CUSTOMER SERVICE


Electron Press Customer Service provides the support options listed below. To access the type of support you need, select an underlined link from the list:

Problems Downloading Purchases
Problems Unzipping Book Files
Other Technical Support
Credit Card Security
Contacting Electron Press

Electron Press would like the benefit of your comments. We would like to know what you think of our web site and what additional features you feel might be helpful. We would also like to hear about any special problems that you encounter during your visits. To find out how to contact Electron Press, select the "Contacting Electron Press" link above.

PROBLEMS DOWNLOADING A PURCHASE

If you have been unable to download a purchase made within the last 24 hours, enter your receipt number here and click on the submit button.

After you submit your receipt, if the number you enter matches a purchase you made within the previous 24 hours, the date, time and file size of the purchase will be displayed beneath the words "Download Zip File".  Simply click on these words to retry the download.  If you have already tried to download three times and failed, or if the receipt number you provide does not match a purchase made within the previous 24 hours, we will ask you to contact customer service to resolve this matter.

   

If you have been unable to download a purchase made more than 24 hours ago, please e-mail us at to request delivery via e-mail.

Please include your receipt number in your e-mail.
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PROBLEMS UNZIPPING BOOK FILES


To shorten the download time all book files that you receive have been compressed using a program called PKZIP. Before you can open a book in Adobe Acrobat Reader (PDF files) or load it on to your Palm Pilot or other PDA (PRC files) you must first de-compress the "zipped" file. To do this you need compatible de-compression ("unzipping") software which is available free from the following links:

For DOS and Windows users try either of the following:

A free version of Pkware's PKZIP/UNZIP is available at http://www.pkware.com/
Winzip is available at http://www.winzip.com/

For Macintosh, Unix, and other platforms, Info-zip offers a wide variety of de-compression programs at:

http://www.cdrom.com/pub/infozip/UnZip.html

Mac users please note that Unstuffit is not recommended for use with Electron Press files.
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OTHER TECHNICAL SUPPORT


The information contained in the "Other Technical Support" section is organized into sub-sections covering web site and browser issues, general Acrobat Reader issues, and Acrobat Reader printing issues.  If you do not find the information you need here, please report your problem in detail by sending an email to .   We will try to respond to all technical support requests by the next business day.   If you would like a telephone response, please provide your telephone number and indicate the hours when you will be available to take our call.

Web Site Technical Issues

This site requires a browser that supports frames and cookies. If your browser does not support these features, then you will be unable to navigate through the site or to order products online.  To make a purchase your browser must support SSL (Secure Sockets Layer).

Browsers tested and supported for this site include Netscape Navigator version 3.0 or greater, and Internet Explorer 3.0 and greater.  If you are having difficulties with a different browser, you can download Netscape products for free from http://home.netscape.com/, and Internet Explorer (also free) from http://www.microsoft.com/ie/.

Acrobat Reader Technical Issues

If you have problems opening a book in the Acrobat Reader, or problems displaying or printing some of the pages in a file you have opened, make sure that you are using Acrobat Reader version 3.0 or later.

If you do not have Acrobat Reader version 3.0 or later, you should get the latest version of the Reader. This is free from Adobe's web site, which you can access directly by selecting "Click Here to Get Adobe Acrobat Reader" in the lower left corner of this window.

If you are already using Acrobat Reader version 3.0 or later, you may find information that pertains to your problem in the following sections of this page.

The technical information concerning Acrobat Reader is taken from Adobe Acrobat "readme" documentation dated June, 1997, and pertains to Acrobat Reader version 3.0.

===Acrobat Reader - General Issues:
QEMM - There appear to be conflicts between QEMM, ATI Mach 64, and Acrobat Reader 3.0 which can cause crashes. Updating to QEMM 8.0.1 may fix this. See http://arachnid.qdeck.com/qdeck/products/QEMM/ or http://www.quarterdeck.com/ for update information. [154597]

Standard Mode (Windows 3.1) - Acrobat Reader 3.0 does not work in standard mode; you must be running Windows 3.1 in enhanced mode.


===Acrobat Reader - Printing Issues:

====== Specific Printers

Canon BJC 4100 - PDF files may not print properly in the printer's "Photographic Mode". Solution: Use the printers "Graphics and Text" or "Automatic" modes. [174198]

Canon LBP-8IV - Use the printer's "bitmap mode" for best results.

HP DeskJet Printers - For best results, it is recommended that you use the printer's Raster Graphics mode as opposed to the Vector Graphics mode.

HP DeskJet 500C - This printer has an unprintable area near the top of the page. Be sure to use the "Shrink to Fit" option in Acrobat Reader's Print dialog.

