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Help!

Installation of Software

Installing a new version of our software over an existing version

Problem playing adverts

Error Messages

Additional Software Options

Creating adverts

Software features

Hardware and Software Specifications

Help!

  • I need help - What should I do?

    1. Follow the instructions in the User manuals CAREFULLY?
    2. Check the FAQ's for an answer?
    3. Go to the "Contact Us?" section on the Web site. Select the Click here for help.
    4. Send us a screen shot of the Error. If the file you need to send us is too large - Use http://www.sendspace.com/ and then send us the link - we will download the file. If the Error appears on the Player PC go to c\digitalrecalldss\logs and send us the logs for that day. You'll see there are logs for FTP. (date), PLAYER.(date) and many more. Also tell us the approximate time of the error - that will guide us to the correct area in the logs.

Installation of Software

  • Before you start the installation - IMPORTANT ITEMS

    1. Check with your ISP that you have full read AND write permissions for the folders off your root web folder.
      To test whether you do have such permission, you can: create a Word doc (with anything you want in it) then use a free ftp client (such as Filezilla or Cute ftp - Google them) to copy that Word doc to the DigitalRecallDSS/Data folder on the ftp. If it copies to it, all is good - you do have write permission
    2. Ensure that your firewall is not blocking access to your ftp
    3. Confirm with your ISP that you are allowed to create your own folders off the root FTP folder. Usually you can. If they say you cannot, then use the "root folder" option - See separate FAQ "My base folder cannot be created from my root ftp folder".
    4. Ensure that Regional settings (Date & time format dd/mm/yyyy) are the same on Manager & Player & FTP Server. (You can check the date format on your ftp either by using a free ftp program such as filezilla, or by emailing your ISP. If they are not the same there will be chaos. Why? Because whilst 03/12/2008 is 3rd December 2008 in dd/mm/yyyy format, it is 12th March in mm/dd/yyyy format.
    5. Ensure that you have Administrator privileges on the PC's on which you are installing the software.
    6. Follow the instructions in the User Manual carefully.
    7. If you have a disk drive in addition to the C drive, your operating system may install the DigitalRecall folders onto that "incorrect" drive, resulting in an error when you start up the DR Manager program such "Cannot find database..." . It's easy to fix. See under FAQ/ Error Messages below
    8. Do not use your own ftp program to transfer files etc.
      Only use external FTP software, e.g. filezilla, to check that content has been uploaded to FTP server correctly, NEVER to transfer content.
    9. Do NOT use your own FTP program to create the folder DigitalRecallDSS (or to create sub folders in it), either on your C drive or on the FTP. The DigitalRecallDSS folder (& sub folders) that need to be created (on the FTP & on your C drive) will (and must) be created by our Software (when you do the installation).
    10. Remote Control Software - Free: At some time, you WILL need to access your remote Player PC's (to restart them etc). Don't drive to them! Copy LogMeIn remote control software onto your manager PC & Player PC's. It's FREE and its a life saver! (Google it).
    11. Wireless Connection is NOT recommended. Wireless is not reliable in providing 24/7 consistent connection in all circumstances. Make sure the Manager is hard wired into you switch/router.
  • FTP not connecting

    STEP 1 – DID YOU FOLLOW THE INSTRUCTIONS IN THE FAQ ABOVE TITLED "BEFORE YOU START THE INSTALLATION – IMPORTANT ITEMS"? DO NOT proceed until you have followed them.

    STEP 2 – IS YOUR "TEST CONNECTION" SUCCESSFUL?

    1. To Test in Manager: see Manager Manual/ FTP LAN Settings/ Connect via Internet
    2. To Test in Player: see Player Manual/ Digital Recall Player Settings

    If "Test Connection" IS SUCCESSFUL:

    1. Go to the next FAQ Titled "Player not receiving updates"

    If "Test Connection" is NOT SUCCESSFUL:

    1. Ensure that you have done everything in STEP 1.
    2. Confirm your FTP password etc has been entered correctly. They are case-sensitive. Now "Test Connection". Go to next point if not successful
    3. Confirm that your firewall is not blocking access to your FTP - Do this by temporarily disabling the firewall and doing a "Test Connection" again.
    4. Check your FTP server mode (with the provider) – Some FTP servers require either Active or Passive mode, some will work with either. Connecting using the wrong mode can lead to connection time-outs.
    5. The settings for the FTP server mode in Digital Recall manager are shown on the dialogue box when you press the "upload" button in Digital Recall manager, and then the FTP/LAN Settings button. Now "Test Connection". Go to next point if not successful.
    6. Try and connect to your ftp using another ftp client (such as filezilla - Google it). You will need your FTP address, user name and password to put into FileZilla.
    7. 7NOTE: If you can connect using another ftp client, but still cannot do so using "Test Connection" in Digital Recall - Go to next point.
    8. Use an alternative FTP service. It's NOT difficult & it's free. Your FTP Server software and/or Windows and/or hardware may be blocking connection. It has happened on numerous occasions with Users. To remedy this, set up a new FTP service such as Filezilla or Cute FTP (Google either). You will need to enter all the ftp details (of the new ftp service) into the FTP setup in Manager & Player, and "Test Connection" again. Go to next point if not successful
    9. Are you using the "root folder" option in order to connect to your FTP? (See Manager Manual/ FTP LAN Settings/ Connect via internet). If you are, this may be causing the problem. You should test the same setup but using a different (free) FTP provider (such as Filezilla or Cute FTP which both allow you to create folders and upload files in the root FTP folder (i.e. don't use the "root folder" option). See if it then works. It's easy & free. Google either one. You will need to enter all the ftp details (of the new ftp service) into the FTP setup in Manager & Player, and "Test Connection" again.
    10. As a final test to determine whether the problem is with the FTP service or not, set up your system as a LAN – See User Manuals. If that works, then the problem is definitely with your FTP, and you may need expert help from someone who is experienced setting up PC systems.
    11. Check out the FAQ below titled "Player not receiving updates"
  • LAN not connecting

    1. Make sure you've followed every step of the instructions in the Manager Manual: FTP/LAN Settings/ Connect via a LAN.
    2. Make sure you've followed every step of the instructions in the Player Manual: Digital Recall Player Settings/ Setup your Players FTP or LAN settings.
  • Player not receiving updates

    There are numerous potential causes. Work through each of these slowly:

     

    1. FTP/ LAN Connection: Test that there is a valid FTP or LAN connection on both the Manager PC AND the Player PC using the Manuals. See - FAQ 's "Ftp not connecting" (above). ONLY if there is a Successful Test Connection proceed.
    2. MANUAL: Did you follow page 11 of the Player Manual? There is an additional Step required when you first install. Be sure to read the top of Page 12 very carefully!
    3. REGIONAL SETTINGS & TIME FORMAT: Ensure Regional settings and date are the same on Manager & Player PC's & FTP Server PC. Do NOT use a 24 hr time format. Use 12 hr. This is very important - Before you start the installation - Important Items/ point 4 - Regional Settings.
    4. Check your regional settings language - Some languages (for example Greek) may have the date in characters not recognisable to the database. SOLUTION: Change your Regional Settings on Manager PC & Player PC's to English (United States) or English (Australia). Have your date format on all as dd/mm/yyyy. Do NOT use a 24 hr time format. Use a 12 hr time format.
    5. LOCATION SETUP:
      1. Ensure that you have setup the Location according to the Manager Manual/ Locations/ Create New Location?
      2. Ensure you have added a monitor or nothing will display.
      3. Check that you have not set the monitors to turn off at the tijme that you want the monitors "on" (Manager Manual/ Location/ Add Monitors/ point 8)
    6. If this is NOT a new installation, and your Player was previously updating as expected, see here. Note: If this is not a new installation you must ALSO look at all the points below (regarding issues such as Content Format; Formats & Codecs; Checking database & content Transfer; etc)
    7. If required, change the default "Check for Updates" period. The default is 1 hour. You can change it to as little as 5 minutes. Note: If you are doing an Upload at the time that the Player is scheduled to check for new content, then the Player will skip that download & wait until the next scheduled time to download. This is in order to avoid errors that may occur if it starts downloading whilst you are still uploading.
    8. CONTENT/ FORMAT: Does the content play on the Manager PC in "Preview Loop"? (see Manager Manual)? If it does, check codec's etc (see below) on the Player PC. If it does not play, try using an advert with another format (e.g. jpeg) - does that play?
    9. File Format: Is the format of your file supported by our Software? See FAQ's Creating Adverts/ Formats supported.
    10. SWF file Format: If using .swf file - does it comply with the specs shown on our website? (Side menu/ Using other adverts/ Advert specifications).
    11. Codecs Do you have the correct codec's installed on PC's? Also see FAQ above "Problem playing a specific file format - avi swf wmv"
    12. CHECKING DATABASE TRANSFER: Make a change to a Loop or Schedule, and Upload it – Manager Manual/ Upload to Players. Before you press the "Start the Upload to Server" button, check that the new adverts (if any) and new database file (the one ending in .mdb) appear in the list to be uploaded. (Remember, if you are uploading ads that you have previously uploaded, you MUST "Mark for Upload" – See Manager manual/ Edit Adverts/ point 8. If you are using the same file name (as you used previously) but for a different or edited ad, you may need to change the file name slightly, and recreate the loops with the "newly named" adverts and upload them OR Copy the adverts into the c\digitalrecalldss\content folder on the Player PC). Explanation: This is necessary because when the Player "looks" at the ftp, it still sees the same file name, so it won't download it because it assumes it already has it.
    13. Now do the Upload to Server – If you are uploading to an FTP, the items in the list that are being uploaded will take a few seconds or minutes each for the "in progress" indicator to change to "done" (depending on file size, the internet speed etc).
    14. Either wait for it to be downloaded to the Players or "Check for Download" on Player PC - See pages 9-11 of Player Manual. Note: If you are doing an Upload at the time that the Player is scheduled to check for new content, then the Player will skip that download & wait until the next scheduled time to download. Go to the Manager interface-Upload button- FTP/ LAN Settings. You will see a button (under the area that you keyed on your FTP details) that says "Reset all "in progress" indicators". Press it and upload.
    15. Check the following:

      1. On the Player PC check that the ad is in the folder C\DigitalRecallDSS\Content. It should be.
      2. On the Player PC go to C\DigitalRecallDSS\logs. Go to the Player logs. • On the .FTP (date) log, at about the time you expected the Player to pull down the new info, does it say "no download required – database is up to date"? If it does this means that the player has determined that Counter number on the Players database is higher than the Counter number found on the database on the FTP server. Therefore, no database download occurs, and no content download occurs.
    16. SOLUTION: If the logs show that "no download was required – database is up to date", then you need to do as follows::

      1. Copy the mdb (database file) from the Manager PC to the Player PC by following the procedure shown in the FAQ titled "Error Messages/ Error 3343" – it's easy IF you have taken our advice and installed LogMeIn you can do it from a remote location, or if you do not have remote access, you may have to use a memory stick to transfer the mdb file. Full instructions given in the FAQ titled "Error Messages/ Error 3343"
    17. TRANSFERRING FILES: Do not use your own ftp program to transfer files etc - Digital Recall Manager and Player have built-in FTP communications, to transfer DR files. If an external FTP program is used, then the Players will not be updated with the correct database and/or content. All updates must take place using our software and the procedures in the Manuals. Only use external FTP software, e.g. filezilla, to check that content has been uploaded to FTP server correctly, NEVER to transfer content.
    18. WINDOWS MEDIA PLAYER ISSUES: USERS OF WINDOWS MEDIA PLAYER (WMP) IN A VERSION OTHER THAN ENGLISH - We have been advised by a couple of users that they have located a problem playing videos when using WMP in Brazilian Portuguese, French, Russian and Swedish. When they change the Player PC to WMP version 11 English version, the problem playing videos is corrected. Update the database on the Player/s by forcing a download of the new database to the Players (Player Manual: Digital Recall Player Settings/ Step 3).
    19. Still maybe an FTP issue? – Sometimes, even if there is a successful "Test Connection", some FTP's services block connection. See the FAQ "FTP not connecting/ Points 4,5,6 & 7.
    20. Files TOO large?? - Your FTP service may have a limit on file sizes you can transfer. Some services have a maximum upload limit and will "time out" if your upload exceeds that limit. No transfer will occur. Check with your FTP provider.
    21. As a final test to determine whether the problem is with the FTP service or not, set up your system as a LAN – See User Manuals. If that works, then the problem is definitely with your FTP, and you may need expert help from someone who is experienced setting up PC systems.
    22. Restart the Player PC
    23. Using Netgear ReadyNAS? the NetGear ReadyNAS does NOT cater for Daylight Saving Time. NetGear allows altering of the timestamp on the device itself ... this would need to be done twice annually.Workaround: Switch off auto DST on the Players and the Manager PC (Special thanks to George Proost for finding that one!!)
    24. See under the FAQ titled "Problem playing adverts"/ "Black screen ..."
  • Why don't updates start playing immediately

    1. Have you checked the FAQ "Player not receiving updates" - please do so.
    2. If you are busy doing an upload to the FTP at the Scheduled time that the Player is "Checking for updates" (e.g. every 10 minutes), then the Player will NOT download the file from the FTP that you are busy uploading to the FTP - because it would cause an error.
      It will download that file on the NEXT scheduled "Check for updates" period.
      The size of the new files and the speed of the internet connection will determine how long it takes for the download to finish. This can range from a minute to 20 minutes (or more).
  • My base FTP folder cannot be created from my root FTP folder.

