21st Century Publishing - Support and FAQ

			contact support frequently asked questions Contact Support 21st Century Publishing provides free technical support for all of our products. Please contact us by email, fax, or letter and we will respond as soon as possible (generally in the same business day): Electronic mail support@21stCenturyPublishing.com FAX 208.445.7919 Address 21st Century Publishing 6823 126th Ave. NE Kirkland, WA 98033 For purchase problems (example downloading purchased software or billing information) e-mail custservice@digitalriver.com or call 1-800-656-5426, 24 hours - 7 days a week. Please provide the following information in your problem description: Product Name Product Version Can you reproduce the problem or did you just see it once? The steps needed to reproduce the problem you experienced What you expected to happen and what actually happened The exact text of any error message you received In addition, please provide the information below for your computer. Also describe any recent hardware or software configuration changes that may be relevant to the problem. System Configuration Operating System Operating System Version Memory (Mb of RAM) CPU Type & speed Available Disk Space Frequently Asked Questions Download and Installation: Q: Do you support Windows XP? Q: How do I download, install and run the program? Q: I downloaded the software. Where is my CD? Q: I downloaded the software and double clicked the icon on my desktop. It processed for a while and then said it was done with the installation. But when I click on the icon to start the program, it just repeats the installation all over again. How do I start the program? Q: I installed Sailing Simulator, but when I run it a message tells me I need Microsoft DirectX 7.0. What’s this? Product and Features: Q: Is there a manual? Q: I would like to order software as a gift. Do you have CDs? Q: Is there a way to send a downloadable product as a gift? Q: I can’t see the map on Sailing Simulator. Where is it? Q: Are joysticks supported? Trial Version: Q: I'm interested in purchasing. Do you have a trial version? Q: I have a trial version. Can I extend the time? Multiplayer: Q: When trying to join a multiplayer game at msn.zone.com I get a dialog box that says: Q: My computer accesses the Internet through a proxy server. How can I run on an Internet game site? Q: I am getting an error message DPERR_CANTCREATEPROCESS when I try to launch from HEAT.NET or Microsoft Game Zone. Q: How do I find out what my computer's IP address is? Q: How can I connect when I have a router or firewall? Lost Software: Q: My computer has crashed and I don't have back-ups of downloaded software. What can I do? Q: I’m trying to connect to your FTP site to download a new copy of my software, but my browser says "this page cannot be displayed". What’s the problem? Q: Do you support Windows XP? A: Yes, 21st Century Sailing Simulator will run on Windows XP, Windows 2000, Windows ME, Windows 98, and Windows 95. However, the program will not run on Windows NT because DirectX is not fully supported by Microsoft on Windows NT. When installing to Windows XP or Windows 2000 you do not need to install DirectX (DirectX is included with XP and 2000). If you are having problems with the installation on these platforms, please see our special note on installation for Windows XP and Windows 2000. Q: How do I download, install and run the program? A: There are three steps to installing and running the downloadable versions of our software products or trials on your computer: Download. Downloading transfers the software or trial version from our web site (or an online store) to your computer. The process is slightly different for purchases vs. trial versions and varies slightly from store to store, but the end result is the same: you will have a "download file" saved to a location on your computer. The most important step in the download process is choosing a location where the download file will be placed. You will be prompted to save the file and will need to choose a location. We recommend that you save the file to your Windows desktop, but you can put it in any folder on your computer if you wish. When the download process is complete (it can take a long time for larger files) you should see a new icon on your desktop (or in the folder where you saved the download file). This icon is the "download file". The download file is your copy of the software -- treat it like you would treat a software CD and store it to a safe place. If you have a Zip drive, Jaz drive, CD-R drive, or other large capacity storage method, you should copy the download file to a diskette or CD-R in case you need to re-install the software at some future time. Install. You start the installation procedure by double clicking on the download file. If you can't find the download file, you might need to repeat step 1 (and remember where you put the file when it asks for a save location). The installation process will start by extracting some files to a temporary location and will then automatically run the "setup program". Follow the directions on the screen as the setup program runs and make sure the setup is completed without displaying any errors. Once the setup program has completed, your software is properly installed to your computer. You no longer need the download file on your computer (but you should make sure you have a copy of it in case you need to re-install in the future). For software products