FREQUENTLY ASK QUESTIONS

General Questions
How do I order?
How soon will my order be shipped?
Does Trinity have a guarantee?
What are the shipping charges?
Does Trinity have a Software Preview policy?
Do I have to pay sales tax on my order?
What about Site and Network Licenses?
How can I get help with technical questions?

Product-Specific Questions
Identification of Organic Compounds (Windows version)
Concentrated Chemical Concepts (Windows version)
College Profiles 2003 (ver 5.0, cannot set location for web browser or Acrobat Reader)
Speech Works (Windows, 4.x)
Speech Works (Mac Version)
Speech Works (Windows Version 3.x)
HyperSign for Kids (Windows Version 3.0)
HyperSign (Windows Version 2.x; "media reference" error)
HyperSign (Windows Version 2.x; "device channel" error)
HyperSign (Windows Version 2.x; no audio with the Kid's Dictionary)
HyperSign (Windows Version 2.x; "fatal exception" error)

How do I order?

There are several ways to place your order with Trinity Software:

• On-line: Follow the ordering instructions on our web site Ordering Information page. Since this is not a secure site, we will follow up with a phone call to confirm your order and obtain credit card information if needed.

• By FAX (772-446-7608): Include shipping address, phone number, and credit card information.

• By Phone (1-772-446-7607)

• By Mail: Trinity Software, 533 SE Cliff Road, Port St. Lucie , FL 34984

How soon will my order by shipped?

In most cases, your order will be shipped within 24 hours of receipt. We will notify you and give you an approximate shipping date if an item is out of stock.
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Does Trinity have a guarantee?

Yes. Our software comes with a 30-day money back guarantee. If a program is unsatisfactory for any reason you may return it for an exchange or full credit. Our software is also guaranteed to be free from defects in workmanship. If you receive defective or damaged software call our technical support line (1-888-864-6484) for a free replacement.
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What are the shipping charges?

Does Trinity have a Software Preview policy?

Yes. We know that some schools require a preview before purchase when considering software. Under our Preview Agreement policy we send you the program(s) you are interested in evaluating for a set amount of time - usually 30 days. At the end of your preview time, you must either return the software or notify us of your plan to purchase it. There is no charge for the preview. Your only cost is the shipping charges to return unwanted programs to us. The software we send you for preview will be full working copies, not demos or library copies.
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Do I have to pay sales tax on my order?

No. New Hampshire does not have a sales tax and we are not required to collect sales taxes from other states.

What about Site and Network Licenses?

Site and Network Licenses are not returnable. If you are not sure about a program, order a single copy first. Then, if you plan to use our software on multiple computers you must obtain a Multi-User License. License fees are a separate charge from the cost of a single copy of the software.

The minimum license fee is $350 for five computers or less. Additional computers beyond the first 5 are $60 each up to 30 computers. An unlimited license must be obtained for 31 or more computers and the fee is $2195.

How can I get help with technical questions?

Call our toll-free number 1-772-446-7607 to obtain technical help. Regular hours are 9-5 EST, Monday thru Friday. You may also ask questions by email (support@trinitysoftware.com). See the User Manual of your software program for suggestions on the best way to obtain help.

Concentrated Chemical Concepts (Windows Version)

There has recently been some minor corrections to the following three General Chemistry programs in the Concentrated Chemical Concepts series:
....... "Temperature Conversions"
....... "Names and Formulas of Polyatomic Ions"
....... "Equilibrium Constants"

Click here to download a self-extracting ZIP archive of these 3 programs. Unzip the files and copy them to the CCCGEN folder on your hard drive.

College Profiles 2003 (Version 5.0)

• I have to select my web brower in the Preferen ces dialog box each time I run the program.
• An "outside the range" error occurs when I set the location of my web browser.
• I get a "no handler" error message when I click on a link in the Useful Resources dialog box.

All of these are corrected in version 5.1. Click here to download an installer for Version 5.1. Running the installer will update your program.

Speech Works (Windows Version 4.x)

If you have copied the Movies (SWHELP) and Model Recordings (SWMODELS) folder to your hard drive (or server) and intend to run the program without the requirement of the CD (i.e., using the File Locations item on the Teacher Options menu) you must download the following revised file.

This file replaces the file SWORKS.EXE and contains a correction so that the program can properly find the required movies and model recroding.

Click here to download the file SWORKS.EXE (date: 5/16/2005). After downloading (saving) it, copy it to the folder where you installed Speech Works so that it replaces the file of the same name with an earlier version date.

Speech Works (Mac Version)

The Macintosh version of Speech Works is a series of HyperCard stacks. You may or may not already have HyperCard Player on your system. Most problems reported have been resolved by installing the HyperCard Player distributed on the Speech Works CD. Use the following procedure:

1. Open the folder named SW-HCP & Homestack on the Speech Works CD (if you have the personal version, open the folder SWP-HCP & Homestack).
2. Copy the 3 files (Color Tools, Home and HyperCard Player) to the folder on your hard drive where you installed Speech Works.
3. To start the program, double click on the HyperCard Player icon in the Speech Works folder on your hard drive. (Note: You can make an alias of this file, name it anything you want and place it anywhere you would like.) When the Home screen appears, click on the Speech Works button to start the program.

