Performance issues
Gerald Yagy
via web
Dear KidZui,
I have recently purchased a Toshiba Laptop for my 8 year old
Daughter and found the kidzui browser pre-installed on the machine.
It is a great tool for kids to learn and surf the internet in
safety, however it crashes unexpectedly when my daughter in in the
middle of playing a game or researching a project for school. There
is sometimes an internal 500 error message that pops up. This also
happens on my HP laptop when I log into my parent account. What
could be the cause of this error? I have not found any reference to
this error message on any of the discussion boards or articles. Any
help would be appreciated.
Gerald J Yagy
Thank You,
Support Staff 2 Posted by Dustin R. on 29 Dec, 2011 04:13 PM
Hi Gerald,
I'm sorry to hear that you've been experiencing trouble with KidZui. I have a couple of suggestions that may resolve some of the issues you're experiencing.
First, I recommend re-installing KidZui, which you can do by clicking here. If you continue to experience trouble with KidZui after re-installing the browser, removing and re-installing Adobe Flash may address these issues. You can learn how to remove and re-install Flash by clicking here.
Regarding the error message you're receiving on the parent account, this is something that we're aware of. Unfortunately, I can't promise we'll be issuing a fix for this issue, as the version of KidZui that comes installed on the Toshiba laptop is one that we no longer provide updates for. You're more than welcome to upgrade to our newer version of KidZui (it can be downloaded directly from our website free of charge). Before you upgrade, please note that the new version of KidZui does not support the KidZui Plus membership program, so you would no longer have access to some of those features (as they are not present in the new version of KidZui). You will also need to create new accounts, as the new version uses a different account database.
If there's anything else we can help you with, please let us know.
Happy Holidays!
Dustin
KidZui CS
3 Posted by Kim Donovan on 19 Jan, 2012 04:24 PM
We also purchased the Toshiba for our 8 year old for Christmas and have had the same issues. Why on earth would you partner with Toshiba and have them market a laptop with software that is no longer supported? That is very disappointing and deceitful in my opinion.
Support Staff 4 Posted by Dustin R. on 19 Jan, 2012 06:10 PM
Hi Kim,
I certainly sympathize with you, and sadly I agree that it is somewhat deceitful, though I can assure you that's not something we did intentionally. On behalf of KidZui, I sincerely apologize for that. When we originally partnered with Toshiba over a year ago, we still supported and updated KidZui Classic. The decision to discontinue updates for that version of our browser was only made fairly recently, and though I can't discuss specifics about our partnership with Toshiba, we do hope that we're able to address this with them shortly to prevent future confusion and disappointment.
Warmest regards,
Dustin
KidZui CS
5 Posted by Kim Donovan on 19 Jan, 2012 06:24 PM
Hi Dustin,
I greatly appreciate the response to my comment. I will try to uninstall and re-install the new KidZui2 on the Toshiba and see how it goes.
Again, thank you for the response and owning the issue. That kind of customer attention is rare and gives credibility to companies that practice it!
Sincerely,
Kim
Support Staff 6 Posted by Dustin R. on 19 Jan, 2012 07:05 PM
You're welcome, Kim. If there's anything we can do to help you get set up with K2, or if you run into any trouble, please let us know.
Cheers,
Dustin
KidZui CS