Customer Support

The DJPower® license comes with one year of free DJPower® software upgrades, three (3) months of free phone technical support, and lifetime email support.

Some of the answers below are links to PDF files that can answer frequently asked questions.  If you do not have Acrobat® Reader®, please click on the icon below to download it for free.

How do I install and trouble-shoot my serial remote control?
How do I install my USB remote control?
How do I use my Dazzle DV Creator 200 for video capture?
I'm getting a countdown warning message at start-up.  What do I do?
What are some computer maintenance suggestions to help keep my computer running well?
I want to put my DJPower license on my new computer.  How do I do that?
I've lost my dongle (AKA security key).  What do I do?
My dongle (AKA security key) broke.  What do I do?
What is the warranty on the hardware I purchased?
I'm getting a "List Index Out of Bounds" error.  What do I do?

If you don't see the answer to your question here, please feel free to email us support@djpower.com.  In your email, please give the name the software license is under, the version of DJPower that is being used, and the details of your question.

I am getting a warning message at start-up.  What do I do?

Sometimes DJPower will issue the following error at start up:

You have reached the maximum number of times that The DJPower (tm) Application can be run before renewing its license.  Please contact DJPower International LLC ASAP for a new license.  Note that The DJPower (tm) Application will soon be completely non-functional!  !!! You are left with X Runs to go !!!  Please contact DJPower International LLC at www.djpower.com for an update.

If you get this warning, the solution is to simply un-register and re-register the license.  There are no additional fees involved.  To do this:

1) Open DJPower
2) Click on "Options" (a button at the bottom of the screen)
3) Click on the tab labeled "Misc" or "Advance 2"
4) In the lower right-hand corner, you will see a button that says "Unregister DJPower"....click on it.
5) A warning will appear.....click "OK"
6) A confirmation window will appear
7) Please write the confirmation code down, as we will need it
8) Click "OK"
This will close DJPower
9) Re-open DJPower
A registration window will appear
10) Please email us the confirmation code, along with the long red code that appears in the registration window.  When you email us, also let us know what name the license was purchased under, as well as the version of DJPower that you have installed.
We will email you back the unlock code.

Note: Do not close the window or turn off your computer until you have entered the unlock code.

What are some computer maintenance suggestions to help keep my computer running well?

* We recommend that you defrag your computer about once a week.  This helps to keep your hard drive in order, thus allowing for quicker access to programs & content.  If a computer is not defragged on a regular basis, files can become corrupted and cause problems.

* We also recommend backing up your computer.  This can be done using an image software, using an additional hard drive, or burning content onto a CD.  You do not want to be in a situation where you have to re-create all your music files again from scratch.  BACK UP!

* Whether you hook up to the internet or not, we recommend that you install an Anti-Virus program.  This can protect you from all sorts of nasty things out there - including viruses that specifically attack multi-media files.

* A UPS (Uninterruptible Power Supply) is a good idea.  A good one works as both a surge protector and a back-up battery.  This can help prevent damage to your computer in the case of a power fluctuation or a power surge, as well as keep your DJPower system up & running in the case of a power failure. ---- If you don't want to invest in a UPS, then a quality surge protector is a must.

I want to put by my DJPower license on my new computer.  How do I do that?

Yes.  There are two scenarios.  1) You have a dongle (AKA security key), or 2) you have an older version with no dongle.

Scenario #1 - You have a dongle (AKA security key)
1) Install DJPower on the new computer
2) Install the dongle driver on the new computer
3) Plug the dongle into the appropriate computer port
4) Open DJPower
5) Enter your unlock code into the DJPower registration screen.

Scenario #2 - You have an older version with no dongle.
You will need to un-register DJPower from your old computer first:
1) Open DJPower on the "old" computer.
2) Click on "Options" (a button at the bottom of the screen)
3) Click on the tab labeled "Misc" or "Advance 2"
4) In the lower right-hand corner, you will see a button that says "Unregister DJPower"....click on it.
5) A warning will appear.....click "OK"
6) A confirmation window will appear
7) Please write the confirmation code down, as we will need it to show that you no longer have DJPower running on that computer.
8) Click "OK"
This will close DJPower
9) Install DJPower on the new computer.
10) Open DJPower
A registration window will appear
11) Please email us the confirmation code, along with the long red code that appears in the registration window.  When you email us, also let us know what name the license was purchased under, as well as the version of DJPower that you have installed.
We will email you back the unlock code.

Note: Do not close the window or turn off your computer until you have entered the unlock code

I've lost my dongle (AKA security key).  What do I do?

The DJPower license is tied to the dongle (AKA Security Key).  This key is required to run the DJPower software.  The loss of this key will VOID the software license.  Under NO circumstance will the key be replaced if lost.  If you wish to continue using the DJPower software in such an event, a new software license will need to be purchased at the regular purchase price. 

Considering the above, we recommend that you keep the key in a safe place.  Whether you keep it on a keychain, or strap it to your computer.  If the key does get lost, keep looking for it.  We have had customers who thought they lost their dongle, only to find they had misplaced it.  However, if it is truly lost, you might want  to contact your insurance company to help cover some of the cost of replacement.

My dongle (AKA security key) broke.  What do I do?

Send us the broken dongle for replacement.  We recommend that you ship it using a trackable method.  You do not want the dongle to get lost in the mail, as your license is tied to your dongle.  (Be sure to include your name, return address, as well as date of purchase.)  Once we receive the broken dongle and payment for the replacement and shipping, we will send you a new one.  The cost of replacement of a broken dongle is $60 USD plus S&H. 

I'm getting a List Index Out of Bounds error.  What do I do?

You can try doing the following:

1) Delete all .sav and .sav.text files from the C:\DJPower folder. (DJPower will re-create them fresh when it re-opens) NOTE: These files are all of your settings, and the most important thing you will need to check once you get back into DJPower are some settings under the Sound Card tab: Make sure that your sound cards are set properly & make sure that the Player is set to “Normal”.
2) Defrag the hard drives
3) Delete the following file: C:\DJPower\djpsinfo.txt
4) Leave the DJPower's Option setting to default. Only change the sound card choice if it is incorrect.
This is a setting issue.
5) Be sure that no voice modem is active.
6) Delete all the applications which are open on the tool bar. This is actually the major reason for the error when the DJPower application tries to open.
     Go to Start, then Run
     Type "regedit"
     Select "HKEY_LOCAL_MACHINE"
     SOFTWARE
     MICROSOFT
     WINDOWS
    CURRENT VERSION
    RUN
Delete all the programs that you don't need to run in the background. Ideally this page is empty, but there could be that some programs may need to run all the time.
7) Install DIRECTX9 and MEDIA PLAYER 10 from the C:\DJPower\Utils folder. If these files are not in the DJPower folder or subfolder, you may need to down load them from Microsoft web site.
8) Make sure that your Display Properties are set at 1024 x 768, 16 bit High Color (not 32 bit)
9) Make sure that in Options, under the Sound Card tab, that Player is set to "Normal".