Eye2eye Britain Customer Support

If you need technical support for installing or using Eye2eye Britain, please first make sure you have read the Network Setup sheet if you have a School Network Pack. Next please check advice on this page to see if any is relevant. Frequently asked questions covered on this page are:

Install questions:

1. Where is the install serial number in my product?
2. How do I install to all client PCs at once on a large school network?
3. Eye2eye Britain Panoramic comes on a DVD-ROM, but my school server only has a CD drive. How do I install?
4. My school server doesn't run Windows (eg runs Linux). How do I install?
5. How do I install to an RM CC3 or CC4 network?
6. I've installed to my server and a client PC. When I run Eye2eye Britain on the client as Administrator it works fine, but when I run on the client as a non-privileged user, I get error messages. How do I fix this?

Copied moving panorama questions:

7. How do I copy moving panoramas to my PowerPoint slideshows and make use of them?
8. What does a PC need to view PowerPoint slideshows containing moving panoramas?
9. To what else can I copy moving panoramas other than PowerPoint?
10. Moving panoramas in my PowerPoint sometimes freeze. How can I fix this?
11. Moving panoramas won't paste into PowerPoint 2013 (although this worked fine with PowerPoint 2007/2010). How can I fix this?
12. Moving panoramas in PowerPoint slideshows first appear as black rectangles in PowerPoint 2013. What can I do about this?
13. My panoramas look fine in PowerPoint on my authoring PC, but don't show on another machine. What is wrong?

If answers to these questions don't help, you can email a query to us at any time on

   (no link set here to minimise unsolicited email)

or ring us on 01223 293886 between 9.30 am and 5.30pm Mon-Fri, English school terms.
 

 
Frequently Asked Questions (FAQs):

1. Where is the install serial number in my product?

If you have a school pack, your serial number is at the top of your licence sheet. If you have a home DVD copy, your serial number is on a sticker on the inside of your pack's plastic case. Please keep a record of this serial number safe for future installing - our most common support call comes from people who have lost their serial number.

A school pack contains several documents, all important:

• Your school licence sheet. You may wish to file this with other licence sheets for school inspectors to check.
• Network Setup sheet with Internet service info on back (Network Pack only) - important advice for installing.
• Teaching and Curriculum Notes - suggestions from the authors for using the resource in class - please make sure these are passed onto teachers when the resource is ready to use.

2. How do I install to all client PCs at once on a large school network?

This is covered briefly by advice on the Network Setup sheet included in the School Network Pack.

The Network Setup sheet includes step-by-step instructions for setting up a client-server installation of Eye2eye Britain on your school's local area network - first installing to the server, then from the server to each client. A display program is installed to each client PC (about 21MB), reading image data (about 3070MB) as needed from the server. The basic install process is ideal for a small school network (up to about 50 client PCs) as often found at a primary school - easy to install and compatible with almost any network. It has a disadvantage for larger schools, though - each client PC is installed to individually from the server. Although this is very easy and quick, large schools with many PCs don't want to repeat this task, possibly hundreds of times.

To avoid any repeated per-client task, use a utility such as WinInstall (Windows 2003), RM CC3 package builder or Norton Ghost (whichever one you normally use on your network):

1. Install to the server and share its Eye2eye program directory following standard Network Setup sheet steps.
2. Pick an example 'specimen' client PC, and use your utility to take a 'before' snap-shot.
3. Install to the specimen client following standard Network Setup sheet steps.
4. Use your utility to take an 'after' snap-shot and make an install package of the difference (an MSI package in the cases of WinInstall and RM's CC3).
5. Broadcast the install package to all your client PCs at once

We recommend this process rather than providing an MSI file ourselves to ensure compatibility with your network, which may have any of several software systems, servers and other components.

3. Eye2eye Britain Panoramic comes on a DVD-ROM, but my school server only has a CD drive. How do I install?

Install to your server from a networked PC with a DVD drive.

