Part
1A: Quick Link Trouble Shooting FAQ for new version 2.9
Last
updated 11/22/00
Please read The Quick Link FAQ Introduction before you
use the links below.
Introduction:
If in the unlikely event you
run into any problem or question not covered in this our
most continually updated technical and administrative FAQ,
send us an email at support@healthkeeper.com
and be sure to include a copy of a filled in bug and
question report found at http://www.health-runr.com/support/bugreport.htm.
The inclusion of the bug or question report will insure you
receive the fastest possible support service and we
completely understand what your problem or question is.
Part
1: Password Problems and/or online purchasing problems
1. Finding Software Unlock code
for Registered users,
2. Unlock Code does not Work,
3. Web site passwords for registered
users section,
4. Web site passwords
for registered users won’t work
5. Can't Find Free bonus products or
unlock codes/passwords won't work.
6. I need to get another copy of the program because
Part
2: Downloading Problems or need to Re-download At Time of
Purchase
1. I was not able to complete the
download of the registered version at the time of purchase,
2. I cannot find the file I
downloaded on my computer after my purchase?
3. I cannot find the
installation file on the CD you mailed me after my purchase?
4. What name will be on my credit card and
do I get a receipt?
5. I am having trouble
downloading the file(s) after my purchase. The download
keeps getting interrupted.
6. I am having problems placing my
order on line.
Part
3: Problems and Error Messages during Installation
1. Can't Unzip the File because of Unzip
Password not entering,
2. Error Message: Insufficient Hard Drive
Space,
3. Inadequate Hardware or Operating
System,
4. Woops! Incorrectly installing
the Health-RunR Performance Diet registered version OVER any
other Health-RunR version currently on your computer,
5. Getting a message during the
installation process that "the following file(s) did
not register properly."
6. Getting a message during the
installation process that "the following file(s) are
locked..."
7. Error 380: Failure to Reboot right
after the installation is complete.
8. Error 380: in versions 2.9 and
above.
Part
4: Problems and Error Messages during Progaram Use
1. Error messages or error dialog boxes
have appeared and a feature won't work,
2. Error Message: 3447,
3. Error Message 3022 usually in versions below 2.3,
4. Some of the screens don't seem to
fit on the display properly, .
5. The NutriCode color bars look a lot
different from the ones displayed on the Health-RunR web
page.
6. I have problems reading the words
and/or color bars. They seem too small,
7 . The program runs slow,
8. I cannot resize all of the Health-RunR
screens,
9. Other reasons for bugs or problems
appearing in functions that had been running correctly,
10. Other reasons for bugs or problems.
Part
5: De-installing Procedure and Questions
1
The following are instructions for de-installing:
Part
6: "How do I ... " find or use this feature type
questions.
1. "How do I ... " find or
use this feature type questions,
2. How do I Save and Back up Health-RunR
Entries,
3. How do I transfer files to my
Laptop
Part
7: Current sales and contact information, new version
product features, tours, screen shots, buying information
and sales affiliate (referral) programs etc.
1. Current contact and sales
information,
2. Co-Marketing and
Affiliate programs
3. Upgrades,
4. I did not save the program and/or
passwords and I need a new copy of the program and/or
passwords.
5. technical support policies,
6. returns and refunds.
Part
8: Replacing your program if your hard drive crashes, you
have to reformat or you buy a new computer and, getting new
unlock codes if you lose yours.
1.
If you need a new copy of the program because your hard
drive has crashed or you have a new computer.
2. Upgrading Prices.
3. About the new Health-RunR
version.
4. How to Upgrade
Part
1: Password Problems and/or online purchasing problems
40%
of all tech support is involved in answering "I can't
find my password" or "my password won't work"
even though all needed registered user passwords and tips
for verifying you have entered them correctly are in the
readme file included with each registered version, are also
on the last screen just before you download and, are on most
of the purchase receipts you are emailed at the time of
purchase.) In 99.9% of all cases the following tips should
help you solve this simple problem.
Lost
Passwords: If you have lost your passwords, please Click
Here.
Finding
Software Unlock code for Registered users:
(If
you have your unlock code, but it does not seem to be
working see the next section.)
This
unlock code and its instructions usually appears in three
places during your purchase process. It appears on the last
screen at time the of credit card purchase. It appears in
most electronic receipts/emails you print or are sent
immediately after your purchase.
For
assistance finding the unlock code for the software you just
purchased and downloaded after September 1 2000 go to http://www.digitalriver.com/cs/
and print an invoice or contact customer service
representatives toll free at 1-800-656-5426 or
1-888-366-5524 and get assistance getting your unlock code
again. (Be sure to have your order number or date of
purchase handy. If you do not have these, Digital River can
look up your order again with your name and home phone
number. (For sales before September 1, 2000 to November 1,
1999 go to Netsales at http://www.netsales.net/pk.wcgi/health/support
or call toll free 1-888-236-2446. For Sales before November
1, 1999 contact HealthKeeper directly at manage@healthkeeper.com
)
You
will also find it in your readme file for all downloaded
registered user versions of the software after you have
unzipped the program. (You will find your software readme
file in the Textfiles subdirectory in whichever directory
and drive you unzipped or installed our program. If
necessary, use the windows Find feature to locate this
readme file. (If you order the program sent to you on CD you
will find the unlock code and tips for entering it on the
instruction sheet that comes with each CD.)
Unlock
Code Tip: Write it down and
save it in case you have a computer crash, sale or reformat.
There is a $9.95 charge for re-looking up your unlock code.
