ZoomText Express Support
Need help? Check out our Frequently Asked Questions before you contact us – the answer could be right here!
FAQ
“An error has occurred in the DCM chain”, when launching ZoomText Express.
PROBLEM
When launching ZoomText Express, the following error occurs: An error has occurred in the DCM chain.
CAUSE
This problem is known to occur for the following reasons:
* Screen rotation software such as Pivot Pro, EZ Tunes or Magic Rotation are installed on the machine. These programs interfere with ZoomText Express’ ability to communicate with its display driver.
* System settings have become corrupted in the system.
* Installed new video card in the computer
* Updated the video driver
SOLUTIONS
Solution for conflict with screen rotation software
Currently, the only solution for this problem is to uninstall the screen rotation software. Once the software has been uninstalled and the machine has been restarted, ZoomText Express should run as normal.
Solution for corrupted system settings
Resolving this type of problem may require assistance from Ai Squared technical support team. You can contact support via the form below. In some cases, you may need to contact your computer’s manufacture. At that point, the manufacturer might ask you to reformat the hard drive and reinstall the operating system from their recovery CDs.
Solution for a new video card has been installed
Run the installation procedure for the software that came with your new video card. If the software for the new video card is missing, you may need to download it from the video card manufacturer’s website, or you may need to contact them over the phone or via email.
Solution for the updating the video driver
For Windows XP: ZoomText Express will prompt you that it corrected an error in the DCM chain and you must restart the computer. Please do so and ZoomText Expressw ill work fine after that.
For Windows Vista: ZoomText Express will prompt you that it installed its driver and you must reboot your computer. Please do so and ZoomText Expresswill work fine after that. Sometimes it will prompt you to reboot the system twice before the changes take effect.
After installing ZoomText Express Adobe Reader 8 will start an Accessibility Setup Assistant dialog box.
PROBLEM
After installing ZoomText Express, when you start Adobe Reader 8.x the Accessibility Setup Assistant dialog box will open. This is an optional setup for Adobe Reader
REASON
* This occurs because Adobe Reader recognizes that you have just installed an assistive technology application, ZoomText Express. Adobe Reader is prompting you to setup these options so that it will be more accessible by ZoomText Express
RESOLUTION
* Click on the Use recommended settings and skip setup button
* Adobe will start the setup process automatically and then it may prompt you to restart the computer.
MORE INFORMATION
For more assistance, please contact the ZoomText Express technical support team via the form below.
“ZoomText Express are is unable to communicate with its display component”, when launching ZoomText Express
PROBLEM
When launching ZoomText Express, the following error occurs:
ZoomText Express is unable to communicate with its display component.
CAUSE
This problem is known to occur for the following reasons:
* The video adapter’s hardware acceleration is not set to Full. This will only occur in Windows XP.
* ZoomText Express is running in compatibility mode.
* ZoomText Express cannot access the registry.
* The video driver was updated after installing ZoomText Expres .
* A new video adapter was installed after installing ZoomText Express.
* A remote driver is installed
SOLUTIONS
* Solution for video adapter’s hardware acceleration, XP
Right-click the mouse pointer in an empty area of the desktop and left-click on “Properties”. The Display Properties window will open. Click on the “Settings” tab and then click on the “Advanced” button. A new window will open that has the title of your video adapter. Click on the Troubleshoot tab and change the hardware acceleration setting to Full. Click Apply and then click OK.
* Solutions for ZoomText Express is running in compatibility mode
Right-click on the ZoomText Express icon and left-click “Properties”. Click on the “Compatibility” tab:
For Windows XP: uncheck all the check boxes and click OK.
For Windows Vista: uncheck all of the check boxes and click Apply. Click on the “Show settings for all users” button. In the “Compatibility for all users” tab, uncheck all of the check boxes then click OK.
* Solutions for ZoomText Express cannot access the registry
The registry cannot be accessed because you need to log onto your computer with administrative privileges. After logging in with administrative privileges, start ZoomText Express. ZoomText Express will correct the error and prompt you to reboot the computer.
This error can also happen because another software application is preventing ZoomText Express from writing to the registry, such as a firewall or anti-virus application. In this case, you need to temporarily turn off the interfering application and then run ZoomText Express.
* Solutions for the updating the video driver
For Windows XP: ZoomText Express will prompt you that it corrected an error in the DCM chain and you must restart the computer. Please do so and ZoomWare will work fine after that.
For Windows Vista: ZoomText Express will prompt you that it installed its driver and you must reboot your computer. Please do so and ZoomText Express will work fine after that. Sometimes it will prompt you to reboot the system twice before the changes take effect. If that does not help, and ZoomText Express still wants you restart the system again, then right click on the ZoomText Express icon and left click “Run as an administrator”. Click on “Continue” if the User Account Control prompts to do respond.
