CUSTOMER CARE CENTER
We focus on both product quality and customer service. If you
have purchased CoolPDF, congratulations! You have made the right choice.
We are proud of our customer service. In this customer care center, you
will mostly get the information you need and answers to your problem.
If you have any question, feel free to contact us. We are willing to
help you solve your problem.
Address: Ed. Beatriu de Pinos #12
07112 Palma de Mallorca
Answers to the most frequently asked questions can be found in the FAQ
section. So before emailing our support department, take a look at that
1. Guarantee: We are committed to providing excellent products, technical support and customer service to our customers.
3. Ongoing Open Dialog: Our customers are our most valuable resource. Please let us know how we can improve our products and services.
4. Upgrade: Major upgrades, maintenance releases and service packs are free.
REGISTRATION AND PURCHASE
- How can I get a registration code, invoice, receipt, or W9 if I have the order number?
These are all available. After you have purchased, we send you the
instructions on how to get them.
- How long will I get the licensing information, unlock code, and the
Almost instantly. Once your credit card is verified, you will get them
- Can I order your product by wire transfer, check or purchase order?
Sure. Click here to learn more.
- How do I move my software to another computer?
Download your software to the new computer and use the registration code you already have to unlock it.
- Why didn't I get my registration code after I purchased?
Immediately after you purchase you should get a confirmation email. When
your order is confirmed, you will get another email with a registration code to unlock your trial copy. If you did not, please email us with your order number and we will send it
to you immediately.
- Can I use the software on both my laptop and my desktop without purchasing again?
Sure. The license allows you to use the software on multiple computers as long as they are not simultaneously used.
- Where can I find the End User License Agreement (EULA)?
Here is the EULA.
- Now that I paid for the software, how do I download it?
If you have already downloaded the trial version, just enter your registration code to unlock it. If you have not downloaded yet, download
the full version, whose download URL is included in the email that you
received in the order confirmation email.
- I bought your software. How do I upgrade?
Major upgrades, maintenance releases and service packs are free. Just
download the new trial version and install and your registration will
FREQUENTLY ASKED QUESTIONS
Q: The setup program does not complete when I install the software on Windows 7.
A: This might be a compatibility issue. You can try PDF Printer for Windows 7.
Q: The program does not work with Windows 8. What should I do?
A: If your installation does not finish automatically, it means that the setup program experiences compatibility issue with Windows 8 64-bit. In this case you are suggested to use PDF Printer for Windows 8.
Q: How can I purchase the software and install on unlimited number of
A: You are suggested to purchase the Site License, which will enable you to do
so. Click here to read more information on Site
Q: I have installed the software on my computer, but nothing is there?
A: Please go to your "Control Panel"->"Printers" to see
whether a new printer named "CoolPDF" has been installed.
Q: How canI start converting my electronic document to PDF format?
A: Please print your document as you normally do, but remember to print it to
the "CoolPDF" printer, you will be asked to specify a file name and
the destination folder for your PDF file to be created.
Q: I have installed the software on Windows 2000 Terminal Server, but no
printer has been added. Why?
A: Before you install the software, log in Microsoft Windows with an
Administrator privilege. After you run the install program, you will see a new
printer added in your "Control Panel"->"Printers and Faxes
" with the name "CoolPDF".
Q: Can I install the software on Windows 98(SE)?
A: Sure. But don't forget to restart your computer after installation, if the
"CoolPDF" printer does not function or is offline.
Q: Can I install the software on Windows 95?
A: Sure. It works on Windows 95, but don't forget to restart your computer to
apply the system wide changes made by CoolPDF.
Q: Can I install the software on Windows NT Workstation or Windows NT Server?
A: Sure. Just install it on your Windows NT. And remember to restart your
computer no matter Windows NT server or Windows NT workstation to apply system
wide changes made by CoolPDF. Usually, CoolPDF should be installed on Windows
NT with Service Pack 3 or later installed.
Q: Which OS is most suitable for CoolPDF?