When
contacting tech support about unlock code problems, always
include your name as it appeared on the order, your order
number and approximate or exact date of purchase. This will
save time in having to ask you for these before we can
release a new unlock code or look up your old one.
Lost
Passwords: If you have lost your passwords, please Click
Here.
Unlock Code does not Work:
The
most common reasons users have problems with a password is
that they inadvertently incorrectly entered the password
itself or made small case into caps or added spaces where
there should be none. In our unlock passwords any 0 is not
an o as in the word oh, but a zero. When entering your
unlock serial number during installation, be sure to enter
all hyphens (-) present in the code. Do not enter the
symbols ( ) around the code. Please enter the “HR” or
“HK” in the code in caps as well. (HR is the Health-RunR
Perfomance Diet Basic software line. HK is for the
HealthKeeper Performance Diet Pro software line.)
Sometimes
the password will not work because you have not filled in
your name or company name correctly. If your name has
already been filled in when you reach the unlock screen,
this is because our program has read it off your computer
identification registry. In this case if you have had a
problem, we recommend leaving this identification exactly as
it is. Next, if you do not have a company name, use your
first name exactly as it is in the name section above.
If
you have been entering several variations in the unlock
screens sometimes it will finally work if you close the
installation and reopen it and, then re-enter the correct
unlock information using these unlock code entry tips.
When
contacting tech support about unlock code problems, always
include your name as it appeared on the order, your order
number and approximate or exact date of purchase. This will
save time in having to ask you for these before we can
release a new unlock code or look up your old one.
2. If you can't find the unlock code using the above
information, go to the special purchase support URL or go back to the Internet or physical
store where you purchased the software and get it directly
from them. Be sure to have some type of proof of purchase
listing your order ID number and date of purchase when you
go to either the purchase support URL or call in phone
number. (At the current time 1,200 different Internet stores
handle our product. You must go back first to the online or
offline store you purchased the product to get your password
because each store uses a different serialized password
system.)
Lost
Passwords: If you have lost your passwords, please Click
Here.
If
your purchase receipt was from Netsales our main processor
of our credit card transactions, then go to http://www.netsales.net/pk.wcgi/health/support
or call toll free 1-888-236-2446.
If your purchase receipt was from Digital River, another of
our main processors of our credit card transactions, please
contact them at 1-800-656-5426 or webmaster@digitalriver.com.webmaster@digitalriver.com
Web
site passwords for registered users section:
This
password and its instructions appear in the readme file for
all registered user versions of the software in the last
section. (You will find your software readme file in the
Textfiles subdirectory in whichever directory and drive you
unzipped or installed our program. If necessary, use the
windows Find feature to locate this readme file.)
When
contacting tech support about web site password problems,
always include your name as it appeared on the order, your
order number and approximate or exact date of purchase. This
will save time in having to ask you for these before we can
release a new password or look up your old one.
Lost
Passwords: If you have lost your passwords, please Click
Here.
Web
site passwords for registered users won’t work:
The
most common reasons users have problems with a password is
that they inadvertently incorrectly entered the password
itself or made small case into caps or added spaces where
there should be none. The letter that may look like a 1
(one) is a small l as in the word larry. Also the 0 is not
an o as in the word oh, but a zero. Do not enter the (<)
or (>).
Tip:
Windows 98 has a password remember feature so you do not
have to re-enter this password each time you re-enter. If
you do not have 98, write it down and save it where it will
be handy.
When
contacting tech support about web site password problems,
always include your name as it appeared on the order, your
order number and approximate or exact date of purchase. This
will save time in having to ask you for these before we can
release a new password or look up your old one.
Lost
Passwords: If you have lost your passwords, please Click
Here.
Can’t
find Free bonus products or unlock codes/passwords won’t
work:
These
passwords and instructions for entering them appear in the
readme file for all registered user versions of the
software. If you obtained the product on CD, you will also
find the password and bonus instruction file in the bonus
directory for that bonus. (You will find your software
readme file in the Textfiles subdirectory in whichever
directory and drive you unzipped or installed our program.
If necessary, use the windows Find feature to locate this
readme file.)
The
reason for these unlock passwords not working is almost
always a typo or you have added spaces where there should be
none or, you have typed it in the wrong case or, you have
included the <> around the password.
When
contacting tech support about web site bonus product
password problems, always include your name as it appeared
on the order, your order number and approximate or exact
date of purchase. This will save time in having to ask you
for these before we can release a new password or look up
your old one.
Lost
Passwords: If you have lost your passwords, please Click
Here.
I
need to get another copy of the program because…
If
your hard drive crashed, you had to reformat or you sold
your old computer and bought a new one and you downloaded
your copy, you can go back to the original downloading
location and download another copy if it is within 1 year of
your purchase. You will need your order number and date of
purchase when you go back to Digital River or NetSales for
re-downloading.
Lost
Passwords or Unlock Codes: If you have lost your
passwords, please Click
Here.
Part
2: Downloading Problems or need to Re-download At Time of
Purchase
I
was not able to complete the download of the registered
version at the time of purchase.
1.
Re-downloading or failed download instructions appear in the
purchasing screens in the customer support areas at the time
of purchase with a credit card. They also sometimes appear
in the electronic receipts/emails you print or are sent
after your purchase.
2. Go to the special purchase support URL and get directions for re-downloading attempts directly from it. Be sure to have some type of
proof of purchase listing your order ID number and date of
purchase when you go to either the URL or call in phone
number. (At the current time 1,200 different Internet stores
handle our product. By the end of January 1999 2,300 stores
will be handling it. You must go back first to the store you
purchased the product to get your re-downloading
instructions because each store may use a different system.)
