Q. Why does it say "Sorry, you cannot access this item at this time because only 1 user may access this item from this account at one time."?
A: Only one user can access purchased items (except site licenses) at one
time. If you didn't sign out the last time you accessed your account, Web
School of Science may think you're still signed in. In this case, wait about
ten minutes for the old access to time out.
To avoid this in the future,
always sign out when you're done.
Note that access is determined by a session with your browser (Firefox,
Internet Explorer, Opera, etc.). You can open multiple windows to Web School
of Science within your browser at the same time, but you can't access your
account from multiple browsers at the same time, even from the same machine.
Also, if you left "Remember me" checked when you signed in, your account
information was saved on that specific computer. If the computer is
shared, the next person who visited Web School of Science on that computer
would be automatically signed in to your account. You can clear your
account information by signing out, and clicking the
"Click to remove sign-in cookies from this browser on this computer."
link, it if appears. If the link does not appear, your account information
was not saved on the computer.
Q: Why does it say "This site requires cookies. Please enable cookies in your browser."
A: Cookies are pieces of data stored in your web browser. Most web sites
with user accounts, including Web School of Science, use cookies
to identify the signed-in user each time a page is loaded. Our web site has
determined that cookies are disabled in your browser, and they are required
for you to sign in. Please enable cookies in your browser and try again.
Note: If, after enabling cookies in your browser and restarting, you still
see the "This site requires cookies" message, the page may be cached. Clear
the cache in your browser, using the browser's online help, if necessary.
Finally, please see the
cache problem topic for
further suggestions.
Note: Other programs on your computer, such as firewall or internet security
software, could also be blocking cookies. If enabling cookies in your
browser does not fix the problem, or cookies are already enabled, please
check the settings in your firewall or internet security software. Common
internet security products include Norton, McAfee, and ZoneAlarm.
Click for instructions on enabling cookies.
Q: Why does it say "Could not log you in. Please try again." even when I enter the correct username and password?
A: The problem could be that cookies are not enabled. Even though
Web School of Science checks to ensure cookies are enabled before
sign-in, in some situations the cookie check may be fooled. Please see
the
cookie question, above.
If enabling cookies didn't solve the problem, it could be caused by
browsers or web accelerators incorrectly caching the sign-in page (and
other pages) causing incorrect pages to be displayed. First, reload the
page using the Reload or Refresh command in your browser:
Internet Explorer: use the Refresh command on the View menu.
Firefox: use the Reload command on the View menu.
Opera: click the Reload button on the toolbar, or press Ctrl+R.
Second, configure your browser to make sure it is not caching
the pages incorrectly.
Internet Explorer 6
- Click on the Tools menu and choose Internet Options.
- In the section titled "Temporary Internet Files", click the Settings button.
- Under "Check for newer versions of stored pages," check "Every visit to the page".
Internet Explorer (older versions)
- Click on the View menu and choose Internet Options.
- In the section titled Internet Files, click the Settings button.
- Under "Check for newer versions of stored pages," check "Every visit to the page".
Netscape Navigator
- Click on the Edit menu and choose Preferences.
- Under the Category panel, click on Cache.
- Under "Document in cache is compared to document on network," choose Every Time.
Opera 9
- Click the Tools menu and select Preferences.
- Click the Advanced tab in the Preferences window that appears.
- Click History in the topics box on the left side.
- Under "Check if cached page is updated on the server", select "Always"
for documents.
If the above solutions don't fix the problem and you're using web accelerator
software, disable it. PeoplePC and EarthLink are just two examples of
dial-up accounts that may be using web accelerators. Contact your ISP
for details on disabling this.
Finally, remember that you may be entering the wrong email address or password,
or may be entering it incorrectly. The password is
case sensitive.
If you cannot remember your password or are not sure about it, you can
reset your password. A confirmation
will first be sent to your email address.
You must confirm the reset
within 30 minutes or the request will be canceled. After
confirmation, the new password will be sent to your email address.
The confirmation and new password will be sent by
passwordbot@webschoolofscience.com. If your email account
cannot receive messages from this address, you will not see the
confirmation. Our password bot cannot answer any spam trap or
whitelist requests!
Q. How do I download my E-book with software?
A. You must log in for access.
If you have already purchased the E-book with software,
you will receive an email with your password and the link for downloading your
book. Click on the link and log in using your email address and the password
provided. You will be prompted for a location to save the file on your
computer.
The installer for the software and book requires
Microsoft Windows.
Once the download is complete, double-click on the downloaded file (*.exe)
and the installer will start. Both the book and software will be installed
together on your computer.
Q. How do I change my password?
A: You may change your password by visiting the
Change Password page and entering your old
password and your new password. The change will be effective immediately.
Q. How do I enable JavaScript?
A:
Click for instructions on enabling JavaScript.
Q: I filled out my answer sheet and saved it but the answers weren't saved!
A: Unfortunately some PDF readers, including some versions of Adobe Reader,
do not support saving answers to PDF forms. Most warn you first, but some
may not.
Please test your reader first by
answering one question with a dummy answer and saving it to your desktop or
another easy-to-find location. Close the answer
sheet and your PDF reader, then double-click the saved answer sheet document.
If the answer is gone, don't rely on the answers being saved!
Note that clicking the answer sheet link on our website will download another
blank answer sheet! Be sure to use the saved PDF file from your computer
unless you want to start over.
If your PDF reader doesn't save the answers, you may be able to print to a
PDF document instead. If your system does not have this capability, ask your
instructor whether you can paste the questions into an email and answer them
there.
Q: How do I contact technical support?
A: If your questions have not been answered here,
email technical
support.
Please include the following information in your email:
- your name
- the email address you used for your purchase
- the name(s) of the item(s) you are having problems with
- if using one of our Windows products, the version of Microsoft Windows you're using
- a description of the problem
- the name and version of the browser you're using if you are having
trouble downloading your purchase or navigating our web site
Screenshots usually let us help you faster.
Q: How do I send a screenshot to technical support?
A: "A picture is worth a thousand words" applies to diagnosing and fixing
technical issues. If you send a picture of the computer screen, application
window, or browser window to our
technical support department, we can usually diagnose and correct the problem
much faster.
- With the problematic window in the foreground, press Alt+Print Screen
- Start Windows Paint
- Paste the clipboard into Paint (choose "Paste" on the "Edit" menu)
- Save the image to a JPEG (.jpg) file on the desktop
(choose "Save As" on the "File" menu, and change "Save as type" to "JPEG")
- Attach the file to your support email
- With the problematic window in the foreground, press Command-Shift-3
- Locate the screen shot file on your desktop
- Attach the file to your support email
Q: How do I clear the cache in my browser?
A:
Click for instructions on clearing your browser cache.
Q: I forgot (or don't know) my password!
A: If you forgot or never received your password, the system can reset it and
send the new password to your email address. Of course, you must already have
an account on Web School of Science.
You can reset your password from the sign in page using the "Forgot your password?"
link, or by using this
reset password link.
Note that if you never received the original email containing the password,
you might not receive the reset password email. The email will come from
passwordbot@webschoolofscience.com. You might need to add it to your
email address book to guarantee delivery.
Resetting your password is a two-step process to prevent other people from
resetting your password. When you submit your email address for a password
reset, you will receive an email with a link to reset your password.
You
must click the link in the password reset email within 30 minutes or it will
expire without resetting your password.
If you can't receive the password reset email in time to reset your password,
please
email technical support and request that we reset your password.
Please include the email
address used for your account and your order number for verification,
or we will not be able to help.
