Siliconcoach Software Support

Welcome to the Siliconcoach Support Centre, please choose the product you wish to get help with.

Uploader help

P&O CMD help

Specialized Data

Avanti+ DBF System

Contact Siliconcoach Support

Before you contact Siliconcoach, please ensure you have done the following.

Many software issues can be solved with a simple re-start of the computer or a software update. So please ensure your systems are up to date:

1. Is your Siliconcoach Software up to date? (How to find which version I am running)
   
2. If you have the latest version, have you tried doing a software repair?
   (How to repair you software?)
3. Is your desktop operating system up to date?
   (How do I update my Operating System?)

How to Update your Computer

Before sending an Error report to Siliconcoach Support it is a good idea to make sure your computer is fully up to date. Once up to date recheck to software. If the error still happens you will need to get it contact with Siliconcoach support for help on the error.

1. To update your computer start by clicking on the “Start” button in the bottom left of the screen.



2. Next click on “All Programmes” to get a list of all the programmes on your computer.



3. Towards the top of the “All Programmes” list the will be an option called “Windows Update”. Click on this and the Windows Update box will appear on the screen.



4. Once the windows Update screen is open you will notice that it will tell you if you have any update to install. In the example below I have 51 important updates to install on my computer.

Note: Depending on the last time Windows Update was run you could have quite a few updates to do. Each time you finish doing the bunch of updates restart the computer and recheck the updates, installing certain updates can open up other updates to install.

How to Capture More Information about your Computer

If you are experiencing issues with your software sometimes it is good to check that your computer meets the minimum specifications that we require to run the software. Also if your software crashes this can be very valuable support material about your computer.

1. Start by clicking on the Start Button in the Bottom Left of your screen.



2. Type into the search box “msinfo32” then click on the msinfo32 programme.

   

3. The system information screen will pop up and tell you lots of information about your computer.



4. You will then be asked where you would like to save the file. I recommend saving it to your desktop as this is an easy place to fine the finished file. Give the file a logical name (in the example below I have called the file “MyComputerInfo_ForSiliconcoach”. Once done click the “Save” button.



5. Once you click save a small box will appear telling you the progress. Let this finish before doing anything else.



6. Once the Programme has finished saving the file a file will appear on your desktop and look something like the image below. This file is now ready to be uploaded to Siliconcoach or attached in an email ready to be sent to Siliconcoach Support.

   

Note: Computer information is good but the more information we have the better we can understand the error you are getting.

How to capture a Debug report

A debug report is a powerful tool to help the developer determine exactly what is going wrong on the computer.

Note: The Debug tool is only available in the following software:

• TimeWarp4

• Dialed in Motion Running

• Dialed in Motion Cycling

• Avanti Plus

• Specialized BG FIT DATA

• P&O Clinical Movement Data

• Siliconcoach Live Uploader

Note: the steps in this tutorial are for TimeWarp4. However the steps are exactly the same for all the other Siliconcoach software that supports the Debug tool.

Step1: Hold down the “Shift” key on your keyboard and then double click on the software icon.

Step2: Continue holding down the shift key until you see a box like the one below appear on your screen. You can now release the “Shift” key.

Click “Yes” the enable debug logging on your computer.

Step3:Use the software normally in as few steps as possible to reproduce the error that you are seeing.

If the software crashes at any point allow the software to close and then repeat Step1 and 2 skipping this step (Step3)

Once you have seen the error occur in the software click the cross at the top of the software to close it down.

Step4: As soon as the software is closed down you will see a box appear on the screen like the one below.

Click the “Copy” button.

Step5: Choose an easy to find location (I would recommend the desktop as this is a very easy location to find the saved file). Give the file a sensible name and the click “Save”

Step6: Find the saved file in the location that you choose and attach it to and email and send it back to support.

With this file our developers should have a much better understading of what happening on your computer.

How to find Nalperion Licence Information

To find out what your old Nalperion licence is you can do this by opening up the activation manager

Note: This tutorial is for Pro7 but the steps are the same for any of our software.

Start by clicking on the start button in the bottom Left of your screen.

Next click on “All Programs” to view a list of programs installed on your computer.

Scroll down the list until you find “Siliconcoach Ltd” click that then click “Siliconcoach”. You will then see the Activation Manager in the list. Click on the Activation manager to open this up.

Once open you will see a licence number written into the box. Write this down and send it back to me. To find the Hardware ID of your computer click on “Configure Proxy”

Once the Proxy setting are open you will see a computer ID. Write this down and send it back to me.

How to do a print screen

Our software will crash and it is very useful for us to get a screen shot of the crash to better understand what went wrong. The steps below show how to take a screen shot of an error and save to file to the desk top for easy sending.