If
your purchase receipt was from Netsales one of our main
processors of our credit card transactions, then go to http://www.netsales.net/pk.wcgi/health/support
or call toll free 1-888-236-2446.
If your purchase receipt was from Digital River, another of
our main processors of our credit card transactions, please
contact them at 1-800-656-5426 or webmaster@digitalriver.com.
I
cannot find the file I downloaded on my computer after my
purchase?
The
emailed purchase receipt you are sent immediately after
purchase usually contains the directory and subdirectory
into which the download wizard downloaded your new software.
You can also use the Windows file Find features to locate
the setup file and then double click it.
I
cannot find the installation file on the CD you mailed me
after my purchase?
If
you program did not begin installing immediately after you
put it in the CD player, then use the Windows file Find
features to find a file that begins with GI. (For version
2.3 it is called for version 2.9 it is .)
You may have to open several directories or sub-directories
on the CD such as Health-RunR R-PK to find the installation
file depending on the version. When you find the correct
file, double click it and it will begin installing
You
can also use the Windows Control Panel feature Add and
Remove Programs option to install the program. You will have
to use the browse option in this feature to find the correct
GI*.* installation file.
What
name will be on my credit card and do I get a receipt?
Every
purchase is given an order number at the time of sale on
screen. You are then immediately emailed an electronic
receipt with this information. It contains your order number
and the name of the Health-RunR partner processing your
credit card order. This is the company name that will appear
on your credit card.
The
two main partners processing our orders are Netsales and
Digital River. Check your email files for a receipt from one
of them first. If you still need help, check your purchase
on line by using the instructions below.
If
your purchase receipt was from Netsales our main processor
of our credit card transactions, for more information go to http://www.netsales.net/pk.wcgi/health/support
or call toll free 1-888-236-2446.
If
your purchase receipt was from Digital River, another of our
processors of our credit card transactions, for more
information please contact them at 1-800-656-5426 or webmaster@digitalriver.com.
I
am having trouble downloading the file(s) after my
purchase.The download keeps getting interrupted.
If
you are waiting to talk with purchase support at Netsales or
Digital River, (see above sections) you might also want to
read the following section on power downloading.
A-E
below covers everything from how to prepare your machine,
through the new cool shareware downloading utilities.
a.)
Most downloading problems with large files occur because you
have not prepared your computer properly. BEFORE
downloading, turn off ALL programs, screen savers, system
utilities or ANY other programs you have open on the task
bar (except your virus scanner). If other programs or
utilities are open or going on or off, this may interrupt,
corrupt or completely stop your download.
b.)
Make sure your Internet connection is not set to "time
itself off" automatically. (Timed off style="spacerun:
yes"> means that either at your browser or at your
Internet provider your phone connection is being
automatically terminated after you are on-line on the
Internet after so many minutes.) If you suspect that your
ACTIVE or downloading time on the Internet is limited, call
your Internet provider and have them tell you how to disable
this feature on your end or have them disable it on their
end.
c.)
Get a shareware downloading utility program. One of the best
is "Get Right." Here is what Softseek says:
"Get Right is an excellent download tool, Get Right can
resume aborted downloads no matter what the reason for the
break. We've all started a large download and trusted its
completion to our modem. We return hours later, fresh from a
well-deserved nap (or whatever), only to find that the
download terminated mere kilobytes from its completion. If
you were downloading with Internet Explorer or Netscape,
you'd have to start from scratch. Get Right, however,
enables users to start the download right where they left
off. The author, Headlight Software, claims they resumed
aborted downloads by unplugging the modem, turning off the
computer and picking up the transfer line receiver, in
addition to the traditional causes (i.e. Internet traffic,
etc.).
Get
Right also includes a download scheduler--a valuable tool on
today's clogged Internet arteries. The scheduler dials into
your ISP, downloads the file to a specified directory, and
even turns off your computer once the download is complete.
Additionally, Get Right will search for speedier download
sights for the selected file, allowing you to choose the
quickest site.
To
get go to Get Right by Headlight Software go to: http://www.getright.com.
To
get more information about downloading problems and other
cool shareware downloading utilities like Get Right, go to: http://www.softseek.com/features/Downloading.html
.
d.)
Try downloading the product again. Sometimes downloading
from another server solves the transfer problems. A server
may be or have been temporarily off-line. As with all
computer systems, servers will also occasionally be off line
for maintenance.
e.)
Occasionally phone connections are so poor they cannot
support stable data transfer and large file downloading is
impossible.
I
am having problems placing my order on line.
If
your purchase receipt was through the Netsales network of
online stores of our credit card transactions, go to http://www.netsales.net/pk.wcgi/health/support
or call toll free 1-888-236-2446.
If
your purchase receipt was through the Digital River network
of online stores, another of our processors of our credit
card transactions, please contact them at webmaster@digitalriver.com
or 1-800-656-5426.
Part
3: Problems and Error Messages during Installation
Version
2.9 and up has a special universal error message repair
function built into the program that does fix many error
messages or bugs that sometimes occur on a very few
installations and computer configurations.
This
is usually caused by the program files not registering
properly during installation. Try this quick fix first then
if this did not fix your problem, read the rest of this
section for more specific fixes for the named errors
messages.]
1.
Open the Control Panel and go to Add and Remove programs.
2. From the list of programs that shows up Select Health-RunR.
3. Click the Add/Remove button.
4. Answer Yes to the pop up dialog box telling you it is
going to de-install.
5. The next screen offers you 3 options Modify, Repair and
Remove. Select Repair and click next.
