General FAQ

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This page contains answers to frequently asked questions about Koingo Software.

General

PayPal automatically re-billed me for your software!

At Koingo we have two ways users can purchase software.

  1. The traditional method. User buys a license, they have that license for life; however, paying for upgrades are the users's responsibility.
  2. A subscription model which recurs annually for a MUCH cheaper price than buying upgrades manually in the "traditional" method. This subscription always gets you the latest version of the app without having to worry about paying for upgrades manually, and will save you substantial amounts of money.

If you're unsure why you've been re-billed, you likely misread the order form when purchasing our product and forgot to check the "traditional upgrades" box. If you're unhappy with this, as a first-time-only exception ONLY, we're happy to refund your subscription payment and cancel the whole subscription profile. Since it's been 1 year since you originally bought the product, the app will expire and go back into trial mode.

Cannot Open As App From an Unknown Developer

On some rare occasions the software will report that it is from an unknown developer or is not correctly signed and cannot be opened. We're not sure why this is happening as we are correctly signing our applications. To get around this issue, right click the .app file and choose "Open" from the menu.

Retina Display Support

All of our applications fully support Retina currently.

Taking a Screenshot

Sometimes a support agent will ask you for a screenshot of the issue you are experiencing. Use the following steps:

For Windows

  1. Press the "Print Screen" button.
  2. Open Microsoft Paint. To do this, click Start > All Programs > Accessories > Paint.
  3. Click inside the white part of the screen.
  4. Go to the Edit menu and select Paste.
  5. Click File > Save As.
  6. In the box that pops up, change the "Save As" type to JPG.
  7. After typing in a filename for your image, choose a location on your hard drive to save to, like the Desktop, and click "Save."

For Mac OS X

  1. Simultaneously hold down the ‚åò-Shift-4 keys.
  2. Press the spacebar.
  3. Click the open window that you wish to take a screen shot of. The screen shot should appear as a file on the desktop labeled "Picture 1."
  4. Please note that in Mac OS X 10.6 and later, the file is "Screen shot [date] at [time]."

For iPhone

  1. Simultaneously press and hold the power and home buttons.
  2. The screen will momentarily flash white.
  3. The screenshot will appear in your "Camera Roll" album.

Product Pricing

On each product page, there is a sidebar with links such as "Overview" and "Release Notes." Click the "Pricing" link to view the complete break down of prices for the product in question by license type.

Refund, Exchange, and Discount Policy

We offer free fifteen day trials to all software on our web site. During this time, we believe you will be able to decide if the software is well suited to your needs and is fully functional. If you experience technical issues with the software, and the trial has expired, please contact our support team before purchasing the software so we can ensure your needs are met.

Price Protection
If the software title purchased from us goes on sale on our web site (not through another site like MacUpdate, MacZot, VersionTracker, or MacHeist) within fifteen (15) days of your full-price purchase, ask us and we'll refund the difference.
Extending Promotions
If you have just missed a special promotion on our web site, keep checking back for new ones. We often hold numerous single-product discounts yearly, and at least one or two bundle discounts. We will not extend promotion deadlines, so always be sure to act quickly!
Refunds for Technical Issues
If we have been able to verify a bug that is preventing you from using our software, and we cannot fix the issue within a reasonable timeframe, we will provide a full refund or exchange for your purchase.
Refunds for Duplicate Orders
In the case of duplicate orders, refunds are available if the request is made within sixty (60) days of the duplicate transaction.
Exchanges
For thirty (30) days after purchase, we'll happily exchange the product for any other one on our lineup of equal value. This exchange can only be done once and is not reversible.
Discount Orders
For our previous customers, we're pleased to offer special bundle discounts. We will discount our Utility Package or Software CD by the total amount previously paid to us. Transactions from special off-site promotions (like MacUpdate, MacHeist, and MacZot) are not included when calculating the discount.

We will not provide refunds for lack of customer satisfaction with a product. We continually strive to improve our products, and are happy to address your needs. Additionally, the FREE 15 day trial should have been sufficient to sample our software and determine if it was well suited prior to purchasing. There is no way for us to remotely "take back" your software license off your computer, otherwise we may reconsider this.

Support Ticket Has Not Been Answered

Due to the volume of support requests received, we can only reply to questions which are not already answered in the program's built-in documentation. Please allow up to ten business days for a reply to support tickets. Additionally, please ensure your support request was filed with a detailed explaination of your problem. If our support team cannot clearly understand the problem you are explaining, it may be escalated and take quite some time to be answered.

For instance, if you are having a problem registering the software, do not say the license code does not work and hit send. You must include information such as the license information you are attempting to enter, and what error message you are given. Also, any e-mails with inappropriate language are automatically filtered.

