Troubleshooting Checklist. Please check the following:
1) Did you read the FAQ with details regarding the software needed for our templates before you ordered?
In case you did not here it is: http://www.family-heritage-templates.com/template_faq.htm .
2) Did you follow the directions on the download page
and create a "Heritage" directory on your computer and download all files into it?
If you did not, here is a another copy of the download page. Start all over again, from the beginning and follow the directions step by step. If you have never downloaded a file before go here:
http://www.family-heritage-templates.com/howtodownload.htm.
3) Did you download and install the e-Zip wizard software to open the templates?
To save time in downloading, the templates have been compressed. You can not
uncompress your templates with any other unzipping software. Follow this link to download the software from
Download.com, winsite.com or from
Edisys.com. Customers often forget to install the eZip Wizard after downloading.
4) Did you install the templates in the Heritage directory per our instructions?
Do not download into your AOL download folder. Do not download onto
your desktop. If you downloaded into the Heritage directory, they are there. Sometimes the templates install themselves several layers deep into the Heritage folder in a separate folder called "My Documents". If you find a folder in that directory after you have opened the template, instead of the zip template file, keep opening the folders that appear one after another. After about three new folders, you should see the templates.
5) If you bought a Microsoft Publisher template, do you have Publisher installed on your computer?
If you do not, your computer will associate the templates with the software
on your computer that most closely resembles Publisher. When you click on
the template file, you will get an error message and it will not open. No
other software can open your Publisher templates. Go here for help with
checking your computer for Publisher: http://www.family-heritage-templates.com
. Do you need to purchase Publisher? If so, go
here for a list of sites and stores.
6) If you bought a Microsoft Word template, do you have Word installed on your computer? If you do not, your computer will associate the templates with the software on your computer that most closely resembles Word. When you click on the template file, you will get an error message and it will not open. No other software can open your Word templates. Go here for help with checking your computer for Word:
http://www.family-heritage-templates.com .
If so, go
here for a list of sites and stores.
7) Are you attempting to open
the template using an Apple computer?
our
FAQ,
which we ask every customer to read before making a purchase,
plainly states that the templates are made for a Microsoft Windows
personal computer. 8) The template could be on your computer and you are overlooking it.
Go
here to get instructions for checking your computer
to locate the template on your computer.
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2) Here are more direct links for troubleshooting problems:
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3) Specific error messages customers have reported and what they mean:
1) If you received a "network error" message when you tried to download it is because your employer is connecting to the Internet through a firewall and, downloading of files or e-mail with an executable link (such as your download link)
is prohibited. If you must use a networked computer to download, do it directly to a CD, diskette (for templates under 1.44 MB) or zip disk.
Otherwise, you will probably need the assistance of your network administrator to do so.
2) The "file is either empty or corrupt". This means you do not have the correct software to open the template (either Microsoft Publisher or Microsoft Word) installed on your computer.
Click the following links for options with regard to purchasing Publisher or purchasing Word.
purchasing Word. After you install
the correct software for that template, it will work perfectly.
3) "Access violation" or "permission denied": This means you are trying to open the template with unzipping software other than
e-Zip Wizard. If you did not download e-zip wizard per our instructions and your download page link has expired you can get to their home page here:
http://www.edisys.com . Download the free version of the e-zip wizard
per these instructions. Install the e-zip wizard, reboot your computer then, re-open the template.
4) "Unable to determine the software used to create this file". This means you do not have the correct software to open the template (either Microsoft Publisher or Microsoft Word) installed on your computer.
Click the following links for options with regard to
purchasing Publisher or purchasing Word. After you install Publisher or Word, the template will work
perfectly.
5) "Pick
the encoding that makes your document readable" and the program you select
does not make the document readable then, this means you are not using
the correct software to open the
template. You are most likely attempting to use Microsoft Word to open a
template that was created for use with Microsoft Publisher. (see item #1 and 2 above.) Click the following links for options with regard to
purchasing Publisher or purchasing Word. After you install Publisher or Word, the template will work
perfectly.
6) "Zip file appears to be empty
or corrupt" after downloading it. A
quirk in Internet Explorer causes this to happen if you use the download to
desktop "open" option instead of the "save" option. Download the file again
following the instructions on the
download page.
7) "Zip file appears to be empty
or corrupt" after downloading it. Customers who downloaded to their desktop
instead of following our directions have also reported this error. Download the file again
following the instructions on the
download page.
8) "Word can not open
this file" if you purchased the Word Memorial Book. Customers
using Microsoft Office Word 2003 have reported this error. There is a
duplicate template available for this file. Just e-mail me that you
own word 2003 and could not open the Memorial Book. I
will send it to you.
And remember, If
you need a new download link for your template
NOTIFY US IMMEDIATELY!!
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