Common Support Issues
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.
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 complete the Request Support form on this page and send your details to us (you MUST include your Product key) and we will do it for you. Your Product Key is contained in the email you were sent when you originally purchased.
Both versions of Vision are now available online for download. There is no requirement to use a DVD or USB. 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 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If you are sure the dongle is not damaged then this usually means the dongle software is out of date, missing or did not install correctly. Please go to the Downloads page of our website, click Vision and then scroll down and download the most recent Dongle Software. Make sure to install this dongle software into the same folder as you installed Vision into. If this does not resolve your problem then it is time to consider upgrading to Vision version 2 and discarding the dongle.
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 no longer need to use a DVD to install. You can download the most recent version of Vision on the Download page of this website.
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?
The easiest solution is to purchase an upgrade from version 1 to version 2 of Vision. If you purchase an upgrade to Vision v2 this includes a Product Key to replace your dongle. Hardware dongles are very old nowadays and it is getting harder for them to be supported by Windows 10.
If you wish to stay with version 1 then you can purchase a a Product Key to replace your dongle without upgrading Vsion. 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:
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 Request Support form at the bottom of this page making sure to include your Product key. We will de-activate this for you (it may take us 24-48 hours to locate your key and to de-activate it). Your Product Key was sent to you by email when you purchased.
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:
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