Common Support Questions
Please review our list of common support questions below. Hopefully this will assist you. If you have a different query please complete the form provided. 

Vision     

I have purchased a new computer - how do I transfer my Vision software onto it?

Take a Backup of any data you have created within Vision that you need to transfer over. (start Vision, click File, click Backup)

De-activate your Product Key on the old computer. This will free up the key to be used on your new computer. If you cannot do this please email your details to us along with your Product key and we will do it for you (it may take us 24-48 hours to search for and locate your key). Your Product Key is contained in the email you were sent when you purchased.

Both versions of Vision are now available online for download. There is no need to use a DVD or USB unless you want to avoid having to download. Go to the Downloads page of our website and download the version of Vision that you own (either version 1 or 2). Take care not to confuse which version of Vision you need!

Once you have installed Vision on your new computer then you should perform a Restore of your previously backed up data so that it is available to Vision. Here is an article you may find helpful.

I am a Vision v1 user and have an installer DVD but my new computer does not have a DVD drive - what can I do?

You can download (as explained above) or you can purchase a replacement installer on USB memory stick. Click here to purchase. 

I am a Vision v1 user and have lost or broken my hardware dongle. Also : Windows 10 has suddenly stopped recognising my dongle. What can I do?

You can purchase a a Product Key to replace your dongle. To understand the differences between using a dongle or a key please click here.

Miccant no longer supplies replacement dongles. You must purchase a Product key to replace your old dongle.

If you have lost your dongle and cannot return it to us then the cost to replace is higher than if you return the dongle to us for exchange. Please click here to review the options available to you: 

Please note: if you purchase an upgrade to Vision v2 this includes a Product Key to replace your dongle!

I re-installed Vision version 1 but it won't recognise my Dongle - it is asking for a Product Key instead

If you are sure the dongle is not damaged then this usually measn the dongle software is missing or did not install correctly. Please click to download a special installer that provides the final version of the dongle software. Make sure to install this dongle software into the same folder as you installed Vision into:

Download the Vision.Dongle.Installer

I want to run Vision on another computer. 

If you want to transfer Vision from one computer to another, either temporarily or permanently then you must firstly de-activate your current computer's use of Vision. Do this by starting Vision and clicking the Help menu. Then click the item 'Deactivate Vision license on this computer'. You can then install Vision on another computer and use your Product Key to activate this new computer. Do the reverse procedure when you wish to switch back.

With the Vision Product Key you cannot have Vision actively running on 2 computers at the same time unless you purchase an additional activation for your key. If you wish to do this click here.

I forgot to deactivate the Product Key on my old computer and now I cannot use Vision on my new computer. What do I do?
I have had to re-format my computer and I did not de-activate the Product key for Vision. Now it will not start. What do I do? 


Please complete the form at the bottom of this page and send it to us. We will do this for you (it may take us 24-48 hours to locate your key and to de-activate it). Please include your Name and Product Key in your communication so we can locate your details on our web-server. Your Product Key was sent to you when you purchased

Akiva 

I have a very old version of Akiva - how do I install this onto my new computer?
Refer to the email you were sent when you originally purchased. This will contain your Unlock Code. Please be advised that old version of Akiva will likely not install or run with recent versions of Windows. You can purchase an upgrade to the current version by clicking here

My Akiva has stopped working and says it is Unactivated! I have tried activating but it will not let me
Please complete the form below to advise us and we will reset your Product Key for you. Please include your Product Key in your message below. 

I purchased a new computer - how can I transfer my Akiva v2 to it?
Please complete the form below to advise us and we will reset your Product Key for you. This will de-activate Akiva on your old computer and  allow you to activate on your new computer. Please include your Product Key in your message below. Then go to the Downloads page of this website and install Akiva on your new computer. Click here for a page that contains download links for both the Windows and Mac versions of Akiva: 

Families

When I click the Analyse button I do not see any graphs and charts and see an error message.
This is because an essential Microsoft software has not been installed correctly on your computer. Normally this is installed automatically whenever you install Families - but occasionally things can go wrong. To install this software open File Explorer and navigate to the folder you installed Families into on you hard disk. Open this folder and look down the list of files until you find one named MSCHART. Double-click this to install that software.

How can I transfer Families from 1 computer to another?
Please complete the form below to advise us and we will reset your Product Key for you. This will de-activate Families  on your old computer and  allow you to activate on your new computer. Please include your Product Key and Name in your message below. Then download and install Families on your new computer. Click here for a page that contains download links for Families:

Create a Support Ticket

If none of the above has helped with your problem please click the button below to send us a ticket. Please remember to use the email address associated with your software and to include your full name. It is important that you tell us which software you need help with and which version you are currently running.

Screenshots are always very helpful! 

You may wish to open an account with our ticketing system for easy reference and to re-use in the future. Just click 'Sign Up' on the next page