Technical Support FAQ

Frequently Asked Questions on Downloading, Installing, Registering and Operating LDS Collectors Library 2005 or 2006

Frequently Asked Questions

• Issue 1: Not using Internet Explorer
• Issue 2: Nothing happens after clicking the "Setup Download Service" button

• Issue 1: The installation process does not give me an option to install the program anywhere other than my C:\ drive
• Issue 2: I do not have enough space on my C:\ drive to install the LDS Collectors Library
• Issue 3: I receive one of the following errors while attempting to install LDS Collectors Library 2005: "CRC Error," "Cyclical Redundancy Check Error," "Catastrophic Failure," or an error message that specifies a missing file or device failure.
• Issue 4: The installation process never seems to end

• Issue 5: I have successfully registered the product, but I am prompted to register each time I run the program
• Issue 6: I already have an account, but I don't remember my username and password to register the program.

• Issue 7: I am receiving an error with the following code when I try to run LDS Collectors Library 2005: 0xc000120, 0xc000121, 0xc000135 or something similar
• Issue 8: I am receiving the following error when I try to run LDS Collectors Library 2005: "Application failed to initialize properly" or "Quickstart.exe failure"
• Issue 9: I am receiving the following error when I try to run LDS Collectors Library 2005: "Runtime Debugging Error" or "LDSlibapp.exe error"

• Issue 10: I am trying to get a software update. I click to check for new updates, but I don't get any response.
• Issue 11: I am trying to get a content update, but I can't install the LDS Media Download Manager.
• Issue 12: I am trying to get a content update. I have downloaded it, but I am never prompted to apply the new update to my library.

Answers to Frequently Asked Questions

This download requires the Internet Explorer browser. If your default browser is anything else you will need to set the default to Internet Explorer (IE). If you do not wish to change your default browser you can close the library program and open IE, go to www.ldslibrary.com and click on the Support tab. Select the "Downloads and Updates" link. You may then continue with the download process.

If this is the first time downloading from our site you will need to download and install our "LDS Media Download Manager". This process begins as soon as you click on the "setup download service" button. The download manager is an active x control device. You may be asked to click on the bar at the top of the window (below the browser menu bars) to install "Active X". After clicking on the bar you can install "active x" and continue with the setup process. Once the download manager is finished installing you you must select the "Setup Download Service" button again to send the 5.2 update to the download manager. YOu can click on the new "LDS" icon in your system tray to view the download process.

If you don't see anything in the "Download Queue" you may have a firewall blocking the manager from downloading the files. Click Here to go to our support page for information on configuring firewalls.

1. Download the file setup.inx from our website. You will need this file as part of this process.
2. Create a folder on the drive you will be installing to called "cd1".
3. Put the 1st cd in the drive and right click on the drive designation in "My Computer" and select "Open" in the options pop-up.
4. Copy all of the files from cd1 to the "cd1" folder on your hard drive.
5. Copy the setup.inx file you received from us into the "cd1" folder. This will replace the existing file in the folder.
6. Put cd2 in the cd drive.
7. Run the "Install" program from the "cd1" folder.
8. This will get you through the installation.

You will need to specify a different hard drive for the installation of the program. You can install the program on an external drive. Another option is to remove applications and other files from your c:\ drive to free up enough space to install the application there. The following instructions will allow you to install the LDS Collectors Library 2005 on a drive other than the c:\ drive.

1. Download the file setup.inx from our website. You will need this file as part of this process.
2. Create a folder on the drive you will be installing to called "cd1".
3. Put the 1st cd in the drive and right click on the drive designation in "My Computer" and select "Open" in the options pop-up.
4. Copy all of the files from cd1 to the "cd1" folder on your hard drive.
5. Copy the setup.inx file you received from us into the "cd1" folder. This will replace the existing file in the folder.
6. Put cd2 in the cd drive.
7. Run the "Install" program from the "cd1" folder.
8. This will get you through the installation.

This error occurs because the media included in the product you purchased is not working correctly. There was an error in the duplication process that resulted in bad media.

