following procedure assumes that the default Windows XP view settings are used, rather than the Classic Start Menu View.

  1. Verify the Minimum System Requirements of the program that is to be installed. (This information will be needed as the procedure below is completed.) 
  2. Insert the program (or installation) CD into the CD-ROM drive.

    NOTE: If a program installation screen appears prompting you to install the program, click the selection (i.e., No, Cancel or Exit the Installation, etc.) that will cancel the installation, and return to the desktop.
  3. Click Start on the Windows taskbar.
  4. Click All Programs, choose Accessories and select Program Compatibility Wizard. The icon appears as a question mark (?). The Program Compatibility Wizard Welcome window will open.
  5. Click Next.
  6. Click the "I want to use the program in the CD-ROM drive" radio button.
  7. Click Next. A window presenting the different Windows Compatibility Modes will open.
  8. Click the button next to the desired Compatibility Mode and click Next. (Consult the Minimum System Requirements of the program that is to be installed [Step 1] for system information.) The window that appears allows for the selection of 256 Colours and/or 640 X 480 Pixel Screen Resolution.

    NOTE: These display settings are not available options in Windows XP. They are only available when running a program in Program Compatibility Mode. The only reason to choose either of these settings is if you are experiencing difficulty installing or running an older application designed to run in MS-DOS, Windows 3.1 or Windows 95/98. If all options remain unchecked, then the current Colours and Screen Resolution settings will not be altered.

    By default, Windows XP uses visual themes that may change the appearance or behaviour of other programs, especially those games or educational programs that include intensive graphics and animation. To prevent the visual themes from affecting these programs, check Disable Visual Themes.
  9. Click Next. A window showing the heading "Test Your Compatibility Settings" will appear. In addition, the settings that you selected will appear.
  10. Verify that the settings are correct.

    NOTE: If the settings are not correct, click the Back button to return to the previous screen (or screens) and make the necessary changes.
  11. With the correct settings selected and showing in the "Test Your Compatibility Settings" window, click Next. The program installation will begin.
  12. Follow the prompts to install the program.
  13. After the installation is complete, play around in the program until you are satisfied it is as it should be. Close the program to return to the Program Compatibility Wizard.

    NOTE: After the program is closed, the window with the "Did the program work correctly?" question will reappear. The "Yes. Set this program to always use these compatibility settings" will be selected.
  14. If the program functioned properly using the compatibility mode that was selected  above, click Next - the Program Compatibility Data window will open -and continue.

    NOTE: If the program did not function correctly, you can repeat the above procedure, choosing different compatibility settings.
  15. In the window that opens, select Yes or No and click Next. The Completing the Program Compatibility Wizard window will appear.
  16. Click Finish to close the window.
  17. Launch and use the program

----------------------------------------------------

 B.  If that didn't work for you, you have bigger problems - probably software conflicts.

 

 

Anti-virus, anti-spyware, pop-up blockers and firewalls are all known to cause such issues. They run in the background so you don't think of them when you are instructed to close all open programs before installing software. You will need to Perform a clean boot and try installing your game again.

 

 

How to Perform a Clean Boot in Windows XP:

   

1. Click Start, click Run, type msconfig in the Open box, and then click OK.
2. On the General tab, click Selective startup.
3. Click to clear all of the check boxes under Selective startup.
4. Click OK. When you receive the message to restart your computer, click Yes. Turn your modem off at this point as your PC will be unprotected.

5. After the computer restarts, you will have a box warning you that you changed the way your PC starts. Don’t worry about that, it’s just a warning in case you did it accidentally.

6. Click Start, click Run, type msconfig in the Open box, and then click OK.  Look closely at the General tab to ensure that the check boxes that you cleared are still cleared. If none of the check boxes are selected, proceed to installing the software.

 

Reinstall the Game
To reinstall the game, use the Program Compatibility Wizard instructions in Section 1.

Note: To restore your original Startup options, click Normal Startup instead of Selective on the General tab in the System Configuration Utility tool (msconfig) once you have finished.

