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Welcome to our main Software Support web page. Listed below is a list of solutions for the most common technical issues associated with our software. Many of these solutions apply to all of our products equally.
If the solutions below do not provide you with the help that you need, please contact us directly using the following information:
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email: support@eHuman.com
phone: 650.233.0200 Main Office & Support
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We thank you for your patience and understanding while we process your requests.
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Solution:
No. Once the Atlas is installed, you should not need your disc and you should not need to be online. We strongly suggest keeping your disc in the case somewhere safe. Should you need to reinstall, they will both be necessary.
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Solution:
First, verify that your computer has the correct disc reader. Some of our software comes on a DVD-Rom disc, which cannot be read by a CD-Rom reader. Next, be sure that your disc is not scratched or has any smudges or fingerprints. Our software cannot be 'played' on a DVD video player as used for home entertainment.
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Solution:
First, remove the CD or DVD rom from your disc drive and clean the bottom surface of the disc with a dry, soft cotton cloth. Check for scratches and damage. If this does not fix the problem, your disc maybe damaged and will need to be replaced. Please contact our Support office, via the information above for assistance.
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Solution:
This message appears once the 14 day trial period is over and the software has not been correctly registered. This message may also appear if modifications have been made to the host machine. If you have not registered your product, please do so. If you are unable to access the internet, or if you have already registered, please contact our Support office, via the information above for assistance.
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Solution:
This problem is common when the computer's graphics card is not operating correctly with the Atlas software. Be sure that your graphics card drivers are up-to-date. You will have to visit the graphics card manufacturer's wesite for the correct download and instructions.
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Solution:
If this message occurs, please make the following change in Internet Explorer; In the 'Tools' menu select 'Internet Options'/'Advanced' tab/scroll down to 'security'. Make sure that 'Allow active content to run in files on My Computer' is selected. Click Apply and re-open the Atlas to ensure the changes have taken effect.
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Solution:
This error implies that critical Microsoft drivers are missing from your system to properly run our software. To fix the issue, please visit the Microsoft website and download the latest 'MDAC' drivers.
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Solution:
Either the computer you are using is not online, or our servers are temporarily down. If you are not able to get online, please contact our Support Office and we can assist you. If you are online, please be patient, our servers should return in approximately one half-hour.
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Solution:
Be sure you are not entering your 'License Number' as an 'Activation Code'. To recieve an Activation Code, you must first complete the online registration form. If you are using version 2,3 or 4 of the Toothatlas, please note the link in Step 2 "Click here for a direct link". Follow this link to visit the online registration form.
If this does not solve your problem, please verify your Activation is correct. Each code is 32 digits long; 4 sets of 8 digits each, separated by hyphens. Be sure to include the hyphens, do not include any spaces and be careful not mixup 'Oh's and Zeros.
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Solution:
The usual reason this error occurs, is when an older version of our Atlas is being installed on a Windows 'Vista' computer. The only versions of our software that will load onto a Vista system are the 3D Tooth v.5, and the Skull Osteology Atlas v.1.
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