Topic: When you start SuperNova on Windows 7, you receive an error message “Support Message code 11” and are prompted to run the software in “Emergency Mode”.

Created on:

Last updated on:

Applies to: SuperNova Enterprise, SuperNova Magnifier, SuperNova Magnifier & Screen Reader, SuperNova Magnifier & Speech

NB: Please note that product names in this article may have changed since the time of writing.

Description

When you attempt to start SuperNova on a Windows 7 PC, you receive the above error message and are prompted to run in Emergency Mode. Choosing to “install components and restart” the computer does not resolve the issue.

Solution

This may occur if a particular Windows Update has not been installed. The following windows Update is required for SuperNova to function correctly on Windows 7, computers:

Security Update for Windows 7 x64-based Systems (KB3033929)

https://www.microsoft.com/en-gb/download/details.aspx?id=46148

Once this update has successfully installed, restart the PC and SuperNova will then start correctly. Please also note that if you have a version of Internet Explorer older than 10 installed, this should also be updated.

Disclaimer

The information provided in this knowledge base article has been reviewed and is believed to be accurate and is provided "as is" without any warranties expressed or implied. In no event shall Dolphin Computer Access Ltd. nor its affiliates assume any responsibility for inaccuracies, errors, incidental or consequential damages resulting from any defect or omission in this document, even if advised of the possibility of such damages.

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