Technical Support – Frequently Asked Questions

Technical Support

I ordered the web-based review product and have not received my access email yet. How can I get that?

If you have purchased the web based review, expect an email within 24 business hours. If you do not see it, please check your spam/junk folders as sometimes they do go there.

I have answered all the objective questions correctly. How should I continue my studies?

At this time, you should start using the Take My Own Path or Customize Session. This option offers some excellent advanced study features. You can look at Questions Missed x Number of Times, Study by Category, or do Timed Tests.

Tables displayed on my screen are not aligned properly. What should I do?

To fix the tables, we have found that adjusting the setup helps. From the main menu, select Options under Setup. Go to the Display tab, where you will see the “Aspect Ratio Modifier” setting. The default setting is 1.0. Changing that setting to 1.5 or 2.0 should fix the problem. If not, then try some other setting numbers.

Can I print out all of the questions?

No. Our questions are copyrighted and owned by ExamMatrix and Surgent. In order to protect this valuable company asset, we do not allow you to print all of the questions in the database. However, you may print individual questions. After you answer the question, select Print Question from the top menu in the display window.

Adobe X Reader: When I attempt to open your electronic Manuals/References with Abobe Reader X, I get the error, “There was an error opening this document. Access Denied.”

The issue is with Adobe Reader X’s new Reader Protected Mode.

Please use the following “fix”:

Open Adobe Reader X
Select Edit, then Preferences from the menu
Select the General tab
Un-check the “Enable Protected Mode at Startup” option
Answer “yes” to the “are you sure?” prompt
Click OK
Close Adobe Reader X

Is the review software compatible with Microsoft Vista and Windows 7?

Yes, it is. Some of our users have to use the Run as Admin option. Go to the Desktop icon, right-click on the icon, and select “Run as Admin”.

When I try to activate my software via the Internet, I get an error saying I am not connected to the server or the Internet. How do I activate my software?

The activation is being blocked by some kind of security. You will need to either activate manually via e-mail (you will get an e-mail reply), or activate manually via phone (we are open 9:30 a.m. to 7:00 p.m., Eastern Time).

When I enter my Installation Code, I either get an “Invalid Product Installation Code” error message or the system does not activate my software. What should I do?

Verify that you have entered the Installation Code correctly. Be sure to look at it carefully. Sometimes the letter ‘O’ is actually a zero, and a lower-case letter ‘L’ is the number one (or vice versa).

Where is my Installation Code?

It is located on the back of the CD case. If you received an email for a download, the Install Key will be in the email.

Can I run the review product on a Macintosh computer?

Online reviews can be run on any Mac or Windows based PC, and most tablets, running the most current version of most major web browsers.

CD-ROM courses can be installed and run on a Windows operating system.

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