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Basic software troubleshooting

TroubleshootUnable to install a software program

  1. Verify the diskettes or CD are readable by reading the files on the drive. For example, Microsoft Windows users can explore the drive in Windows explorer. If the CD attempts to AutoPlay, you may need to right-click the drive and click Explore to browse the drive. If you are having problems with reading a CD, see document CH000212.
  2. If the CD reads fine with no errors, verify your computer meets the minimum requirements of the software program. If your computer does not have enough disk drive space or does not meet the requirements, the program will not install.
  3. Make sure the program or utility you are installing is compatible with the version of operating system you have on your computer. For example, many older utilities such as a virus protection program may only work with a specific version of Microsoft Windows.
  4. If you are getting stopped at the CD-KEY or Serial Number verification, verify you are entering your correct number. If you lost your number or key or it does not work, you need to contact the developer of the program. Computer Hope will not provide any users with an alternate identification number.

Error during installation

  1. Verify your computer meets the requirements of the program or utility. For example, if your computer runs out of disk space during the installation, this would cause an error during the installation.
  2. If you are running Microsoft Windows 95 or higher try installing the program from Safe Mode.
  3. Verify the CD is clean and contains no significant scratches. Information about how to clean a CD and a CD-ROM can be found on our cleaning page.

Program or utility does not load or has an error when it attempts to load

  1. Verify the program or utility documentation makes no mention of the error you are experiencing. Many times the error and explanation to how to resolve the error are already documented.
  2. Verify no patches or updates are available from the developer of the program or utility. In some cases the software program may require an update before it can be successfully run on your computer.
  3. Make sure all other programs are closed when you run the program or utility. If the program successfully runs after closing all other programs, it's possible that the program may have issues with other programs.
  4. Make sure the computer has been rebooted at least once after the program has been installed. In some cases it may be required.
  5. Verify your computer has the correct date. In some cases a program may rely on the date and if that date is incorrectly set it may cause issues. Additional information about setting the date can be found on document CH000554.
  6. If following the above recommendations does not resolve your issues, reinstall the program or utility.


In some cases your software issue may be related to your operating system. We recommend that you see our guide to basic troubleshooting, and run through all the steps listed there which apply to your specific operating system.

If you are still running into errors or unable to resolve your issue, search our web page, check our on-line help section, and check our Q&A section for additional help and recommendations. If after checking these locations you are still unable to resolve your issue, feel free to contact our support team.

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