1. An error message appears on the screen.



2. Press the “Print Screen” button on your keyboard (on most keyboards it should in the same spot as the image below)



3. Next click on the Start button in the bottom Left of the screen.



4. Type into the search box “Paint” then click on the Paint programme.



5. When the Paint Programme is open click on the “Paste “ Button in the top Left of the screen. Your desktop image will then be pasted into the paint programme.



6. Next step is to Save the file. Click on the Small “Save” icon in the top Left of the paint programme. A box will then appear asking you where you want to save it.



7. Select a Logical place to save the file. I recommend saving it to your desktop as this is an easy place to file the finished file. Give the file a logical name (in the example below I have called the file “Screen Shot Of Crash”. Once done click the “Save” button.



8. A file will now be created on your desktop. This file is now ready to be uploaded to Siliconcoach or attached in an email ready to be sent to Siliconcoach Support.

Note: If you are sending a Screen shot remember to write down the list of steps you took to get this error. A screen shot is good but the more information we have the better we can understand the error you are getting.

How to Repair the Software

Repairing the software can sometime fix issues you are seeing with the software and are a good place to start when trying to get your software back up and running.

Note: the below instructions are for TimeWarp4 but the process is the same for all Siliconcoach software’s.

1. Start by clicking on the Start button in the bottom Left of the screen.

   

2. Next click on “All Programmes” to get a list of all the programmes on your computer.

   

3. Once the All programmes list is up scroll down until you find “Timewarp 4” click on this to show more options under it. Next click on “Uninstall timewarp4” (we won’t be uninstalling the programme)

   

4. Once open you will be given the options below. Select “Repair Application” and then click “Next”

   

5. When you see this screen just click “Next”

   

6. A screen will then appear showing you the progress let the finish going its thing before doing something else on your computer.



7. Once it has finished repairing a screen will appear telling you that the process has been successfully completed. Click the “Finish” button to close the program.

   

How To Find What Version of Siliconcoach you are running

Below are screen shots of all the different software’s for Siliconcoach.

Note: the version numbers in the screen shots are not the most recent versions of the software. It is just a guide to show you where to look to find your version number.

How to Save the Event Logs – System

Saving and sending the contents of the Event logs can be a useful way of seeing what your computer did when the software crashed. In the tutorial below it shows you how to save the System events from your computer.

1. Click on the start button in the bottom Left of your computer screen.



2. Type into the search box “Event Viewer” the click on the Event Viewer Programme.



3. The event viewer will open up on your screen. On the Left hand side you will see “Windows Logs” click on this to expand it. Once expanded you will see “System”. Click on this to bring up all the System logs.



4. Once the System Logs are open we need to save the report. In the top Left you will see an option called “Action” click on this and then click on “Save all Events As…”



5. It will then ask you where you would like to save the file. In the example below I have saved it to my desktop as this is an easy place to find the saved file. Click on “desktop” to change the save location to your desktop. Then give the file a meaningful name in the example below I have called it “Computer Windows Log Files”. Then click “Save”



6. Once you click Save it will ask you how you would like to display the information. Click on Display information for these languages” (English should already be ticked). Then click “OK”



7. Once the Programme has finished saving the file a file will appear on your desktop and look something like the image below. This file is now ready to be uploaded to Siliconcoach or attached in an email ready to be sent to Siliconcoach Support.

How to Save the Event Logs – Application

Saving and sending the contents of the Event logs can be a useful way of seeing what your computer did when the software crashed. In the tutorial below it shows you how to save the application events from your computer.

1. click on the start button in the bottom Left of your computer screen.



2. Type into the search box “Event Viewer” the click on the Event Viewer Programme.



3. The event viewer will open up on your screen. On the Left hand side you will see “Windows Logs” click on this to expand it. Once expanded you will see “Application”. Click on this to bring up all the Application logs.



4. Once the Application Logs are open we need to save the report. In the top Left you will see an option called “Action” click on this and then click on “Save all Events As…”



5. It will then ask you where you would like to save the file. In the example below I have saved it to my desktop as this is an easy place to find the saved file. Click on “desktop” to change the save location to your desktop. Then give the file a meaningful name in the example below I have called it “Computer Windows Log Files”. Then click “Save”



6. Once you click Save it will ask you how you would like to display the information. Click on Display information for these languages” (English should already be ticked). Then click “OK”



7. Once the Programme has finished saving the file a file will appear on your desktop and look something like the image below. This file is now ready to be uploaded to Siliconcoach or attached in an email ready to be sent to Siliconcoach Support.