INSTALLATION TROUBLESHOOTING FOR WINDOWS USERS

Potential issue for Windows Users: The installation problem may occur on WinXP/Vista/Win7 systems leaving the application partially installed when:

          1. The AIR runtime is being installed for the first time.
          2. The system has Internet access.

To prevent this issue, please take one of the following precautionary steps:

• Workaround A (For users with high speed broadband access [=>2Mbps])

          1. Go to: www.nationalgeographic.com/updates/products/cng120/ClickToInstall.html
          2. Run The Complete National Geographic web installer. This has the latest version of Adobe Air and the latest version of The Complete National Geographic.

• Workaround B (For users with inconsistent or slower broadband access)

          1. Disconnect the computer from the Internet. Unplug the network cable and disable any wireless networking.
          2. Install The Complete National Geographic application as usual (from DVD or hard drive).
          3. Reconnect the computer to the Internet. At some point later, the AIR runtime will detect that an update is available, and it is now safe to apply this update.
          4. Launch The Complete National Geographic application and go to "Preferences." If you have v1.22 or lower, click on Check for Updates Now > Check for Updates > Download Now. This will ensure you have the latest version of The Complete National Geographic.

• Workaround C (For users with inconsistent or slower broadband access)

          1. Install the latest AIR runtime from the web (get.adobe.com/air/).
          2. Install The Complete National Geographic application, but be sure to choose the "Don't upgrade AIR Runtime" option. (Note that the dialog text is misleading, since it is asking you about upgrading the runtime, even though selecting yes would actually be downgrading to an older version!)
          3. Now the application will install correctly.
          4. Launch The Complete National Geographic application and go to "Preferences." If you have v1.22 or lower, click on Check for Updates Now > Check for Updates > Download Now. This will ensure you have the latest version of The Complete National Geographic.

TOO LATE! I tried installing The Complete National Geographic and I got errors for the Adobe Air installer andThe Complete National Geographic Installer:

Issue: The problem referenced above can cause The Complete National Geographic to become partially installed but not functioning. Here are the steps to remedy the problem:

Remove the partially installed app:

          1. Uninstall the CNG app from the Add/Remove Programs panel. The uninstaller will report a few errors along the way. Just click OK to dismiss these dialog boxes and continue the uninstall process.
          2. Delete the natgeo_temp folder in your home folder.
                   • Vista & Win7 Users: this folder will likely be found at C:\Users\username\natgeo_temp.
                   • WinXP Users: this folder will likely be found at C:\Documents and Settings\username\natgeo_temp

Follow one of the options below:

• Workaround A (For users with high speed broadband access [=>2Mbps])

          1. Go to: www.nationalgeographic.com/updates/products/cng120/ClickToInstall.html
          2. Run The Complete National Geographic web installer. This has the latest version of Adobe Air and the latest version of The Complete National Geographic.

• Workaround B (For users with inconsistent or slower broadband access)

          1. Disconnect the computer from the Internet. Unplug the network cable and disable any wireless networking.
          2. Install The Complete National Geographic application as usual (from DVD or hard drive).
          3. Reconnect the computer to the Internet. At some point later, the AIR runtime will detect that an update is available, and it is now safe to apply this update.
          4. Launch The Complete National Geographic application and go to "Preferences." If you have v1.22 or lower, click on Check for Updates Now > Check for Updates > Download Now. This will ensure you have the latest version of The Complete National Geographic.

• Workaround C (For users with inconsistent or slower broadband access)

          1. Install the latest AIR runtime from the web (get.adobe.com/air/).
          2. Install The Complete National Geographic application, but be sure to choose the "Don't upgrade AIR Runtime" option. (Note that the dialog text is misleading, since it is asking you about upgrading the runtime, even though selecting yes would actually be downgrading to an older version!)
          3. Now the application will install correctly.
          4. Launch The Complete National Geographic application and go to "Preferences." If you have v1.22 or lower, click on Check for Updates Now > Check for Updates > Download Now. This will ensure you have the latest version of The Complete National Geographic.





How can I correct an incomplete installation?

