The Complete National Geographic
Technical Support
     
    General
  
Macintosh Specific
       
      Assets do not match current settings    Help for print search results dialogue
      Crashes during searches    Error type 2 or type 11
      Fatal exception OE has occurred    Install seems to freeze or hang
      Mislabeled CD (CD 14 or others)    Program locks up when viewing articles
      Updates and Replacements    
      Category search tree doesn't display items    >
      Can't find install disk    
      Notice for Windows XP users    
          
     
    Printing and Display
    

   
      Bottom half of screen is distorted    
      Buttons are not bright enough    
      Large fonts warning message    
      Low graphics quality on screen    
      Low quality of printed material    
      Screen shows discoloration    





General

Assets Do Not Match Current Settings
Description: While running the program, a message appears as, "Assets do not match current settings." The message occurs if you install the 800 x 600 or 1024 x 768 assets and then change your screen resolution to a lower setting, for example to 640 x 480.

Solution: Either restore your original desktop settings to match those at the time you first installed the product, or reinstall the product to match your current display resolution.

Back to top


Crashes During Searches
Description: While running the program, the next page article buttons appear as "greater than" symbols on gray rectangles, instead of the black triangle on a blue oval, and the search engine crashes. This happens when the 110 years product is installed on the same computer with the 108 or 109 Years products.

Solution: You need to delete the NGM folder from your Windows directory and then reinstall the product.
  1. Click on the Start button, select Find, and then click Files and Folders.
  2. Type NGM on the Named line and then click the Find Now button.
  3. The search should find the NGM folder.
  4. Click on the folder so that it is highlighted.
  5. Press the DELETE key on your keyboard.
  6. Click the Yes button when questioned if you want to move the file to the Recycle Bin.
  7. Reinstall The Complete National Geographic 110 Years of National Geographic Magazine on CD-ROM.
  8. Run the program and the issue should now be resolved.
Back to top


Fatal Exception OE Has Occurred
Description: While running the product, a message appears indicating, "Fatal exception OE has occurred." This is caused by a conflict between the computer's video card driver and the QuickTime® Movie Player.

Solution: There are several ways to resolve this issue. Please try them in the following order.

A. Set the QuickTime control panel to Safe Mode (GDI Only):
  1. Click on the Start button, select Settings, and then click Control Panel.
  2. Double-click the QuickTime® icon (it will be silver/gray with a blue "Q" or any QuickTime® icon without 32 in the name).
  3. You will see a drop-down menu at the top if you are in the correct control panel. Note: If you selected a control panel with a bottom button that indicates More, then you have selected the wrong one. Close this control panel and follow the previous instructions.
  4. Select Video Settings in the drop-down menu.
  5. Click on Safe Mode GDI only (Graphical Device Interface).
  6. Click on the X at the upper-right corner to close the control panel.
  7. Click on the Yes button to save the changes when prompted.
  8. You should now be able to run The Complete National Geographic 110 Years of National Geographic Magazine on CD-ROM. If this does not resolve the issue, then proceed to the next set of instructions.
B. Lower the hardware acceleration:
  1. Click on the Start button, select Settings, and then click Control Panel.
  2. Double-click the System icon.
  3. Click the Performance tab.
  4. Click on the Graphics button near the bottom of the window.
  5. The Hardware Acceleration should be set to Full. Slide the button two notches to the left.
  6. The label below the Acceleration bar should now read "Basic Accelerator Functions."
  7. Click on the OK button and close the System Properties window.
  8. Click on the Yes button when prompted to restart your computer.
  9. After Windows has loaded, the program should run. If this does not resolve the issue, proceed to the next set of instructions.
C. Update the video card driver on your computer:
  1. Consult your Windows documentation for instructions on this procedure.
  2. Test the program to see if the problem has been solved. If updating your video card driver has not solved the problem, please try the next procedure.
D. Editing a line in the QTW.INI file:
  1. Click on the Start button and select Run.
  2. In the command line type: QTW.INI then click the OK button.
  3. Find the [Video 32] section.
  4. Find a line in this section that reads similar to Optimize=Driver.
  5. Change this line to read Optimize=BMP.
  6. Select File on the menu bar and then choose Save.
  7. Close the QTW.INI window. The issue should now be resolved.
Back to top


Mislabeled CD (CD 14 or others)
Some of the disks that are part of The Complete National Geographic® 110 Years of National Geographic Magazine on CD-ROM may be mislabeled. This is a post-release issue that may apply to disk number 14. This disk is lavender in color and is identified as the 1940s CD (May 1943—August 1946) with SKU CNU744AE-CD14. It may have data from CD number 22. Note that only some disks that are labeled CD 14 are incorrect. To determine if the disk is mislabeled, verify release numbers on CD 14.

