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| Microsoft MCSE Training, CompTIA A+ Certification, CCNA, Network+, Security+, CISSP with PrepLogic Practice Exams and Video Training |
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PrepLogic helps IT professionals and students worldwide learn new skills and enhance their careers with fast and affordable certification training. For answers to your general, technical and billing questions, please see our FAQ below. If you have additional questions or comments, please email us or call customer support at 1-800-418-6789.
For practice exam help, please refer to our PDF Help Manual or FAQ. Access the manual, by selecting Help Manual from your practice exam Help menu.
Learn more about:
Institutional and Volume Sales
Practice Question Feedback
PrepLogic Guarantee
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Haven't received your voucher number yet?
To look up your voucher number, click here. Most vouchers are fulfilled within 1 hour. Your voucher will not be accessible from this voucher look-up form until after it has been fulfilled by the system |
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Questions about your bill?
Please call our billing department at 1-800-418-6789 for help. Speak to a live person if you think there is an error or if your statement does not appear as expected.
(8:30 a.m. to 5:30 p.m. EST)
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Want to send postal mail? Please use the address below:
PrepLogic, Inc. 1300 N. Westshore Blvd. Suite 125 Tampa, FL 33607 |
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General FAQs
Billing FAQs
Question not listed here? Contact Customer Service.
Need More Help?
If you need further assistance you may fill out the Customer Service form and a PrepLogic Customer
Care representative will contact you with more information. Please allow 24 - 48 hours for a reply as we give each customer's email great
care and attention. |
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Technical FAQs
LearnSmart Video Training FAQs
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Can I purchase with another form of payment other than credit card?
Our website is currently only able to accept payment via credit card. However we use VeriSign, the leader in secure online transactions, and store no credit card information on our servers. In short, your credit card information is 100% safe when purchasing our practice exams through PrepLogic.
Other payment options are available by contacting our career counselors at 1 800 418 6789 option 2.
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Is PrepLogic software available on CD or only via digital download?
Both PrepLogic practice exams and audio are available via digital download immediately upon purchase. By doing this, we are able to offer better prices than our competitors. In addition, we allow you to download from our servers at any time, making a physical copy virtually unnecessary. Many people need to reformat their computers often as they experiment with different technologies making this privilege extremely helpful. In the Product Delivery email you receive shortly after checkout, you will find the links you need to download your PrepLogic Practice Exams. Each of our full exams is approximately 6.5 MB – 8MB. Audio files range from 50MB -260MB depending on the title.
If you prefer a CD copy of these products, you will need to contact our career counselors to process this request. Please note that there are additional fees associated with this request.
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I bought an Exam Cram 2 (or Training Guide) book with the preview edition of PrepLogic software and can not find the Premium Edition of that same exam. How can I buy the Premium Edition?
We're proud to be part of the Training Guide and Exam Cram 2 series of books. Unfortunately, we can not always provide a full product
to compliment the Preview Editions we offer in the back of these books. In other cases, the full version (Premium Edition) products are in development or still being planned. We are adding new titles all the time so please check back with us often.
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I am looking for a specific exam(s) not listed on your website home page? Do you make practice exams for other exam titles?
If the title you are interested in is not listed on our home page, we do not currently sell a Premium Edition of that exam. We are adding new titles all the time so please check back with us often.
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Can I install PrepLogic software on more than one computer?
Often certification seekers need to study in multiple locations (i.e. at work and at home) so we do allow you to install PrepLogic software on multiple computers. However, our license agreement is very strict in its limitation of use by you and only you. Under the terms of our Single User License Agreement, you may not operate PrepLogic on more than one computer at a time. You may also not share our software with others in any fashion. You would not want to install our software on a work computer where others can access and use the software. This would be a violation of our License Agreement. Those points aside, you may operate our software in a way that allows you to study efficiently. When registering PrepLogic software on a second computer, all information must match exactly with registration information used the first time.
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How do I ensure that I have the latest exam updates on my PrepLogic software?
When new updates are available, PrepLogic software automatically receives the update when you open the software (you must be connected
to the internet for this to occur). You may also check manually for updates from within PrepLogic's test engine by going to the Help
menu and selecting Check for Free Auto-Updates.
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How long do I have to use my voucher before it expires?
Because each voucher we sell has a unique expiration date, we can not post the exact expiration date. When you
receive your voucher confirmation, an expiration date will be included. We guarantee that you will have at least
six months from the date of purchase before the voucher will expire.