that require Microsoft DirectX, you may need to update your DirectX system files (see DirectX for more information). To run the software just press the Windows Start button and pick Programs. You'll see an entry for 21st Century and will find the program or trial version that you installed under this menu. Click on the menu item for the software and it will start running. If you would rather have an icon on your desktop to run the software, don't just click the menu item. Instead click and hold the mouse button down and drag it to your Windows desktop. This will put a new icon on your desktop and you can double click that icon to start the software. Q: Is there a manual? A: No. All program instructions are in the Help information. Run the program and select the Help menu item. Q: I downloaded the software. Where is my CD? A: When you purchase a downloadable program, there is no CD. The file that you downloaded is your only copy of the software. You should save the download file in case you need to re-install the software at a future time. However, if you should ever loose the download file, never fear! 21st Century Publishing will always supply a new file at no charge at any time in the future. Just contact us (support@21stCenturyPublishing.com) and let us know you need a new copy of your software. If you have a download copy and would like to convert to a CD, please contact the store where you purchased to return the download copy and re-purchase a CD. If you purchased at our web site, contact Digital River Customer Support at www.digitalriver.com/cs Q: I downloaded the software and double clicked the icon on my desktop. It processed for a while and then said it was done with the installation. But when I click on the icon to start the program, it just repeats the installation all over again. How do I start the program? A: After downloading, the icon on your desktop is just the installer. It’s job is to install the program (which it will do every time you click on it). To run the software just press the Windows Start button and pick Programs. You'll see an entry for 21st Century and will find the program or trial version that you installed under this menu. Click on the menu item for the software and it will start running. If you would rather have an icon on your desktop to run the software, don't just click the menu item. Instead click and hold the mouse button down and drag it to your Windows desktop. This will put a new icon on your desktop and you can double click that icon to start the software. Q: I installed Sailing Simulator, but when I run it a message tells me I need Microsoft DirectX 7.0. What’s this? A: Sailing uses system software provided by Microsoft to draw, play sounds, and connect multiple players together. This software, called DirectX, is available free from Microsoft at www.microsoft.com/directx or is also available at our web site on the Downloads page. DirectX 6.0 is part of Windows 98, but Sailing needs DirectX 7.0 to run correctly. Q: I'm interested in purchasing. Do you have a trial version? A: Yes. You can download a free trial version at our Downloads page. The trial version limits the amount of time you can use the program. Q: I have a trial version. Can I extend the time? A: Sorry! That's why it's a trial. We strive to keep our prices low to make purchasing easy! Q: I would like to order software as a gift. Do you have CDs? A: Sure, just choose the CD ordering option and enter a different shipping address from your billing address. Q: Is there a way to send a downloadable product as a gift? A: Yes. Just purchase our software at www.beyond.com (one of our resellers). When you place the order you can specify that the software is a gift, and you can provide the email address of the person who will receive it. Within minutes, we will send an electronic gift certificate to the recipient and tell them how they can download the software to their computer. Q: My computer has crashed and I don't have back-ups of downloaded software. What can I do? A. No problem. Contact Technical Support at support@21stcenturypublishing.com, provide your purchase confirmation number (if you know it), and tell them you need another copy of the software. Q: When trying to join a multiplayer game at msn.zone.com I get a dialog box that says: "We do not detect any direct play games installed on your hard drive that do not have a zone room. Please check the zone's game index for the game you want to play." A: Make sure you have run Sailing at least once before you go to the Game Zone. This will automatically set up the registry so that Game Zone recognizes Sailing as a launchable application. Q: My computer accesses the Internet through a proxy server. How can I run on an Internet game site? A: Our software uses Microsoft DirectPlay to allow it to run at Internet game sites. Software is available that will allow you a DirectPlay application to run through a proxy server. One option for this is found at http://www.sybergen.com/products/gate_ov.htm. Q: I just installed the new V2.0.3 update for Sailing Simulator. When I run it, I get an error message that says: "Required .DLL file LTRN70N.DDL was not found." What’s wrong? A: You probably had Sailing Simulator V1.8 on your computer. The update was designed only for users with Version 2.0 or higher. It will not work with V1.8 software. If you need another copy of V1.8, you can get it free by contacting Technical Support at support@21stcenturypublishing.com Q: I’m