Download Troubleshooting

Help! I'm having problems with the update download system!

Here's a trouble-shooting guide for the update download system for Goldenseal small business software:

1. Can you get to the update page?

YES-- Continue to the next step.

NO-- Click here to get to the software download page. for demo versions and starter files.

Click here if you are a registered user, and want to download the latest version of our small business software program.

2. Did you receive an Email from us with Account & Password?

YES-- Continue to the next step.

NO-- If you ordered within the past 24 hours, please wait a bit. We will usually get you logged into the system by 6 PM M-F, but sometimes it takes us a bit longer to create your account. If your order is overdue, please contact us.

3. Are you able to sign on to the update system?

YES-- Continue to the next step.

NO-- Try copying the account name and password from the email message and pasting them into the sign-on fields. If that still doesn't work, please contact us.

4. Do you see a link for the correct files?

YES-- Continue to the next step.

NO-- Please contact us.

5. Are you able to complete the file download?

YES-- Continue to the next step.

NO-- Are you on an extremely slow dial-up connection? The server will time out after 60 minutes, which may possibly be insufficient, if your connection speed is extremely slow. If that's not it, please contact us.

6. Are you able to decompress the download file?

YES-- Continue to the next step.

NO-- For Windows files, you can use WinZip to decompress the program. In Windows XP and newer, you can also decompress from Windows itself (open the zip file, and drag the contents out onto your hard drive). Here's a link for more help with Windows downloads.

For Macintosh, you can use Stuffit Expander to decompress the program. In newer versions of OS X, you can also decompress from the Macintosh Finder itself (open the zip file, and drag the contents out onto your hard drive). Here's a link for more help with Macintosh downloads.

If you have the right decompression program and get an error message, please contact us and let us know what it says.

7. Are you able to run the download file?

YES-- You're done!

NO-- Check the downloaded and decompressed Goldenseal application file. Does it have a tree icon? If not, it probably is still compressed. Go back to step 6 and try again!

HINT-- If you double-click on a compressed file, Windows and Mac OS X will open a window showing you the contents of the compressed file. You can't run Goldenseal when it is still uncompressed, even though you can see the tree icon. Drag it out of the compressed file window and onto your hard drive icon, and you can use it.

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