6. Reboot the computer at the end of the Repair.
7. If that did not re-register key files and fix the error
messages, and the other more detailed error message fixes
below did not work go to the Help pull down menu in the
program and select the Technical support option then select
the Bug report. Fill it in and send it to us. We will review
it and get back quickly to you with a solution.depending on
your version.
Can't
Unzip the File because of Unzip Password not entering
If
your unzip utility will not let you enter the correct unzip
password and you get a message that the zip file is password
protected, it means that your unzip utility is old and does
not support the password security feature. Go to Winzip.com
(or most any other unzip utility's web page) and download
their free trial zip utility and use that. All newer unzip
utilities have this feature and will unlock the zip file.
Error
Message: Insufficient Hard Drive Space
Each
copy of the registered version of the Health-RunR
Performance Diet is delivered in one zip file (approximately
20 megabytes.) The zipped files for this powerful program
will expand to approximately 36 megabytes. Be sure you have
an equivalent of that amount of free space on your hard
drive before beginning the installation process. Sometimes
you will have adequate hard drive space, but your Windows
Virtual memory has been set too low and it will not allow
the 36 megs of Health-RunR files to unzip in this temporary
swap drive processing space. Check to see that you have your
virtual memory set to at least 100 megs. Better yet, use the
Windows default settings for Virtual memory.
Inadequate
Hardware or Operating System
Make
sure your hardware will run the program. The recommended
hardware requirements to use the Health-RunR are: Windows 95
,98 or NT Pentium (or better) processor, 16-32 megabytes of
internal memory, and a Super VGA monitor capable of
displaying 16 bit high color. Your SVGA color monitor must
be set to High Color (16 bit) or the colors will not display
properly (at 256 colors or less levels). To make sure your
color setting is correct, access the Windows Control Panel
and select "Display." Select the Settings option.
You will find the High Color (16-bit) option in the Color
palette pull-down box. If it is not set correctly, select
High Color (16 bit) or a higher color option.
The
Health-RunR will NOT run in a network mode or multi-user
installation. The Health-RunR does not run on a Macintosh
without using the newer IBM emulation Software. If using the
Mac IBM emulators, please note all IBM right-click functions
will be converted to Mac key strokes because the Mac has no
right-click on its mouse.
Woops!
Incorrectly Installing the Health-RunR Performance Diet
registered version OVER any other Health-RunR version
currently on your computer
Currently
having earlier registered Health-RunR versions, any Health-RunR
free trial or more than one Health-RunR program installed on
your computer and trying to install the Health-RunR
performance diet OVER it will most likely cause loss of
Health-RunR personal data in any version and/or the
inability to run the new Performance Diet version 2.3 and/or
the inability to use the Install Shield de-installer.
The
Health-RunR Performance Diet (version 2.3) is NOT an upgrade
for earlier Health-RunR versions. It is a new software
product that débuts the incorporation of many powerful
components, including the diet and sports nutrition research regarding low-glycemic issues as well as other diet and fitness information.
Because
the Performance Diet version of the Health-RunR is a new
product, earlier versions of the Health-RunR are not
upgradable to the Performance Diet version, nor will any
personal data files from earlier Health-RunR versions be
usable in this version. Additionally, as was stated on the
Health-RunR Performance Diet free trial download page, once
any free trial has expired, it is permanently discontinued.
You must de-install ANY Performance Diet free trial
completely BEFORE installing the new Health-RunR Performance
Diet registered user version 2.3. (See De-installing
instructions elsewhere in this FAQ.)
Getting
a message during the installation process that "the
following file(s) did not register properly."
Reboot
the computer a second time and re-try the program. If you
notice that you are still having problems or error messages,
then de-install (see de-installing instruction section) and
re-install making sure that no other programs are running in
the background.
Getting
a message during the installation process that "the
following file(s) are locked..."
Click
ignore and continue with the installation.
Error
380: in versions 2.9 and above:
Reboot
at end of installation. If the additional reboot does not
resolve the file registration problem find the Windows
Control Panel. Select Add and Remove Programs, then select
the Health-RunR and click OK. A screen will pop up asking
you if you want to Modify the Installation, Repair it or
Remove it. Select Repair. It will re-install the critical
files so they register properly and this should fix the
problem. Be sure to reboot at end of the repair. If
necessary and the error message has not gone away, then try
the fixes for Error 380 for versions 2.3 below.
Error
380: Failure to Reboot right after the installation is
complete in versions 2.3 and below
When
the installation process has been successfully completed in
versions 2.3 and below, a dialog box appeared and you were
instructed to select the "Finish" button to
automatically reboot your computer. When you do not reboot
at the end of the installation, it will cause the Health-RunR
installation files to register incorrectly in the Windows
Registry. This will also result in a stream of error
messages that will prevent the program from loading properly
or functioning properly when you open it for the first time.
The
most common error message if this is the problem, is error
380. If you receive error 380 or notice the NutriCode color
bars look like garbled letters on the first screen, you know
the installation files did not register properly in the
Windows Registry. To fix it:
A.)
In versions 2.3 and below this is caused by failure to
reboot as instructed after installation.
B.)
Before installing version 2.3 be sure you followed the
previously given de-install instructions (below) EXACTLY.
Not following this de-install procedure is the #2 reason
after Failure to reboot and the end of the installation
process for error 380.
If
you have any free trial or earlier registered versions of
the Health-RunR below 2.3 and you want to begin using
version 2.3, please perform the following instructions
BEFORE attempting to install the Health-RunR Performance
Diet registered or free trial version on your computer.
