FAQ and Trouble-Shooting

Can you offer support on the CD or product I have purchased?

If you have been directed to this FAQ topic, then you have contacted us regarding a product with which we have no involvement. We often get enquiries from users who have purchased a CD which utilizes our software. Pollen Software offers autorun software, which many thousands of manufacturers and CD authors use on their CDs. Our autorun software provides the pop-up menu when the disc is inserted into your computer. Our software is not related to the other content on the disc, including any software or drivers. As such we cannot assist you with the disc, software, or any associated hardware. Unfortunately we have no knowledge of the product and cannot offer any support to end users, either on the product (hardware or software) which they have purchased, or the use of the autorun on the CD. If you experience any difficulties with a CD, software, or hardware you have purchased, please locate and contact the manufacturer or distributor of the product or CD. We can only offer technical assistance on our autorun software (cd menu software) and other related systems to the registered CD developer.

We also cannot offer any assistance to people who purchase CDs on eBay (or similar services) and find the CD uses an unregistered copy of our software. It is illegal to sell CDs which utilize an unregistered copy of our software, and the purchaser should contact the seller and request a refund. Note that you cannot register the software once it has been written to the CD, the developer had to do that before they created the CD. Our only advice against such activity is to try reporting the problem to the service (e.g. eBay), and if that fails to get results then refuse the charges if you paid by credit card.

Some find it hard to understand that we cannot assist them with the product they have purchased, and decide to get irate and abusive. To put it in perspective: contacting us because you found a reference to us on the disc is akin to us buying a used car, having problems with it, and then contacting you and demanding you immediately come out and fix the car for free because we found an old scrap of paper with your number on it in the glove-box. Unfortunately you will need to contact the dealer, we've never seen the car, have never had anything to do with it, and would not even begin to know how to fix it.

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