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HeritageQuest Resource Viewer Support

Following are some of the questions most frequently asked about using HeritageQuest Resource Viewer. Please do not hesitate to contact a Technical Support Representative if your question is not answered below:

Click here for Index specific questions. 

 
System Requirements 

  • Windows® 95/98/ME/NT/2000/XP*
  • Pentium 100 CPU or greater
  • 16MB RAM
  • 88MB Hard Drive Space
  • 4X CD-ROM
  • CD-ROM must be CD-R Compatible
  • 16-bit Color Depth
  • 800 x 600 Screen Resolution

            *Must have version 1.3 of the viewer installed.

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Do the CDs work with Macintosh computers?
HeritageQuest Resource Viewer was not programmed to work with Macintosh computers. The viewer can be used with Virtual PC or any other software that emulates a Windows environment in a Mac.

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Do the CDs work with Windows 3.x machines?
HeritageQuest Resource Viewer was not programmed to work with Windows version 3.x. We apologize if you were led to believe otherwise.

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I don't like the new viewer and would rather use the old Family Quest viewer. Can I still use the old viewer?
Yes, you can still use the Family Quest viewer for all your digital microfilm. Just remember, that the old viewer won't work with indexes, it only works with the Digital Microfilm.

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Does the HeritageQuest Resource viewer have the ability to run from one location on multiple computers?
The HeritageQuest Resource viewer is not built to run on a network or server.

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When I exit the viewer I get a dialogue box that pops up with Mainhqres on the top bar and stating Mainhqres has caused an illegal operation and will shut down.  It then goes on to say Mainhqres caused an invalid page fault in module KERNEL32. This problem has only occurred for these operating systems: Windows95\NT4\98\ME. To solve this problem the imaging program needs to be reinstalled. Follow these steps to do this.   (Windows 95B\NT\98\ME)
  1. Click on< Start .
  2. Click on Settings .
  3. Click on < Control Panel .
  4. Double click on the icon Add/Remove Programs .
  5. At the top of this window there are a few tabs. One of these tabs should say either < Windows Setup or Windows NT Setup . Click on one of these tabs.
  6. There should be an area called < Components scroll through the list below until you see the section called < Accessories . Click on it once then click the Details button below.
  7. Now scroll through the list until you see the Imaging section. < Uncheck the box to the left .
  8. Click the OK button.
  9. Click the < Apply button. T he program should be uninstalled.
  10. To < reinstall the Imaging program follow step six through eight, < only on step seven put a check in the box instead of un-checking it .
(Windows 95A)
  1. Unfortunately this version of Windows 95 did not come with the imaging program.  It can be downloaded from Microsoft's website free of charge.  Click here to download page. 



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When I click on a name, the only thing that comes up is a black (or blank) image
This is a known problem on some of the earlier versions of the Viewer. The only way to fix this issue is to use the newest version of the Viewer.

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When I try to print from Windows XP I get an "error occurred while trying to print". Some customers who are running Windows XP are having a problem with the printing features on our Digital Microfilm CDs. Microsoft changed some of their drivers after Windows XP was released which is affecting the user’s ability to print Census page images directly from the Viewer. If you are using Windows XP and are having problems printing Census images, you will be able to successfully print using one of these options:

  1. Save the image to disk and open it in another program, such as Microsoft Photo Editor or Adobe Photoshop (any version). You can then print.
  2. Copy the image to the clipboard and paste it into another program in order to print. For example, you can paste the image into a Microsoft Word document and then print it from Word.
  3. This is a known problem on earlier versions of the Viewer. The only real way to fix this issue is to use the newest version of the Viewer.

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Every time I try to save, copy or print I get this error message “ An error occurred while trying to copy, save, or print the file, invalid file format unable to execute the (save, copy or print) as method”. What can I do to solve this problem? This problem has only occurred for these operating systems: Windows95\NT4\98\ME. To solve this problem the imaging program needs to be reinstalled. Follow these steps to do this.
  1. Click on Start .
  2. Click on Settings .
  3. Click on Control Panel .
  4. Double click on the icon Add/Remove Programs .
  5. At the top of this window there are a few tabs. One of these tabs should say either Windows Setup or Windows NT Setup . Click on one of these tabs.  
  6. There should be an area called < Components scroll through the list below until you see the section called Accessories . Click on it once then click the Details button below.
  7.   Now scroll through the list until you see the Imaging section. Uncheck the box to the left .
  8. Click the OK button.
  9. Click the Apply button. T he program should be uninstalled.
  10. To reinstall the Imaging program follow step six through eight, < only on step seven put a check in the box instead of un-checking it .

