Top 10 Calls and Emails to WORDsearch Technical Support

iPad App Problems: Missing Books and Problems logging into the iPad app.
- "I can see a bunch of books but I am missing a lot, and I do not see the ones I have paid for."
- "I cannot log into my iPad app. When I enter my email address and password, it says it's wrong or doesn't recognize it."
I cannot get the WORDsearch 10 Morphology feature to work.
- "The Morphology icon is grayed out. Nothing opens up when I click on it."
I cannot open the Annotated Bible. I get an error.
- "I just bought the Annotated Bible. It downloaded and installed with out any errors. When I try to open it, I get an error that says, "There was an error opening the book entitled ... Cannot open file C:\... The system cannot find the path specified.""
How do I get my books from QuickVerse into WORDsearch 9?
- "I just upgraded from QuickVerse to WORDsearch 9 but my QV books did not import into WORDsearch 9."
- "I installed WS9 but I do not see my QuickVerse books anywhere in the WS9 program."
What if I get an error trying to get my QuickVerse books into WORDsearch 9?
- "When I was trying to check out, after adding my QuickVerse books to my shopping cart, to get them imported into WORDsearch 9, I got a message that said an error had occurred, but there was no error displayed anywhere!"
- "I got a message that there were no books in my cart, but I just put 182 books in the cart!"
Is WORDsearch 9 compatible with the new Mac OS X Lion?
- "I just upgraded my Mac to Lion and now I cannot start WORDsearch 9."
- "Right after I start it, I see a screen that says it is shutting down."
Need New Unlock Codes (Account Number and Password)
- "I just got a new computer and need to transfer all my books to it."
- "I had to recover my computer and need to get my programs back."
Problems / Errors Downloading the Program , or Clicking on the Link to Download Our Program
- "When I click on the link to download my program, the link is not clickable."
- "I clicked on the link to download my program, but I got a blank screen."
Problems / Errors Starting Your Program
- When I start my program, I get the following error message: "Invalid floating point operation."
- When I start my program, I get the following error message: "Windows cannot access the specified device, path, or file. You may not have the appropriate permissions."
- When I start my program, or unlock my books, I get the following message: "The Order Tracking Database appears to be corrupt."
Problems / Errors Unlocking Books
- After I put in my account number and password, I clicked on the "Next" button and got the following message: "The following file could not be downloaded completely, … Booklist.zip"
- When unlocking my books, I got the following error: "The WORDsearch servers appear to be off line."
- "The Bible Explorer servers appear to be off line."
Problems / Errors Downloading Books
- "Strong’s Talking Greek and Hebrew Dictionary keeps coming up with a "Transfer error."
- "All my books downloaded except for Strong’s Talking Greek and Hebrew Dictionary. Now, it just hangs there and won’t even download."
- "When downloading my books, I get a "Not Responding" message."
- "I downloaded all my books except for Strong’s Talking Greek and Hebrew Dictionary. When that book tried to download, I got the following error: "The following file could not be downloaded completely "http://www.update.wordsearchbible.com/Downloads/.../books/0-58.zip" "
General Questions About What is on my Screen
- "What is this indexing message I keep seeing?"
- Can I still use the program or do I have to wait for it to finish?"
- "At the bottom of my screen I see a progression bar that says Indexing Step 2 of 5. What is it doing?

I see books in my iPad app, but I don't see my books.

Call our Sales and Customer Service Department at 1-800-888-9898 and ask them if you have any duplicate accounts. You could have unknowingly created a duplicate account with a different email address then logged into your iPad app using the email address that is associated with the duplicate account that does NOT have your books in it.

When I log into the iPad app, it says it doesn't recognize my email address and password.

There could be several reasons for this.

You may not have on online account. If you do not, create one. Go to http://www.WORDsearchBible.com, look in the upper right corner for Log in / Sign Up, and click on it to create an online account using the email address you usually use with us.

If you have an online account, log into it. If you are rejected, you may be using the wrong password. To get your password reset, click on "Forgot your password? Click here." and we will email you a temporary password to allow you to log into your online account and our iPad app. (If you do not receive your password reset email, look in your Spam or Junk mail folder. It could also be in your Trash folder.)

I cannot get the WORDsearch 10 Morphology feature to work.

The Morphology feature requires you to have the UBS Greek NT Bible, 4th Edition. You can purchase it from our Sales Department by phone or email. If you have previously purchased the Greek Interlinear, HCSB Reverse Interlinear, or Friberg's Analytical Greek NT, you are eligible to receive the Greek New Testament (UBS4) with Friberg Morphology for free. Just dial 1-800-888-9898 or email Sales@WORDsearchBible.com.

