Downloads

APPS/NEW MEDIA

TROUBLESHOOTING (OTHER)

The program stops and/or an error occurs.

I get an error message when I try to start my Pencil-Pal title.

I have a Mac and would like to run the program from an account that does not have administrative privileges.

What are the minimum system requirements for my program?

Does my School Zone software have a warranty?

The installation program requires Classic to run. I do not have a Classic OS on my Mac.

I have installed the software but the program still asks me to insert the CD.

I get an error that says, "invalid directory name" or "Error opening file for writing" when I try to install my software.

The program installed and appears to play properly but I have no sound.

My Mac OS X system (10.4 or 10.5) will not eject the CD.

I have Windows 2000 or Windows XP and when I try to run Math 1-2 I get an error that says the "disk cannot be located."

How do I take a screenshot of my issue to send to tech support?

I have tried everything in the FAQ, but my program still does not work.

I never received an e-mail containing a download link after purchasing a Windows download.

After purchasing any of our Windows downloads, you should receive an e-mail containing a link to the file. If you do not see the e-mail in your inbox, please check your spam folder as well. In addition, you can view your purchased downloads on the School Zone website. Once logged into your account, go to your account profile page. There will be several green tabs. Click on the Purchased Downloads tab in order to see information regarding the file, as well as a link to download it.

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I purchased a program for download, but it won't work on my Mac.

The School Zone titles available for purchase and download on our website will work only in Windows. Downloadable titles for Mac OS 10.6 and up can be purchased through the Mac App Store.

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I never received a Golden Scholar Club free gift e-mail containing a link to the download.

The e-mail may take several minutes to arrive in your inbox. If, after waiting, you have not yet received the e-mail, please check your spam folder. Should you be unable to locate the e-mail, please contact tech support at support@schoolzone.com.

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When I click on the Golden Scholar Club download link in my e-mail, all I see is a blank webpage and/or nothing happens.

This issue is the result of how your web browser behaves when clicking on some links. In order to work around it, right-click on the link and click on the option that will read, "Save Target As..." or "Save Link As..." You will be prompted to select the location on your hard drive where the file will be saved. After making that selection, the file should start downloading.

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I was able to download the Golden Scholar Club file successfully, but when I try to install it I get an NSIS error.

The NSIS error can occur when data is lost or corrupted when the file is being sent to your computer, resulting in an install file which cannot function properly. Please delete the problematic file and download it again. Should you continue to encounter the error, please contact technical support at support@schoolzone.com. More information regarding the NSIS error can be found at: http://nsis.sourceforge.net/Why_do_I_get_NSIS_Error

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My Golden Scholar Club download won't work on my iPad, phone or other mobile device.

The Golden Scholar Club downloads are designed to run on Mac OS and Windows (laptop or desktop computers).

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I purchased an app through iTunes / Mac App Store and would like a refund.

All purchases made through iTunes and the Mac App Store are handled by Apple. School Zone does not have access to your billing information for such orders. Therefore, Apple is responsible for granting refunds for those purchases. Here are the steps for requesting a refund:

  1. Go to the iTunes store.
  2. Click to view your account.
  3. Click on "Purchase History."
  4. Locate the app you are having issues with and then click on "Report a Problem."
  5. Fill out the corresponding form with as much relevant information as possible.
  6. Apple should respond to your request within several days.

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I don't hear any sound when I am playing one of my School Zone apps on my iPad.

This issue results from how the iPad Settings and the small side switch on the iPad interact with one another. In order to restore sound to the app, please follow these steps:

  1. On your iPad go to Settings.
  2. Tap General.
  3. Under the heading "Use side switch to:" tap "Lock Rotation."
  4. Exit Settings.
  5. Launch the app again and you should hear the sound.
  6. Should you choose to do so, you are then free to go back and change the side switch setting back to mute, and it should not affect the sound in the app.

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The School Zone software I have on CD no longer works on my Mac since I upgraded to Mac OS 10.7.

Most of School Zone’s older CDs are not compatible with Mac OS 10.7. If this was a recent purchase (within the last 90 days) from an authorized retailer or from SchoolZone.com, please contact technical support at support@schoolzone.com for more information regarding this issue.

I have installed the software but the program still asks me to insert the CD.

If this was a recent purchase (within 90 days) from an authorized retailer you may be entitled to a replacement if a revision is available. E-mail, fax or standard mail a dated proof of purchase, a note requesting an updated version, your e-mail address, and your mailing address to:

School Zone Publishing
Attn: Tech Support
1819 Industrial Drive
Grand Haven, MI 49417
Fax: 616-846-0214
Email: support@schoolzone.com

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ONLINE SHOPPING

School Zone Website And Shopping Cart

While shopping on the School Zone website, clicking "BUY ME" does not add the item to my cart.

