1. Follow the instructions in the User manuals CAREFULLY?
2. Check the FAQ's for an answer?
3. Go to the "Contact Us?" section on the Web site. Select the Click here for help.
5. Send us a screen shot of the Error. If the file you need to send us is too large - Use http://www.sendspace.com/ and then send us the link - we will download the file. If the Error appears on the Player PC go to c\digitalrecalldss\logs and send us the logs for that day. You'll see there are logs for FTP. (date), PLAYER.(date) and many more.  Also tell us the approximate time of the error - that will guide us to the correct area in the logs.

STEP 1 – DID YOU FOLLOW THE INSTRUCTIONS IN THE FAQ ABOVE TITLED “BEFORE YOU START THE INSTALLATION – IMPORTANT ITEMS”? DO NOT proceed until you have followed them.

STEP 2 – IS YOUR “TEST CONNECTION” SUCCESSFUL?
• To Test in Manager: see Manager Manual/ FTP LAN Settings/ Connect via Internet
• To Test in Player: see Player Manual/ Digital Recall Player Settings
If “Test Connection” IS SUCCESSFUL:
• Go to the next FAQ Titled “Player not receiving updates”

If “Test Connection” is NOT SUCCESSFUL:
1. Ensure that you have done everything in STEP 1.
2. Confirm your FTP password etc has been entered correctly. They are case-sensitive. Now “Test Connection”. Go to next point if not successful
3. Check your FTP server mode (with the provider) – Some FTP servers require either Active or Passive mode, some will work with either. Connecting using the wrong mode can lead to connection time-outs.
The settings for the FTP server mode in Digital Recall manager are shown on the dialogue box when you press the “upload” button in Digital Recall manager, and then the FTP/LAN Settings button. Now “Test Connection”. Go to next point if not successful.
4. Try and connect to your ftp using another ftp client (such as filezilla - Google it). You will need your FTP address, user name and password to put into FileZilla.
NOTE: If you can connect using another ftp client, but still cannot do so using “Test Connection” in Digital Recall - Go to next point.
5. Use an alternative FTP service. It’s NOT difficult & it’s free. Your FTP Server software and/or Windows and/or hardware may be blocking connection. It has happened on numerous occasions with Users. To remedy this, set up a new FTP service such as Filezilla or Cute FTP (Google either). You will need to enter all the ftp details (of the new ftp service) into the FTP setup in Manager & Player, and “Test Connection” again. Go to next point if not successful
6. Are you using the "root folder" option in order to connect to your FTP? (See Manager Manual/ FTP LAN Settings/ Connect via internet). If you are, this may be causing the problem. You should test the same setup but using a different (free) FTP provider (such as Filezilla or Cute FTP which both allow you to create folders and upload files in the root FTP folder (i.e. don't use the "root folder" option). See if it then works. It’s easy & free. Google either one. You will need to enter all the ftp details (of the new ftp service) into the FTP setup in Manager & Player, and “Test Connection” again.
7. As a final test to determine whether the problem is with the FTP service or not, set up your system as a LAN – See User Manuals. If that works, then the problem is definitely with your FTP, and you may need expert help from someone who is experienced setting up PC systems.
8. Check out the FAQ below titled "Player not receiving updates"

