QUESTION: The Spa Deck Designer will not run. I click on the Design Deck button and nothing happens- all I see is the "In Use" page, but I can't design my Deck.

ANSWER: If you are having trouble getting the designer to run, we have found that the majority of issues deal with popup blockers. If you run any kind of popup blocker, don't disable it. Rather set it to allow www.diyonline.com and 162.42.246.34. This way it will allow the Designer to open a new window, but continue to block other pop-ups. If you use an internet security program like Norton Internet Security, please disable it and then try to create a design. Be sure and re-enable it when you are done.


Another possibility is that you do not have the current version of Java on your system. You need to have version 1.5 of Java2SE installed on your computer. It is best to download and install this before trying to create a deck design.


To do this:

1. Go to http://java.sun.com/j2se/1.5.0/download.jsp
2. Click "Download JRE 5.0 Update 3" and follow the directions until you see the Windows Offline
3. Close all open browsers.
4. Run the recently downloaded install file
5. Return to the Spa Deck Designer and try to create a new design


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QUESTION: The Spa Deck Designer will not run and I am running Windows XP Service Pack2.

ANSWER: If you have Windows XP Service Pack 2 installed, you will need to set IE to allow popups from www.diyonline.com and 162.42.246.34


To do this:

1. Open IE.
2. Click on Tools, Pop-Up Blocker, Turn On Popup Blocker. (If you don't see the Pop-Up Blocker menu under the Tools menu, then you don't have XP Service Pack
3. Click on Tools, Pop-Up Blocker, Pop-up Blocker Settings.
4. In the text box at the top of that window type www.diyonline.com and click the Add button. Look at the bottom of that window and see what filter setting the blocker is set for. You may want to set at High so that only the popups you want to see get through.


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QUESTION: The Spa Deck Designer will not run and I have installed Java - all I see is a gray screen with a little box with an "X" in the middle.

ANSWER: You may have conflicting versions of the Java 2 platform running on your computer. In order to check and resolve this problem, please perform the following tasks.


1. Go to http://java.sun.com/j2se/1.5.0/download.jsp
2. Click "Download JRE"
3. Close all open browsers.
4. Run the recently downloaded install file
5. Return to the design site and try a new Deck Design


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QUESTION: I am using a MAC and I can not run the Spa Deck Designer.

ANSWER: In order to run the Spa Deck Designer, you must have the Mac OS X 10.4 or later operating system. See your MAC dealer to obtain the latest operating system. After installing the operating system you will need to download Java.


1. Go to http://www.apple.com/support/downloads/java2se50release1.html
2. and download the J2SE install file. Install Java2SE 5.0.
3. Open your web browser and run the Spa Deck Designer


If these are not the problems you are experiencing or these do not resolve your issues, please feel free to contact us at hss_support@diyonline.com.


Please provide the following information:

1. A complete description of the problem you are having, especially the text of any error messages you received.
2. The operating system and browser you are using
3. The version of Java you are using
4. If you would like us to contact you, then include how you would be preferred to be contacted (email or phone), your contact information, and the best time to call.


Thank you for your patience. Hot Spring Spas


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