Eye2eye Britain Customer Support

If you need technical support for installing or using Eye2eye Britain, please first make sure you have read the Network Setup sheet if you have a School Network Pack. Next please check advice on this page to see if any is relevant. Frequently asked questions covered on this page are:

1. Where is the install serial number in my product?
2. How do I install to all client PCs at once on a large school network?
3. Eye2eye Britain Panoramic comes on a DVD-ROM, but my school server only has a CD drive. How do I install?
4. My school server doesn't run Windows (eg runs Linux). How do I install?
5. How do I install to an RM CC3 network?
6. I've installed to my server and a client PC. When I run Eye2eye Britain on the client as Administrator it works fine, but when I run on the client as a non-privileged user, I get error messages. How do I fix this?

If answers to these questions don't help, you can email a query to us at any time on

   (no link set here to minimise unsolicited email)

or ring us on 01223 293886 between 9.30 am and 5.30pm Mon-Fri, English school terms.
 

 
Frequently Asked Questions (FAQs):

1. Where is the install serial number in my product?

If you have a school pack, your serial number is at the top of your licence sheet. If you have a home DVD copy, your serial number is on a sticker on the inside of your pack's plastic case. Please keep a record of this serial number safe for future installing - our most common support call comes from people who have lost their serial number.

A school pack contains several documents, all important:

• Your school licence sheet. You may wish to file this with other licence sheets for school inspectors to check.
• Network Setup sheet with Internet service info on back (Network Pack only) - important advice for installing.
• Teaching and Curriculum Notes - suggestions from the authors for using the resource in class - please make sure these are passed onto teachers when the resource is ready to use.

2. How do I install to all client PCs at once on a large school network?

This is covered briefly by advice on the Network Setup sheet included in the School Network Pack.

The Network Setup sheet includes step-by-step instructions for setting up a client-server installation of Eye2eye Britain on your school's local area network - first installing to the server, then from the server to each client. A display program is installed to each client PC (about 21MB), reading image data (about 2900MB) as needed from the server. The basic install process is ideal for a small school network (up to about 50 client PCs) as often found at a primary school - easy to install and compatible with almost any network. It has a disadvantage for larger schools, though - each client PC is installed to individually from the server. Although this is very easy and quick, large schools with many PCs don't want to repeat this task, possibly hundreds of times.

To avoid any repeated per-client task, use a utility such as WinInstall (Windows 2003), RM CC3 package builder or Norton Ghost (whichever one you normally use on your network):

1. Install to the server and share its Eye2eye program directory following standard Network Setup sheet steps.
2. Pick an example 'specimen' client PC, and use your utility to take a 'before' snap-shot.
3. Install to the specimen client following standard Network Setup sheet steps.
4. Use your utility to take an 'after' snap-shot and make an install package of the difference (an MSI package in the cases of WinInstall and RM's CC3).
5. Broadcast the install package to all your client PCs at once

We recommend this process rather than providing an MSI file ourselves to ensure compatibility with your network, which may have any of several software systems, servers and other components.

3. Eye2eye Britain Panoramic comes on a DVD-ROM, but my school server only has a CD drive. How do I install?

Install to your server from a networked PC with a DVD drive.

From Panoramic Edition 4 (launched Jan 2009) Eye2eye Britain school packs install from DVD-ROM discs, rather than a set of CDs. This gives extra space which allows us to include all photos at double resolution (4 times the pixel count) giving much improved detail, especially on high resolution monitors or when printing.

When installing to the server, install on a networked Windows PC with a DVD drive (eg the Network Manager's workstation), using a directory shared from the server as if it was a local disc directory on the PC:

1. Log onto a PC networked to the server (eg the Network Manager's workstation) as an Administrator user.
2. On your server create a directory to install Eye2eye Britain to and share it read+write.
3. Perform the Network Setup sheet's server install on your networked PC, choosing the server's shared directory as the destination directory - instead of the default c:\Program Files\Eye2eye\Eye2eye Britain Panoramic n. Note: you must use the standard location for the photos - the 'photos' subdirectory of the destination program directory - leave this standard setting alone when installing.
4. Change the server's sharing to read only.
5. Install to client PCs following standard Network Setup sheet steps or the procedure in question 2 above.

Your network installation will then operate as a standard one. The reason that at step 3 above you need to use the standard photo subdirectory is so that you can later update your installation running UpdateMyServerSetup.exe on your server. The above installation doesn't leave information in the server's registry, so the photos have to be in the standard place for UpdateMyServerSetup.exe to find and update them.

4. My school server doesn't run Windows (eg runs Linux). How do I install?

When installing to the server, install on a Windows PC networked to the server, using a directory shared from the server as if it was a local disc directory on the PC:

1. Log onto a PC networked to the server (eg the Network Manager's workstation) as an Administrator user.
2. On your server create a directory to install Eye2eye Britain to and share it read+write.
3. Perform the Network Setup sheet's server install on your networked PC, choosing the server's shared directory as the destination directory - instead of the default c:\Program Files\Eye2eye\Eye2eye Britain Panoramic n.
4. Change the server's sharing to read only.
5. Install to client PCs following standard Network Setup sheet steps or the procedure in question 2 above.

Your network installation will then operate as a standard one, except that when you want to update your installation using UpdateMyServerSetup.exe you need first to set the server share to read+write, then run UpdateMyServerSetup.exe on the networked PC chosen in step 1 above. This may be difficult to automate, eg run automatically once a month at night, as you might arrange on a Windows server.