For those who may have had difficulty installing The Complete National Geographic, resulting in a partially installed program (it won't start, or it won't allow you to re-install), there is no need to uninstall the program as described earlier in the FAQ. Instead, just delete the natgeo_temp folder in your home folder. Then you'll be able to re-install the program.
         • Vista & Win7 Users: this folder is usually found at C:\Users\username\natgeo_temp.
         • WinXP Users: this folder is usually found at C:\Documents and Settings\username\natgeo_temp. (Remember to replace "username" with your own user name when looking for this folder.)

After deleting this folder, you should be able to reinstall the program as described in the FAQ, following one of the options below:

For users with high speed broadband access:

         1. Go to: www.nationalgeographic.com/updates/products/cng120/ClickToInstall.html
         2. Run The Complete National Geographic web installer. This has the latest version of Adobe Air, as well as the latest version of The Complete National Geographic.
         3. The Complete National Geographic can now be launched.

For users with inconsistent or slower broadband access:

         1. Disconnect your computer from the Internet—unplug the network cable and disable any wireless networking.
         2. Install The Complete National Geographic, using your DVDs or The Complete National Geographic hard drive.
         3. Reconnect your computer to the Internet. (At some point later, the AIR runtime will automatically detect that an update is available. When you're prompted to download it, it's safe to apply this update.)
         4. Launch The Complete National Geographic and click "Preferences" on the menu bar at the top of your screen. If you have v1.22 or lower, click on "Check for Updates Now" > "Check for Updates" > "Download Now". This will ensure that you're running the latest version of The Complete National Geographic.

Alternate method for users with inconsistent or slower broadband access:

         1. Before beginning the re-install, download and install the latest AIR runtime directly from the Adobe website (http://get.adobe.com/air/).

         2. Install The Complete National Geographic from your DVDs or the Complete National Geographic hard drive, but be sure to choose the "Don't upgrade AIR Runtime" option. (This may sound misleading, but you've already downloaded the latest version in step 1.)
         3. Now the application will install correctly.
         4. Launch The Complete National Geographic and click "Preferences" in the menu bar at the top of your screen. If you have v1.22 or lower, click on "Check for Updates Now" > "Check for Update’s > "Download Now". This will ensure that you're running the t latest version of The Complete National Geographic.




I am having trouble installing The Complete National Geographic on my Mac.

The Complete National Geographic software is compatible with Mac. Here are the system requirements:

Mac OS X
 Intel Core™ Duo 1.83GHz or faster processor
 Mac OS X 10.4.11 10.5.4+ and 10.7.1+ or Mac OS 10.6.3+
 1GB of RAM
Note: Adobe is withdrawing support for PowerPC. Therefore, PowerPC users will not be able to receive Adobe Air updates.

If installation problems occur with the DVD product, visit the link below for the alternative installation:

www.nationalgeographic.com/updates/products/cng120/ClickToInstall.html

Once you've completed the installation of the software, the DVDs can be used to run the product and access articles.



What are the System Requirements for The Complete National Geographic?

The Complete National Geographic uses a technology called Adobe AIR, which allows the same The Complete National Geographic software to run on various computer operating systems. The Complete National Geographic runs on Windows and Mac computers with the following system requirements:

An Internet connection is required for access to some of the features of The Complete National Geographic, including Geobrowse and software and content updates. The primary functions of the product are available without an Internet connection.

          Windows
          • Intel® Pentium® III 1GHz or faster processor, 1 GB of RAM
          • Windows 7, Windows Vista, Windows XP SP2 , Windows 2000 SP4, and Windows 2003 Server (all 32 bit and 64 bit editions supported)
         

          Mac OS X
          • Intel Core™ Duo 1.83GHz or faster processor
          • Mac OS X 10.4.11 10.5.4+ and 10.7.1+ or Mac OS 10.6.3+
          • 1GB of RAM
Note: Adobe is withdrawing support for PowerPC. Therefore, PowerPC users will not be able to receive Adobe Air updates.

*Please see earlier note regarding DVD installation on Mac 10.4.x machines.




When I installed the application I got an error, so I uninstalled it. When I tried to re-install the application, I get a message that says, "the application is current."

During the install process the application creates a folder called "natgeo_temp. " If you get this error you should delete this file before trying to re-install the application. You can find this folder in the following locations on the following platforms:

MAC OS X --> /Users/username/natgeo_temp/
WinXP --> C:\Documents and Settings\username\natgeo_temp\
Vista --> C:\Users\username\natgeo_temp\




Does my computer need to be connected to the Internet to use The Complete National Geographic?

