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FAQ's

Activation Issues

First Time

How do I activate my software: Online / Offline?

Follow the on screen instructions selecting your preferred method. If at any time you experience problems please first refer to the FAQs included here; alternatively fill out a support ticket and a member of the Tacklesport support team will get back to you.

Additional PC

Can I use my software on more than 1 PC at a time?

You need to purchase an additional credit. This provides you with access to the software on a second or third PC and free lifetime technical support. Click here.

Move PC

I have bought a new PC and want to install my software?

You need to purchase a Re-activation credit. This provides you with access to the software on your new PC and free lifetime technical support.Click here.

Common Errors & Problems

Error Message:

You have not entered a valid Response Code. Please verify that you have correctly entered the response code and try again.

Causes & Solutions

A Response code must have only 20 digits (5 blocks of 4 numbers/letters). If you received your response code via email we recommend you 'Copy (ctrl+c) & Paste (ctrl+v)' the response code into the box provided. 

If there has been a significant delay between you sending your Request code and receiving your Response code, your PC may cause the software to output a new 20 digit Request code, rendering the Response code you have been provided with unusable. If this happens we recommend you obtain a new request code by telephone, providing the latest details, and making sure you leave the activation screen on your PC running until you have obtained the new Response code.

Error Message:

Error: Your account either has insufficient credits to proceed, or is suspended.
Please contact your representative.

Causes & Solutions

You have entered your activation code via the online process correctly however the database has recognised that you have activated your software previously. In accordance with the single user license agreement you will need to purchase an additional credit if you wish to run the software on a second PC or a Re-activation credit if you have are re-installing the software after a PC repair (e.g. due to virus issues).

Error Message:

Error: The Activation code you provided was not found in our database. Please try again.

Causes & Solutions

You have entered your activation code via the online process however you may have entered your code incorrectly - Please check the details and re-enter.

Also ensure that you are activating the correct software. While we deliver many of our titles on the same CD, you may only activate those titles that you have purchased. Please check your order details for clarification.

Error Message:

Your license to use this product has become temporarily broken if you wish to continue to use this product then the license must first be repaired.

Causes & Solutions

Once activated your software should run for the life of the PC; however under unusual circumstances some windows processes (e.g. Disc Defragmentation or Clean-up) may cause the license to break. To remedy this you MUST select the manual activation process, make a note of the 28 digit number and provide this to Tacklesport. We will supply a Repair code by return.

Fee's may apply

The other main cause of this error is an illegal attempt to copy the software and/or the license file in an effort to use the software elsewhere. This will break the license. A repair fee WILL apply.

Problem:

The Manual Request code has too many numbers for request code.

A valid Request code will always be 20 digits long (5 blocks of 4 numbers/letters).

A valid Repair code will always be 28 digits long (7 blocks of 4 numbers on 2 lines).

Anything else is a false reading or comes from an interrupted Internet activation.

Solution:

Follow the following process to ensure you obtain a valid code – Return to your PC desktop and double click the shortcut icon for your product/resource to start the activation process from the beginning – Select Manual Activation. This time the Request / Repair code will be 20 or 28 digits.

Animated Skill Drills

Problem downloading my software

The new Tacklesport website now features instant access to download information. Downloading the software is simple and you should follow the on screen instructions.

You may need to temporarily disable any Firewall settings which may prevent the pop-up installation windows from appearing.

Error Message:

Director Player error – Property not found.

The software requires QuickTime to be installed on the PC. This is available on the Installation disc in a folder called Tools, or you can access the most up to date version free of charge from www.apple.com/quicktime You may need to reboot your PC after installing QuickTime.

Problem:

There are no images in the 6 preview windows.

Solution:

As above – Ensure you have QuickTime correctly installed on the PC.

Error Message:

"Director Player 6.0 This Program requires at least 3MB of free virtual memory to run"

Solution:

Virtual memory should not be confused with standard PC memory. The ASD titles actually require very little memory use, however on some XP machines this problem may occur.

To rectify this problem XP users should go to: Start / Control Panels / Performance & Maintenance / System - select the Advanced Tab / Performance - Click settings / Click advanced Tab / Virtual Memory - Click change / Adjust the Initial and Maximum sizes e.g. Inital = 3500, Max = 3500. This will often ask the system to reboot and usually solves the problem. You may need to repeat these steps and reboot your PC manually for the changes to take effect.

Error Message:

Director Player 6.0 shows 'unable to copy the driver file C:\Windows\xobglu16.dll to your windows directory. Your disk maybe full'.

Solution:

Right Click on the product/resource shortcut on the Desktop; Select 'Run as Administrator'.

MAC Support

Many Tacklesport products have been designed to work on PC only; however since Apple’s transition to Intel processors in 2006, Windows applications will run on a Mac computer.

To run Windows applications, you will need additional software and a Mac with an Intel processor running Mac OS X v10.4.6 or higher. Every currently shipping Mac qualifies, but older Macs may not. Please check your system profile in About This Mac to ensure what you need to run Windows.

http://store.apple.com/uk/browse/guide/windows

Network & VLE

Many Schools, Colleges and Universities have taken the opportunity to install and run Tacklesport software on their schools 'Network' (including various learning platforms, Network systems such as RM or just a basic Windows server).

Why buy a Network version?  Network versions allow the software to be used across a school network, allowing multiple access points and maximising use for pupils and staff.

What do I need to buy?  If you already have the software (purchased previously) you need only purchase the license appropriate for your institution (10, 30, 50 user or full site – See pricing chart).   If you do not yet have the software you will need to purchase both a copy of the software itself together with the network license.

If you do not yet have the software you will need to purchase both the phyisical software itself and the network license

What will I receive?
If your institution has purchased and 'Network' License for a particular Tacklesport resource you will be supplied with the following:

License paperwork (2 copies – both to be signed one to be returned)
Network disc with a Network .exe.
Intructions on how to use the disc.

Where do I put the network exe?
You must first install the full version of the software from the product/resource Disc/s;   Insert the Network disc/s and explore the contents. Copy the Network.exe file (Ctrl+c); Locate the ‘root’ directory where the original software has been installed e.g. Computer / C Drive / Program files / AfPE / OCM; Paste (Ctrl+v) the Network exe into this folder so that it sits along side the other files. Make any required shortcuts from this file as it by-passes the activation process. (These instructions are provided with the Network disc).

Windows Vista / 7

Problem:

Error 6113 Software will not run on this operating system.

Solution:

Fortunately Vista and Windows 7 have a simple 'work around' for this: Right click on the desktop shortcut for the sport and Select Properties; Select Compatibility Tab; Tick the box at the top to.. ‘Run this program in compatibility mode: for Windows XP (Service Pack 2)'; Click Apply & OK.

Lost Discs or Codes

Problem:

I have lost my installation discs.

Solution:

The replacement cost for a set of CDs or DVDs is £10.00 including postage & packing. Proof of original purchase is required.

Problem:

I have lost my email containing the installation details

Solution:

The replacement cost for locating and re-sending you download details is £5.00. Proof of original purchase is required.

Problem:

I have lost my Activation details (ID number or Activation code)

Solution:

If you have one or the other we will be able to locate your information. If however you have neither, you must supply as much detail about your order as possible. Full name, where purchased (if through a supplier e.g. Coachwise), and approximate date of purchase. The replacement cost for locating and re-sending you details is £5.00. Proof of original purchase is required.

If you cannot provide proof of purchase you will need to buy a full working version of the software.

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Tacklesport (Consultancy) Limited, Suite 5 Offerton Barns Business Centre, Offerton Lane, Hindlip, WR3 8SX, UK; Company registration number: 2902045