View source for Student Support/Troubleshooting

= Unzip Files on Windows 10 =

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">

Open File Explorer and find the zipped folder.

*To unzip the entire folder, right-click (or press and hold) it, select Extract All, and then follow the instructions.

*To unzip a single file or folder, double-click the zipped folder to open it. Then, drag or copy the item from the zipped folder to a new location. Follow these steps to locate the Extract all command<br/>

For more information see: http://windows.microsoft.com/en-us/windows-10/zip-and-unzip-files#v1h=tab02 <br/></span></span>


= Unzip Files on Windows 8 =

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Follow these steps to locate the Extract all command<br/>If you’re trying to extract everything in a compressed folder and don’t see the Extract all command, select the compressed folder, tap or click the Home tab, and tap or click Properties. On the General tab, next to Opens with, make sure it says File Explorer. If it doesn't, tap or click Change and select File Explorer. If you still don’t see the Extract all command, the .zip file association in the registry might be damaged. Search the Windows support forum for info about applying a registry fix.<br/>For more information see: http://windows.microsoft.com/en-us/windows-8/zip-unzip-files <br/></span></span>


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= Problems installing ClaroRead on Mac =

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Macs with newest Operating Systems have a security layer that may interfere with installation of ClaroRead.<br/>Follow these steps to bypass extra security layer on Mac that prevents installation of software from "unidentified" developer:<br/>1. In the Finder, locate the app you want to open. Most apps can be found in the Applications folder.<br/>2. Press the Control-key and click the app icon.<br/>3. Choose Open from the pop-up menu.<br/>4. Click Open.</span></span>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif"><br/> For more information see: [http://support.apple.com/kb/HT5290 http://support.apple.com/kb/HT5290]</span></span>

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= ClaroRead Upgrade for Mac =

http://www.clarodownloads.com/partner/30daydownload?k=Av0y1z.i1EJY5Pi8Az8A

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= Download Corrupt or Invalid =

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">For PCs, if you are using the browser Internet Explorer to download ClaroRead (or any of the software) you may get an error message indicating that the download may be corrupt or invalid. This message is misleading as the file is not corrupt or invalid. We have found that this message is actually a security indicator that appears for versions of Internet Explorer below version 11. We recommend using a different browser such as Firefox or Chrome. Or you may choose to update your Internet Explorer browser to version 11.</span></span>

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= Windows 8 SmartScreen prevented an unrecognized app from starting =

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Windows 8 comes with SmartScreen Filter integrated into the operating system that presents a warning when user attempts to install app from "unknown publisher." </span></span>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">To install a program, such as ClaroRead, when presented with the Windows 8 Smartscreen warning, Click > Run anyway and Windows will allow the app to run, bypassing the SmartScreen Filter</span></span>


= ClaroRead not displaying text properly as it's being read =

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">When using ClaroRead with your PDF file, if the software does not display the text that is being read properly (that is, text appears to be off-screen or below the selected area) you may need to make an adjustment to your Display Settings</span></span>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">To do so, go to the Control Panel and select Personalization (or Appearance and Personalization). You should then see options to Make it easier to read what's on your screen. You will need to make sure that smaller (100%)  which is the default, is selected. If you do not immediately see that screen option, you can select Change Display Settings from list on the left. Then, choose the option to Make Text and Other Items Larger or Smaller at the bottom of the screen.  </span></span>


= Disabling Touchscreen Mode on Applicable Devices =

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">When using certain devices that may be touchscreen capable (including PCs running Windows 8), after launching Adobe Acrobat it may enable or display the file in TouchScreen mode. This will impair the ClaroRead software from interacting properly with the file.</span></span>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">To disable this feature, you will need to Click on Edit from the menu at the top of Adobe Acrobat and Select Preferences. Then from the Categories listed on the right you will select General. Locate the item for TouchMode and from the drop-down menu choose Never. Click OK to save change and then exit Adobe Acrobat and relaunch it so that the change will take effect.  </span></span>

= <br/><br/>PDF Aloud will only work with Adobe Reader X and earlier<br/> =

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Adobe Reader XI is not compatible with PDF Aloud.</span></span><br/>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Visit the [http://get.adobe.com/reader/otherversions/ Adobe Reader download website] to download earlier versions of Adobe Reader</span></span><br/>

= <br/><br/>Installing the Learning Ally App<br/> =

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">If you have previously installed Learning Ally's Link app, you will need to uninstall it first.</span></span><br/>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Then, download and install the Learning Ally ReadHear and Learning Ally Audiobook Manager applications. Both application can be found by clicking here [https://www.learningally.org/support-topic/what-is-learning-ally-readhear-and-how-do-i-use-it/ ReadHear and Audiobook Manager].</span></span><br/>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Once both applications have been installed, open the Audiobook Manager.</span></span><br/>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Click to sync book to the playback software, ReadHear, as shown in the following example.</span></span><br/>

[[Image:Learning Ally Audio Manager Sync.png|500px|Learning Ally Audio Manager Sync]]

= Customer Support via Remote Access =

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Occasionally, it may be helpful for AMAC's Customer Support staff to view your computer screen in real time to help with troubleshooting issues. We use Adobe Connect software along with an internet connection and the telephone for this purpose. Please note that using this software does not give us access to control your computer. Rather, it allows us to have you operate your computer to illustrate issues that you might be having.</span></span><br/>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">To start the process, you will need to direct your browser to the link https://amacusg.adobeconnect.com/tb/.</span></span><br/>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Once there, you will select to log in as a guest and enter your name in the Name Field.</span></span><br/>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">You will then Click to enter the room. You will see that you have been entered as a participant.</span></span><br/>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">The AMAC Customer Support staff will then change your status from Participant to Presenter which will allow you to share your computer screen.</span></span><br/>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Finally, you will click on the Share my Screen button in the middle of the meeting room. The first time you do this, you will be prompted to install a plugin. After installation, sharing your screen will then show the AMAC Support staff your computer screen in real time.</span></span><br/>


= Additional Resources =

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Microsoft Disability Answer Desk: 1-800-936-5900</span></span><br/>

<span style="font-size:larger"><span style="font-family: tahoma,geneva,sans-serif">Apple Accessibility Support: 877-204-3930</span></span><br/>