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Can I buy a voucher for use outside of the United States?
Exam Vouchers purchased from PrepLogic are valid only in the United States and Canada. International Exam Vouchers are currently unavailable from PrepLogic.
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Are the vouchers I purchase from PrepLogic good at all testing centers?
All VUE vouchers are good at VUE testing centers located in the United States, Canada, and Puerto Rico only. CompTIA Prometric vouchers are
good at Prometric testing centers located in the United States, Canada, and Puerto Rico. Microsoft Prometric vouchers are good in the United
States and Canada only. To locate a VUE testing center, click here. To find a Prometric Testing center, click here.
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If I buy the voucher today can I take the test tomorrow?
Yes. All vouchers can be redeemed immediately once you receive the voucher code via email. Please note that voucher orders can take up to 24 hours to be filled so if you need your voucher immediately, you will want to contact customer support after placing your order. Voucher orders placed during the weekend or on holidays will be fulfilled the following business day.
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What should I do if I never received my voucher confirmation after purchasing?
If you have placed an order for a voucher, you will receive a second email with your voucher number within 24 hours of purchase. If you place your order on a weekend or holiday, you will receive your voucher on the following business day. If you do not receive your voucher number, please email us for the quickest response.
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What are the shipping options for PrepLogic shippable products?
PrepLogic offers a variety of domestic and international shipping options for your convenience. Your cost may vary with multiple products. The shipping charge for your order will be calculated during the checkout process.
If you do not see your preferred shipping method listed on our website, you can contact us for more options before placing your order.
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What is your refund/return policy?
PrepLogic will replace, exchange, or fully refund defective merchandise reported to our customer service
department within 60 days of the date of purchase. Additionally, PrepLogic is proud to offer a 100%
Pass Guarantee on our practice exams. However, due to the nature of our products, we are unable to
offer refunds or exchanges on any item for any other reason.
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Does PrepLogic offer product discounts?
PrepLogic offers special product discounts through the PrepLogic Savings Insider. This is a periodic email sent only to subscribers.
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I’ve lost my discs, can I have them replaced?
PrepLogic is happy to offer replacement discs for a small fee plus shipping costs. Please contact our customer service team at 1-800-418-6789 if you would like to order replacement discs for your product.
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I have not received my product. Can you reship?
If PrepLogic makes a mistake that results in your package not being delivered, we will reship your order immediately. However, customers will be responsible for paying reshipment fees if they provided PrepLogic with an incorrect address or if the mailing address is deemed by the carrier as “Undeliverable.”
Attention International Customers: Some countries are historically problematic for timely delivery due to local customs processing. It is your responsibility to choose a shipping method that will reach you in a timely manner. We also recommend that you contact your local customs office before placing an order to find out the processing time for packages coming in to your country. If your package is lost or does not reach you in the desired time frame, it will be your responsibility to pay for all reshipping fees.
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When I try to register my license key, I receive a “software is already registered to another user” error.
Our license agreement allows you to install and use the product on up to two computers (typically home/work or desktop/laptop). Please ensure that you use the same registration information you entered when you first installed your product when installing and registering the product on your second pc. If you do not enter the information exactly the same, your software will give you the "software has already been registered to another user" error. If you do not remember your registration information, you can contact customer support for assistance.
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I’m trying to login to my PrepLogic account. Why is my email not recognized?
A user account is not created automatically when purchasing but instead is done during the Checkout process if the customer so chooses. The next time you purchase you will want to click on the “Create Account” link during the checkout process. This gray link can be found just beneath the "Continue Checkout" button. After you create your account, it will keep track of any purchases you make from that point forward. Unfortunately, we are unable to add purchases made prior to the time you created your user account. If at any time you would like to access any of your previous purchases, you can contact customer support. Please allow 48 hours for a response.
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How do I create a PrepLogic account?
The next time you purchase you will want to click on the “Create Account” link during the checkout process. This gray link can be found just beneath the "Continue Checkout" button. After you create your account, it will keep a history of any purchases you make from that point forward.
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I’m trying to place an order but received an error. What’s going on?
When using a credit card, your billing address must match your shipping address in order to be approved. This is done to protect our customers against fraudulent purchases. Please make sure that the two addresses are identical in order to place your order. If you need your product shipped to an address other than your billing address, you will need to contact customer support.
