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."
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.
Depending on your browser, one of the following may help you enable cookies:
Mozilla Firefox 1.5, 2.0
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 6If 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 email@example.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.
Note: You must have at least Netscape 6.0 to run our Applets on the Mac.
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:
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.
Q: How do I clear the cache in my browser?
A: Please follow the instructions below for your browser. If your browser is not listed, please look for instructions in your browser's help, under "cache" or "clear".
Before clearing your cache, be sure to sign out of Web School of Science first, so you can sign in without delay once your cache is cleared.
Internet Explorer 7:
Internet Explorer 6:
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 firstname.lastname@example.org. 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.
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