eAcademy FAQ
Why isn't my software downloading?
If the progress bar of the download does not seem to be moving after about 15 or 20 minutes, it may be for one of the following reasons:
- There may be a problem with your network connection. Make sure that your computer is still connected to the Internet.
- Wireless connections have a minor latency that can cause corruption during transfers. Try connecting directly to your modem or router via a network cable and then restart the download.
- The account you are using my not be authorized to download software to your computer. Make sure that you are logged in with an account that has administrative privileges.
- Some networks used at schools or in offices have security programs in place. Try downloading from a different network.
- Active firewalls, antivirus and antispyware programs can interfere with the download. Try turning off any security programs that you have on your computer.
Note: Disabling antivirus/antispyware software while connected to the Internet or to a local network can create security risks, and may leave your computer vulnerable to attacks. Turn this software back on as soon as possible once you have completed the download.
How do I register the account created for me?
If an account has been created for you, you will receive an email with instructions on how to complete your registration. Note: To ensure delivery of our system emails, make sure that noreply@e-academy.com is added to your email white list.
To register an account that was created for you by your institution:
- In the top right corner of the page, click the Sign In link.
- Click the Register link on the Sign In page.
- Select the An account has been created for me and I need to register it option.
- Enter the Username provided to you.
- Follow the prompts through the registration process.
If you require further assistance, or have any questions, contact support by clicking the Contact Us link at the bottom of the Help page.
What is the Secure Download Manager(SDM) and why do I need it?
The Secure Download Manager (SDM) is a program for downloading files securely from your WebStore. When you download software from a WebStore that uses the SDM, you will be prompted to download and install the SDM to your computer.
The SDM provides for secure, effective and efficient file downloads, especially for files that are too large for some browsers to download. You receive the software that you ordered safely and completely.
Features
- Resumes unfinished or interrupted downloads from the place where they left off
- Simple installation wizard
- Multiple files can be downloaded at the same time
- You decide when to download
- Easily handles large files (bigger than 2 GB)
- Ensures your files are secure by using encrypted data
- Easy downloading with one click
For more details about the SDM, click the FAQ (Frequently Asked Questions) links on the Get Your Software in 4 Easy Steps window.
How many downloads am I allowed for the same product?
A download is a completely successful downloaded item. You may attempt to download as many times as you want but it will only count as one download when you have successfully completed the download.
By default, you are provided with two downloads, at a minimum, to successfully install the product.
Note The second download is available as a back-up in case you need to re-install the software.
If you require additional downloads, contact support by clicking the Contact Us link at the bottom of the Help page.
How do I download and install the Secure Download Manager(SDM)?
To download and install the SDM:
- Sign in to the WebStore using your Username and Password.
- Place the order for your software. When the order is completed, the Receipt page is displayed.
- On the Receipt page, click the Start Download button. The Get your Software in 4 Easy Steps window is displayed.
- Click the Download SDM button (Step 1). The SDM starts downloading.
- Follow the steps for your browser to download the SDM on your computer. Depending on your browser, the steps will be slightly different (Step 2).
- Locate the downloaded file and launch the SDM.
- Click the Download SDX button for your order (Step 3). Depending on your browser, the SDM window may open when the .SDX has completed downloading or you may have to locate the .SDX file before you can download your software (Step 4).
- Click the Start Download button for each item to download your software.
For more details about the SDM, click the FAQ (Frequently Asked Questions) links on the Get your Software in 4 Easy Steps window.
Where can I find a link to download or re-download the software that I ordered?
To find a link to download your software:
- Sign in to the WebStore from where you ordered the software using your Username and Password.
- At the top of the page, click the Your Account link.
- In the Order History section, select the software that you ordered and click the View Details link. The product information including serial number is displayed.
- On the Receipt page in the Items section, click the Start Download button.
- If you have previously downloaded and installed the SDM, the Secure Download Manager window will display your most recently ordered software. Go to step 6.
- If this is the first time you have downloaded the SDM, the Secure Download Manager Installation window is displayed.
- Click the Download SDM button. The SDM starts downloading.
- For specific installation instructions for Internet Explorer, Mozilla Firefox, Google Chrome and Apple Safari, click the appropriate tab in the Secure Download Manager Installation window.
- Once you have downloaded and installed the SDM, your most recently ordered software is displayed in the Secure Download Manager window.
- To begin downloading your software, click the Start button.
Note There may be more than one file that needs to be downloaded for your software.
Invalid key message - Microsoft Student Option and Microsoft Work at Home
There are several different messages that indicate you may have an invalid key which may be displayed. The product you ordered has a single academic license which means it can only be installed once on a single machine.
See the information below for products ordered from specific publishers.
Microsoft Products (Mail Orders)
You will receive the “invalid” error message if:
- You have a trial version of the software already installed. You must uninstall the trial version first and then install the new software.
- You have already installed it and are trying to install the software again on another machine.
If you still require help, contact support by clicking the Contact Us link at the bottom of the Help page.
The Publisher could not be verified. Are you sure you want to run this software?
When you click the download button, you may see a The Publisher could not be verified. Are you sure you want to run this software? error message if you have anti-virus software installed on your machine. This is a common message to see when trying to run an executable (.exe) file while anti-virus software is running.
The e-academy secure delivery client uses a download and decrypter tool to safely download the installation files to your computer. The delivery client is a small 400kb executable file which displays a purple circle with a yellow lightning bolt icon (usually found on your desktop). If you choose not to run the file immediately, you can save the file to your computer and run the file later.
Microsoft Product Key
If you ordered media
Your purchase requires a unique key for authorization. It can be found on the yellow strip on the back of the DVD/CD sleeve. Do not lose this key.
Student Media Download
Within a day or so of placing your order you will receive an email with the subject USG Technology Store Orders – Instructions for Downloads. Please read and follow the instructions.
If you do not receive the Account Created email from eAcademy
This is the email mentioned in the email USG Technology Store Orders – Instructions for Downloads
Go to the site: http://usg.onthehub.com – click on Register and then when it asks them, they should indicate that an account has been created for them and enter their .edu email address and follow the prompts to complete the registration. You will receive your product authorization key at the end of the sale process. Do not lose this key.
If you have a trial version of your Microsoft product installed it is necessary to un-install the trial version before installing from the media or download that you have purchased. The key you have received will not work with the trial version. Reboot after un-installing the trial version.
If you continue to have problems with your software download, please contact the Kivuto Help Desk at 1-888-296-1447. Their hours are 6am – 6pm EST.
SPECIAL NOTE: Your first and Last names are required to process you order.