Some features of The Complete National Geographic, such as Geobrowse and software updates, require an Internet connection. But you don't need an Internet connection to use many of the other features, including all standard searches, or to browse through the pages of National Geographic Magazine.




When I click "okay" on the End User License Agreement (EULA) of The Complete National Geographic, either nothing happens or the application freezes.

In most cases, the application will start loading shortly after "okay" is pressed. In some cases, if the user presses "okay" several times in a row the application can freeze. If this happens, just close the application and re-start it. The application should load without the EULA acceptance screen.




How do I get software updates for The Complete National Geographic?

Updates to The Complete National Geographic software are made available for download over the Internet, for free, to improve the user experience.

You can check for updates using the Check for Updates Now feature in The Complete National Geographicunder the Preferences tab. You can also opt to have the software automatically check for updates on a daily, weekly, or monthly schedule.




When, and how will The Complete National Geographic update the digital archive?

Content updates for The Complete National Geographic will be available after the print editions of the previous year have been published. As an example, the 2010 content update was available for purchase and download via the Internet in the spring of 2011. All 2011 issues will be available in spring of 2012.

To update your collection to include all issues through December 2010, follow the steps below:
1. Download the content upgrade in three easy steps:
         • Launch The Complete National Geographic from your computer and then click on Preferences to check for updates to make sure that your computer is running the latest version.
         • Once your computer is up to date, The Complete National Geographic will alert you to updates available to you for purchase or download every time you launch.
         • When you see an update you’d like to download, simply register with National Geographic, select your update, and complete your purchase. Your new issues will download and install themselves right away!

2. Purchase upgrade discs:
         • Visit shopng.com/CNG to purchase available content upgrade discs.




Can I view recent issues of National Geographic Magazine?

The Complete National Geographic contains all National Geographic Magazine issues published through December 2008 or 2009 depending on the version purchased. To update your collection to include all issues through December 2010, follow the steps below:

1. Download the content upgrade in three easy steps:
         • Launch The Complete National Geographic from your computer and then click on Preferences to check for updates to make sure that your computer is running the latest version.
         • Once your computer is up to date, The Complete National Geographic will alert you to updates available to you for purchase or download every time you launch.
         • When you see an update you’d like to download, simply register with National Geographic, select your update, and complete your purchase. Your new issues will download and install themselves right away!

2. Purchase upgrade discs:
         • Visit shopng.com/CNG to purchase available content upgrade discs.




When do I use The Complete National Geographic DVDs?

The first disc contains software required to install The Complete National Geographic. The software allows you to browse, search, and play the trivia game. Whenever you click on an issue cover or article abstract, a DVD is necessary to read the content. The content is split chronologically between six DVDs. A full install feature is now available for Mac users, which allows users to copy all content onto their hard drive. The full install feature will be available shortly for those users with a PC.




Can I print content?

Yes. While reading an article, you can print the current spread (the two displayed pages), or just the left or right page, or a full article. Pictures embedded in an article page cannot be extracted and printed separately.




How do I search in The Complete National Geographic?

There are several ways to search in The Complete National Geographic. One can search by keyword, date and by content type, including articles (feature articles), departments (smaller articles), map supplements, illustrations (including photographs) and ads. Users can also narrow searches by contributors (authors, photographers).




How do I browse The Complete National Geographic?

There are several methods to browse through The Complete National Geographic:

          • By Year
          • By Issue Cover
          • By Article

You can browse any year from 1888 to 2008 and be taken to the magazine cover carousel for January of the year selected. Once you're in the magazine carousel, you can browse issue covers by month and year. Within an issue, you can browse the article abstracts from the table of content. In any of these scenarios you can link from the issue cover view or the article abstract view directly to a full view of the magazine starting at the cover of the first page of an article within an issue.




Some pages display horizontally, is there a way to rotate them?

Currently, there is no way to rotate the pages. This issue has been noted and is being reviewed by the development team.




How do I access foldout maps?

While using the search function, select maps only and input (*) into the search box. The result will bring up the entire collection of maps in The Complete National Geographic. If you wish to specify your search for maps type in the correct keyword or adjust the settings for the date range.




Why does the DVD-ROM not work in my DVD player?

