online registration customer support updates product Q&A tech support PrintMaster Gold version 4.x CD Classic, Bonus Pack, and Publishing Suite Editions Have a question or technical issue regarding a PrintMaster Gold product? Look here for answers to many Frequently Asked Questions. If you still can't find the answer you're looking for, use the e-mail form at Mindscape's technical support page. General Technical Support Issues •C++ runtime error... when accessing art. •C++ runtime error... when accessing projects. •Missing Graphics from the browser. •Choppy sound/video when Mindscape logo appears. •When going to the Hub screen, system locks up and a thin black line appears on screen. •White objects appear over the layered graphic of a Photo Project. •"A required DLL is missing" when trying to launch PhotoEnhancer •This version of MSVCRT20.DLL is not compatible with Win32s when trying to launch PhotoEnhancer or when TWAIN functions (Acquire or Select Source) are accessed from the menu. Frequently Asked Feature Related Questions •How do I use the Art & Projects CD? •How do I use the Text Wrap feature? •How do I print a picture/project catalog? ------------------------------------------------------------------------ General Technical Support Issues SYMPTOM: C++ runtime error... when accessing art. SOLUTION: • Exit PrintMaster Gold • Click Start > Programs > Windows Explorer. • Double click the PrintMaster Gold folder (default is PMW). • Double click the following folders: USER00? > Art. • Click Tools in the menu bar and select Find > File or Folders. • Type the following: USERART.* and click "Find Now" or press . • 10 Files should appear. Delete all 10 files, exit the Windows Explorer, and launch PrintMaster Gold. • The customer will loose any imported images. EXPLANATION: Similar to the corrupt album file issue with version 3. ------------------------------------------------------------------------ SYMPTOM: C++ runtime error... when accessing projects. SOLUTION: • Exit PrintMaster Gold • Click Start > Programs > Windows Explorer. • Double click the PrintMaster Gold folder (default is PMW). • Double click the following folders: USER00? > Projects. • Click Tools in the menu bar and select Find > File or Folders. • Type the following: USERPROJ.* and click "Find Now" or press . • 10 Files should appear. Delete all 10 files, exit the Windows Explorer, and launch PrintMaster Gold. • The customer will be prompted to import saved projects. Follow screen prompts and everything should be fine once back in PrintMaster Gold. EXPLANATION: Similar to the corrupt album file issue with version 3. ------------------------------------------------------------------------ SYMPTOM: Missing Graphics from the browser. SOLUTION: • Click Start > Programs > Windows Explorer. • Double click the PrintMaster Gold folder (default is PMW). • Delete all the files and leave the folders to save all existing work. -Exit the Windows Explorer and reinstall PrintMaster Gold. EXPLANATION: If Deluxe is installed over a previous version of PrintMaster Gold (usually Publishing Suite version 3), Deluxe will launch as Publishing Suite version 4 and all of the graphics will not be available. ------------------------------------------------------------------------ SYMPTOM: Choppy sound/video when Mindscape logo appears. SOLUTION: • Win 95 users: Click Start, Select Programs, and choose the Windows Explorer • Win 3.1x users: Double click on the Main Icon group and double click on the File Manager • Locate the PMW (PrintMaster) folder and double click on it to open it . • Locate the USER00? folder and double click on it. • This folder contains a file entitled USER.INI, double click the file and you should see a section entitled [Configuration] which looks similar to the following: [Configuration] LastRunLevel=4 ShowMovie=1 AddressBookV3=[[A]]\ADDRESS.ABK SenderBook=[[A]]\SENDER\SENDER.ABK EventReminderUsedDefault=True • Change the 1 in ShowMovie=1 to a 0 (zero). • Close the File, say "Yes" to save changes, and launch PrintMaster Gold. EXPLANATION: Possible sound or display driver conflict. Turning off the "movie" allows you to go directly into PrintMaster Gold until sound or display drivers are updated. ------------------------------------------------------------------------ SYMPTOM: When going to the Hub screen (main window of PrintMaster Gold version 4), system locks up and a thin black line appears on screen. SOLUTION: We can swap your CD to the latest release of PrintMaster Gold or you can try updating the video display driver to the latest version which has worked on some occasions. EXPLANATION: Compatibility issues with S3 cards and Direct X 5.0 with version 4.00.17 of PrintMaster Gold Bonus Pack and Publishing Suite only. The issue was correct in a revision. NOTE: The revision also addressed the following: 1. Horizontal lines moved with arrow keys left glitches behind. 