 |
Program Functionality and Technical Support FAQs |
The purpose of this page is to help Datachem Software customers to use their program optimally
as well as to identify and correct common problems customers have encountered with the software
and its installation.
We post this for the benefit of customers during hours when the person-to-person
technical support is not available. Technical support is available Monday-Friday 9-5
EDT by calling 800-377-9717.
Note: for the purposes of brevity, Datachem Software will hereinafter be referred to as DCS.
We have included some frequently asked questions in these areas:
How and when do I use the bookmark?Setting a bookmark enables you to go directly to that question when you are ready to
continue your studying.
There is only one bookmark. When you set the bookmark, the new question number replaces the old bookmark.
NOTE: this question will only be bookmarked on the computer you are using at the time you
set the bookmark.
While in a study session or practice exam and you need to stop where you are for a while,
click the "Mark Question" button on the toolbar, (
),
the window displayed above appears.
If you check the box next to "Bookmark this question", a record of the question number is
stored in the program's configuration table, replacing the last value that was recorded as
the bookmark.
To retrieve your bookmark start the study session, once you are in the question bank,
click on the "GOTO" button on the toolbar
( 
)
which will open the dialog box shown below; click "Go to Bookmark" and then click "Go Now" button.
This will take you to the question you bookmarked so that you can resume your studying at
the point where you left off.
How and when do I mark questions?Marking questions allows you to go back at a later time to study just those questions that you have found to be difficult while in either the study session or practice exam.
Once the screen is positioned at a question you would like to come back to at a later time,
click the "Mark" button on the toolbar,
( )
the window displayed below will appear.
Checking the box next to "Mark this question", will cause a flag to be inserted in the
database at the current question. You may mark as many questions as you like.
NOTE: these questions will only be marked on the computer you are using at the time you set
the marks.
Retrieving your marked questions:
Open the Study Session Options screen, (seen above) look on the bottom righthand side and click
on the selection "Marked Questions Only" then "Start".
This will start a study session made up of only the marked questions you selected.
I finished taking a test and can't get to my score screen.In the practice exam you will not be able to see your score until you stop the exam by
clicking on the HALT button (the red hand
)
or run out of time. Once the exam is stopped you
cannot answer more questions, only then will you be able to view your score and review the
questions that were on the exam.
Error message reads: Program cannot locate the Database.Individual license users who attempt to use the program without having the CD in their CD drive will get the error message: "Program cannot locate the Database".
The simplest way to rectify this is to cancel out of this screen, put the CD in your CD drive,
and re–start the program.
Re–start the software by clicking:
Start,
Programs,
Datachem Software
Specific study program.
Set or Reset Options screen is displayed.Individual license users who attempt to use the program without having the CD in their CD drive will get this pop-up window.
The simplest way to rectify this is to cancel out of this screen, put the CD in your CD drive,
and re–start the program.
Re–start the software by clicking:
Start,
Programs,
Datachem Software
Specific study program.
Program is not running as designed.There may be occassions where the program may not function as it was designed. This may occur right after installation, or it may occur after you have been using the program for a while. The first step will be to un-install the program and re-install it. Be sure that you have closed all other programs running before you attempt to re-install the program. If you are running an anti-virus program, disable it as well. You can restart the anti-virus once the installation process has been completed. Be sure to follow the un-install directions listed here. All the old files MUST be removed or you will continue to get the same error.
Click to display a printable copy of the un-installation directions.
Vista Operating System Error Message.Potential Problem: The program INSTALLS and when you click on "Study Session" or "Practice Exam" you get the following error message:
Error loading file – record number 5. Q and A
Solution: The program needs administrative permissions from Vista
If the program runs correctly, you should be back at the Datachem Software Inc. License Agreement screen.Close out of the program.
Click "Start button", and then type the name of the program in the "Start Search" box.
In the programs list, right click the program you are trouble shooting, and then click "Run as administrator."
If you are prompted for an administrator password or confirmation, type the password or click "Continue".
If the program does NOT run correctly, contact Datachem Software Technical Support (800-377-9717), 9AM – 5PM, M-F or go to: Support at Microsoft for additional trouble shooting steps.Close out of the program.
Click "Start", and then type the name of the program in the "Start Search" box.
In the program list, right click the program that you are trouble shooting, and then click "Properties".
On the “Compatibility” tab, click to select the "Run this program as an administrator" check box, then click "Apply" and "OK".
Vista Operating System Installation Error Message 1925.Potential Problem: You do not have sufficient privileges to complete this installation for all users of the machine. Log on as administrator and then retry this installation.:
Solution: The program needs administrative permissions from Vista
If the program does NOT run correctly, contact Datachem Software Technical Support (800-377-9717), 9AM – 5PM, M-F or go to: Support at Microsoft for additional trouble shooting steps.Find the Setup File on the CD (288 KB Application)
Right click on the file
Select “Run as Administrator”
Follow the installation prompts as they appear on your screen
Un-installation Directions.Before installing your new version or re-installing your program, make sure your old program is completely removed. To un-install your program, follow these steps to ensure that all the files have been removed.
