Technical Support

Should you experience technical difficulties with any of our software products, please read this page first. If you cannot find what you are looking for and need further assistance please send an email, with a description of the problem to support@jollylearning.co.uk and include the following details:

  • Your operating system (e.g. Windows 10 – with build number if known, macOS 10.14 – Mojave).
  • A photo or scan of the back of the CD case if your software was supplied on disks.
  • The software version number. For most software supplied on disks this can be found on the disks and printed on the back of the CD case.
  • Your serial number. For downloadable software, the serial number will have been emailed to the person who made the purchase or can be found in your online account by logging in at the top of this page (if you have added the product to your account). For software supplied on disk, the serial number can either be found printed in a white rectangle on the back of the CD case, directly on the disks (with some products) or on a label inside the case.
  • The product code. For downloadable software, this begins with “DL”. For software supplied on disks, this begins with “JL” and can be found printed under the barcode on the back of the CD case.
  • Any error messages that you may be getting.

N.B. Please note that this page contains links to websites that are not maintained by Jolly Learning Ltd. You acknowledge and accept that by clicking on any of these links Jolly Learning Ltd is not responsible for any loss of data that may occur to your system as a result and that it is your responsibility to ensure that you have a backup.

Jolly Phonics For The Whiteboard Click here for more information

Jolly Phonics For The Whiteboard Upgrade Offer

If you have Jolly Phonics for the Whiteboard version 3* and you wish to upgrade to version 4, which is downloadable, we offer the following upgrade options:
For customers in the UK £31.50 (inc. VAT 20%).
For customers in the Republic of Ireland and the rest of Europe: £26.25 plus VAT (at local rate)
For customers in the United States: $59.50.
For the rest of the world: £26.25.

Unfortunately, we are unable to provide an upgrade for customers with version 1 or version 2 since these versions are no longer supported.

*Following the release of version 4 in March 2019, Jolly Learning is offering a grace period to allow any customers who purchased version 3 (at full price or as an upgrade) on or after 1st November 2018 to receive a free upgrade to version 4. The deadline for this offer has been extended and will expire on 31st December 2019.

Any customer who purchased version 3 prior to 1st November 2018 can upgrade to version 4 for the current upgrade price.

Please note that we did have an offer to upgrade from version 2 to version 4 that expired on 31st July 2019. Version 2 is no longer supported. Any customers with version 1 or version 2 wishing to upgrade to the latest version will need to purchase at full price.

In order for us to issue upgrades we require all of the following information to be emailed to support@jollylearning.co.uk or for our North American customers please email jolly.orders@aidcvt.com. Unfortunately, we are unable to process your request without it.

  • School/purchaser name
  • School/purchaser full billing address
  • Email address that the software certificate is to be sent to
  • Contact name & telephone number
  • Photo of destroyed v3 discs (as the example below)
  • Clear photo of the back of v3 case showing serial number (as the example below)
  • Copy of invoice it was purchased on if it was purchased on or after 1st November 2018 for those customers claiming their free upgrade

Example Disk Destruction

Once this information is provided our accounts department will raise a proforma invoice (if not a gratis copy) which will be sent to you by email. That email will contain the payment options available to you.

All the offers above are subject to validation by Jolly Learning Ltd. Satisfactory proof of purchase must be provided.

For customers in Northern Ireland

Please be aware that we are currently having system difficulties with installing Jolly Phonics for the Whiteboard on the C2k network. We are looking to rectify the problem, but unfortunately it may mean that you are unable to install the software for your school at this moment. As soon as we have further information available we shall update this page.

Download Jolly Phonics for the Whiteboard V4 manual

 The software licence can be found at the back of the manual.

Try our handy guide for using Jolly Phonics for the Whiteboard:

Jolly Phonics for the Whiteboard – Quick Contents

Jolly Phonics For The Whiteboard Version 4 System Requirements

Windows PC:

• Microsoft® Windows 10, Windows Server 2008

• 2.33Ghz or faster x86-compatible processor, or Intel® AtomTM 1.6Ghz or faster processor for notebook class devices

Mac: 

• OS X®/macOS® 10.10 – 10.14

• Intel CoreTM Duo 1.83Ghz or faster processor

For both Mac and Windows:

• A minimum 512MB of RAM

• You must have Administrator/Privileged Access Rights to install this software

• An Internet connection is required for installation and activation.


Windows 10 update for version 3
Please note that the update described below is NOT supported on Windows 10 build 1809 or above and it is recommended to upgrade to version 4 in this case.
In July 2018 we released an update to fix a problem opening the program following a Windows 10 update (build no 1803). This update is available free to registered users of version 3 and can be accessed by creating an account on our website and adding your serial number.
Please note: you can only register a serial number to one account. If you are using the software in a school we recommend using a school email address and sharing the login details between all teachers who need to download the software.
 