Discontinuation of Slideshow Magic, File Sheriff, Gallery Designer, and Font Pilot

When it came to Slideshow Magic, File Sheriff, Gallery Designer, and Font Pilot, we are only a four-man team running Koingo Software, and didn't have the time required to focus on our entire product lineup AND introduce new titles in the future. We were left with one of two choices:

1) The applications go into the Discontinued Section of our web site, we halt development on them, and focus on new software products. Existing users would have just been out of luck, and been permanently stuck with the last versions we released.

2) We find another software developer (BKeeney Software) who is keen on taking over development, give our existing users a chance to continue to see the product evolve, and let us focus on new developments.

We chose option #2; however, with both options you are still able to activate the last version of the software Koingo released for life -- we are just not releasing any new versions under our name and will no longer support or host any download links to them. Please keep your copy backed up if you do not intend to move to BKeeney software.

BKeeney Software is taking the torch, and if you want new features, they're presently offering a free license to their edition. We believe is is an incredibly generous offer, and is the best of both worlds for our customers. BKeeney Software is a wonderful software business, with an equally bright future, and we feel confident this is the best choice for everyone!

The Koingo Software Utility Package and Software CD offered free lifetime upgrades, and at one point, free licenses to new Koingo Software products before November 26, 2008. We are continuing to honor this policy; however, we feel it important to explain in more detail what the BKeeney Software purchase means to our previous customers.

Non-English Versions of Software/Translating/Localizing

At this time we only have the resources to develop English versions of our software. However, we do intend to eventually expand our products to include international support.

We welcome any and all assistance in our future localization efforts. If you believe you can help, please submit a support ticket and keep us updated on your status semi-annually.

Utility Package (or other bundle) Download Link

The Utility Package is a bundle of all our individual products, therefore we have no single download link. Please download each application from their respective pages, accessible from the menu on our web site or by visiting the page below.

http://www.koingosw.com/products/

SMTP Server Settings

SMTP Server settings are the configuration details used to connect to your e-mail service. These include username, password, server, port, and encryption properties. View our Common SMTP Server Settings list for some examples.

Mac App Store

Why is the latest version not on the App Store?

Retail releases are always immediate; however, Apple manually reviews every single version of every application to the App Store. This means, unfortunately, up to 20-30 days of delays for a new version to appear on the App Store from us despite the fact we submit it to them immediately. We thank you for your patience and understanding in this matter.

If this is not fast enough, please consider moving to our Retail version instead. This is free of charge.

Moving from App Store to Retail

To move from the App Store version of our software to the retail version, please download and use the tool below. Retail versions often have additional features we had to strip out of the App Store version due to Apple's strict regulations.

http://www.koingosw.com/downloads/macintosh/koingomasvalidator.zip

Technical Details

Error Message: "This application has become unstable and must be closed."

Much older versions of Koingo apps had a fatal error that would cause a crash on launch. On startup, the app would try to check if it was a trial version or a registered version. Unfortunately, the method in which we used to calculate the length of a trial period when used today causes the application to crash. The message "APPNAME has become unstable and must be closed." would be reported. We can skip over this faulty method by enabling a special debugging mode. These steps below do not work for everyone, but will correct it on most machines. There is absolutely no other workaround.

  1. Quit the app
  2. Open Terminal.app
  3. Type the following (changing MacCleanse to the name of the app) and hit enter: defaults write com.koingosw.MacCleanse UltraDebugMode -bool true
  4. Relaunch the app.

Program Settings for All Users

All Koingo Software titles released on or after June 23, 2010 can be configured, on Mac OS X, to load a global preferences file instead of the one residing in the user's home folder. To do this:

  1. Quit the program in question
  2. Open Terminal
  3. Type the following where "com.koingosw.AlarmClockPro9" is the bundle identifier of the product: defaults write /Library/Preferences/com.koingosw.AlarmClockPro9 SavePreferencesForAllUsers -bool true
  4. Hit enter, and launch the program.

iPhone Support

Currently, we offer Data Guardian for iPhone, and Librarian Pro has the option to export to Data Guardian (therefore indirectly compatible).

As for the remainder of our products, we would like to see AirRadar, and Alarm Clock Pro ported in the future; however, currently iHandySoft has illegally infringed on our Alarm Clock Pro name trademark and we cannot release it to the AppStore.

Software Manuals

Manuals for each software product are available in this online documentation. For additional assistance on topics which are not covered, please Contact Support. In some versions of our products, additional help can be found under the Help menu (ie. Help ->MacPilot Help).

Operating System Support

To keep including the latest and greatest technologies in our software, we can only guarantee backwards compatibility with our software for up to two years since the last official Apple maintenance update. Please see below for support cut-off dates.