    1. By default the base FTP folder for Digital Recall transfers will be created from your root FTP folder.
      If this is a problem, you can manually set the base FTP folder for file transfers.
      For instructions go to Manager Manual/ FTP LAN Settings/ Connect via Internet.
  • PC Specifications?

    1. Please see the Hardware Specifications shown on our website. In summary: - Our system requires that the PC has Windows XP (SP3), Vista or Windows 7 installed. It should be a 32 bit Operating System. Our system is not tested on Servers.
    2. Whilst you can use an existing PC for the Manager Software, we suggest a dedicated PC for the Player PC. Each Player PC can have multiple monitors attached, with each monitor playing it's own independent content. Obviously, the number of monitors you can attach to each Player PC is hardware dependent. If you want more than 1 monitor, then you will need a multi-head graphics card. Don't forget that the more zones and/or monitors you have the more processing power the PC requires. We suggest minimum dual core, however you may need a higher specified PC. ATOM CPU's are generally not recommended for Digital Signage applications.
  • Can I use a Flash drive instead of C?

    1. No.
  • Can I use Windows 8?

    Please see this FAQ

  • Can I use Vista?

    Yes. Version 4 is Vista Complaint.

    1. When installing Digital Recall using Vista, always install as an administrator.
    2. Install the Vista Codec Pack on both your Manager & Player PC's or you WILL experience problems. MS Vista Codec Pack can be downloaded from here:
      http://www.free-codecs.com/download/vista_codec_package.htm
    3. If you have problems connecting to the FTP using Vista you may want to try either of these three options that other users have used successfully:
      - Option 1: Turn off the User Account Control (UAC)
      - Option 2: See: http://wpfwonderland.wordpress.com/2007/07/11/using-ftp-from-vista/ "I've had some trouble connecting to a new FTP server today from my Vista computer. Here's are some steps to check if you are getting the "An Error Occurred opening that folder on the FTP server" error message. …"
      - Option 3: a) Go to the Start Menu. b) Go to Help & Support. C) type "Program Compatibility Wizard. When you are asked to select a program, search for Digital Recall Player and automatically install a patch. D) Restart the PC
    4. If you get a Popup indicating the Windows Media Player could not locate content. Solution: Go into the Windows Media Player options and uncheck the "Find media that others are sharing" option on the "Library" tab under the "Configure Sharing" button.
  • Can I use Windows 7?

    This appears to be no problem BUT there are settings that need to be changed on the Player PC. This is also addressed in more detail in the Player User Manual.
    On the Player PC, DigitalRecallStarter.exe must be set to run in Windows XP compatibility mode as follows:

    1. Right-click on "Start Digital Recall Player" on the Player desktop.
    2. Select "Properties" from the drop-down list.
    3. On the Properties window, select the "Compatibility" tab.
    4. In the "Compatibility mode" box, tick "Run this program in compatibility mode for:" and select "Windows XP (Service Pack 3)"
    5. Click OK.
    6. You can then start Digital Recall Player.
    7. Remember to turn off User Account Control, otherwise you will always be asked if you want to run this program when it starts up.
  • Can I use a server-based system?

    1. Digital Recall is not certified, nor has it been tested to run on a server operating system. We have however been advised that Windows Server 2008 may be suitable, but we do not vouch for that.
  • Can I use a Proxy or Authenticated Proxy with the RSS Feed?

    No - Digital Recall does not support proxies or authenticated proxies.

  • Can I set up my own FTP if I do not have access to my ISP's FTP?

    Contact another ISP and ask them if you can get an FTP. It may mean that you need to register another domain name and let them host it just to give you access to the ftp. You can look at sites such as Filezilla or Cuteftp - Use FileZilla Server (download and follow server setup instructions online at http://filezilla-project.org/).

    NEVER use your FTP program to transfer files etc. Digital Recall has its own FTP program built in. If you do not follow the procedures to upload adverts etc that are in the manual, you will experience failures to update etc.

    If all computers (players and manager) are on the same network, use LAN connection instead of FTP - See Manager User manual

  • Can I use wireless?

    1. Wireless is NOT recommended and does not provide a consistent 24/7 connection under all circumstances. Make sure the Manager is hard wired into you switch/router. Also note that cordless Phones/fax's at 2.4Ghz can (and probably will) knock out your wireless LAN connection for that brief moment when FTP'ing/ uploading to your ftp.
  • Reinstalling Manager on another PC (New Manager PC, OR Your Manager PC crashes)

    1. If your Manager PC crashes, and you need to replace Digital Recall on your Manager PC it is VERY important that you do not simply Download Digital Recall Manager Software onto your New Manager PC and re-enter your code and upload. This will cause you HUGE PROBLEMS. Â
    2. Why? Because each time you upload from your Manager PC to your Players, the database counter increases by 1. As a result your new Manager database (which is the one that comes directly off our website as part of the download package) is going to be a much lower number than those on your Player PC's, and they will not download it (because they will look at it and say "My database is a higher number - I don't need this one"). You must therefore follow the following process:Â
      1. Download the Manager Software onto your desktop. You can get the link to the Manager Software by following the Download Free Software" link on our website, or click on this link.
      2. Make sure that you use the same version of Digital Recall on Manager & all Players.
      3. Install the Manager Software from your desktop.
      4. Close Manager Program.
      5. Now enter the Additional Option Registration Details that you received when you purchased the code(s).
        1. After entering the code, if you get an error message as follows: “This E-mail address and Licensee Name is different to the previously registered E-mail address and Licensee Name�, please do the following in order to clear out any old data in the fields (which are causing this message):
          1. “Delete All�; Then “Close�; Then “Exit�
          2. Reopen Digital Recall Manager and copy and paste the Registration details (from the email you received containing your Registration Code). Â This is described on page 3 of the Additional Options User Manual (which you received when you purchased the code(s)). - All fields are case and space sensitive. Please do this carefully.
      6. Now proceed as follows: If you cannot access the c drive from your "old" Manager PC (because its crashed and "died")
        1. From FTP or LAN (or from the Player PC if relevant)
          1. Copy the database file to the database folder on the Manager PC (c\digitalrecalldss\data)
          2. Copy the contents to the contents folder on the Manager PC (c\digitalrecalldss\content)
          3. You may also need to copy the Settings to the settings folder(c\digitalrecalldss\settings)
      7. If you can access the c drive from the "old" Manager PC (example: you're changing to a new Manager PC)
        1. From the "old manager PC
          1. Copy the database file to the database folder on the new Manager PC (c\digitalrecalldss\data)
          2. Copy the Contents to the contents folder on the new Manager PC (c\digitalrecalldss\contents)
          3. You may also need to copy the settings file to the settings folder (c\digitalrecalldss\settings)
      8. You will probably need to re-enter the FTP/LAN settings - Test Connection from manager (to FTP/LAN), and Test Connection from Players.
      9. Assuming "Test Connection" is good,Restart Digital Recall Manager
      10. Make a change to a schedule & upload as normal.
      11. REMEMBER - Your License permits you to have the codes installed on only ONE Manager PC at any one time.

Installing a new version of our software over an existing version

  • Before you install a new version of our Software over an older version

    1. Consult the Manager User Manual. Go to the Section "Updating to a newer version of Digital Recall".
    2. You must install the new version on BOTH the Manager PC and the Player PC's - if you have "mismatched" version numbers, the Players will not update.
    3. BACKUP OLD VERSION: Although we thoroughly test our Software it is possible (as with all software) that there may be bugs. We will attempt to correct any bugs. As a backup, we suggest that BEFORE you install the new software you do as follows:

      1. On the Manager PC go to c\digitalrecalldss
      2. right click on that folder and "copy"
      3. now paste that folder and change the name of that pasted- copy to c\digitalrecalldss_old.
      4. You will now have 2 folders one under the other c\digitalrecalldss AND c\digitalrecalldss_old
      5. You will now have a full backup of the files that existed before you did the upgrade, so that IF there are any issues, you will retain the ability to go back to your previous version.
    4. Always read the Version Notes (see link on Home Page of our website).
  • Will I lose any data?

    • No. The new version will not over write your database.
  • Error 1904's when I install. Why?

    • Just hit "OK". It's nothing to do with our Software.
  • Digital Recall Database is out of date" message when I install the new version. Why?

    • No Problem. It's normal. Just "Click to see if it can automatically be upgraded". No data will be lost.
  • Digital Recall can upgrade your database. This will only take a few moments and no data will be lost. Upgrade your database now?

    • Click Yes
  • Database upgrade failed. Your previous Database has been restored. Please contact info@digitalrecall.com.au for assistance"

    • Cause: May occur when installing a new version over an old one. Reason & Solutions/s follow.
      Reason: the folder DigitalRecallDSS has probably been installed on TWO different drives. The original is on C (Check whether there is a c\DigitalRecallDSS), but if you have another drive, you'll find that the new DigitalRecallDSS is probably on THAT drive – please check.
    • SOLUTION 1:

      1. Copy the file digitalreacallupdate.mdb from the folder DigitalRecallDSS\data\update folder on the "other drive" i.e. NOT the C drive, to the same folder on the C: drive.
      2. Now start up the Digital Recall Manager again. The database upgrade should now work.
    • SOLUTION 2 - If the above does not work:

      1. Check that you have the file digitalrecallupdate.mdb in the folder C:\digitalrecalldss\data\update.
      2. Open the database file in Microsoft Access and check that the value in the DatabaseVersion field is #.## (whatever the new versions' number is. See the website home page) .
      3. If it is NOT the new version number change the value to the new version number and run manager again. This should then upgrade the database correctly.
  • How can I get to all my remote Player PC's to download the new Software onto them?

    • We hope you are'nt driving around to each one! Too hard!!
      When you first setup your Players & manager we suggested that you load LogMeIn Free onto them. This is FREE remote control software that allows you to access your remote Players from your Manager. Google it

      1. Using LogMeIn take control of your remote Player from your Manager PC
      2. Using internet explorer download the new version of the Player Software onto your Player PC & then install it.
      3. Send a schedule update to your Player (from your Manager)
      4. Using LogMeIn again, check that the everything is A-okay.

Problem playing adverts

  • Can hardware cause problems with instability?

    • ABSOLUTELY. Here are some basic pointers. This is from the following excellent link: http://blogs.techrepublic.com.com/10things/?p=219 Remember YOU must finally decide. Googlesearch & get advice. Test your system for a few days before deployment:
      1. Power Supply: Some systems, especially those with multiple high-end video cards or lots of add-on cards and peripherals may require a PSU rated at 800 watts or more. Replacing a failing or inadequate power supply can make a previously unstable system stable.
      2. Video Card: Make sure you select one that's up to the task, or you will have freezing and other "horrible" problems.
        To trouble shoot monitor & Video card problems start here: http://windowshelp.microsoft.com/Windows/en-US/Help/2582c444-448c-4fb5-ba0c-d753f88d64791033.mspx
      3. Monitor & Drivers: Ensure that they are compatible, and that you have the most recent drivers installed.
    1. Why do I get a black screen OR
    2. Why no download of files sent from Manager to Player/s?
    3. Using Windows Media Player in Portuguese, Swedish, French, Russian? - see point 14

