Below are answers to common support questions. If you cannot find the answer to your question listed below, please contact us and we will be happy to help.

If the program has worked previously and has suddenly stopped working, please ensure you have rebooted your PC as this will often resolve the situation.

If you are using Windows Vista or Windows 7 and have a problem with the recording interface , please see here for instructions, otherwise continue below.

Questions

I get an error message - Path / File access error.

The following information is relevant even if you are already logged in as an administrator as by default Windows runs applications with limited privileges, even under the administrator account. For Vista - Right click the icon that launches the application and select the 'Run as administrator' option from the menu to start the application. You do not have to repeat the procedure below each time you run the application. You can make the change permanent by right clicking the icon that launches the application, selecting 'Properties' from the menu. Select Advanced and then 'Run as administrator', then apply. For XP - Right click the icon that launches the application and select the 'Run as..' option from the menu, then select the administrator option. You do not have to repeat the procedure below each time you run the application. You can make the change permanent by right clicking the icon that launches the application, selecting 'Properties' from the menu. Select Advanced and then 'Run as administrator', then apply.

I get a message saying 'You do not have an appropriate license to use this functionality' when attempting to run the trial version. Download this file and run. Browse to your C\Windows\System32 folder and select the following file - smartsubclass.dll Click the File menu and select 'Register' You should receive a successful message and the program should now function correctly.

I am having trouble creating a recording, can you offer any advice?

This is quite common and is usually easy to solve. Please see our page on troubleshooting your recording here.

I get an error message - Run-time error '-2005401480 (88780078)': Automation error.

Please ensure you are using the latest soundcard drivers. If you are unsure how to identify your soundcard or find drivers, please contact us

I get an error message saying I need an updated file, where can I get it?

You can download any neccessary files from our file download page here.

I still get an error after updating my files / I have another problem.

Please contact us with as detailed a description as possible and we will be happy to assist. We respond to most requests within 24 hours.

I ordered and have now lost my unlock code. How do I get it back?

Please contact us with your order ID and we'll get your code back to you within 24 hours.