Technical Questions

Downloading Questions
Printing Questions
Projectable Questions
Audio Recorder Questions
Quiz Questions

Why do I receive a blank PDF when I try to download materials?

• Make sure you are waiting long enough for the PDF to download and open. Some larger PDFs can take several minutes to download on a slower connection (modem or dial up).
• If you wait a few minutes and still receive a blank page, clear your cache. You may also need to have your school or district Network Administrator flush the server cache, or have your Internet provider clear the server's cache.
• If you still receive a blank PDF when downloading make sure the Fast Web View option in Acrobat Reader is disabled.

Windows:

1. Select Preferences within the Edit pull-down menu.
2. Select the Options category.
3. Uncheck the option labeled Allow Fast Web View.

Macintosh:

1. Select Preferences within the Adobe Reader pull-down menu.
2. Select the Internet category.
3. Uncheck the option labeled Allow Fast Web View.

It is also imperative that you check the manufacturer's website for your printer to make certain that you have the most current version of the print driver.

I can't download PDFs because I am getting a "File not found" error message. How do I fix it?
An old file is likely saved in your Proxy Server's cache file. If you are connecting from a school computer, please have your Network Administrator flush the server cache. If you are connecting from a home computer, you may want to ask your Internet provider to clear the server's cache.

You may also try clearing your computer's cache.

My login is okay, but the downloads fail; what should I do?

• Make sure you are using the latest version of Adobe Acrobat Reader. Multiple versions can cause conflicts, so be sure to delete your previous versions first.

To uninstall Acrobat Reader on a PC:

1. Use the Add/Remove Programs option in the control panel.
2. Select Acrobat Reader.
3. Click the Add/Remove button.

To uninstall Acrobat Reader on a Mac:

1. Delete the program file(s) by throwing the folder(s) in the trash.
2. Delete the preferences file(s) for the program. (OSX users will need to delete the preferences files located in each User Account as well as the System Preferences.)
3. Empty the trash.

• Make sure you are not using download accelerator software. Please consult with your Network Administrator to resolve.
• Make sure you are using a supported Internet browser and version. 

1. On a PC (Windows), right-click the link to the PDF. On a Mac, click and hold down the mouse button over the link to the PDF.
2. Choose Save Target As or Save Link to Disk from the menu.
3. Save the PDF to your computer at a location of your choice.
4. Close all open windows.
5. Launch Acrobat from the Programs submenu under the Windows Start button.
6. Choose File>Open from within Acrobat.
7. Navigate to and open the saved file.
8. Print the saved PDF from within Acrobat.

How do I make the PDFs open in Acrobat Reader?
To display properly, PDF documents must be opened in Acrobat Reader (or, optionally, Preview on a Macintosh).

Windows:

1. Open the Documents folder.
2. Choose the Tools Folder Options or the View Folder Options menu item. 
3. Select the File Types tab. 
4. Scroll through the list of files until you find the PDF file type. 
5. Click the Change button in the panel.
6. Select Acrobat Reader from the list of programs.
7. Click the OK button. 
8. Close the File Options window.

Macintosh:

1. Select the document in the Finder.
2. Select the File menu.
3. Select the Get Info menu item.
4. Click Open with in the Info window.
5. Choose an application in the pop-up menu or choose Other to select an application not listed.
6. Click the Change All button.

Have all the PDF files been tested?
Yes; our PDFs are successfully tested on both a PC and a Macintosh prior to posting on our site.

Why is the PDF showing up as a blank page when I print?

• Make sure you are waiting long enough for the PDF to download and open. Some larger PDFs can take several minutes to download on a slower connection (modem or dial up).
• If you wait a few minutes and still receive a blank page, clear your cache.
• If you still receive a blank page when printing, delete any extra copies of Adobe Acrobat Reader installed on your machine, and make sure you have the latest version available. Multiple versions can cause conflicts.

To uninstall Acrobat Reader on a PC:

1. Use the Add/Remove Programs option in the control panel.
2. Select Acrobat Reader. 
3. Click the Add/Remove button.

To uninstall Acrobat Reader on a Mac:

1. Delete the program file(s) by throwing the folder(s) in the trash.
2. Delete the preferences file(s) for the program. (OSX users will need to delete the preferences files located in each User Account as well as the System Preferences.)
3. Empty the trash.

It is also imperative that you check the manufacturer's website for your printer to make certain that you have the most current version of the print driver.

What should I do if a portion of the page prints, but not the entire page?
This error occurs most often because the Fast Web View option is enabled in Acrobat Reader. Disabling it should clear up the situation.

Windows:

1. Select Preferences within the Edit pull-down menu.
2. Select the Options category.
3. Uncheck the option labeled Allow Fast Web View.

