Support Site Updated
 09 Dec 2011
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Support Site for Wordshark & Numbershark

White Space Ltd is Registered in England and Wales at 45 St Dunstans Rd London W6 8RE.      Registered number 908615

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FAQ 10:

Can I copy my CD to make a backup?

Can damaged disks be replaced?


Q10.  We are worried that our program CD might get damaged. Can we make a backup CD ?
          
 No: Our single user CD acts as a portable licence This has the advantage of allowing you to install the program onto several machines, using the CD physically in the drive as the portable licence. Copying is therefore against the terms of our licence, and we are unable to accept any liability for the damage that may result from attempting to copy our CD.
We think our CD is damaged. Can we obtain a replacement?
We aim to maintain replacement stocks of disks for products bought for at least the past five years.
We offer a disk replacement service for Numbershark 3 and 4, and Wordshark 3s and 4, to UK customers, and for countries with no local distributor, where for a small fee covering part of our production, post and admin costs we will exchange a cracked, scratched or broken CD. The CD must be returned to us as evidence of purchase (even if in bits!). To minimise postage costs, the CD case and manual need not be returned). Contact Sales if you need this service, stating which country you are in.
We are not able to replace Wordshark version 2, 2L or 3 CD products. These have long since been discontinued, and stocks are now exhausted.
For overseas customers in countries where we have distributors, we advise that you contact your local distributor, as most offer a similar service, and this minimises the  the turn-around time, international  postage, packing and customs costs that you would otherwise incur.  
Our overseas distributors

Symptoms of a damaged CD:
1. You may be requested to “Insert the correct CD” (the message varies slightly with different releases)
2. You may find that the program has been taking longer to load, then makes a buzzing/knocking noise as it hunts to try to find the tracks, and eventually can’t find them at all.
 3. You may find the program loads, but then freezes  mid-game. The program tests for the presence of the CD every 2-3 minutes, trying to read a track from the CD. If it is unable to find the track it is looking for, it will either freeze or come up with a message similar to the one above.
Things to Try:
 Check the disk for any crack spreading out from the centre spindle hole - see warning
 Check the disk for obvious scratches. If there are none, or they look very minor:
Try cleaning the disk. This very often works.
Try coating and polishing the CD using a disk repair kit. This sometimes works.
Try cleaning the disk drive with a disk drive cleaning kit. This sometimes works.
Try signing onto another computer as the computer administrator, and installing the program.

If it fails to install, and stops part way, then this is almost always a sign of disk damage. You may see an error message “Feature Transfer Error” or “Cyclic Redundancy Check Error”, which will be a further confirmation of damage.
If it DOES load OK, try an uninstall/reinstall on the other machine. If this does not help, then suspect corrupted data in the [number][word]shark-shared directory. Either empty this directory to a safe place and see if this helps, or contact Support for assistance.