eBook Troubleshooting and Errors FAQ
The eBook Troubleshooting and Errors FAQ Library is designed to help you troubleshoot any problems you have encountered with your eBook from ScholarshipWorkbook.com.
On this page you'll find answers to common error questions related to downloading, registering, and accessing your eBook. Please browse our FAQ list:
Why does the eBook fail to register?
If you have any problems with the username and password validating your eBook, please check the following...
1) Make sure CAPS LOCK is off.
2) Spam filters and anti-virus software must be turned off.
3) No Firewall software running (it stops you from registering)
4) Using the number zero and not the letter O in the password.
5) You must be online when registering.
You see the request for username and password screen, but you can't get access to the eBook when you type them.
Make sure you type the username and password exactly. If you make a mistake you'll see a warning. If you see that warning several times, please Contact Us and we will re-issue you a new username and password. If that also fails, we will give you a refund.
Why does the eBook fail to open or register?
The following information is a short troubleshooting tip for checking the file integrity of both the eBook Viewer and our eBook download files. There are several reasons why you did not achieve a clean download of the files. To test for a complete download of the downloaded files, simply highlight the file icon you are testing with a LEFT CLICK of your mouse button and then a RIGHT CLICK on the highlighted file icon and select "PROPERTIES" from the drop down menu.
A file menu will open, displaying the file information of the downloaded file. Check the file sizes to see if your file completely downloaded.
The correct files follows:
 The_Scholarship_eWorkbook.exe Size = 2.66MB
Financial_Aid_In_A_Nutshell.exe Size = 2.59MB
Some of the causes for incorrect file sizes are as follows:
- Problem: File size is smaller than expected - Premature termination of the download file. See more details below.
Resolution: Delete bad file and download the file again.
- Problem: File size is larger than the expected - Corrupted download file due to anti-virus
or other security software. OR, your computer may have a virus. See more details below.
Resolution: Disabled Firewall, Anti-Virus, or Security Software. Delete the corrupt file and download the file again.
Internet accelerators and other connection optimization programs or tweaks can cause file corruption during downloading. If you have these type of programs running, reset them to their default settings and try downloading the file again.
Keep in mind, these are large files. The longer it takes to download these files, the more time there is for something to go wrong. Dial-up users with poor connections or very slow service will see more of these errors than DSL or Cable users.
However, DSL and Cable users are not immune. Sometimes these faster connections send "file complete" messages before the file has completely been received, causing early termination of the file download. In these cases, delete the "short" file and try downloading the file again.
If your file size exceeds those shown above and the software will not open for you, Contact Us and request that these files be sent to you via email. We have had pretty good luck sending these files intact as email attachments .
I entered my username and password but I get the error: Username and Password Combination is Invalid.
Solution 1:
Please make sure that you have keyed in the information properly, without any spaces before or after the username and password. User and Passwords are cases sensitive. Passwords are all numbers.
Solution 2:
Please follow these instructions so that we can get you a new code:
- Open the eBook with the viewer, but do not click anywhere in the viewing window as this will prompt the request for the username and password.
- Go to the menu at the top of the e-book viewer window and click on Help.
- Select - About EBook Pro. A window will pop up.
- Look in the Title Bar of this new window and you will see the ID number. It should read something like:
Viewer Version: 6.0.6.1
Displaying eBook ID: ####
(Note: ### is the number of the eBook)
If this does not reveal the e-book ID to you. You will need the latest version of the e-Book Pro viewer. You can download and install it from the link below: http://www.eBookpro.com/download/eBookviewer.exe
What do I do if I have download problems?
I am unable to assist you with Specific computer problems. Be sure to download the FREE eBook first – “Financial Aid in a Nutshell”. If you can download that, then you should have no problem in downloading any other eBook. Make sure that you CLICK on the download page link that I give you in the Keep-me reply to your order. If the link is not clickable (e.g. because you use AOL) then copy/paste it into your browser address line and press the Return key. DO NOT try to copy-type the link URL letter by letter! You are certain to make a mistake.
Some computers use a "firewall" system which prevents downloads. If it gives you problems, please turn it off while downloading. If all else fails, ask a friend to do the download for you on a different computer. Note that the username and password are case sensitive so copy them exactly. Server downtime is rare but it does happen. If you think you are denied access (404 not found) because the server is off-line, please wait a few hours then try again.