We have created a handy guide for how to register via the following link:

Network deployment guide for IT admins
This is applicable for Jolly Phonics for the Whiteboard version 3 and Jolly Phonics Games CD version 4:
https://docs.google.com/document/d/1W1CZ_WqLV9FeQh5uRKiyG-PlymRFd2hyMIi6kdBT8WE/edit?usp=sharing


Jolly Phonics For The Whiteboard Version 3 System Requirements

PC: Windows XP, Vista, 7, 8, 10 (prior to build 1803). User with Administrator/Privileged Access Rights for installation, 550MB free hard-disk space, Intel PIII 1GHz or equivalent , 256MB RAM, SVGA graphics (800 x 600 at 16-bit), CD-ROM drive, sound card.

Mac: (Intel-based) OSX 10.4 – 10.13, 550MB free hard-disk space for typical install, 256MB RAM, SVGA graphics (800 x 600 at 16-bit), CD-ROM drive, sound card.

NB: macOS 10.13 (High Sierra) is the last macOS that version 3 is supported on. Version 3 customers can upgrade to version 4. Current High Sierra users may notice a popup message stating that the app is not optimized for your Mac. You can safely click OK to ignore this message and continue using the software.

Note for Apple users with Mac OS X 10.7 through to macOS 10.13

Please download and launch the free Mac update tool to avoid having to re-enter the serial number on every launch of the software and for access to every letter group.

Download Jolly Phonics for the Whiteboard V3 Mac update tool

Download Jolly Phonics for the Whiteboard V3 manual

Try our handy guide for using Jolly Phonics for the Whiteboard:

Jolly Phonics for the Whiteboard – Quick Contents

Download Jolly Phonics for the Whiteboard – Step 1 Contents

Download Jolly Phonics for the Whiteboard – Step 2 Contents

Download Jolly Phonics for the Whiteboard – Step 3 Contents

Jolly Phonics For The Whiteboard Version 2

Admin Rights

For customers experiencing problems with Admin rights for Version 2 of the software on Windows, please select and download the fix required for the edition of the software you have.

JL954 Jolly Phonics for the Whiteboard – British English (Precursive)

JL865 Jolly phonics for the Whiteboard – British English (Print)

JL873 Jolly Phonics for the Whiteboard – American English (Print)

JL962 Jolly Phonics for the Whiteboard – American English (Precursive)

Download installation instructions


To identify your version:

If your CD case has a serial number printed in a white rectangle on the back you have version 2 or version 3. The version number will be printed in the small print underneath this adn also on the disks. Version 1 does not have a serial number or version number but the copyright information on the back of the CD case will read ‘© Jolly Learning Ltd 2009’. Version 2 was released in 2010. Version 3 was released in 2011. Version 4 was released in 2019 and is only available digitally – it is not available on CD. If you are unsure which version you have please contact us first.

 

Required Information

You must send this information with any returns in order for us to process it accurately.

Contact name:

School name (where applicable):

School or delivery address (not PO Box):

Telephone number:

Email address:

Please ensure you include this information when returning your product and obtain proof of postage from your postal service.

For the UK editions (ref. JL954 & JL865) please send the complete product with the required information to this address:

Jolly Learning Ltd
Tailours House
High Road
Chigwell
Essex
IG7 6DL
U.K.

For North American editions (ref. JL873 & JL962) please send the complete product with the required information to this address:

AIDC
82 Winter Sport Lane
Williston
VT05495
USA

Tel: 1 800 488 2665
Fax: 802 864 7626
Email: jolly.orders@aidcvt.com

Jolly Phonics Games/CDROM Click here for more information

You will find useful information on installation and navigation in the manual:

Download Jolly Phonics Games CD V4 manual

The software licence can be found at the back of the manual.

 

Jolly Phonics Games CD Version 4

This is the most recent version of the software.

System Requirements

PC: Windows® XP, Vista, 7, 8 or 10. 633 MHz (or higher) CPU. 600 MB free hard-disk space. 4x CD-ROM drive.
Mac®: OS X® 10.5 – 10.10 PowerPC® G5 or Intel® processor. 350 MB free hard-disk space. 8x CD-ROM drive.
A minimum 256 MB RAM is required on both Mac and Windows operating systems.

 

Important information about compatibility

Versions less than 4 are not compatible or supported on Windows 8 and above or Mac OS X 10.7 and above.

If you require compatibility with later operating systems or network installation functionality you will need to upgrade but check that the current version is compatible.