This has to do with browser settings. For items to be saved to your cart cookies must be enabled on your web browser. To enable them in:

Internet Explorer - Go to Tools – Internet Options – Privacy. The Privacy setting needs to be set to Medium High or lower.

Firefox - Go to the Tools menu, Options, and then the Privacy Tab. In the History section select "Use custom settings for history" from the drop down list labeled "Firefox will:". Finally, check the box for "Accept cookies from sites."

Safari - Click on the button that has a gear on it. Select the Preferences option from the menu. Go to the Security tab. Under the section labeled "Accept cookies" select "Only from sites I visit."

Chrome - Click on the wrench button, and then click on Options. Click on "Under the Hood" from the menu displayed on the left-hand side. Near the top, in the Privacy section, click on the "Custom Settings..." button. In the first section, "Cookies," click on the option "Allow local data to be set (recommended)."

Once these changes have been made and applied, items you wish to buy should save to your cart. If you’re still having problems please contact technical support at support@schoolzone.com for more information.

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Where can I find coupon codes?

School Zone sends out coupon codes and special offers via email. To sign up for these e-mails go to Schoolzone.com and scroll all the way to the bottom of the page. You will need to enter a valid e-mail address in the white box labeled "Sign up to receive special offers and promotions." Current coupons and offers are also prominently displayed on School Zone's homepage.

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I can't find a tracking number for the order I placed through the School Zone website.

The School Zone website does not currently display tracking information. Please contact technical support at support@schoolzone.com and we will be happy to assist you in getting the tracking number.

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The program stops and/or an error occurs.

This can result from the corruption of data stored in Preferences files that are used only by School Zone software. The Preferences files contain data such as player names, progress made through a program, and player-created artwork.

To delete the Preferences files in Windows 7, Vista, or XP:

  1. Close all open windows.
  2. Click the "Start" or Windows symbol button in the bottom left corner of the main computer screen.
  3. In the "search programs and files" dialog box that opens, type %APPDATA% (including the percent signs) and click the 'OK' button or hit the "Enter" key on the keyboard.
  4. A window will pop up showing file names. In this window locate a folder named "School Zone Preferences" or "School Zone Publishing."
  5. Highlight and delete the School Zone Preferences or School Zone Publishing folder.
  6. Close any open windows.
  7. Restart the program.

To delete Preferences on Mac OS 10.2-10.4:

  1. Press the Apple + F keys to bring up the finder, or go to the File menu and choose Find.
  2. Type "school" in the search box.
  3. A folder named "School Zone Preferences" or "School Zone Publishing" should appear in the search results window.
  4. Delete the School Zone Preferences or School Zone Publishing folder.
  5. Start the program.

To delete Preferences on Mac OS 10.5-10.6:

* If search criteria are not visible, click the Action drop down box (the icon looks like a gear) and click "Show Search Criteria"

  1. Press the Apple + F keys to bring up the finder, or go to the File menu and choose Find.
  2. Set the search options to include system files:
    • Change the search criteria from "Kind" to "Other" *
    • Locate "System files" in the list and check the box next to it.
    • Make sure the drop down box beside "System files" is set to "include."
  3. Type "school" in the search box.
  4. A folder named "School Zone Preferences" or "School Zone Publishing" should appear in the search results window.
  5. Delete the School Zone Preferences or School Zone Publishing folder.
  6. Start the program.

To delete Preferences on Mac OS 10.7:

  1. Close all applications and windows. Make sure that you're currently using Finder.
  2. Click on the Go menu and then hold down the CMD key on your keyboard. You should see Library appear on the Go menu.
  3. Click on Library. A Finder window should open with a list of folders displayed.
  4. In the list of folders look for the one named "School Zone Preferences" or "School Zone Preferences."
  5. Move the School Zone Preferences or School Zone Publishing folder to the trash.

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I get an error message when I try to start my Pencil-Pal title.

The program’s original installation cycle may not have finished before attempted use. Uninstall the program, delete Preferences and reinstall the program, being sure to wait for an "installation completed" message before using.

A - UNINSTALL

To uninstall the program using Windows:

* This will be the title of the CD

  1. Click on Start and go to All Programs.
  2. Go to the School Zone Folder and select Remove Application* from the Application* folder.
  3. Open My Computer, then open the C: drive.
  4. Open the Program Files folder
  5. Open the School Zone folder and delete the Application* folder if it exists

To uninstall the program using Macintosh:

  1. Open a new Finder window.
  2. Navigate to your Applications folder.
  3. Find the icon for the program needing to be uninstalled.
  4. Move that icon to the Trash.