1.
To save your older Health-RunR personal information in case
you decide to return to using a Health-RunR version other
than the Performance Diet version, locate the Health-RunR
files called <profiles. mdb>, <recipes.mdb medcheck*.mdb>,
and possibly <Journal*.*> if you used the progress
checker features. Use the Windows 95 Find feature if
necessary.
To copy these files into their correct directories and
sub-directories, create a hand-written list of each
directory and/or sub-directory, noting where these files are
currently installed.
2.
Move the files you saved above to another directory or
storage device. Warning: If you do not perform steps 1 and 2
first, you will lose all personal data files from your
current Health-RunR version.
3.
De-install your previous Health-RunR version(s) by finding
the Windows Control Panel. Select Add and Remove Programs,
then select the Health-RunR and click OK. In versions 2.3
and below: If any dialog boxes appear asking if you want to
de-install any file or shared file, ALWAYS answer yes or you
will leave bits and pieces of the program on your computer
(the Health-RunR de-installer only de-installs files it
added to your computer.) Important Note: For versions 2.9
and above: If any dialog boxes appear asking if you want to
de-install any file or shared file, ALWAYS answer NO.
4.
Open your Windows Explorer and double-check that NO older
version Health-RunR directories, subdirectories or Health-RunR
personal data files remain on the computer.
5.
Once you are sure NO old Health-RunR files are left on your
computer, install the new Performance Diet version and
reboot.
C.)
Switch to large fonts in the Window Control In Display under
Settings,
D.)
If it is still not working, then de-install and re-install
being sure to reboot and the end of the installation process
when asked to do so.
E.)
If the error is still happening for version 2.3 and below
only, there is a small possibility you still have un-removed
fragments of one of our older versions on your computer so
do the following:
(Note:
1,2 and 3 below will be unnecessary on most computers, but
if you see these files remaining after the de-install you
may want to remove them.)
1.
If the NutrCodeHollow, NutrCodeWide and NutrCodeNormal
Health-RunR Fonts still remain on your computer after the
de-install, using the Windows Explorer go to the Windows
directory and then into the Fonts sub-directory. Delete the
3 Health-RunR True Type NutriCode fonts with the font names
NutrCodeHollow, NutrCodeWide and NutrCodeNormal and the file
names ,
<UFCNCH.ttf>, <UFCNCW.ttf> and
<UFCNCN.ttf>. s(If you have any trouble finding these
files or verifying they were removed, use the Windows Find
feature.)
2.
If the Health-RunR.ini file still remains after the
de-install, use the Windows Explorer go to the Windows
directory and then delete the Health-RunR initialization
file called . (If you have any trouble
finding this file or verifying it was removed, use the
Windows Find feature.)
3.
If any Health-RunR directories (Health-RunR or Health-RunR
Foods) or directories (Help, Textfiles, Graphics) still
remain after the de-install in A. above, using the Windows
Explorer remove any original directories (Health-RunR or
Health-RunR Foods) or sub-directories (Help, Textfiles,
Graphics) for the Health-RunR. (If you have any trouble
finding them or verifying they were removed, use the Windows
Find feature.)
If
you have the 1 file download version, go to the Windows
Control Panel and select Add and Remove programs. Select the
Health-RunR then click OK. For versions 2.3 and below: If
any dialog boxes appear asking if you want to de-install any
file or shared file, ALWAYS answer yes or you will leave
bits and pieces of the program on your computer. (The
Health-RunR de-installer only de-installs file/s it added to
your computer.) For versions 2.9 and above always answer NO.
You
are now ready to install or reinstall whatever new version
of the Health-RunR you downloaded. When you re-install
reboot once at the end of the install process when it is
recommended and then and only if the problem still is
present reboot a second time.
F.
An extremely rare cause of this problem is that your windows
Fonts directory has far too many Fonts loaded and Windows
will not allow it to be loaded. The maximum # of fonts on
this directory should be around 400-500. Individuals who had
more fonts up to 1200 plus fonts in this directory found the
program worked perfectly when the removed the extra unused
fonts.
Part
4: Problems and Error Messages during Program Use
Error
messages or error dialog boxes have appeared and a feature
won't work
Click
OK in the Error box and try the feature again. If this
doesn't work, click OK in the Error box and switch to
another mode then back to the original mode and try the
feature again. If this doesn't work, close the program,
re-open it and try the feature once more. Next, reboot the
computer and retry the feature. Many times these procedures
will solve the problem so you can re-enable the feature. If
the problem still persists, e-mail us using the Bug report
in a later section of this email.
Error
Message: 3447
The
text of this message reads "The jetvba file (vbajet.dll
for 16 bit versions or vbajet.dll for 32 bit versions)
failed to initialize when called. Try reinstalling the
application that returned the error." This means the
jetvba file (vbajet.dll for 16 bit versions or vbajet.dll
for 32 bit versions) did not register correctly during
installation. In this case re-install the Health-RunR again
to re-register the file after completely de-installing it
first.
If
this file still won't register, check to see if you are
using some non-standard hard drive configuration such as
having 20-30 partitions on a hard drive or are running
multiple operating systems on one hard drive. Sometime with
these unusual configurations the registration is more
difficult.
Error
Message 3022 usually in versions below 2.3
The
message text is "Duplicate entry key etc error in data
base." This error usually occurs in versions below 2.3
when a user has used an out-of-date, changed or not-in-sync
personal data file (profiles.mdb medical.mdb or recipe.mdb).