 

Jolly Phonics Games CD Upgrade offer

If you have a version 3 copy of Jolly Phonics Games CD and wish to upgrade to version 4, then we offer the following upgrade options:

Single User Edition

For UK and Republic of Ireland customers: £5 + £4.50 P&P (inc. VAT)
For customers in the United States: $10 + 10% order value for shipping (min $6)
For EU customers and the rest of the world, please contact us first: info@jollylearning.co.uk

Site Licence Edition

For our UK and Republic of Ireland customers: £31.50 + £4.50 P&P (inc. VAT @ 20%).
For customers in the rest of Europe: £31.50 + £7.87 P&P (inc. VAT @ 20%).
For customers in the United States: $34.98 + 10% order value for shipping (min $6)
For the rest of the world: £26.25 + £13.13 P&P (NET) & SALES TAX TO BE PAID BY RECEIVER UPON IMPORT

Please send your complete product to us at our address below (please ensure you use the correct address for your product and region) together with the required information listed at the bottom of this page. You must ensure you obtain proof of postage from your post office. We will issue an invoice and payment must be made prior to dispatch of the new version. Alternatively, you can contact us by email with the required information and an initial photograph or scan of the back of the CD case. The email to use in this instance is support@jollylearning.co.uk.

Unfortunately we are unable to provide an upgrade for customers with version 1 or version 2.

To identify your version:
Unlike later versions, version 1 does not have a serial number printed in a white rectangle on the back of the CD case and does not give a version number underneath this or on the disks. However, the copyright information in the small print on the back of  version 1 will read ‘© Jolly Learning Ltd 2008′. If you are unsure which version you have please contact us first.

 

Required Information

You must send this information with any returns in order for us to process it accurately.

Contact name:

School name (where applicable):

School or delivery address (not PO Box):

Telephone number:

Email address:

 

Please ensure you include this information when returning your product and obtain proof of postage from your postal service.

For the UK editions (ref. JL822 & JL830) please send the complete product with the required information to this address:

Jolly Learning Ltd
Tailours House
High Road
Chigwell
Essex
IG7 6DL
U.K.

For North American editions (ref. JL849 & JL857) please send the complete product with the required information to this address:

AIDC
82 Winter Sport Lane
Williston
VT05495
USA

Tel: 1 800 488 2665
Fax: 802 864 7626
Email: jolly.orders@aidcvt.com

 

Jolly Phonics Letter Sounds App Click here for more information

Should you experience any technical difficulties with the Jolly Phonics Letter Sounds App, please read this page first.

There is an information page built into the app where you can get help using the app. You can also switch between British and American audio and precursive or print letter font. To get to the information page keep pressing the button in the top left-hand corner till it shows the blue i button. Press this and you will then see the information page. You can then scroll through the text on the board.

How to reset the app
The app can be easily reset from the information page. Just follow the steps below:

1) Keep touching the buttons in the top left-hand corner of the screen until you get to the information page.

2) Touch the Trash Can, which is poking out from behind the big sign.

3) Complete the mathematical sum by dragging the correct answer to the empty box.

4) Touch the green tick button to confirm.

5) The app is now reset and you will be taken back to the information page.

6) Touch the button in the top left-hand corner of the screen to create a new profile.

How to edit user flower pots (unlock letter sound groups and delete)

There is a “secret” button, which can be accessed from the information page (please see the steps  above to get to the information page) by touching the top right-hand corner of the screen 10 times! From this screen you are able to “cheat” and set a profile to have completed letter sound groups by touching the flower buds to open them on a plant pot profile. You can also change the profile picture for each plant pot from here.

How to enable Jolly Phonics Letter Sounds App in Child mode on certain Kurio Android devices (e.g. Kurio Tab2)
You need to make sure that the child account is signed into the same Google Play store account that the parent used to download the game.

1) Sign into the parents account and tap the Google play store.

2) Create a Google Play store account or enter an existing one.

3) Download the Jolly Phonics Letter Sounds app.

4) Now, come out of the Google Play store and tap the ‘Kurio Genius’ icon on the home screen.

5) Go to ‘App management’ and make sure that your app is authorised so the child account can see it on their profile.

6) Switch over to the child account.

7) Locate the Google Play store icon and sign into the same account you used to download the app on the parent account.

8) Once signed in, come of the Google Play store and locate your app (it will probably be located in ‘all apps’ on the top right of the child home screen).

Multiple User Issue on Android devices

If you are having problems using the app with multiple user accounts on the same device, then please click the following link. You may also see an error message that begins “Some required assets for the Letter Sounds App are missing.”

JollyPhonicsLetterSounds-MultipleUserIssue.pdf

 

Error 911 on Android devices

Unfortunately error 911 seems to be a fairly common Android issue associated with larger downloads. For our app the error is likely occurring due to a problem in the download of the OBB file that has assets required for the app to function correctly. Please try the steps below to see if the problem can be resolved:

1. Your device should have a file management app such as “My Files”. Launch this app and look for a folder “Android/obb”. This folder may be on your device’s internal memory or on your SDCARD or in both locations.

