Technical Support

If you’re having a problem using one of our CDs or downloading one of our books, please take a look at the questions below, for solutions to the most common technical issues. (If you have a problem with an order, please go to our Shop FAQs section).

1. I bought a download from you but I can’t get it to work. Help!
2. I can’t get my CD to work. What can I do?
3. I am having issues getting Cantwell’s Memorials of the Dead to work.
4. I recently bought the 1851 Dublin City Census CD and I’m having problems accessing or printing the maps – what shall I do?

If you are still experiencing problems please contact customer support on support@eneclann.ie, or call us on +353 (1) 6710338 between 9am and 5pm Irish time.

1.I bought a download from you but I can’t get it to work.

[insert answer here]

2. I can’t get my CD to work. What can I do?
We publish our CDs using software called LivePublish. You may have your computer set up in a way that is preventing this from running properly. Run through this check-list in case any of the following are stopping the software from functioning as it should.

(i) Do I have the latest version of my web browser?
A browser is a software programme that helps you explore the internet. The most common browsers are Firefox, Internet Explorer and Chrome. LivePublish has been designed for recent versions of web browsers. We recommend you download the latest version of your browser.

If you have Internet Explorer version 6, Office XP and Windows XP this may interfere with the way our CDs interact with your PC. There are two things you will need to do to get around this problem. Firstly make sure you have the most recent Service Pack for Windows XP. To do this select Windows Update from Control Panel which will bring you to the Microsoft web site where you will find and can download this Service Pack. The second thing you need to do is download and install a patch we have developed. This patch is available by clicking here.

(ii) Are my browser’s cookies enabled?
If not then this could be the problem. A browser is a software programme that helps you explore the internet. The most common browsers are Firefox, Internet Explorer and Chrome. The default setting for most browsers is to have cookies enabled. If cookies are disabled then our CDs may not work. You can check whether your cookies are enabled by searching for information on cookies from your browser’s help menu, which will also tell you how to enable them if necessary.

(iii) Do I have the correct network protocol installed?
The network protocol called TCP/IP and Dial-up Networking are installed on most PCS, although some older AOL browsers do not use them. If TCP/IP and Dial-up Networking are not installed on your PC then our CDs may not work.

To install TCP/IP go to the Control Panel and select the Network icon. Next select ‘add’ and ‘protocol’. TCP/IP is listed under Microsoft. To install Dial-up Networking go to Control Panel > Add/Remove Programs. Select Windows Setup, and then ‘Communications’. Next check the box for Dial-up Networking, and click OK. You will then be asked for your Windows disk to complete installation.

(iv) Is your internet connection via a DSL or cable connection?
If so then the issue probably relates to the security settings on the PC or the DSL firewall. Security settings should be set to medium, and you may need to make sure the DSL firewall is set to allow you to access your CD-ROM drive.

3. I am having issues getting Cantwell’s Memorials of the Dead to work.
If you are having problems with the plug-in for the Memorials of the Dead by Brian J. Cantwell, released in December 2005, then you should download the following zip file. This file contains a new installer for the plug-in. Once the file is unzipped, run Setup.exe and follow the instructions to remove the plug-in. Then run Setup.exe again and follow the instructions to install it again. This should resolve any problems you are experiencing with incorrect reporting of hits when you carry out a search. Download BJC.Zip

4. I recently bought the 1851 Dublin City Census CD and I’m having problems accessing or printing the maps – what shall I do?
Grafixview, the programme used to view the maps, has been known to conflict with certain versions of Internet Explorer. The quickest resolution to this problem is to load the individual map files with a graphics programme like Photoshop or Paintshop Pro. If you don’t have either of these you can download them for free as trial versions. The individual map files are stored as TIF or JPG files in the folder called ‘Maps’ which can be found on the CD in the ‘edocs2′ folder. Just open these files in PSP and zoom in, crop and print as desired.

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>