We have gathered together the questions most frequently asked of the Technical Support Department regarding several of our products.

A.D.A.M. Interactive Anatomy Online

Adobe® Flash® 10 is a free download that is used to present high quality images and videos within the AIA online program. For additional information on Adobe® Flash® 10 please see their web site at http://www.adobe.com/flashplatform/.

If you are a single user (student or Instructor) go to the main login page of A.D.A.M. Interactive Anatomy and select Forgot Your User ID or Forgot Your Password. For your User ID you will be prompted for your email address you registered the product under as well as your secret question and answer. For your password you will be prompted for your User ID, Email address and secret question and answer. Select recover and you will be sent and e-mail with your current information.

If you are a user behind an institution's Internet contact your intuition's system administrator.

For technical questions concerning logins, contact techsupport@adamcorp.com. You will receive a response within 24 hours Monday through Friday.

A white screen when accessing the product is due to pop-up blockers not being or turned off for the product you are trying to access or the browser is not running in compatibility mode.

Please try Ctrl+alt as you open the link for the site.

Flash Player does not run in most 64-bit browsers. If you attempt to download the Flash Player in a 64-bit browser that does not support Flash Player, you will see a message from Adobe and a link back to an Adobe page. To install Flash Player, use a 32-bit Web browser on your 64-bit operating system. All major browsers are available in 32-bit versions and the Internet Explorer 32-bit browser is the default browser on Windows 64-bit systems.

Data Execution Prevention (DEP) helps prevent damage from viruses and other security threats that attack by running (executing) malicious code from memory locations that only Windows and other programs should use. This type of threat causes damage by taking over one or more memory locations in use by a program. Then it spreads and harms other programs, files, and even your e-mail contacts.

Unlike a firewall or antivirus program, DEP does not help prevent harmful programs from being installed on your computer. Instead, it monitors your programs to determine if they use system memory safely. To do this, DEP software works alone or with compatible microprocessors to mark some memory locations as "non-executable". If a program tries to run code-malicious or not-from a protected location, DEP closes the program and notifies you.

DEP can take advantage of software and hardware support. To use DEP, your computer must be running Microsoft Windows XP Service Pack 2 (SP2) or later, or Windows Server 2003 Service Pack 1 or later. DEP software alone helps protect against certain types of malicious code attacks but to take full advantage of the protection that DEP can offer, your processor must support "execution protection". This is a hardware-based technology designed to mark memory locations as non-executable. If your processor does not support hardware-based DEP, it's a good idea to upgrade to a processor that offers execution protection features.

Yes, but only if you leave DEP turned on for that program. Windows can continue to detect attempts to execute code from protected memory locations and help prevent attacks. In cases where a program does not run correctly with DEP turned on, you can reduce security risks by getting a DEP-compatible version of the program from the software publisher. For more information about what to do after DEP closes a program, click Related Topics.

To open System Properties, click Start, click Control Panel, and then double-click System.

Click the Advanced tab and, under Performance, click Settings.

Click the Data Execution Prevention tab.

By default, DEP is only turned on for essential Windows operating system programs and services. To help protect more programs with DEP, select Turn on DEP for all programs and services except those I select.

A.D.A.M. Inside Out

Adobe® Flash® 10 is a free download that is used to present high quality images and videos within the AIA online program. For additional information on Adobe® Flash® 10 please see their web site at http://www.adobe.com/flashplatform/.

If you are a single user (student or Instructor) go to the main login page of A.D.A.M. Inside Out and select Forgot Your User ID or Forgot Your Password. For your User ID you will be prompted for your email address you registered the product under as well as your secret question and answer. For your password you will be prompted for your User ID, Email address and secret question and answer. Select recover and you will be sent and e-mail with your current information.

If you are a user behind an institution's Internet contact your intuition's system administrator.

For technical questions concerning logins, contact techsupport@adamcorp.com. You will receive a response within 24 hours Monday through Friday.

A white screen when accessing the product is due to pop-up blockers not being or turned off for the product you are trying to access or the browser is not running in compatibility mode.

Please try Ctrl+alt as you open the link for the site.

