CD-ROM help.
If you cannot find information within these pages which helps you to resolve your particular issue, please email:Schools.CD-ROMhelpdesk@pearson.com - include as much information as you can, ISBN, screenshots, system information etc.
If you are unable to email the support address, please telephone customer support during office hours on 0870 6073777. Please include as much information as possible - in particular, what you were doing when the error occurred (or what you are trying to achieve).
Send us the ISBN...
The ISBN is a 10 or 13 digit number that you should be able to find on the CD-ROM iteself, or on the back of the packaging. We publish many programs under very similar names - for example the title 'Exploring Science' covers 28 possible discs. Each disc will have a unique ISBN, and as such helps us to pin down the specific issues that you may face.
Send us a screen-shot...
Particularly useful if you have a long and detailed error message, it's probably easier to copy and paste the screen, than it is to transcribe the error text into an email.
- Mac users press SHIFT-APPLE-3 (this will create a picture on your desktop or HD named 'Picture 1'
- PC users press 'PrtScr' or 'Print Screen' (this will copy the entire screen to the clipboard.)
- Press Start > Run, then type mspaint
- Hit Return, then press CTRL-V to paste the contents of the clipboard into a new Paint document.
- Save the file as a JPG or PNG format.
Send us system information...
Occasionally, we may ask you for extended system information, there are tools which can be used to help you answer our queries:
- Mac users press SHIFT-APPLE-U.
- Double-click on System Profiler.app
- Click File > Save As...
- Choose System Profiler format (XML)
- Windows XP users:
- Click Start, click Run
- Enter the text msinfo32, then press Return.
- Once the tool has opened, click File, choose Export.
- Use a logical name and save as a text (.txt) file.
- PC Users download and run a utility* such as:
- Send a report as either plain text, or as RTF format.
* We do not recommend any third-party software as fit for purpose; you should satisfy yourself that any software or code that you download from the Internet is safe to use. Always follow safe computing practices and ensure that you protect your system from malicious code or accidental loss. Seek the guidance of your IT administrator before installing or running any new software.
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