Not uploaded after 22 hours (and 7 different attempts)

[wavesfan1313]

My wife joins the chorus of frustrated users trying to upload their book in time for the 40% off coupon. Her experience parallels others; 5 days of trying, same messages etc. I did read in one of your responses to the forums that you WILL HONOR THE DISCOUNT BEYOND THE EXPIRATION DATE due to the technical difficulties. My question is since a discount code is required to make the purchase how will we be able to get the discount when you "finally" fix the problems on your end.

Another issue we're having is the constant appearance of a message saying that there are upgrades available and when we go to do that and it says we need to restart my publisher and we press OK we get an error message saying it cannot be done. That box keeps coming up and up and up but to know avail.

I would like to point out that other competitors offer live help. I would suggest with all the users who are having problems and the 24 hour + time of responses that you consider some added discounts or incentives to keep your customers in this time of problems on your end.

[kittykatzu]

I totally agree with you. I have been trying for 4 days now and I lost cost of how many attempts I have tried. I am about ready to give up, especially since I cannot contact anyone directly about the issue. *not good troubleshooting help, hence this is all relating to technical issues.

[wavesfan1313]

I'm hopeful (and optimistic) that whenever they fix things they'll make good on the offer. I know there are far too many people who have put hours and hours into these projects.

[sallystew@sbcglobal.net]

Kitty suggests that I give a copy of this wonderful email that I got from Customer service. Oh, they also gave me a special code to get my discount...
Good Luck to all!
------------------
I understand your frustration in trying to place an order and I apologize for the problems you are having. It sounds like there may be some type of firewall issue that is not allowing BookMaker to access the internet. MyPublisher Bookmaker needs to connect to the internet in order to function properly.

If the Bookmaker splash screen is freezing when you launch the software or you are having difficulty uploading your book, please refer to the suggestions below to ensure a successful connection and upload:

~ Close all web browser windows and programs including BookMaker.

~ Turn off (disable) your anti-virus and anti-spyware software. Programs like Process Guardian, Hijack This, and WinPatrol must be given permission for MyPublisher Bookmaker to connect to the internet.

~ Your firewall may be set too high. Allow the http://www.mypublisher.com URL to be accessed through your firewall. If you have Windows XP with Service Pack 2 installed, you must ensure that you have either disabled your Microsoft Windows Firewall (or other brand software firewall) or have added MyPublisher Bookmaker to your firewall permissions. Please refer to the Help section of your firewall software for any other software manufacturer other than Microsoft.

~ Please refer to the Help section of your software if you are using a firewall other than Windows XP's Firewall. To allow MyPublisher Bookmaker to connect through Windows XP's Firewall:
i. Click on My Computer
ii. Click on Control Panel
iii. Click on Security Center
iv. Click on Windows Firewall (under Manage Settings for:)
v. Click on the tab labeled Exceptions
vi. Click Add Program
vii. Scroll down until you see MyPublisher Bookmaker and then click on it. Then click OK to close the window.
viii. Click OK to close the Manage Settings Window and then close the Security Center window.

~ If you have a router you may want to try to enable DMZ so your computer is excluded from the firewall. To do this you should go on the manufacture's website of the router and get specific directions for your router.

~ If you do not have a router, and you have disabled all of your firewall and antivirus software it can be caused by too many programs running in the background, a virus, or spyware.

~ Add MyPublisher to your Internet Explorer Trusted Sites:

i. Right-click on your Internet Explorer Icon on your desktop
ii. Click on Properties
iii. Click on the Security tab
iv. Click on the Check Mark marked Trusted Sites
v. Click on Sites
vi. Add http://www.mypublisher.com
vii. Click on OK

~ Give MyPublisher "Privacy" permission:

i. Right-click on your Internet Explorer Icon on your desktop
ii. Click on Properties
iii. Click on the Privacy tab
iv. Click on Sites
v. Add http://www.mypublisher.com in the "address of web site" window
vi. Click Allow

~ If you are using a computer that is connected to a corporate or institutional network (e.g. at college or work), you may not be able to upload your order because of this network firewall and security settings. If this is the case, you will need to use a computer that is not connected to a network.

~ Another reason that the screen may be freezing is either because it does not have enough free resources to run (RAM memory). We suggest that you only run the BookMaker software and that you close all other software programs for optimal performance.

~ If you have several books saved in BookMaker, we recommend that you export (save) the books you're not working on onto your desktop so that you are only working on one book at a time. Once you have exported your file, you can delete the file within BookMaker to maximize memory space. To put the exported book file back in BookMaker, you can import it. The Export and Import functions can be found in the File menu at the tool bar on the top of the screen in BookMaker.

If you are still not able to upload your book, delete your cookies and temporary files. Here's how:

For Windows XP:

~ Open a new Internet Explorer browser window
~ On the menu at the top of the screen, click on TOOLS
~ Select INTERNET OPTIONS
~ Click on the GENERAL tab
~ Under the "Temporary Internet Files" heading, do the following:
Click on DELETE COOKIES
Click on DELETE FILES

For Other Operating Systems:

~ Right click on the Internet Explorer icon
~ Click on PROPERTIES
~ Click on the GENERAL tab
~ Under the "Temporary Internet Files" heading, do the following:
Click on DELETE COOKIES
Click on DELETE FILES

If you find that you are still unable to upload your book after making the above changes and rebooting your computer, we recommend that you re-download BookMaker and reinstall it over your existing copy.

Here's how to re-download BookMaker:

Open up a new Internet Explorer window, go to http://www.mypublisher.com and click on Download BookMaker Now. Then click on RUN, then accept the license agreement. The book file in your current software will be transferred to the new version.

If all of the above suggestions do not resolve your problem then we suggest exporting your book and uploading it from another computer.

If you want to upload your book from a different computer, make sure you have a Data CD to save your book onto and then follow the steps outlined below:

(1) Export your .dime file from the BookMaker software onto your hard drive. Here's how:

~ Go to File
~ Select Export
~ Select the directory (folder or desktop) where you want to save your book
~ Name your book file
~ The Save As type will auto select as a Dime package (a file with the extension .dime)
~ Click Save

(2) Open your CD writing software (such as Roxio, Easy CD Creator, or Record Now)

(3) Copy the .dime file from your hard drive to the Data CD as a Data file through the CD writer

(4) Download the BookMaker software onto the new computer. You are now ready to import your book file from this CD onto this computer.

To Import your book file back into the BookMaker software:

~ Go to File
~ Click on Import
~ Select the .dime file (your book) from your Desktop or Folder
~ Click Open
~ The file will be added to the BookMaker software into your book library.

I apologize again for the inconvenience. If you have any more problems or questions please feel free to contact us.

Best regards,

Debbie

[mypublisher]

Hello -
You need to contact customer service directly to get the coupon code. Yes, you do need a coupon code for the coupon for people with technical problems.

If is very difficult to troubleshoot and everyone has different issues...so hang in there.

Is anyone still having problems? It's difficult to tell from these post. Please let me know!

Sincerely,
MyPublisher

[minjimlib]

After I preview, I wait and wait, but I do not get the "shopping cart" so I cannot sign in. I have NEVER had problems before, but this has been terrible.

[mypublisher]

If you have used BookMaker before without problems, my guess is that you are running BookMaker 2.1, not 2.2 can you verify that? If not, please upgrade first by downloading from the mypublisher website, then give it a shot.

Sincerely,
MyPublisher