Is there a Datachem folder?Click Start (Lower left corner of your desktop)
Click Programs
Continue by:Click Start (Lower left corner of your desktop)
Click Settings (Windows 98 and 2000 users only)
Click Control Panel
Click Add/Remove programs (Vista users click Programs-Uninstall)
Hightlight the program you need to uninstall
Click Remove and follow instructions
When finished, click OK and close out of this window
Right clicking on the Start button (Lower left corner of your desktop)
Click Explore
Scroll down to PROGRAM FILES (NOT PROGRAMS)
Open the folder
There should not be a DATACHEM FOLDER
If there is a DATACHEM folder:
Right click on the program and click Delete
If this is the only Datachem Software program you have or are running, delete the folder as well.
If there is NO DATACHEM FOLDER:
You are set to go – install your new version of the software or re-install your study program.
Click to display a printable copy of the un-installation directions.
I lost or damaged my disks.INDIVIDUAL licenses for $99,
SITE licenses for $149.
We generally do not maintain inventory of older versions since they no longer align with current exams. Your older program can in fact contain incorrect or outdated information.
Licensed users of previous versions of our software may be eligible to obtain upgraded programs at a discount. Call Datachem at 800-377-9717 or email for pricing.
Error message reads: Cannot update cursor.This error will most likely occur with users using Windows 2000 and XP. The program is attempting to write information to the user's hard drive and the user does not have the appropriate administrative rights to accomplish this.
To correct this, first you must un-install the program from your system. Then you must log onto the system as the Administrator and load the software following installation directions. You may need your IT person to assist in this.
Click to display a printable copy of the un-installion directions.
Error message reads: Insufficient Memory.This error occurs no matter how much memory you have on your system when you are attempting to run an older version of the software on a newer, faster computer. These older programs were written in an earlier version of Visual FoxPro which cannot be read by the new systems.
There are two ways to fix this problem:
First – call and order an upgrade to your program
Second – find an older computer (486 or older) to run the program
Should you choose to continue to study from this version of the software, it is
IMPERATIVE that you remember that the information you are going to be studying will most
likely be outdated and possibly inaccurate.
Licensed users of previous versions of our software may be eligible to obtain upgraded programs at a discount. Call Datachem at 800-377-9717 or email for pricing.
Error message reads: Divide by Zero.This error occurs when you are attempting to run an older version of the software on a newer, faster computer. These older programs were written in an earlier version of Visual FoxPro which cannot be read by the new systems.
There are two ways to fix this problem:
First – call and order an upgrade to your program
Second – find an older computer (486 or older) to run the program
Should you choose to continue to study from this version of the software, it is
IMPERATIVE that you remember that the information you are going to be studying will most
likely be outdated and possibly inaccurate.
Licensed users of previous versions of our software may be eligible to obtain upgraded programs at a discount. Call Datachem at 800-377-9717 or email for pricing.
Cannot read the questions - everything is in symbols.
You have installed the program and when attempting to study, all you have on the screen is a
mess of symbols.
This happens mainly with those systems on which programs have been installed to run 'foreign
keystrokes' or which are running International Versions of Windows programs.
You will need to find a computer that does not have either of the above mentioned programs installed. Load the program and study from that system. If you do not have such a system available you will need to uninstall the keystoke program and then re-install DCS program. Be sure to follow the uninstall directions listed in this Technical Support section.
I have run out of installations.
This is error only occurs for INDIVIDUAL license holders whose program is on 3 1/2 inch
floppy disks.
NOTE: The version of software you are attempting to use is most likely quite old, and most probably no longer aligns to the current exam. Your program can in fact contain incorrect or outdated information. Please call us (800-377-9717; 9-5 EDT) or send an email, to see if you are eligible to obtain an upgrade at a discount.
To Reset the Installation Counter:
Send an email to the technical support department of DCS asking to have your installation counter refreshed. The body of the note should include all the information listed below.
Attach the files DISK.ID and REGISTER.MEM that are on Disk #1 to the email.Your Name
Employer's Company Name (at the time the software was purchased)
Daytime Phone
Datachem Software's invoice number (if you can find it)
Registration Card Number (if your software came with one)
Mailing and Email Addresses
The return email will include updated files to correct the problem.
Am I eligible to apply for money back offer?Datachem Software Inc. extends a money back offer to customers who have purchased Individual licenses of our software programs directly from DCS, that states simply: "If you do not pass your certifying exam, we will refund the cost of the software". The software program must have been purchased directly from Datachem Software and not from a reseller.
To be eligible you must have:
Taken the required exam(s) within one year of the purchase date
Not attained your certification
Apply for a refund within 18 months of your original purchase date.
Directions to apply for the money back offer.We are sorry to hear that you did not pass the exam. If you are considering sitting for the exam again, call us at 1-800-377-9717 to see if there is a newer version of the software available. You may choose to receive the newer version at no cost rather than the refund. If you decide that you want the refund and are eligible for it, simply follow these directions and upon verification of eligibility, we will refund the cost of the software.
Uninstall the software and return it to us along with:
You must have taken the required exam(s) within one year of the purchase date and we must receive your application for a refund within 18 months of your original purchase date.a copy of the letter and scores from the examining board stating that you did not pass your exams and a copy of your original invoice from us or registration card number
How long will it be before I get my refund?Refunds are normally processed twice a month. Once all your paperwork and CD have been received and verified, your refund (if you are eligible) will be processed, normally within 20 days.