The Complete National Geographic is not a movie and will not play in a standard DVD player. It is a DVD-ROM product and will not work in a computer with a CD-ROM player. To insure that The Complete National Geographic will work on your machine make sure it has the DVD video symbol displayed on it.




I received an error message saying, "Located files on your disc that is currently in use."

This message occurs if you have the Sonic DLA system installed on your computer. Sonic DLA is a CD/DVD burner that was pre-bundled with many PC systems. It has since been discontinued, but can interfere with your copy of The Complete National Geographic. To solve the problem it is recommended that you uninstall Sonic DLA.




When I switch DVDs the application says "Looking for Disc," but always end up at "Please Insert Disc #..."

The Complete National Geographic cannot read any content from a DVD until the computer can recognize the DVD. To be sure your computer can recognize the DVD inserted, go to My Computer>DVD Drive Letter: The Complete National Geographic. Until the DVD drive says "The Complete National Geographic" or "CNGDisc1 (for Mac Platform)," the application will not be able to display the requested content.




What is the difference between the DVDs and the Hard Drive?

The DVD set contains the entire collection of National Geographic magazines split chronologically between six DVD-ROM discs. In order to search material the user is required to have a disc inserted in or downloaded onto their computer. The hard drive provides a compact and portable option for those wishing to use The Complete National Geographic without having to keep track of or change out discs. The hard drive plugs into the USB port of the computer. The DVD set retails for $69.99 and the Hard Drive is retailed at $199.99. Content upgrades are available for purchase at shopng.com/CNG or downloaded onto the user’s computer hard drive.




I'd like to copy the DVDs to my computer's hard drive.

Currently, there are two options for users:

         • Option 1: Mac (Tiger/Leopard) users can install a separate application to manage the copying.
         • Option 2: PC (XP/Vista) and Mac-Snow Leopard users can follow the manual DVD copying directions.

Option 1 DVD Copying Instructions—Mac (Tiger/Leopard) Users

Requirements
          • A Mac running 10.4.11 or higher
          • CNG application v1.12 or higher (check "Preferences")
          • The 6 DVD CNG set (this app will not copy from the external hard drive CNG product, just from DVDs)
          • 50 GB of free space in your home folder (usually /Users/_yourUserName_)

Installation—To copy all the content from the 6 DVDs to your Mac's hard drive:
          1. Close the CNG app if it is currently running.
          2. Go to: www.nationalgeographic.com/updates/products/cng120/CNG_DVD_Installer_RC7.zip *Users opening through Safari may have difficulty opening the link. If issue occurs, try opening through FireFox or Internet Explorer.
          3. Insert Disc 1 once the application requests it.
          4. Wait for some indication that it is copying the DVD. Either the "percentage complete" will increment, or the number of megabytes copied will increase. We have found that it can take from 30-90 seconds for OSX to start allowing the full-content installer to read from a DVD. Once the copying starts, we have measured copy throughput of between 1-6 MB/sec.
          5. Each disk takes between 30-45 minutes to copy.
          6. When prompted to swap the next disc, do so.
          7. Continue until all 6 DVDs have been copied.

Once the full-content installation is complete, you should be able the launch the app and browse to any issue without requiring any DVDs.

Notes:
         • Hard Drive Space: If you do not have at least 50GM of free hard drive space, the application will tell you and will not proceed with the installation. You will need to make sure 50GB of space is free.
         • Cancellation: If you cancel the process after you've started, when the applications starts again it will not continue if you have less than 50GB of space free. If you have already copied 3 DVDs, it will not re-start unless you have room for 6 DVDs.
         • DVD Icon: Once the full content is installed, the app's DVD icon in the top menu bar does not change. The icons remains at "No DVD" (if none is inserted) or "DVD x" if a CNG DVD is in the drive.
         • Uninstall: Uninstalling the app does not uninstall the full content.
         • Snow Leopard: This DVD copying feature does not work correctly with the Mac Snow Leopard operating system at this time. Please follow the Option 2 instructions if you have Snow Leopard.

Option 2 DVD Copying Instructions—PC (XP/Vista) and Mac (Snow Leopard) Users

Requirements
          • CNG v1.12 or later already installed
          • 6 CNG DVDs
          • 50 GB of free space on your hard drive
          • A good chunk of time. This procedure will take 2-3 hrs. Most of it will just be waiting.

