Q1. What is the latest version?
Q2. How can I get the latest version of Voxler?
Q3. Where can I find my serial number?
Q4. Where can I find a list of fixes and changes between versions?
Q5. What are the system requirements?
Q6. How do I install or uninstall Voxler?
Q7. Do you offer training?
Q8. Is technical support free?
Q9. Does Voxler run under Windows Vista and Windows 7?
Q10. I can't find the Properties Window, Network Window, or Module Library Window. How can I get it back?
Q11. Why does Voxler seem to be running slow?
Q12. Norton SONAR removes the Golden Software executable files as a security threat! I can’t install or run the software now. What is going on?
Q13. I have a more technical question about the program, where can I find the answer?

Q1. What is the latest version?
A. The most recent versions of all of our programs are located http://www.goldensoftware.com/supportsummary.shtml#stat.

Q2. How can I get the latest version of Voxler?
A. Major upgrades (e.g. version 1 to version 2) cost US$119 plus shipping. Refer to the order form for more information.

Minor updates (e.g. version 1.00 to 1.1) may be downloaded for free if your serial number is registered. Connect your computer to the Internet, click the Help | Check for Update command in Voxler. This will download the latest patch and install it on your machine. Information about the latest version is listed on the Version History page.

If you experience any problems with this command or would like to download the full version of the updated software, please email your registered Voxler serial number to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Once your serial number is verified, we will send you download instructions.

Q3. Where can I find my serial number?
A. The serial number is on the registration card attached to the CD sleeve, or in the download instructions you received when you ordered the software. Please complete the registration card and return it to Golden Software or register online at our web site. After you install Voxler and run it for the first time, you can also find your serial number by opening the software and going to Help | About Voxler. The About Voxler dialog box will show the serial number.

Q4. Where can I find a list of fixes and changes between versions?
A. Information about the latest version is listed on http://www.goldensoftware.com/voxlerhistory.shtml.

Q5. What are the system requirements?
A. Voxler system requirements are available at http://www.goldensoftware.com/products/voxler/voxler-systemrequirements.shtml.

Q6. How do I install or uninstall Voxler?
A. To install Voxler, you must be logged onto the machine as Administrator. To install from CD, insert the CD and click the “Install Voxler” link. To install from a downloaded EXE file, double click on the EXE to begin installation.

For additional information regarding installation, refer to the readme.rtf file.

To uninstall Voxler, use the Windows Control Panel and select Add/Remove Programs. Select Voxler in the list of programs.

Q7. Do you offer training?
A. Golden Software offers a variety of training resources.

• Training Videos/corresponding PDF guides - www.goldensoftware.com/supportvideo.shtml

• Online Support Forums - forum

• Online Knowledge Base - www.goldensoftware.com/activekb/

• Golden Software Newsletters - www.goldensoftware.com/newsletter.shtml

• Product Tutorials available in each program - Go to Help | Tutorial within Voxler.

• Free email and phone Technical Support - http://www.goldensoftware.com/contact.shtml.

Q8. Is technical support free?
A. Yes, technical support is free to all users for as long as you own the product. You must register your product in order to receive technical support. You can reach technical support by phone, fax, or email.

Q9. Does Voxler run under Windows Vista and Windows 7?
A. Yes, Voxler runs under Windows Vista and Windows 7. For best results, run the program as Administrator.

Q10. I can't find the Properties Window, Network Window, or Module Library Window. How can I get it back?
A. The Properties window, Network window, and Module Library window are dockable windows that can be attached to the edge of the Voxler application window, hidden at the edge of the Voxler window, tabbed behind another window, floating at the edge of the monitor display, or turned off.

• First, check in the View menu to verify that the window is activated as indicated by the check mark to the left of the window name. If there is no check mark, choose the Properties Window menu item to activate the window.

The check mark to the left of the Properties
Window item indicates that it is activated.

• These windows can be hidden at the edge of the Voxler application window with the Auto Hide Pin button that is visible when the window is docked. Examine the edges of the Voxler application window for a tab with the window name and click on the tab to view the missing window.