There are entries in the database from earlier data that
clash with other data. This usually only happens when a user
has opened up the database manually with some other program
and has changed something or they have installed one copy of
the Health-RunR over another copy without de-installing the
other copy using the instructions in the readme. This
usually requires a manual fix of the database by our
programmers. Fixing can't usually be done through the
Health-RunR software. Most individuals de-install and
reinstall and lose the older personal data files with those
data conflicts to fix this problem.
Some
of the screens don't seem to fit on the display properly.
Go
to your Windows 95 Control Panel. Select Display. Go to
Settings and select the 600 x 800 resolution. The program
will run at 480 x 640 resolution 600 x 800 and 768 x 1024
resolution. On most computers that have any screen sizing
problems, it seems to run best at 600 x 800. At resolutions
ABOVE 768 x 1024, the program will NOT currently size
properly, so run it at 768 x 1024 or below.
The
NutriCode color bars look a lot different from the ones
displayed on the Health-RunR web page.
Your
computer monitor may not be set up to show all the necessary
colors. Go to the Display settings option in the Windows
Control Panel and select high color 16 bit or other higher
color options (the NutriCode colors will not display
properly at 256 colors or less levels.)
I
have problems reading the words and/or color bars. They seem
too small.
Try
switching to the 640 x 480 screen resolution or use the
large font features in Windows 95. You will find these under
the Display icon in the Control Panel under the tabs called
Settings (go to the Fonts section) and in Appearance under
Schemes. Use the Windows Standard Large or Windows Standard
Extra Large options. Also check the Accessibility Options in
the Control Panel for additional vision impaired features.
The
program runs slow
Although
the program will run on a 486-processor machine with 16
megabytes of memory, it was designed to run much faster at
Pentium 90 and up speeds with 16-32 megabytes of memory.
Keep in mind that this is a large program with calculation
intense data base features that are not available in any
other program.
I
cannot resize all of the Health-RunR screens.
In
version 2.9 and below this feature is not enabled on some
screens.
Other
reasons for bugs or problems appearing in functions that had
been running correctly
One
reason a bug may appear in a program that has been running
well for some time is that a file in the Health-RunR program
has been corrupted or fragmented by the normal wear and tear
of regular hard drive use. Problems of corrupted or
fragmented files bugging out your programs can me minimized
by regularly doing computer "housekeeping" by
running the Microsoft System Tools Scan Disk and Disk De-fragmenter.
Other
reasons for bugs or problems
Another
reason a bug may appear in a program that has been running
well for some time is that another program has been recently
installed on your computer that has overwritten key Health-RunR
<.ocx> or <.dll> files with older or newer
incompatible versions of similar Microsoft <.ocx> or
<.dll> files. This type of new bug in a program that
has been running well can often be fixed by de-installing
the Health-RunR and reinstalling it. If this simple
procedure has fixed the bug, it was most likely a corrupt or
fragmented file or am incompatible <.ocx> or <.dll>
file overwritten by another program you installed after
installing the Health-RunR.
1.
You have pre-existing problems in your operating system that
may or may not be giving you error messages during your boot
up of the operating system. Fix these first, then retry our
software.
2.
If you have an exotic computer configuration such as one
running multiple operating systems on one computer or have
partitioned your hard drive into many parts (7 or more
parts) and this partitioning has renamed your hard drive
letter sequence system you may experience bugs using the
Health-RunR or for that matter any other program. Try our
software on a computer with a more standard configuration.
It should work fine.
Part
5: De-installing Procedure and Questions
The
following are instructions for de-installing:
1.
To save your older Health-RunR personal information in case
you decide to return to using a Health-RunR version other
than the Performance Diet version, locate the Health-RunR
files called <profiles.mdb>, <recipes.mdb medcheck*.mdb>
and possibly <Journal*.*> if you used the progress
checker features. Use the Windows 95 Find feature if
necessary. To copy these files into their correct
directories and sub-directories, create a hand-written list
of each directory and/or sub-directory, noting where these
files are currently installed.
2.
Move the files you saved above to another directory or
storage device. Warning: If you do not perform steps 1 and 2
first, you will lose all personal data files from your
current Health-RunR version.
3.
De-install your previous Health-RunR version(s) by finding
the Windows Control Panel. Select Add and Remove Programs,
then select the Health-RunR and click OK. In versions 2.3
and below: If any dialog boxes appear asking if you want to
de-install any file or shared file, ALWAYS answer yes or you
will leave bits and pieces of the program on your computer
(the Health-RunR de-installer only de-installs files it
added to your computer.) Important Note: For versions 2.9
and above: If any dialog boxes appear asking if you want to
de-install any file or shared file, ALWAYS answer NO to
deleting shared files!
4.
Open your Windows Explorer and double-check that NO older
version Health-RunR directories, subdirectories or Health-RunR
personal data files remain on the computer.
5.
Once you are sure NO old Health-RunR files are left on your
computer, install the new Performance Diet version (return
to Part 2 Installation instructions).
6.
If you saved your old personal data files, you can now
install these date files in the new version using the
following procedures, but this will only work with
Performance diet version 2.3 free trails or registered
versions. You cannot import personal data files from
versions below version 2.3 into version 2.3 or above.
i.)
Locate the Health-RunR files called <profiles.mdb>,
<recipes.mdb medcheck*.mdb> and possibly
<Journal*.*> if you have already used the progress
checker features. Use the Windows 95 Find feature if
necessary.
ii.)
Create a hand-written list of each directory and/or
sub-directory, noting where these files are currently
installed.
iii.)
If you have saved all of these files from another version or
free trial, delete only the files you have replacements for.
iv.)
