Frequently Asked Questions and Help

If you have a concern prior to purchase or are struggling to register / unlock your ebook then the following information may provide a solution.

Ebook install, register and unlock media video clip

FAQs and help

Q1. I get an error message saying "Sorry we can't find this serial number on our system".

A1. Check that you have not mistyped the serial number. If the error message is still displayed then email the serial number, purchase information and your details to: passcodes@diagnostic-assistance.co.uk

Q2. I get an error message saying "This serial number has already been registered".

A2. You only need to register a serial number once, if you are returning to the database for another unlock code then go straight to this web page: http://www.diagnostic-assistance.co.uk/ebook/passcodes.php

Q3. I have got a passcode but when I type it into the pop-up window in the ebook I get a message saying "Incorrect Password".

A3. Make sure that the correct passcode number has been requested for the computer you wish to run the ebook on. You can check this by clicking on the yellow key icon. Ensure you have the correct characters, especially 1, I and 0, O. It is better to copy and paste the passcode to ensure there are no mistakes.

Q4. I do not have internet access on the computer I wish to run the ebook on.

A4. This doesn't matter you can register the serial number or collect an unlock code from any computer with internet access, it does not need to be the same PC. What is important is ensuring the unlock code number is requested from the same computer that you wish to run the ebook on as every computer will request a different passcode number at random from 1 to 1,000.

Q5. I have a company computer / laptop and the ebook will not unlock.

A5. It is possible that your IT department have locked your computer so no new software can be installed. The unlock code adds a file into the computer's registration system and this may be prohibited on a company computer. Please check with your own IT department prior to purchase that you will have permission to install the software.

Q6. I am trying to get an unlock code for a new computer but get a message saying " You have accessed the password system the maximum number of times allowable".

A6. Each ebook comes with two passcode unlocks, once you have requested two unlock codes the database will not issue any more. If this is due to a computer rebuild or new computer purchase then additional codes will be release on a discretionary basis. If you simply want to run the ebook on three or more computers then you will need to purchase additional licenses. Please contact passcodes@diagnostic-assistance.co.uk for further details.

Q7. I have installed the ebook onto a server but when I access the software from different computers they are all locked.

A7. This will not work. The software needs to be installed locally on to each computer and unlocked individually on each computer. As there are only two licenses you can only run the software on two computers within your network.

Q8. I want to run the software in a training classroom with 25 computers.

A8. You will need to install the software onto each computer and list the passcode unlock numbers for each computer and purchase an additional 23 unlock codes; please email for pricing information passcodes@diagnostic-assistance.co.uk

Q9. Can I load the ebook on a Apple Mac, iPhone or iPad?

A9. The ebook uses windows and internet explorer to run. Whilst we believe it is possible to replicate windows with Mac products we have not tested this and as such would advice a Mac user not to purchase the product.

Q10. Can I load the ebook on Kindle ebook reader or similar device?

A10. No these are not a windows based products.

Q11. I cannot copy the text or images on the ebook.

A11. That is correct: the text and images cannot be copied, you can print the pages should you wish.

Q12. I want to upgrade from a previous version of the ebook.

A12. Please go to our upgrade web page: http://www.diagnostic-assistance.co.uk/update_ebook.php

Q13. Why do I have to keep paying for updates.

A13. We believe that we always add a substantial amount of new information to justify the update fee. Unlike other software if you choose not to update one year you can update at any time in the future for the same one-off fee.

Q14. I want to use the ebook in training and use on a large computer screen or PC projector.

A14. Please seek permission from Auto-Solve for commercial use of the information.

Q15. Is the ebook available in any other languages.

A15. Only in French and this is sold under licence by Autotechniques; please visit their web site at: http://www.autotechnique.fr/

Q16. Can I offer any feedback on the ebook.

A16. Yes, we welcome feedback on the ebook, please use the questionnaire form at: http://www.diagnostic-assistance.co.uk/questionnaire.php