Customer Service > iLumina 1.x FAQs > Global Procedures and Answers

Global procedures and answers

The iLumina System Information Gatherer (SIG)
SIG is an application that reads a limited amount of information regarding your iLumina installation from your computer. This information includes the following:

• System info (OS, version, language, CPU, RAM, screen size, graphics card)
• iLumina info (installation type, path & integrity, edition, version, settings)
• Drive info (location, type, capacity)
• Printer info [iLumina 2.0/Gold only] (make, model)
• Video playback info (QuickTime, Video for Windows, Windows Media Player versions, video card)
• DAO version [iLumina 1.0, Windows only]

If you don't already have the SIG, you can download it here:

• Shockwave SIG (200 Kb) for iLumina 1.0 and 1.1 DOWNLOAD SIG 1.0
• Shockwave SIG (500 Kb) for iLumina Gold and 2.0 DOWNLOAD SIG 2.0

If you don't have Shockwave, you can download it free. Besides allowing you to run the iLumina SIG, Shockwave will enhance your interactive experience on the internet. You can download the latest Shockwave player by clicking the button below. A new browser window will appear over this one and will prompt you through the installation.

Instructions for using SIG

1. After clicking the link to download your version of SIG, make sure to save it to the desktop.
2. After it's done downloading, double-click it.
3. When it launches, you'll see a button in the lower right corner that says "Get System Info", click it once. NOTE: SIG 2.0 also displays a dialog box that lets you enter information about the specific problem you're seeing.
4. When it's done, a message will appear that says: "System information has been copied to the clipboard. Please PASTE it into an email, and send it to support@ilumina.com"
5. Click the OK button, and the program will exit automatically.
6. Next, you should do one of the following:
   
   
   • If you are sending this to us from the contact form in the troubleshooter:
     Simply PASTE ("Edit > Paste" or CTRL+V) this information into the System Information box on the Technical Question form and send it to us (if you arrived at this page by clicking the link from the Technical Question form, you can also use the Back button on your browser).
   
   
   • If you are currently in a case with us:
     Select the last email you received from us and click on the "Reply" button. Please make sure that you keep the contents of the previous emails in this reply and at the beginning of it all (at the top of the email) PASTE this new information into the body. (Pasting can be done by either "Edit > Paste" or CTRL+V) This will help us to keep track of your case and to make sure that we have all the necessary information to handle your case. Also make sure that your case number is still in the subject line of the email. Your case number is unique to you and will aid us is in responding to your case.

Uninstall/Reinstall Procedure
Use the "Add/Remove Programs" Control Panel to uninstall iLumina. Here's how:

1. Click the START button
2. Scroll to SETTINGS
3. Click CONTROL PANEL
4. Double-click the ADD/REMOVE PROGRAMS Control Panel to open it
5. Click ILUMINA BIBLE in the list of programs
6. Click the ADD/REMOVE (or CHANGE/REMOVE) button

If, after following these steps, iLumina still appears to be on your computer, there's a more thorough (but slower) way to uninstall. Follow these steps:

1. Insert iLumina CDROM #3 into your CD-ROM drive
2. Double-click the MY COMPUTER icon on your desktop to open it
3. Right-click the CDROM drive icon, then click OPEN
4. Double-click the UNINSTALL icon to run the uninstaller

Bad disc determination procedure
The problem you're describing is unique, and we're wondering if the CD-ROM might be dirty or scratched, such that the system is unable to load something from it. Please make sure the disc itself is clean and smooth, and try installing again. If you still see the same message, there's a chance you simply received a bad disc -- it's rare, but it does happen.

To determine whether the disc itself is the problem, please install the program onto a different computer. If it won't install on the other computer either, the disc must be bad and we would suggest exchanging it with another one at the retailer your bought it from. If it does install, the problem must lie somewhere in the software configuration on your computer. If that's the case, you should download and install the latest Service Pack update for your version of Windows, then try again. To acquire the latest service pack, click here to go to the Windows Update page. While at that web page please make take the time to go through all of the update sections you find there. You'll see a section relating to your version of Windows as well as "Critical Updates" and "Driver Updates." You should be sure to pull updates out of all of these sections.

If none of these suggestions work, click here to send us an email.