LensWork Tech Support

If you are having difficulty with LensWork PDFs, this troubleshooting document may provide an easy answer. If you do not find a resolution to your problem, you may: Refer to the Adobe Reader Help Guide that came with your Acrobat Reader or Acrobat Program. Email us as techsupport@lenswork.com. Call our office during business hours, Monday-Friday, 8:30am to 4:30pm PST. 1-800-659-2130
Index to topics on this page Your computer disc player won't read our disc, the disc appears blank, or it does nothing The New Adobe Reader Version 8 Your computer tries to play the audio contents of the disc with your music player Windows XP Computers Preferred System Requirements Error message upon loading Click to wrong destination LensWork Catalog disc or Extended disc won't read at all Error "File Not Found" How do I close a window How do I get out of a full screen? "Managing Trust for Multimedia Content" Dialogue Box Appears Navigating in Adobe Reader Pages Won't Open on a Mac Pages only Open with the application Preview on a Mac Pages automatically advance like a slideshow Video or audio won't play Video or audio won't play on a Mac Video plays, but not right away Video plays, but the screen is white Video plays, but there is no sound Web Pages Open in Adobe Reader
Your computer disc player won't read our disc, the disc appears blank, or does nothing Starting with LensWork Extended #71 in July of 2007, we began to produce all of our LensWork Extendeds as well as Holiday Catalogs on DVD-ROM. Therefore, a DVD-ROM drive on your computer is required for viewing LensWork Extended and our Holiday Catalogs. Back to top of page The new Adobe Reader Version 8 With the new release of Adobe Reader 8, there are a few issues that have arisen in regards to navigating our LensWork Extended documents. These issues are only seen in Adobe Reader Version 8. • The close button on the lower right corner of the navigation bar no longer works in FULL SCREEN MODE for reasons we cannot yet determine and that Adobe Reader does not explain. To close a document use the keys: Ctrl-W (Windows) or Command-W (Mac). • There is a "Full Screen Mode" warning message every time you open a PDF document that defaults to Full Screen -- like all of the LensWork EXTENDED documents do. This warning dialog box looks like this: You can click "YES" and our documents will open in FULL SCREEN MODE, although you will be asked to go through this procedure with each new document. To eliminate this warning message entirely for all documents, we recommend a change in the Full Screen Preferences. On the top menu bar click Edit, then click Preferences and then go to the Full Screen window. Uncheck "Current document only" AND "Alert when document requests full screen." Making these changes will allow Adobe Reader 8 to behave like Adobe Reader 7 in full screen mode. Also, be sure to make sure everything is unchecked (especially the "Advance Every X Seconds" slide show option) as seen below in this sample: Back to top of page Your computer tries to play the audio contents of the disc with your music player Sometimes the Auto Play becomes set on your computer so that any disc with MP3 files automatically open in your music player. Here is how to change your computer's Auto Play defaults so your computer will stop trying to play the audio on the LensWork Extended disc in your music player. If you're on a PC, go to "My Computer" in your Start menu. Under the section "Devices with Removable Storage", right click on your DVD-ROM drive. Go to "Properties" in the fly out menu. A window with tabs should open. Select the "Auto Play" tab. Click the radio button* for the selection "Prompt me each time to choose an action." Click "Apply" and "Okay." This will stop your computer from automatically trying to open your LensWork Extended with other programs. Now, when you put the LensWork Extended disc in your DVD-ROM drive, you'll need to select the option "browse the contents of the disc using the file browser." From your File Browser, select "Welcome-Start Here.pdf" and you will be able to view the contents of LensWork Extended using Adobe Reader 7. Note: Selecting this radio button will also stop your music CDs from automatically opening in your music player. Back to top of page Windows XP Computers Preferred The LensWork PDFs are built to take advantage of the full capabilities of Windows XP operating systems. Both Windows XP Home or Professional are ideal. We strongly recommend Windows XP for these PDFs. Other Windows operating systems (Windows 98, Windows ME, Windows 2000) may or may not be compatible with all components of these PDFs. Mac computers are also compatible. You will need to have the Acrobat Reader Version 7 or later. Back to top of page System requirements This disc requires the Adobe Reader version 7 or greater to open the files. If you have the full Acrobat Professional program, that too can be used however the updates from Adobe can be slightly different from time to time, thus unabling some functions. It is best to use the Adobe Reader program. Important!