Support
Specification | Instructions | FAQ and help | Troubleshooting
Email support is generally available between 8am and 10pm, please contact us first through info@electricalquals.com before seeking out phone numbers. Support issues via email can be solved far more quickly and securely than telephone calls.
Important, please take note
Some email providers and email clients view the automatic email response containing the serial number and download address as spam or junk and treat it accordingly. Offenders are Hotmail, MSN, AOL, LIVE and BTInternet as well as Outlook and Outlook Express through certain providers. If you do not receive an automated response within an hour containing download and serial number details, please email us immediately and we will forward the relevant email on as soon as someone is available.
Please take time to read the FAQ below before contacting us, it may answer your question.
Although we have thoroughly tested this product, we appreciate there may be errors and perhaps difference of opinion. Please contact us, we are more than happy to discuss the CD and any issues that may arise.
The CD is designed to run cross platform and on any system. Once the software has been installed, performance solely depends on the specification of your individual computer.
Specification
Operating Systems
- Windows XP
- Windows Vista
- Windows 7
- Intel based Mac OS X 10.6 and later
Minimum Hardware
- Pentium or AMD 1GHz or greater
- 512 MB RAM (Recommended 1 GB RAM for Vista and Windows 7 users)
- Intel based Apple Mac
- 256 MB RAM (Recommended: 512 MB RAM or greater)
- CD or DVD drive for CD purchases
Minimum Configuration Requirements
- Access to the internet
- Access to your 'C' drive (or the hard drive you store programs on)
- Administrator rights to install and run the software
Instructions for use
Important
Ensure you have an active internet connection
Then...
- Insert CD into drive or double click the downloaded software
- Ensure that any firewalls you have running allow access to the internet for our software and that you have sufficient rights (administrator rights) to install the software
- Follow instructions on screen to install software, clicking next when prompted to do so
- Once installed, access the software via the start or programs menu
- When prompted, enter serial number from the email you received on purchase or located within Google Checkout. Please ensure that you copy and paste the serial number to avoid errors occurring during entry.
- Practice away!
Please note that this product requires an active internet connection to authenticate the software. In case of difficulties, please ensure you send as much information as possible such as your operating system, processor speed and amount of installed RAM. Always ensure you have the latest updates for your operating system installed.
For technical difficulties with the software installation, you can contact Exam Software directly at support@examsoftware.co.uk or visit their support pages to find answers to your questions at http://www.examsoftware.co.uk/d/content/support
Frequently Asked Questions
We have compiled a list of the most common questions encountered when using our software.
- Why are the CDs so expensive?
- My CD hasn't turned up
- The CD fails to run
- The CD still fails to run
- I have tried all that, the CD still does not work
- I have installed the CD on my home computer and it works fine. When I try to run it on my laptop, it will only run in limited mode, why is this?
- My email hasn't arrived
- My email still hasn't arrived
- My email still hasn't arrived
- No details have come through Google Checkout yet
- Can I contact you via the phone?
- How fast can I expect a response?
- Do you offer discounts?
- What about buying for use in a college or training provider?
- Some questions are wrong
Q: Why are the CDs so expensive?
A: Production time, postage costs, packaging costs, transport costs, increasing electricity and fuel costs and daily trips to the post office to name a few reasons. We offer both CD and download as we know that some people prefer a physical product but from a financial point of view, we lose money on every CD we produce. This money has been balanced by downloads but we can no longer afford to offset one against the other.
A: Postage, packing and delivery is included in the price and all packages are posted first class. Sometimes, orders may take up to 3 days to be dispatched due to logistics. If you would like to receive the product earlier, we will post recorded delivery but will levy an additional charge for this service. If you have not received your product within 7 days, please contact your post office first, then us directly via email. We record all proof of delivery, addresses and serial numbers for each individual order.
A: First off, please be patient with your CD drive. They vary considerably in speeds and access times and this may cause a long delay when you first run the CD.
Q: The CD still fails to run, even after patience!
A: Explore your CD drive (via "My Computer" or similar, right click and select "Explore"), locate the file that ends "-Setup.exe" (for example, "EQX-202-3.0.300-1.13-Setup.exe") and double click that. Some CD drives do not have Autorun enabled, this process bypasses that issue.
Q: I have tried all that, it still does not work.
A: Explore your CD drive (via "My Computer" or similar, right click the CD drive icon and select "Explore"). Do you see any files? If not, then contact us directly and we will replace the CD. Faulty CDs are very rare, but instances do occur.
Q: I have installed the CD on my home computer and it works fine. When I try to run it on my laptop or on another computer, it will only run in limited mode and give me a few questions, why is this?