1.  FTP/ LAN Connection: Test that there is a valid FTP or LAN connection on both the Manager PC AND the Player PC using the Manuals. See - FAQ 's "Ftp not connecting" (above). ONLY if there is a Successful Test Connection proceed.
2. MANUAL: Did you follow page 11 of the Player Manual? There is an additional Step required when you first install. Be sure to read the top of Page 12 very carefully!
3. REGIONAL SETTINGS & TIME FORMAT: Ensure Regional settings and date are the same on Manager & Player PC's & FTP Server PC. Do NOT use a 24 hr time format. Use 12 hr. This is very important - Before you start the installation - Important Items/ point 4 - Regional Settings.
4. Check your regional settings language - Some languages (for example Greek) may have the date in characters not recognisable to the database. SOLUTION: Change your Regional Settings on Manager PC & Player PC's to English (United States) or English (Australia). Have your date format on all as dd/mm/yyyy. Do NOT use a 24 hr time format. Use a 12 hr time format.
5. LOCATION SETUP:
   1. Ensure that you have setup the Location according to the Manager Manual/ Locations/ Create New Location?
   2. Ensure you have added a monitor or nothing will display.
   3. Check that you have not set the monitors to turn off at the tijme that you want the monitors "on" (Manager Manual/ Location/ Add Monitors/ point 8)
6. If this is NOT a new installation, and your Player was previously updating as expected, see here. Note: If this is not a new installation you must ALSO look at all the points below (regarding issues such as Content Format; Formats & Codecs; Checking database & content Transfer; etc) 
7. If required, change the default "Check for Updates" period. The default is 1 hour. You can change it to as little as 5 minutes. Note: If you are doing an Upload at the time that the Player is scheduled to check for new content, then the Player will skip that download & wait until the next scheduled time to download. This is in order to avoid errors that may occur if it starts downloading whilst you are still uploading.
8. CONTENT/ FORMAT: Does the content play on the Manager PC in "Preview Loop"? (see Manager Manual)? If it does, check codec’s etc (see below) on the Player PC. If it does not play, try using an advert with another format (e.g. jpeg) - does that play?
9. File Format: Is the format of your file supported by our Software? See FAQ’s Creating Adverts/ Formats supported.
10. SWF file Format: If using .swf file - does it comply with the specs shown on our website? (Side menu/ Using other adverts/ Advert specifications).
11. Codecs Do you have the correct codec’s installed on PC's? Also see FAQ above "Problem playing a specific file format - avi swf wmv"
12. CHECKING DATABASE TRANSFER: Make a change to a Loop or Schedule, and Upload it – Manager Manual/ Upload to Players. Before you press the “Start the Upload to Server” button, check that the new adverts (if any) and new database file (the one ending in .mdb) appear in the list to be uploaded. (Remember, if you are uploading ads that you have previously uploaded, you MUST “Mark for Upload” – See Manager manual/ Edit Adverts/ point 8. If you are using the same file name (as you used previously) but for a different or edited ad, you may need to change the file name slightly, and recreate the loops with the "newly named" adverts and upload them OR Copy the adverts into the c\digitalrecalldss\content folder on the Player PC). Explanation: This is necessary because when the Player “looks” at the ftp, it still sees the same file name, so it won’t download it because it assumes it already has it.
13. Now do the Upload to Server – If you are uploading to an FTP, the items in the list that are being uploaded will take a few seconds or minutes each for the “in progress” indicator to change to “done” (depending on file size, the internet speed etc).
14. Either wait for it to be downloaded to the Players or "Check for Download" on Player PC - See pages 9-11 of Player Manual. Note: If you are doing an Upload at the time that the Player is scheduled to check for new content, then the Player will skip that download & wait until the next scheduled time to download. Go to the Manager interface-Upload button- FTP/ LAN Settings. You will see a button (under the area that you keyed on your FTP details) that says "Reset all "in progress" indicators". Press it and upload.
15. Check the following:
    1. On the Player PC check that the ad is in the folder C\DigitalRecallDSS\Content. It should be.  
    2. On the Player PC go to C\DigitalRecallDSS\logs. Go to the Player logs. • On the .FTP (date) log, at about the time you expected the Player to pull down the new info, does it say “no download required – database is up to date”? If it does this means that the player has determined that Counter number on the Players database is higher than the Counter number found on the database on the FTP server. Therefore, no database download occurs, and no content download occurs.
16. SOLUTION: If the logs show that “no download was required – database is up to date”, then you need to do as follows::
    1. Copy the mdb (database file) from the Manager PC to the Player PC by following the procedure shown in the FAQ titled “Error Messages/ Error 3343” – it’s easy IF you have taken our advice and installed LogMeIn you can do it from a remote location, or if you do not have remote access, you may have to use a memory stick to transfer the mdb file. Full instructions given in the FAQ titled “Error Messages/ Error 3343”
17. TRANSFERRING FILES: Do not use your own ftp program to transfer files etc - Digital Recall Manager and Player have built-in FTP communications, to transfer DR files. If an external FTP program is used, then the Players will not be updated with the correct database and/or content. All updates must take place using our software and the procedures in the Manuals. Only use external FTP software, e.g. filezilla, to check that content has been uploaded to FTP server correctly, NEVER to transfer content.
18. WINDOWS MEDIA PLAYER ISSUES: USERS OF WINDOWS MEDIA PLAYER (WMP) IN A VERSION OTHER THAN ENGLISH - We have been advised by a couple of users that they have located a problem playing videos when using WMP in Brazilian Portuguese, French, Russian and Swedish. When they change the Player PC to WMP version 11 English version, the problem playing videos is corrected. Update the database on the Player/s by forcing a download of the new database to the Players (Player Manual: Digital Recall Player Settings/ Step 3).
19. Still maybe an FTP issue? – Sometimes, even if there is a successful “Test Connection”, some FTP’s services block connection. See the FAQ “FTP not connecting/ Points 4,5,6 & 7.
20. Files TOO large?? - Your FTP service may have a limit on file sizes you can transfer. Some services have a maximum upload limit and will "time out" if your upload exceeds that limit. No transfer will occur. Check with your FTP provider.
21. As a final test to determine whether the problem is with the FTP service or not, set up your system as a LAN – See User Manuals. If that works, then the problem is definitely with your FTP, and you may need expert help from someone who is experienced setting up PC systems.
22. Restart the Player PC
23. Using Netgear ReadyNAS? the NetGear ReadyNAS does NOT cater for Daylight Saving Time. NetGear allows altering of the timestamp on the device itself ... this would need to be done twice annually.Workaround: Switch off auto DST on the Players and the Manager PC (Special thanks to George Proost for finding that one!!)
24. See under the FAQ titled "Problem playing adverts"/ "Black screen ..."

Whilst you can use an existing PC for the Manager Software, we suggest a dedicated PC for the Player PC. Each Player PC can have multiple monitors attached, with each monitor playing it's own independent content. Obviously, the number of monitors you can attach to each Player PC is hardware dependent. If you want more than 1 monitor, then you will need a multi-head graphics card. Don't forget that the more zones and/or monitors you have the more processing power the PC requires. We suggest minimum dual core, however you may need a higher specified PC. ATOM CPU's are generally not recommended for Digital Signage applications.

1. Right-click on “Start Digital Recall Player” on the Player desktop.
2. Select “Properties” from the drop-down list.
3. On the Properties window, select the “Compatibility” tab.
4. In the “Compatibility mode” box, tick “Run this program in compatibility mode for:” and select “Windows XP (Service Pack 3)”
5. Click OK.
6. You can then start Digital Recall Player.
7. Remember to turn off User Account Control, otherwise you will always be asked if you want to run this program when it starts up.

