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Frequently Asked Questions  Frequently Asked Questions

How to install an Xtra to use it during development?
Copy the appropriate file (.x32 extension on Windows, .ppc or no extension on Mac) to Director/Authorware "Xtras" folder and then restart the application. Type 'showXlib' in the message window and press ‹Enter› to see the list of the installed Xtras.
How do I ship an Xtra along with my projector?
There are two options. The first one is to create "Xtras" subfolder in the folder where your projector is located and put the appropriate .x32 file there. The second option is to include the Xtra's file into projector. To do the latter, please, use the Modify>Movie>Xtras menu.
The Xtra works fine in Director authoring environment, but I get a "Script Error - handler not defined" error message when I start my projector.
You need to use a full version of the Xtra in projector. Register online and we will provide you with the full version that works in both authoring and projector modes. Besides, you need to make the Xtra available for your projector, please refer the topic above to see how to ship an Xtra along with your projector.
How do I use an Xtra?
You can find a comprehensive documentation in a .pdf file inside the Xtra's demo archive. If you still have no ideas on how to use the Xtra, please, refer to our tech support. We are always glad to help.
What's about products updates?
Our customers get updates for the products they have registered free of charge. They are notified via our email newsletter when a new version of the product(s) they have registered is released. Please, feel free to subscribe to our Newsletter to stay informed.
What is the registration?
Registration is nothing other than ordering our products online. We use Kagi online payment processing service. We do not get access to your credit card information. After online registration you will get the full version of the product within the next 24 hours by email. Please note, registering our products online you get a top priority email technical support and free upgrades to all new versions.
Do you provide educational discounts?
Yes, we do. We offer a 20% educational discount to students and teachers on all our products. Before you order, we'll need to see the proof of your current full-time student or teacher status. Please, contact us for more details.
What if I lost the full version of the product I've registered by any reason?
You can always get the latest version of the product you have registered free of charge. Please, leave us a message providing the email address you used for registration and we will send you the full version of the product to that address as soon as possible.
What if I want to get the product(s) I've purchased sooner than in 24 hours?
Our operational hours are 9:00AM-9:00PM GMT. So, if you are ordering during those hours then your order may be processed within the next hour or two. However, this can't be guaranteed, and we reserve 24 hours to ourselves.
I ordered you product(s), 24 hours have passed but I still haven't gotten the full version of the product(s) by email, what should I do?
You should check the email address you provided for registration and make sure it's working fine. Your email box may be over quota, spam protected in a wrong way, or your mail server may be down. Anyway, you need to contact us immediately and fix up your email box or provide a valid email address.
What if I do not have a credit card but still want to register a product?
You can also pay us by check, cash or money order. Select the most suitable for you method in the "Payment Method" field on the Kagi order form. If you have any questions, please, feel free to contact us for more details.
What if I do not want to order via the web for security reasons?
Please, download the Register Utility (77Kb) that allows to purchase our products offline printing and faxing/mailing payment information to Kagi payment processing service.
What should I do if I have found a bug in your product?
Please, make sure to download the most recent demo version of the product, maybe the bug has been fixed in the latest release. If you are still experiencing any problems, please, contact our support immediately and we will fix it as soon as possible. We do our best for one never finds any bugs.
If you didn't find the answer to your question here, please, don't hesitate to ask us. We will be more than glad to answer all your questions. Thank you.
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