From Panoramic Edition 4 (launched Jan 2009) Eye2eye Britain school packs install from DVD-ROM discs, rather than a set of CDs. This gives extra space which allows us to include all photos at double resolution (4 times the pixel count) giving much improved detail, especially on high resolution monitors or when printing.

When installing to the server, install on a networked Windows PC with a DVD drive (eg the Network Manager's workstation), using a directory shared from the server as if it was a local disc directory on the PC:

1. Log onto a PC networked to the server (eg the Network Manager's workstation) as an Administrator user.
2. On your server create a directory to install Eye2eye Britain to and share it read+write.
3. Perform the Network Setup sheet's server install on your networked PC, choosing the server's shared directory as the destination directory - instead of the default c:\Program Files\Eye2eye\Eye2eye Britain Panoramic n. Note: you must use the standard location for the photos - the 'photos' subdirectory of the destination program directory - leave this standard setting alone when installing.
4. Change the server's sharing to read only.
5. Install to client PCs following standard Network Setup sheet steps or the procedure in question 2 above.

Your network installation will then operate as a standard one. The reason that at step 3 above you need to use the standard photo subdirectory is so that you can later update your installation running UpdateMyServerSetup.exe on your server. The above installation doesn't leave information in the server's registry, so the photos have to be in the standard place for UpdateMyServerSetup.exe to find and update them.

4. My school server doesn't run Windows (eg runs Linux). How do I install?

When installing to the server, install on a Windows PC networked to the server, using a directory shared from the server as if it was a local disc directory on the PC:

1. Log onto a PC networked to the server (eg the Network Manager's workstation) as an Administrator user.
2. On your server create a directory to install Eye2eye Britain to and share it read+write.
3. Perform the Network Setup sheet's server install on your networked PC, choosing the server's shared directory as the destination directory - instead of the default c:\Program Files\Eye2eye\Eye2eye Britain Panoramic n.
4. Change the server's sharing to read only.
5. Install to client PCs following standard Network Setup sheet steps or the procedure in question 2 above.

Your network installation will then operate as a standard one, except that when you want to update your installation using UpdateMyServerSetup.exe you need first to set the server share to read+write, then run UpdateMyServerSetup.exe on the networked PC chosen in step 1 above. This may be difficult to automate, eg run automatically once a month at night, as you might arrange on a Windows server.

5. How do I install to an RM CC3 or CC4 network?

Follow the steps below, some CC3 or CC4 settings being needed in addition to normal install steps. Please read "CC3" below to mean "CC3 or CC4".

From version 3.3 onwards (launched Jan 08) Eye2eye Britain Network Packs install to a school network so later you can update your installation easily with the UpdateMyServerSetup.exe utility. This utility updates the server with files from Eye2eye's web-site. Client installations update automatically from your server when first run by anybody after a server update - to keep things easy. A collection of files (about 21MB) are stored by Eye2eye Britain on each client machine in a 'cache' directory. These are read from the server when the client program is first run, then updated to keep up to date when the server is updated. Since any user may be running Eye2eye Britain on the client after a server update, the cache directory has to be writable by any user. (Eye2eye Britain incorporates checks to avoid unauthorised tampering). CC3 clients need adjustments to permit this cache directory (on the C: drive) to be writable by any user, and a temporary binary within it to be executable.

On a Windows XP CC3 client, the cache directory is normally:
c:\Documents and Settings\All Users\Application Data\Eye2eye Software Ltd\Eye2eye Britain Panoramic n

On a Windows 7 or Vista CC3 client, the cache directory is normally:
c:\Users\Public\Application DataStores\Eye2eye Software Ltd\Eye2eye Britain Panoramic n

The temporary binary file within this cache directory that needs to be executable is in a subdirectory 'Temp':
Temp\Eye2eye_Britain_TempBin.exe

The steps for installing on a CC3 network are as follows:

1. Install to the server and share its Eye2eye program directory following standard Network Setup sheet steps.
2. If you have version 3.3 (look on disc side): In your server's Eye2eye program directory double-click UpdateMyServerSetup.exe and click 'Start'. This updates one file in your server installation needed for CC3.
3. Pick an example 'specimen' client PC, and run RM AppWizard on it to take a 'before' snap-shot.
4. Install to the specimen client following standard Network Setup sheet steps.
5. Use RM AppWizard to take an 'after' snap-shot and make an install package of the difference (an MSI package on CC3).
6. Create a CC3 'WriteAccess.ini" file to go with your MSI that allows all users to write to the client cache directory. Consult your CC3 documentation to see how to do this. Your "WriteAccess.ini" file for an XP client may look like:
   
   [c:\Documents and Settings\All Users\Application Data\Eye2eye Software Ltd\Eye2eye Britain Panoramic n]
   Everyone=0x1301BF
   
   [HKLM\SOFTWARE\Eye2eye Software Ltd\Eye2eye Britain Panoramic n\n]
   Everyone=0x3003F
   
   
7. On your RM Management Console, under Software Restrictions Settings, create a 'file rule' allowing the temporary binary to run. On an XP client the filename of this temporary binary will normally be:
   
   c:\Documents and Settings\All Users\Application Data\Eye2eye Software Ltd\Eye2eye Britain Panoramic n\Temp\Eye2eye_Britain_TempBin.exe
   
   
8. Log onto your specimen client PC as a non-administrator user, run Eye2eye Britain and view a panorama to check it is working OK.
9. Broadcast the install package (MSI and WriteAccess.ini) to all your client PCs at once.

6. I've installed to my server and a client PC. When I run Eye2eye Britain on the client as Administrator it works fine, but when I run on the client as a non-privileged user, I get error messages. How do I fix this?

Set access permission for Eye2eye Britain's local storage (cache) directory on the client PC to allow read+write access by all users.

From version 3.3 onwards (launched Jan 08) Eye2eye Britain Network Packs install to a school network so later you can update your installation easily with the UpdateMyServerSetup.exe utility. This utility updates the server with files from Eye2eye's web-site. Client installations update automatically from your server when first run by anybody after a server update - to keep things easy. A collection of files (about 21MB) are stored by Eye2eye Britain on each client machine in a 'cache' directory. These are read from the server when the client program is first run, then updated to keep up to date when the server is updated. Since any user may be running Eye2eye Britain on the client after a server update, the cache directory has to be writable by any user. (Eye2eye Britain incorporates checks to avoid unauthorised tampering).

On a Windows XP client, the cache directory is normally:
c:\Documents and Settings\All Users\Application Data\Eye2eye Software Ltd\Eye2eye Britain Panoramic n

On a Windows 7 or Vista client, the cache directory is normally:
c:\Users\Public\Application DataStores\Eye2eye Software Ltd\Eye2eye Britain Panoramic n

To fix this problem on a client PC :

1. Log onto the client PC as an Administrator user.
2. Find the cache directory in Windows Explorer, right-click on its name and select Properties from the popup menu.
3. On the dialog that appears, choose the Security tab and on 7/Vista click the Edit button.
4. In the top box select the name of a user group that includes all users - such as 'Everyone' or 'Users'.
5. Tick the 'Full Control' box in the column under Allow, then click OK.
6. Log onto the client PC as a non-privileged user and run Eye2eye Britain to check the problem has gone.

If you are doing a simple installation to a small network as on the Network Setup sheet, perform steps 2-5 above while logged onto each client as Administrator, just after doing the ClientSetup install.

If your client PCs are running Windows XP Home, it is more difficult to make this fix, as the Security tab (step 3 above) is not shown unless you have started the PC in 'Safe' mode. To start a PC in 'Safe' mode, press F8 during boot-up.
 