1. Download the Manager Software onto your desktop. You can get the link to the Manager Software by following the Download Free Software" link on our website, or click on this link.
2. Make sure that you use the same version of Digital Recall on Manager & all Players.
3. Install the Manager Software from your desktop.
4. Close Manager Program.
5. Now enter the Additional Option Registration Details that you received when you purchased the code(s).
   1. After entering the code, if you get an error message as follows: “This E-mail address and Licensee Name is different to the previously registered E-mail address and Licensee Name”, please do the following in order to clear out any old data in the fields (which are causing this message):
      1. “Delete All”; Then “Close”; Then “Exit”
      2. Reopen Digital Recall Manager and copy and paste the Registration details (from the email you received containing your Registration Code).  This is described on page 2 of the Additional Options User Manual (which you received when you purchased the code(s)). - All fields are case and space sensitive. Please do this carefully.
6. Now proceed as follows: If you cannot access the c drive from your "old" Manager PC (because its crashed and "died")
   1. From FTP or LAN (or from the Player PC if relevant)
      1. Copy the database file to the database folder on the Manager PC (c\digitalrecalldss\data)
      2. Copy the contents to the contents folder on the Manager PC (c\digitalrecalldss\content)
      3. You may also need to copy the Settings to the settings folder(c\digitalrecalldss\settings)
7. If you can access the c drive from the "old" Manager PC (example: you're changing to a new Manager PC)
   1. From the "old manager PC
      1. Copy the database file to the database folder on the new Manager PC (c\digitalrecalldss\data)
      2. Copy the Contents to the contents folder on the new Manager PC (c\digitalrecalldss\contents)
      3. You may also need to copy the settings file to the settings folder (c\digitalrecalldss\settings)
8. You will probably need to re-enter the FTP/LAN settings - Test Connection from manager (to FTP/LAN), and Test Connection from Players.
9. Assuming "Test Connection" is good,Restart Digital Recall Manager
10. Make a change to a schedule & upload as normal.
11. REMEMBER - Your License permits you to have the codes installed on only ONE Manager PC at any one time.

1. Consult the Manager User Manual. Go to the Section "Updating to a newer version of Digital Recall".
2. You must install the new version on BOTH the Manager PC and the Player PC's - if you have "mismatched" version numbers, the Players will not update.
3. BACKUP OLD VERSION: Although we thoroughly test our Software it is possible (as with all software) that there may be bugs. We will attempt to correct any bugs. As a backup, we suggest that BEFORE you install the new software you do as follows:
   • On the Manager PC go to c\digitalrecalldss
   • right click on that folder and "copy"
   • now paste that folder and change the name of that pasted- copy to c\digitalrecalldss_old.
   • You will now have 2 folders one under the other c\digitalrecalldss AND c\digitalrecalldss_old
   • You will now have a full backup of the files that existed before you did the upgrade, so that IF there are any issues, you will retain the ability to go back to your previous version.
4. Always read the Version Notes (see link on Home Page of our website).

• a) For avi files: To find out exactly which codec is required by Windows Media player, just download G-Spot (freeware) and point it to the AVI file. It will give you the name of the video/audio codec(s) you need, and then you can just Google for them. You can download G-Spot at: http://www.free-codecs.com/download/GSpot.htm
• b) Always ensure you have the latest XVID codec installed on your system http://www.xvidmovies.com/codec/ .
• c) This link contains the latest codecs. With the K-Lite Codec Pack you should be able to play 99% of all movies. http://www.free-codecs.com/download/K_Lite_Codec_Pack.htm. If necessary you may need to download Klite Codec Pack Full.
• d) USING VISTA? - You MUST use Vista Codec Pack - download from here: http://www.free-codecs.com/download/vista_codec_package.htm
• divx files: Ensure that you have installed the latest Windows Media Player (11); and that you have installed the latest DivX codec from their website; and that you have set up Windows Media Player as the default player for DivX files (right-click on the divx file, select ‘open with’ and select ‘Windows Media Player 11’, ensure ‘always use this program for this file type’ is ticked)

This FAQ is only if  the Player has been downloading updates from the Manager (LAN/FTP) in the past with no problem, and has suddenly stopped after working fine for a while.

1. Please go to System Status button in Manager and Click on Refresh System Status. Check what the Manager Database Counter is, and what the Player Database Counter is.
2. If the Manager Database counter is LOWER than the Player Database Counter, then it means your database has become damaged (or you may have transferred a database into the folder).
3. If it is lower, then, when Player looks at the database it is saying "My database is a higher number, I therefore will not download this new database"
4. IF that is the case, then we need to remedy this as follows: a) Close Manager Program b) Copy the database from Player c\digitalrecalldss\data TO Manager c\digitalrecalldss\data. c) Open Manager. d) Then do a change to the schedule in Manager and upload.
5. If it is NOT the case, then it may be an issue in different date formats between your Manager; Player and FTP. Please change Regional Settings on your Manager and Players to, say, UK (dd/mm/yyyy h:mm:ss - even though you are not in the UK) - and then try the whole process again from the start. Do NOT use a 24hr time format. Use a 12 hr time format.
6. If that still does not address the problem, then see this FAQ for other items to check. Please take the time to do so BEFORE you contact us, as we will need to direct you to follow these steps in any event,

