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Here are answers to some questions or problems you might have with the disks or USB thumb drive.
Disks. “Burned” CDs and DVDs are not 100% compatible with all computer disk drives. The older the drive, the less likely it will be able to read a burned disk. Some drives cannot read some types of disks. The solution is to try the disk in a different drive or computer. If that still doesn’t work, return the disk to us for a replacement. We will burn a different type of disk using a different drive.
Thumb drives. Our thumb drives are USB 2.0 and fully backward compatible with USB 1.1. The thumb drives are also fully compatible with Windows Me, 2000, XP, and Vista, and with Apple Mac OS 9.x and OS 10.x. Sorry, the thumb drives are not compatible with Windows 3.1, 95, or 98. Windows users will find a “Removable Disk” icon in “My Computer” which can be used to access the thumb drive. Mac OS users will find a new icon mounted on the desktop, which can be used to access the thumb drive. Our thumb drives are also divided into two or more portions. One portion contains “thumbnail” sized copies of all your images and an important file named Read Me.txt with instructions on how to access your photos. The other portion(s) are password protected and contain the full sized copies of all your images. Look in the unprotected portion of the thumb drive for a file named Read Me.txt that has instructions on how to access your photos. Here are two reported problems and answers for the thumb drives. Problem: When I connect the Thumb drive to my computer’s USB port Windows detects the drive as an “unknown device”. Solution: Depending on how many USB devices you have connected to your computer it may be a power related issue. If the thumb drive doesn’t receive adequate power from your computer’s USB port, it may not be recognized properly. For troubleshooting purposes we recommend that you connect your thumb drive directly to a USB port located on the computer. If your thumb drive is detected as an “unknown device”, try unplugging the drive and re-plugging the drive. This should resolve the issue. If not, try another USB Port. If the issue is still not resolved, try connecting the thumb drive to another computer to help eliminate the computer as the source of the problem. Problem: When I connect my thumb drive to my Windows computer’s USB port, nothing happens. Solution: First, check “My Computer” to see if you are getting a “Store-It” removable disk icon. If so, double-clicking on this icon will allow you access to your thumb drive and its contents. If you are not getting a “Store-It” removable disk icon, try connecting the thumb drive to another USB port. For troubleshooting purposes we recommend that you connect your thumb drive directly to a USB port located on the computer.
revised: November 15, 2009
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