    1. "Black screen" when you first do the Installation
      * Did you follow page 11 of the Player Manual? There is an additional Step required when you first install. Be sure to read the top of Page 12 very carefully!
      * Did you Add a Monitor in the Location? If you did not, there will be NO display - See Manager Manual/ Locations/ Add a Monitor.
      * Be sure you did NOT schedule the monitors to turn OFF at the time you want them on - see the Locations screen "Turn Monitors OFF from etc". *Did you follow ALL of the FAQ's in "Installing Software?"
    2. Check that the advert that you expect to appear is actually in the content file of the Manager PC at c\DigitalRecallDSS\content. If not, see Manager Manual/ New Advert
      2a. Check that the advert is actually in the above content file on the Player PC. If not, go back to Manager, to Adverts and "Mark for Upload".
      2b. Check that the advert appears in the list of Items that will be uploaded, then upload it.
      2c. Either wait for it to be downloaded to the Players or "Check for Download" on Player PC - See pages 9-11 of Player Manual.
      2d. IF you had previously already uploaded these adverts to your Players, then marking them again for upload and uploading again will not work. Why? Because your Player does not see anything new on the ftp - those adverts were there (from the old upload), and are still there (from the new upload) so it ignores them. Either change the name of the advert slightly, and recreate the loops with the "newly named" adverts and upload them OR Copy the adverts into the c\digitalrecalldss\content folder on the Player PC
    3. Does the content play on the Manager PC in "Preview Loop"? (see p28 of Manager Manual)? If it does, check codecs etc (see below) on Player PC
    4. Try using an advert with another format (eg. jpeg) - does that play?
    5. Is the format of your file supported by our Software?
    6. If using .swf file - does it comply with the specs shown on our website? (Side menu/ Using other adverts/ Advert specifications).
    7. Is there a monitor set up at the Location? (See Manager Manual)?
      If so, change the Monitor type then change it back again. When system asks if you want to "upload changes" , do it. Does Player work now?
    8. Check that you have not set the monitors to turn off at the "on" time (Manager Manual/ Location/ Add Monitors/ point 8)
      8.a) Check that you have not set your monitors to turn off/ go to sleep after a specific time - See Control Panel/ Hardware & Sound/ Personalization/ Screen Saver Settings/ Power Management.
    9. Intermittent black screen, or black space between ads may also be caused by Driver, Video Card issues, video drivers ... (Google search "Black screen")
    10. CODECS - Do you have the correct codecs installed on PC's? This is critical, or the files will not play properly or at all.
      • i) You must ensure the correct codec is installed on BOTH the player PC & manager PC. Codecs are required to encode and/or decode (play) audio and video. Google "Codec packs".
        a) To find out exactly which codec is required by Windows Media player, just download G-Spot (freeware) and point it to the AVI file. It will give you the name of the video/audio codec(s) you need, and then you can just Google for them. You can download G-Spot at: http://www.free-codecs.com/download/GSpot.htm
        b) Always ensure you have the latest XVID codec installed on your system http://www.xvidmovies.com/codec/
        c) This link contains the latest codecs. With the K-Lite Codec Pack you should be able to play 99% of all movies. http://www.free-codecs.com/download/K_Lite_Codec_Pack.htm. If necessary you may need to download Klite Codec Pack Full.
        d) USING VISTA? - You MUST use Vista Codec Pack - download from here: http://www.free-codecs.com/download/vista_codec_package.htm
        ii). Is the file format supported by our Software? - a) See Home page - Free Software/ Information, AND, b) See "Additional Software Options" - Play Windows Media
        Also see FAQ below "Problem playing a specific file format - avi swf wmv"
    11. Check that the "date format " is the same on your Manager PC & Player PC's - inconsistency will result in problem. See P4 of Manager Manual "Regional & Language Options". If you have "Start & Stop" dates (in your Advert Loop) does removing those dates from the loop result in the adverts playing (after uploading again etc)?
    12. VERY IMPORTANT - Check that you have BOTH read AND write privileges to your ftp. Very often you will NOT have write privileges. (As your ISP). You can also check by using an ftp client such as filezilla to copy a word document to your ftp. If it does not copy the doc to your ftp, you do NOT have write privileges.
    13. DO NOT USE YOUR OWN FTP PROGRAM TO TRANSFER FILES ETC> - Digital Recall Manager and Player have built-in FTP communications, to transfer DR files. If an external FTP program is used, then the Players will not be updated with the correct database and/or content.
      All updates must take place using our software. Only use external FTP software, e.g. filezilla, to check that content has been uploaded to FTP server correctly, NEVER to transfer content.
    14. USERS OF WINDOWS MEDIA PLAYER (WMP) IN A VERSION OTHER THAN ENGLISH We have been advised by a couple of users that they have located a problem playing videos when using WMP in Brazilian Portuguese and Swedish and French and Russian. When they change the Player PC to WMP version 11 English version, the problem playing videos is corrected.
    15. Have you inserted anything into the "Root Folder (optional) section in the dialogue box (where you keyed in your ftp details? There was a bug in this "Root Folder" option which has been fixed in V2.99
  • CODECS - Black screen; Audio only (no picture); Stuttering/ jerky picture etc

    • Codec's are required to play video files. You need to ensure the correct codec is installed on BOTH the Player PC & Manager PC. If you do not, the file may: not play at all, or it may freeze, or only audio may play, etc. (Google "what codecs do I need to play a (file format name) file")
      1. For avi files: To find out exactly which codec is required by Windows Media player, just download G-Spot (freeware) and point it to the AVI file. It will give you the name of the video/audio codec(s) you need, and then you can just Google for them. You can download G-Spot at: http://www.free-codecs.com/download/GSpot.htm
      2. Always ensure you have the latest XVID codec installed on your system http://www.xvidmovies.com/codec/.
      3. This link contains the latest codecs. With the K-Lite Codec Pack you should be able to play 99% of all movies. http://www.free-codecs.com/download/K_Lite_Codec_Pack.htm. If necessary you may need to download Klite Codec Pack Full.
      4. USING VISTA? - You MUST use Vista Codec Pack - download from here: http://www.free-codecs.com/download/vista_codec_package.htm
      5. divx files: Ensure that you have installed the latest Windows Media Player (11); and that you have installed the latest DivX codec from their website; and that you have set up Windows Media Player as the default player for DivX files (right-click on the divx file, select 'open with' and select 'Windows Media Player 11', ensure 'always use this program for this file type' is ticked)
  • Player stops updating (downloading) after working fine for a while

    • If you are installing for the first time, then see the FAQ/ Installing Software/ 4. Player not receiving Updates
    • This FAQ is only if the Player has been downloading updates from the Manager (LAN/FTP) in the past with no problem, and has suddenly stopped after working fine for a while.

      1. Please go to System Status button in Manager and Click on Refresh System Status. Check what the Manager Database Counter is, and what the Player Database Counter is.
      2. If the Manager Database counter is LOWER than the Player Database Counter, then it means your database has become damaged (or you may have transferred a database into the folder).
      3. If it is lower, then, when Player looks at the database it is saying "My database is a higher number, I therefore will not download this new database"
      4. IF that is the case, then we need to remedy this as follows: a) Close Manager Program b) Copy the database from Player c\digitalrecalldss\data TO Manager c\digitalrecalldss\data. c) Open Manager. d) Then do a change to the schedule in Manager and upload.
      5. If it is NOT the case, then it may be an issue in different date formats between your Manager; Player and FTP. Please change Regional Settings on your Manager and Players to, say, UK (dd/mm/yyyy h:mm:ss - even though you are not in the UK) - and then try the whole process again from the start. Do NOT use a 24hr time format. Use a 12 hr time format.
      6. If that still does not address the problem, then see this FAQ for other items to check. Please take the time to do so BEFORE you contact us, as we will need to direct you to follow these steps in any event,
  • Problem playing a specific file format - avi swf wmv divx IMPORTANT:Ensure your file complies with the (Specifications Shown )

    1. Multiple Formats in a Loop?

      1. If your Loop freezes at a particular advert all the time, then you know that that particular ad format (or simply just that ad) is the problem. Remove that particular ad, and see if the loop still sticks. If it does, remove all das of that format and see if the loop still sticks.
    2. For avi & wmv & divx & MPG files

      1. You will probably need to purchase the "Play Windows Media" option for most of these (see under Additional Software Options on our Home page). Regarding AVI - Please see the next FAQ "Some .avi do not play on the free version of the Software - Why?"
      2. AND
      3. You must ensure the correct codec is installed on BOTH the player PC & manager PC. Codecs are required to encode and/or decode (play) audio and video. Google "Codec packs"
      4. To find out exactly which codec is required by Windows Media player, just download G-Spot (freeware) and point it to the AVI file. It will give you the name of the video/audio codec(s) you need, and then you can just Google for them. You can download G-Spot at: http://www.free-codecs.com/download/GSpot.htm
      5. Always ensure you have the latest XVID codec installed on your system http://www.xvidmovies.com/codec/
      6. This link contains the latest codecs. With the K-Lite Codec Pack you should be able to play 99% of all movies. http://www.free-codecs.com/download/K_Lite_Codec_Pack.htm For divx see next. For Klite Codec Packs see here
      7. divx files: Ensure that you have installed the latest Windows Media Player (11); and that you have installed the latest DivX codec from their website; and that you have set up Windows Media Player as the default player for DivX files (right-click on the divx file, select 'open with' and select 'Windows Media Player 11', ensure 'always use this program for this file type' is ticked)
      8. Check that there is not a compression error. a few customers have found that an error in compressing the ad results in freezing.
      9. MS Vista Codec Pack can be downloaded from here: http://www.free-codecs.com/download/vista_codec_package.htm
    3. Is the file format supported by our Software?
      1. See Home page - Free Software/ Information, AND,
      2. See "Additional Software Options" - Play Windows Media, PowerPoint, Word Excel etc.
    4. For .swf/ Flash files - Does the .swf comply with the required Specifications?
      Note: the swf MUST be authored in Macromedia Flash 10 or lower. See side menu.

      1. Koolmovies or Firestarter will NOT work.
      2. Do you have Flash Player 10 installed on the Player PC?? Please see point 3 of this FAQ
      3. Can I convert files to swf (using conversion software) and then play the swf?. NO. Conversion software is intended for web based applications. It's output is not suitable for our Software.
    5. Using Windows Media Player - Portuguese language version (or Swedish)? - Change to WMP v11 English version. We have been advised by numerous users that WMP Portuguese results in black screen; stuck videos etc. Why? hey ... who knows??
    6. PowerPoint files: see under FAQ's/ Additional Software Options/ PowerPoint
    7. Also see the FAQ below - "Why do I get a Black screen..."
    8. 7. Using Celeron etc Out hardware spec calls for minimum Pentium 4. Large .avi & .wmv files may "freeze" if Celeron is used
  • Why do my adverts "Freeze" after a few minutes/ hours of playing normally?

    1. Make sure you are using the latest version of our software.
    2. Are you using Windows Media Player English version 11? We have been advised by a few of users that they have located a problem playing videos when using WMP in Brazilian Portuguese, Swedish, Russian & French. When they change the Player PC to WMP version 11 English version, the problem playing videos is corrected. Solution: If you do not have WMP English version on your PC, install WMP v11 English version onto your PC. See if that addresses the problem
    3. Ads(jpegs)or PowerPoint ads freeze after hours of working fine. PC not frozen, just the ads do not move.
      1. Main Cause 1: Certain European Regional Settings & 24 Hour clock can cause freezing (Strange but true). Solution 1: Change Regional Settings (in Control Panel) to English United States or English Ausytralia, and 12 hour clock. Yes - we know. Sounds silly but ... it's been a cause with a few users! Do it please.
      2. Cause 2: The Virtual Memory on the Player PC may be too low. Solution 2: Increase the Virtual Memory on the Player PC. See the process by Googling "How to increase virtual memory on XP/ Vista/ Windows7 PC" (Note: select which of the 3 Operating systems is applicable).
    4. Using Flash (swf) ads? - If these are published using CS3 (AS3) it may freeze -Please see this FAQ
    5. Is Flash 10 Player installed on the Player PC?

      1. This may be the cause of the problem. It is widely experienced. See this Post, and Google "freezing using Flash 10". Solution: Uninstall Flash Player from your Player PC. Digital Recall does not need Flash to be installed on the Player PC in order to Play Flash files.
    6. 4 AM Restart: When you setup the Location, ensure that you select the "PC Restart at 4am" option - Restarting flushes the RAM.
    7. Memory Leak: If you are displaying a URL, or a RSS Feed, or one of your ads/ content may have a memory leak. On the Player PC, check the Task Manager/ Processes/ DigitalRecallPlayer.exe to see what the memory usage was at the time of freezing.
    8. Freezing may also be caused by overheating of the PC (because of a low rated power supply, or dust etc) or because of the Graphics card.