------------------------------------------------------------------------

 

 

 C.  If that fails try installing in Safe Mode.

 

How to install a game in Windows Safe Mode:

 

  1. You will need Administrator privileges to do this. 
  2. Disconnect the internet from your computer, or simply turn your modem off, as you will not be protected by your antivirus or internet security programs in Safe Mode.
  3. Start your computer and as soon as it starts press the F8 button once every 1-2 seconds, until the option to start in Safe Mode appears. You don’t need the network support option, but if it gives you a cd-rom support option, you should use that option, otherwise plain Safe Mode is fine.
  4. Your display may look different because the only thing loading in Safe Mode is Windows itself. This eliminates background programs so they can’t interfere with software installations.
  5. Try installing the program. If it works, once installed, you can reboot your PC, reconnect to the internet & play it normally, it’s only the installation process that should require Safe Mode.

 2. My program installed but the colours don't look right or the screen is too small.

Just right-click on the executable file (the shortcut that you use to start the game on the desktop or in the Start Menu), select Properties and then Compatibility. You will need to select a previous version of Windows - see your item description or packaging System Requirements and choose the oldest one availabe for best results.

256 colours should fix the colour problem and 640x480 display will enlarge the display window.

Check the options that relate to your item (see your item description or packaging System Requirements), select Apply and then OK.  Try the program again. Ensure you always use this shortcut for the game from now on or compatibility will not be applied.

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MAC OS X 

 Can I play my pre-OS X games on my Mac OS X 10.5 Leopard?

The simple answer is no, but if you have games you would really like to play and are looking for a way around it, check out the link below for Sheepshaver - an alternative to the now defunct Classic Mode

http://lowendmac.com/mac2win/08m2w/sheepshaver-for-mac-os-x.html

Your only other options are to dual boot with a previous OS X version with classic mode or an OS version (System 7 to 9) as well.

For games that will work on OS X 10.5 Leopard and 10.6 Snow Leopard click here

Windows Vista

 How do I know if a game will work on Vista?

Unless a game clearly states Vista in the green System Requirements section, please do not just assume that it will work on Vista. Contact us to see if we can test it for you prior to purchasing. Most often we will be able to do it within a couple of days & get back to you. 

 

GENERAL COMPUTER ADVICE

QuickTime troubleshooting guide

From Apple:

·         Make sure your PC meets the system requirements.

·         Try running the stand-alone version of the QuickTime installer in "Safe Mode." This can help to isolate issues with background applications, and some driver conflicts.

·         Make sure you have the latest version of DirectX

·         Make certain you have installed the most recent drivers for your sound and video cards. Even if you have a "brand new" computer, it is not guaranteed to have the most recent software installed. Contact the manufacturer of your sound and video cards for additional information

·         Try running ScanDisk to verify that the directory is OK. This is an important step to take before installing any software.

Some Important Quicktime Truths:

1. QuickTime is made by Apple, but can run in Windows.
2. QuickTime is the utility that many multimedia programs require to run their videos/animations. It also works with your internet browser.
3. QuickTime is free and comes in many different versions.
4. You can and may have to have several versions of QuickTime, as newer versions are not fully backwards compatible with older programs that were built with older versions of QuickTime. This is particularly true of any program made using 2.x series. You CAN have several versions installed.
5. QuickTime will want to become the default player on your computer and will occasionally annoy you with upgrade requests.
6. If you have Windows VISTA you need to download the latest free version of QuickTime for many programs to run.

QuickTime 4, 5, and 6 are not backwards compatible with the 2.0 series.

We have encountered some odd Quicktime errors that can ONLY be solved by uninstalling all versions of Quicktime and then REINSTALLING from the oldest first that you need (2.0 series). Make sure you uninstall Quicktime using the Windows Add/Remove Programs feature.

Quicktime 3.0 was generally considered "flawed" and should be deleted. Install Quicktime 4, 5, or 6 if you need version 3.x.

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 Updating your sound driver in Windows XP

Updating the drivers for your sound hardware can fix problems and add new functions to your computer.

1.       Open Device Manager. Go to Start and right-click My Computer. Select Properties, select the Hardware tab, and click the Device Manager button.

2.       Under Sound, Video And Game Controllers, double-click the entry for your sound card

3.       Select the Driver tab and note the version number .

4.       Look for an updated driver on the manufacturer's website.

Note: Your sound card may have more than one set of drivers that needs to be installed. Check with your sound card or computer manufacturer for updates for each. Google the name of your sound card if you're not sure who the manufacturer is.  Once you find them, look for a downloads or download drivers section on their site.

5.       To install an update, click the Update Driver button to launch Windows Hardware Update Wizard. The wizard will walk you through the driver installation process.