B - DELETE PREFERENCES

It is best to also delete School Zone application Preferences. Depending on whether you use Windows or Macintosh and which version, follow these directions for deleting Preferences:

To delete the Preferences files in Windows 7, Vista, or XP:

  1. Close all open windows.
  2. Click the "Start" or Windows symbol button in the bottom left corner of the main computer screen.
  3. In the "search programs and files" dialog box that opens, type %APPDATA% (including the percent signs) and click the 'OK' button or hit the "Enter" key on the keyboard.
  4. A window will pop up showing file names. In this window locate a folder named "School Zone Preferences" or "School Zone Publishing."
  5. Highlight and delete the School Zone Preferences or School Zone Publishing folder.
  6. Close any open windows.
  7. Restart the program.

To delete Preferences on Mac OS 10.2-10.4:

  1. Press the Apple + F keys to bring up the finder, or go to the File menu and choose Find.
  2. Type "school" in the search box.
  3. A folder named "School Zone Preferences" or "School Zone Publishing" should appear in the search results window.
  4. Delete the School Zone Preferences or School Zone Publishing folder.
  5. Start the program.

To delete Preferences on Mac OS 10.5-10.6:

* If search criteria are not visible, click the Action drop down box (the icon looks like a gear) and click "Show Search Criteria"

  1. Press the Apple + F keys to bring up the finder, or go to the File menu and choose Find.
  2. Set the search options to include system files:
    • Change the search criteria from "Kind" to "Other" *
    • Locate "System files" in the list and check the box next to it.
    • Make sure the drop down box beside "System files" is set to "include."
  3. Type "school" in the search box.
  4. A folder named "School Zone Preferences" or "School Zone Publishing" should appear in the search results window.
  5. Delete the School Zone Preferences or School Zone Publishing folder.
  6. Start the program.

To delete Preferences on Mac OS 10.7:

  1. Close all applications and windows. Make sure that you're currently using Finder.
  2. Click on the Go menu and then hold down the CMD key on your keyboard. You should see Library appear on the Go menu.
  3. Click on Library. A Finder window should open with a list of folders displayed.
  4. In the list of folders look for the one named "School Zone Preferences" or "School Zone Preferences."
  5. Move the School Zone Preferences or School Zone Publishing folder to the trash.

C - REINSTALL THE PROGRAM

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I have a Mac and would like to run the program from an account that does not have administrative privileges.

School Zone products are installed to the Applications Folder on Mac OS X. By default, Mac users under a Standard or Managed account do not have full rights to the Applications folder. To allow these users to run School Zone software please follow the steps below:

Solution for Standard Users:

  1. Log in to the Standard account.
  2. Open the hard drive and navigate to the Users folder then to the Shared folder.
  3. Create a new folder in Shared by clicking File and choosing New Folder (Shift-Command-N), name the new folder "School Zone".
  4. Insert the School Zone CD. The CD should load automatically.
  5. Drag the Program icon (this icon will have the same name as the program title) in the upper left corner into the School Zone folder that was just created.
  6. When the file has finished copying, close the CD window
  7. Inside the School Zone folder, click on the program icon once to highlight it, then click File from the menu and choose Make Alias (Command-L).
  8. Drag the alias to the desktop.
  9. Double click the alias on the desktop to start the program. After accepting the license agreement the program will launch.

Solution for (Parental Controls) Managed Users:

*The application name will differ depending on the School Zone title being installed.

  1. Under the limited account click Finder and Run Full Finder.
  2. Enter an administrator username and password.
  3. Insert the Program CD. The CD should load automatically.
  4. Open the Folder My Applications from the dock.
  5. Drag the Program icon (this icon will have the same name as the program title) in the upper left corner to the My Applications folder.
  6. Click on Finder and choose Return To Simple Finder.
  7. Open My Applications and click on the Program icon.
  8. A dialog stating The application "Autoplay" is not allowed may appear. This will depend upon previous installations of School Zone Products.
  9. Choose Always Allow from the dialog and enter an administrator username and password.
  10. Click on Play from the Autoplay menu. An error dialog will occur, click OK and a dialog stating The application "8022_8" is not allowed.*
  11. Choose Always Allow from the dialog and enter an administrator username and password.
  12. After accepting the license agreement the program will launch.

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What are the minimum system requirements for my program?