The Properties window can be hidden along the edge of the
Voxler application window. Click on the tab to view the hidden window.

• Check to see if the window is tabbed in back of the Properties, Network, or Module Library windows. Click on the Properties tab to bring the Properties window to the front. Click and drag the tab to change the tabbed window to a separate docked or floating window. Double-click on the Properties tab to convert the window to a floating window.

The Properties window may be tabbed behind
the Network or Module Library windows.
Click on the tab to view the window.

• Search the edges of your monitor to see if the Properties window is near the edge. If many application windows are open, minimize them by right-clicking outside any program icons on the Windows Task Bar usually located at the bottom of the monitor and choose the Minimize All Windows (Windows 2000) or Show the Desktop (Windows XP) menu item. If your keyboard has the "Windows" icon key, press "Windows"+M to minimize all the windows. Click on the Voxler icon in the Windows Task Bar to restore the application window and watch for the appearance of any floating windows. Drag the window towards the center of the monitor to view the window.

The Properties Window can be difficult to see when near the edge of the monitor,
as in this example where it is above the Windows Task Bar at the bottom of the screen.
Drag the window towards the center of the monitor to view the window.

• If you have reduced the resolution of the display to create larger text and windows, the floating window may be completely off the screen. Increase display resolution by right-clicking on the desktop outside any icons or windows, choose the Properties menu command, click on the Settings tab, and slide the Screen resolution slider to the right.

Increase screen resolution in the
Desktop Properties Settings dialog box.

• If all else fails, edit the Windows Registry with the Regedit program. WARNING: Editing the Windows Registry incorrectly may cause Windows to fail. Export a backup copy of the Windows Registry prior to making changes. Close Voxler, choose the Windows Start | Run menu command, enter regedit, and click OK. Delete the key.
  
  HKEY_CURRENT_USER\Software\Golden Software\Voxler\2\BCGSettings
  
  Restart Voxler. The window and toolbar locations are reset to the default locations.

Q11. Why does Voxler seem to be running slow?
A. Make sure your OpenGL driver is hardware accelerated. The drivers that come from Microsoft are usually NOT accelerated, while the drivers that come from the hardware manufacturer usually ARE accelerated.

• Make sure hardware acceleration is enabled in Files | Preferences | Enable Hardware Acceleration. Note that you must restart Voxler for this setting to take effect.

• Some of the higher quality transparency modes can greatly slow down rendering. Make sure View | Transparency Type is set to Blend for best performance.

• If there is a lot of hard disk activity and everything seems extremely slow, then your computer may have run out of memory and is trying to page to disk. Voxler requires all network data and graphics output to reside in memory. Several steps can be taken to reduce the amount of required memory:

  • Use the Subset module to extract a portion of large lattices, save the extracted data to disk, and use the saved file in future runs.

  • Use the ChangeType module to change the data type of large datasets to one that requires fewer bytes.

  • Avoid graphics that require large amounts of memory like Heightfields.

Q12. Norton SONAR removes the Golden Software executable files as a security threat! I can’t install or run the software now. What is going on?

A. Norton AntiVirus, 360, Internet Security and other Norton products may remove and quarantine the Grapher, Surfer, Voxler and Strater installation (from CD) and application executable files as threats. Once this happens, they will no longer run. Our software does not contain viruses or other security threats. We are working with Norton so that they discontinue flagging our software as a potential security threat.

In the meantime, if you are installing from the CD and encounter this problem, you can disable Norton, run the installation from the CD, and then re-enable Norton after the CD installation.

Once the software is installed (or if you install the software directly from the download EXE file), the first or second time you open the program, Norton might also quarantine the application EXE file (i.e. surfer.exe), preventing it from being used. You will need to restore the application EXE file from quarantine and then you can open and use the software.

Using Norton Internet Security, you can restore the application EXE file from quarantine by following these steps:

 

1. Open Norton.
2. Under the Computer section, click on the Quarantine link.
3. In the Security History dialog, select where it says surfer.exe was quarantined, then click on the blue Options link in the upper right of the dialog.
4. Click on Restore this file.
5. Click Yes to restore the file.
6. Close Norton and run the software.