7. How do I copy moving panoramas to my PowerPoint slideshows and make use of them?

Copying an interactive moving panorama is as easy as copying a photo :

1. Run Eye2eye Britain and display the panorama to copy.
2. Right-click on the panorama and select Copy Moving Panorama from the popup menu.
3. Right-click again on the panorama and select Minimise from the popup menu, then run/click on PowerPoint ready to edit a slideshow.
4. Paste the panorama into a PowerPoint slide and drag its size and position to arrange your slide.
5. Run your PowerPoint and move to the panorama's slide. It appears with a large opaque play triangle - click the panorama to play it. When you have more than one panorama showing, click the one you want to play, and others showing will pause.
6. Save your PowerPoint file in the latest format such as .pptx or .ppsx, not earlier formats such as .ppt.

Copied 'moving panoramas' have frames complete with caption and control buttons to look up, down, left, right and zoom. All the buttons - like those in Eye2eye Britain itself - have help hints that show when you pause the mouse over them.

You can also drag the panorama view in any direction with mouse, or finger on an interactive whiteboard or touch display.

8. What does a PC need to view PowerPoint slideshows containing moving panoramas?

To view a PowerPoint presentation containing copied Eye2eye moving panoramas you need:

• PC or Apple Mac with broadband internet (panorama images are read from the Eye2eye website when viewed).
• Microsoft PowerPoint 2007 or 2010 installed (not just the free PowerPoint Viewer).
• Adobe Flash Player 10.0 or more recent installed. (Needed for many web-sites, so already installed on most computers used on the web). If this is not already installed, the user can download this free from Adobe and install it.

You do NOT need any part of Eye2eye Britain installed to view a PowerPoint containing our panoramas, although your school does need a valid Eye2eye Britain licence, of course. Thus if you were, for example, making PowerPoint files containing our panoramas to put on your school learning platform for pupils to use at home, the pupils will be able to view them fine as long as they have Microsoft PowerPoint installed at home. If you want to support pupils without Microsoft PowerPoint, you can make web pages instead (see next question).

9. To what else can I copy moving panoramas other than PowerPoint?

You can copy Eye2eye moving panormas into many more types of document than just PowerPoint slideshows - lots of fun for pupils and teachers with creative projects making web-pages, interactive Word documents, etc. We simply haven't tried all the possibilities, and would be interested to hear about your projects - please use the support email at the top of this page to let us know what works and what doesn't, so we can advise others.

Microsoft Word: You and pupils can copy Eye2eye moving panoramas to Word documents, making interactive, moving documents in fun projects. (More fun on screen than paper, of course). Use Microsoft Word 2007 or 2010 to both create and view these documents (WordPad and the free Word Viewer don't support this). Follow the same steps as with PowerPoint in question 7 above, saving your Word file to the newer .docx format rather than .doc.

Web-pages from PowerPoint: Microsoft PowerPoint has a useful option to save a slideshow to a web page. Follow Save As->Other Formats->Save as type = Web Page. This is a useful format to save presentations containing Eye2eye moving panoramas for your learning platform - so pupils can view them without needing PowerPoint (although they do need to use Microsoft Internet Explorer as their browser). Saving a PowerPoint slideshow in this way produces an html file plus a directory of associated files - be careful to copy all parts to your learning platform.

Web-pages in general: When making web-pages - perhaps as part of a pupil project, perhaps for the school website - it is easy to insert Eye2eye moving panoramas. Our moving panoramas copy and paste as Adobe Flash Movies - a format common to many web-pages. Depending on what web authoring program you're using, you may want to copy from Eye2eye Britain clicking either the 'Copy Moving Panorama' or 'Copy Web Panorama' item on the menu that appears when you right-click on a panorama. We use DreamWeaver to make our web-pages, and either item works with that. The 'Copy Web Panorama' item copies text to the clipboard containing html wrapper code for our Flash panoramas ready to be pasted into the html source of your web-page.

