iLumina Troubleshooting: Installation

	Customer Service > iLumina 1.x FAQs > iLumina Installation > Computer Turned Off During Installation
	"I turned off my computer before the installation finished." "My computer turned itself off before the installation finished." "The installation just exited (quit) for no apparent reason." Which type of installation did you perform? (Click one of the choices below.) Typical Compact "The concern I have isn't listed here." Typical Did the installation get to the QuickTime or Adobe Acrobat portion of the installation on Disc #3? YES NO Yes, the installation got to the QuickTime or Adobe Acrobat portion of the installation on Disc #3. Great! You then actually have a full installation of iLumina on your computer. We would, however, check to see if you have the proper versions of QuickTime and Adobe Acrobat installed before running iLumina. Let's continue to the next question. Click here to proceed. Did the installation ask for Disc #1 back? YES NO Yes, the installation asked for Disc #1 back. Great! You then actually have a full installation of iLumina on your computer. Please ensure that you have the proper versions of QuickTime and Adobe Acrobat installed. Follow these steps to find out what version of QuickTime you currently have installed. Steps: We need to launch the QuickTime Control panel, please follow the steps below: Click the "Start Menu" then go to "Control Panels > QuickTime" If it's not already selected for you, select "About QuickTime" from the menu at the top of the QuickTime Control panel. The first line of text (which should be a number) will be the version number you currently have installed. It will resemble this X.X.X (example: 6.0.2). The QuickTime version should be at least 5.0. Next, we need to verify which version of Acrobat Reader you're using. Go to "Start > Programs" Listed in that menu you should find an entry named "Acrobat Reader" and at the end of that name it should provide the version number. If not then continue on. Click on that name "Acrobat Reader" to launch it. When Acrobat Reader launches go to the "Help" menu and select "About Acrobat Reader". A window will pop up, and near the top of that window you'll see a line of text that states: "Acrobat X . X . X" (example: Acrobat 5.1.0) The Acrobat Reader version should be at least 5.0. If you have the proper versions of QuickTime and Adobe Acrobat installed then you're ready to start enjoying iLumina. BACK TO TOP "My QuickTime and Acrobat Reader are the right versions, but it's still not working!" No, the installation did not ask for Disc #1 back. Then you still have a full installation of iLumina on your computer, you can ignore the need for Disc #1. The installer for iLumina is what is asking for Disc #1 back, but it's not a necessary step to complete. Please reboot your computer and look for the iLumina icon on the desktop. We would however check to see if you have the proper versions of QuickTime and Adobe Acrobat installed before running iLumina. Follow these steps to find out what version of QuickTime you currently have installed. Steps: We need to launch the QuickTime Control panel, please follow the steps below: Click the "Start Menu" then go to "Control Panels > QuickTime" If it's not already selected for you, select "About QuickTime" from the menu at the top of the QuickTime Control panel. The first line of text (which should be a number) will be the version number you currently have installed. It will resemble this X.X.X (example: 6.0.2). The QuickTime version should be at least 5.0. Next, we need to verify which version of Acrobat Reader you're using. Go to "Start > Programs" Listed in that menu you should find an entry named "Acrobat Reader" and at the end of that name it should provide the version number. If not then continue on. Click on that name "Acrobat Reader" to launch it. When Acrobat Reader launches go to the "Help" menu and select "About Acrobat Reader". A window will pop up, and near the top of that window you'll see a line of text that states: "Acrobat X . X . X" (example: Acrobat 5.1.0) The Acrobat Reader version should be at least 5.0. If you have the proper versions of QuickTime and Adobe Acrobat installed then you're ready to start enjoying iLumina. BACK TO TOP "My QuickTime and Acrobat Reader are the right versions, but it's still not working!" No, the installation did not get to the QuickTime or Adobe Acrobat portion of the installation on Disc #3. It would appear that iLumina didn't get a chance to fully install on your computer. Certain portions of iLumina will not work if you didn't get to Disc #3 in the installation process. These are in the Media Center: Animations Virtual Tours Point in Times We would suggest that you uninstall what it did install and try another installation. Please follow