Please do not send me a vague report such as "I cannot download the eBook" because this will not enable me to advise you. If you do have a specific problem, please write to me with complete details of which eBook, your order number, name, address, the download page URL, what you are doing and the exact error message(s) that you see. If you don't give precise details then I can't help.
Your browser reports "404 not found" or "No such URL" or "Unavailable try later" or similar.
You have not used the exact download page link. Click on it or copy/paste it to your browser address line Do NOT try to copy/type it because you'll probably make a mistake.
Your local server may be unable to make a connection to my server. Ask your ISP to check. Try again later.
You may be using a "firewall" which blocks sites that require a password. Turn off the firewall or use a friend's computer.
To check that you have access to the server, click HERE. You should see a confirmation message. If you can do this then you are NOT locked out.
Your browser displays a blank page with hourglass cursor.
The server may be temporarily off-line. This doesn't happen very often but, like most Internet servers, it's guaranteed to be operational for only 99% of the time. If you can access all other web sites OK then please try later. (You are welcome to report this fault to us).
Your browser reports "Error 502".
If you are using the AOL web browser. Download and use FIREFOX instead.
Why am I getting a "Server Busy" or "Server Congested" errors when registering the eBook?
Any error message that suggests the registration server is "Busy", "Down", or "Congested" may be due to several factors. At times of the day, the registration server may be experiencing heavy traffic loads due to the limited number of secure ports available on the secure server. If this error message is legitimate, you can try again in a half hour and you should be able to connect.
There are other network issues that could give you the same error messages. Keep in mind the Internet is a large network of smaller networks, connecting a multitude of servers together. A connection hop from your computer to the registration server could route you through as many as 8 to 20 routing DNS servers.
A failure of anyone one of these servers could block or delay your secure port request. Again, the action for resolving this problem is to wait a half hour and try again. If you are still getting an error message after 24 hours of trying, we suggest you contact your Internet Service Provider.
Why am I getting a "Can't Reach Server" or "Server Unavailable"?
This error is usually related to the client having a firewall or proxy server that is interfering. Please try turning off your proxy server or firewall, as our eBook Servers are completely secure. You will also want to disable your antivirus software while downloading the product.
Make sure you are online when trying to register. The registration processes requires a connection to the Internet and the ability to open a secure port out on your computer at port 443. If you are not online or you have Firewall software that blocks access to the Internet, you could see "Can't Reach Server" or "Server Unavailable" types of error messages.
There are other network issues that could give you the same error messages. Keep in mind the Internet is a large network of smaller networks connecting a multitude of servers together. A connect hop from your computer to the registration server could routed through as many as 8 to 20 routing DNS servers.
A failure of anyone one of these servers could block or delay your secure port request. Again, the action for resolving this problem is to wait a half hour and try again. If you are still getting an error message after 24 hours of trying, we suggest you contact your Internet Service Provider.
I keep getting the error message "Bad eBook Format"
The likely cause of this error would be a corrupted eBook file. You would need to download the eBook again and open it with the latest eBook Pro Viewer. When you are prompted to download the eBook, choose "save" and save it on your desktop.
Update eBook Pro Viewer with the instructions below.
- Open eBook Pro Viewer
- Click on Options > Check for eBook Pro Viewer…
You can also download the latest version of eBook Pro Viewer from the URL below. http://www.eBookpro.com/download/eBookviewer.exe
Uninstall the previous Version of the eBook Pro Viewer and run the latest version.
Error During Decryption-1001
Please ensure that you have the 128bit encryption installed with your browser. It can be found at Microsoft's website.
http://www.microsoft.com/windows/ie/downloads/recommended/128bit/default.asp
Error Installing iKernel.exe: (0xa00)
This error is caused by the user not having the proper privilege level in Windows 2000 or XP to install software. Software must be installed from an Administrator account or from a user account with an Administrator or Power User privilege level.
I have followed all the instructions & support tips, yet nothing works, what do I do now?
It is in our interest to see you succeed in both accessing your purchased eBook. We regret that we must restrict our technical support services to only those issues that pertain to installing and running the eBook Pro Viewer Software and our eBooks itself.
If you find yourself still in need of support. Please go to the Support Center page HERE and fill out the support form and we will be in touch with you as soon as possible. Support work is performed Monday through Friday 12:00PM to 5:00PM Central Time (Chicago, IL Time Zone)
Please fill out the form completely and be as descriptive as possible. Incomplete support requests may not be answered. Please make sure you have reviewed all of the Frequently Asked Questions here before requesting tech support for your technical problem. REQUEST TECH SUPPORT |