Different toolbars, programs and browsers such as Internet Explorer, Yahoo, Google, Norton and AOL also contain pop-up blockers. Please be sure you have turned them off or allowed the program in all that you may be running on your computer.

Please also see these links for instructions:

http://www.microsoft.com/windowsxp/using/web/sp2_popupblocker.mspx

http://www.google.com/support/toolbar/bin/answer.py?hl=en&answer=9171

http://help.yahoo.com/l/us/yahoo/toolbar/features/popupblocker/basic/pub-07.html

http://help.aol.com/help/microsites/search.do?cmd=displayKC&docType=kc&externalId=219605&sliceId=1&docTypeID=DT_AOLFAQS_1_1&dialogID=716234704&stateId=1 0 716248332&radios=False

http://support.plato.com/kb/SupportArticles/12164.asp

Flash Player does not run in most 64-bit browsers. If you attempt to download the Flash Player in a 64-bit browser that does not support Flash Player, you will see a message from Adobe and a link back to an Adobe page. To install Flash Player, use a 32-bit Web browser on your 64-bit operating system. All major browsers are available in 32-bit versions and the Internet Explorer 32-bit browser is the default browser on Windows 64-bit systems.

Data Execution Prevention (DEP) helps prevent damage from viruses and other security threats that attack by running (executing) malicious code from memory locations that only Windows and other programs should use. This type of threat causes damage by taking over one or more memory locations in use by a program. Then it spreads and harms other programs, files, and even your e-mail contacts.

Unlike a firewall or antivirus program, DEP does not help prevent harmful programs from being installed on your computer. Instead, it monitors your programs to determine if they use system memory safely. To do this, DEP software works alone or with compatible microprocessors to mark some memory locations as "non-executable". If a program tries to run code-malicious or not-from a protected location, DEP closes the program and notifies you.

DEP can take advantage of software and hardware support. To use DEP, your computer must be running Microsoft Windows XP Service Pack 2 (SP2) or later, or Windows Server 2003 Service Pack 1 or later. DEP software alone helps protect against certain types of malicious code attacks but to take full advantage of the protection that DEP can offer, your processor must support "execution protection". This is a hardware-based technology designed to mark memory locations as non-executable. If your processor does not support hardware-based DEP, it's a good idea to upgrade to a processor that offers execution protection features.

Yes, but only if you leave DEP turned on for that program. Windows can continue to detect attempts to execute code from protected memory locations and help prevent attacks. In cases where a program does not run correctly with DEP turned on, you can reduce security risks by getting a DEP-compatible version of the program from the software publisher. For more information about what to do after DEP closes a program, click Related Topics.

To open System Properties, click Start, click Control Panel, and then double-click System.

Click the Advanced tab and, under Performance, click Settings.

Click the Data Execution Prevention tab.

By default, DEP is only turned on for essential Windows operating system programs and services. To help protect more programs with DEP, select Turn on DEP for all programs and services except those I select.

Anatomy Practice

Adobe® Flash® 10 is a free download that is used to present high quality images and videos within the AIA online program. For additional information on Adobe® Flash® 10 please see their web site at http://www.adobe.com/flashplatform/.

If you are a single user (student or Instructor) go to the main login page of Anatomy Practice and select Forgot Your User ID or Forgot Your Password. For your User ID you will be prompted for your email address you registered the product under as well as your secret question and answer. For your password you will be prompted for your User ID, Email address and secret question and answer. Select recover and you will be sent and e-mail with your current information.

If you are a user behind an institution's Internet contact your intuition's system administrator.

For technical questions concerning logins, contact techsupport@adamcorp.com. You will receive a response within 24 hours Monday through Friday.

A white screen when accessing the product is due to pop-up blockers not being or turned off for the product you are trying to access or the browser is not running in compatibility mode.

Please try Ctrl+alt as you open the link for the site.

Different toolbars, programs and browsers such as Internet Explorer, Yahoo, Google, Norton and AOL also contain pop-up blockers. Please be sure you have turned them off or allowed the program in all that you may be running on your computer.

