Technical support request

For any technical support request, please fill the form for the product you desire assistance.

Frequently asked questions

CD-ROM installation troubles

Our training programs are automatically installed so you should not have particular problems. It is still possible that you face the following problems at the time of installation based on your computer’s configuration:

CD-ROM refuses installation!

• If the program refuses installation after the ‘SETUP’ command, you must absolutely check the following points:
• Is the CD-ROM correctly placed in the drive, is the drive functioning?
• Have you correctly launched the ‘SETUP’ command in the right drive?
• If the installation is made from drive D: or any other, do not forget to write it up before launching the ‘SETUP’ command (e.g.: 'D:\SETUP').
• Is the CD-ROM in good shape (in the opposite case, check your guarantee for a product return).
  

Start up problems

I can’t install the licence disk!

If you can’t install the licence disk, either it has already been installed on another computer. Please communicate with your distributor in such case.

I can’t start the program!

If you can’t find the icon or if the program does not start, indicating you errors such as ‘Path error’ or any other, we advise you to restart the installation from scratch since it is possible that a file might have been mistakenly erased.

If the problem still occurs, restart the CD-ROM installation and avoid changing the proposed destination path.

I can no longer access my student file!

If after creating a student file your username did not accept your code, it is possible that your file has been erased or that you do not exactly remember the code you have initially written down.

In the latter case, if the person in charge of your training has the role of Administrator, ask him for your code or else communicate with our technical service.

Use troubles

Generally the sound is very loud or very weak (CD-ROM version)!

The sound volume of your computer depends on your Windows system. To verify, click on the ‘Adjust volume’ option located in the multimedia training options and adjust sound at your convenience. You could also double-click on the ‘Sound’ icon located in the task bar.

I don’t hear any sound during the lessons (CD-Rom version)!

The ‘Voice in lessons’ option of the multimedia option might be unchecked. In this case, simply click in the box to check it. If it is checked, verify if the speaker’s cord is well plugged and that your computer’s sound card works.

Some screens or units are en English and others in French!

You might have access to training in different languages. In this case, completely exit the training and start it up again using the ‘TEC Training’ option for an English training and the ‘Formations TEC’ option for a French training.

I can only access two lessons!

When you start training, if you can only access two lessons, it might be due to a lack of installation of your use licence. Leave the training and install the licence disk and follow the installation process. You will then be able to access each lessons.

If you’re in possession of rented software or of a demo version, your use licence might be expired. Communicate with your authorized dealer.

Some units or training options are in grey and I can’t access them!

If the person in charge of training possesses Administrator 2000 - Gold Edition, he might have restricted your access to some units. Communicate with the person in charge of your training.

I can’t access the glossary!

When you click on the ‘Glossary’ button in the main menu or the command bar, if a message warns you that the glossary is not accessible, the file containing the glossary might have been damaged. In this case, we recommend you to restart the training CD-ROM’s installation.

In case where the person in charge of your training has completed the glossary with Administrator 2000, ask him/her to check the ‘Glossair.dic’ file located in the file containing the learners’ files (usually C:\Program Files\Edu-Performance\ epc***).

I can’t print the different statements!

Statement printing is automatic so verify that connexions between your computer and the printer are correct and that the printer is plugged and has enough paper.

If the person in charge of your training possesses Administrator 2000, he might have limited your access to printing. Communicate with the person in charge of your training.

The CD-ROM appears to be very slow!

In some cases, users have noticed that the program is very slow – it takes a few minutes to move between units. If that problem happened to you, you should verify your CD-ROM drive in Windows 95 or more.

Click on ‘Start’ and on ‘Parameters’ and ‘Configuration panel’.

Double-click on the ‘System’ icon and on the ‘Performance’ thumb, on “File system’ and finally on ‘CD-ROM’.

If your memory allows it, increase the size of the cache memory to maximum and chose to type of CD-ROM corresponding to your drive.