* These PDFs will only work with Adobe Reader Version 7 or greater. We have designed these PDFs to take advantage of the powerful audio and video capabilities of Adobe Reader Version 7. If your version of Adobe Reader is version 6 or less, you will need to upgrade to open the PDF files. Attempting to open these files with earlier versions of Adobe Reader will result in failure to open or play properly. Your Adobe Reader may be upgraded for FREE from www.adobe.com If you are using Adobe Reader Version 8 (released in Dec 2006) see this note. Back to top of page
Error message upon loading If you try to open an Adobe file off this website and see an error message, the chances are you will need to upgrade to Acrobat Reader Version 7 or greater. In some cases, your internet browswer will also need to be updated to the current version in order to run your updated Adobe Reader. These PDFs only work with Adobe Reader Version 7 or greater. We have designed these PDFs to take advantage of the powerful audio and video capabilities of Adobe Reader Version 7. If your version of Adobe Reader is version 6 or less, you will need to upgrade to open the PDF files. Attempting to open these files with earlier versions of Adobe Reader will result in failure to open or play properly. Your Adobe Reader may be upgraded for FREE from www.adobe.com Back to top of page Click to wrong destination If you double click in Adobe Reader, navigation may be confusing. There is a User Preference you can set in Adobe Reader 7 will help things be less confusing. Normally, in Adobe Reader a SINGLE CLICK of the left mouse button will activate a link and take you where you want to go. Sometimes though, by habit you might be doing a DOUBLE CLICK to activate a link like is often the case in Internet Explorer. If you unconsciously do a DOUBLE CLICK in Adobe Reader, it will actually do two single click commands and you may end up in the wrong place! As you can see from this dialog box in the EDIT \| PREFERENCES area, it is possible to setup Adobe Reader to do a "Left click to go forward one page and right click to go back one page." This is totally up to you as a user preference, but we find it less confusing to disable this function as seen below. With this function disabled, an accidental double click on a link doesn't not jump you to the wrong page. Mac users will find this menu under ADOBE READER \| EDIT. Back to top of page Disc won't read at all LensWork discs are DVD-ROM discs. Be sure your disc drive can accept DVD-ROMs. If the disc does not read at all, we will send you a replacement disc. Email us at techsupport@lenswork.com Back to top of page Error "File not found" If you try to open a link and receive a "FILE NOT FOUND ERROR", email us at techsupport@lenswork.com. Back to top of page How do I close a window? If the page you are viewing has a CLOSE or QUIT button, and you are in Adobe Reader just click on it to close the file. If you are viewing a PDF in a browser, the close buttons DO NOT work. Click the back button to go back to the LensWork website. If the page you are viewing does not have a CLOSE or QUIT button, press Control-W (press and hold the Control key on your keyboard while simultaneously pressing the W key on the keyboard) and the file will close. For Mac computers, press Command-W. If the close button doesn't work, and you are using Adobe Reader 8, press Control-W (press and hold the Control key on your keyboard while simultaneously pressing the W key on the keyboard) and the file will close. For Mac computers, press Command-W. Back to top of page How do I get out of a full screen? Many of our programs open in FULL SCREEN mode. To escape FULL SCREEN MODE, press the ESCAPE key. Back to top of page "Managing Trust for Multimedia Content" Dialogue Box Appears If the following dialogue box appears when you click on a video or audio icon, to be able to play the audio or video clips throughout the PDFs without the dialogue box appearing again, select "Play the multimedia content and add this document to my list of trusted documents." This will tell Adobe Reader that our multimedia files are always okay to