1. Multiple Formats in a Loop?
   1. If your Loop freezes at a particular advert all the time, then you know that that particular ad format (or simply just that ad) is the problem. Remove that particular ad, and see if the loop still sticks. If it does, remove all das of that format and see if the loop still sticks.
2. For avi & wmv & divx & MPG files
   1. You will probably need to purchase the "Play Windows Media" option for most of these (see under Additional Software Options on our Home page). Regarding AVI - Please see the next FAQ "Some .avi do not play on the free version of the Software - Why?"
   2. AND
   3. You must ensure the correct codec is installed on BOTH the player PC & manager PC. Codecs are required to encode and/or decode (play) audio and video. Google "Codec packs".
   4. To find out exactly which codec is required by Windows Media player, just download G-Spot (freeware) and point it to the AVI file. It will give you the name of the video/audio codec(s) you need, and then you can just Google for them. You can download G-Spot at: http://www.free-codecs.com/download/GSpot.htm
   5. Always ensure you have the latest XVID codec installed on your system http://www.xvidmovies.com/codec/
   6. This link contains the latest codecs. With the K-Lite Codec Pack you should be able to play 99% of all movies. http://www.free-codecs.com/download/K_Lite_Codec_Pack.htm For divx see next. For Klite Codec Packs see here
   7. divx files: Ensure that you have installed the latest Windows Media Player (11); and that you have installed the latest DivX codec from their website; and that you have set up Windows Media Player as the default player for DivX files (right-click on the divx file, select ‘open with’ and select ‘Windows Media Player 11’, ensure ‘always use this program for this file type’ is ticked)
   8. Check that there is not a compression error. a few customers have found that an error in compressing the ad results in freezing.
   9. MS Vista Codec Pack can be downloaded from here: http://www.free-codecs.com/download/vista_codec_package.htm
3. Is the file format supported by our Software?
   1. See Home page - Free Software/ Information, AND,
   2. See "Additional Software Options" - Play Windows Media, PowerPoint, Word Excel etc.
4. For .swf/ Flash files - Does the .swf comply with the required Specifications? 
   Note: the swf MUST be authored in Macromedia Flash 10 or lower. See side menu.
   1. Koolmovies or Firestarter will NOT work.
   2. Do you have Flash Player 10 installed on the Player PC??  Please see point 3 of this FAQ 
   3. Can I convert files to swf (using conversion software) and then play the swf?. NO. Conversion software is intended for web based applications. It's output is not suitable for our Software.
5. Using Windows Media Player - Portuguese language version (or Swedish)? - Change to WMP v11 English version. We have been advised by numerous users that WMP Portuguese results in black screen; stuck videos etc. Why? hey ... who knows?
6. PowerPoint files: see under FAQ's/ Additional Software Options/ PowerPoint
7. Also see the FAQ below - "Why do I get a Black screen..."
   7. Using Celeron etc Out hardware spec calls for minimum Pentium 4. Large .avi & .wmv files may "freeze" if Celeron is used

1. Make sure you are using the latest version of our software.
2. Are you using Windows Media Player English version 11? We have been advised by a few of users that they have located a problem playing videos when using WMP in Brazilian Portuguese, Swedish, Russian & French. When they change the Player PC to WMP version 11 English version, the problem playing videos is corrected. Solution: If you do not have WMP English version on your PC, install WMP v11 English version onto your PC. See if that addresses the problem
3. Ads (jpegs)  or PowerPoint ads freeze after hours of working fine. PC not frozen, just the ads do not move.
   1. Main Cause 1: Certain European Regional Settings & 24 Hour clock can cause freezing (Strange but true). Solution 1: Change Regional Settings (in Control Panel) to English United States or English Ausytralia, and 12 hour clock. Yes - we know. Sounds silly but ... it's been a cause with a few users! Do it please.
   2. Cause 2: The Virtual Memory on the Player PC may be too low.  Solution 2: Increase the Virtual Memory on the Player PC. See the process by Googling "How to increase virtual memory on XP/ Vista/ Windows7 PC" (Note: select which of the 3 Operating systems is applicable).
4. Using Flash (swf) ads? - If these are published using CS3 (AS3) it may freeze - Please see this FAQ
5. Is Flash 10 Player installed on the Player PC?
   1. This may be the cause of the problem. It is widely experienced. See this Post, and Google "freezing using Flash 10". Solution: Uninstall Flash Player from your Player PC. Digital Recall does not need Flash to be installed on the Player PC in order to Play Flash files.
6. 4 AM Restart: When you setup the Location, ensure that you select the "PC Restart at 4am" option - Restarting flushes the RAM.
7. Memory Leak: If you are displaying a URL, or a RSS Feed, or one of your ads/ content may have a memory leak. On the Player PC, check the Task Manager/ Processes/ DigitalRecallPlayer.exe to see what the memory usage was at the time of freezing.
8. Freezing may also be caused by overheating of the PC (because of a low rated power supply, or dust etc) or because of the Graphics card.
   1. Google search your Graphics card as follows: "freezing using (card name)" to see if there is a general problem using your graphics card
   2. To check for overheating that causes freezing - SEE this link http://forums.pcpitstop.com/index.php?showtopic=146162. Scroll down until you get to the good stuff! It tells you WHAT to check, and HOW to check it. It is essential that you check the above link!
   3. Dust in your PC will lead to overheating etc. Open your PC and look if the area around the fan etc are caked in dust! That causes heat build up & freezing.
9. System errors or freezes while using Adobe After Effects on Windows XP - See this link: http://kb.adobe.com/selfservice/viewContent.do?externalId=332589&sliceId=1
   1. Flash File Memory leak may cause freezing: See this link http://www.gskinner.com/blog/archives/2005/10/major_flash_pla.html
   2. ISOLATE BY REMOVING ALL FLASH FILES FROM LOOP AND USING A SIMPLE JPG TO SEE IF THE ERROR/PROBLEM STILL OCCURS. IF IT DOES NOT - IT'S THE FLASH FILE.
10. Updating motherboard chipset drivers may assist. See last post in http://forums.nvidia.com/index.php?showtopic=7840&hl=video+freezing ... "If you have this problem, update your motherboard chipset drivers. It's as simple as that. I have a VIA chipset so I went on VIA's website and got their latest chipset drivers. And bingo, no more video freeze".
11. Processors with lower specifications(eg P4; Celeron or ATOM) may cause problems. The type of formats you are playing, and the number of zones / monitors that the Player PC is controlling will necessitate better performing CPU's. We suggest dual core as a minimum.
12. If your PC or Operating System does not comply with the specifications this may be the cause - see the FAQ titled "Hardware & Software Specifications" and also the side menu Menu on our website "Setting Up Your System"
13. Using a Laptop? The graphics management package may be clashing with the built in laptop power management software, but does so only when media player is running. Removing the Graphics management software seems to fix the problem.
14. To trouble shoot monitor & video card problems try here: http://windowshelp.microsoft.com/Windows/en-US/Help/2582c444-448c-4fb5-ba0c-d753f88d64791033.mspx.

