PLEASE NOTE: Many issues are addressed, as well as answered, on our Support Forum. 
If you have not been there seeking help, if you wish you can click Here to be directed to that site.

If you have already diagnosed your problem and need to send items in for repair, click here.

To better assist us in answering questions and diagnosing problems you may be having, please complete this form with as much detail as possible.

If you have comments or suggestions, rather than technical problems, please click here to submit them.

  Please provide the following contact information:

Name
Phone
E-mail	(full email address required!)
Confirm your E-mail	(thank you)

  Please provide the following product information:

CompuTrainer Model	--Choose One-- Pro 3D Pro PC1 Pro NES (Nintendo) Pro Basic Std. NES Other Does Not Apply
Handlebar Version Number The Handlebar Controller LCD display shows the version number briefly within the first few seconds of power up (Example: 25.41) Serial # is located on the back (Example: 11577HB)	(put N/A if it doesn't apply) Serial #
Load Generator Model Number The Load Generator will have the model number on the front label.  (Example: Pro 8001) Serial # is located on the back side (Example: 11577LG)	--Choose One-- Lab Model Pro Model Standard Model CAT 8000 Standard Model CAT 6000 Does Not Apply Serial #
CompuTrainer Software Version (build) Number The version numbers for Challenge PC1 and Coaching Software can be found under the "help/about" pull-down menu. (example: 1.7.78) The 3D v3.0 version/(build) numbers can be found in the load/build screen by clicking on "about" button.  3D v116 and/or earlier version numbers can be found by "right-clicking" on the "info" button in the in the load/build screen (example: v3.0 build 1258 or v116 etc).	--Choose One-- 3D v3.0 3D v116 or earlier PC1 Coaching Software MultiRider Real Course Video Other Does Not Apply Build Number *does not apply to PRO Basic or NES Model CompuTrainer, choose "other"

• If this is a software based technical support request, please enter your PC specifications in the spaces provided below.*  
  
  Not sure what type of computer you have?  Before answering the following questions, run the DirectX™ Diagnostic program to help you fill out this form better:
   
  1. Left-click the Windows™ Start menu
  2. Left-click Run
  3. Type DXDIAG into the command line and left-click OK
  4. The diagnostic tool will launch.  When fully launched you can look under each tab at the top of the screen to display information like processor speed and video RAM, etc.
  5. You should run all the tests in the Display tab to determine how well your video card can handle simple DirectX™ instructions.
  6. You should verify on the Display tab what the Approximate Total Memory is for your video card.  Does it meet or exceed our minimum system requirements?
  7. Determine a "age" of the video driver.  On DirectX™ 9.0 the video driver date is listed on the Display tab page, but on earlier versions you must click on the "Save all information" button to create a text document of this diagnostic information (DXDIAG.TXT).  When saved, open this file and look in the Display Adapter section for "Driver date and time."  If this date goes further back into history than just a few months, check the video card or computer manufacturer for video driver updates.  It is essential, in most cases, to have the latest video driver you can find for your computer.
     

  *This information does not apply to PRO Basic or NES Model CompuTrainers.  For these, select "N/A"

  PC Type:	--Choose One-- Desktop PC Laptop PC Does Not Apply
  Processor Type/Speed: (Example: Intel PIII 800MHz)	(put N/A if it doesn't apply)
  System Memory (RAM):	----------Choose One-------- 16MB 32MB 64MB 128MB 256MB 512MB 1GB 2GB+ Other Does Not Apply
  Video Card Manufacture/Model: (Example: nVidia GeForce2)	(put N/A if it doesn't apply)
  Approx. Total Video Memory: (Example: Approx. Total Memory 16.0MB)	----------Choose One----------- 2MB or less 4MB 8MB 16MB 32MB 64MB+ Don't Know Does Not Apply
  Microsoft Windows Version: Click Here for Compatibility Issues Vista users: Do you have 32-bit or 64-bit Vista?	----------Choose One--------- Windows 95 Windows 98 Windows ME Windows 2000 Windows XP Home Windows XP Pro Windows Vista Home Windows Vista Business Windows Vista Ultimate Windows Vista 64-bit Windows XP on a Mac Windows Vista on a Mac Does not apply
  Microsoft DirectX Version: (Example: DirectX 8.1)	(put N/A if it doesn't apply)

• Do you have the latest video drivers installed? 
  These can usually be downloaded for free from your computer or video card manufactures web site.
  Yes  No  Not sure  Does Not Apply
  *does not apply to PRO Basic or NES Model CompuTrainer.
• Description of Problem or Question.

 The problem I'm having is:

Once you've completed this form, Please click submit only once. 
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  Page Revised: May 26, 2009