  1. Check the back side of the disk.
  2. The correct CD 14 will read around the inside edge in hologram style: IFPI LD98 24185I LR008798A.
  3. The incorrect CD 14 reads around the same edge as: IFPI LD98 24224I LR008806A.
  4. If you have the mislabeled CD, e-mail us at cdromcustomersupport@nationalgeographic.com.
Back to top


Updates and Replacements
There have been four previous iterations of the National Geographic Complete package (108 Years, 109 Years, 110 Years and 111 Years), and each was released by different companies. All are incompatible with each other and act as stand-alone products. Some were 16-bit (and thus incompatible with our current 32-bit version), others were just constructed differently by the companies contracted to produce them over the past few years.

Unfortunately the only solution for this is to purchase National Geographic: 10 Legendary Years. This will bring any version you own up to the year 2000. However, this too will be a stand-alone program (the 10 Legendary Years). It will not be accessible via your older National Geographic program.

So for example if you have the National Geographic 108 Years—it ends at 1996. For any years up to 1996 you could use your original program, but to view the years 1997-2000 you would need to open the 10 Legendary Years program separately. And yes, since the 10 Legendary Years product also includes the years 1990-1996 there will be some overlap.

The only way to have a complete and fully integrated product is to purchase the current full set, National Geographic 112 Years. We apologize for any inconvenience.

Back to top


Category search tree doesn't display Items
While running The Complete National Geographic 110 Years of National Geographic Magazine on CD-ROM the Category Search Tree does not show the name of the sixth tier. The bracket appears, but no text follows. An example would be: Animals, Species, Invertebrates, Arthropods, Insects, Ants. When clicking on Ants (or any term not preceded by an asterisk), nothing appears in the appropriate area on the tree to the right.

This issue can usually be corrected by changing the Taskbar Properties so that the Autohide feature is enabled

Back to top


Can't find install disk
  1. Please go to the 1990-2000 booklet.
  2. Please look on the right-hand side.
  3. You should find a disk with a YELLOW label (all the others are black). The disk will have "INSTALL ME" printed on it.
  4. This is the disk you use to do your installation.
To contact customer support, e-mail us at cdromcustomersupport@nationalgeographic.com.

Back to top


Notice for WINDOWS XP Users
We're sorry but some of our software is not 100 percent compatible with the Windows XP operating system.

Many of our programs were developed prior to XP's release to the market. XP has a different file structure and program requirements. Currently there are no patches or upgrades to accommodate these differences.

However, XP has the Program Compatibility Wizard which can help XP run programs developed under previous versions of Windows. To activate this feature:

  1. Click on the Start button.
  2. Go to All Programs then Accessories.
  3. Select the Program Compatibility Wizard.
  4. Select for it to look into the CD drive.
  5. Choose for it to run in Windows 98/ME mode.

Most of our programs were made to run on the Windows 95 file structure of Windows 95, 98 and ME—not the Windows NT file structure of Windows NT and 2000.

Please Note: If the software has installed successfully you can right-click on the icon and left-click on Properties; at the top-right you will see a Compatibility tab; this will give you the option to run in Windows 95, 98 and NT mode, 256-colors, ME, etc.

Another alternative would be to make a dual-boot partition. This option allows you to have two operating systems on one hard drive. However, this should be done with the help and support of the correct Technical Support organization and setup for this option is beyond the scope of our services.

Back to top
Printing and Display

Bottom Half of Screen Is Distorted
Description: If you see distorted video in the product there may be a conflict between QuickTime® and your video card driver.

Solution: There are several possible solutions to this problem. Please try them in the following order.

A. Set the QuickTime® control panel to Safe Mode (GDI Only):
  1. Click on the Start button, select Settings, and then Control Panel.
  2. Double-click the QuickTime® icon (it will be silver/gray with a blue "Q" or any QuickTime® icon without 32 in the name).
  3. You will see a drop-down menu at the top if you are in the correct control panel. Note: If you selected a control panel with a bottom button that says More, then you have selected the wrong one. Close this control panel and follow the previous instructions.
  4. Select Video Settings in the drop-down menu.
  5. Click on Safe Mode GDI only (Graphical Device Interface).
  6. Click on the X at the upper-right corner to close the control panel.
  7. Click on the Yes button to save the changes as prompted.
  8. You should now be able to run The Complete National Geographic 110 Years of National Geographic Magazine on CD-ROM. If this does not resolve the issue, then proceed to the next set of instructions.
B. Lower the Hardware Acceleration:

  1. Click on the Start button, select Settings, and then click Control Panel.
  2. Double-click the System icon.
  3. Click the Performance tab.
  4. Click on the Graphics button at the bottom of the window.
  5. The Hardware Acceleration should be set to Full. Slide the button two notches to the left.
  6. The label below the Acceleration bar should now read "Basic Accelerator Functions."
  7. Click on the OK button and close the System Properties window.
  8. Click on the Yes button when prompted to restart your personal computer.
  9. After Windows has loaded, the program should run. If this does not resolve the issue, proceed to the next set of instructions.
C. Update the video card driver on your computer:

  1. Consult your Windows documentation for instructions on this procedure. Note this should involve downloading a file from the internet and installing it.
  2. Test the program to see if the problem is solved. If updating your video card driver has not solved the problem, please try the next procedure.
D. Editing a line in the QTW.INI file:

  1. Click on the Start button and select Run.
  2. In the command line type: QTW.INI then click the OK button.
  3. Find the [Video 32] section.
  4. Find a line in this section that reads similar to Optimize=Driver.
  5. Change this line to read Optimize=BMP.
  6. Click the File on the menu bar and then select Save.
  7. Close the QTW.INI window.
The problem should now be resolved. If the problem persists please consult your owner's manual for information on how to contact technical support for further assistance.

Back to top


Buttons Are Not Bright Enough
Description: While running the program, the screen brightness appears too low for viewing the buttons at the bottom of the program screen. To solve this problem, try increasing the brightness of your monitor. If that does not resolve the issue, follow the instructions below to adjust your computer's color palette to 16-bit High Color or greater. Performing this procedure often resolves the issue unless your monitor is older and has phosphorus burnout.

Solution: Adjust your computer's color palette to 16-bit High Color or greater.
  1. Minimize all program windows on your screen.
  2. Right-click on your Desktop (without clicking on an icon).
  3. Select Properties from the drop-down menu that appears. The Display Properties dialog box will appear.
  4. Click on the Settings tab.
  5. Click on the drop-down menu under the Color Palette.
  6. Select High Color (16-bit) or higher.
  7. Click on the OK button.
  8. Follow the prompts to restart your computer.
  9. Run the program, the problem should now be resolved. Note: If your monitor is older, you may want to purchase a newer monitor as your current monitor may have phosphor burnout, limiting its brightness level.
Back to top


Large Fonts Warning Message
Description: Each time you start the program you see a "Large Fonts" warning if you have selected your Display Settings to Large Fonts or are using a non-standard Desktop theme. This message does not indicate a decrease in performance for the National Geographic program. Simply click on the OK button of the message dialogue box and the program will run successfully. If you want to avoid seeing the message, follow these instructions for changing your Display Settings from the Large Fonts to Small Fonts. This change should only be made if you are willing to change the current settings for your entire computer.

Solution: Windows 95
  1. Click on the Start button, select Settings, and then click the Control Panel.
  2. Double-click the Display icon. The Display Properties dialog box will open.
  3. Click the Settings tab.
  4. Click on the down-arrow of the Font Size list window and select Small Fonts.
  5. Start the program and see if the "Large Fonts" warning message still occurs.
Solution: Windows 98
  1. Click on the Start button, select Settings, and then click the Control Panel.
  2. Double-click on the Display icon. The Display Properties dialog box will open.
  3. Click the Settings tab.
  4. Click on the Advanced button.
  5. Verify that the General tab is activated.
  6. Click on the down-arrow of the Font Size list window and select Small Fonts.
  7. Start the program see if the "Large Fonts" warning message still appears.
If the "Large Fonts" warning message still displays after changing the Font Size setting to Small Fonts, or if your setting is already at Small Fonts, you may need to change your Desktop Theme.
  1. Click on the Start button, select Settings, and then click the Control Panel.
  2. Double-click on the Themes or the Desktop Themes icon.
  3. Change the Desktop Themes to Windows default or Windows Standard.
  4. Click on Apply.
  5. Click on OK.
  6. Close the control panel.
  7. Start the program—the "Large Fonts" warning message should no longer appear.
Back to top


Low Graphics Quality On Screen
Description: The graphics in the program appear low in quality.

Solution: When National Geographic developed the program, a number of approaches to converting this large body of work were examined. It was determined that scanning each page was the best way to preserve the accuracy and appearance of the original page. In order to fit the collection on a reasonable number of disks, each scanned page needed to be compressed. The JPEG (Joint Photographic Experts Group) form of compression was chosen because it offered a high degree of compression with a great deal of control over the photographs. JPEG is also a widely accepted standard that is compatible on the broadest number of platforms. While JPEG compression maintains a high quality of photographic image, it does not work as well with black and white text. We tested a number of settings to arrive at the text quality in the product, and user testing indicated most people did not have a problem with our choice.

The text quality is limited by the low resolution of the original scan. Zooming in on the image makes it easier to read, as does viewing the product using color palette display settings at 16-bit High Color or better. Printing pages on a color printer will also make them easier to read.