Please also see these links for instructions:

http://www.microsoft.com/windowsxp/using/web/sp2_popupblocker.mspx

http://www.google.com/support/toolbar/bin/answer.py?hl=en&answer=9171

http://help.yahoo.com/l/us/yahoo/toolbar/features/popupblocker/basic/pub-07.html

http://help.aol.com/help/microsites/search.do?cmd=displayKC&docType=kc&externalId=219605&sliceId=1&docTypeID=DT_AOLFAQS_1_1&dialogID=716234704&stateId=1 0 716248332&radios=False

http://support.plato.com/kb/SupportArticles/12164.asp

Flash Player does not run in most 64-bit browsers. If you attempt to download the Flash Player in a 64-bit browser that does not support Flash Player, you will see a message from Adobe and a link back to an Adobe page. To install Flash Player, use a 32-bit Web browser on your 64-bit operating system. All major browsers are available in 32-bit versions and the Internet Explorer 32-bit browser is the default browser on Windows 64-bit systems.

Health Resources for Libraries – Public

Adobe® Flash® 10 is a free download that is used to present high quality images and videos within the AIA online program. For additional information on Adobe® Flash® 10 please see their web site at http://www.adobe.com/flashplatform/.

If you are a single user (student or Instructor) go to the main login page of Health Resources for Libraries and select Forgot Your User ID or Forgot Your Password. For your User ID you will be prompted for your email address you registered the product under as well as your secret question and answer. For your password you will be prompted for your User ID, Email address and secret question and answer. Select recover and you will be sent and e-mail with your current information.

If you are a user behind an institution's Internet contact your intuition's system administrator.

For technical questions concerning logins, contact techsupport@adamcorp.com. You will receive a response within 24 hours Monday through Friday.

A white screen when accessing the product is due to pop-up blockers not being or turned off for the product you are trying to access or the browser is not running in compatibility mode.

Please try Ctrl+alt as you open the link for the site.

Different toolbars, programs and browsers such as Internet Explorer, Yahoo, Google, Norton and AOL also contain pop-up blockers. Please be sure you have turned them off or allowed the program in all that you may be running on your computer.

Please also see these links for instructions:

http://www.microsoft.com/windowsxp/using/web/sp2_popupblocker.mspx

http://www.google.com/support/toolbar/bin/answer.py?hl=en&answer=9171

http://help.yahoo.com/l/us/yahoo/toolbar/features/popupblocker/basic/pub-07.html

http://help.aol.com/help/microsites/search.do?cmd=displayKC&docType=kc&externalId=219605&sliceId=1&docTypeID=DT_AOLFAQS_1_1&dialogID=716234704&stateId=1 0 716248332&radios=False

http://support.plato.com/kb/SupportArticles/12164.asp

Flash Player does not run in most 64-bit browsers. If you attempt to download the Flash Player in a 64-bit browser that does not support Flash Player, you will see a message from Adobe and a link back to an Adobe page. To install Flash Player, use a 32-bit Web browser on your 64-bit operating system. All major browsers are available in 32-bit versions and the Internet Explorer 32-bit browser is the default browser on Windows 64-bit systems.

Health Resources for Libraries - Academic

Adobe® Flash® 10 is a free download that is used to present high quality images and videos within the AIA online program. For additional information on Adobe® Flash® 10 please see their web site at http://www.adobe.com/flashplatform/.

If you are a single user (student or Instructor) go to the main login page of Health Resources for Libraries and select Forgot Your User ID or Forgot Your Password. For your User ID you will be prompted for your email address you registered the product under as well as your secret question and answer. For your password you will be prompted for your User ID, Email address and secret question and answer. Select recover and you will be sent and e-mail with your current information.

If you are a user behind an institution's Internet contact your intuition's system administrator.

For technical questions concerning logins, contact techsupport@adamcorp.com. You will receive a response within 24 hours Monday through Friday.

A white screen when accessing the product is due to pop-up blockers not being or turned off for the product you are trying to access or the browser is not running in compatibility mode.

Please try Ctrl+alt as you open the link for the site.

Different toolbars, programs and browsers such as Internet Explorer, Yahoo, Google, Norton and AOL also contain pop-up blockers. Please be sure you have turned them off or allowed the program in all that you may be running on your computer.