Installation
          1. Shutdown the CNG app: Click the Exit button to shutdown the CNG app.
          2. Open the cacheFolder in Finder (OSX) / Explorer (Windows): Locate the cacheFolder using the table above and open that folder in either Finder (OSX) or Explorer (Windows). The cachefolder will just contain one existing subfolder called thumbs.
          3. Insert Disc 1 into the DVD drive: Wait for the OS to recognize the disc, which can take 20-30 seconds. **If you get a message which says "application is current" when trying to open the DVD drive with Disc1, right click on the drive and then click "open" instead of just double-clicking on the drive with Disc1.
          4. Drag the "disc1" folder from the DVD drive to the cacheFolder: Dragging the "disc1" folder to the cacheFolder window will start the copy process.
          5. Repeat steps 3-5 for discs 2 thru 6.
          6. You are done! You can launch The Complete National Geographic app now!

If you are still asked to "Insert Disc1" after you have completed copying all the discs, hold down the "ALT" key and click on "Okay" and you should move past this message.

Information About the Cache Folder

The application will automatically use any images it finds in a special folder called the cache folder. Whenever the application attempts to read images from a DVD, it first checks the cache folder. If the images are found in the cache folder, no DVD access is attempted. The location of the cache folder depends upon the user's OS.

The complete path to the folder begins with an OS-specific path and ends with a common path. OS path variations are listed below:

Cache Folder Locations Based on Operating System:

OSX:
/Users/username/Library/Preferences/ com.nationalgeographic.products.cng120.68B1C C4249876152EBE333BD4B7514ADB4D94062.1/ Local Store/cache

Win XP*:
C:\Documents and Settings\username\Application Data\ com.nationalgeographic.products.cng120.68B1C C4249876152EBE333BD4B7514ADB4D94062.1\ Local Store\cache

Alternative Vista/Win 7*:
C:\Users\username\AppData\Local\ com.nationalgeographic.products.cng120.68B1C C4249876152EBE333BD4B7514ADB4D94062.1\ Local Store\#SharedObjects

Vista/Win 7*
C:\Documents and Settings\username\Application Data\ com.nationalgeographic.products.cng120.68B1C C4249876152EBE333BD4B7514ADB4D94062.1\ Local Store\cache

*If you don't see the "Application" or "AppData" folders, go to "Control Panel>Folder Options>" and make sure it is set to "Show hidden files and folders."

You want to end up with all 6 "discX" folders and their contents copied from DVD to 6 "discX" subfolders inside the cacheFolder.

DVD Copying Notes
         • Disc 1 also contains the application installer, and the Adobe AIR runtime, plus a few other supporting files. None of these files need to be copied, and all of these extra files are stored on the DVD outside of "disc1". So all you need to do is copy the "disc1" folder from the first DVD.
         • It does not matter in what order the DVDs are copied, just make sure you copy all 6 DVDs.




How do I recover my password?

Please launch the update link in the upper right portion of the home screen or check for updates under the Preferences tab. When prompted to sign in and asked for your email address (beneath the spaces for the email and password) is a link that reads “Recover your password." Click on that term and follow the directions. You will need to provide answers to you the security questions you set up during the initial creation of the account.




What if I previously purchased The Complete National Geographic?

Although it contains the same magazines cover to cover, The Complete National Geographic is a different product from that which was released between 1997 and 2003. In addition to updated content, the new version of The Complete National Geographic is run on an entirely different, more sophisticated platform, Adobe AIR, which utilizes higher resolution pictures and text, and advanced search functions.




What should I do if my questions are not answered on this page?

If your issue cannot be resolved through the list of FAQ's please contact our customer service team here: http://shop.nationalgeographic.com/ngs/company/emailForm.jsp

More details can be found on our store website.




COPYRIGHT INFORMATION:

For assistance with permission to use material, please refer to the section of our website at:

www.nationalgeographic.com/siteindex/materials-permission-faq

To request permission to reprint an article, map, or photo, please contact us one of the following ways:

EMAIL: images@ngs.org
PHONE: +1 202 857 7537
FAX: +1 202 429 5776

MAIL:
National Geographic Society
Image Collection Office
1145 17th St. NW
Washington, D.C. 20036-4688

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