      1. Google search your Graphics card as follows: "freezing using (card name)" to see if there is a general problem using your graphics card
      2. To check for overheating that causes freezing - SEE this link http://forums.pcpitstop.com/index.php?showtopic=146162. Scroll down until you get to the good stuff! It tells you WHAT to check, and HOW to check it. It is essential that you check the above link!
      3. Dust in your PC will lead to overheating etc. Open your PC and look if the area around the fan etc are caked in dust! That causes heat build up & freezing.
    9. System errors or freezes while using Adobe After Effects on Windows XP - See this link: http://kb.adobe.com/selfservice/viewContent.do?externalId=332589&sliceId=1

      1. Flash File Memory leak may cause freezing: See this link http://www.gskinner.com/blog/archives/2005/10/major_flash_pla.html
      2. ISOLATE BY REMOVING ALL FLASH FILES FROM LOOP AND USING A SIMPLE JPG TO SEE IF THE ERROR/PROBLEM STILL OCCURS. IF IT DOES NOT - IT'S THE FLASH FILE.
    10. Updating motherboard chipset drivers may assist. See last post in http://forums.nvidia.com/index.php?showtopic=7840&hl=video+freezing ... "If you have this problem, update your motherboard chipset drivers. It's as simple as that. I have a VIA chipset so I went on VIA's website and got their latest chipset drivers. And bingo, no more video freeze".
    11. Processors with lower specifications(eg P4; Celeron or ATOM) may cause problems. The type of formats you are playing, and the number of zones / monitors that the Player PC is controlling will necessitate better performing CPU's. We suggest dual core as a minimum.
    12. If your PC or Operating System does not comply with the specifications this may be the cause - see the FAQ titled "Hardware & Software Specifications" and also the side menu Menu on our website "Setting Up Your System"
    13. Using a Laptop? The graphics management package may be clashing with the built in laptop power management software, but does so only when media player is running. Removing the Graphics management software seems to fix the problem.
    14. To trouble shoot monitor & video card problems try here: http://windowshelp.microsoft.com/Windows/en-US/Help/2582c444-448c-4fb5-ba0c-d753f88d64791033.mspx.
  • White screen instead of advert

    • The causes may be many. We have found the most common cause to be Flash 10 Step 1: Using Flash Player 10?? That may be the cause. Flash 10 causes conflicts. IF you need Flash installed on your Player PC , you may need to roll back to V9. See this link (scroll down after accessing it) http://www.adobe.com/cfusion/webforums/forum/messageview.cfm?forumid=67&catid=470&threadid=1401671&enterthread=y Note; - a Flash uninstaller and Flash 9 installer may be found on the adobe archives site. NOTE: That you do not NEED to have Flash Player installed on your Player PC to play Flash files using Digital Recall.
      Step 2:Try another Flash file (ask us for one) - that will tell you whether its your Flash file or something else
      Step 3: Try on another PC
      Step 4: Here are some links to consider:
      1. http://www.daniweb.com/forums/thread17104.html - Very good for Dell screens
      2. Also: https://bugs.launchpad.net/ubuntu/+source/compiz/+bug/159594 - Driver; Processor
      3. Flash CS4 may be the Cause - http://jobemakar.blogspot.com/2008/10/flasch-cs4-and-white-screen-of-death.html
      4. White Playing WAV and MPG Files – See here http://www.themssforum.com/Powerpoint/Video-white/ " … Are you ready for this?!?! if you have problems getting your WAV and MPG files to play try shortening their file > names to 24 characters or less. I did this and the files that previously would not play then worked perfectly. I have no idea why 24 characters is the "Magic" number.."
      5. If you're using Flash, be sure to follow the specs for creating a flash file - see side menu of our website/ Using other adverts.
      6. Alter the frame rate of your video to 25 fpm
  • Some .avi files do not play on the free version of the Software - Why?

    • Please see here http://answers.yahoo.com/question/index?qid=1005081700011, and Google "different types of avi".
      AVI is a "container". Your file may contain a format (WMV etc) that requires the "Play Windows Media" add-on in order to play it. If it has the message "format type doesn't match ...", then that is the case. It's not an attempt by us to mislead etc, so please don't start thinking like that.
      HOWEVER, where your .avi simply doesn't play, it may simply be that you do not have the correct codec installed - See the FAQ above "Problem playing a specific file format - avi swf wmv"
  • Can I use the same Advert file name and just change the content?

    1. When you use an existing file name, the system thinks the advert already exists, so will not upload it again.
    2. To re-upload a newer jpeg (or other advert file) of the same name, user must click "Mark for Upload" on the "Advert" screen for that advert. Ensure/ check the date of that jpg file is newer than the one that was there, or the Player will not recognise it as a new file, and will not download it.
    3. If it still doesn't upload, change the advert file-name slightly and treat it as a new advert, & load it onto the system and into your loops etc- see Manual.
    4. Editing a PowerPoint (PPT) advert of the same name should result in the PPT file-itself having a newer date (as a result of the editing process) and can then be uploaded and played correctly. You should test this yourself first. If necessary use the "Mark for Upload" in The Adverts screen. BEFORE uploading you will still need to reselect that PPT file in "Adverts" screen (by clicking on its name in "Adverts") in order to allow the system to recalculate new length/ duration of the edited PPT. If you don't, you risk getting a message 'end of slideshow reached', and it will not loop.
  • Screen freezes for a few seconds then continues playing

    1. Malware: This may be as a result of malware on the PC see this link
    2. Video card/ Drivers: This may be a driver or video card issue - Google "pc freezes with (video card name & model)".
    3. Webpage refresh: If the brief freeze/ unfreeze is occuring when your system is playing a webpage, then it may be the webpage refresh that is causing the freeze/ unfreeze
  • The image does not fit the monitor properly. OR The Tickertape is partially obscured

    • See FAQ's under "Additional Software Options"
  • Why can't I see the video when I'm playing a video file (using Windows Media Player)?

    • This question is related to the one above. There are numerous answers. Go to this web address: http://www.microsoft.com/windows/windowsmedia/knowledgecenter/mediaadvice/0064.mspx
  • My file format does not stretch to fill the screen. Why?

    1. If you do not have the Zones/ Split Screen option activated, then you must go to the Manager and click on "About" (at the top of the Manager screen). Then click on "About Digital Recall Manager". You will see a checkbox that says "Stretch Image to Fit". Check it. Do a normal upload after that. (Available from Version 4.0.0.32)
    2. If you have activated Zones/ Split screen (either by itself or as part of a Pack), then ensure that you have set the Zone to "Stretch Image To Fit" as per the Instructions contained in the Manual that you received for the Additional Software Options.
    3. IMPORTANT NOTE: Some file formats (see below) will not stretch to fit even if the box is checked, or the Zone is set to "Stretch image to Fit". These files can be made to expand, but cannot be stretched in one dimension only so as to change their aspect ratio. You must either match the zones' aspect ratio to your file, or the files aspect ratio to the Zone. This means that if the file is created in 4:3 aspect ratio and want to display it in wide-screen (16:9), you will find that there are spaces on the side. Why?

      1. DR Manager and Player use the installed copy of Windows Media Player to play AVI,MPG & .wmv files. Windows Media Player does not have the ability to stretch video to fill a screen. This can be seen by opening an MPG, WMV or AVI file using Windows Media Player, then selecting "full screen". You will notice that black bars appear above and below the image (or to the left and right if the picture is too high for the screen), however the image itself does not change it's aspect ratio to fill the screen completely.
      2. DR Player uses the Internet Explorer to play a webpage. The zone in which the webpage is displyed must be the same size & dimensions as the "original" webpage which you want to display, or it will be cropped.
      3. We recommend:

        1. setting up a zone that matches the aspect ratio of your AVI, WMV or MPEG, or
        2. embedding your AVI, WMV or MPG in a flash file or Quicktime file, which can be stretched.
        3. Also, unless PowerPoint files are created in the correct aspect ratio, there will be a space on the sides or below/ above depending on the aspect ratio in which they are created. To get a PowerPoint file to stretch you will need to convert it to .mov. Try using Moyea PPT to Video Converter for this. We do not endorse or warrant that this product is suitable, and get NO benefit for recommending it. For more information on this please see this FAQ
  • Video quality is poor

    1. Check your Resolution - is it high enough.
    2. Check the Video compression tool used. Google search it's suitability.
    3. Check the codecs installed. Even the wrong version of the Codec can result in pixillated/ ragged look.
      Google search "Correct codecs"
  • Jerky / flickering videos (also when I play multiple files)

  • Can I use portrait orientation?

    • YES - From Release version 4.1.0.52 and higher you can use Portrait Orientation as well as Landscape when you purchase the Zones/ Split Screen feature. Please contact us for a 14 day free trial.
  • Can I use an FTP program to transfer files etc?

    • No. Digital Recall Manager and Player have built-in FTP communications, so no other external FTP program is required to transfer DR files.
      If an external program is used, then the Players will likely not be updated with the correct database and/or content, as they don't know what's available.
      All updates must take place using our software. Only use external FTP software, e.g. filezilla, to check that content has been uploaded to FTP server correctly, NEVER to transfer content.
  • When I upload to my FTP, the upload takes very long or sometimes gets disconnected. Why?

    • Make sure the Manager is hard wired into you switch/router - Wireless is not recommended. Ensure your ISP is local for the FTP as too many hops across routers could cause lost packets etc. Cordless Phones/fax's at 2.4Ghz can (and probably will) knock out your wireless LAN connection for that brief moment when FTP'ing/ uploading.
  • QuickTime - Why does a message "Digital Recall requires Apple QuickTime to be installed" start appearing on my Player PC?

Error Messages

  • "Invalid Registration Code" message on Player

  • Player crashes after hours/ days of playing - Windows 7 64 bit PC's

    • Flash Player versions have in the past resulted in errors on 64 bit PC's. This appears to have been fixed in the latest release of Flash Player (14 Mar 2012) which you should install.
  • Errors - Additional Software Options

  • Player Crash - Digital Recall Player has encountered a problem andhad to close. Error in module msvbvm60.dll

    • May be acused by a webpage advert you are displaying. Remove this advert from the loop and see if the error persists.
  • Errors when installing a new version of Digital Recall over an existing version

    • See the separate FAQ "Installing New Version of our Software over an Existing Version
  • "This E-mail address and Licensee Name is different ..." - message when entering "Additional Software Option"code

  • Error 0-Crypt decrypt during installation

    • This is due to the Chinese (or some other East Asian) language pack installed in Windows. We know that there are problems when using Digital Recall in Chinese, so you must please uninstall Chinese language support, OR use Digital Recall on another PC that does not have Chinese installed. Unfortunately we cannot correct this at this stage (in order to allow use of the Chinese Language Pack on Windows).
  • Error 5 - "Invalid Function Call" (when using Windows 7)

    • This error may occur when starting Digital Recall Player from the desktop, or when Digital Recall Player is restarted (for example when you set it to resteart at 4.00am, and when it receives a new database etc).
      To avoid it, DigitalRecallStarter.exe must be set to run win Windows XP compatibility mode as follows:

      1. Right-click on "Start Digital Recall Player" on the Player desktop.
      2. Select "Properties" from the drop-down list.
      3. On the Properties window, select the "Compatibility" tab.
      4. In the "Compatibility mode" box, tick "Run this program in compatibility mode for:" and select "Windows XP (Service Pack3)"
      5. Click OK.
      6. You can then start Digital Recall Player and this error will no longer appear.
      7. Remember to turn off User Account Control, otherwise you will always be asked if you want to run this program when it starts up.
  • Error 5 - Invalid Procedure Call or Argument frmPlayer.IsMonbitorVisible)

    • Remove the "from" and "to" times (from the Locations screen for Monitors Off "From" "TO")). Also update the date & time formats to Regional Australia (or United States) and to dd/mm/yyyy and hrs:min:secs am/pm. If that does not solve it, remove the Start and end dates for that advert in the Loop.
  • Error 5: invalid procedure call or argument in line 20 (FRM Starter.RunPrograms) - When Player starts up

  • Error 7. Out of memory while starting player

    • Caused by an OS patch that has been downloaded onto your PC. (Switch off auto updates)
      Solution: On the Player PC reinstall the Digital Recall Player Program as follows:

      1. Close the Player
      2. There should be an icon on the desktop called Setup_DigitalRecallPlayer. Double click on it and re-install the Player software on the Player PC
      3. Restart the Player.

      If the error persists, then try a complete uninstall & re-install of both Manager PC & Player PC's as follows:

      1. Close both programs
      2. Go to Control Panel & remove/ uninstall the programs
      3. Re-install Manager Program & follow the User Manula
      4. Re-install Player Program & follow the User manual.
      5. See if that addresses the problem.
      6. If not, Contact Us
  • Error 9 - Subscript out of range in frmPlayer.load - line 30 (frmPlayer.Form_Load)

    • This error can arise as a result of a faulty monitor-set up when you setup the "Location" in Digital Recall Manager.