HP LaserJet Printers - For best results, it is recommended that you use the printer driver's TrueType font option to download TrueType fonts as bitmaps (not outlines). Details for each driver's Properties dialog are presented below:

======LaserJet III - Fonts tab, TrueType fonts section: Select the
========="Download TrueType fonts as bitmap soft fonts" option.
======LaserJet 4 - Fonts tab, TrueType fonts section: Select the
========="Download TrueType fonts as bitmap soft fonts" option.
======LaserJet 5 - Print Quality tab, Text Mode section: Select the
========="TrueType as Bitmaps" option

HP LaserJet 5M Enhanced Printer Driver - For best results, it is recommended that you use the standard HP LaserJet 5M printer driver, not the enhanced driver that ships with the printer. [158889]

NEC SuperScript 860 Printer - When printing from Acrobat at the default setting of 600 DPI, if you encounter problems using watermark, booklet, reverse order, or other features, try printing at 300 DPI. Upgrading to the latest printer driver may eliminate these problems. NEC printer drivers are available at
http://www.nec.com/cgi-bin/showproduct.exe?product=drivers&modelnum=NEC+Printer+Files.


====== PCL and Non-PostScript Printing

Forms / PCL Printers - Some form objects (fields, buttons, etc.) that overlap other items on the page may not print properly to PCL printers due to layering issues. [164189]

Performance Improvements - Acrobat 3.0 contains significant performance improvements for printing to PCL and other non-PostScript printers as compared to Acrobat 2.1.

TrueType / Printing - For best results, it is recommended that you use the printer driver's TrueType font option to download TrueType fonts as bitmaps (not outlines). Details for each driver's Properties dialog are presented below:

======LaserJet III - Fonts tab, TrueType fonts section: Select the
========="Download TrueType fonts as bitmap soft fonts" option.
======LaserJet 4 - Fonts tab, TrueType fonts section: Select the
========="Download TrueType fonts as bitmap soft fonts" option.
======LaserJet 5 - Print Quality tab, Text Mode section: Select the
========="TrueType as Bitmaps" option.

If you still have problems, we recommend trying the "Print TrueType as Graphics" option (if your driver has one). [174299]

Non-PostScript Printers -

A few PDF files may not print properly to non-PostScript printers. If your print output doesn't look right you may want to select a different printing mode for your driver and try again. Alternatively you may wish to print your document to a PostScript printer if one is available.

To change printing modes in Windows 95, click on the Start button in Windows 95, and then Settings > Printers. Select a different printing mode for your driver and try again.

To change printing modes in Windows 3.1, the double-click on the Control Panel icon, then double-click on the Printers icon. In the Printers dialog box, click on the Setup button to display the printer's setup dialogs. To select the graphics mode you may also have to click an Options button.

Raster vs. Vector Mode - You may get more consistent results if your printer driver is set to use Raster mode for graphics. Not all printer drivers have this mode. [162671]

Dithering - Set your printer driver's Graphics / Dithering option to "Fine" or "Coarse" for best results printing halftone images. A setting of "None" will produce poor results. [176134]

Windows 3.1 Printer Drivers - The printer drivers shipped with Microsoft Windows 3.1 for the HP LaserJet III, IIID, IIIP, and IIISi printers may not work well with Acrobat Reader (and other applications for that matter). Adobe recommends you use a PCL printer driver based on the Universal Printer Driver V.3.1.2. Here are several ways to get this driver:

- World Wide Web - Download the file named "HPPCL5.EXE" from http://www.microsoft.com/kb/softlib/mslfiles/hppcl5.exe .

- Microsoft's Bulletin Board - Microsoft's bulletin-board download service can be reached at 206-739-4009. It supports up to 9600 baud and you should set up your modem to use 8-bit, 1 stop bit, and no parity. Once connected, there is a menu-driven bulletin board. Download the file named "HPPCL5.EXE" and follow the same directions as above.

- Microsoft - If you're in the US and you don't have a modem, you may call Microsoft directly at 800-426-9400 and obtain the LaserJet III printer drivers on a diskette.

- Hewlett-Packard - Again, if you don't have a modem, you may call Hewlett-Packard directly at 303-739-4009 and obtain the LaserJet III printer drivers on a diskette. You may also use this number to obtain the latest printer drivers for the HP LaserJet 4, DeskJet, and PaintJet families of printers.

600 dpi - If you experience problems printing to HP LaserJet printers in the 600-dpi mode try switching back to 300-dpi mode or if it is equipped with a PostScript option, use the PostScript mode for 600-dpi printing. This 600-dpi PCL5 printing problem does not seem specific to Acrobat. Documents with various graphic images may not print correctly to the LaserJet 4 in PCL mode at 600 dpi unless the Graphics option in the Windows printer driver setup is set to Raster mode.

