Guide Help and Support

Guide - Help and Support

This help and support page gives answers to commonly asked questions. If you don’t find the answer you are looking for, please contact us using the telephone numbers and email addresses listed on our Contact Us page.

Frequently Asked Questions (and Answers!)

Will guide work with Windows Vista?

Yes! Guide version 3.0.12 or above is compatible with Windows Vista.

Will Guide work on my computer?

Generally, if your computer has been purchased in the last 6 years, it will be fine. Your computer will need to be running Microsoft Windows 2000, Windows NT, Windows Vista, Windows XP or Windows 2003. If you computer is running an older version of Windows than one of these, we recommend it be upgraded to Windows XP. In terms of a particular computer specification, your computer will need to be something like a Pentium 300, with 64Meg of RAM and 350Meg of free space on your hard disc. If you are in any doubt about the suitability of your machine, you can test it out before purchasing, by installing our 30 day demonstration version of Guide. If you do not have a machine at all, or want to upgrade your old one, we can supply Guide ready-to-go on a new machine for you. Please contact us for more details.

Will Guide Handsfree work on my computer?

Generally, if your computer has been purchased in the last 3 years, it will be fine. Your computer will need to be running Microsoft Windows 2000, Windows NT, Windows Vista, Windows XP or Windows 2003. If you computer is running an older version of Windows than one of these, we recommend it be upgraded to Windows XP. Guide Handsfree is more demanding that Guide. In terms of a particular computer specification, your computer will need to be something like a Pentium 1GHz, with 500Meg of RAM and 1.5MB of free space on your hard disc. If you are in any doubt about the suitability of your machine, you can test it out before purchasing, by installing our 30 day demonstration version of Guide Handsfree. If you do not have a machine at all, or want to upgrade your old one, we can supply Guide Handsfree ready-to-go on a new machine for you. Please contact us for more details.

How do I setup Guide to work with Skype?

You need to install and setup Skype from within Windows, before you can use it with Guide. Visit the Skype website to download the latest version of Skype. Alternatively, a version is included on the Guide installation CD in the Support folder. If you do not already have a Skype name, you need to create a Skype name after installing Skype. When you sign in to Skype there are two tick boxes. Tick the box that is labelled "Sign me in when Skype starts". Untick the box that says "Start skype when the computer starts". Guide will now be able to use Skype to make free telephone calls over the Internet!

How do I install Guide on a multi-user workstation where users have restricted permissions?

If Guide is to be used on a computer where the user will have restricted permissions on that computer, Guide must be installed in a particular way. This usually only applies to computers in public places, like colleges, libraries or computers in a work place.

• 1. Login to the computer with local administrator permissions and install Guide normally. When the computer re-starts, login again as the local administrator and activate Guide.
• 2. After activation completes, close Guide and return to the Windows desktop.
• 3. You can now log-off as the administrator and login as the restricted user.

For a multi-user computer, Guide will keep individual settings for each user on that computer. In addition to the talking installer, an MSI installer is also available for automated installation systems. The MSI version is included on the CD as "Guide - From Software Express Limited.msi". An installshield setup is also included on the CD and is called "G2.exe".

Does my computer need any special components?

Your computer will need to have speakers connected to it. Other than this, nothing specific is required. However, you may want to have a printer for printing letters and pictures, etc, and a scanner if you want to use Guide to scan and read books and magazines, etc. If you do not currently have a printer or scanner we recommend you purchase one made by a well known company such as HP, Epson or Canon. We carry a large range of printers and scanner in stock, and can deliver them to you next day.

How does Guide work with other programs on my computer?

Guide is a Windows application, just like any other program on your computer. If Guide is installed on your computer it will automatically run when you switch on.
Our AlwaysThere(tm) technology ensures that when you are using Guide, it cannot be accidentally closed or lost amongst other programs that may also be running. Even if another Windows program pops-up when you are using Guide, your use of Guide will not be interrupted.

When you have finished using Guide it will automatically shutdown your computer, or you may choose to show the Windows desktop.

Many people are afraid that pressing the wrong key will cause there computer to crash or will launch some dangerous or unknown program, that will harm their computer. With Guide and our AlwaysThere(tm) technology, you can use your computer confidently and easily.

Will Guide work with my Internet and Email Provider?

Yes. Guide will work with just about any Cable, Dial-up or Broadband Internet provider. This includes companies like Wanadoo, Freeserve, Tiscali, PlusNet, Viatel, Thus, Demon, FireFly, Zen, Bulldog, OneTel, Virgin, NTL, AOL, BT, Tesco and many others! Guide can also connect to free email providers such as GoogleMail. On a technical note, Guide is compatible with the following email protocols: POP3, IMAP4, SMTP and SSL/TLS. If you do not have an Internet connection, please contact us and we can arrange one for you.

Do you have a demonstration version of Guide?

Yes. We have a 30 day demonstration version of Guide, so you can try before you buy. The demonstration disc is the same as the full version of Guide, but is restricted to run for just 30 days. The demonstration is in the form of a disc you put into your computer.

What happens to the demo version, when I buy the full version?

When you install the full version of Guide, the demonstration version is automatically removed from your computer. However, all the colour, zoom, voice, Internet and email settings, address book, etc remain and will not be lost.

Do I need a firewall and anti-virus program with Guide?

Yes. All computers, without exception, should have both firewall and anti-virus protection. Almost all viruses are targeted at your computer's Windows operating system and may find their way to your computer via your Internet connection or via a floppy or CD-ROM disc, etc. A firewall will protect your computer from unwanted access to your computer through the Internet. An anti-virus program will protect you from viruses that may be emailed to you or sent on a floppy disk, CD-ROM disc or thumb drive. We recommend you use the free firewall software that comes with Windows 2000 and Windows XP. If you are using an older version of Windows, such as Windows NT or Windows 98, we recommend you purchase some firewall software such as ZoneAlarm. For anti-virus on home computers, we recommend you use the free AVG anti-virus program from free.grisoft.com or the free AVAST anti-virus package from www.avast.com.

When I type in an 'at' sign (@) in an email address, Guide tells me I've typed a quote ("). What am I doing wrong?

It's a problem with the language you have selected for your keyboard. Press the ALT key on your keyboard, keep it held down, then press the shift key. This will select the next available keyboard language. Repeat until the keyboard works as you expect.

I am trying to scan and read a document, but it is not working

Guide may not be setup to use the correct scanner. On the scan and read menu of Guide, press 5 to select a scanner to use. Guide will show you a list of known scanner connected to your computer. Note, a scanner may not show in this list unless it is installed correctly on your computer and turned on. Select the correct scanner from the list and press Enter. Do not use the Default Scanner option in the list, if you are experiencing problems.

When I insert an audio CD into my computer it starts playing automatically, even thought I have not told Guide to play it. How can I stop this from happening?

In the Guide Settings Menu, select the option to turn off CD auto play. Audio CDs will then not play automatically.