It has also been recently reported that the recording feature of older versions of Speech Works does not work properly on IMac's and other G3 systems. Call technical support to receive a new set of installation disks that resolve this problem.

Speech Works (Windows Version 3.x)

Most problems with the Windows version of Speech Works involve the fact that this program requires the 16-bit version of QuickTime for Windows. This version is supplied on the Speech Works CD in the folder SWUTILS. (Note: Both the 16-bit and 32-bit versions of QuickTime for Windows can co-exist on your system.)

Some users have also reported problems between Quicktime (all versions) and Pentium II processors resulting in fatal exceptions (the blue screen!). This can be fixed by making a few changes to the Quicktime Control Panel and the QTW.INI file. Call for details.

Finally, there has been reported a problem where the video appears but no sound when playing QuickTime movies on some systems running Win 98. There is a fix for this problem. This fix involves a change in one of the dll's that gets installed on a user's system. Click here to download a self-extracting archive containing the dll upgrade. Search your hard drive for the file MTB40LNL.DLL (it is inthe Windows or Windows|system folder) and replace it with this new one. This problem is "old" and has been corrected in recent versions of Speech Works.

HyperSign for Kids (Windows Version 3.0)

This is a minor update to HyperSign for Kids that corrects a false display of a dialog box when playing some of the Activities and clicking on one of the images shown as possible answers. (NOTE: Make sure you have Version 3.0 by looking at the About dialog box on the Help menu before downloading this patch!)

Click here to download the file HSIGNKID.EXE (date: 10/27/2005). After downloading (saving) it, copy it to the folder where you installed HyperSign for Kids so that it replaces the file of the same name with an earlier version date.

HyperSign (Windows Version 2.x; "media reference" error)

Most problems with the Windows version of HyperSign involve the fact that HyperSign is a legacy (16-bit) program requires the 16-bit version of QuickTime for Windows. This version is supplied on the HyperSign CD in the folder HSUTILS. (Note: Both the 16-bit and 32-bit versions of QuickTime for Windows can co-exist on your system.) Use this procedure:

First, let's see what version(s) of Quicktime for WIndows (QTW) you have installed on your system:

1. Choose Start|Programs|QuickTime for Windows. If you DO NOT see this entry go to Step 3
   
2. On the QuickTime for Windows menu, do you see an entry for "Movie Player 32-bit"? If you DO see this entry, go to Step 4.
   
3. Let's install a 32-bit version of QTW:
   a)  Double click on My Computer on your desktop.
   b)  Double click on the icon for your CD drive.
   c)  Double click on the folder titled QTIME
   d)  Double click on the folder titled WIN95
   e)  Double click on the file QT32INS.EXE and follow the on-screen prompts.
   
4. Now let's (re)install the version of QTW required by the program. Both versions can co-exist on the same system and while I do not have definitive proof, I do believe that both versions need to be installed on some systems in order to operate properly.
   a)  Double click on My Computer on your desktop.
   b)  Double click on the icon for your CD drive.
   c)  Double click on the folder titled HSUTILS
   d)  Double click on the file QTINSTAL.EXE and follow the on-screen prompts. When the installer asks you if you want to mark a previous version for deletion, choose the SKIP or SKIP ALL button. Do NOT delete previous versions.
   e)  Restart your computer and try running the program.

HyperSign (Windows Version 2.x; "device channel" error)

If a "device channel" error message box is displayed when you are playing one of the games:

1. Click on File|Preferences
2. Make sure that the Game Feedback button is UNCHECKED.

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HyperSign (Windows Version 2.x; no audio in Kid's Dictionary)

On a few systems, displaying a video in HyperSign causes the System Volume Control WAV slider to be set to a minimum. We are currently unable to reproduce this problem and unable to find a way to automatically reset the WAV slider after a video is played.

To restore sound after using the HyperSIgn program:

1. Choose Start|Program|Accessories|Multimedia (or Entertainment)
2. Click on the Volume Control item.
3. Move the WAV slider up and sound is restored.

HyperSign (Windows Version 2.x; "fatal exception" error)

Some users have also reported problems between Quicktime (all versions) and Pentium II processors resulting in fatal exceptions (the blue screen!). This can be fixed by making a few changes to the Quicktime Control Panel and the QTW.INI file. Use the following procedure:

1. Click on the Start button. Choose Setting|Control Panels
2. In the control panels screen, double click on the QuickTime icon. (If you have icons for both QT32 and QT16, double click on the QT32 icon.)
3. Click on the More button at the bottom right of the dialog box displayed.
   This will display some tabs at the top of the dialog box.
4. Click on the Video tab.
5. In the middle of the dialog box is an area called Optimization and a scrollable field showing the various Draw Methods available.
6. Click on (highlight) the Windows DIB item in this scrolling field.
7. Click on the Apply button at the bottom of the dialog box.
8. Click on the Close button at the bottom of the dialog box.