A: Please refer to the terms and conditions. The CD is sold on a single person or single machine volume license for colleges only. After the CD is activated on a machine, it will not run on another. If you require additional licenses, then please contact us for bulk discount rates.
A: Please check your junk/spam mail filter. Some email clients like Yahoo and Hotmail may think that the email is some sort of spam. Another big culprit is BT Internet.
Q: My email still hasn't arrived
A: Please make sure that the email address you use for PayPal can receive emails. We have had several cases of people using emails that are no longer current hence they have not received their confirmation emails. Please also check you have entered your email correctly. To reply instantly, the system is automated and will not recognise incorrect email addresses such as bambilovin1988@hoatmail.co.uk (sic)
Q: My email still hasn't arrived
A: Please contact us with your details including the product purchased, your PayPal email address and the date you purchased the product. We endeavour to supply the necessary information within 12 hours of purchase.
Q: No details from Google Checkout
A: The details are on the last page of Google Checkout after your card has been processed as below. You can go back into Google even after you have purchased and find the details needed to install the software. Your software details page will look like the screenshot below.
Q: Can I contact you via the phone?
A: Only in extreme cases is it necessary for telephone contact and then only after all previous email assistance has failed. Providing a telephone contact is expensive and would increase our costs, meaning essentially it would increase the cost to you as a consumer. Electrical Quals are also involved in assessments on the C&G2391, the C&G2330 and the C&G2356 NVQ Level 3 so may well be occupied with students and may not always be able to take a call. We have also had phone calls early morning before and being as the business is run in a family residence, it can be somewhat annoying.
Technical support issues should be addressed to support@examsoftware.co.uk. or info@electricalquals.com Please give as much information as possible, simply emailing with comments like "it won't work, please help" is not going to get your query solved particularly fast. Emailing us with the transaction ID, serial number, purchasing email address and actual product results in technical issues being solved in a fraction of the time more scant emails do.
Q: But what if it's urgent?
A: Preferably not again. Email support is still the fastest and easiest method of resolving any issues due to immediate access to all the information on our systems. Telephone support costs both parties and takes longer to resolve. Only in the event of all else failing will we use telephone support. If you need the software for an exam, we recommend purchasing well in advance.
Q: How fast can I expect a response?
A: Within 4 hours should be expected. Usually contact is made within the hour depending on how busy we are. Support is usually dealt with between 7 am and 10 pm although on weekends this may be down to once a day. Peak periods, usually January to July might see a bigger delay in replying, we ask for your patience during these busy periods.
A: Yes of course. As with any product, costs decrease with larger orders. Please contact us if you wish to purchase in quantities of 5 or more for an individual quote.
Q: What about buying for use in a college?
A: Of course. We offer machine specific licenses for colleges, again the more you order the cheaper the cost. Please email us for a brochure and price list. Please note, only academic email addresses (ending in .ac.uk.) will receive a response to this request.
Q: Some of your questions are wrong?
A: We pay good money for external factions to proof read and check all exam content. If you think a question is incorrect, please contact us. If you are right, we will happily give you a voucher off your next purchase with us. We are always on the look out for reliable proof readers, if you think you can help, please contact us. We also put our software out to public scrutiny via the IET forums as a backup for professional proof readers. After all of this, we are only human at the end of the day, so please take this into consideration when contacting us.
Troubleshooting
- The software won't download
- I have downloaded the software, when I double click it it doesn't run
- The software won't accept the serial number
- I keep double clicking the software after I have installed it and it isn't working properly
We really recommend you use a browser that is capable of resuming downloads in case of your internet connection dropping. Suitable software such as Firefox, Opera, Google Chrome and Safari all support this function meaning if your connection gets interrupted, you can simply reboot your computer and re-open the software and it will continue to download the software from where it left off. Remember to save the software somewhere you can remember it such as "My Documents" or somewhere similar.
Q: I have downloaded the software, when I double click it it doesn't run
In this instance, provided you have met the minimum specification, then we recommend deleting the download, rebooting the computer and starting a fresh download using a browser that is capable of resuming downloads in case of your internet connection dropping. Suitable software such as Firefox, Opera, Google Chrome and Safari all support this function meaning if your connection gets interrupted, you can simply reboot your computer and re-open the software and it will continue to download the software from where it left off.
If you do not meet the minimum specification, then the software will not work. Currently the software is for Intel based Macs and Windows PCs.
Q: The software won't accept the serial number
Please ensure you are connected to the internet, you are not behind a firewall and that you have administrator rights and can install software without restrictions.
The software will only install on one computer, if you try to install it on a second the serial number will not work.
Q: I keep double clicking the software after I have installed it and it isn't working properly.
Once installed, please only run the software from the "Start Menu" and not the downloaded file you saved just after you purchased it. Clicking the downloaded file will start the installation process again and will not run the software.
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