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I can’t download my Mega Guide/Printables.
It is necessary for you to have an unzip program to download these files as they are contained in a zip file. In some cases, security settings on a computer can strip these files. If you continue to have problems downloading your Mega Guide or Printables, please contact customer support.
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I have a PrepLogic Gift Card/Credit. How do I use this for my next purchase?
You will need to visit our website at www.preplogic.com to purchase using this gift card code. Simply select the items you are purchasing and add them to your shopping cart. When you have selected the items you want to purchase, click the “Continue Shopping” button. You will need to enter the gift card code in the field just below your credit card information. Please note that you should not enter the gift card into the coupon code field as this is not considered a coupon.
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I haven't received my Voucher ID number, what do I do?
Exam Voucher orders are fulfilled within 6-24 hours when placed during business hours. Orders placed during the weekend or on a holiday will be fulfilled on the following business day. If you haven't received your voucher email, or if you've lost your voucher number, you can locate your voucher ID number here:
http://www.preplogic.com/products/voucher/support.aspx
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I'm having trouble integrating my Lecture Series with my Practice Exam. What do I do?
When running the setup integration on the Resource CD, if you are prompted to open or save the file, click open.
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I get an error message when trying to integrate my Lecture Series CD.
When integrating your Lecture Series CD, you may get an error message that says "The necessary files required to run this software are missing. Please re-install the software." When the
program prompts you to Open/Run or Save, click Open or Run to properly integrate.
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I lost my Voucher ID number, what do I do?
If you've lost your Voucher ID number you can locate it here:
http://www.preplogic.com/products/voucher/support.aspx
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I didn't receive an email confirmation after purchasing PrepLogic software?
You should receive a confirmation shortly after purchase containing your personal license key to unlock PrepLogic's practice exams. Sometimes this email bounces back due to full mailbox etc., or it doesn't arrive due to an email address being typed in incorrectly. This could also mean that your order did not actually go through. Please Contact Us with the exact name used to purchase the product and the date of purchase. You will be emailed a copy of your original order confirmation. This is only a copy and you will not be charged again. Please allow up to 48 hours for a response. For fastest service, please remember to include your full name, order number, and date of purchase.
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I misplaced my license key. How can I find out what it is?
Your personal license key can be found in your product delivery email. To have a duplicate of your product delivery email sent to you, please Contact Us.
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My license key will not work. What do I do?
License keys can be lengthy at times and sometimes a mis-typed character can occur. Typically, it is best to copy and paste the license key
from your confirmation email into the exam engine where requested. If you are still unable to unlock your PrepLogic software using the key
you were sent, please Contact Us. Please allow up to 48 hours for response.
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I get a run-time error when trying to install PrepLogic software. What do I do?
PrepLogic uses InstallShield, the industry standard for software installation, to install the necessary files on your computer. You may be running an application during installation that is using a file that InstallShield needs to update. Unfortunately, Windows will not allow this file to be updated (installed) while it is being used by another application and InstallShield must move on. When you try to run the software, it needs this updated file but it was never installed and you receive this run-time error.
Solution: Uninstall PrepLogic from your computer. Close all open applications and reboot your computer. Before opening any additional programs, install PrepLogic. You should be able to run PrepLogic now. Many times this error will occur when the InstallShield is trying to install Microsoft.net Framework 2.0 x86. You can download this free installation at the Microsoft website.
Please Contact Us if you still can not install the software. Please allow up to 48 hours for response.
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Can I install and run PrepLogic Practice Exams on a mapped drive or remote server?
PrepLogic Practice Exams must be installed on a local disk drive. If you attempt to install the software on a remote server or
mapped drive, the software will fail. Please uninstall and reinstall the software on a local drive to resolve this issue.
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What port does the practice exam software use when checking for and installing updates?
In order to maximize efficiency, PrepLogic Practice Exams use port 80, the default port for most web browsing, to check for and install
updates to exams. If you are using a firewall, router, or other restrictive device, make certain you open port 80 to allow automatic updates to function properly.
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How do I get a receipt (invoice) so my company can reimburse me for my purchase?
Most companies will accept the product delivery email sent to you after download as proof of purchase. However, if your company requires a more detailed invoice please Contact Us.
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I was billed incorrectly. How can I get this resolved quickly?
If you were billed incorrectly, please Contact Us for a rapid response. For fastest service, please remember to include your full name, order number, and date of purchase.