Move or copy your old personal data files to the same
location in the new version. Warning: Do not try to
overwrite your old personal data files over the new personal
data files of the same name in the new version. It will
produce all types of strange data errors.
Part
6: "How do I ... " find or use this feature type
questions.
1.
How do I." find or use this feature type questions
We
are often asked how do I make a backup, transfer my files to
my laptop, record recipes etc. Years ago we decided to take
the Help friendly software approach and create highly
detailed graphic Help files and include in them detailed
descriptions of how EVERY feature works. We also created the
7-Minute Mini Tour to cover the absolutely essential key
basics. Our Help design efforts have been particularly
recognized by software reviewing organizations like ZDNet
and FileMine who both gave us 5 star ratings for our
easy-to-use Help screens and tutorials.
If
you are wondering "How do I ...", assuming that
you have at least done the 7-Minute Mini tour and did not
find your answer, there are two quick ways to find the
answer to almost every "How do I" type question:
1.
Use the unique Health-RunR modal Help buttons for quick and
graphic feature Help that should get you to exactly what you
are looking for in just two clicks. In each mode of the
Health-RunR you will find a Help button that is linked only
to the Help related to that mode. When you click it, up pops
a list of all the features and most common questions and if
you click one of those links you are quickly looking at a
graphic rich, step-by-step explanation of how to use that
feature. Or,
2.
Use the search Contents, Index or Find Help functions
available from the Help pull down menu. In Find set the
options to Maximum search.
If
by chance you still do not find the specific answer to your
question, please email us using the Question Report at the
end of the bug report and we will get you the information
you need and add your information to our next Help and FAQ
upgrades.
How
do I Save and Back up Health-RunR Entries
Except
for the Personal Health Profile mode, the Health-RunR
automatically saves your entries as you go along. But, we
strongly recommend that you regularly back up all your
Health-RunR personal data files (called profiles.mdb,
recipes.mdb and the Journal**) along with other files you
regularly back up on your computer. These files contain your
personal health profile information, your recipes, and all
the records for your exercise, eating and your Progress
Checker journals.
How
do I transfer files to my Laptop
If
you are updating your information from or to a laptop, you
will replace or overwrite certain files.
1.
On the computer where you have the most current version of
the Health-RunR personal information that you wish to
transfer to another computer locate the Health-RunR files
called profiles.mdb, recipes.mdb medcheck*.mdb (and possibly
Journal*.* if you used the progress checker features). Use
the Windows 95 Find feature if necessary. Note down each
directory and/or sub-directory where these files are
currently installed.
2.
Move these files to another directory and save them in case
you need to go back to them at some future date.
3.
Copy the files of the same names to the exact same directory
and/or sub-directory on the other computer you wish to
transfer your personal data. This may overwrite some or all
of these files on the new computer.
Part:
7 Current sales information, new version product features,
tours, screen shots, buying information and sales affiliate
(referral) programs etc.
Current
contact and sales information
Contact
Information:
HealthKeeper - P O Box 1304, Ignacio, CO 81137
Hours: M-F, 9-5 Rocky Mountain Time except holidays. Closed
during the annual company vacation and training last week of
December.
web page: www.Health-RunR.com
or performancediet.com
FAQ: http://www.health-runr.com/support/faq.htm
Support: support@healthkeeper.com
Sales: inform@healthkeeper.com
Administrative: manage@healthkeeper.com
Current
Version Product Features:
http://www.health-runr.com/basic/quicklist.htm#diet
.
Most
Current Product Reviews:
http://www.health-runr.com/media/reviews.htm
Buy
on-line :
http://www.health-runr.com/products/products.htm.
Our
business philosophy and mission statement:
http://www.health-runr.com/partners/philosophy.htm
Special
Diet food deals:
http://www.health-runr.com/deals.htm
Co-Marketing
and Affiliate programs:
We
appreciate and thank you for your business. We hope you
enjoy using the Health-RunR as much as we enjoyed creating
it. And, we hope you will refer it to your friends, make
some additional income and become an independent Health-RunR
affiliate or professional co-marketing partner. (For full
details see
http://www.health-runr.com/partners/partners.htm and http://www.health-runr.com/testing/pricing.htm
for more information on affiliate co-marketing partnering.)
Upgrades:
To
upgrade first check the registered users section of the web
site to see if the new upgrade is available there or email
us at support@healthkeeper.com
and we send you the information you need to get the newest
upgrade. Some upgrades are free!
I
did not save the program and/or passwords and I need a new
copy of the program and/or passwords .
Computer
users are generally taught to always back up critical files
and information because you never know when you may sell or
change computers or have a crash and reformat your hard
drive. On our web site, in our readmes and in the purchase
downloading instructions our users are reminded repeatedly
to make a backup copy of the software and of all necessary
passwords. If you do not do this and need another copy we
incur a significant labor cost looking up your registrations
and getting you another copy of the software or the proper
passwords.
Lost
Passwords: If you have lost your passwords, please Click
Here.
Technical
support policies:
Priority
Technical Support for Registered Users
To
keep software costs low, a growing number of Internet
software companies like WinZip and Health-RunR offer
technical support only via the Internet through e-mail and
web site support services. This helps keep the cost of
better health and fitness affordable to everyone.
Fast
Internet technical support via e-mail and web site support
is the wave of the future in the software industry.
Individuals used to traditional software phone technical
support will be surprised at how much faster and easier the
new Internet based technical support systems can be.