1. When you use an existing file name, the system thinks the advert already exists, so will not upload it again.
2. To re-upload a newer jpeg (or other advert file) of the same name, user must click "Mark for Upload" on the "Advert" screen for that advert. Ensure/ check the date of that jpg file is newer than the one that was there, or the Player will not recognise it as a new file, and will not download it. 
3. If it still doesn't upload, change the advert file-name slightly and treat it as a new advert, & load it onto the system and into your loops etc- see Manual.
4. Editing a PowerPoint (PPT) advert  of the same name should result in the PPT file-itself having a newer date (as a result of the editing process) and can then be uploaded and played correctly. You should test this yourself first. If necessary use the "Mark for Upload" in The Adverts screen. BEFORE uploading you will still need to reselect that PPT file in "Adverts" screen (by clicking on its name in "Adverts") in order to allow the system to recalculate new length/ duration of the edited PPT. If you don't, you risk getting a message 'end of slideshow reached', and it will not loop.

1. Malware: This may be as a result of malware on the PC see this link
2. Video card/ Drivers: This may be a driver or video card issue - Google "pc freezes with (video card name & model)".
3. Webpage refresh: If the brief freeze/ unfreeze is occuring when your system is playing a webpage, then it may be the webpage refresh that is causing the freeze/ unfreeze

1. If you do not have the Zones/ Split Screen option activated, then you must go to the Manager and click on "About" (at the top of the Manager screen). Then click on "About Digital Recall Manager". You will see a checkbox that says "Stretch Image to Fit". Check it. Do a  normal upload after that. (Available from Version 4.0.0.32)
2. If you have activated Zones/ Split screen (either by itself or as part of a Pack), then ensure that you have set the Zone to "Stretch Image To Fit" as per the Instructions contained in the Manual that you received for the Additional Software Options.
3. IMPORTANT NOTE: Some file formats (see below)  will not stretch to fit  even if the box is checked, or the Zone is set to "Stretch image to Fit". These files can be made to expand, but cannot be stretched in one dimension only so as to change their aspect ratio. You must either match the zones’ aspect ratio to your file, or the files aspect ratio to the Zone. This means that if the file is created in 4:3 aspect ratio and want to display it in wide-screen (16:9), you will find that there are spaces on the side. Why?
   1. DR Manager and Player use the installed copy of Windows Media Player to play AVI,MPG & .wmv files. Windows Media Player does not have the ability to stretch video to fill a screen. This can be seen by opening an MPG, WMV or AVI file using Windows Media Player, then selecting “full screen”. You will notice that black bars appear above and below the image (or to the left and right if the picture is too high for the screen), however the image itself does not change it’s aspect ratio to fill the screen completely.
   2. We recommend:
      1. setting up a zone that matches the aspect ratio of your AVI, WMV or MPEG, or
      2. embedding your AVI, WMV or MPG in a flash file or Quicktime file, which can be stretched.
      3.  Also, unless PowerPoint files  are created in the correct aspect ratio, there will be a space on the sides or below/ above depending on the aspect ratio in which they are created. To get a PowerPoint file to stretch you will need to convert it to .mov. Try using Moyea PPT to Video Converter for this. We do not endorse or warrant that this product is suitable, and get NO benefit for recommending it. For more information on this please see this FAQ

1. A common cause is that the FPS is too low or too high - see here http://en.wikibooks.org/wiki/Beginner's_Guide_to_Flash_Professional_8/Video/Using_Flash_Video_Encoder
2. Check that you have a Stop () at the endf of the last frame - if not, you will have flickering.
3. Also go to http://search.microsoft.com  and enter "Jerky video" in the search field.