open. Navigating in Adobe Reader If you are new to Adobe Reader, we've prepared a short tutorial that will guide you through the navigation controls of an Adobe Reader file. This navigation tutorial is found at http://enhanced.lenswork.com/acrobattips.pdf. Back to top of page Pages Won't Open on a Mac or only open with the application Preview If the pages aren't opening or displaying as blank white pages, you are probably viewing the files with Preview on your Mac instead of with Adobe Reader OR you are using Adobe Reader 6 or less to open the files. Be sure you have Adobe Reader 7 or greater downloaded on your computer. You must make Adobe Reader 7 or greater your default PDF reader: 1. Select the PDF file you have downloaded. 2. Select "Get Info" from the File menu (or hit Cmd-I) 3. Set "Open With" to Adobe Reader 7 or greater. 4. Click the "Change All" button to make this the default for all PDFs Back to top of page Pages Automatically Advance Like a Slideshow If your pages are displaying for a few seconds, and then going on to the next page, displaying and continuing on then your Adobe Reader is set in advance mode. To disable advance mode, go to Edit/Preferences/Full Screen and uncheck the box next to Advance Every _ Seconds. Click okay and you can now navigate the PDF using our navigation buttons. Video or audio won't play If you purchase your computer and it came with Adobe Reader Version 7 already loaded, it may not have the MultiMedia Components module required to play our audio and video files. If so, you will see a red "question mark" icon in the upper left corner of an audio or video link. If you try to double click the link you will receive the following message in a dialog box. Adobe Reader has found component multimedia package and its size is 4.53 megabytes. Proceed with the download of this component? This download will update your Reader so it can play audio and video components. This is a FREE UPDATE. Click OK to proceed with the download and installation. Back to top of page Video or audio won't play on a Mac Audio and video files have failed to play for a few Mac users. One conflict appears to be an Acrobat 7 and Quicktime 7 compatibility issue. If you have audio problems, you will probably want to update your Adobe Reader to the latest version. If you've updated Adobe Reader and QuickTime, but our audio files (including video soundtracks) won't play on your Mac, it's possible that another application has re-set your audio input settings. To check this: OPEN Utilities>Audio Midi Setup and click the Audio Devices tab* Go to Audio Input and check to see that the format is 44100.0 Hz and 2ch-16bit If your settings are different (some applications require 48KHz/24bit sound) use the drop down menu to change them back to 44.1KHZ and 2ch-16bit. *on earlier versions of OSX, go to Apple Menu>System Preferences>Sound Video plays, but not right away Depending on the speed of your computer and disc drive, you may need to wait a few seconds after clicking on the Play Video icon for the video to start. This is normal. The faster your computer and, in particular, the more memory the computer has the faster the video will begin playing. Back to top of page Video plays, but the screen is white We have seen that certain ATI and Radeon video cards will start an Adobe Reader video with a white screen that never changes. This is corrected by simply dragging the window a small amount (even just a few pixels) in any direction. The video will then play normally. Starting the video a second time, will also start it normally. Back to top of page Video plays, but there is no sound Click on START \| ALL PROGRAMS \| ACCESSORIES \| ENTERTAINMENT \| VOLUME CONTROL and check that the volume is up for playing WAVE/MP3 files and that it is NOT muted. Check to see that the volume of your speakers is turned up and that your speakers are plugged in and working properly. Back to top of page Web Pages Open in Adobe Reader If your preferences aren't set up correctly, every time you click on a hyperlink that goes to a website, a pop up window will ask you if you want to open the web page in Adobe Reader or in a browser such as Internet Explorer. We prefer opening web pages in the browser as to not disrupt the user flow in Adobe Reader. In order to make this pop up window go away, you'll need to go to EDIT \| PREFERENCES from the toolbar window. From fullscreen mode to get to the toolbar, press ESCAPE. Then, select Web Capture and change Open Web Links to In Web Browser. Back to top of page
enhanced.lenswork.com Online store Tech Support Address Change FAQs Feedback Contact Us

