CUSTOMER CARE CENTER

If you have any question, feel free to contact us. We are willing to help you solve your problem.

CONTACT US

Address: Ed. Beatriu de Pinos #12
Ctra. Valldemossa
07112 Palma de Mallorca
Spain
FAX: +34.971172309
Email: info@coolpdf.com

EMAIL CONTACTS

Sales:   sales@coolpdf.com
Support:    support@coolpdf.com
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 section.

SOFTWARE POLICIES

1. Guarantee: We are committed to providing excellent products, technical support and customer service to our customers.

2. Privacy Policy: We will not give, sell or otherwise transfer your personal information to third parties.

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 full version?
  Almost instantly. Once your credit card is verified, you will get them by email.
• 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 remain intact.
   

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: What if a program does not work with Windows 11. What should I do?
A: If your installation does not finish automatically, it means that the setup program experiences compatibility issue with Windows 11 64-bit. In this case you are suggested to use PDF Printer for Windows 11.

Q: What if a program does not work with Windows 10. What should I do?
A: If your installation does not finish automatically, it means that the setup program experiences compatibility issue with Windows 10 64-bit. In this case you are suggested to use PDF Printer for Windows 10.

Q: How can I purchase the software and install on unlimited number of computers?
A: You are suggested to purchase the Site License, which will enable you to do so. Click here to read more information on Site License.

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, https://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 sizes.

Q: I have another question but not covered here. What should I do?
A: Send e-mail to support@coolpdf.com. Our support engineers will respond to your e-mail in less than 12 hours.

TROUBLESHOOTING

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 98/98SE/ME/NT4/2000/XP/2003

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.