      1. Check that you have numbered the Monitor in "Location" as "1".
      2. Check that you have set the Player to start on the monitor number that you have shown in Locations. (When you start the Player, click "Settings", look at what Monitor number you have set the Player to start on. If you've specified Monitor "2", but don't have such a monitor specified in "Location", then this error will appear).
      3. If you have a dual headed video card, make sure that you have coordinated the Monitor numbers between Locations; Player settings & the Display Properties in Windows. By clicking "Settings" / "Identify Monitors" you will see what number is the primary monitor. If you have set the Player (in "Locations" screen) to start on Minitor 1, but you have made monitor 2 the primary monitor, you will get this error. The monitors must be set out horizontally in Windows.
      4. Restart the Player PC
  • Runtime error 10 "Array fixed or Temporarily locked"

    • Cause 1: Occurs if you are attempting to use a Flash authoring program other than Macromedia Flash. You cannot use programs such as Firestarter or Koolmovies to create a swf file.
      Cause 2: Does the loop containing the advert play when you play it on the Manager in Preview Loop?
      Does the error always occur at the same stage (on the same advert) when the loop plays on the Player?
      Check that each advert that is supposed to play actually exists in the folder on your Player PC named: c\DigitalRecallDSS\Content. (If it does not, go back to the Manager, Mark that advert for Upload, and upload it again).
  • Error 13 - Type mismatch (frmplayer.ismonitorvisible)

    • Caused by the Monitors being set to be "Off " at a particular time, but atempting to display it on Manager.
      Solution: Go to the Loctions screen in manager. Set the "Off from" and "Off to"fields for that monitor to blank or 12:00AM and 12:00AM. Save the change. Now try again to see if the Error comes again.
  • Error 52 Bad File name or number(From Updater.LogUpdateFile)

    • In the Manager PC, please ensure that you do not have a file called "digitalrecall.ldb" in c:\digitalrecalldss\data folder. This is a database lock file that sometimes is left in the folder when a program accessing the database closes unexpectedly. Try manually deleting this file and try upload again. (This has happened twice in 4 years).
  • Error 70 Permission denied (frmStatus.ConnectToServer)

    1. Check FTP permissions - Ensure you have full read and write permission for the Digital Recall folder and all subfolders (you may need to ask your ISP provider).
    2. Turn off any anti-virus and firewall software you have installed, as this may be blocking access to some of the downloaded files.
  • Error 70 – Permission denied (modCommon_Features.FileCopyX)

    • That error usually indicates that the currently logged-on user (to Windows) is either not an administrator user, or the current user does not have full read/write permissions to all sub-folders in the C:\DigitalRecallDSS folder.
      Solution: Please ensure the current user has full read AND write access/ permission to these files, and see if this fixes the issue.
  • Runtime Error 70 -Permission denied in Line 60 (frmplayer.tmrCheckForUpdates)?

    1. Check your Player log file for that day to see if any errors were logged. You will find this on your Player PC at c\digitalrecvalldss\logs. Look at the log called PLAYER.(Date of the error).
    2. Remove any .sta files from the c:\digitalrecalldss\data folder on the Player.
    3. Remove the file called rssrefresh.txt in the c:\digitalrecalldss\settings folder in the Player if it exists
    4. Also ensure you have full read/write privileges to the c:\digitalrecalldss folder and all sub-folders.
    5. Try remove all files in the sub-folders of c:\digitalrecalldss\download (not the folders themselves).
    6. Report back to us to advise if resolved.
  • Runtime error 75 Path/ File access error. (Also Runtime error 76 etc.)

    1. First thing to try is to ensure all DR programs are being run as an Administrator. This is essential!
    2. Are you using the "Root Folder" option in the settings for your FTP? If you are, you MUST upgrade to Version 2.99 (or higher) of our software. Look at the FAQ "Installing a new version of our software over an existing version" BEFORE you dive into it
    3. Now test whether it works.
    4. IF you are NOT using the Root Folder option, OR If you have upgraded to Version 2.99 or higher and still have the same Error then:
      1. Are you using a LAN? Check that you have set up the shared folder as we have specified in the Manager Manual. If not, you will experience this error.
      2. Are you using Windows Vista? If you are, it is probably a "permissions" issue which is causing this error. Google search "disable Vista permission". You'll see that this "permissions" issue is a big "hassle" on Vista. Now decide what action you want to take in order to maybe disable the permissions.
    5. NOT using English on your PC? Action: Check the notepad file in c\DigitalRecallDSS\Settings\DRPlayer. If you have a language other than English, it will change the "True" and "False" to that other language. This causes a problem.
      1. Solution: Ensure the the following lines in the Notepad are as follows:
      2. ConnectInternet=True and SamePC=False
      3. You must use uppercase "T" and uppercase "F".
      4. Note: This "language problem" should not occur after Version 3.00, but check it in any event.
  • Error 91 Object variable or with block variable cariable not set in Playloop- Line 0

    • This is probably caused by a corrupted .mov file, or QuickTime has not been installed properly. SOLUTION:

      1. Uninstall and re-install QuickTime. Now see what happens (Thanks to Danilo from Graficrea for this).
      2. If the problem persists, remove all files (ALL formats), then add them back one at a time and see if the problem returns on a specific file. THAT's the culprit file! Remove it and re-do it to ensure it is not corrupted.
      3. If there are no .mov files, then a corrupted file in another format can be the cause (as well as a corruption in a download that was interrupted).
  • Error 91 Object variable or with block variable not set (modTicker.LoadAllTickerMessages)

    • This may be an issue where your internet connection has not fully connected once you restart the machine, and Digital Recall Player is trying to download any RSS feeds.
      Are you using any RSS ticker feeds on your system? Please check your Player log files on your player PC (in c:\digitalrecalldss\logs\) for any error downloading an RSS feed.
      You can also put a delay in the startup of Digital Recall, by adding a line to the c:\digitalrecalldss\settings\drplayer.ini file:
      [Settings]
      StartupDelay=30
      This will only start the Player program after 30 seconds, giving the Player PC enough time to connect to the internet before attempting to download anything.
      You can adjust the number of seconds to suit your requirements. The line [Settings] will already be present in the ini file, just add the new "startupdelay" line anywhere under that heading.
  • Error 91 - Object variable or with block variable not set in Playloop line 3050

    • Cause: May be caused by a corrupt file. Especially if a location uses cellular/ wireless internet connection which may result in the signal being lost (or weak) during a download which may may cause a file to be downloaded incomplete or corrupted.
      Fix: Close the Player (Shift+F2). Make a copy of the Contents folder calling it something like C:\DigitalRecallDSS\Content_CopyBeforeDelete.
      Also on the Player PC in C:\DigitalRecallDSS\Content delete all (except one if applicable) files from C:\DigitalRecallDSS\Content, leaving only the custom startup screen jpg file (if you have the "Custom Image on Startup" add-on activated).
      On the Player, "Check for downloads" to check for new content and wait for it to download.
      Once the files are downloaded check the files are present in C:\DigitalRecallDSS\Download\Content. Now start Digital Recall Player. The content should now get copied to C:\DigitalRecallDSS\Content. That should solve it.
  • Error 91. Object variable or with block variable not set (from. PlayerLoopMonitors)

    • Go to the Player/ Settings screen. Check that the number inserted in the field "Start Player Window on Monitor number___" is the SAME monitor number as when you go to the Player/ Identify Monitors button. You cannot have "1" inserted in the field, and the Identify Monitors showing numbger 2 etc.
  • Error 339 - Component ‘flash10c.ocx’ or one of its dependencies not correctly registered: a file is missing or invalid

    Explanation: The digital signage system uses an Adobe component called Flash.ocx to play Flash files.This component may have been over-written or been corrupted on your PC. In order to ensure that you have the correct component installed, please follow this procedure:

    1. Check whether Flash Player is installed on the PC by clicking on - http://helpx.adobe.com/flash-player/kb/find-version-flash-player.html). You can also see what version it is.
    2. If you do NOT have Flash Player installed on your PC, then install Flash Player 10 from this Adobe installer www.digitalrecall.com.au/Digital/Softwares/flashplayer10r45_2_winax.exe
    3. If you DO have Flash Player installed then do the following:
      1. Uninstall  Flash Player from your PC by using Control Panel/ Add Remove Programs.
      2. Run the following utility from Adobe to completely uninstall Flash (It removes all registry entries etc. as well): www.digitalrecall.com.au/Digital/Softwares/uninstall_flash_player.exe
      3. Run the Flash 10 installer    www.digitalrecall.com.au/Digital/Softwares/flashplayer10r45_2_winax.exe
      4. Reboot your PC
      5. Now run digital recall ad it should be fine. You can upgrade to a more recent version of Flash, Player and it should be fine.
    4. If you have any questions please contact us.

     

  • Runtime error 339: Component 'msvidctl.dll' or one of its dependencies ....

    • May occur on a Windows Server 2003 installation. Our system has not been certified or tested on a server-based system. To fix this issue (there may be others using a Server based system), the version of msvidctl.dll that is included with the Digital Recall installation must be installed. It appears that the version of msvidctl.dll that was included in Windows Server 2003 is either faulty, outdated or incompatible with Digital Recall.
      o To do this, follow these instructions:
      1. Using Windows Explorer, go to your \windows\system32 folder (on Manager and Players where this error is occurring).
      2. Rename the existing msvidctl.dll to msvidctl.dll.old.
      3. Answer "Cancel" to any prompts Windows gives about replacing system files or inserting installation CDs.
      4. Confirm that there is now NO file called msvidctl.dll in the \windows\system folder.
      5. Reinstall Digital Recall Manager (or Player).
      6. After the installation is completed, confirm that msvidctl.dll is now present in \windows\system32.
      7. Run Digital Recall Manager, open the Adverts screen and confirm that the screen now opens with no error.
      8. If the error persists, from the Windows Run menu, run "dxdiag" (Microsoft DirectX diagnostics) and at the bottom of the screen that is shown, confirm that the version of DirectX on this computer is at least version
      9. If not, please download and install the latest DirectX version from Microsoft's website.
  • Runtime error 339. Component "wmp.dll" or one of its dependencies not correctly registered.

    • This is a Windows Media player error. Go to: http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx and see what version you have and whether there is a more recent version you can use
  • Error 372. Failed to load control 'QTControl' from QTOControl.dll. Your version of QTOControll.dll may be outdated

    • Install QuickTime version 7.6.9 for Windows on your player PC
  • Runtime error 339: Component 'QTOControl.dll' or one of its dependencies not correctly registered

    • This is an Apple QuickTime error
      1.Go to the QuickTime website and see if there is a more recent version - http://www.apple.com/quicktime/download/
      2.Download it
  • Error 380 Invalid property value (frmPlayer.ResizeAdvert)

    • Cause: Maximum Resolution supported by PC is smaller than resolution to which you have set your monitor. May occur when attempting to Manually Resize Ticker Override. By adjusting the size of the TickerHeight & TickerFontSizze, your resultant resolution on the Monitor may be higher than that supported by your PC. Solution: Do NOT custom size the Ticker. Ensure that the Maximum Resolution on the Monitor & PC are set to the same resolution size.
  • Runtime error 381. Improper Index in Play Log

    • Do a "compact play log database" from the play log screen
  • Runtime error 384: A form can't be moved or sized while minimized or maximized

    • Set your monitor resolution to its "proper" resolution.
  • Runtime error 429. ActiveX component can't create object (modCommon_version. GetCurrentVersionNumber)

    • It is recognised as a Microsoft problem. Solve it as follows:Go to this Tech Support Forum - Follow the instruction provided.
  • Runtime Error 481 - Invalid Picture

    1. Images that are in CMYK color mode may cause this. Correct this by changing the image mode to RGB Color. We have found that this works. CMYK is used for printing. RGB is used for display.
    2. If the above does not work, then try saving the picture as a BMP (rather than as a jpeg). (This problem is recognised by Microsoft in there customer support section - http://support.microsoft.com/kb/175918)
  • Error 3044 – C:\DigitalRecallDSS\DATA\DigitalRecall.mdb is not a valid path

    • 1. Make sure you have Administrator privileges when doing the Installation
      2. If your PC has more than 1 drive check that the folder DigitalRecallDSS has been installed to c:\DigitalRecallDSS and NOT into d:\DigitalRecallDSS.
      If it has been installed in D drive, move the d:\DigitalRecallDSS to c:\DigitalRecallDSS
  • Error 3075 when downloading Playlogs

    Cause: Invalid date format in one of the log files that has been downloaded onto the Manager. May be caused because of the default language setting on the Manager PC. We know this can happen if the default language is Italian or Norwegian (but there may be others).
    Solution:

    1. Change the date format on Player PC AND Manager PC to the preferred format dd/mm/yyyy. This should also be the format used by your FTP.
    2. You may need to change your default language setting to English (because in some languages the month name can cause the error)
    3. Delete all play log files on the Manager PC, Player and FTP in the DigitalRecallDSS\Logs folder (i.e. all files ending in ".play.log"). Why? Because doing this will remove the invalid -format logs that have been downloaded onto the Manager (otherwise the error will continue to occur if they are still there).
    4. You will now have to wait for new Playlogs to be generated by Player PC and uploaded to Manager PC. This happens regularly through the day at the same time as the "check for updates". You can see this if you go to the Player PC and look in the folder c\digitalrecalldss\logs. Look at the logs called UPDATER.dd-mmm-yyyy.
    5. After waiting for new logs to be generated by your Player please go to the Playlogs feature on Manager and Download Playlogs again, and run the report. NOTE: You should download data for a date range of only 1 month at a time. If you have lots of screens and locations, you should download data for only 2 weeks at a time. Why? Because if there is huge amounts of data, you may get an error.
  • Error 3343 - Unrecognized database format 'C\:DigitalRecallDSS\Data\DigitalRecall.mdb

