Nothing happens when I try to purchase

[mjgard]

This is the first book I've created. Just downloaded the program, made the book, got to the purchase step and when I click "Next" absolutely nothing happens.

I have this message "To place your order, you must be connected to the Internet. Please make sure that you have a connection and click the Next button to go to the store." and I keep clicking "Next" and that message just stays and nothing else happens. I've read all of the forum suggestions. The internet security settings are the way they are supposed to be, I have a reliable connection, and all of that, but I can't purchase the book.

[sallystew@sbcglobal.net]

Here's a great list of things you can check out....I got it from a Customer Service email today....Good Luck!
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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

[Dawn]

I have had the same problem and have gotten the same response. I have done everything they have suggested to no avail. I have gotten responses back, but usually it takes 1-3 days to receive them back. If anyone has any suggestions I would appreciate it. I can't afford to spend the time redoing it at this point.

[mypublisher]

Hi Dawn -

Is there someone else's computer you can borrow to upload your book? (You can always export your book, then download bookmaker on another computer and import it) If, in fact you have truly followed all the instructions that Customer Service gave you and you are still having connection issues, I'm at a bit of a loss. Are you on a high-speed connection?

Sincerely,
MyPublisher