A: Windows 2000 Workstation/Server, Windows XP and Windows Server 2003. On
these operating systems, PDF creation is much faster than on Windows 98,
Windows NT, and/or Windows ME.
Q: I encountered an error message in created PDF file, something like
"OFFENDING COMMAND, STACK OVERFLOW"?
A: This problem will only occur on some computers running Windows 98. Restart
your computer and create your PDF documents again.
Q: I created a PDF file, but the text seems to be ugly made. When I zoom in
and zoom out, the text looks unpleasant. Why?
A: Please make sure that you have used a TrueType font in your original
document. For example, if you print from Notepad program, the default font
will probably be Fixedsys. However, this is not a kind of TrueType font. You
may simple change the font to Lucida Console or Arial or Tahoma or Courier
New. These are all TrueType fonts.
Q: How can I set custom paper size for my PDF files?
A: Before you confirm your print command, click the "Printing
Preferences" of the "CoolPDF" printer, and go to
"Paper/Quality", choose "PostScript Custom Paper Size" in
the "Paper Size" from the drop list.
Q: It seems that the setup program hangs up. What should I do?
A: It never hangs up forever. Please wait for no more than 60 seconds and
everything will come back to normal again. This depends on the speed of your
computer and the number of installed printers on your system.
Q: Does CoolPDF works with Hebrew, Russian, Japanese, Korean, Chinese as well
as other languages?
A: Sure. CoolPDF works with almost all languages in the world. If you work
with oriental and eastern european languages, you are suggested to download
the language pack for international languages in order to produce better PDF
files. The language pack can be downloaded from CoolPDF web site, http://www.coolpdf.com/langpack.exe
Q: I need large paper size such as A1, A2 or even large. Does CoolPDF provide
large paper size?
A: CoolPDF offers large paper size up to 14400 x 14400 points, 200 x 200 inch,
and 5080 x 5080 millimeters. When you need large paper size, please choose
"PostScript Custom Paper Size" from the drop list of all paper
Q: I have another question but not covered here. What should I do?
A: Send e-mail to firstname.lastname@example.org.
Our support engineers will respond to your e-mail in less than 12 hours.
Troubleshooting for Microsoft Windows NT 4.0 Workstation and Windows
NT 4.0 Server
If the CoolPDF printer is offline or does not work after you run the setup
program to install CoolPDF, restart your computer.
Troubleshooting for Microsoft Windows 98/98SE/ME
If the CoolPDF printer is offline or does not work after you run the setup
program to install CoolPDF, restart your computer. When you create PDF
files, you are suggested to spare more physical space for CoolPDF.
Troubleshooting for Microsoft Windows 2000 Server, Windows Server 2003
Before you install the software, log in Microsoft Windows with an
Administrator privilege. After you run the install program, you will see a
new printer added in your "Control Panel"->"Printers and
Faxes " with the name "CoolPDF".
Troubleshooting for Installer Hangs up on Windows
Usually, the installation program won't hangs up. Please give it more
patience. It will takes 9 seconds to 3 minutes to setup the "CoolPDF"
printer on your computer, depending on the speed of your computer and the
number of installed printers on your PC. If you have waited for over 3
minutes, and still can't see the installation program complete, it might
be that the printer named "CoolPDF" can't be added to your
"Control Panel"->"Printers". Therefore, the process
named "helpinst.exe" will not quit, and the installer will still
wait for the program to complete, and you will see that the installation
programs get dead looped. Please kill the process "helpinst.exe"
with Task Manager and the problem will be solved.
Troubleshooting for Printer Working Offline
On Windows 98, 98SE and ME, it is possible that you can't print to "CoolPDF",
and when you open your Printer folder, you will see that the printer
appears to be working offline. To solve this problem, just restart your
computer. It is a rare case, and won't happen again.
Troubleshooting for setting PDF Access Permissions
In cases you have set PDF Access Permissions such as protect your PDF
document from being printing, modified etc., but no effect. This is caused
by the lack of the Owner Password. To enable the PDF access permission
feature, you are required to set an Owner Password for the PDF document
that you want to secure.