    • This error is commonly caused by surges, or when a "write" function is unexpectedly interrupted - this may happen if the download to the Player starts whilst the upload from the Manager is still in progress.
      Ensure that your "update frequency" (Manager manual/Locations) is not less than 10 minutes. This is the allowed minimum from V.2.96
      Next - You will need to copy the Digital Recall database from the Manager PC to the Player PC as follows:
      1. Go the Player PC.
      2. In the folder c\DigitalRecallDSS\data, rename the Digital Recall mdb file to Digital Recall_old.
      3. Now go to the Manager PC.
      4. Copy the file called Digita Recall (which is a Microsoft Office Access Application database file) from (c\DigitalRecallDSS\data) on the Manager PC, onto a memory stick.
      No memory stick or Player PC far away? Use email / hotmail to email that mdb file to the Player PC. You may need to zip it because Windows may not allow you to open it on the Player PC. See point 7 below regarding how to access your Player PC's from a remote location (your office).
      5. Now copy that file from the memory stick (or email attachment) into the Data folder on the Player PC (c\DigitalRecallDSS\data)
      6. Now start up the Player. It should be fine. If it is, make a change to the Schedules on the Manager PC and upload it to that Player PC.
      7. Accessing your Player PC's from a remote location: If you followed our suggestion that we made under the FAQ titled "Installation of Software"/ "Before you start the installation - important items" you will have installed LogMeIn Free onto your Player PC's - Here's what we said at point 7. "At some time, you WILL need to access your remote Player PC's (to restart them etc). Don't drive to them!!. Copy LogMeIn remote control software onto your manager PC & Player PC's. It's FREE and its a life saver! (Google it)".
  • Error 3421 Datatype conversion error (frm StatusDownloadsStatusChecks)

    • Occurs when doing System Status check.
      CAUSE: This may be caused by certain European Regional Settings. The dates are in a language that has characters the database cannot read. It therefore creates the error.
      SOLUTION: On the Players & manager PC, change the Regional Setting (in Control Panel) to English United States. Please make your date format dd/mm/yyyy. Please make your time format hr:min:secs AM/PM. DO NOT USE 24 hour clock.
      NOTE 1: You may also need to login to the digitalrecalldss folder on your FTP and remove all files in the Status folder, and try again. Why? Because the files with the "bad" characters are still there and may cause the error again.
      NOTE 2: BE CAREFUL TO DELETE ONLY FILES, NOT THE FOLDER ITSELF. After deleting you need to wait until the Player uploads new Status files to the FTP before you can do a System Status check again. Players upload Status files once an hour at 15 minutes past the hour (approximately).
  • Error - 2147217145 - The Microsoft Publishing Provider is not installed, so the URL document cannot be open for Write access. in PlayLoop - line ----

    Causes:

    1. May occur on some avi files. Cause unknown and may have something to do with the way these files are compressed/ decompressed or compiled.
    2. May occur on a PowerPoint File.
    3. To determine the cause further, have a look in the Windows Event Viewer to see if you can find out what would be causing the crash. To do this go to Control Panel > Administrative Tools > Event Viewer > Application and look for any entries with a red cross, indicating an error. Double-click that and send us screenshots of these errors showing Digital Recall as the program, or QuickTime etc.

    Solution: Attempt to create the file again. If that does not work try and save the file as a different format and try that. Maybe .mov.

  • Error -2147417848 Automation error in play loop line - 2230 (and Player screen is Frozen)

    • There are 2 probable causes. Both relate a faulty file of a specific format.
      1. If you are using swf files, please ensure that these are exported in AS2 (CS2) rather than AS3 (CS3). We have had 1 instance where files exported in AS3 (CS3) caused freezing. Try recreating your CS3 files by outputting them to a CS2-version instead of CS3 version, when you are creating the final SWF file. This will ensure that any CS3-only features are not included in the final (now CS2-compatible) SWF file, possibly preventing this error.
      2. If you are using a newly introduced QuickTime Movie format, remove it and see if the problem persists. Try uninstalling and reinstalling QuickTime.
  • Error -2147417848 Automation error in play loop line 0

    • FIRST: Try uninstalling then Reinstalling QuickTime
      If that does not work - May be caused by Iinternet Explorer 9. Please Google "Error 2147417848 using IE9". You may need to roll back to Internet Explorer 8 (or earlier). Please google "How to rollback from Internet explorer 9 to internet explorer 8"
  • "Database upgrade failed" (When upgrading to a newer version)

    This may occur when the incorrect version of the database structure file has been installed, which may sometimes happen if you are manually copying/moving Digital Recall folders before or after upgrading.To fix this:

    1. Please remove (or rename) the c:\digitalrecalldss\data\update\digitalrecall.mdb file (note it's in the Update folder - contains the empty structure database file).
    2. Then re-install the latest version of Digital Recall Player on that PC and confirm it then starts up normally and upgrades the database normally.
    3. If this still fails, then simply copy the c:\digitalrecalldss\data\digitalrecall.mdb file from a correctly-upgraded player onto this faulty one, and then you should be fine.
  • Cannot find database. Please ensure C:\DigitalRecallDSS folder is present on the C: drive

    • Occurs when trying to start up Digital Recall Manager after installation.
      Why? Because the the folder "DigitalRecallDSS" has been installed on a drive other than the C drive on your PC. (This occurs as a result of the Operating System selecting the external drive - for example your D or E drive.
      SOLUTION: Look on your other drives to find where the folder DigitalRecallDSS has been installed. Now move the folder DigitalRecallDSS from that other drive to your C: drive by dragging and dropping it into your C drive (or Cut & Paste).
  • Could not save 'LastDateCheck' entry in the 'settings' section....ini

    • If your PC has more than 1 drive check that the folder DigitalRecallDSS has been installed to c:\DigitalRecallDSS and NOT into d:\DigitalRecallDSS (or any other drive other than C drive). If it has been installed in D drive (or any drive other than C), move the d:\DigitalRecallDSS to c:\DigitalRecallDSS.
  • Error failed to activate control "VB User Control"...

    On your manager PC, make a copy of the folder c\digitalrecalldss, and name the copy something like c\digitalrecalldss_Backup. Why? Because you may need some components of this IF what we suggest next does not work out. Now do as follows:

    1. Remove the Digital Recall manager from your PC (by going to the Control Panel and Using the Add/Remove Programs)
    2. Reboot System
    3. Check to see if the folder c\digitalrecalldss still appears on your Manager PC - It should not. If it does, you must delete it, then Reboot the Manager PC again.
    4. Then reinstall the Manager Program by following this process.
    5. If the error does not happen again on the new install, then follow the above link top ensure that you have Manager & nplayers all on the same version number, and that Manager has the correct database and content in its folders.
    6. Here is a discussion on VB control problems as well as this may assist - read down a few postings for some "meaty" advice. http://www.vbmonster.com/Uwe/Forum.aspx/vb/21037/VB-User-Control-problem
  • QuickTime not installed message after Player has been working fine for a while - "Digital Recall requires Apple QuickTime to be installed before use. ...."

    • May occur on Digital Recall V4.0.0.35 or lower. (Has happened 4 times in last 5 years). This has been remedied on later versions.SOLUTION: Upgrade to the newest version of Digital Recall Manager & Player. Please CAREFULLY read the Version Notes (because you need to install newest version of QuickTime before you do the upgrade). The process to follow for Upgrading to a newer version is explained in your Digital Recall Manager Users Manual.
  • "System Status" button is "greyed out" in the Manager interface screen

    • If the player and manager are on the same PC, system status is unavailable, because there is no remote connection required. When set to LAN or FTP, the system status is re-enabled.
  • "Upload Status Error"when using Root Folder Option

    • 25 May 08 - We have found a bug that creates problems in the Player when downloading from an FTP site using a root folder. This also affects uploading of status files using a root folder. This has been fixed in Release V2.99.
      Alternatively, please try and find an FTP hosting service or ISP that allows you to create an FTP off the root FTP folder.
  • "Player download in progress. Cannot start upload - a Digital Recall is currently downloading data and/or content. Please try in a few minutes"

    • This message may be presented on the Manager screen when you attempt to do an upload.
      It will occur if you attempt to "upload" at the same time that you have scheduled your Players to check for new content - It needs to happen to avoid the situation where the file on the FTP starts being downloaded to the Player BEFORE the upload is complete - otherwise an error will occur (Error 3343). Obviously it cannot be downloaded whilst it's being uploaded.
      If your upload is in progress when your Player checks for content, then the Player will NOT download that upload. It will wait until the next scheduled download.
      SOLUTION:
      A. Try to Upload again in a few minutes. If that is still not successful then do B) below.
      B. Reset All In Progress Indicators as follows: 1. Go to the "Upload screen" (in Manager). 2. Click on the "FTP/LAN Settings" button. 3. Click on the Reset All "In Progress" Indicators button (next to the OK button). - Try doing the Upload again
      C. Only do this if you are convinced that there is no download in progress. If you are wrong, an error 3343 may occur. Actions: Manually remove "in progress" indicators by doing the following:
      i) log on to your FTP site using an FTP client, e.g. FileZilla, (or go to your shared LAN folder), ii) navigate to the DigitalRecallDSS\Status folder and delete all files with a "*manager.inprogress"
      extension and "*.player.inprogress" extension.
      This manual override will then allow any upload/download to be started
      D. If the message continues to appear change your "Check for updates" frequency to less frequent. For example: If you are checking for updates every 10 minutes, change it to every 30 minutes to see if that makes a difference.
  • DigitalRecallPlayer needs to close - Error in module quicktimempeg4.qtx

    • This is caused by the incorrect Codecs being installed on the PC. Try uninstalling all Codecs and re-install only Klite Codec Pack Full.
  • System Status reporting stops operating - Why?

    • The Systems Status function will update once every hour.
      You must press the "Refresh Status List" button for the latest report.
      Check that the date format is the same on all PC's and on the FTP.
      SOLUTION: If all the date formats are the same, but the system staus date is still incorrect, then you will need to re-set the "System Status Check Date" as follows:
       Go to Manager PC.
       Go to C\DigitalRecallDSS\Data - Use Microsoft Access to open the file called digitalrecall.mdb.
       Go to the file called "Locations"
       Go to the column named "LastStatusCheck"
       Remove all values in the "LastStatusCheck" column in the Locations table.
      Close the file and exit MS access
       Now make a change to a schedule or loop (for a Location)and do an Upload (This will send the new mdb (data file)to the ftp. When the Player "looks" at the FTP, it will see an mdb with a higher number and download it. That will reset the Last System Status Check date.
       Do an upload from the Manager to the Players.  When the Player restarts with this new data base, it should send a System Status Update to the FTP
       Otherwise, the System Status is checked once every hour at 15 minutes past the hour – A report on that Status is then sent to the FTP.
       Click the "Refresh System Status" button under the "System Status" button on Manager.

      An alternative to checking using the "Systems Status" button may be to use LogMeIn in order to check your remote PC's. Google "LogMeIn". It's free!
  • "Close all programs that could be accessing the database before uploading..."

    • If you get the above message on Digital Recall manager, when you do an Upload, then do as follows: On your manager PC in your c:\digitalrecalldss\data folder, try manually delete digitalrecall.ldb (NOT mdb). If this cannot be deleted (i.e. "Access Denied"), ensure you do not have the database opened in MS Access, or another copy of the Manager running at the same time.
      If all else fails, reboot your PC to remove any locks on the database and retry the upload.
  • Powering off your Player PC using 3rd party software does not work as expected. Why?

    • Background: Some screens with an embedded PC that shares the same powersource as the screen has the ability to schedule the screen to power off which in turn powers down the PC as well. The result may be that these screen/pc set ups do not power down correctly because 'Digital Recall is not responding' while Windows is shutting down.
      Solution: Digital Recall will shut down Player correctly when pressing Shift-F2 or using the "reboot at 4am" option. If however User does NOT want to use either (for example when you powerdown the screen / embedded PC as described above), then they may use Windows Scheduler to first put a file called "reboot.txt" into the "C:\DigitalRecallDSS\Settings\" folder of the Player. This file must be created manually and can contain anything (e.g. created in Notepad with just a couple of lines of sample text). Player checks continuously for the presence of this file and if found, immediately shuts down the Player program properly, thereby allowing their PC to be shut down without this error.
      Step by step as as follows:
      1. Manually create reboot.txt (use Notepad to create a new txt file containing any data - a few letters will be ok).
      2. Save this in a different location on your player, say c:\digitalrecalldss.
      3. Create a batch file that *copies*, not *moves* reboot.txt from that location to the 'settings' folder so that the player shuts down.
      4. Your batch file (named, e.g. copyreboot.bat) can then look like this: copy c:\digitalrecalldss\reboot.txt c:\digitalrecalldss\settings
      5. Schedule this batch file (or run it using your own program that you use to power down your PCs) to run just before your PC must be shut down.
      6. The player will shut down immediately, and then you can shut down the computer.
  • "Windows Media Player could not locate content"

    • Occurs only with Vista.
      Solution: Go into the windows media player options and uncheck the "Find media that others are sharing" option on the "Library" tab under the "Configure Sharing" button.
  • "Check Input" message is displayed on the monitor

    A "check input" on a monitor, with no Windows desktop or anything else showing on the monitor, is usually a monitor signal that has been disconnected.