 

If you are using Norton 360, another customer says to do this:

 

1. Open Norton 360 by right clicking at the bottom right Norton icon.
2. Click Tasks at the center top of the page.
3. Click View Security History in left column.
4. Identify and click on the quarantined surfer.exe file.
5. On the same page click on the Recommended Action box of options.
6. Click Yes to restore the surfer.exe program to its original location.
7. Click Close and restart computer

To help improve this for the future, we ask that you please report this false positive to Symantec (Norton). To do this, you can use Norton’s built in “Submit to Symantec” feature. In most Norton products, this is done automatically by default. If you have turned the automatic submission off, you can submit this to Symantec manually by entering quarantine view, selecting the item, clicking on More Details and choosing Submit to Symantec.

Thank you for your patience.

Q13. I have a more technical question about the program, where can I find the answer? 
A. For more technical questions and answers, please visit our Knowledge Base at: http://www.goldensoftware.com/activekb/

Q1. What is the latest version?

Q2. How can I get the latest version of Voxler?

Q3. Where can I find my serial number?

Q4. Where can I find a list of fixes and changes between versions?

Q5. What are the system requirements?

Q6. How do I install or uninstall Voxler?

Q7. Do you offer training?

Q8. Is technical support free?

Q9. Does Voxler run under Windows Vista and Windows 7?

Q10. I can't find the Properties Window, Network Window, or Module Library Window. How can I get it back?

Q11. Why does Voxler seem to be running slow?

Q1. What is the latest version?
A. The most recent versions of all of our programs are located http://www.goldensoftware.com/supportsummary.shtml#stat.

Q2. How can I get the latest version of Voxler?
A. Minor updates (e.g. version 1.00 to 1.1) may be downloaded for free if your serial number is registered. Connect your computer to the Internet, click the Help | Check for Update command in Voxler. This will download the latest patch and install it on your machine. Information about the latest version is listed on the Version History page.

If you experience any problems with this command or would like to download the full version of the updated software, please email your registered Voxler serial number to This e-mail address is being protected from spambots. You need JavaScript enabled to view it '; document.write( '' ); document.write( addy_text15390 ); document.write( '<\/a>' ); //--> This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Once your serial number is verified, we will send you download instructions.

Q3. Where can I find my serial number?
A. The serial number is on the registration card glued on the inside front cover of your Getting Started Guide, or in the download instructions you received when you ordered the software. Please complete the registration card and return it to Golden Software or register online at our web site. After you install Voxler and run it for the first time, you can also find your serial number by opening the software and going to Help | About Voxler. The About dialog box will show the serial number.

Q4. Where can I find a list of fixes and changes between versions?
A. Information about the latest version is listed on http://www.goldensoftware.com/voxlerhistory.shtml.

Q5. What are the system requirements?
A. Voxler system requirements are available at http://www.goldensoftware.com/products/voxler/voxler-systemrequirements.shtml.

Q6. How do I install or uninstall Voxler?
A. To install Voxler, you must be logged onto the machine as Administrator. To install from CD, insert the CD and click the “Install Voxler” link. To install from a downloaded EXE file, double click on the EXE to begin installation.

For additional information regarding installation, refer to the readme.rtf file.
To uninstall Voxler, use the Windows Control Panel and select Add/Remove Programs. Select Voxler in the list of programs.

Q7. Do you offer training?
A. Golden Software offers a variety of training resources.

• Training Videos/corresponding PDF guides - www.goldensoftware.com/supportvideo.shtml

• Online Support Forums - forum

• Online Knowledge Base - www.goldensoftware.com/activekb/

• Golden Software Newsletters - www.goldensoftware.com/newsletter.shtml

• Product Tutorials available in each program - Go to Help | Tutorial within Voxler.

• Free email and phone Technical Support - http://www.goldensoftware.com/contact.shtml.