No
longer will you have to wait on a phone line the traditional
30-40 minutes for a technical support person to finally
become available or after having left a message on a
technical support answering machine, wait sometimes days for
a technical support person to call you back or catch you in
or available. With the Health-RunR priority e-mail technical
support you not only save time and a phone charge, you will
also find that most technical problems are resolved in less
than 48-72 hours, (excluding holidays and weekends).
To
get priority assistance with your technical support
questions e-mail the bug or question report (below) to (support@healthkeeper.com).
If applicable, BEFORE you e-mail us your Bug or Question
report (below), we recommend you first:
a.)
Check the extensive on-line Help (in the software on the
menu bar or off the help button) to see if the answer to
your help question is not already there. Our on-line help is
arranged by subject, is indexed and explains how to use
every program function.
b.)
Check our regularly updated software FAQ (Frequently Asked
Questions) at our web site at (http://www.health-runr.com/support/faq.htm).
Here you can check to see if you are using the most current
software version or if you are missing a between version
patch. If so, you may be able to solve your problem with a
short upgrade or patch download.
All
Registered users get the following technical support
services:
1.
Free 24 hour Internet online support using our web page
support FAQ and other web page support features at (www.health-runr.com).
2.
Registered users get up to five priority handling, free
e-mail support occurrences during the first 90 days after
registration.
Limited
Technical Support For Free Evaluation Copies
At
the company's discretion for serious problems, Free Trial
users may obtain one courtesy, free e-mail technical support
occurrence. To get assistance with your technical support
questions e-mail the Bug or Problem report (below) to (support@healthkeeper.com).
If applicable, BEFORE you e-mail us your Bug or Suggestion
report (below), we recommend you first:
a.)
Check the extensive on-line Help (in the software on the
menu bar or off the help button) to see if the answer to
your help question is not already there. Our on-line help is
arranged by subject, is indexed and explains how to use
every program function.
b.)
Check our regularly updated software FAQ (Frequently Asked
Questions) at our web site at (http://www.health-runr.com/support/faq.htm).
Here you can check to see if you are using the most current
software version or if you are missing a between version
patch. If so, you may be able to solve your problem with a
short upgrade or patch download.
Free
Trial Users please note: We usually answer all free trial
user technical support requests with 48-72 hours except
weekends and holidays. Our tech support or programmers may
at their discretion, e-mail or fax you for further questions
regarding the bug or problem you reported. Your e-mailing us
gives us permission to e-mail you.
Returns
and refunds:
You
will find that our return refund process is very similar to
the refund or return process you would encounter in any
traditional brick and mortar retail store.
You need to notify us with proof of purchase using the form
below within 30 days of purchase at HealthKeeper - P O Box 1304, Ignacio, CO 81137
Attention: Returns Department.
You will also need to return the CD in the same shape it was
received or if you downloaded the software, verify you have
destroyed it and all copies within the 30 days as well.
Finally,
you must use, fill in and sign the refund form found at
http://www.health-runr.com/refundpolicy.htm
and snail mail it. After we have received
it, we verify your original purchase date and place of
purchase and issue a Return Merchandise Authorization (RMA)
number finalizing your refund. We will then either have your
credit card re-credited (if applicable) or mail you a check
during the month following the end of your 30-day guarantee
period.
2.9faqfileFAQ and SUPPORT FOR THE NEWEST HEALTH-RUNR
PERFORMANCE DIET VERSION 2.9.
Part
8: Replacing your program if your hard drive crashes, you
have to reformat or you buy a new computer and, getting new
unlock codes if you lose yours.
You
either want to upgrade an earlier version of the Health-RunR
program, you need another copy of your registration unlock
code from an earlier Health-RunR version, your hard drive
has crashed or you have a new computer all of which add up
to you need a new copy of the software or a new unlock code.
If
you need a new copy of the program because your hard drive
has crashed or you have a new computer:
If
you have version 2.9 or above and you purchased your copy
after November 4, 1999 and, it is within 1 year of your
purchase date, you will
be allowed to download another copy at no cost. If it is
over 1 year from your date of purchase, you will need to
upgrade following the upgrade instructions below.
If
your purchase receipt was from Netsales our main processor
of our
credit card transactions, then go to http://www.netsales.net/pk.wcgi/health/support
or call toll free
1-888-236-2446. Have your date of purchase and purchase
order or receipt number handy, as they will ask you for it.
They MAY be able to verify with just your name and night
phone number if you can not find this information. Tell them
what has happened and they will verify your purchase and
tell you where to download another copy.
If
your purchase receipt was from Digital River, another of our
main processors of our credit card transactions, please
contact them at
1-800-656-5426 or webmaster@digitalriver.com.
Have your date of purchase and purchase order or receipt
number handy, as they will ask you for it. They MAY be able
to verify with just your name and night phone number if you
can not find this information. Tell them what has happened
and they will verify your purchase and tell you where to
download another copy.
Upgrading
prices:
After
December 30, 1999, the price for registered users of
versions below the current version to transfer up to the
newest Health-RunR Performance Diet software version on will be $24.95
The
Advanced Health-RunR Performance Diet version normally sells
for $39.95 so this is a great deal for previous registered
users wanting to upgrade or older version users seeking
another copy of their unlock code for their older versions.
If
your not sure what to do upgrade now!
(And,
by August 31, 2000 when version 3.0 comes out we will no
longer be supporting versions below 1.9 or issuing new
unlock codes for those versions.)
If
you still want to get an unlock code for your older version
until September 31, 2000, follow the check mailing
instructions in the How to Upgrade section below.
About
the new Health-RunR version:
We
are getting comments like these from most of our registered
users who have already moved up to the advanced version.