5. How do I install to an RM CC3 network?

Follow the steps below, some CC3 settings being needed in addition to normal install steps.

From version 3.3 onwards (launched Jan 08) Eye2eye Britain Network Packs install to a school network so later you can update your installation easily with the UpdateMyServerSetup.exe utility. This utility updates the server with files from Eye2eye's web-site. Client installations update automatically from your server when first run by anybody after a server update - to keep things easy. A collection of files (about 21MB) are stored by Eye2eye Britain on each client machine in a 'cache' directory. These are read from the server when the client program is first run, then updated to keep up to date when the server is updated. Since any user may be running Eye2eye Britain on the client after a server update, the cache directory has to be writable by any user. (Eye2eye Britain incorporates checks to avoid unauthorised tampering). CC3 clients need adjustments to permit this cache directory (on the C: drive) to be writable by any user, and a temporary binary within it to be executable.

On a Windows XP CC3 client, the cache directory is normally:
c:\Documents and Settings\All Users\Application Data\Eye2eye Software Ltd\Eye2eye Britain Panoramic n

On a Windows 7 or Vista CC3 client, the cache directory is normally:
c:\Users\Public\Application DataStores\Eye2eye Software Ltd\Eye2eye Britain Panoramic n

The temporary binary file within this cache directory that needs to be executable is in a subdirectory 'Temp':
Temp\Eye2eye_Britain_TempBin.exe

The steps for installing on a CC3 network are as follows:

1. Install to the server and share its Eye2eye program directory following standard Network Setup sheet steps.
2. If you have version 3.3 (look on disc side): In your server's Eye2eye program directory double-click UpdateMyServerSetup.exe and click 'Start'. This updates one file in your server installation needed for CC3.
3. Pick an example 'specimen' client PC, and run RM AppWizard on it to take a 'before' snap-shot.
4. Install to the specimen client following standard Network Setup sheet steps.
5. Use RM AppWizard to take an 'after' snap-shot and make an install package of the difference (an MSI package on CC3).
6. Create a CC3 'WriteAccess.ini" file to go with your MSI that allows all users to write to the client cache directory. Consult your CC3 documentation to see how to do this. Your "WriteAccess.ini" file for an XP client may look like:
   
   [c:\Documents and Settings\All Users\Application Data\Eye2eye Software Ltd\Eye2eye Britain Panoramic n]
   Everyone=0x1301BF
   
   [HKLM\SOFTWARE\Eye2eye Software Ltd\Eye2eye Britain Panoramic n\n]
   Everyone=0x3003F
   
   
7. On your RM Management Console, under Software Restrictions Settings, create a 'file rule' allowing the temporary binary to run. On an XP client the filename of this temporary binary will normally be:
   
   c:\Documents and Settings\All Users\Application Data\Eye2eye Software Ltd\Eye2eye Britain Panoramic n\Temp\Eye2eye_Britain_TempBin.exe
   
   
8. Log onto your specimen client PC as a non-administrator user, run Eye2eye Britain and view a panorama to check it is working OK.
9. Broadcast the install package (MSI and WriteAccess.ini) to all your client PCs at once.

6. I've installed to my server and a client PC. When I run Eye2eye Britain on the client as Administrator it works fine, but when I run on the client as a non-privileged user, I get error messages. How do I fix this?

Set access permission for Eye2eye Britain's local storage (cache) directory on the client PC to allow read+write access by all users.

From version 3.3 onwards (launched Jan 08) Eye2eye Britain Network Packs install to a school network so later you can update your installation easily with the UpdateMyServerSetup.exe utility. This utility updates the server with files from Eye2eye's web-site. Client installations update automatically from your server when first run by anybody after a server update - to keep things easy. A collection of files (about 21MB) are stored by Eye2eye Britain on each client machine in a 'cache' directory. These are read from the server when the client program is first run, then updated to keep up to date when the server is updated. Since any user may be running Eye2eye Britain on the client after a server update, the cache directory has to be writable by any user. (Eye2eye Britain incorporates checks to avoid unauthorised tampering).

On a Windows XP client, the cache directory is normally:
c:\Documents and Settings\All Users\Application Data\Eye2eye Software Ltd\Eye2eye Britain Panoramic n

On a Windows 7 or Vista client, the cache directory is normally:
c:\Users\Public\Application DataStores\Eye2eye Software Ltd\Eye2eye Britain Panoramic n

To fix this problem on a client PC :

1. Log onto the client PC as an Administrator user.
2. Find the cache directory in Windows Explorer, right-click on its name and select Properties from the popup menu.
3. On the dialog that appears, choose the Security tab and on 7/Vista click the Edit button.
4. In the top box select the name of a user group that includes all users - such as 'Everyone' or 'Users'.
5. Tick the 'Full Control' box in the column under Allow, then click OK.
6. Log onto the client PC as a non-privileged user and run Eye2eye Britain to check the problem has gone.

If you are doing a simple installation to a small network as on the Network Setup sheet, perform steps 2-5 above while logged onto each client as Administrator, just after doing the ClientSetup install.

If your client PCs are running Windows XP Home, it is more difficult to make this fix, as the Security tab (step 3 above) is not shown unless you have started the PC in 'Safe' mode. To start a PC in 'Safe' mode, press F8 during boot-up.