Q8. Is technical support free?
A. Yes, technical support is free to all users for as long as you own the product. You must register your product in order to receive technical support. You can reach technical support by phone, fax, or email.

Q9. Does Voxler run under Windows Vista and Windows 7?
A. Yes, Voxler runs under Windows Vista and Windows 7. For best results, run the program as Administrator.

Q10. I can't find the Properties Window, Network Window, or Module Library Window. How can I get it back?
A. The Properties window, Network window, and Module Library window are dockable windows that can be attached to the edge of the Voxler application window, hidden at the edge of the Voxler window, tabbed behind another window, floating at the edge of the monitor display, or turned off.

• First, check in the View menu to verify that the window is activated as indicated by the check mark to the left of the window name. If there is no check mark, choose the Properties Window menu item to activate the window.

The check mark to the left of the Properties
Window item indicates that it is activated.

• These windows can be hidden at the edge of the Voxler application window with the Auto Hide Pin button that is visible when the window is docked. Examine the edges of the Voxler application window for a tab with the window name and click on the tab to view the missing window.

The Properties window can be hidden along the edge of the
Voxler application window. Click on the tab to view the hidden window.

• Check to see if the window is tabbed in back of the Properties, Network, or Module Library windows. Click on the Properties tab to bring the Properties window to the front. Click and drag the tab to change the tabbed window to a separate docked or floating window. Double-click on the Properties tab to convert the window to a floating window.

The Properties window may be tabbed behind
the Network or Module Library windows.
Click on the tab to view the window.

• Search the edges of your monitor to see if the Properties window is near the edge. If many application windows are open, minimize them by right-clicking outside any program icons on the Windows Task Bar usually located at the bottom of the monitor and choose the Minimize All Windows (Windows 2000) or Show the Desktop (Windows XP) menu item. If your keyboard has the "Windows" icon key, press "Windows"+M to minimize all the windows. Click on the Voxler icon in the Windows Task Bar to restore the application window and watch for the appearance of any floating windows. Drag the window towards the center of the monitor to view the window.

The Properties Window can be difficult to see when near the edge of the monitor,
as in this example where it is above the Windows Task Bar at the bottom of the screen.
Drag the window towards the center of the monitor to view the window.

• If you have reduced the resolution of the display to create larger text and windows, the floating window may be completely off the screen. Increase display resolution by right-clicking on the desktop outside any icons or windows, choose the Properties menu command, click on the Settings tab, and slide the Screen resolution slider to the right.

Increase screen resolution in the
Desktop Properties Settings dialog box.

• If all else fails, edit the Windows Registry with the Regedit program. WARNING: Editing the Windows Registry incorrectly may cause Windows to fail. Export a backup copy of the Windows Registry prior to making changes. Close Voxler, choose the Windows Start | Run menu command, enter regedit, and click OK. Delete the key.
  
  HKEY_CURRENT_USER\Software\Golden Software\Voxler\1\BCGSettings
  
  Restart Voxler. The window and toolbar locations are reset to the default locations.

Q11. Why does Voxler seem to be running slow?
A. Make sure your OpenGL driver is hardware accelerated. The drivers that come from Microsoft are usually NOT accelerated, while the drivers that come from the hardware manufacturer usually ARE accelerated.

• Make sure hardware acceleration is enabled in Files | Preferences | Enable Hardware Acceleration. Note that you must restart Voxler for this setting to take effect.

• Some of the higher quality transparency modes can greatly slow down rendering. Make sure View | Transparency Type is set to Blend for best performance.

• If there is a lot of hard disk activity and everything seems extremely slow, then your computer may have run out of memory and is trying to page to disk. Voxler requires all network data and graphics output to reside in memory. Several steps can be taken to reduce the amount of required memory:

  • Use the Subset module to extract a portion of large lattices, save the extracted data to disk, and use the saved file in future runs.

  • Use the ChangeType module to change the data type of large datasets to one that requires fewer bytes.

  • Avoid graphics that require large amounts of memory like Heightfields.