2. If a text box with an insertion point was rotated via the menu, garbage could show up on the screen. 3. If a text box with an insertion point was re-layered, the edit background bitmap was not updated. 4. Duplicated or pasted objects with text wrap were not causing the text wrap feature to activate until moved. 5. A drawing object cropped down to nothing, then rotated and resized could cause stack overflow and divide by zero errors or just "hang" the system. ------------------------------------------------------------------------ SYMPTOM: White objects appear over the layered graphic of a Photo Project. SOLUTION: • Hold down the left mouse button and drag it over the entire project and release the mouse once the project is encompassed by a frame. • All objects should now be active. • Hold down the shift key on the keyboard and click all the active objects with the exception of the object over the layered graphic. • When only this object is active, drag it of the project and delete it. • The layered graphic will now appear through the portal of the Photo Projects. EXPLANATION: Some Photo Projects have a shape over the portal of the PSD file. ------------------------------------------------------------------------ SYMPTOM: "A required DLL is missing" when trying to launch PhotoEnhancer SOLUTION: • Exit to a DOS prompt. • Place the PrintMaster Gold version 4 CD in the CD ROM drive. • Type: COPY D:\PMW16\SUPPORT\CTL3DV2.DLL C:\WINDOWS\SYSTEM\CTL3D.DLL and press (where D is the CD ROM drive). • This should copy 1 file (CTL3D.DLL) into the WINDOWS\SYSTEM directory. • Restart Windows, launch PrintMaster Gold, and then try launching PhotoEnhancer. EXPLANATION: A DLL file is not on the system nor is it currently provided by PrintMaster Gold version 4. Therefore, coping a DLL file with similar functionality and renaming it to CTL3D.DLL should correct the problem. ------------------------------------------------------------------------ SYMPTOM: This version of MSVCRT20.DLL is not compatible with Win32s when trying to launch PhotoEnhancer or when TWAIN functions (Acquire or Select Source) are accessed from the menu. SOLUTION: • Exit to a DOS prompt. • Place the PrintMaster Gold version 4 CD in the CD ROM drive. • Type: COPY D:\INSTALL\TWAIN\MSVCRT20.DLL C:\WINDOWS\SYSTEM and press (where D is the CD ROM drive). • You should be prompted to overwrite the existing file, select "Yes". • This should copy 1 file (MSVCRT20.DLL) into the WINDOWS\SYSTEM directory. • Restart Windows, launch PrintMaster Gold, and then try launching PhotoEnhancer or one of the TWAIN functions. EXPLANATION: A newer version of the DLL is present on the system than what PrintMaster Gold ships with. This newer version doesn’t work under Win32s. NOTE: This may conflict with other applications, but this is highly unlikely. ------------------------------------------------------------------------ Frequently Asked Feature Related Questions How do I use the Art & Projects CD? When browsing through the Art or Project galleries and selecting an image or project that is contained on the Art & Projects CD ROM, PrintMaster Gold will prompt you to insert said CD ROM. This can be tested by performing the following: • Open the Art Gallery from within a workspace • Set Art Collection to "ALL" • Set Category to National Geographic • Double click the graphic entitled "Crowded in" • You’ll be prompted to insert the CD labeled PrintMaster Gold Deluxe Art and Projects CD containing PM4XART.CDT How do I use the Text Wrap feature? The graphic image must first be active (handles around it) and over the text. It is important to make sure the text box has enough room to accommodate a graphic image. Right click the graphic image, select "Text Wrap", choose "Text Wraps Around", and click OK. How do I print a picture/project catalog? In order to print a picture/project catalog of all the graphics or projects within the program, you must first start from within the either gallery. Once in either the Art Gallery or the Project Gallery, select File, Print, and follow the dialog window to print a hard copy of all the art or all the projects.