 Customer Support
The most common questions and issues are answered on this page. We have now implemented a more complete product support FAQ section and would love to hear your views and feedback. We also now have a change request form to allow you to send in change requests for "wish list" requests and to report "bugs" for investigation.
System volume levels
The overall system volume and volume levels for specific applications are set via Windows as follows:
Playing unusual audio (eg OGG) / video formats (eg MP4)
If you wish to play sounds such as OGG files and video files such as MP4 files your system will need to updated with additional CODEC files. CODEC files allow your system to read non-standard file formats. The software FFD show is a library of CODECs to enable a wide variety of audio / video formats to be played / displayed. Click here to download.
How do I find out what my unlock codes are?
To see a list of the unlock codes assigned to you please use this utility on our user support utilities page or let us know. The userid and password are the same as those that you use to access downloads. Specially discounted purchases or other non-standard licensing or purchasing arrangements are not covered by this utility. If afected you will need to get in touch with us or see your eMail archives for unlock eMails previously sent to you.
Unlocking - all products
You are entitled to 1 free additional unlock code per product as part of the basic licence fee. This additional code must be for for your use only on a system that you personally own and are the main user of.
Unlock keys are user and machine specific. The user code must therefore be sent from the machine that you wish to install the software on and when logged in with your userid. You need administrator rights when installing most software therefore increase your access rights rather than logging in as the administrator. If you don't, the user code that you send us will be for the administrator account rather than for your account.
Installation generally
Most products require the presence of the Dot Net Framework. If the framework is not present on your system already you will be informed during the installation process. If the framework has yet to be installed you will need to install it before installing our products. A download link will have been sent to you.
I can't run MSI installation files (Some versions of Linux / some versions of Mac Windows Emulators), I can run exe files
Just let us know which product you're trying to install and we wil send you an exe setup file. The exe setup files are also present on the installation CD as of May 19th 09.
EMDR Multi Pro / Home - older Macs installations only
Some of the earlier installers that we used did not set the access rights correctly for one of the folders being installed. This resulted in "Unable to load tracking image" messages being displayed even though the installation was to the default location and the tracking images were present. The installer has since been corrected.
This is how to correct the issue after installation:
- control + click over "Macintosh HD/CS"
- select "Get info"
- click on the lock (bottom right hand side) so you can change the permissions
- give yourself read and write permissions
- click on the asterisk like icon at the bottom of the Info widow to the right of the "-" minus sign
- click on "Apply to enclosed items" and click on "OK"
Uninstalling a product to install the latest version
Before uninstalling ensure that you have downloaded the latest version. For the download link please refer to the eMail that we sent you after purchase. Autoupdate is the most effective way of getting and installing the latest version of whatever you have installed.
XP
- Click on "Start" (Bottom left hand side of your desktop)
- Click on "Control Panel"
- Click on "Add or Remove programs"
- Find the product you wish to uninstall (they generally begin with "v")
- Select the product and click on "Remove"
- Follow the onscreen instructions
Vista / WIndows 7
- Click on "Start" (Bottom left hand side of your desktop)
- Click on "Control Panel"
- Click on "Programs and features"
- Find the product you wish to uninstall (they generally begin with "v")
- Select the product and click on "Remove" or "Uninstall"
- Follow the onscreen instructions
EMDR Pro
EMDR Pro for PCs has its own support page. Click here for details...
Tactile Units - What if they get damaged and need repair / servicing?
For servicing and recycling options please see the Tactile Unit page. More...
Why no free demos?
Most of our products are designed to facilitate psychological treatment and by definition are generally used on a short-term basis as part of a change process. Given that change can occur very quickly (sometimes in a matter of hours) we cannot provide free evaluations. There are also substantial ethical issues that uncontrolled distribution of psychological-change software raises.
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