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When I try to print an image all I get is an entire page of black ink. To solve this problem visit your printer manufactures website and download the latest print driver for your printer. Here are the websites for most printers.

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I can’t read the headings of the census pages. Is there a way to get a copy of the census page or get some information about the headings? Here is a link to a website that specializes in the headings of census pages. Click on this link and then choose the year you are working with. http://www.ipums.umn.edu/usa/voliii/tEnumInstr.html 

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When I install the HeritageQuest Resource Viewer I get the message “Failed to load; 'updown' from COMCT232.OCX. Your version of COMCT232.OCX may be outdated. Make sure that you are using the version of the control that was provided with your application.” The problem comes from the comct232.ocx file itself. You will need to un-register the file and then rename it in order to install the HeritageQuest Resource Viewer. Follow these steps.   (Windows 95B, 98, ME, XP)

  1. Click on Start
  2. Click on Run
  3. Type the word "command" and press enter
  4. Now you should see a window, which will allow you to enter some DOS commands.
  5. Type " cd\ " and press enter, you should then get C:\>
  6. Now type " cd windows " and press enter
  7. cd system " and press enter
  8. regsvr32 comct232.ocx /u " and press enter
  9. You should get a confirmation that the file was unregistered. Click ok.
  10. Exit out of the MS DOS prompt window.
  11. Open My Computer and double click on the C: drive.
  12. Double click on the folder windows.
  13. Double click on the folder system.
  14. Look for the file comct232.ocx. Then right click on it and rename it to comct232old.ocx.
  15. If you can't rename the file reboot your computer and try again.
  16. Once you have renamed the comct232 file to old reboot your computer.
  17. Now try to install the HeritageQuest Resource Viewer.
(Windows NT4, 2000)
  1. Click on Start
  2. Click on Run
  3. Type the word "command" and press enter
  4. Now you should see a window, which will allow you to enter some DOS commands.
  5. Type " cd\ " and press enter, you should then get C:\>
  6. Now type " cd winnt " and press enter
  7. cd system32 " and press enter
  8. regsvr32 comct232.ocx /u " and press enter
  9. You should get a confirmation that the file was unregistered. Click ok.
  10. Exit out of the MS DOS prompt window.
  11. Open My Computer and double click on the C: drive.
  12. Double click on the folder windows.
  13. Double click on the folder system.
  14. Look for the file comct232.ocx. Then right click on it and rename it to comct232old.ocx.
  15. If you can't rename the file reboot your computer and try again.
  16. Once you have renamed the comct232 file to old reboot your computer.
  17. Now try to install the HeritageQuest Resource Viewer.

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I have the latest version of HeritageQuest Resource Viewer install yet when I insert the census CD the program still asks for the CD. This problem stems from a file called DrvCheck.dll. Follow these steps to replace the DrCheck.dll file.   (Windows XP)

  1. Double click on My Computer .
  2. Double click on the C: drive .
  3. Double click on the folder windows .
  4. Double click on the folder system32 .
  5. Look for the file called DrvCheck.dll . Right click on the file and rename it to DrvCheckold.dll .  
  6. Click on this link to download the new file : DrvCheck
  7. When asked to save the new file save the file in this directory. C:\WINDOWS\SYSTEM32
  8. Reboot your computer.
  9. Now open the HeritageQuest Resource Viewer and insert a CD. You should now be able to view the CD.

(Windows NT4, 2000)

  1. Double click on My Computer .
  2. Double click on the C: drive .
  3. Double click on the folder winnt.
  4. Double click on the folder system32 .
  5. Look for the file called DrvCheck.dll . Right click on the file and rename it to DrvCheckold.dll .  
  6. Click on this link to download the new file : DrvCheck
  7. When asked to save the new file save the file in this directory. C:\WINDOWS\SYSTEM32
  8. Reboot your computer.
  9. Now open the HeritageQuest Resource Viewer and insert a CD. You should now be able to view the CD.

(Windows 95, 98, ME) 

  1. Double click on My Computer .
  2. Double click on the C: drive .
  3. Double click on the folder windows .
  4. Double click on the folder system .
  5. Look for the file called DrvCheck.dll . Right click on the file and rename it to DrvCheckold.dll .  
  6. Click on this link to download the new file: DrvCheck 
  7. When asked to save the new file save the file in this directory. C:\WINDOWS\SYSTEM
  8. Reboot your computer.
  9. Now open the HeritageQuest Resource Viewer and insert a CD. You should now be able to view the CD.