The solution is to get new discs from the location where the product was purchased through an exchange. If you purchased the product from LDSLibrary.com, please send an email to customerservice@ldsaudio.com to initiate the process.

The installation process will take several minutes (15 to 20). The last step of the process, which reconfigures some of the files on your computer, May also take the same time. Please be patient while this process completes. If the configuration process doesn't end within about 20 minutes, please contact us to help you diagnose what issue you may be experiencing.

You have most likely registered the product online,but have not copied and pasted your product's serial number into the registration field in the original registration screen. This is provided on the registration pupup window. Please follow the registration procedure outlined below.

1. Type your email address in the space provided and click "Register Now"
2. Select "yes" when asked if this is the correct address.
3. Enter the password sent to you in the email after purchasing the LDS Collectors Library 2005 or use the password from your account at LDSAudio.com (must work with email address) and click the "Submit" button in the bottom right corner.
4. Highlight the serial number you receive and hit "ctrl-C" on the keyboard select "copy" from the "edit" menu.
5. Close the browser window with LDSLibrary.com. The registration window will still be open.
6. Paste this into the Registration field (bar) at the bottom of the Registration window and click "finish" (check code).
7. Close the registration window and wait for the LDS Collectors Library 2005 to finish opening.

Congratulations. You are ready to begin exploring the many valuable features of your LDS Collectors Library 2005 or LDS Library 2006. 2005 library users should update their software to version 5.2.0.

LDSLibrary.com will soon have a feature to remind you of the password you created or that was created for you when you first purchased a product or registered on LDSLibrary.com. For now, you will want to check your confirmation email for your password.

If you cannot find your password, please contact customerservice@ldsaudio.com to allow us to remind you of your password. You can then reset it to something unique.

These errors most often occur because the .NET framework required for running LDS Collectors Library 2005(6) is not installed or running properly on your computer. Here are the steps to follow to make sure the .NET framework is installed and running correctly.

The first step is to make sure your computer is not trying to run LDS Collectors Library 2005(6) in compatibility mode.

1. Right click on the program's icon on the desktop or wherever it appears on your computer and select "Properties" from the pop-up menu.
2. Click on the "Compatibility" tab and make sure that the checkbox for running the application in Compatibility Mode is not selected. If selected, .NET will not be enabled for the application, and you will receive various error messages depending on which operating system has been selected.
3. If the software was running in compatibility mode, save these changes and try running LDS Collectors Library 2005(6) again

If you are still having issues, you will need to verify you have the right version of Microsoft .net Framework.

1. Open "add/remove" programs in Control Panel.
2. Look for a program called "Microsoft .net Framework 1.1. If you don't find it go to step 5.
3. Left click on this program name and then click on "Click here for support info".
4. Check the version. If it doesn't say 1.1.4322 or greater remove the program by clicking on the "remove" button to the right. This will uninstall the current version of the .net framework from your computer.
5. Click on the link below to Download and install the Microsoft .net framework 1.1 redistributable package.
   Download the Microsoft .NET Framework Version 1.1 Redistributable Package
6. Run LDS Collectors Library 2005(6)

These errors most often occur because the .NET framework required for running LDS Collectors Library 2005 is not installed or running properly on your computer. Here are the steps to follow to make sure the .NET framework is installed and running correctly.

The first step is to make sure your computer is not trying to run LDS Collectors Library 2005(6) in compatibility mode.

1. Right click on the program's icon on the desktop or wherever it appears on your computer and select "Properties" from the pop-up menu.
2. Click on the "Compatibility" tab and make sure that the checkbox for running the application in Compatibility Mode is not selected. If selected, .NET will not be enabled for the application, and you will receive various error messages depending on which operating system has been selected.
3. If the software was running in compatibility mode, save these changes and try running LDS Collectors Library 2005 again

If you are still having issues, you will need to verify you have the right version of Microsoft .net Framework.