    1. Check that the PC has not been set to automatically go into standby after a predetermined time of no activity.
    2. Disconnect and reconnect all the cables between the PC and their monitors - ensure they are seated correctly and screwed in tight.
    3. Does this issue happen every day? If yes, then maybe stop DR Player for a day on that machine and see if this issue still occurs - if yes, then definitely a hardware issue.
  • Advert file is downloaded multiple times

    Ads should be downloaded to a Player PC once only (unless you edit the ad etc - See this FAQ: Can I use the Same advert file name and just change the content?).
    If you think the same ad is being downloaded multiple times, then you need to first check that it actually is (unlikely), and if it is, correct it as follows:

    1. Check the log file on the Player PC at c\digitalrecalldss\logs. Check the log called FTP.dd/mm/yyyy (the date that you think the multiple download is occurring). Check whether there is an error message regarding the file that you think is being continually downloaded.
    2. If there is then:
      1. Remove any files in c:\digitalrecalldss\download\data folder on the problematic player PCs.
      2. Remove any files in c:\digitalrecalldss\download\content folder on the problematic player PCs.
      3. Remove all video files from the c:\digitalrecalldss\content folder, to force them to be re-downloaded (hopefully once only) and then they should be fine.
      4. Also ensure that the problematic Player PC's have full read/write permissions on the shared FTP folder.

Additional Software Options

  • Ticker tape Speed - what speed should I set it to?

    • Select"slow" or "Medium".
      "Fast" & "Fastest" are very fast when it plays on the Player screen
  • How can I pay? Use Visa or MasterCard, or Paypal Account, or Western Union, or pay into our Bank Account

    • Please download this pdf for Payment Options and instructions on how to purchase.
      Summary:

      1. Either a Visa Or MasterCard, OR if you have a PayPal account you may use that. (You do not NEED a PayPal account)
      2. If you prefer to pay into our Bank Account, please email us and we will provide you with details
      3. Use Western Union Money Transfer - send us an email for details.
      4. If you need an Invoice, email us at accounts@digitalrecall.com.au. Indicate: Institution name; Address; Stipulate the Add-ons that you want. We'll email you an Invoice.
  • Licensee details provided by you - IMPORTANT

    • You must use EXACTLY THE SAME Licensee name AND email address for all add-ons purchased. It is case sensitive AND space sensitive.
  • I did not receive my Registration code after I paid on PayPal - Why?

    1. If you paid using a Credit Card (No Paypal Account)you must have selected the "Return To Digital Recall" button at the end of the payment sequence. If you did not, your Registration will not be generated. Email us and we will generate one manually for you.
    2. If you paid using a Paypal Account, you MUST WAIT for PayPal to take you back to our screen after you hit "pay". Do NOT hit the "Redirect" key - Doing so will result in no Code being generated.
      PayPal says "wait 10 seconds". Wait. It only seems longer because you are waiting.
      Ifyou've paid & do not receive your code (remember: stay away from the redirect key!) - email us. We'll generate a code for you and send it.
  • Can I pay with echeque?

    • No.
  • Will one add-on apply over all my Locations & screens?

    • Yes. It's a once-off cost that is enabled over all the Players/ Locations in your network.
  • "Invalid Registration Code" message appears on Player PC

    • Caused by the cryptkci.dll not being registered correctly on the system.
      SOLUTION: Register this manually and see if it resolves the issue. To register the DLL, open up a Command prompt and enter the following:
      C:\Windows\System32\RegSvr32.exe C:\Windows\System32\CryptKci.dll And press Enter.
      You should see a messagebox indicating that this was successful.
      Note: For 64-bit computers use SysWow64 instead of System32
  • After I pay for my add-on, I am returned to a white screen on the Digital Recall website (with only the Digital Recall pink border) - Is this normal?

    • No. You should be returned to a screen on our website which shows your Registration Code details. (An email will also be immediately generated to your email address that you entered with those details).
      If you are returned to a white screen, it is as a result of a fault in the "return" to our website from Paypal.
      Solution: Contact us. We will regenerate your code for you (assuming that your payment has been processed).
  • "This E-mail address and Licensee Name is different to the previously registered E-mail address and Licensee Name"

    • CAUSES: Can be any of the following:

      1. If you already have an Add-on, and you are attempting to enter a new Add-on code, you may have stipluated a Licensee Name and/or Email address that is different to the existing codes you have enetered. They must be EXACTLY the same. It is case & Space sensitive.
      2. If its the first time you are entering a code, then there may be "garbage" in one of the fields.
    • SOLUTION:

      1. If its cause 1 above you will need to Contact us and we will generate a new code for you in the correct email address and Licensee name.
      2. If its cause 2 above, do the following in order to clear out any old data in the fields:
        Step 1. “Delete All�; Then “Close�; Then “Exit�.
        Step 2. Reopen Digital Recall Manager and copy and paste the code details as described on page 2 of the Additional Options User Manual. - All fields are case and space sensitive. Please do this carefully.
  • After I enter the codes, my add-on doesn't register - why?

    1. ARE YOU USING THE CURRENT VERSION? NEW OPTIONS WILL NOT REGISTER ON AN OLD VERSION
    2. You get an error message: "This E-mail address and Licensee Name is different to the previously registered E-mail address and Licensee Name" - Please see this FAQ below.
  • Can I use a Proxy or Authenticated Proxy with the RSS feed?

    • As stated on the info section of the Add-on, Digital Recall RSS feed does not support Proxies or Authenticated Proxies.
      HOWEVER we have had a customer that has been able to get the system to work by doing the following (you may have to get an IT buddy to assist you):
      He used wget (http://gnuwin32.sourceforge.net/packages/wget.htm ) to bring down the rss link (try it with this one - http://www.npr.org/rss/rss.pho?id=1001 ) which he then saved to an internal webserver. He used the Digital Recall manager to change the feed to the internal address and it worked.
  • Can I display an .xml feed with my RSS reader

    • The RSS feed cannot display an XML feed in XML code. You can test if the feed can be displayed by pasting the feed's web address into a browser - if it comes up as a normal RSS feed, Digital Recall can use it, otherwise if it just shows XML code, then it can't be used.
  • Tickertape: Increase the font size

    • Seelcet the "Custom Size" option in the Settings box (This is available from V4.1.0.52)
  • The Tickertape & RSS feed slows down - why?

    • This is not a Digital Recall problem (see link below)
      When content with lots of movement is playing at the same time as the Ticker/ RSS, the CPU may not be able to handle the load. It therefore slows down the Tickertape / RSS feed whilst the movement in the other content occurs.
      For more information go to to http://search.microsoft.com and key in "jerky video" in the search box.
  • RSS feed: What happens to my RSS feed if I lose internet connection?

    • It will play until the end of the feed. When it checks the internet (to refresh), if there is no internet connection, the feed area will be blank. If there is an internet connection when the Player checks again, it will start playing the RSS feed adgain. If you're worried you'll lose Internet connectivity, then have a Tickertape message as well as the RSS feed in the loop. The Tickertape message will continue to play even if there is no RSS feed connectivity from the Internet.
  • RSS feed does not display?

    1. Ensure that you have Internet Explorer installed as the default browser on your PC.
    2. Ensure that the background color and font color are NOT the same!
    3. Ensure you have an internet connection
  • Zones: Why don't some formats strech to fill the entire zone

    • The first step is to ensure you have set the Zone to "Stretch to Fit". In the Free version this is explained in the Manager Users Manual in the section called "Screen Zones". Where you have purchased the "Zones/Splitscreen add on"; it is explained in the Additional Options User manual. HOWEVER, even if the zone/ screen is set to "Stretch to Fit", certain file formats will NOT do so - read on...
      avi, .wmv and mpg files cannot stretch out of the aspect ratio in which they were created: DR Manager and Player use the installed copy of Windows Media Player to play AVI, WMV and MPG files. Windows Media Player does not have the ability to stretch video to fill a screen. This can be seen by opening an MPG, WMV or AVI file using Windows Media Player, then selecting "full screen". You will notice that black bars appear above and below the image (or to the left and right if the picture is too high for the screen), however the image itself does not change it's aspect ratio to fill the screen completely.
      We recommend: a) Setting up a zone that matches the aspect ratio of your AVI, WMV or MPEG, or b) embedding your AVI, WMV or MPG in a flash file (.swf) or QuickTime file, which can be stretched. Flash (.swf) and QuickTime files WILL stretch out of the aspect ratio in which they are created (resulting in for example long thin images etc)
      Powerpoint, Word & Excel files also will not stretch out of the aspect ratio in which they were created. For PowerPoint files-Consider converting them to a QuickTime movie file. That will allow them to stretch. It also avoids the need to have PowerPoint installed on each Player PC. PowerPoint files can be coinverted to .mov using Moyea software or similar.
  • PowerPoint - Why does PowerPoint crash after a short while

    • Ensure that you have disabled Hardware graphics acceleration on PowerPoint. You can see how to do this here
  • PowerPoint. Why do I get an "end of slideshow" message at the end of the show?

    • SITUATION 1: Digital Recall Manager automatically calculates the duration of your PPT file when you first add it to your "Adverts". It can only do this calculation to the nearest second. If your ad is slightly shorter than the calculated duration, this message will occur. (Note: it will always occur when you preview the ad in the "Adverts" mode in Manager) - See SOLUTION below.
      SITUATION 2: If you have added the PPTX (or PPT) to Digital Recall as an advert, and then later changed the PPTX so that it's duration is different, e.g. removed a slide, change duration of a slide, then the original advert duration (determined automatically by Digital Recall manager the first time you add that PPTX file) is now inaccurate. - See SOLUTION below.
      SOLUTION 1 for Situation 1: You need to manually reduce the "duration" of the ad by a couple of seconds. To do this, go to the Adverts button in Manager and select the PowerPoint file. Click "Edit". Change the duration by reducing it by a couple of seconds (from the automatically calculated duration). Click "Save". You'll see that the ad is then "Marked for Upload". Do an "Upload". Make sure that the ad appears in the list of items that will be uploaded.
      SOLUTION 2 for Situation 1: If Solution 1 above does not work (it shluld!!) then try the following (Thanks to http://www.carolscorneroffice.com for this solution. Follow the steps below to rid yourself of the black screen with the words "End of slide show, click to exit" at the top at the end of your presentation:
    • PowerPoint 2002 and 2003:

      1. Choose Tools | Options.
      2. Choose the View tab.
      3. Uncheck the box for the option End with black slide.
    • PowerPoint 2007:

      1. Click on the Office button.
      2. Choose the PowerPoint Options button (at the bottom of the window).
      3. Choose Advanced from the left side of the next panel.
      4. On the right side find the Slide Show section.
      5. Uncheck the box for the option End with black slide.

      This setting is only applicable to the PowerPoint application running on your system. It is not a setting that is saved with the presentation file itself.So if you create a presentation and take it to a remote location and use a different computer, you'll want to check the option on that computer.

      SOLUTION for Situation 2: Please remove/ delete the PowerPoint file from your loop, and then from your list of adverts. Then add the latest one to your list of adverts and loops, and you will then see that you don't get the "end of slideshow reached" screen, but rather the PPT file will then loop and play again.

  • PowerPoint: Can I avoid installing MS PowerPoint on each Player PC?

    • Yes. Simply convert your PowerPoint files to another format that is used by Digital Recall (such as WMV), and use that format instead of PowerPoint. You will need conversion software such as Moyea. (We do not endorse or warrant this conversion software, nor do we benefit from your purchasing it)
  • PowerPoint - My ad freezes after a few minutes/ hours of playing fine

    • Please check your Regional settings. Some European settyings cause this. Yes - we know - strange but true. Set youyr settings to English Unites States or Australia. Use a 12 hour clock format.
  • PowerPoint: Can I convert my PPT file to another format and "stretch" the image to fit wihtout limitation

    • Yes. Some formats (including PowerPoint will not stretch out of the aspect ratio in which they are created - see this FAQ above. However you CAN stretch it - By using MOYEA PPT to Video Converter or similar you can convert the PPT to a format such at WMV (.mov) which will stretch the image to fit. Note we do not endorse or warrant this product. We get no benefit from recommending it to you.
  • PowerPoint - Can I include audio?

    • Yes. By using the "add sound from file" you will add it to the Powerpoint presentation as a soundtrack, thereby playing only one PPT file which will also play  the audio file. That will then play on Digital Recall as a PPTX.  Note: You must have purchased the Additional Software Option that activates the use of PowerPoint.
  • Excel & Word: How do I remove the Column & Row numbers; Ruler etc etc?

