If you have any problems with our software please contact us 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 10 and all computer brands. Our training videos can also be played on most Macs using QuickTime (more info on our Mac page).

Microsoft released a Windows update in Fall 2019 that is causing problems on some computers. The update removed a lot of video codecs and can cause issues with playing video from a DVD. The fix is easy, just reinstall the missing codecs. Here is a link for a free tool that does that. Look for the link named Download Basic. https://codecguide.com/download_kl.htm

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 with a complete description of the problem and we will work with you to get the program up and running.

Click Here to Send Us an Email

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.

Main problem areas:

Sound but No Video
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

Macintosh Users

Although our products are designed for the Windows operating system, they can be used successfully on a Mac.

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

Windows 10, 8.1: Sound OK Video Blank

Microsoft released a Windows update in Fall 2019 that is causing problems on some computers. The update removed a lot of video codecs and can cause issues with playing video from a DVD. The fix is easy, just reinstall the missing codecs. Here is a link for a free tool that does that. Look for the link named Download Basic. https://codecguide.com/download_kl.htm

External DVD drives: Sound OK, Video blank

If your external DVD drive connects to your computer with a USB cable it will not show video but sound will play. The problem is that USB does not transfer information fast enough to keep up with the video so the video shows blank. There is not fix for this. You can request getting online access instead if the training title you have is available for online streaming. Check on the sales page to see.

Windows 7 64-bit Problem: Sound OK, Video blank

This appears to be an incompatibility between our training and a video player named DIVX. If you are using DIVX on your Windows 7 64-bit computer you may not be able to watch our videos correctly. The current solution is to remove DIVX, then our videos play properly. DIVX may come out with a driver update in the future to solve this issue.

Uninstall and reinstall Windows Media Player.

Uninstalling and Reinstalling the Windows Media Player:
Step 1.
Uninstalling the Windows Media Player:
1. Go to Start and in the search type "Turn Windows features On or Off".
2. Click on "Turn Windows features On or Off".
3. Browse to the Media Features and uncheck the mark in front of Windows Media Player.
4. Restart the computer

Step 2.
Reinstalling the Windows Media Player:
1. Go to Start and in the search type "Turn Windows features On or Off".
2. Click on "Turn Windows features On or Off".
3. Browse to the Media Features and place a check mark in front of Windows Media Player.
4. Restart the Computer.

If you are having trouble using Windows Media Player, try using the troubleshooter to see if that fixes the problem.

Open the Windows Media Player Settings troubleshooter by clicking the Start button, and then clicking Control Panel. In the search box, type troubleshooter, and then click Troubleshooting. Click View all, and then click Windows Media Player Settings.

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 10:
    • Right click the Speaker icon in your system tray and click Playback devices
    • Select your speaker then click Properties
    • Click the Advanced tab
    • Click the drop down and it will show you the sample rate and bit depths options
    • We recommend 24 bit, 48000Hz (Studio Quality) or less
    • Click Apply
    • Anything above that and the sound from the DVD may not be able to keep up with the sample rate and you will get no sound
    • If this setting still does not work try going down one more level to 24 bit, 44100 Hz (Studio Quality)
    • We have had one user on a Windows 10 machine get the best results from putting the sound down to 16bit, 44100 (CD Quality)
    •  
    • 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.

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 Pinnacle 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 for the DVD drive.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
    • 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.