If you are having difficulty with LensWork PDFs, this troubleshooting document may provide an easy answer. If you do not find a resolution to your problem, you may:

Refer to the Adobe Reader Help Guide that came with your Acrobat Reader or Acrobat Program.
Email us as techsupport@lenswork.com.
Call our office during business hours, Monday-Friday, 8:30am to 4:30pm PST. 1-800-659-2130

Index to topics on this page

Your computer disc player won't read our disc, the disc appears blank, or it does nothing
The New Adobe Reader Version 8
Your computer tries to play the audio contents of the disc with your music player
Windows XP Computers Preferred
System Requirements
Error message upon loading
Click to wrong destination
LensWork Catalog disc or Extended disc won't read at all
Error "File Not Found"
How do I close a window
How do I get out of a full screen?
"Managing Trust for Multimedia Content" Dialogue Box Appears
Navigating in Adobe Reader
Pages Won't Open on a Mac
Pages only Open with the application Preview on a Mac
Pages automatically advance like a slideshow
Video or audio won't play
Video or audio won't play on a Mac
Video plays, but not right away
Video plays, but the screen is white
Video plays, but there is no sound
Web Pages Open in Adobe Reader

Your computer disc player won't read our disc, the disc appears blank, or does nothing

Starting with LensWork Extended #71 in July of 2007, we began to produce all of our LensWork Extendeds as well as Holiday Catalogs on DVD-ROM.
Therefore, a DVD-ROM drive on your computer is required for viewing LensWork Extended and our Holiday Catalogs.

The new Adobe Reader Version 8

With the new release of Adobe Reader 8, there are a few issues that have arisen in regards to navigating our LensWork Extended documents. These issues are only seen in Adobe Reader Version 8.

• The close button on the lower right corner of the navigation bar no longer works in FULL SCREEN MODE for reasons we cannot yet determine and that Adobe Reader does not explain. To close a document use the keys: Ctrl-W (Windows) or Command-W (Mac).

• There is a "Full Screen Mode" warning message every time you open a PDF document that defaults to Full Screen -- like all of the LensWork EXTENDED documents do. This warning dialog box looks like this:

You can click "YES" and our documents will open in FULL SCREEN MODE, although you will be asked to go through this procedure with each new document.

To eliminate this warning message entirely for all documents, we recommend a change in the Full Screen Preferences. On the top menu bar click Edit, then click Preferences and then go to the Full Screen window. Uncheck "Current document only" AND "Alert when document requests full screen." Making these changes will allow Adobe Reader 8 to behave like Adobe Reader 7 in full screen mode.

Also, be sure to make sure everything is unchecked (especially the "Advance Every X Seconds" slide show option) as seen below in this sample:

Your computer tries to play the audio contents of the disc with your music player

Sometimes the Auto Play becomes set on your computer so that any disc with MP3 files automatically open in your music player. Here is how to change your computer's Auto Play defaults so your computer will stop trying to play the audio on the LensWork Extended disc in your music player. If you're on a PC, go to "My Computer" in your Start menu. Under the section "Devices with Removable Storage", right click on your DVD-ROM drive. Go to "Properties" in the fly out menu. A window with tabs should open. Select the "Auto Play" tab. Click the radio button* for the selection "Prompt me each time to choose an action." Click "Apply" and "Okay." This will stop your computer from automatically trying to open your LensWork Extended with other programs. Now, when you put the LensWork Extended disc in your DVD-ROM drive, you'll need to select the option "browse the contents of the disc using the file browser." From your File Browser, select "Welcome-Start Here.pdf" and you will be able to view the contents of LensWork Extended using Adobe Reader 7.

*Note: Selecting this radio button will also stop your music CDs from automatically opening in your music player.

Windows XP Computers Preferred

The LensWork PDFs are built to take advantage of the full capabilities of Windows XP operating systems. Both Windows XP Home or Professional are ideal.