    • In your Excel workbook or Word document, go to the View Tab, then uncheck the &Headings& box etc as applicable.
  • HTML: Can I stop the scrollbars from showing on the monitor

    • Yes. If you are creating your own html pages for use in Digital RecallR, you can add the following line to your code to remove scrollbars:
      In html presentation add.. scroll="no" to the tag. See this link for more details. If you require more info, Google "Remove scroll bars from website" or "Hide scroll bars in website".
  • HTML: Why doesn't my HTML file update?

    • When using HTML, it is up to the user to update content on their own web server. Digital Recall does not transfer ANY HTML files, only a URL that points to those files on their own (or a commercial) web server. We do not shuffle HTML files and any related pictures or embedded movies, components etc. using Digital Recall's advert transfer system.
      Ensure that you are updating your own web server with new content. If your web server content changes frequently, then you should set your HTML advert duration to a lower value, e.g. 1 hour, so that DR refreshes the HTML display each hour as well...
  • HTML: How do I remove the "sunken border-frame" around my html display?

    • The "sunken frame" is a result of the HTML code in your web pages, and can only be removed by adding an attribute "{boder-style-none};" in your HTML code, like the example below. We have tested this and can verify that the web browser control in Digital Recall then displays without a border.
      The code will look like this:
      <HTML>
      <HEAD>
      <STYLE>
      BODY { border-style:none;}
      </STYLE>
      </HEAD>
      <BODY TOPMARGIN="0" LEFTMARGIN="0" SCROLL="no">

      <!-- Place Your Content Here -->

      </BODY>
      </HTML>
  • HTML: Can I use only Internet Explorer?

    • Yes - you must have Internet Explorer installed.
  • HTML: Why does the webpage not "fit" into the zone in which I want to play it?

    • The dimensions and size of the zone in which you want to display the webpage must be the same as the "original". If the zone is a different size or dimension, part of the webpage will be cut off/ cropped from view.
  • Live Digital TV: I don't receive a picture

    1. Ensure that you have a good strong signal - a wek aerial/ signal will result in black screen.
    2. Ensure you are following the intructions in tha Add-ons manual.
    3. Ensure that you are entering the frequency in KHz NOT MHz

Creating adverts

  • What formats are supported?

    • The Free version supports .avi, .mov, . jpg & bmp, and swf,. Note that .swf files MUST comply with the specifications shown on our website. By purchasing the appropriate Additional Software Options you can also play the following additional formats:

      1. PowerPoint Word & Excel file formats;
      2. Live Digital TV;
      3. DVD;
      4. MPG, WMV, XVID, DIVX
      5. You can also split your Monitor into Zones
    • Windows Media Version 11 (minimum) reqd. Use the English Version of WMP.
      Correct codecs must be installed on each PC that will be playing these files. (See the FAQ on "Problem Playing Certain Formats")
  • Can I use my own adverts that I create?

  • Can you create adverts for me if I don't use Digital Recall Software?

    • Sure. We create adverts from a very low price. See Sample Adverts on our website.
      They're easy for you to order and so inexpensive.
  • What size images should I use?

    • When we create an advert for you, we require you to send us an image with a minimum resolution of 72 dpi. At that resolution, the size of the image should be a minimum of about 8inches * 10 inches.
      The higher the reso, the smaller the image can be.
      Lower reso images of small size will be pixillated when they are enlarged - NOT a good look!
  • Can I use the same advert-file-name, and just change the contents?

  • How do I take a photo of the product I want featured?

    • You can DIY (if you don't have a professional photographer). It's easy so don't hassle.How?

      1. Place the product you want to photograph on a table top. Make sure that the background (under & behind the product) are white - you may decide to use white paper.
      2. Select a high quality resolution on your digital camera
      3. Mount your digital camera on a tripod - it stops any shaking
      4. Line it up so that your photographing the product "head on" (directly from the front)
      5. Do NOT use a flash - use natural light. (A flash causes "white out", and room light cause a yellow "tinge" to the photo).
      6. Using the "timer" on the camera, take the photo. (The timer & tripod prevent shaking which can result in a blurred photo)
      7. If you like your photo, attach it with your advert order - we will "cut out" the photo from the background, and enhance it.
  • Can my adverts have sound/ audio

    • Sound can be used in .avi, .mov etc. files, but can only be played through the player's single sound card, so this will only be useful if you have a single monitor connected to a player, otherwise two or more audio tracks will play back together.
    • If you have more than 1 sound source - Digital Recall cannot control which audio card is active - this must be done through hardware (by disabling one of the two audio cards) or by removing an audio track from a movie file.

Software features

  • What formats does the Software support?

  • Can I use MP3?

    • MP3 (i.e. audio only) files are not supported - DR requires audiovisual files. You need to convert the MP3 to an MPEG or similar, or add it to the Powerpoint presentation as a soundtrack, thereby playing only one PPT file which will also play the audio file
  • Can I use a USB to VGA adaptor

    • Using a USB to VGA adapter works fine with Digital Recall. Any non-USB to VGA screen must be set up to the right of the primary monitor, so that it extends the desktop starting from the primary monitor, followed by any secondary monitor (if present), and only then onto the USB to VGA monitor. Any other configuration will result in Digital Recall being unable to determine the correct monitor layout. This also works perfectly when setting up a starting monitor as 2 or 3, instead of 1.

      Once you have hooked up your monitors via USB you will see the monitors in Windows Display Properties. You can then add all monitors for that location (as described on page 26 of Managers User Manual) and schedule each one independently.

  • Can I use Power Point

    • Yes - From Version 4.00 you can. See under Additional Software Options on the Home Page of the website.
  • Can I have Portrait display? (Can my monitors be vertical?)

    • Yes - This is provided for from version 4.1.0.52 when you purchase the "Zones/ Split screen" Additional Software Option
  • Can I add Parameters to a file?

    • Parameters can be added to an advert in Digital Recall Manager, which is added to the file name when the advert is started.The advert file must contain code to process these parameters.

      For example, you may want to pass through parameters for a Flash file containing another file name or value that the Flash file is waiting for, and will process based on code within the Flash file itself. Say you have a Flash file called myadvert.swf, and you want that file to display a jpeg file in the flash container, you may use a parameter like ?filename=myfilename.jpg, so that Digital Recall Player calls the advert file like this: c:\digitalrecalldss\content\myadvert.swf?filename=myfilename.jpg. The flash file must contain some code that can accept this value and perform an operation with it.

      Digital Recall only passes the parameters you specify (if any) to these advert files; it does not actually do any processing of these files. Parameters can be specified in Digital Recall Manager for Flash files, Quicktime files, Windows Media files or web addresses.

  • What resolution is supported.

    • From Version 4 the Resolution Maximise Feature is automatically included for FREE, and the image will automatically increase to the size of your monitor. However, certain file formats such as PowerPoint will not allow themselves to be stretched into a different aspect ratio. See the Manager User Manual/ Screen Zones
  • Can I manage my campaign from a remote Location?

    • Yes. By using a free remote desktop management software (such as LogMeIn - Google it), you can access your Manager PC from any other PC and make the changes you want.
  • Can I turn off the monitors at specified times

    1. Our software allows you to designate the times when you want the monitors to be black. This does NOT turn them off.
    2. From Vesrion 4 you can also choose NOT to schedule anything over a specific time period. The screen will be black at that time. (IF however your screen has a green monitor (apparently some do), then it may show the green!! Watch out for that).
    3. There is however 3rd party software that you may want to consider which actually turns your PC off and then on again t specified times. www.lifsoft.com Thanks to Brian from ispotme for this info.
    4. You need to be sure that it works with the monitors that you have etc. We get no benefit by promoting this product.
    5. Please refer to this FAQ if you experience powerdown issues with the 3rd party software
    6. Our Player Software will automatically start playing once the PC is turned on.
  • Can I use a server-based operating system

    • Our system is XP (SP3) & Vista compliant. It can also be used using Windows 7, however certain settings must be changed. See this FAQ.
      Digital Recall is not certified, nor has it been tested to run on a server operating system.
      We have however been advised that Windows Server 2008 may be suitable, but we do not vouch for that. You should test your environment thoroughly if you intend to use Windows Server 2008. We know that Windows Server 2003 is problematic.
  • Can I work on 1 Monitor on the PC , while it displays ads on another?

    • Yes. Provided you have multiple video cards.
      To do so Go into "Settings" on Player (on the Player Startup Screen) and change "start on monitor number" from 1 to 2. This feature only works if your Windows desktop is set up to span 2 or more monitors.
  • In the Free version - how do I change the zone setting from "Don't stretch image to fit" TO "Stretch image to fit"

    • In the Manager screen, click on "About". Now click on "About Digital Recall Maanger". Now check the box. (Available from V4.0.0.32)
  • Can my adverts have sound/ audio

    • Sound can be used in .avi, .mov etc. files, but can only be played through the player's single sound card, so this will only be useful if you have a single monitor connected to a player, otherwise two or more audio tracks will play back together.
      If you have more than 1 sound source - Digital Recall cannot control which audio card is active - this must be done through hardware (by disabling one of the two audio cards) or by removing an audio track from a movie file.

      To include audio in PowerPoint files please see here.

  • Loop: When will a Loop stop playing if I have an unscheduled period at a particular time? At the end of the Loop, or at the end of the advert?

    • A loop will stop playing at the scheduled time.
  • Can I change the zone background color? (Manual Override)

    • The default background color is black. From V4.0.0.32 you can manually change this as follows: Add 3 lines to the local c:\digitalrecalldss\settings\drplayer.ini (This must be set up manually on each player - it is not transferred in database)e.g.:
      BackgroundRed=233
      BackgroundGreen=150
      BackgroundBlue=122

      All 3 lines must be present, each with a value between 0-255. See websites below for RGB colour codes.
      http://rgbchart.com/
      http://www.tayloredmktg.com/rgb/
      http://homepage.mac.com/jakesan/DHP/page0/page3/page3.html

      Ads (such as swf/flash) must not be created with a transparent background. See the specs for creating ads.
  • Reinstalling Manager on another PC (New Manager PC, OR Your Manager PC crashes)

Hardware and Software Specifications

  • Recommended Hardware & Software specifications

    Please see the

    Specifications shown on our website

  • Can I use a Server-based system?

    • Our system is XP (SP3) , Vista & Win 7 compliant. 32 bit operating systems only. NOT 64 bit.
      Digital Recall is not certified, nor has it been tested to run on a server operating system. We have however been advised that Windows Server 2008 may be suitable, but we do not vouch for that.
  • Can I use Windows 7?

    • This is also addressed in more detail in the Player User Manual.
      On the Player PC, DigitalRecallStarter.exe must be set to run in Windows XP compatibility mode as follows:
      1. Right-click on "Start Digital Recall Player" on the Player desktop.
      2. Select "Properties" from the drop-down list.
      3. On the Properties window, select the "Compatibility" tab.
      4. In the "Compatibility mode" box, tick "Run this program in compatibility mode for:" and select "Windows XP (Service Pack 3)"
      5. Click OK.
      6. Remember to turn off User Account Control, otherwise you will always be asked if you want to run this program when it starts up.
  • Can I use Microsoft Vista

    • Yes.
  • Can I use an Atom Processor?

    • We do NOT recommend use of Atom. They do not perform well under many digital-signage load conditions. Note this quote from this Review. "Intel's CTO Justin Rattner is on record as saying the performance is about the same as the 'Banias' generation Pentium M that formed the heart of the first-generation Centrino platform back in 2003".
    • Please also Google "Reviews Intel Atom" for more recent reviews as these afre posted.
  • Can I use Windows 8?

    • Windows 8 appears to work OK EXCEPT for the IMPORTANT problems below:
    1. If you are upgrading your software from Windows XP or Vista brace yourself for a nightmare! Google "upgrading to Windows 8 from Vista" and you will see that it's "an issue". You will lose much of your installed software etc.
    2. You will probably need to uninstall and then reinstall Digital Recall Software after you upgrade.
    3. You MUST therefore make a copy of your DigitalRecallDSS folder on your Manager PC so that you can copy the contents of the Data and Contents folders (c\digitalrecalldss\data and c\DigitalRecallDSS\contents) to the "new" folders if you lose the information in them when you do the uninstall. (To make a copy simply right click on the folder c\digitalrecalldss and select "copy". Then click on the c drive and click "paste")
    4. You MUST set both the Digital Recall Manager AND Digital Recall Player to XP Compatibility mode. (Right click on the Digital Recall Manager and Player icons on the different desktops of your Pc's. Select "Properties". Select the "Compatibility" tab. Set it to XP compatible).
    5. At this stage you will NOT be able to play DVD's (if you have that feature) - Microsoft has removed the DVD Player component from Windows 8.
    6. You will also NOT be able to play DVB-T TV.
    7. We are still to test the Video capture feature using Windows 8.