CD-ROM - FAQs

 

Q: After inserting the Employer CD-ROM the splash screen appears, however when I click the buttons to install or run from CD, nothing happens so I cannot install the CD-ROM, what should I do?

A: A firewall or other security software may be preventing the CD-ROM splash screen from functioning correctly. However it can still be installed by running the setup program directly from the CD-ROM.

1. Browse the CD-ROM (in Windows, open 'My Computer', right-click on the CD-ROM and select 'Open').

2. Locate the 'setup' program (the icon looks like a blue computer monitor with a green arrow and a yellow box next to it). Double-click this program to run it.

Once the installation is complete, you may need to create exception rules for your firewall or security software. If you do not know how to do this then contact your software provider.

Q: When launching the Employer CD-ROM I see a 'Technical Difficulties' error message in a yellow box.

A: To allow the Employer CD-ROM 2009 updated edition to work correctly through your firewall you may need to create exception rules to make the CD-ROM a trusted site.

If you are not confident to adjust your own firewall settings you should contact your firewall provider for advice.

If you have created Firewall Exceptions and still receive the Technical Difficulties error message please check the relevant steps below.

Q: I have just installed the Employer CD-ROM and removed the disc from my computer, and run the program straight away. The 'Technical Difficulties' error message appears in a yellow box, why is that?

A: Occasionally after installation, if the CD-ROM is removed straight away (or removed and then reinserted before installing) then the program may fail to launch even though it has installed correctly. This can be resolved by rebooting the affected PC and then retrying.

If the problem persists, and you have created firewall exceptions as detailed above, please continue with the relevant steps below.

Q: I receive the 'Technical Difficulties' error message when using the Employer CD-ROM on a Windows PC which uses a dial-up Internet connection (or has no Internet connection at all), what is the problem?

A: Please obtain and install the July 2009 Update which contains a fix for this problem. The Employer CD-ROM should then be able to run without requiring any changes to your Internet settings.

Q: I receive the 'Technical Difficulties' error message when using the Employer CD-ROM to work on a network with ISA Server, what is the problem?

A: Please download and install the July 2009 Update which contains a fix for this problem. The Employer CD-ROM should then be able to run without requiring any changes to your proxy settings.

Q: When launching the Employer CD-ROM I see an 'Application Difficulties' error message asking me to close and re-open the CD-ROM, what should I do?

A: Please try closing and re-opening the CD-ROM, and re-trace the steps you were taking when the problem happened, making a note of what you did. If the problem occurs again you will need to contact the Helpdesk (see the details below) but please have this information ready when you do.

Q: When I put the CD-ROM into the drive and open it on Mac OS X, nothing happens or an error message appears, what is the problem?

A: There is a known issue with the CD-ROM launcher on Mac OS X versions older than 10.4. The Employer CD-ROM can still be installed and used by double-clicking the 'setup' application on the disc.

Alternatively the problem will be solved by upgrading to the latest version of Mac OS X if it is possible to do so.

Q: I've noticed that the backup files saved by the Employer CD-ROM have become significantly smaller since installing the June 2009 CD-ROM. Is this normal?

A: Yes, the backup files are being compressed to a much smaller size. All the same data is still stored in each backup and nothing has been left out.