Drag-and-drop Printing - You can only drag one PDF file at a time onto printer icons for non-PostScript printers. For PostScript printers, you can drag-and-drop mutliple PDF files for printing. [176051]

Landscape - To increase printer performance of documents formatted entirely in landscape orientation to non-PostScript printers the printer driver must be set in landscape orientation in the Windows printer setup.

====== PostScript Printing

AdobePS 4.1 for Windows 95 - For best results when printing to PostScript printers, Adobe recommends you use the Adobe PostScript Printer Driver 4.1 for use with the Windows 95 operating system. AdobePS 4.1 provides several features not found in the standard Windows 95 PostScript driver, such as Watermark printing and greater support for many popular applications. The driver and installation instructions are included on the Acrobat Reader 3.0 CD-ROM in the DRIVERS\WIN95 folder. They can also be downloaded from http://www.adobe.com/prodindex/printerdrivers/

AdobePS 3.01 for Windows 3.1 - For best results when printing to PostScript printers, Adobe recommends you use the AdobePS 3.01 (or later) driver. The driver and installation instructions are included on the Acrobat Reader 3.0 CD-ROM in the DRIVERS\WIN31 folder. Please note, the watermark and n-up feature of this printer driver do not work with Acrobat Exchange/Reader 3.0. [181119]

JPEG Images - To improve the performance of printing PDF files with JPEG-compressed images to PostScript Level 2 printers you can change the setting of your PostScript printer driver to enable Acrobat and the driver to send JPEG-compressed data directly to the printer. In the printer driver's Properties dialog, choose the PostScript tab. Click the "Advanced..." button to display the Advanced PostScript Options dialog. Choose the "Pure binary data" option in the Data Format section. This setting may cause problems with other applications; if it does, return to the default settings by clicking the Defaults button. [121344]

Memory Issues - If you encounter problems, such as a "VMerror," printing to PostScript Level 1 or 2 printers it may be because the printer has little available memory (for example, a non-upgraded LaserWriter, LaserWriter Plus, LaserWriter II NT or NTX). There are two potential solutions to this problem: 1/In the General Preferences dialog (select from the File > Preferences menu) you may choose to use Serif only or Sans only for font substitution. This frees up additional memory in the printer and chances are your document will print successfully. 2/The other option is to purchase more memory for your printer.

N-up Printing - N-up printing is only supported with the AdobePS driver for Windows 95, not the Microsoft "pscript" driver. [177536]

Pure Binary - Do not use the "Pure Binary" option of your PostScript printer driver when printing from Acrobat Reader; use the "ASCII data" option instead, which is the default setting. In the printer driver's Properties dialog, choose the PostScript tab. Click the "Advanced..." button to display the Advanced PostScript Options dialog. Choose the "ASCII data" option in the Data Format section. [161459]

Scale/Enlarge to Fit - There is no "Scale/Enlarge to Fit" option in the print dialog, but a trick that works only to PostScript printers for "scale my page to fit my paper no matter how big or small" is the following: 1/ In the print setup dialog, set Scaling (on Windows) or Reduce/Enlarge (Macintosh) to something like 400%. 2/ In Acrobat's print dialog select "Shrink to Fit". 3/Then print. This will shrink or expand the page as necessary to fit the paper. What you have really done is make the page overly large, and then "Shrink to Fit" it onto the paper.

Apple Personal LaserWriter NT - If you are using an Apple Personal LaserWriter NT printer that has not been upgraded to a Personal LaserWriter NTR, Acrobat Reader won't be able to print substitute fonts. Contact your Apple dealer for information on upgrading your printer.


===Acrobat Reader - Video Issues

Compaq MGA8.DRV Video Driver - Using this video driver (installed on Compaq DeskproXL 586 (1024x768, 640x480, 256 colors) with Compaq Qvision 2000 board may cause Acrobat Reader to crash. Solution: Turn off the Use Page Cache option in the File > Preferences > General dialog.

Smooth Fonts and Monochrome Images - Font smoothing (antialiasing) is not available for Windows 3.x systems. Monochrome images can be antialiased in Windows 3.1 systems if this option is enabled (File > Preferences > General dialog). Font smoothing is only performed on
Type 1 and TrueType fonts; Type 3 fonts are not affected. [153457,151701]


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CREDIT CARD SECURITY


To safeguard your credit card number and other pertinent information, all credit card authorization requests are performed using encryption. The request from your PC to Electron Press's web site is encrypted using the Secure Sockets Layer feature of your browser. When this data arrives at Electron Press, it is transmitted to the secure CyberCash gateway for authorization. Electron Press never saves your credit card number, which is simply passed through to the CyberCash gateway.
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CONTACTING ELECTRON PRESS


To contact Electron Press about any customer service issue send e-mail to:


To send regular mail, address letters to:

Electron Press Inc.
Customer Service
17 Scarsdale Rd.
West Hartford, CT 06107

For information on editorial submissions, click on the "Editorial Submissions" button on the left.

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