I cannot open the Annotated Bible. I get an error.

Currently, the Annotated Bible only works in WORDsearch 9 or higher.
If you are not running WORDsearch 9, just call our Sales and Customer Service Department and ask them to upgrade you. It's Free!
They can be reached by dialing 1-800-888-9898 and their email address is Sales@WORDsearchBible.com.

How do I get my QuickVerse books into WORDsearch 9?

"I just upgraded from QuickVerse to WORDsearch 9 but my QV books did not import into WORDsearch 9."

"I installed WS9 but I do not see my QuickVerse books anywhere in the WS9 program."

If you installed WORDsearch 9, on a PC that has your QuickVerse books, and your QuickVerse books did not get imported into WORDsearch 9, you can run our STEP book importer program manually by following the steps below:

How to Manually Import QuickVerse STEP Books into WORDsearch 9

Click on the Windows Start button
Click on All Programs
Look for the WORDsearch 9 folder and click on it.
(This will expose 6 - WS9 program feature icons.)
Click on "Search for STEP Books."
Follow the steps to allow the WS STEP Book Importer to scan your computer's hard disk for your QuickVerse STEP books.
(When your STEP books are found, a “Results” window will list those books.)
Click on the Next button to register your detected STEP books with our online store
Click on the link to visit the online store.
(This will open a web browser displaying your detected STEP books.)
Once at our online store, click on the shopping cart icon to the right of each book or, click on the "Add all ... " link at the top to add the books in your shopping cart.
Click on the “Check Out” button at the bottom of your cart to proceed to the check out page.
Once the order is complete, the process will provide you with a temporary account number and a password and the instructions to unlock and install your books in the WORDsearch 9 program.

What if I get an error trying to get my QuickVerse books into WORDsearch 9?

"When I was trying to check out, after adding my QuickVerse books to my shopping cart, to get them imported into WORDsearch 9, I got a message that said an error had occurred, but there was no error displayed anywhere!"

"I got a message that there were no books in my cart, but I just put 182 books in the cart!"

NOTE: If you get any errors or experience any problems adding books to your cart or during the checkout process or completing the order, repeat steps 1 - 8 above, but this time, reduce the amount of books in your shopping cart to 10 - 30 books at a time.

Sometimes, over loading the shopping cart will cause errors.

Is WORDsearch 9 compatible with the new Mac OS X Lion?

"I just upgraded my Mac to Lion and now I cannot start WORDsearch 9."

"Right after I start it, I see a screen that says it is shutting down."

Yes. We have an updated version of WORDsearch 9 for Mac that is compatible with Lion. Contact our Sales and Customer Service Department for a link to download and install it. Their number is 1-800-888-9898.
If you already have WORDsearch 9 for Mac on your Mac, you would just install the Lion compatible version right on top of it. There is no need to uninstall your current version.
However, if you have created a shortcut icon or, an alias icon, you will need to drag them to the trash before using the new Lion compatible version of WS9.

Need New Unlock Codes (Account Number and Password)

"I just got a new computer and need to transfer all my books to it."

"I had to recover my computer and need to get my programs back."

You can now unlock your books yourself! Yes. It's true!
We have just implemented a new feature on our web site that allows all our registered customers to get a new password so that they can unlock their books themselves without having to call or email us.
Below are the steps to unlock your books yourself:

Go to http://www.WORDsearchBible.com
In the upper right area / corner, look for the words Log In / Sign Up
Click on Sign Up
Enter your email address (The email address associated with your account in our customer database.)
In the section that asks "Do you have a wordsearchbible.com password?" click on "Not yet. I'd like to set one up."
Click on the Register button
Check your email for the "Account Validation" email and follow the instructions in that email
To get your Unlock code, Log in with your activated email address and the password you created
At your Account page, click on "Unlock and Download eBooks" and the next page will display your Account Number and Password to unlock your books

P. S. If you need a CD or DVD to install your program, or, if you need a new link to download and install your program, you will need to call our Customer Service Department at 1-800-888-9898. The are open from 9:00 AM CST until 10:00 PM CST Monday through Friday.
You cannot unlock / install your books until you have downloaded and installed your program.

Problems / Errors Downloading the Program , or Clicking on the Link to Download Our Program

"When I click on the link to download my program, the link is not clickable."

"I clicked on the link to download my program, but I got a blank screen."

Try typing out the link manually into your browsers address field, then press the Enter key on your keyboard.

Problems / Errors Starting Your Program

"When I start my program, I get the following error message: "Invalid floating point operation.""

This error is known to be caused by the Avast security program.
Disable it, uninstall it or contact their support department to assistance.

