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Troubleshooting Sapphire Downloads
If you are having difficulty performing a download to your Snooper Sapphire it is worth going through the
following checklist first before contacting us. If you are still unable to perform a download after following this
checklist then please visit our website www.snooperneo.co.uk
This guide is in two sections; the first section is a list of things to check before performing a download and the
second section consists of possible reasons and solutions to error messages encountered while trying to
perform a download.
SECTION ONE
1. Have you registered your Sapphire?
You will not be able to download the database unless the Sapphire is registered. To register your unit visit
www.snooperneo.co.uk
2. Is the USB PC connection lead supplied with the Sapphire connected correctly?
Please check that the USB lead is plugged into the USB socket on the Sapphire and is fully plugged in as
far as possible. Check the computer connection is secure.
3. Have you installed the driver for the USB connection lead correctly?
This lead requires a driver to be installed onto your PC. The driver software is on the software disc provided
and requires installing before the Sapphire Updater software is installed.
4. What operating system are you using on your computer?
The Snooper download software will only work on the following Windows operating systems:
Windows 2000 and Windows Xp.
THE SOFTWARE WILL NOT WORK ON WINDOWS 95/98/98SE and Millennium. Apple Macintosh is not
supported.
To determine which operating system you have on your computer:
a) Right click on the ‘My Computer’ icon on your desktop and select ‘Properties’ from the drop down menu.
b) When the ‘System Properties’ dialogue box opens the ‘General’ tab is selected by default. Under the
heading ‘System’ the operating system is displayed.
5. Have you installed the Sapphire download software onto your PC?
If you have not installed the software you will not be able to perform a download to your Sapphire. Once the
software is installed there will be a new icon on your desktop: ‘Sapphire Updater’. Please check to see if
you have the latest version of the software by visiting www.snooperneo.co.uk and clicking on the link
‘Download Software’.
6. Have you connected your PC to the internet?
The computer needs to be connected to the internet before you can begin to download the database to
your Sapphire.
7. What version of Internet Explorer / Netscape Navigator are you using?
The software will only operate if you have Internet Explorer or Netscape Navigator 4.5 or above.
To check what version of Internet Explorer you have; open your browser, click on the ‘Help’ menu and select
‘About Internet Explorer’. This should now display what version you currently have installed. If you have a
version older than 4.5 (e.g. 4.0), open your browser, click on ‘Tools’ and select ‘Windows Update’. This will
take you to the Microsoft website where you can download the latest version of internet explorer.
To check what version of Netscape Navigator you have: open the browser, click on the ‘Help’ menu and
select ‘About Netscape Navigator’.