2. Check to see if the obb folder has a folder named “com.jollylearning.jollyphonicslettersounds”

3. If the folder is present, navigate inside this folder and check for the presence of a file “main.1.com.jollylearning.jollyphonicslettersounds.obb” of size 30,83,42,101 bytes (~308.3MB).

4. If multiple files with this name (with a “temp” or numeric prefix) are present then please check if any of the files matches the required file size mentioned above. If any of the obb files matches the size, delete all other versions of the OBB and rename the file with correct size to main.1.com.jollylearning.jollyphonicslettersounds.obb

5. If in step 4 none of the obb files match the correct size, then delete all these versions and subsequently reinstall the app from the app store on a wifi connection.

You may also wish to review the website below:

http://appslova.com/android-fix-google-play-error-911/

The App is missing or does not download on iPads, iPhones, iPod Touches

This seems to be a bug in iOS 8 causing apps to go missing. Please try the following solution:

Open the Settings app on your device. Touch ‘General’, then ‘Usage’, then ‘Manage Storage’. Find the ‘Letter Sounds’ app that is missing and select it. If it says the app is null, touch ‘Delete App’, then login to the app store and re-download it.

Taking pictures crashes the app on iPads, iPhones, iPod Touches

This issue affects iOS 8 and is fixed in version 1.0.4. Please ensure you have updated the app. The camera should operate correctly on iOS 6 and 7.

You can also try the following:

Access the settings app and scroll down on the left-hand side and touch ‘Jolly Phonics Letter Sounds’. There should be an option to allow the app to access your device’s camera. Once you accept the app should operate correctly.

Sound issues on iPads, iPhones, iPod Touches
If you do not hear any sound coming from the app please check your device first and whether you have sound in any other apps. The problem is most likely due to the mute switch functionality settings. iOS devices have a slide switch near the the volume up and down buttons that can be set to behave as a mute button or for locking the screen rotation. Please check these settings and also ensure the volume is turned up. A simple test is to plug in some headphones and test the volume. Please also check for any app updates from your device. Version 1.0.3 provides an option to override the device sound settings.

This link describes how to configure the side switch in iOS 7/8:

http://support.apple.com/kb/HT4085

This website may be helpful:

https://discussions.apple.com/message/23799157

Please also see this link and consider resetting your device as a last resort as explained. Please ensure you have a backup of your data (via iTunes) prior to resetting or updating your device:

https://discussions.apple.com/thread/6448918

Ladybird bonus game issue
If you are unable to complete the game due to ladybirds not reappearing on the screen please ensure you have updated the app. This issue was fixed in version 1.0.1.

In the meantime if you wish to progress to the next letter sounds group without the update,  you can wait approximately 2-3 minutes for the ladybirds to appear on the screen. Once you are done matching the letter sounds you can skip this game, and proceed to the next letter sound. 

Further assistance

If this page does not solve your issue and you need further assistance, then please send an email with the description of the problem to support@jollylearning.co.uk. Please include the following details:

• your name and contact details.
• your device, model and iOS/Android version. On Apple devices this information can be found in the Settings app by selecting ‘General’, then ‘About’. On Android devices, go to the Settings app and scroll down to select the ‘About’ option.

For general enquires about the app please send an email to info@jollylearning.co.uk.

Jolly Phonics Songs App Click here for more information

For users who have no sound please ensure you have updated to the latest version of the app first.

Apple users with no sound

Due to the number of people reporting that there is no sound in this app we have produced a guide showing how to change the settings on your iPhone/iPod Touch or iPad. Please click the link below:

iDevices-AppsMuted.pdf

If you have the latest version, please try plugging some headphones into your device and turning up the volume to test if you have sound through them as there can be different audio behaviours and settings for headphones as opposed to your device’s speakers.

You should also check the more obvious causes like the mute button and volume controls on your device.

This next step is written for iPad users but may also be applicable to iPhone and iPod Touch…

Please ensure that the ‘ringer’ on your iPad is turned on. There are some apps that require this and some that do not and it can depend on the function of the app in question and how it uses audio. To check your ringer sound settings on your iPad, please follow the instructions on this website:

http://www.quepublishing.com/articles/article.aspx?p=1873027&seqNum=3


You may also find you need to change the behaviour of the mute switch on the right edge of your iPad. Please see this link:

https://discussions.apple.com/thread/5660953?tstart=0


Another helpful link:

https://support.apple.com/en-gb/HT203794


The links below only apply to version 1.0 and have since been fixed in later versions.


Apple Users: please click here for a fix for the Jolly Phonics Songs App

Android Users: please click here for a fix for the Jolly Phonics Songs App