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Troubleshooting Tips

No Need To Worry - We're here to help! Simply Follow The Tips Below To Get Your Software Up & Running

If you are experiencing problems with your software please use the information on this page to fix the problem. If you are unable to correct the problem after using the tips provided below please use the form on the right side of this page.

Windows Update
First, and most importantly, it is essential to make sure that your computer's operating system is up-to-date in order for our software to run properly. This procedure can be done by following these few simple steps, and is a good idea regardless of whether you are running our software or not. An up-to-date computer is essential for proper operation and minimal headaches during your computing time.

1. Visit http://www.windowsupdate.com

2. Once the page loads, select "Express"

3. Follow the on screen instructions to complete the update process.

4. After the process completes you will be notified if your computer is in need of essential "Critical Updates". For our purposes you should only be concerned with the "Critical Updates" and "Service Packs".

5. If you are notified that your computer is in need of "Critical Updates" and/or "Service Pack" updates, please perform the updates by following the on-screen prompts.

6. Once the updates are complete, and you have rebooted your computer, you should try running our software again.

Common Problems
Below you will find common questions and answers to easy-to-fix problems that could prevent our software from working properly. Please click on the appropriate link below for the answer to your problem.

• Computer Won't Accept My Password.

• Software wont run on my computer.

• The software is installed on my computer but the program will not accept my email address or phone number.

• The blue status bar gets to 100% and then the screen just sits there with an hour glass.

• After I enter the User Name & Password that you provided to me, my computer asks me for a "Security Password".

• My Firewall is preventing the software from working.

Download/Installation Problems

1. Computer Won't Accept My Password

• Make Sure you are using the User Name & Password That Was Assigned To You By Us.

1. Do NOT use a user name or password that you made up yourself.

2. The proper user name and password that you must use is provided on the receipt that was sent to the email address that you provided on your order form, and/or on the screen that popped up when you placed an online credit card order.

• Make sure that you enter your user name and password in lower case letters. DO NOT USE CAPITAL LETTERS!

The Software Won't Run On My Computer

1. The software is installed on my computer but the program will not accept my email address or phone number.

•  You must enter the exact email address or phone number that you provided to us when you placed your order.

2. The blue status bar gets to 100% and then the screen just sits there with an hour glass.

First, make sure that you have done a "Windows Update" by performing the steps above. If, after you have done a "Windows Update", and you are still experiencing this problem, you are probably running a software firewall on your computer such as Norton Internet Security, McAfee, Zone Alarm, Black Ice, or any one of a number of other firewall programs. If this is the case, you inadvertently (by mistake) told your firewall to block our software from accessing the internet, and will either need to disable your firewall each time you want to use our software, or you will need to enter certain numbers into your firewall program so that it will allow our program to access the internet.

1. First, to determine if your firewall is the problem, temporarily disable it by right clicking on the icon (usually located in the bottom right corner of your monitor next to the time display.) associated with your firewall program, and selecting "exit", "disable", or something similar. (Don't worry - when you reboot your computer, your firewall will automatically re-enable itself.)

2. Once your firewall has been disabled, try our software again. If our software works then you have determined that you mistakenly enabled something in your firewall that is preventing our software from accessing the internet. At this point you have the following options.

   1. You can disable your firewall each time you want to use our software, or

   2. You can call the company that makes your firewall software, and tell them that you have determined that your firewall is blocking a program that you want to allow access to the internet, Then ask them to help you reconfigure your firewall settings to allow our software access to the internet. or

   3. If you are very familiar with your firewall software you can try entering the following information to enable our software to access the internet.

      64.62.162.217

      207.218.251.17

      ebooksystem.staging.infonetsource.net

If you are still in need of assistance, please fill out the form on the right side of this page. 

Common Questions

1. If I have to download the software again will I be charged again?
   You will not be charged if you download the software again. As long as you are re-downloading the software for YOUR individual use you may download as many times as you need, provided the software is still available.
   ***Remember, Our Software Is Licensed For Individual Use Only! (As specified in our terms of service - Any violation of this agreement will result in immediate revocation of your ability to use our software.).***

2. After I enter the User Name & Password that you provided to me my computer asks me for a "Security Password".

1. This is a situation that arises when your computer has, or had at one time been used a subscriber to Micorsoft's MSN service. You can try entering your MSN password into the security screen. If this does not work you will either need to request that we either send your order as an attachment to an email message, or you can download/install the Netscape Browser from http://channels.netscape.com/ns/browsers/default.jsp once the netscape browser is installed you will be able to download  our software without the "Security Password" window prompt.

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