1. Open "add/remove" programs in Control Panel.
2. Look for a program called "Microsoft .net Framework 1.1. If you don't find it go to step 5.
3. Left click on this program name and then click on "Click here for support info".
4. Check the version. If it doesn't say 1.1.4322 or greater remove the program by clicking on the "remove" button to the right. This will uninstall the current version of the .net framework from your computer.
5. Click on the link below to Download and install the Microsoft .net framework 1.1 redistributable package.
   Download the Microsoft .NET Framework Version 1.1 Redistributable Package
6. Run LDS Collectors Library 2005(6)

These errors sometimes occurs because the .NET framework required for running LDS Collectors Library 2005 is not installed or running properly on your computer. Here are the steps to follow to make sure the .NET framework is installed and running correctly.

The first step is to make sure your computer is not trying to run LDS Collectors Library 2005 in compatibility mode.

1. Right click on the program's icon on the desktop or wherever it appears on your computer and select "Properties" from the pop-up menu.
2. Click on the "Compatibility" tab and make sure that the checkbox for running the application in Compatibility Mode is not selected. If selected, .NET will not be enabled for the application, and you will receive various error messages depending on which operating system has been selected.
3. If the software was running in compatibility mode, save these changes and try running LDS Collectors Library 2005 again

If you are still having issues, you will need to verify you have the right version of Microsoft .net Framework.

1. Open "add/remove" programs in Control Panel.
2. Look for a program called "Microsoft .net Framework 1.1. If you don't find it go to step 5.
3. Left click on this program name and then click on "Click here for support info".
4. Check the version. If it doesn't say 1.1.4322 or greater remove the program by clicking on the "remove" button to the right. This will uninstall the current version of the .net framework from your computer.
5. Download and install the Microsoft .NET Framework 1.1 redistributable package.
   Download the Microsoft .NET Framework Version 1.1 Redistributable Package
6. Run LDS Collectors Library 2005

If this doesn't resolve the issue you may have a conflict with other software currently running on your system. Sometimes the other program won’t allow one or more of the Collectors Library files to install properly during the installation process. Please call our customer service for help. 801-437-9660

Some Causes:

1. 3rd party desktops and screen savers: Change to one of the standard Windows desktops and screen savers and run the installation again.
2. Other programs that change the way windows looks or adds additional features to your desktop: Try disabling the feature. The program must be closed and any processes for this program still running in memory should be ended.

You can now download the most recent software update, Version 5.2.0, directly from LDSLibrary.com.

1. Close LDS Collectors Library 2005 if it is already running
2. Start to Download Update 5.2.0
3. If this is your first time downloading from our site you can get information about the manager by clicking on the links below the "Setup Download Service" button on the 5.2.0 updates page.
4. Launch LDS Collectors Library 2005

Several factors may prevent the LDS Media Download Manager from downloading and installing properly.

You must install Active X controls when prompted?

When you click the setup button you will be directed to click on the active x control bar. This bar will appear at the top of the page just below the browser menu bars. After clicking on it and selecting "Install Active x" you will see the progress bar appear for the download manager files.

Do you have a firewall?

You may be prompted by your firewall to choose to allow this program to be installed. You must select to allow this to continue. You may need to open your firewalls "Programs" list and add "movemedia.exe" to the list. You must also "permit" this program. Once this is completed your download will complete. At the end of the download you will be prompted to begin the update.

Are you networked through a proxy server?

Check with your system administrator for firewalls or other security measures that will prevent you from downloading the LDS Media Download Manager. Some proxy servers will not allow you to download the Download Manager. You may need to install the application on a computer at a different location.

The 5.2.0 update is the last update for the 2005 Library. You can see which version you are running by selecting "About LDS Collectors Library 2005" from the Help menu. If you have a previous version, go to "Issue 11" for information on updating to version 5.2.0. This update includes the Conference reports through April of 2005 as well as the LDS.org church Curriculum through the same time period. No other updates are scheduled for this version. To continue receiving content updates you will need to upgrade your software to the new 2006 Library.

Contact Us by Email

Email Customer Service: customerservice@ldsaudio.com

Our goal is to answer all emails within one business day of when they are received.

Contact Us by Phone

Product Sales: 1-888-537-2834 (toll free)
Hours: Monday through Friday 9:00 am - 6:00 pm MT

Service and Support: 801-437-9660
Hours: Monday through Friday 9:00 am - 6:00 pm MT