If you are having a problem with the operation or installation of the Advent Calendar, and if your problem is not described in more specific detail elsewhere in our FAQs, please try the following sequence of steps to uninstall and re-install the Advent Calendar. This should clear up most common problems.
Click on the Start button in the lower, left hand corner of the screen.
Select Settings from the menu and then click on Control Panel.
Windows XP: Click Add or Remove Programs.
Windows Vista or Windows 7: Click Programs and Features.
Select Jacquie Lawson Advent Calendar from the list.
Click the Change/Remove button and select Remove.
Mac OS X:
Drag the Jacquie Lawson Advent Calendar application folder to the Trash.
Click on the Download button in your notification email, and when you reach our download page, click Download Now. If you don't have your notification email, then click the appropriate link below:
NB: if you use one of the above links you will need to have your activation code on hand, whereas the download link in your notification email includes the activation code.
A window will appear prompting you to Open or Save the Advent Calendar. Click Open.
You will be asked if you are sure you want to install the Advent Calendar. Click Install.
The next window will ask your installation preferences. You can choose to add a shortcut to your desktop or open the Calendar when the installation finishes. If you do not have Adobe Air already installed on your computer then you will also have a required check box to install Adobe Air on your computer.
Leave your browser window open during the installation process. Your activation code will then be entered automatically. If it is not, then you will have to copy the code directly from the original notification e-mail and paste it to the installation.
If you ordered the Advent Calendar for yourself then you can find the activation code on your Order History page. If you were given the Advent Calendar by someone else, then you will need your original notification email. If you do not have that email any more, then you must contact the person who gave you the Advent Calendar and ask them to re-send it, which they can do using the Order History page on our website.
The Advent Calendar will finish installing on your computer and the calendar will open automatically if you selected that option.
All of the details and activity in the Advent Calendar means that it will use a lot of memory and this can be taxing, especially for older computers. Sometimes your computer simply needs a chance to start afresh. Please power down your computer and wait a couple minutes before turning it back on.
When your computer comes back on, don't immediately try to view the Advent Calendar. Wait another couple of minutes, until everything is quiet and all the initialization processes have completed.
If this does not fix the problem, please contact us. Please understand that just saying "it doesn?t work" or something like that gives us absolutely no idea as to what the problem might be. Tens of thousands of people are loving the Advent Calendar: a few are having difficulties, and our best bet for helping those few is if we can work out what makes them different from the others. So please make sure you tell us:
What version of Windows or Mac OS you are using.
Exactly which step in the above instructions caused the problem.
The exact detail of any error messages you see.
Exactly what happens at the point where the whole thing falls apart.
Finally, please make sure that if you have already contacted us, you reply to one of our original helpline e-mails, rather than sending a brand new e-mail. That way we will know that you've already been in touch and you shouldn't get another automatic reply.
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