"When I start my program, I get the following error message: "Windows cannot access the specified device, path, or file. You may not have the appropriate permissions.""

This error is known to be caused by the Kaspersky Internet Security program.
Call them at 1-866-525-9094 and tell them to help you move your program to the Trusted group.

When I start my program, or unlock my books, I get the following message: "The Order Tracking Database appears to be corrupt."
This is a harmless message and is easily fixed. All you need to do is the following:

Unlock your books again
Restart WORDsearch 9

Here are the steps to unlock your books.

Enter the WORDsearch library.
At the main menu, click on Help, then click on Unlock Purchased Books...
Type in your 6 digit Account Number ( ...... ) and your 4 digit Password ( .... ).
Call 1-800-888-9898 and say "I need my "Unlock Codes.""
Click on "Next". (The next screen you should see is the "Re-Unlock Library Books" screen with the message, "The following books have been unlocked." This screen will list all the books that were just unlocked.)
Click on Close to close the "Re-Unlock Library Books" window. (NOTE: You will get the error message again, but, ignore it and click to close it.)
Close the WORDsearch program and restart it. You should no longer receive the error message.

Problems / Errors Unlocking Books

After I put in my account number and password, I clicked on the "Next" button and got the following message: "The following file could not be downloaded completely, … Booklist.zip"

When unlocking my books, I got the following error: "The WORDsearch servers appear to be off line." ("The Bible Explorer servers appear to be off line.")

These errors can occur if you are not connected to the internet.
Make sure your computer can access the internet.
If your computer IS connected to the internet, this problem is most likely caused by your security program.
Disable your security program. Turn off your Firewall, your Antivirus program, turn off any internet security programs, and then see if you can unlock your books. (You should still be able to use your unlock codes since the unlock never succeeded.)
If you are still getting the same error, refer to your security program manual for instructions to add a program to the “Trusted List.”
If you are still getting the same error, try booting into Safe Mode with Networking and try to unlock your books there.

How to Boot into Safe Mode with Networking

Shut down the computer completely.
Turn on the computer and immediately begin tapping on the F8 key as soon as it starts up. (Tap on the F8 key like a woodpecker or, as if you were sending Morse code.) This should get you to the "The Windows Advance Option" menu.
Select Safe Mode with Networking from the "The Windows Advance Option" menu and press the Enter key.
Select your operating system from the next screen, press Enter and this should slowly take you to the Windows desktop in Safe Mode with Networking.
Once at the Windows Safe Mode desktop, start your program and try to unlock your books as you normally would.

NOTE: If none of this works, we can make an Unlocker CD that unlocks your books with out having to connect to the internet. The disk is $1.00 and there will be a small shipping fee of $6.95.

Problems / Errors Downloading Books

"Strong’s Talking Greek and Hebrew Dictionary keeps coming up with a "Transfer error."

"All my books downloaded except for Strong’s Talking Greek and Hebrew Dictionary. Now, it just hangs there and won’t even download."

"When downloading my books, I get a "Not Responding" message."

"I downloaded all my books except for Strong’s Talking Greek and Hebrew Dictionary. When that book tried to download, I got the following error: "The following file could not be downloaded completely "http://www.update.wordsearchbible.com/Downloads/.../books/0-58.zip""

If you are running WORDsearch 7, WORDsearch 8 or Bible Explorer, discard the list of books in your Downloads window then try to download them again.

If you are running WORDsearch 9, keep the books in the list then try to download them again.

Click on the "Close" button in the lower left corner of the Downloads window.
In the next window, click on "Discard the list " or "Keep the Books in the List" if you are using WORDsearch 9.
Look for the books that did not download in your library section. (You will recognize them because they will have a red question mark next to them.)
Click on one of these books and follow the steps in the Missing Book Installer program to download the books again.

If you continue to get the Transfer error, repeat the steps above but this time, select to install your books from CD or Library DVDs.

If you do not have any Library DVDs, you can order them by calling our Sales and Customer Service Department at 1-800-888-9898.

General Questions About What is on my Screen

"What is this indexing message I keep seeing?"

Can I still use the program or do I have to wait for it to finish?"

First of all, Indexing makes the Search feature run 10 times faster so you want indexing.

Second, WS9 runs the indexing process when you first install your books or whenever a change is made to a book in your Library. So when you download a new book or update a book or even when you refresh the Library, the Indexing will occur.

During the Indexing process, you can safely use all of the WORDsearch 9 program except the Search feature until the indexing is completed.

NOTE: You will need about 5 GBs of free space on your hard disk to allow Indexing to complete. Also, the more books you have, the longer it takes to finish Indexing.