Going on 5 days, no help!

[kittykatzu]

As previous questions I have attempted have not been addressed by mypublisher I am making one last attempt. I have been asked to contact customer service about "pricing" issues. However, that is not my concern at the moment. I have been asking for help to upload. I have done everything possible to upload my book from all the threads i have read. So here is my lastest and last e-mail I sent to mypublisher:

This is the third e-mail I have sent and have been advised to send another from the forum site 'helpers',. If I can not seem to get any assistance by Sunday morning I will be taking my business elsewhere. I really do not want to but the bookmaker keeps "not responding" and holding up on pg 130, 140, or 150. I have tried numerous things through the forum sites, and the program is inconsistant in telling me what the problem is. Listed my own questions and yet they have not been addressed. I did ask about the 25% discount and said that customer service would take care of it. I have been trying for 4 going on 5 days and had no contact thus far about how to resolve the technical issue. I have spent useless hours trying to resolve something on my own and probably could be easily fixed with some technical support (via phone). I was told that someone can send me a check list of things for me to check or go through, but why isn't that available to everyone? Please help ASAP!

[laurenmac]

I've seen your posts and agree mypub seems slow to respond. Maybe they are extra busy due to the coupon rush?
One thing I notice is that you said it stalls on pages 130, 140, etc... from what I understand the books only hold 100 pages. Maybe I am misunderstanding the book description but if the 100 page limit is true maybe that is the problem?

[kittykatzu]

sorry, no I meant pictures not pages.

[Anna]

I hope what customer service wrote for sally helped you. I meant that you try one more time writing directly to customer service, not through the forums...there are too many discussions going on here. Go to main mypublisher page, click on Help, then click on Contact Customer Service on your top right hand corner, it will take you to a page where it asks for name and other details and there in the message box, write your complaint in detail.
I'm sorry if you have already tried this too and no one responded.

I'm also wondering why they are ignoring your concerns for so long. Thats very unlikely of them. Could be a heavy volume issue due to the coupons. But still they should respond to you within 24 hours if you have contacted them through the 'contact customer service' email.

[sallystew@sbcglobal.net]

Kitty...I did reply to your request but I replied to the "string" that you posted your request to....so....here it is again...sorry you can't get help...Sally

------
Great idea Kitty! (fortunately...I just logged in to see what if this was signed off...)

Customer Service Reply;
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

[kittykatzu]

Yeah I did try , 4 times in fact directly to customer service. Thanks though.

[kittykatzu]

Sally,
Thank you for sending that. I believe that I have gone through every step. When I stated I got no help I was referring to mypublisher directly. It shouldn't be up to forum customers to have to help people, but sometimes it does work and help. I am just disappointed that no one on their end has addressed this issue with me directly (forum or customer service)

[mypublisher]

You have been contacted earlier offline to resolve your problem.