* Solution for Installed new video adapter in your computer
Run the installation procedure for the software that came with your new video card. If the software for the new video card is missing, you may need to download it from the video card manufacturer’s website, or you may need to contact them over the phone or via email.
* Solutions for installed remote driver
Removing or disabling the remote driver is the only solution at this time. To remove or disable the remote driver you will need to do the following:
For Windows XP:
o Click on the Start button and choose Control Panel (make sure that you are in Classic View) and double click on the System icon.
o Click on the Hardware tab and then click on the Device Manager button.
o The Device Manger window will open. On the list of devices you will have Display Adapters.
o Click on the plus sign next to Display Adapters. Right-click the mouse button on the Remote Driver and left-click on Disable (or you can left-click on Uninstall to completely remove the remote driver).
o The computer will prompt you to restart it, choose OK to restart computer.
For Windows Vista:
o Click on the Start button and choose Control Panel, make sure that you are in Classic View by clicking on Classic View at the top left corner of this window.
o Double-click on the Device manager icon. Follow the instructions from above starting from step 3.
INFORMATION
For more assistance, please contact the ZoomText Express technical support team via the form below.
ZoomText Express Express Activation Issues
Hide/Show Answer
ZoomText Express contains product activation technology designed to eliminate unauthorized use of ZoomWare, without imposing a burden on legitimate users. Product activation is a simple, straightforward and anonymous process that takes just a few seconds to complete when performed over the Internet.
Once you have installed ZoomText Express you can activate your copy at any time. Until you activate the software you may only use it for 30 minutes at a time. If you need more time to try all the features of ZoomText Express after your 10 minutes are complete you must restart your computer to obtain an additional 10 minute trial period.
Preparing to Activate ZoomText Express
To activate ZoomText Express you will need your ZoomText Express serial number. This serial number is provided with your purchased copy.
* If you purchased an electronic version of ZoomText Express from Ai Squared’s online store, your product serial number will be included in your purchase confirmation email.
* If you purchased a packaged version of ZoomText Express , your product serial number will be located in your ZoomText Express packaging in addition to your purchase confirmation email.
The Activation Process
Until you complete the activation process, each time you start ZoomText Express the activation wizard will appear. The wizard provides you with the option to activate ZoomText Express using your product serial number. When you are ready to activate ZoomText Express , follow the on-screen instructions to complete the process.
If an Internet connection is present, ZoomText Express will automatically complete the activation process online. If an Internet connection is not present, ZoomWare will display a message that it could not connect to the activation server. If this occurs you can activate ZoomText Express manually by following the instructions in the next section – “Activating ZoomText Express Manually”.
Activating ZoomText Express Manually
If the system you are attempting to activate ZoomText Express on does not have an Internet connection, the activation wizard will display a dialog box saying “Unable to connect to the Activation Server”. If this occurs you can still activate ZoomText Express manually as follows:
* Click on the link that says “Activate ZoomText Express Manually”. The Activate ZoomText Express Manually dialog box will open with the ZoomText Express serial number that you already typed and a six digit system code.
* Email both numbers, the ZoomText Express serial number and system code, to us via the support form below and we will email you back the activation code.
* Type this activation code into the Activation Code box and then click Next. A dialog box will open to confirm that you have successfully activated ZoomWare.
Too Many Activations
You can install and activate ZoomText Express on up to three computers (in accordance with the ZoomText Express Software License Agreement). Multiple activations are provided to accommodate individuals that use more than one computer; for example, a home computer, a work computer, and a laptop computer.
After you have installed ZoomText Express on three computers, attempting to activate ZoomText Express on additional computers will result in a dialog box saying “Too Many Activations”. If you have already activated ZoomText Express on three computers, you will have to transfer one of these activations back to the ZoomText Express activation server, which you can then use to activate ZoomText Express on the new computer.
To transfer your ZoomText Express software license
* From the ZoomText Express menu, select Product > Transfer Activation.
This action will launch the ZoomText Express Activation Wizard and guide you through the transfer process. This process will deactivate ZoomText Express on your current computer so that it can be reactivated on the new computer.
Resetting Activation Counts
Sometimes the activation process fails to complete successfully or an established activation fails and you are prompted to reactivate ZoomText Express . In this case, we will be glad to reset the activation slots for you. Please contact us via the support form below to clear your activations. You will need to provide your ZoomText Express product serial number.
MORE INFORMATION
For more assistance, please contact ZoomText Express technical support team via the support form below. Note: ZoomText Express activation emails are answered within one business day.