Please also see these links for instructions:

http://www.microsoft.com/windowsxp/using/web/sp2_popupblocker.mspx

http://www.google.com/support/toolbar/bin/answer.py?hl=en&answer=9171

http://help.yahoo.com/l/us/yahoo/toolbar/features/popupblocker/basic/pub-07.html

http://help.aol.com/help/microsites/search.do?cmd=displayKC&docType=kc&externalId=219605&sliceId=1&docTypeID=DT_AOLFAQS_1_1&dialogID=716234704&stateId=1 0 716248332&radios=False

http://support.plato.com/kb/SupportArticles/12164.asp

Flash Player does not run in most 64-bit browsers. If you attempt to download the Flash Player in a 64-bit browser that does not support Flash Player, you will see a message from Adobe and a link back to an Adobe page. To install Flash Player, use a 32-bit Web browser on your 64-bit operating system. All major browsers are available in 32-bit versions and the Internet Explorer 32-bit browser is the default browser on Windows 64-bit systems.

Interactive Physiology

Adobe® Flash® 10 is a free download that is used to present high quality images and videos within the AIA online program. For additional information on Adobe® Flash® 10 please see their web site at http://www.adobe.com/flashplatform/.

If you are a single user (student or Instructor) go to the main login page of Interactive Physiology and select Forgot Your User ID or Forgot Your Password. For your User ID you will be prompted for your email address you registered the product under as well as your secret question and answer. For your password you will be prompted for your User ID, Email address and secret question and answer. Select recover and you will be sent and e-mail with your current information.

If you are a user behind an institution's Internet contact your intuition's system administrator.

For technical questions concerning logins, contact techsupport@adamcorp.com. You will receive a response within 24 hours Monday through Friday.

A white screen when accessing the product is due to pop-up blockers not being or turned off for the product you are trying to access or the browser is not running in compatibility mode.

Please try Ctrl+alt as you open the link for the site.

Different toolbars, programs and browsers such as Internet Explorer, Yahoo, Google, Norton and AOL also contain pop-up blockers. Please be sure you have turned them off or allowed the program in all that you may be running on your computer.

Please also see these links for instructions:

http://www.microsoft.com/windowsxp/using/web/sp2_popupblocker.mspx

http://www.google.com/support/toolbar/bin/answer.py?hl=en&answer=9171

http://help.yahoo.com/l/us/yahoo/toolbar/features/popupblocker/basic/pub-07.html

http://help.aol.com/help/microsites/search.do?cmd=displayKC&docType=kc&externalId=219605&sliceId=1&docTypeID=DT_AOLFAQS_1_1&dialogID=716234704&stateId=1 0 716248332&radios=False

http://support.plato.com/kb/SupportArticles/12164.asp

Flash Player does not run in most 64-bit browsers. If you attempt to download the Flash Player in a 64-bit browser that does not support Flash Player, you will see a message from Adobe and a link back to an Adobe page. To install Flash Player, use a 32-bit Web browser on your 64-bit operating system. All major browsers are available in 32-bit versions and the Internet Explorer 32-bit browser is the default browser on Windows 64-bit systems.

Interactive Physiology CD/DVD Modules

A General Protection Fault can be caused by a variety of things. In our experience, the most common reasons are those related to display or video card drivers. General Protection Faults may also be caused by the sound drivers installed in your system.

If you are receiving an error in module GDI.EXE, you are most likely experiencing a problem with a display driver. Please consult your Windows User's Guide for information on checking and selecting a display driver.

The driver you have selected should be capable of 256 colors. Running the product in less than 256 colors will cause discoloration in the animations. You should also contact the manufacturer of your computer system or of your video card to see if updated display drivers are available. Many errors are corrected when updated drivers are installed.
In order to change to an alternate video driver, follow the steps listed below:

  1. Access the Control Panel from the Taskbar by selecting Start, Settings, Control Panel.
  2. Open Display by double-clicking on the icon.
  3. Select the settings tab.
  4. Select the Advanced properties.
  5. Click on Change.
  6. Click on Show All Compatible Devices.
  7. Note the original driver used (write it down).
  8. Select an alternate driver and apply it.
  9. Reboot the system and attempt to use the IP Module.
  10. Continue selecting alternate drivers till a driver works on your system.