For Windows, we have a 4 year cut-off date for support based on Microsoft's last major maintenance release. See below for more information.

  • Windows XP SP3 - released April 21st, 2008; support guaranteed until April 21st, 2012
  • Windows Vista SP2 - released April 28th, 2009; support guaranteed until April 28th, 2013
  • Windows 7 SP1 - released February 22, 2011; support guaranteed until February 22nd, 2015.
  • Windows 8 - released October 26, 2012; current version; fully supported.

Older or Discontinued Versions of Software

Links to some older versions of currently available titles can be found on our web site.

  1. Click Products.
  2. Click the product name.
  3. Click "Older Versions" on the left side navigation.
  4. Click the download link for the desired product version.

To download discontinued titles, visit the Discontinued Software section of our web site, or visit the software download archive on one of our mirrors.

Uninstalling and Preference File Locations

With the exception of MacCleanse (additional information in its individual help page), all of our software titles can be removed using the following instructions.

On Mac OS X

  1. Drag the .app file (and parent folder, if applicable) to the Trash.
  2. If it exists, trash the folder from ~/Library/Caches/ entitled with the Bundle ID of the program. For example: "com.koingosw.AirRadar"
  3. If they exists, trash all preferences files from ~/Library/Preferences/ that begin with the program's Bundle ID. For example: "com.koingosw.AirRadar.xml" and "com.koingosw.AirRadar.plist"
  4. Empty the Trash.

On Windows

  1. In Control Panel, open "Add or Remove Programs" on Windows XP or "Programs and Features" on Vista or Windows 7.
  2. Highlight the software you wish to remove.
  3. Click "Uninstall."
  4. On Windows XP, delete the applicable "com.koingosw" folder from C:\Documents and Settings\Your User Name\Application Data\
  5. On Windows 7 or Vista, delete the applicable "com.koingosw" folder from C:\Users\Your User Name\AppData\Roaming\

Critical Fixes After a Release

Occasionally, we learn of critical fixes which need to make it into a release after a release published. We try to address these issues as quickly as possible, and often in the form of a hotfix. A hotfix corrects the specific issues that a version update may have had, but the version number will remain the same. We ask that if you experience an error that seriously interferes with the program's functionality, to re-download to see if this resolves the issue before contacting support.

Web Site Accounts

Merge Two Accounts into One

Sometimes you may accidentally create two accounts, perhaps by using a different e-mail in PayPal, or various other ways. This is easily fixed, simply contact support and create a support ticket specifying what e-mails you want merged.

Change E-Mail Address on Account

Changing your e-mail address may require that software you have installed be re-activated using the new address. Reactivating a software title on the same computer does not use up an activation credit.

  1. Login to your user account at the Account Login Page.
  2. Press the Profile button (it is represented by a black user icon).
  3. Click the Change E-Mail link.
  4. Follow the instructions on the page.

Lost Account Password

For security reasons, we will never release the password associated with your user account; however, you can reset it and choose a new password. This option does require access to the e-mail account in question. If you no longer have access to the e-mail account, please Contact Support with the postal address that would be listed on the account to verify ownership. Our support team will then be able to manually change the e-mail address on the account for you.

  1. Go to the Account Login Page.
  2. Under the login form, there is a form entitled "Account Actions," fill in your e-mail address here.
  3. Choose the Reset account password option.
  4. Complete the human challenge.
  5. Check your e-mail account for a message from us.
  6. By clicking the reset link in this message, a new temporary password is assigned to the account.
  7. Write down the password you are given. It appears on this page only once, and will not be mailed to you.
  8. Login to your account with the temporary password, and change it to something you will remember.

When I try to create an account, I am told the e-mail is already in the system

When you enter your e-mail address anywhere on our web site, an account is automatically created for you if you do not have one. Before you can use this account, you will need to click the link in the verification e-mail that was sent to you when it was created. If you no longer have that message, or never received it, see the applicable section in this article.

I am being told my account has not been verified

For security reasons, we require that all account holders confirm they own the e-mail address they have created an account under. To do this, an e-mail message is automatically sent to the address with a verification link. Clicking this link will verify the account and assign password to it (be sure to write this down as it is only shown once), therefore allowing access. Sometimes this verification message can get caught in junk mail filters. To have it resent, follow the directions below:

  1. Go to the Account Login Page.
  2. Under the login form, there is a form entitled "Account Actions," fill in your e-mail address here.
  3. Choose the Resend e-mail verification link option.
  4. Complete the human challenge.
  5. Check your e-mail account for a message from us.
  6. Click the verification link in the message.
  7. You may now be given a password for the account. If so, write it down.
  8. Login to the account as normal.