these steps below. Use the "Add/Remove Programs" Control Panel to uninstall iLumina. Here's how: Click the START button Scroll to SETTINGS Click CONTROL PANEL Double-click the ADD/REMOVE PROGRAMS Control Panel to open it Click ILUMINA BIBLE in the list of programs 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: Insert iLumina CD-ROM #3 into your CD-ROM drive Double-click the MY COMPUTER icon on your desktop to open it Right-click the CD-ROM drive icon, then click OPEN Double-click the UNINSTALL icon to run the uninstaller This secondary uninstaller may take a longer time, and it may look like it isn't doing anything, but rest assured its clearing all the iLumina files from your computer. There are thousands of files, so please let it continue. When it finishes, it will automatically exit. Reboot your computer, then reinstall iLumina. BACK TO TOP "It's still not working!" Compact Is there an iLumina icon on the desktop or an iLumina entry in the "Start" menu? YES NO Yes, there is an iLumina icon on the desktop or an iLumina entry in the "Start" menu. Great! You then actually have a full installation of iLumina on your computer. We would, however, check to see if you have the proper versions of QuickTime and Adobe Acrobat installed before running iLumina. Let's continue to the next question. Click here to proceed. Does the program run without any errors? YES NO Yes, it runs without errors Great! You then have a full installation of iLumina on your computer. We would however check to see if you have the proper versions of QuickTime and Adobe Acrobat installed before running iLumina. Follow these steps to find out what version of QuickTime you currently have installed. Steps: We need to launch the QuickTime Control panel, please follow the steps below: Click the "Start Menu" then go to "Control Panels > QuickTime" If it's not already selected for you, select "About QuickTime" from the menu at the top of the QuickTime Control panel. The first line of text (which should be a number) will be the version number you currently have installed. It will resemble this X.X.X (example: 6.0.2). The QuickTime version should be at least 5.0. Next, we need to verify which version of Acrobat Reader you're using. Go to "Start > Programs" Listed in that menu you should find an entry named "Acrobat Reader" and at the end of that name it should provide the version number. If not then continue on. Click on that name "Acrobat Reader" to launch it. When Acrobat Reader launches go to the "Help" menu and select "About Acrobat Reader". A window will pop up, and near the top of that window you'll see a line of text that states: "Acrobat X . X . X" (example: Acrobat 5.1.0) The Acrobat Reader version should be at least 5.0. If you have the proper versions of QuickTime and Adobe Acrobat installed then you're ready to start enjoying iLumina. BACK TO TOP "My QuickTime and Acrobat Reader are the right versions, but it's still not working!" No, there are errors when I try to run the program. Click here to procees to the next step. No, there is not an iLumina icon on the desktop or an iLumina entry in the "Start" menu. It would appear that iLumina didn't get a chance to fully install on your computer. We would suggest that you uninstall what it did install and try another installation. Please follow these steps below. Use the "Add/Remove Programs" Control Panel to uninstall iLumina. Here's how: Click the START button Scroll to SETTINGS Click CONTROL PANEL Double-click the ADD/REMOVE PROGRAMS Control Panel to open it Click ILUMINA BIBLE in the list of programs 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: Insert iLumina CD-ROM #3 into your CD-ROM drive Double-click the MY COMPUTER icon on your desktop to open it Right-click the CD-ROM drive icon, then click OPEN Double-click the UNINSTALL icon to run the uninstaller This secondary uninstaller may take a longer time, and it may look like it isn't doing anything, but rest assured its clearing all the iLumina files from your computer. There are thousands of files, so please let it continue. When it finishes, it will automatically exit. Reboot your computer, then reinstall iLumina. BACK TO TOP "It's still not working!" Did the computer report any errors during installation before rebooting? YES NO Yes, the computer reported errors during installation before rebooting. Please make a note of all the information in the Error Messages, including all text and numbers. Click here to proceed to our Customer Support report form. No, the computer did not report any errors during installation before rebooting. Great! You now currently have a complete installation of iLumina. Please reboot your computer after the installation completes and begin enjoying iLumina. BACK TO TOP "It's still not working!" "The concern I have isn't listed here."