We strongly recommend Windows XP for these PDFs. Other Windows operating systems (Windows 98, Windows ME, Windows 2000) may or may not be compatible with all components of these PDFs.

Mac computers are also compatible. You will need to have the Acrobat Reader Version 7 or later.

System requirements

This disc requires the Adobe Reader version 7 or greater to open the files. If you have the full Acrobat Professional program, that too can be used however the updates from Adobe can be slightly different from time to time, thus unabling some functions. It is best to use the Adobe Reader program.

Important!

These PDFs will only work with Adobe Reader Version 7 or greater. We have designed these PDFs to take advantage of the powerful audio and video capabilities of Adobe Reader Version 7. If your version of Adobe Reader is version 6 or less, you will need to upgrade to open the PDF files. Attempting to open these files with earlier versions of Adobe Reader will result in failure to open or play properly.

Your Adobe Reader may be upgraded for FREE from www.adobe.com

If you are using Adobe Reader Version 8 (released in Dec 2006) see this note.

Error message upon loading

If you try to open an Adobe file off this website and see an error message, the chances are you will need to upgrade to Acrobat Reader Version 7 or greater. In some cases, your internet browswer will also need to be updated to the current version in order to run your updated Adobe Reader.

These PDFs only work with Adobe Reader Version 7 or greater. We have designed these PDFs to take advantage of the powerful audio and video capabilities of Adobe Reader Version 7. If your version of Adobe Reader is version 6 or less, you will need to upgrade to open the PDF files. Attempting to open these files with earlier versions of Adobe Reader will result in failure to open or play properly.

Your Adobe Reader may be upgraded for FREE from www.adobe.com

Click to wrong destination

If you double click in Adobe Reader, navigation may be confusing. There is a User Preference you can set in Adobe Reader 7 will help things be less confusing. Normally, in Adobe Reader a SINGLE CLICK of the left mouse button will activate a link and take you where you want to go. Sometimes though, by habit you might be doing a DOUBLE CLICK to activate a link like is often the case in Internet Explorer. If you unconsciously do a DOUBLE CLICK in Adobe Reader, it will actually do two single click commands and you may end up in the wrong place!

As you can see from this dialog box in the EDIT | PREFERENCES area, it is possible to setup Adobe Reader to do a "Left click to go forward one page and right click to go back one page." This is totally up to you as a user preference, but we find it less confusing to disable this function as seen below. With this function disabled, an accidental double click on a link doesn't not jump you to the wrong page.

Mac users will find this menu under ADOBE READER | EDIT.

Disc won't read at all

LensWork discs are DVD-ROM discs. Be sure your disc drive can accept DVD-ROMs.

If the disc does not read at all, we will send you a replacement disc. Email us at techsupport@lenswork.com

Error "File not found"

If you try to open a link and receive a "FILE NOT FOUND ERROR", email us at techsupport@lenswork.com.

How do I close a window?

If the page you are viewing has a CLOSE or QUIT button, and you are in Adobe Reader just click on it to close the file. If you are viewing a PDF in a browser, the close buttons DO NOT work. Click the back button to go back to the LensWork website.

If the page you are viewing does not have a CLOSE or QUIT button, press Control-W (press and hold the Control key on your keyboard while simultaneously pressing the W key on the keyboard) and the file will close. For Mac computers, press Command-W.

If the close button doesn't work, and you are using Adobe Reader 8, press Control-W (press and hold the Control key on your keyboard while simultaneously pressing the W key on the keyboard) and the file will close. For Mac computers, press Command-W.

How do I get out of a full screen?

Many of our programs open in FULL SCREEN mode. To escape FULL SCREEN MODE, press the ESCAPE key.

"Managing Trust for Multimedia Content" Dialogue Box Appears

If the following dialogue box appears when you click on a video or audio icon, to be able to play the audio or video clips throughout the PDFs without the dialogue box appearing again, select "Play the multimedia content and add this document to my list of trusted documents." This will tell Adobe Reader that our multimedia files are always okay to open.

