Home/Technical Support
Top Technical Support FAQs
The following Frequently Asked Questions represent over 85% of the technical support incidents we receive. Please take the time to read them over as it is quite likely that most problems can be solved by referring to the FAQs below.
One of the most important support suggestions we can make is: REGISTER YOUR SOFTWARE PURCHASES. Some vendors require software registration before support is offered or before software updates are made available for download. It only takes a few moments and can save hours of lost time when help is needed most.
If none of the FAQs above solve your support issue, please use the Support Incident Form to submit your query. Please be sure to include all the information requested to expedite your query. All queries are responded to in the order received and without the information requested on the Support Incident Form, we will not be able to progress your incident further.
Q1. Why won't my software download from the secure link I was provided.
A: There could be a couple reasons for this error. The secure
link allows for three download attempts. It is possible all three attempts
have been used. To resolve this problem, simply email support@xchangeuk.com with
your order number, customer number, or company name and the link will be re-activated.
Due to several inconsistencies in Safari version 2.x installed with Mac
OS X 10.4.x (Tiger), you may experience anomalies when downloading your purchases.
Please ensure that when Control- or right-clicking on the download link that
you also click on the Alt button on your keyboard. This will allow you to specify
the location where your download file will be saved. Also, you may find that
an additional suffix of '.html' has been added to your downloaded file name.
Simply delete the '.html' suffix, confirm the name change, and your downloaded
file will be ready to use.
Q2. I have lost my serial number. How can I get it provided to me again?
A: This is a lot like losing your car keys—you really can't go anywhere without it. ALWAYS make a back-up of your software and serial numbers. In the event this step was not taken, please look in your email client program or saved emails from your web interface. Hopefully, this was filed in a location you use to keep important documents, since serial/activation codes represent an investment and should be safeguarded.
If your software was delivered electronically, XChange International maintains the serial number associated with your order. If you can provide the web order number, we can easily retrieve and resend you both the serial number and download link in case you need to completely reinstall your software. If you do not have your order number, usually your name and company details will allow us to find it. Please email support@xchangeuk.com with your request, providing as many details of the transaction as possible.
If you had your order physically delivered, there is nothing we can do since the serial/activation information would have been inside the sealed software package. For this reason, the only hope you have is if you registered your software with the manufacturer. Please contact the manufacturer with your details and if you did take the time to register your purchase, they can usually supply your serial number or activation code.
Q3. I cannot get my software
to install. What am I doing wrong?
A: There are number of possible reasons for
this problem:
One important point to note about how installation locations differs between Adobe plug-ins and Quark XTensions is that an XTension for QuarkXPress MUST be placed at the root level of the XTensions folder.
Please read any documentation accompanying your software for
specific installation instructions.
Q4. I have successfully installed my software, but it will not launch (an application) or load (as an XTension or Plug-in)?
A: If you installed your XTension/Plug-in while the host application is running, simply quit and restart the program and your XTension/Plug-in should load.
If the above step does not work, this is most likely due to a version compatibility issue. Please ensure that you have purchased the correct version of the XTension/Plug-in that matches your host application. We try to include this compatibility information in the actual product name for easy identification. For example, Resize XT for Quark v7 or BarcodeMaker for InDesign CS3. Photoshop Plug-ins do not really follow this format since they tend to be compatible with current versions of Photoshop, so please check the product detail page for specific system and host application requirements. If you have any question as to whether a specific product will run with a version of a core application you are running, please ask sales or support staff before purchasing.
Finally, it could be operating system or hardware compatibility issues. With the release of the Intel Macs, most software vendors needed to upgrade their software to take full advantage of the superior processing speed and new features. If a host application has released a native Universal Binary (UB) version and your XTension/Plug-in is still PowerPC based, the two will not work together and an update/upgrade is required.
Q5. I have installed and
registered my XTension/Plug-in, but don't know how to access the new features.
Where do I find them?
A: This is something we always encounter when
testing new software for the first time. Sometimes, it is very obvious
since a new menu item may be added to the top menu bar. Others are
far less obvious, but can be somewhat intuitive. For example, if
your XTension/Plug-in is supposed to modify a text box or container's
shape, you most likely will find it under the ITEM menu. Still others
may allow you to import a particular image type that is not supported
by the host application. You may still GET the file using the host
applications normal interface, but the XTension/Plug-in allows the
application to SEE this unsupported file.