1. Right-click on “Start Digital Recall Player” on the Player desktop.
2. Select “Properties” from the drop-down list.
3. On the Properties window, select the “Compatibility” tab.
4. In the “Compatibility mode” box, tick “Run this program in compatibility mode for:” and select “Windows XP (Service Pack 3)”
5. Click OK.
6. You can then start Digital Recall Player and this error will no longer appear.
7. Remember to turn off User Account Control, otherwise you will always be asked if you want to run this program when it starts up.

1. Close the Player
2. There should be an icon on the desktop called Setup_DigitalRecallPlayer. Double click on it and re-install the Player software on the Player PC
3. Restart the Player. 

If the error persists, then try a complete uninstall & re-install of both Manager PC & Player PC's as follows:

1. Close both programs
2. Go to Control Panel & remove/ uninstall the programs
3. Re-install Manager Program & follow the User Manula
4. Re-install Player Program & follow the User manual.
5. See if that addresses the problem.
6. If not, Contact Us

1. Check that you have numbered the Monitor in "Location" as "1".
2. Check that you have set the Player to start on the monitor number that you have shown in Locations. (When you start the Player, click "Settings", look at what Monitor number you have set the Player to start on. If you've specified Monitor "2", but don't have such a monitor specified in "Location", then this error will appear). 
3. If you have a dual headed video card, make sure that you have coordinated the Monitor numbers between Locations; Player settings & the Display Properties in Windows. By clicking "Settings" / "Identify Monitors" you will see what number is the primary monitor. If you have set the Player (in "Locations" screen) to start on Minitor 1, but you have made monitor 2 the primary monitor, you will get this error. The monitors must be set out horizontally in Windows.
4. Restart the Player PC

1. Check FTP permissions - Ensure you have full read and write permission for the Digital Recall folder and all subfolders (you may need to ask your ISP provider) .
2. Turn off any anti-virus and firewall software you have installed, as this may be blocking access to some of the downloaded files.

1. Check your Player log file for that day to see if any errors were logged. You will find this on your Player PC at c\digitalrecvalldss\logs. Look at the log called PLAYER.(Date of the error).
2. Remove any .sta files from the c:\digitalrecalldss\data folder on the Player.
3. Remove the file called rssrefresh.txt in the c:\digitalrecalldss\settings folder in the Player if it exists
4. Also ensure you have full read/write privileges to the c:\digitalrecalldss folder and all sub-folders.
5. Try remove all files in the sub-folders of c:\digitalrecalldss\download (not the folders themselves).
6. Report back to us to advise if resolved.

1. First thing to try is to ensure all DR programs are being run as an Administrator. This is essential!
2. Are you using the "Root Folder" option in the settings for your FTP? If you are, you MUST upgrade to Version 2.99 (or higher) of our software. Look at the FAQ "Installing a new version of our software over an existing version" BEFORE you dive into it
3. Now test whether it works.
4. IF you are NOT using the Root Folder option, OR If you have upgraded to Version 2.99 or higher and still have the same Error then:
   1. Are you using a LAN? Check that you have set up the shared folder as we have specified in the Manager Manual. If not, you will experience this error.
   2. Are you using Windows Vista? If you are, it is probably a "permissions" issue which is causing this error. Google search "disable Vista permission". You'll see that this "permissions" issue is a big "hassle" on Vista. Now decide what action you want to take in order to maybe disable the permissions.
5. NOTusing English on your PC? Action: Check the notepad file in c\DigitalRecallDSS\Settings\DRPlayer. If you have a language other than English, it will change the "True" and "False" to that other language. This causes a problem.
   1. Solution: Ensure the the following lines in the Notepad are as follows:
   2. ConnectInternet=True and SamePC=False
   3. You must use uppercase "T" and uppercase "F".
   4. Note: This "language problem" should not occur after Version 3.00, but check it in any event.

To do this, follow these instructions:

1. Using Windows Explorer, go to your \windows\system32 folder (on Manager and Players where this error is occurring).
2. Rename the existing msvidctl.dll to msvidctl.dll.old.
3. Answer “Cancel” to any prompts Windows gives about replacing system files or inserting installation CDs.
4. Confirm that there is now NO file called msvidctl.dll in the \windows\system folder.
5. Reinstall Digital Recall Manager (or Player).
6. After the installation is completed, confirm that msvidctl.dll is now present in \windows\system32.
7. Run Digital Recall Manager, open the Adverts screen and confirm that the screen now opens with no error.
8. If the error persists, from the Windows Run menu, run “dxdiag” (Microsoft DirectX diagnostics) and at the bottom of the screen that is shown, confirm that the version of DirectX on this computer is at least version
9. If not, please download and install the latest DirectX version from Microsoft’s website.

