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Technical Support

We’re always eager to help you. Contact us during regular business hours or fill out our contact form and we will respond to you as quickly as possible.

Please contact your technical support staff if you are unsure of how to perform any of the following suggestions. Updating your operating system, applications or security settings may require Administrative privledges on your computer and some of the following steps could cause your computer, documents, or other applications to behave differently or incorrectly.

Presentation Troubleshooting

We currently author presentations in Microsoft PowerPoint® 2010 in compatibility mode to enable playback with PowerPoint 2007 and 2003. Older versions are not supported and compatibility is not guaranteed. Please note that the slides are animated and do not behave properly in the free PowerPoint Viewer application.

If you are having difficulty getting our PowerPoint® presentations or videos to work on your system, here are some steps to take prior to contacting support:

  • Copy all files from the disc to your hard drive for best playback performance.
  • Videos from the disc must be located in the same folder as the PowerPoint® presentations to enable playback.
  • Choose a location on your computer close to the root of a directory (i.e. C:\SafeStart) as links in PowerPoint have a file path limit of 256 characters and videos will not play if this path limit is exceeded.
  • If the videos aren’t working, determine if it is a PowerPoint issue or a video playback issue by playing one of the videos outside of the PowerPoint presentation. If they play, then your issue is likely PowerPoint related.  If they do not play, the issue is likely related to your system or media player.
  • Ensure your media player and your operating system are up-to-date. If your current video player is not working properly, we recommend downloading the free VLC media player application.
  • If opening a downloaded SafeStart PowerPoint presentation results in the error message "Sorry, PowerPoint can’t read <location of file>", try disabling Protected View in your Microsoft PowerPoint installation.
  • If you are using a Mac, you will need to install the Flip4Mac WMV components for Quicktime.

We are unable to support video playback or system issues beyond the troubleshooting listed above. Please contact your technical support staff for further assistance.

If you are in need of immediate technical assistance before a training session and can’t get help internally, we will do our best to get you up and running.

Sue Thomas at 1-800-792-6933 ext 328.
Monday to Friday 9:00 am to 4:30 pm EST.