Macintosh:

1. Select Preferences within the Adobe Reader pull-down menu.
2. Select the Internet category.
3. Uncheck the option labeled Allow Fast Web View.

What should I do if the pictures won't print, print all black, or are printing garbled?
Make sure you have the latest driver available for your printer. Many printing issues in Acrobat Reader can be solved with the update of printer drivers. For the most recent copy of your printer driver, please visit your printer manufacturer's website.

These printing issues can also be related to low system resources (such as RAM or hard drive space). The best way to deal with the problem is to download the PDF to your hard drive and print it from within Acrobat Reader instead of printing it from within your Internet browser window.

To download the PDF to your hard drive:

1. On a PC (Windows), right-click the link to the PDF. On a Mac, click and hold down the mouse button over the link to the PDF.
2. Choose Save Target As or Save Link to Disk from the menu.
3. Save the PDF to your computer at a location of your choice.
4. Close all open windows.
5. Launch Acrobat from the Programs submenu under the Windows Start button.
6. Choose File>Open from within Acrobat.
7. Navigate to and open the saved file.
8. Print the saved PDF from within Acrobat.

If you continue to experience difficulties, please contact our customer service department toll-free at (866) 889-3729.

Can I print double-sided?
Most Reading A-Z Leveled Readers are available in double-sided format. Please see the double-sided printing instructions. Our double-sided versions were designed to accommodate the most common duplex printers. If you experience difficulties, you may need to change the binding settings on your printer or copier.

How do I get official photocopy permission?
Please send a written request to our customer service department at support@learninga-z.com. Be sure to include your username in the request.

What materials are available in projectable format?
Reading A-Z Leveled Readers, Decodable Books, Read Alouds, and Poetry Books, All Science A-Z resources, and 3 Raz-Kids books per level rotated regularly are available in projectable format. Reading A-Z and Science A-Z projectable materials include highlighting, pen, stamp, framing and cover tools to provide an interactive environment.

Can I print a projectable page?
Yes, projectable pages can be printed by selecting the Print icon at the bottom of the page. Use the projectable tools in whole group instruction, then print the pages to send home with students as a study guide.

Why does my printed projectable page appear stretched?
Projectable pages must be printed with the print icon. Using the print option under the File menu will print the entire screen and may fit the screen to the page by stretching it.

How do I view a projectable page full screen?
View a projectable page in full screen to focus on instruction by selecting the Full Screen icon at the bottom of the page.

Can I increase the font size?
At this time, there is no option to change the font size of a projectable page. 

What does the security message mean?
Permission must be granted to allow a connection between your microphone and the program the Raz-Kids recording feature uses (Flash). If you do not want to grant permission, you will be unable to use the recorder. However, this will not affect anything else on the Raz-Kids website.

Why am I receiving an error message that the audio recorder is not available?
An error message may indicate that a microphone is not detected. After verifying a microphone is plugged in, check the microphone settings:

1. Right click on the audio recorder tools.
2. Select Settings.
3. Select the Microphone icon.
4. Select allow and remember.
5. Close the window.

1. From the Start menu, click Control Panel.
2. Select Windows Firewall.
• You may need to double click Security Center and then select Windows Firewall from the bottom of the Security Center window.
3. Select General.
4. Make sure "Don't allow exceptions" is not checked.
5. Select Exceptions.
6. Click the programs you wish to allow an incoming connection to.
• To exempt a website, simply select the browser using to access the Internet.
• To allow Mp3 files for listening to Raz-Kids quizzes, select iTunes.
7. Click Ok.

Why does the recording stop after a few seconds?
The recording will automatically stop if it does not detect sound. If a microphone is connected properly, you may need to check the microphone settings:

1. Right click on the audio recorder tools.
2. Select Settings.
3. Select the Microphone icon.
4. Select the appropriate microphone from the drop-down menu
5. Adjust the volume until the indicator flashes green.
6. Close the window.

If you continue to experience difficulties, please contact us.

We can hear the audio for the books, why can't we hear the quizzes?
Raz-Kids quizzes provide audio for levels A-G. To hear the questions or the possible answers, simply click on the text. If you still do not hear the audio, you may need to adjust your firewall settings to allow Mp3 file format:

1. From the Start menu, click Control Panel.
2. Select Windows Firewall.
• You may need to double click Security Center and then select Windows Firewall from the bottom of the Security Center window.
3. Select General.
4. Make sure "Don't allow exceptions" is not checked.
5. Select Exceptions.
6. Click the programs you wish to allow an incoming connection to.
• To exempt a website, simply select the browser using to access the Internet.
• To allow Mp3 files for listening to Raz-Kids quizzes, select iTunes.
7. Click Ok.