Jacquie's animated e-cards use a software program called "Flash" which provides the means of displaying animated graphics with music. Flash is currently the only widely-supported tool for showing web-based animations, and without it, these cards could not exist.

The Flash Player software is a product of a large US software company called Adobe. The player is automatically included with all common browser programs, including Internet Explorer and Netscape. Normally therefore, you should not have to download the player in order to see the animation.

To resolve this problem please follow the steps below carefully.

First, clear your browser cache

Your browser may have received a bad copy of the animation - e.g. if there was a communications error on the Internet - and if so, it may have "cached" the bad copy - i.e. stored it in its internal memory. To clear the browser cache, follow the instructions below, according to the browser program you are using.

We have detected that the browser you are using is: Unknown.

AOL USERS
Go to AOL keyword Preferences, then select Internet Options, then Delete Files.

INTERNET EXPLORER
Click Tools, then Internet Options, then click the Delete Files button.

NETSCAPE
Click Edit, then Preferences, then Advanced, then Cache, then Clear Disk Cache.

FIREFOX
Click Tools, then Clear Private Data, be sure that only Cache is checked, then click Clear Private Data Now.

Now try to view the card again. If it works now, please click here. Otherwise, please continue below.

Disable any web accelerators

If you are using a web accelerator to speed up download of websites, disable it. If you don't know what a web accelerator is, you almost certainly haven't got one, so ignore this step.

Update your copy of the Flash Player

You may have an out-of-date copy of the Flash player. To load the latest version, please click here and follow the instructions on the window which will pop up.

When the installation is complete - it should only take a minute or less - try to view the card again. If it works now, please click here. Otherwise, please continue below.

If the installation does not complete correctly, please read the following help pages from the Adobe Flash website:

• Flash Player will not install after updating Windows XP to Service Pack 2 - http://www.Adobe.com/go/tn_19479
   
• Common Adobe Flash Player Install Issues - http://www.Adobe.com/go/tn_19166

Delete and re-install the Flash Player

It is possible that your existing copy of the Flash Player is damaged. Reinstalling, as in the previous step, will not necessarily fix this problem: you must completely remove the player first, and then re-install.

Removal of the Flash Player is quite simple because the authors of Flash, Adobe Inc., have created a program which you can download to do it for you. Please click here for full instructions. As you proceed, please make absolutely certain that you received a message to confirm that the Flash Player was removed from your computer. If you do not get that message then it has not been removed and these instructions will not work.

When you have removed the Flash Player, re-install it by clicking here and following the instructions on the window which will pop up.

Now try to view the card again. If it works now, please click here. Otherwise, please continue below.

Check your security settings.

The Flash Player for Internet Explorer is a type of plug-in called an "ActiveX Control", and it is possible to set up Internet Explorer security settings to prohibit ActiveX Controls. For other browsers, similar security options may apply. In addition, you may have third-party Internet security software which is preventing the Flash Player from working.

If all the above instructions have failed to solve the problem, please click here for further instructions.

If you would like personal assistance with your enquiry, please select "no" and the next page will then show a form on which to submit your query.

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