6.       On the Welcome screen, select Install From A List Or Specific Location (Advanced).

7.       Windows will ask you for a specific location where it can find the driver files. If the new driver files are on a CD-ROM or floppy disk, check the Search Removable Media box. If the files are stored in a folder on your hard drive, check the Include This Location In The Search box and use the Browse button to tell Windows which folder holds the files.

8.       Click Next, and the wizard will walk you through the installation process.

 

 

 Updating your graphics card driver in Windows XP:

  •  Go to Start>Control Panel (select Classic View on the left if it is not already so) >System> Hardware - Device Manager > Display adapters - select yours and right-click and go to Properties
  • Driver - look at the date & name of your graphics controller and make note of it.  

Go to the manufacturer's website (Google the name of the graphics card if you're not sure who makes it) & look up the latest driver for that type.

You should find the driver in a section called "Downloads", "Download drivers" or just "Drivers", OR there will be a link from your card's main page.  

 

Save it anywhere on your C drive if it is a later date than the one already on your system. 

Follow the above instructions again to get back to the same spot and this time select Update Driver.  If by some chance you have saved the wrong one it will give you a warning that is not designed for your graphics controller, so don’t worry, you can back out of it. 

 

If the new driver doesn’t make any difference and it actually makes other things that were working before stop doing so, then follow the instructions back in and select Rollback Driver.  This will restore your previous one and there is no harm done.

 

 

XP - 16-bit MS-DOS Subsystem error message

 

If you try to start or install a 16-bit Windows-based program on your Windows XP-based computer, you may receive an error message that is similar to one of the following:
16-bit MS-DOS Subsystem
path to the program that you are trying to start or install
C:\Winnt\System32\config.nt The system file is not suitable for running MS-DOS and Microsoft Windows applications. Choose 'Close' to terminate the application.
16-bit MS-DOS Subsystem
path to the program that you are trying to start or install
config.nt The system file is not suitable for running MS-DOS and Microsoft Windows applications. Choose 'Close' to terminate the application.
16-bit MS-DOS Subsystem
path to the program that you are trying to start or install
C:\Windows\System32\Autoexec.nt The system file is not suitable for running MS-DOS and Microsoft Windows applications. Choose 'Close' to terminate the application.
Although you may be prompted to quit the program or ignore the error message, either selection makes the program quit.
CAUSE
This issue may occur if one or more of the following files are missing or damaged:
  • Config.nt
  • Autoexec.nt
  • Command.com
RESOLUTION
To resolve this issue, use one of the following methods.
Method 1
  1. Click Start, click Run, type C:\windows\repair, and then click OK.
  2. Right-click the Autoexec.nt file, and then click Copy.
  3. Click Start, click Run, type %windir%\system32, and then click OK.
  4. In the System32 folder, press Ctrl + V to paste the Autoexec.nt file in this folder.
Method 2
Download our subsystem fix file and execute to fix automatically

 

 

  My game either won't install or won't play properly

Try the instructions in XP or Vista at the top of this page first. If they don't work, it is highly likely that there is a software conflict on your PC.

Very common in systems running any Norton or Symantec software (but also other similar products) in the background, particularly Internet Security Suites, Anti-virus, Anti-spyware, Pop-Up Blockers and the like.
Normally fixed by installing after a Clean Boot, sometimes a clean boot is also required to play those games. Please ensure you are not connected to the internet after performing a clean boot, as you will not be protected by your internet security software.

 

 CONTACTING US FOR FURTHER TECHNICAL SUPPORT 

If you require technical support for installation or playability of your title please try the manufacturer's technical support website first.   

If that is not sufficient assistance, contact us for help. 

 

When you do,

 

YOU MUST INCLUDE THE FOLLOWING INFORMATION: 

 

a)desktop or laptop/notebook and operating system

 

(ie Windows XP Home, XP Pro, Vista etc or

Macintosh System x.x.x/ OS X etc)


b) a detailed description of what occurs when you try to install or play your game and any error messages you receive word for word please (copy and paste is very helpful if possible - you can paste it into Word or Notepad and save it to your My documents folder)

 

c)A DirectX report if you are a Windows user. You get this in XP by going to Start,then Run and type in dxdiag and press enter. In Vista it's the same but instead of going to the Run shortcut you have to type Run into your search bar. A report will be generated which you can then save wherever you will easily find it again (My documents is recommended). The button says Save All Information and is at the very bottom of the first page of the report. Please attach it to your email.

 

 

Failure to include the requested information will delay assistance as we may have to email you to request it all.

 

 

 

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