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Will I have to pay customs fees on my purchase?
With each physically shipped international order, PrepLogic is required to complete customs forms documenting the contents and value of the merchandise purchased.
International customers may be required to pay customs fees, federal, provincial, and / or local taxes on their physically shipped merchandise. PrepLogic is not responsible
for these fees. Please check with your local postal service before ordering if you have questions regarding your obligations.
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How do I integrate my Lecture Series Audio into my Practice Exam?
The audio from the Lecture Series can be integrated into the PrepLogic Practice Exam in a matter of a few short steps. See complete step-by-step process here.
Audio Download Integration instructions:
- Download and open the Audio Training Instructions.PDF.
- Click the PRACTICE EXAM INTEGRATION FILES link.
- You will be prompted to enter your access code. Copy this code from your product delivery email and paste it into the field. Click SUBMIT.
- Your Lecture Resource download will automatically begin.
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I think I have found a possible error in the content of my Lecture Series or Quiz Me Series audio CDs. What should I do?
Despite our exhaustive quality assurance process, mistakes do occasionally creep into our products. If you think you have found an error in the content of your audio training product, please check our audio errata page for a list of known errata. If your possible error is not listed, please contact customer support. Our editorial team will track down the answer and post a new erratum entry with the correct information if necessary.
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Why is PrepLogic trying to access the internet?
PrepLogic connects to the internet for two reasons. First, the system automatically checks the PrepLogic servers for software updates. This ensures that you're using the latest version of our software. Second, PrepLogic's software must be authenticated to ensure security and functionality of the product. If you are connected to the internet, the software can authenticate automatically without any action on your part. If your computer is online and you received a message telling you that you need to authenticate, you may need to adjust your Windows Firewall or other personal firewall settings. Your software will make an attempt to connect to our servers each time it is run.
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How do I authenticate my product if I do not have access to the internet?
If you are unable to connect to the internet, you can manually authenticate your product by visiting
www.preplogic.com/commerce/dmd/getauthcode.aspx
from a computer that connects to the Internet. Here you will need to input your license key and then click submit. You will be
given a text file that contains your authentication code. Bring the file to your computer and open it by clicking the Open
Authentication Code button from the software. Follow the instructions on your screen to complete authentication.
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What must I do to run LearnSmart Video Training on Windows Vista?
All LearnSmart Video Training purchased after June 1, 2007 can be run on Windows Vista without any updates or special installation instructions. Updates are now available to run LearnSmart titles purchased before June 1, 2007 on Windows Vista. Click here for PDF instructions and update download.
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I have tried installing my LearnSmart Video Training and I am getting a “Codebase Error” when I try to run the CD by clicking on the LearnSmart Icon on my desktop. What do I do?
This error indicates the database files have been corrupted. The installed files need to be deleted and reinstalled.
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I have tried to install my LearnSmart Video Training and I am getting the following error “To install this course,….,requires Administrator privileges, which you do not have.” What does this mean?
You must be a local ADMINISTRATOR on your computer in order to install the LearnSmart Video Training software. Many times customers will log in with their username because it has administrative privileges or is a part of an administrative group; however, this will not allow proper installation. You must log in as the local ADMINISTRATOR to successfully install.
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I have installed my LearnSmart Video Training and the video screen is black and not showing any picture. What do I do?
You need to adjust your video acceleration on your computer:
To ensure that the video driver works properly, please follow the instructions below:
- Click on Start
- Go to Settings
- Click on Control Panel
- Double-click on Display
- Click on the Settings Tab
- Click on the Advanced button
- Click on the Troubleshooting tab
- Move the slider bar to one spot from the furthest left hand setting (this is the Basic Setting)
- Click OK and then OK again.
- Retry the LearnSmart CD's
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I have installed my LearnSmart Video Training and I have noticed that the video is choppy and the video stream seems to be interrupted frequently. What do I do?
You need to adjust your hardware acceleration on your computer:
Windows 98/Me
- Click on Start -> Settings -> Control Panel
- Click on your System icon
- Click on the Performance tab
- Click on Graphics at the bottom
- Change it to half or less, and click 'OK'.
- Click on Close and restart your computer when prompted.
- Try the training again.
Windows 2000/XP
- Click on "Start -> Settings -> Control Panel"
- Click on your "Display" icon
- Click on the "Settings" tab
- Click on "Advanced" at the bottom
- Click on the "Troubleshoot" tab
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