trying to connect to your FTP site to download a new copy of my software, but my browser says "this page cannot be displayed". What’s the problem? A: There are two main possibilities: 1) our site is down (sorry, but we do try to keep it running 24x7), or 2) your browser doesn’t support password protected FTP transfers. If you’re running Internet Explorer, make sure your version is at least V5.0. Older versions don’t support passwords, and you’ll need to use a password to get to our site. If you’re running Internet Explorer 5.0 and still get the problem, try this setting: Go to the Tools, Internet Options menu. Pick the Advanced tab on the Options dialog. Turn "Use Web Based FTP" setting off. If you’re using another browser (we’re not too familiar with Netscape Navigator, sorry) look for a setting related to FTP passwords or anonymous logins. Access to our FTP site requires a password protected login, not an anonymous login, which is what many older browsers support. If the browser option doesn't work for you, the other way to do it is to get FTP client software. A good one is WS FTP, which you can get at www.csra.net/junodj/ws_ftp.htm Q: I can’t see the map on Sailing Simulator. Where is it? A: Your display may be set to 640x480 resolution, which is too small to show the map. To change this setting, go to Windows Control Panel, click the Display icon, click the Settings tab, and adjust the Screen Area to something larger. We suggest 1024x768 if your display can support that resolution. Q: I am getting an error message DPERR_CANTCREATEPROCESS when I try to launch from HEAT.NET or Microsoft Game Zone. This can happen if you re-installed the software to a different location than it was previously installed. You'll need to delete some entries in the Windows Registry to correct the problem. To do this, follow these steps: Press the Windows Start button. Select Run. Enter: regedit and press Ok. In the regedit program open the following folder: HKEY_LOCAL_MACHINE/Software/Microsoft/DirectPlay/Applications You should see a folder for 21stCenturySailingSimulator. Select it and delete it by pressing the delete key on your keyboard. Close regedit. Run 21st Century Sailing. It will automatically re-enter the correct information in the registry. The next time you run the HEAT.NET or Microsoft Game Zone software, it should find 21st Century Sailing as a launchable program. Q: How do I find out what my computer's IP address is? If you're connecting directly to a friend via the Internet to sail multiplayer, your friend will need to know your computer's IP address in order to connect directly to you. When you're connected to the Internet, your computer is normally assigned a unique IP address. It's easy to find out your address: while connected, press the Windows Start button, pick Run, enter "winipcfg", and press Ok to get the information. (If you see nothing but zeros, try running "ipconfig" from the DOS command prompt). Alternatively, if you are connected via cable modem or DSL, you can get this information by right clicking the Network Neighborhood icon on the Windows Desktop, picking Properties, finding your network adapter in the list, and picking the Properties button. Q: How can I connect when I have a router or firewall? Every computer on the Internet has an IP address that uniquely identifies it. When you sail head to head you need to provide this address to your opponent to allow a connection between your computers. However, if you use a router or other firewall device, your computer is assigned a "local" address by the firewall or router (typically something like 192.168.0.0). This is not your true IP address, the one your opponent needs. To find the true address you'll need to query your router using its configuration software -- how you do this depends on the particular router model. If your Internet Service Provider assigned a static IP address to you (rare), you'll just need to do this once -- the IP address will never change. However, if you have a dynamic IP address (most people do) you'll need to query the router each time you play because the IP address may have changed since the last time you were connected. In addition, you may need to change some settings in the router (just once) to allow it to forward messages to your computer. This is called port forwarding. In your router configuration software you should find a method of specifying port numbers and which computer on the LAN will receive forwarding from that port. DirectPlay (and 21st Century Sailing) uses ports 47624, 6073 and 2302 or sometimes 2303. You should set forwarding on these ports to your computer's local IP address. Q: Are joysticks supported? Yes, we support any joystick that is supported by Microsoft DirectX (most any joystick). Just select the Input menu and pick Enable Joystick. Then use the joystick controls below to control the sailboat. You can continue to use the mouse and keyboard at the same time, but they all control the same boat. Left Wheel/tiller left Right Wheel/tiller right Trigger single click External view Trigger double click Cockpit view Button1 Let sails out Button2 Pull sails in Button3 Hoist spinnaker Button4 Hoist jib Button5 Auto heading on/off Button6 Auto trim on/off Button7 Start/stop race Hat switch Look in each direction Twist left Temporarily look left Twist right Temporarily look right � Copyright 2000, 21st Century Publishing. All Rights Reserved. Site designed by monster design. Site developed by WebMosaics.