If you are receiving an error message stating that a General Protection Fault occurred in the file tapipkb3.drv or aapipkb4.drv, you are experiencing problems with the sound drivers installed on your computer. You will need to contact the manufacturer of your computer or sound card to see about updating the drivers.

If you are using Windows 3.x, it is likely that you are running out of conventional memory. To remedy this problem, try running Memmaker from the MS-DOS prompt. If this doesn't work, change the properties of the Life's Greatest Mysteries Icon to point to the path D:\_setup\lgm\lgm.exe instead of D:\_setup\lgm\launch.exe.

Sound working improperly may be due to a conflict with MacroMedia's Director, the vehicle through which animations play, and other bitmap applications running simultaneously. A.D.A.M. Software is currently working with MacroMedia to resolve this issue. Until it is resolved, however, you must be careful not to run other bitmap applications while running the product.

The most popular bitmap application is desktop wallpaper. In order to hear animation dialogues, it is necessary for you to turn this feature off. Please consult your Windows 3.1x or Windows 95 user's guide for instructions on changing or turning off wallpaper.

If changing the wallpaper pattern does not work, please check that there are no other applications running before launching the product. If you continue to have problems, please check to see if you have a Voyetra driver installed for your sound card. If a Voyetra driver is in use, you should check with your sound card manufacturer to see if an updated driver is available.

If, after turning off wallpaper and updating your sound drivers, you are still experiencing problems with sound, please contact A.D.A.M. Technical Support.

Ensure that the QuickTime version that is provided on the CD is installed on the system. If the problems still persist, edit the QTW.ini file.
Edit the QTW.ini file located within the C:\Windows folder by following these steps.

  1. Open Windows Explorer (Start, Programs, Windows Explorer)
  2. Double-click on the Windows folder\
  3. Locate the QTW.ini file and double-click on the file.
  4. Add Optimize=BMP to the Video section. If a line already exists, then edit the line to display Optimize=BMP.
  5. Select File, Save then exit the window.

This problem is caused by the display settings. Change the display settings to reflect True Color (32 bit) and try playing the Virtual Professor again. The following are the steps to change the display settings:

  1. Click Start, Settings, Control Panel.
  2. Double-click Display.
  3. Click on the Settings Tab.
  4. Change the Color palette to reflect True color (32 bit).
  5. Click on Apply then OK.

Some new video drivers contain a conflict when using QuickTime versions 2.0x or 2.1.1. Interactive Physiology modules that use QuickTime 2.0x and 2.11 may experience either a Fatal Exception Error, General Protection Fault or the screen may simply freeze upon launching or anywhere within the product. The cause of this problem is new video drivers that conflict with programs using QuickTime. In very few cases, the problem will occur regardless of QuickTime version.

In most cases installing QuickTime version 2.1.2 or greater will resolve the problem. The most recent versions of QuickTime may be obtained through Apple's web site at www.apple.com/quicktime/. In the event that access to the Internet is not possible, contact Technical Support to obtain a copy of QuickTime 2.1.2 or greater. In the event that upgrading QuickTime does not solve the problem, contact Technical Support for further assistance.

Technical Support Numbers
A.D.A.M. Inc. (if purchased from A.D.A.M.) 770-541-5062 or email techsupport@adamcorp.com
(M-F 8:30 a.m. - 5:30 p.m. EST or email techsupport@A.D.A.M.)

Benjamin/Cummings (if purchased from Benjamin/Cummings) 847-486-2111
(M-F 8:00 a.m. ‚ 5:00 p.m. CST or email techsprt@awl.com)

This problem happens when Interactive Physiology files are left in the Temp folder. This usually occurs when the application is shutdown incorrectly. Please take the following steps to correct the problem.

  1. Exit out of the IntPhys-NERVII program (or which ever module you are using.)
  2. Ensure that all other applications on your PC are closed.
  3. Access the C:\Windows\Temp folder within My Computer (Double-click on the My Computer icon, open the C drive, open the Windows folder, and select the Temp folder)
  4. Delete all the files within the C:\Windows\Temp folder
  5. Access the C:\Temp folder within My Computer (Double-click on the
    My Computer icon, open the C drive, and select the Temp folder)
    Delete all the files within the C:\Temp folder
  6. Why does my CD-ROM spin and nothing happens when I launch one of the Interactive Physiology modules?
  7. A conflict exists between Apple QuickTime and Norton Anti-Virus. Since all Interactive Physiology modules use QuickTime, the result is, if you install and launch an Interactive Physiology module, the CD-ROM will spin, but nothing will happen. The solution to this problem is to disable Norton Anti-Virus while using an Interactive Physiology module.

