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All Products - Troubleshooting

  1. Why does a "report error" crash screen always come up?
    Tenebril's products are engineered to "capture" any errors that occur, and report them back to Tenebril (with your consent). This may be familiar to you if you use Microsoft Windows XP, which also traps program errors and reports them using the Internet. If the Report Error window has...
  2. Is there any way I can get an extension on the free trial?
    Admittedly, some of our customers have legitimate reasons to seek an extension to their free trials. Unfortunately, in our effort to prevent others from unfairly extending their own free trials, we have made it very difficult to extend the trial period (even for ourselves). It is not possible...
  3. Your product crashes. What can I do?
    Please accept our apologies for whatever inconvenience this has caused you. We're very interested in resolving this as quickly as possible. Please visit, http://www.tenebril.com/kb/directquestion.php and enter as much information about the crash, and your system's settings, as you can....
  4. The product reports that some system files are missing
    The reason you've come to this page is probably that you can't start one of Tenebril's products--it tells you that a critical system file is missing. This happens when the product can't find a part of Windows on which it depends. All software applications, including those from other software...
  5. I get an error message, "Could not find program code."
    Your Tenebril product is missing some of the files it needs. Please make sure you don't remove or alter any of the files in its program folder (i.e. C:\Program Files\[Product name]). To fix the problem, please reinstall the product from (http://www.tenebril.com/downloads/archives.php). You...
  6. I can't get the product to run. It sends me to a "report error" page.
    This problem may be caused by Tenebril's anti-piracy system. On some versions of Windows, the anti-piracy system can malfunction. This problem has been corrected in all Tenebril products. To update your product and obviate this problem, please visit (...
  7. Unable to install program from the CD.
    Please try the following steps to install the program. 1. a) Click on "Start" button and click on "My Computer" option from the menu. (Windows XP). b) Double click on "My Computer" icon on the desktop (Windows 95/98/ME/NT/200) 2. Right-Click on your CD drive and click Explore 3. This...
  8. I get a message "Your Internet Connection could not be used..." while unlocking the software
    The issue could be because of your firewall (or a similar program), which may be blocking GhostSurf from connecting to Internet. GhostSurf requires to connect to Internet in order to complete the unlocking process. You may try disabling your firewall temporarily before unlocking the product....
  9. Unable to install program from the CD.
    Please try the following steps to install the program. 1. a) Click on "Start" button and click on "My Computer" option from the menu. (Windows XP). b) Double click on "My Computer" icon on the desktop (Windows 95/98/ME/NT/200) 2. Right-Click on your CD drive and click Explore 3. This...