Back to top


Low Quality Of Printed Material
Description: Text may be hard to read and graphics may have banding. Solution: When National Geographic developed the program, a number of approaches to converting this large body of work were examined. It was determined that scanning each page was the best way to preserve the accuracy and appearance of the original page. In order to fit the collection on a reasonable number of disks, each scanned page needed to be compressed. The JPEG (Joint Photographic Experts Group) form of compression was chosen because it offered a high degree of compression with a great deal of control over the photographs. JPEG is also a widely accepted standard that is compatible on the broadest number of platforms. While JPEG compression maintains a high quality of photographic image, it does not work as well with black and white text. We tested a number of settings to arrive at the text quality in the product, and user testing indicated most people did not have a problem with our choice.

Below are some tips for improving print output with a color printer. Color printers greatly improve the product's print quality.
  1. Click the Zoom button on the lower-left end of the National Geographic toolbar.
  2. Move the sliding bar on the far left of the National Geographic toolbar at the bottom of the screen to the right to increase the contrast of the text.
  3. Click the print button to display the Print dialog box.
  4. Place a check mark next to Optimize for Text (lower-right corner of the Print dialog box).
  5. Click the OK button at the top-right of the Print dialog box. Note: The Optimize for Text option requires a faster computer with more RAM and free hard drive space.
Below are some tips for printing on a black-and-white printer:
  1. Click the Zoom button on the lower-left end of the National Geographic toolbar.
  2. Move the sliding bar on the far left of the National Geographic toolbar at the bottom of the screen to the right to increase the contrast of the text.
  3. Click the print button to display the print dialog box.
  4. Turn on the Optimize for Text option for improving the text quality.
  5. Turn off the Optimize for Text option if you want to improve picture quality. Note: A Color printer improves both the text and picture quality.
Some further considerations when printing:
  1. The minimum system requirements listed with the program are sufficient to print with any printer, provided that the Text Optimization option is turned off.
  2. Recommended practical minimum system requirements with the Text Optimization turned on is a Pentium 133 with 32MG RAM.
  3. A 200MHz or faster with 48MG RAM will make the printing time much shorter.
  4. Printing with the Text Optimization turned on takes approximately five to eight times longer to print and requires significantly more free hard drive space.
  5. Printing a large number of pages may require at least 100MB of free disk space.
  6. When printing, selecting the Current Page Spread option rather then the All Article pages may be more reasonable if your hard disk space is low.
Back to top


Screen Shows Discoloration
Description: While running the product, graphics are discolored or distorted. This issue is caused by using 16 or 256 color depths.

Solution: The program requires 16-bit high color or better (65,536 colors). To change the computer's color palette:
  1. Minimize all windows on your screen.
  2. Right-click on the Desktop (without clicking on an icon).
  3. Select Properties from the drop-down menu. The Display Properties dialogue box will appear.
  4. Click the Settings tab.
  5. Click the drop-down menu under Color Palette.
  6. Select High Color (16-bit) or better.
  7. Click the OK button.
  8. Follow the prompts to restart your computer.
  9. Launch the program, the problem should now be resolved.
Back to top
Macintosh Specific

Help for Print Search Results Dialogue (Macintosh Only)
Description: In the Macintosh version of the online help, the "Print Search Results" topic includes descriptions of printer-specific features that are not part of this product. This information will appear after clicking on Help, while in the Print dialogue created from either the Simple Search screen or the Advanced Search screen.

Solution: Disregard the mention of features not seen on your Print Search Results dialog.

Back to top


Error Type 2 Or Type 11
Description: While launching the product on a Macintosh operating system, an error message appears as either "Error Type 2" or "Error Type 11." In some cases these messages may not appear, and the program may freeze after viewing an article.

Solution: Please follow these instructions to resolve this issue:

  1. Go to the Apple Menu and select Control Panels.
  2. Select Monitors or Monitors and Sound.
  3. Choose thousands of colors (also known as 16-bit High Color or 65,536 Colors) and then close the Control Panel.
  4. You should now be able to run the product. You may need to restart the computer before running the program.
Back to top


Install Seems to Freeze or Hang (Macintosh Only)
Description: While installing the product on a Macintosh operating system, the screen does not change for extended periods of time. The screen will not change on some computers for 15 to 30 minutes.

Solution: This is normal. Do not stop the installer as it will eventually finish. After the installer has completed its operation, the screen will change and then further instructions will be displayed.

Back to top


Program Locks Up When Viewing Articles (Macintosh Only)
Description: While viewing the articles in the product on a Macintosh computer, the program will lock up if the computer's color palette is set to 256 colors instead of thousands of colors.

Solution: Please follow these procedures to change the monitor settings.

  1. Go to the Apple Menu and Select Control Panels.
  2. Select Monitors or Monitors and Sound.
  3. Choose thousands of colors and then close the control panel.
  4. You should now be able to run the program. You may need to restart the computer prior to running the program.
E-mail Customer Support: cdromcustomersupport@nationalgeographic.com


Back to top

Back to CD-ROM Support Home Page
Home