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Common Support Questions

Please review our list of common support questions below. Hopefully this will assist you. If you have a different query please complete the form provided. 

Vision (formerly ISIS Vision)

I have purchased a new computer - how do I transfer my Vision software to it?
The first thing you need to check is what version of installer disc you have. If it is older than v1.0026 then this will not work with a modern version of Windows. To order an up to date installer DVD click here: http://www.miccant.com/ourshop/prod_2545962-Replacement-installation-DVD-media-for-Vision.html

If you do not have an installer disc because you purchased a download copy of Vision then simply use the download link provided in the email we sent you when you originally purchased. Remember to de-activate your Product key on your old computer before trying to activate it on your new computer. If your old computer is no longer available please complete the form below so we can assist you further.

Once you have installed Vision on your new computer then you should perform a Restore of your previously backed up data so that it is available to Vision. Here is an article you may find helpful:
http://www.miccant.com/blog/read_156639/moving-your-isis-vision-data-between-computers-isis-vision-backup-and-restore.html

My new computer does not have a DVD drive - what can I do?
You can purchase an installer on USB memory stick. Here is a link:

http://www.miccant.com/ourshop/prod_3206089-Replacement-installation-media-for-Vision-on-USB-memory-stick.html

I have lost or broken my hardware dongle. What can I do?
You can purchase a replacement Hardware Dongle or you can purchase a Product Key. To understand the differences between using a dongle or a key please use this link: http://www.miccant.com/keyordongle.html

If you have lost your dongle and cannot return it to us then the cost to replace is higher than if you return the dongle to us for exchnage. Please use the following link to review the options available to you: 
http://www.miccant.com/ourshop/cat_714227-Miscellaneous-items-for-Vision.html

How can I transfer my system from 1 computer to another?
If you use a Hardware Dongle with your Vision system you can simply install Vision on a 2nd computer and plug the dongle into that.

If you use a Product Key be aware you cannot use Vision on 2 computers at the same time unless you purchase an additional activation for your key. If you wish to do this here is link:
http://www.miccant.com/ourshop/prod_3716249-Additional-Product-Key-activation-Software-Code.html

If you want  to transfer Vision from one computer to another, either temporarily or permanently then you must firstly de-activate your current computer's use of Vision. Do this by starting Vision and clicking the Help menu. Then click the item 'Deactivate Vision license on this computer'. You can then install Vision on another computer and use your Product Key to activate this new computer.

I forgot to deactivate the Product Key on my old computer and now I cannot use Vision on my new computer. What do I do?
I have had to re-format my computer and I did not de-activate the Product key for Vision. Now it will not start. What do I do? 

Please complete the form at the bottom of this page and send it to us. We will do this for you. Please include your Name and Product Key in your communication so we can locate your details on our web-server. Your Product Key was sent to you when you purchased

Akiva 

I have an old version of Akiva - how do I install this onto my new computer?
Refer to the email you were sent when you originally purchased. This will contain your Unlock Code. Please be advised that old version of Akiva will likely not install or run with recent versions of Windows. You can purchase an upgrade to the current version using this link:  http://www.miccant.com/ourshop/prod_2544832-Akiva-Upgrade-from-v1-to-v2-Electronic-download.html

My Akiva has stopped working and says it is Unactivated! I have tried activating but it will not let me
Please complete the form below to advise us and we will reset your Product Key for you. Please include your Product Key in your message below. 

I purchased a new computer - how can I transfer my Akiva v2 to it?
Please complete the form below to advise us and we will reset your Product Key for you. This will de-activate Akiva on your old computer and  allow you to activate on your new computer. Please include your Product Key in your message below. Then download and install Akiva on your new computer. Here is a page that contains download links for both the Windows and Mac versions of Akiva: 
http://www.miccant.com/thankyouakiva.
html

Families

When I click the Analyse button I do not see any graphs and charts and see an error message.
This is because an essential Microsoft software has not been installed correctly on your computer. Normally this is installed automatically whenever you install Families - but occasionally things can go wrong. To install this software open File Explorer and navigate to the folder you installed Families into on you hard disk. Open this folder and look down the list of files until you find one named MSCHART. Double-click this to install that software.

How can I transfer Families from 1 computer to another?
Please complete the form below to advise us and we will reset your Product Key for you. This will de-activate Families  on your old computer and  allow you to activate on your new computer. Please include your Product Key and Name in your message below. Then download and install Families on your new computer. Here is a page that contains download links for Families:
http://www.miccant.com/thankyoufamilies.html


If none of the above has resolved your query please complete the form below to contact us:

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