Navigating in Adobe Reader

If you are new to Adobe Reader, we've prepared a short tutorial that will guide you through the navigation controls of an Adobe Reader file. This navigation tutorial is found at http://enhanced.lenswork.com/acrobattips.pdf.

Pages Won't Open on a Mac or only open with the application Preview

If the pages aren't opening or displaying as blank white pages, you are probably viewing the files with Preview on your Mac instead of with Adobe Reader OR you are using Adobe Reader 6 or less to open the files. Be sure you have Adobe Reader 7 or greater downloaded on your computer.
You must make Adobe Reader 7 or greater your default PDF reader:
1. Select the PDF file you have downloaded.
2. Select "Get Info" from the File menu (or hit Cmd-I)
3. Set "Open With" to Adobe Reader 7 or greater.
4. Click the "Change All" button to make this the default for all PDFs

Pages Automatically Advance Like a Slideshow

If your pages are displaying for a few seconds, and then going on to the next page, displaying and continuing on then your Adobe Reader is set in advance mode. To disable advance mode, go to Edit/Preferences/Full Screen and uncheck the box next to Advance Every _ Seconds. Click okay and you can now navigate the PDF using our navigation buttons.

Video or audio won't play

If you purchase your computer and it came with Adobe Reader Version 7 already loaded, it may not have the MultiMedia Components module required to play our audio and video files. If so, you will see a red "question mark" icon in the upper left corner of an audio or video link. If you try to double click the link you will receive the following message in a dialog box.

Adobe Reader has found component multimedia package and its size is 4.53 megabytes. Proceed with the download of this component?

This download will update your Reader so it can play audio and video components. This is a FREE UPDATE. Click OK to proceed with the download and installation.

Video or audio won't play on a Mac

Audio and video files have failed to play for a few Mac users. One conflict appears to be an Acrobat 7 and Quicktime 7 compatibility issue. If you have audio problems, you will probably want to update your Adobe Reader to the latest version.

If you've updated Adobe Reader and QuickTime, but our audio files (including video soundtracks) won't play on your Mac, it's possible that another application has re-set your audio input settings. To check this:

OPEN Utilities>Audio Midi Setup and click the Audio Devices tab*
Go to Audio Input and check to see that the format is 44100.0 Hz and 2ch-16bit
If your settings are different (some applications require 48KHz/24bit sound) use the drop down menu to change them back to 44.1KHZ and 2ch-16bit.

*on earlier versions of OSX, go to Apple Menu>System Preferences>Sound

Video plays, but not right away

Depending on the speed of your computer and disc drive, you may need to wait a few seconds after clicking on the Play Video icon for the video to start. This is normal. The faster your computer and, in particular, the more memory the computer has the faster the video will begin playing.

Video plays, but the screen is white

We have seen that certain ATI and Radeon video cards will start an Adobe Reader video with a white screen that never changes. This is corrected by simply dragging the window a small amount (even just a few pixels) in any direction. The video will then play normally. Starting the video a second time, will also start it normally.

Video plays, but there is no sound

Click on START | ALL PROGRAMS | ACCESSORIES | ENTERTAINMENT | VOLUME CONTROL and check that the volume is up for playing WAVE/MP3 files and that it is NOT muted. Check to see that the volume of your speakers is turned up and that your speakers are plugged in and working properly.

Web Pages Open in Adobe Reader

If your preferences aren't set up correctly, every time you click on a hyperlink that goes to a website, a pop up window will ask you if you want to open the web page in Adobe Reader or in a browser such as Internet Explorer. We prefer opening web pages in the browser as to not disrupt the user flow in Adobe Reader. In order to make this pop up window go away, you'll need to go to EDIT | PREFERENCES from the toolbar window. From fullscreen mode to get to the toolbar, press ESCAPE. Then, select Web Capture and change Open Web Links to In Web Browser.

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