10. Moving panoramas in my PowerPoint sometimes freeze. How can I fix this?

This is a bug in Adobe Flash Player from versions 10.1 to 11.1.102.55 (the latest as of 7/2/12). Occasionally when you move back to a PowerPoint slide containing an Eye2eye moving panorama then click the panorama to restart it, it remains frozen. Unfortunately, when this happens, the only way to restart the panorama is to quit PowerPoint completely and double-click your PowerPoint file to reload both your file and PowerPoint. We have reported this bug to Adobe - it's the Flash Player that's freezing, not our viewer - and this is registered on their database as code ASL-304. We await their response.

This problem should only appear occasionally, but if you find it a nuisance, you can downgrade your version of Flash Player back to 10.0.45.2 - the most recent version not showing the problem. To do this:

1. Visit Adobe's website at http://kb2.adobe.com/cps/141/tn_14157.html then download and run the uninstaller program provided to uninstall Flash Player from your computer. You need this uninstaller, as if you follow the normal Windows uninstall process to uninstall Flash Player, keys are left in the Registry which stop installing old versions of the Flash Player.
2. Visit Adobe's website at http://kb2.adobe.com/cps/142/tn_14266.html and scroll the page down to the 'Older Archives' section. Download the 'Flash Player 10' archive, saving it to your hard disc.
3. Find the downloaded archive on your hard disc. This is a Zip file - a compressed directory tree containing several files. Double-click the Zip file then sub-directories within it to go to \fp10_archive\10r45_2. Double-click the file for your computer type to install - for Windows, double-click flashplayer10r45_2_winax.exe to install, then follow instructions.

If you have downgraded to Flash Player 10.0 as above, please watch this web-page for updates. When we or Adobe have resolved this problem we will change this page - and you will no longer need version 10.0 so it will be sensible to return to using the latest Flash Player available.

11. Moving panoramas won't paste into PowerPoint 2013 (although this worked fine with PowerPoint 2007/2010). How can I fix this?

Update your Eye2eye Britain to the latest version using UpdateMyServerSetup.exe. When you copy a Moving Panorama from versions up to panoramic 8, then paste into PowerPoint 2013, nothing happens. This problem does not occur with previous versions of PowerPoint, or Word 2013 or Excel 2013.

1. Log onto your server as an Administrator user.
2. In your server's Eye2eye program directory double-click UpdateMyServerSetup.exe and click 'Start', then watch and wait while your server update completes. Note that your school needs to be licenced for updates, otherwise an error will be reported and you need to contact us to pay to renew your licence.
3. Log off your server.
4. Log onto a sample client PC as a non-privileged user and run Eye2eye Britain to check the problem has gone. Your client PC (and others around the school) should automatically update from the server when Eye2eye Britain is first run, then copy Moving Panoramas to PowerPoint 2013 as desired.

12. Moving panoramas in PowerPoint slideshows first appear as black rectangles in PowerPoint 2013. What can I do about this?

Click mouse or tap touchscreen on each black rectangle to activate its panorama display when your slideshow runs. This is not needed with PowerPoint 2007 or 2010, or any version of Word or Excel.

13. My panoramas look fine in PowerPoint on my authoring PC, but don't show on another machine. What is wrong?

If the 'viewer' machine is running PowerPoint 2013, first try clicking on the panorama spaces, as above. Check the 'viewer' machine has internet connection and Flash installed (most PCs have this installed as standard to support web browsing).

Another possibility is incompatibility between different editions of PowerPoint. We have seen this problem when a presentation is authored in a later version of PowerPoint than that used to view on another machine. Specifically, if you edit a presentation containing our panoramas on PowerPoint 2013, save it as a .pptx file, then view this file on PowerPoint 2010 or 2007, our panoramas may not appear (their Movie links appear lost from the PowerPoint). If you are making a PowerPoint to be viewed by many users on different machines (eg putting a PowerPoint on the net for your class to view at home) we recommend authoring with an 'older' edition of PowerPoint (at time of writing, 2010 or 2007, not 2013).