Windows® 8, 7, Vista, XP SP3

Pentium® III 1GHz (or equivalent)
1GB of RAM
800x600 32-bit color video
16-bit sound card
700MB of available disk space
CD-ROM or DVD-ROM drive

Mac® OS X 10.6.6

Intel Processor
1GB of RAM
800x600 32-bit color video
16-bit sound card
700MB of available disk space
CD-ROM or DVD-ROM drive

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Does my School Zone software have a warranty?

School Zone warrants that the original CD is free from defects in material and workmanship, assuming normal use, for a period of ninety (90) days from the date of purchase. If the defect occurred during this period, you may return your faulty CD to School Zone, along with a dated proof of purchase, and School Zone will replace the CD free of charge. After ninety (90) days, School Zone will replace your CD for a fee of $5.00. You may obtain a replacement CD by sending your defective CD, and a check for $5.00 (residents of Michigan please add 6% sales tax) to:

School Zone Publishing
Attn: Tech Support
1819 Industrial Drive
Grand Haven, MI 49417

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The installation program requires Classic to run. I do not have a Classic OS on my Mac.

Previous versions of School Zone software did not have an OS X installer. On these versions, the program is designed to run directly from the CD by clicking the icon that has "OS X" at the end of its name.

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I have installed the software but the program still asks me to insert the CD.

The newer versions of our software do not require the CD after installation. We are also currently in the process of updating existing titles to no longer require the CD to be present after installation. If this was a recent purchase (within 90 days) from an authorized retailer you may be entitled to a replacement if a revision is available. E-mail, fax or standard mail a dated proof of purchase, a note requesting an updated version, your email address, and your mailing address to:

School Zone Publishing
Attn: Tech Support
1819 Industrial Drive
Grand Haven, MI 49417
Fax: 616-846-0214
Email: support@schoolzone.com

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I get an error that says, "invalid directory name" or "Error opening file for writing" when I try to install my software.

An account with restricted access could prevent the installer from creating folders necessary for storing program information and preferences. School Zone products are installed to the Applications Folder on Mac OS X. By default, Mac users under Standard or Managed account status do not have full rights to the Applications folder. To give all user accounts access:

  1. Log in to your computer as an administrator.
  2. Install the program.

Once the program has been installed by an administrator, it can be played by all user accounts.

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The program installed and appears to play properly but I have no sound.

Please verify that your headphones or speakers are plugged into your computer. Also check that the sound is not muted or too low. If you continue to experience sound-related issues, please contact technical support at support@schoolzone.com

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My Mac OS X system (10.4 or 10.5) will not eject the CD.

Occasionally Mac OS will continue running one or more processes, which may cause CD usage to continue. In order to interrupt those processes, it is necessary to force quit Finder. To do so, please follow these steps:

  1. Press Option+Apple+Esc to bring up the Force Quit dialog box.
  2. Click on Finder to highlight it.
  3. Click Relaunch.
  4. Click Relaunch again from the menu that comes up.

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I have Windows 2000 or Windows XP and when I try to run Math 1-2 I get an error that says the "disk cannot be located."

The version of Math 1-2 you currently own was released before Windows XP. If this is a recent purchase (within 90 days) from an authorized retailer, you may be entitled to a replacement. E-mail, fax or standard mail a dated proof of purchase, a note requesting an updated version, along with your email address and complete street address to:

School Zone Publishing
Attn: Tech Support
1819 Industrial Drive
Grand Haven, MI 49417
Fax: 616-846-0214
Email: support@schoolzone.com

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How do I take a screenshot of my issue to send to tech support?

Windows:

  1. Press the Print Screen button on your keyboard and exit the program.
  2. From the Start menu go to Programs Accessories and open the Paint program (or any other graphics program that you are comfortable with).
  3. From the Edit menu select Paste. The image should now be on screen.
  4. Make sure the image displays the error you are experiencing.
  5. From the File menu select Save and choose a name for the file and save it.
  6. Be sure to note the directory where the file is being saved.

Macintosh:

  1. Command-Shift-4 and then drag your mouse over the needed info to select it.
  2. You should hear a camera shutter sound.
  3. Open your hard drive. There should be a file in there called Picture 1 (unless previous snapshots were taken).
  4. Make sure the image displays the error you are experiencing

iPad/iPhone:

  1. Press the Home button, and while pressing that button, press and release the On/Off/Sleep/Wake button at the top of the iPad. When you press this button combination, you will see a white flash and hear a sound similar to a camera click.
  2. The screenshots that you take can then be seen within the Photo app.

Attach the picture file to an e-mail, which includes the name of the program and as complete a description of the question/problem as possible, and send to: support@schoolzone.com

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I have tried everything in the FAQ, but my program still does not work.

Please e-mail us at support@schoolzone.com and include as complete a description of the question/problem as possible.

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