Customer Support

Known Issues (as of 2009/01/06)

• Video playback issue with new Flash version 10

  Flash version 10, just release by Adobe, is not yet fully compatible with Cooliris. As a result, users report that videos do not display although audio may play. Our developers are aware of the issue and are working to release a fix soon. Thanks for hanging in there!

• Not sure how to launch Cooliris

  There are two ways to launch Cooliris: (1) Visit one the many supported websites such as http://images.google.com (Facebook, Flickr, YouTube, and more), and then mouseover any image and click the Cooliris icon that appears above the image; or (2) Click the Cooliris icon located at the top right of your browser toolbar.

• Cooliris launch icon not found on browser toolbar

  The Cooliris toolbar icon lets you launch Cooliris at any time. Some users are reporting that the toolbar icon does not appear. Here's how to fix the issue:

  Internet Explorer 6

  1. Go to your browser toolbar View > Toolbar > Customize >
  2. Select Cooliris (or PicLens) and then click "add"
  3. Then, click "close"

  Internet Explorer 7

  Find the two carets (>>) on the right-most side of the toolbar, and click it to reveal the Cooliris play button.

  Firefox

  1. Go to the Firefox toolbar > Addons > Extensions
  2. Disable Cooliris and then restart Firefox
  3. Go back to Firefox toolbar > Addons > Extenions, enable Cooliris, and then restart Firefox again
  4. Then, go to the Firefox toolbar View > Toolbars > Customize
  5. Finally, go to the Firefox toolbar View > Toolbars > Customize, and then drag the Cooliris icon onto your browser toolbar

  Safari

  Get our latest version, and the toolbar icon feature will now automatically appear.

• Not working on Safari 3.1 (Mac)

  Good news! We our new version 1.8 works on Safari 3.1, and includes significant updates, including the highly lauded "3D Wall."

• Installation Issues (or Error-203)

  If you are having install errors, try suspending or temporarily disabling your Antivirus/ Spyware software before installing. Our software does not contain spyware, but certain security settings may affect installation.
  
  If you are using Firefox and are getting an Error-203, please see the recommended fix from Mozilla.

• Audio and video are out of sync

  Some users are reporting that the audio and video are out of sync. Our engineers are aware of the issue and are working on a soluton for an updated release.

• Conflict with Firefox add-on called CustomizeGoogle

  Cooliris may not work properly on Google Images if the CustomzieGoogle add-on is also enabled on your Firefox browser.

• Conflict with Firefox plug-in called RealPlayer Browser Record

  Cooliris will work only if the RealPlayer plug-in is disabled.

• Problems When Using More Than One Monitor

  At this time, Cooliris does not yet easily support dual monitors. However, we are working on it and hope to have it available in the future, once we've optimized our image engine and feature set.

• Flickering and conflicts with desktop widgets

  Some users of popular desktop widgets such as Yahoo! Widgets, RK Launcher, and Rocket Dock report flickering or conflicts with Cooliris. To resolve this, go to the options settings of the particular widget. Then, either (a) disable or deselect the option to "always display on top", or (b) set it to "auto-hide" mode.

• Text Problems in Search Box

  Currently, we support a variety of languages using TrueType Fonts. However, the search box only supports text input from left to right. Thus, languages which do not traditionally write from left to right cannot be typed into the search box. They can, however, be copied and pasted into the search box.

• Unsual peformance issues with a Logitech mouse

  With some third party mouse hardware, you may experience cursor flickering or disappearance while in Cooliris. Go to Control Panel -> Mouse and turn off Mouse Trails. Moreover, the LogiTech mouse interprets Firefox plus Cooliris as a game, and thus kicks in the "disable acceleration in games" function. Solution: (1) Go to your Logitech mouse control panel and then (2) disable the option which reads "Disable acceleration in games." This can be found in the "Motion" section, under "cursor speed and acceleration" preferences.