1. Images that are in CMYK color mode may cause this. Correct this by changing the image mode to RGB Color. We have found that this works. CMYK is used for printing. RGB is used for display.
2. If the above does not work, then try saving the picture as a BMP (rather than as a jpeg). (This problem is recognised by Microsoft in there customer support section - http://support.microsoft.com/kb/175918)

Cause: Invalid date format in one of the log files that has been downloaded onto the Manager. May be caused because of the default language setting on the Manager PC. We know this can happen if the default language is Italian or Norwegian (but there may be others).
Solution:

1. Change the date format on Player PC AND Manager PC to the preferred format dd/mm/yyyy. This should also be the format used by your FTP.
2. You may need to change your default language setting to English (because in some languages the month name can cause the error)
3. Delete all play log files on the Manager PC in C:\DigitalRecallDSS\Logs folder (i.e. all files ending in ".play.log"). Doing this will remove the invalid -format logs that have been downloaded onto the Manager (otherwise the error will continue to occur if they are still there).
4. You will now have to wait for new Playlogs to be generated by Player PC and uploaded to Manager PC. This happens regularly through the day at the same time as the “check for updates”. You can see this if you go to the Player PC and look in the folder c\digitalrecalldss\logs. Look at the logs called UPDATER.dd-mmm-yyyy.
5. After waiting for new logs to be generated by your Player please go to the Playlogs feature on Manager and Download Playlogs again, and run the report.
6. See if this error continues to occur.

• May occur on some avi files. Cause unknown and may have something to do with the way these files are compressed/ decompressed or compiled.
• May occur on a PowerPoint File.
• To determine the cause further, have a look in the Windows Event Viewer to see if you can find out what would be causing the crash. To do this go to Control Panel > Administrative Tools > Event Viewer > Application and look for any entries with a red cross, indicating an error. Double-click that and send us screenshots of these errors showing Digital Recall as the program, or QuickTime etc.

Solution: Attempt to create the file again. If that does not work try and save the file as a different format and try that. Maybe .mov.

1. Please remove (or rename) the c:\digitalrecalldss\data\update\digitalrecall.mdb file (note it's in the Update folder - contains the empty structure database file).
2. Then re-install the latest version of Digital Recall Player on that PC and confirm it then starts up normally and upgrades the database normally.
3. If this still fails, then simply copy the c:\digitalrecalldss\data\digitalrecall.mdb file from a correctly-upgraded player onto this faulty one, and then you should be fine.

1. Remove the Digital Recall manager from your PC (by going to the Control Panel and Using the Add/Remove Programs)
2. Reboot System
3. Check to see if the folder c\digitalrecalldss still appears on your Manager PC - It should not. If it does, you must delete it, then Reboot the Manager PC again.
4. Then reinstall the Manager Program by following this process.
5. If the error does not happen again on the new install, then follow the above link top ensure that you have Manager & nplayers all on the same version number, and that Manager has the correct database and content in its folders.
6. Here is a discussion on VB control problems as well as this may assist - read down a few postings for some "meaty" advice. http://www.vbmonster.com/Uwe/Forum.aspx/vb/21037/VB-User-Control-problem

Step by step as as follows:

1. Manually create reboot.txt (use Notepad to create a new txt file containing any data - a few letters will be ok).
2. Save this in a different location on your player, say c:\digitalrecalldss.
3. Create a batch file that *copies*, not *moves* reboot.txt from that location to the 'settings' folder so that the player shuts down.
4. Your batch file (named, e.g. copyreboot.bat) can then look like this: copy c:\digitalrecalldss\reboot.txt c:\digitalrecalldss\settings
5. Schedule this batch file (or run it using your own program that you use to power down your PCs) to run just before your PC must be shut down.
6. The player will shut down immediately, and then you can shut down the computer.

1. Check that the PC has not been set to automatically go into standby after a predetermined time of no activity.
2. Disconnect and reconnect all the cables between the PC and their monitors - ensure they are seated correctly and screwed in tight.
3. Does this issue happen every day? If yes, then maybe stop DR Player for a day on that machine and see if this issue still occurs - if yes, then definitely a hardware issue.

1. Check the log file on the Player PC at c\digitalrecalldss\logs. Check the log called FTP.dd/mm/yyyy  (the date that you think the multiple download is occurring). Check whether there is an error message regarding the file that you think is being continually downloaded.
2. If there is then:
   • Remove any files in c:\digitalrecalldss\download\data folder on the problematic player PCs.
   • Remove any files in c:\digitalrecalldss\download\content folder on the problematic player PCs. 
   • Remove all video files from the c:\digitalrecalldss\content folder, to force them to be re-downloaded (hopefully once only) and then they should be fine. 
   • Also ensure that the problematic Player PC's have full read/write permissions on the shared FTP folder.

• Ensure that you have Internet Explorer installed as the default browser on your PC.
• Ensure that the background color and font color are NOT the same!
• Ensure you have an internet connection

SITUATION 1: Digital Recall Manager automatically calculates the duration of your PPT file when you first add it to your "Adverts". It can only do this calculation to the nearest second. If your ad is slightly shorter than the calculated duration, this message will occur. (Note: it will always occur when you preview the ad in the "Adverts" mode in Manager) - See SOLUTION below.
SITUATION 2: If you have added the PPTX (or PPT) to Digital Recall as an advert, and then later changed the PPTX so that it’s duration is different, e.g. removed a slide, change duration of a slide, then the original advert duration (determined automatically by Digital Recall manager the first time you add that PPTX file) is now inaccurate. - See SOLUTION below. 

SOLUTION 1 for Situation 1: You need to manually reduce the "duration" of the ad by a couple of seconds. To do this, go to the Adverts button in Manager and select the PowerPoint file. Click "Edit". Change the duration by reducing it by a couple of seconds (from the automatically calculated duration). Click "Save". You'll see that the ad is then "Marked for Upload". Do an "Upload". Make sure that the ad appears in the list of items that will be uploaded.