Perform the following steps to disable Norton Anti-Virus:

  1. In the lower right corner of the Windows 95/98/NT taskbar, there should be some icons. This is your system tray. These programs start when the operating system boots.lace the mouse pointer over each icon, until you find one that has Norton Anti-Virus as its description.
  2. Right click on that icon to activate a pop-up menu.
  3. Choose Disable Norton Anti-Virus from the menu.

Note: The first step to solving any Macintosh problems should be to choose System 7.5 Only or System 7.6 (or 8.0, 8.1, etc.) Base from your Extensions Manager and restart. This will free up additional memory and will reduce the chance of an extension or control panel conflict, which are the most common causes of Macintosh problems.

If you receive the error message, "may not be enough memory," are unable to hear audio, or observe choppiness in video while using your A.D.A.M. product, you will need to quit all applications and reduce your system memory below 2MB. To do this, please try the following: Reduce disk cache to 32K and disable unnecessary extensions using the Extensions Manager Control Panel. Also, Virtual Memory can be turned on, but performance may be inconsistent or unreliable if you are not using a PowerMac.

If you are using Ram Doubler on a Power Macintosh, you may experience sound problems during animations in the Interactive Physiology Modules. To remedy these problems, try disabling Ram Doubler in your Control Panels.

If the animations play and there is no sound, please check the Sound Control Panel and make sure that the volume is set above zero. To do this:

  1. Select Control Panels under the Apple Menu.
  2. Double click on the Sound Control Panel.
  3. Move the Volume bar up to an acceptable level.
  4. If no sound is heard and you are running System 7.1.2 or greater, you must click and hold the Alert Sounds menu and select Volume.
  5. Move the Built In Volume bar up to an acceptable level.
  6. Close the Sound Control Panel and run one of the animations again. If there is still no sound, select the Speaker button at the bottom of the animation window and attempt to adjust the sound to a comfortable level.

If you are not using a PowerMac and are experiencing popping, static, or choppy sound, this is probably a result of operating the product within Virtual Memory. While Virtual Memory is the least expensive way to increase available system memory, its use can produce choppiness in multimedia animations. To check if Virtual Memory is on:

  1. Select Control Panels located under the Apple Menu.
  2. Select the Memory Control Panel. In the Memory Control Panel, there will be a section indicating if Virtual Memory is on or off.
  3. If Virtual Memory is on, select the off radio button.
  4. Close the Memory Control Panel.
  5. Restart your computer for changes to take effect.

Ram Doubler is another inexpensive alternative to real memory and may produce the same static or choppy sound in multimedia applications. Real memory is always preferable to virtual memory, or any other third-party software RAM expander. A.D.A.M. recommends a minimum of 8 Megabytes of real memory for the Interactive Physiology Modules.

This problem is similar to the conflict with the Speech Manager extension on the English Mac OS 8.0 and higher. Since the Japanese Mac OS 8.0 and higher does not contain a Speech Manager extension, the conflicting extension is the Inline Additional Function.

In order to fully operate the Interactive Physiology Module, access the Extensions Manager within Control Panels and disable the extension Inline Additional Function. After restarting the system, the Interactive Physiology modules will work correctly.

* Please note that this extension should be enabled after operation of the Interactive Physiology module is finished. The function of this extension is to facilitate Japanese Kana-Kanji change.

A.D.A.M. Interactive Anatomy 4.0 - No Longer Supported

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To learn more about online subscriptions, pricing, and licensing options for A.D.A.M. Interactive Anatomy, A.D.A.M. Inside Out, Interactive Physiology 10, A.D.A.M. Images, or Well-Connected, please contact us at adameducation@ebix.com.

For technical support for any of our products, please contact us at techsupport@adamcorp.com.

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