At the end of the day, it is always best to read through the documentation that comes with the software. At the very least, scanning through the manual or quick start guide usually reveals the answer. It may not be *one-click and your done* easy, but often is not far from it. Most times, the answers are summarised in an easy to read and understand format by the developer of the product.
Q6. I want to use my software
on both my office workstation and laptop. Is this possible?
A: This is a tricky answer to provide. Some
software vendors allow you to install and work with their software
on multiple computers, provided the license is only running on one
computer at a time. Others require you to purchase the number of
licenses for the same number of computers you want to install and
work on. If this is a concern to you, it is best to check before
you purchase. If you have already purchased the software, your license
agreement provided by the developer often states whether or not this
is possible.
Q7. I am experiencing application/system/computer
crashes when launching or working with my new software. What can I do?
A: Different factors can cause system errors,
including conflicts among device drivers, software, and hardware,
or corrupt elements in specific files. You may even encounter an
error when only one application is running, such as Photoshop. Even
though you may be working in an application when a error occurs,
that application may not be the cause of the crash, but rather, may
expose an underlying problem with the system.
If you are still experiencing problems once you have tried the above steps, feel free to contact our support staff (support@xchangeuk.com).
Q8. I purchased a Plug-in
or XTension to add features to my documents. When I send the files to my
printer or service provider, they cannot open it or see my features. What
am I doing wrong?
A: For some products, when you send your files
to a commercial printer, a viewer product is required so that they
can open and print your files. If your documentation does not mention
these viewer softwares, please email support@xchangeuk.com and we
will let you know what is required.
Generally, if the XTension/Plug-in adds something to your document, as opposed to making a task easier to perform, a viewer software may be needed.
Q9. I bought a Plug-in for Acrobat and it will not load in the free Reader. Why not?
A: Most commercial Plug-ins for Acrobat that are purchased were not designed to be compatible with the free Adobe Reader. The main reason for this is that Adobe Reader does not contain all of the capabilities and *hooks* that software developers need to implement their Plug-ins. To use the Plug-in, you will need to purchase either Acrobat Standard or Professional.
Q10. How can I find my Acrobat Plug-ins folder on Mac OS X?
A: Unlike other Adobe applications, the Acrobat Plug-in folder is actually inside the Acrobat application Package. To locate it, navigate to your Adobe Acrobat application folder and click on the Acrobat icon once to select it. Then, either right-click (if you have a two or three-button mouse) or press the Control key and click the icon and hold the keys down. A contextual menu will appear which contains *Show Package Content* as one of the options. Select this and a new window will open displaying the Plug-ins folder.
Q11. My evaluation version
has expired. Can I download the same version again?
A: Usually not. The reason for this is that if a demo
could just be reinstalled after it expires, there would little reason for the
software to be purchased. There are some developers who do not use a time-limited
demo, but rather limit some of the features so you can test but not be under
any time restrictions. For example, you may not be able to save your work while
the demonstration software is loaded.
If your time has run out and you still have a question, it is best to ask one of our representatives than to just make a purchase and hope it will work. Returns are generally not accepted once your license is installed or even delivered in the case of electronically delivered orders (ESD).
Q12. I have just upgraded my host application (QuarkXPress 7, Adobe InDesign CS3, Photoshop CS3 for example) and my XTension or Plug-in does not work anymore. Do I need an upgrade and is it free?
A: When Adobe and Quark release upgrades for their flagship products, it is most likely that third-party developers will need to update their products too. In some cases, if the host application update is minor or just a bug fix, your existing XTension/Plug-in should continue to function properly or a minor update is all that is required. These are usually free.
If your host application has gone through a major upgrade and added new features, chances are the XTension/Plug-in will need major upgrading too. These are usually at a cost. It is best to check with XChange if you are unsure. Generally, if there is a full version number change, like from v7 to v8, there will be a charge for the upgrade. If there is only a sub-version change, like from v7.1 to v7.2, chances are, it is an update and not an upgrade and the updater is free to download for registered users.