SOLUTION 2 for Situation 1: If Solution 1 above does not work (it shluld!!) then  try the following (Thanks to http://www.carolscorneroffice.com for this solution. Follow the steps below to rid yourself of the black screen with the words "End of slide show, click to exit" at the top at the end of your presentation:

The “sunken frame” is a result of the HTML code in your web pages, and can only be removed by adding an attribute “{boder-style-none};” in your HTML code, like the example below. We have tested this and can verify that the web browser control in Digital Recall then displays without a border.
The code will look like this:

<HTML>
<HEAD>
<STYLE>
BODY { border-style:none;}
</STYLE>
</HEAD>
<BODY TOPMARGIN="0" LEFTMARGIN="0" SCROLL="no">

<!-- Place Your Content Here -->

</BODY>
</HTML>

1. Ensure that you have a good strong signal - a wek aerial/ signal will result in black screen.
2. Ensure you are following the intructions in tha Add-ons manual.
3. Ensure that you are entering the frequency in KHz NOT MHz

The Free version supports .avi, .mov, . jpg & bmp, and swf,. Note that .swf files MUST comply with the specifications shown on our website.
By purchasing the appropriate Additional Software Options you can also play the following additional formats:

• PowerPoint Word & Excel file formats;
• Live Digital TV;
• DVD;
• MPG, WMV, XVID, DIVX .
• You can also split your Monitor into Zones

Windows Media Version 11 (minimum) reqd. Use the English Version of WMP.
Correct codecs must be installed on each PC that will be playing these files. (See the FAQ on "Problem Playing Certain Formats")

See here

• .avi (note: some avi's require use of the Play Windows Media add on)
• .mov,
• .m4v,
• . jpg & bmp,
• .swf
• Note that .swf files MUST comply with the specifications shown on our website, and all codecs must be installed - see the FAQ's.

By purchasing the appropriate Additional Software Options you can also play the following additional formats: 

• PowerPoint Word & Excel file formats;
• Live Digital TV;
• Video Capture (TV cable box; external DVD player; VCR etc) & IP CameraDVD;
• Windows Media - MPG, WMV, XVID, DIVX .
• Webpage Player
• DVD
• Tickertape & RSS Reader
• Note: .asf format files can be played by simply renaming the extension to .wmv. You will need the Play Windows Media add-on to play the resultant renamed file.

Windows Media Version 11 (minimum) reqd. Use the English Version of WMP.
Correct codecs must be installed on each PC that will be playing these files. (See the FAQ on "Problem Playing Certain Formats")

Once you have hooked up your monitors via USB  you will see the monitors in Windows Display Properties. You can then add all monitors for that location (as described on page 26 of Managers User Manual) and schedule each one independently.

Parameters can be added to an advert in Digital Recall Manager, which is added to the file name when the advert is started.The advert file must contain code to process these parameters.

For example, you may want to pass through parameters for a Flash file containing another file name or value that the Flash file is waiting for, and will process based on code within the Flash file itself. Say you have a Flash file called myadvert.swf, and you want that file to display a jpeg file in the flash container, you may use a parameter like ?filename=myfilename.jpg, so that Digital Recall Player calls the advert file like this: c:\digitalrecalldss\content\myadvert.swf?filename=myfilename.jpg. The flash file must contain some code that can accept this value and perform an operation with it.

Digital Recall only passes the parameters you specify (if any) to these advert files; it does not actually do any processing of these files. Parameters can be specified in Digital Recall Manager for Flash files, Quicktime files, Windows Media files or web addresses.

1. Our software allows you to designate the times when you want the monitors to be black. This does NOT turn them off.
2. From Vesrion 4 you can also choose NOT to schedule anything over a specific time period. The screen will be black at that time. (IF however your screen has a green monitor (apparently some do), then it may show the green!! Watch out for that).
3. There is however 3rd party software that you may want to consider which actually turns your PC off and then on again at specified times. www.lifsoft.com Thanks to Brian from ispotme for this info.
4. You need to be sure that it works with the monitors that you have etc. We get no benefit by promoting this product.
5. Please refer to this FAQ if you experience powerdown issues with the 3rd party software
6. Our Player Software will automatically start playing once the PC is turned on.

Ads (such as swf/flash) must not be created with a transparent background. See the specs for creating ads.

We do NOT recommend using 64 bit Operating Systems. Please see the Specifications shown on our website

Our system is XP (SP3) , Vista & Win 7 compliant. 32 bit operating systems only. NOT 64 bit.
Digital Recall is not certified, nor has it been tested to run on a server operating system. We have however been advised that Windows Server 2008 may be suitable, but we do not vouch for that.

This is also addressed in more detail in the Player User Manual. Note: Do NOT use 64 bit Operating Systems ...
On the Player PC, DigitalRecallStarter.exe must be set to run in Windows XP compatibility mode as follows:

1. Right-click on “Start Digital Recall Player” on the Player desktop.
2. Select “Properties” from the drop-down list.
3. On the Properties window, select the “Compatibility” tab.
4. In the “Compatibility mode” box, tick “Run this program in compatibility mode for:” and select “Windows XP (Service Pack 3)”
5. Click OK.
6. Remember to turn off User Account Control, otherwise you will always be asked if you want to run this program when it starts up.

Yes. But do not use 64 bit Operating Systems....