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Technical Support

I wear many hats at the BIP Office, and one of them is Level 1 Technical Support. When your system is going kerflunky, I’m probably the one you’ll speak with. Not because I’m a wiz or anything, but because I have a calm, encouraging phone voice that reminds you not to panic. If I can not get your problem solved, we do have an awsome Level 2 Technical Support that I can contact for answers. While most people don’t have trouble with our software, we do have some FAQs below for the few who do.

Will your products work on my mobile device?

Our digital products are not currently designed for use on a mobile device with exception of our Kindle offerings.

I upgraded to or updated Windows 10. Why won’t my digital applications work?

The Windows 10 upgrade and updates can reset your default PDF viewer to the Microsoft Edge application, which is not compatible with Bright Ideas Press applications.

If you do not have Adobe Reader installed on your PC, you can download it at Adobe.com and then restart your PC.

Once you know you have Adobe Reader installed, go to Control Panel>Programs>Set your default programs. It may take the list a bit to fully load. Find Adobe Reader (please note that this is not the same as “Reader” by Microsoft), then click Choose defaults for this program. When the new screen appears, check the PDF box and Save.

Alternatively you can right click on a simple pdf file in your file cabinet, select Open With, Adobe Reader. In a few moments a message will ask if you wish to set Adobe Reader as your default. Click Yes. Also click Yes to allowing the application to make changes to your computer. Adobe Reader should now be set as your default pdf viewer and your Bright Ideas Press applications should open with full functionality. 

Why has my download link expired?

We consistently get questions concerning expired or missing download links. That’s an easy fix. Our links expire 3 days after they’ve been sent. So, if your link has expired, call or email us and we’ll re-send it to you.  If emailing, it would be very helpful if you could be sure to state your name, order number, the date of your order, and your email address.

Why do I need a password?

If you receive a password request logging into any of our digital products, verify that Adobe Reader is your default pdf viewer.

What if I’m on a Mac?

I’m pleased to say that all the software we publish is Mac compatible. You just need Adobe Reader. In fact, 90% of it was made on a Mac.

How many times may I download a product?

Your download link will allow you to download the product you purchased for your family 3 times.

My computer crashed and I lost my downloadable products – can I get them back?

Absolutely! Give us a call at 877.492.8081 or send an email in our direction. We’ll look up your order and get you a new download link.

My program opens, but I cannot click the links to go anywhere.

1) Avoid Using Preview (Mac users)

Mac users often find that PDF files default to opening in a program called Preview – this is fine for simple image files, but our PDF files are complex and Preview can’t handle them. If Adobe Reader is installed on your Mac, control+click the file you’re trying to open and select Open With—>Adobe Reader. If Adobe Reader isn’t an option, you need to download it by following the instructions below.

2) Update Adobe Reader

The number one problem people have when using our digital materials (Illuminations and WonderMaps, especially) is that they don’t have a recent version of Adobe Reader.

The easy way to check is to open up your version of Reader and under Help click Check for updates.  This little feature can save you much pain and heartache. If your version is less than 10.0, you should get it updated. It’s free. Get it from Adobe.com. Install it, reboot the computer, and try again. Nine times out of ten this works.

Don’t forget to set Adobe Reader as your default PDF reader for the future!

Please note: we released Illuminations updates for PC (12/2015) and Mac users (2/2016) to address compatibility issues with Adobe Reader DC. If you need a link to that update, please contact us.

I bought your book at a used curriculum sale, but it doesn’t have the CD. Would you send me a new one or the download link?

While we do not supply additional copies of digital products for the resell environment, most of our digital products are available to purchase separately in our online store. We would be glad to service your digital order. If you have any questions or need assistance finding the product you need, just let us know!

What if my anti-virus software is giving me trouble?

Sometimes anti-virus software can be a bit over zealous. If you are having trouble downloading our software because of your anti-virus program, the only solution is to turn it off momentarily. We promise that our programs are virus free. Unfortunately, we cannot provide specific direction on how to turn the software off because all programs are different, but many of them have a setting or button that disables it for 15 minutes. Others have an on-off switch. Go ahead and temporary disable your anti-virus software, download and install your purchase, and then turn your anti-virus software back on again.

As a disclaimer: While we guarantee our software is virus free, if you turn off your virus protection, you do so at your own risk. Don’t download any other files or visit other websites while your virus protection is off. Bright Ideas is not responsible for anything that happens to your computer.

If your anti-virus program is Norton 360, try these steps.

  1. Open Norton 360.
  2. Click Tasks.
  3. Click Check Security History.
  4. The file is often listed originally as quarantined, then removed. Look for an option to restore the quarantined file (there will probably be several gloom and doom messages about the danger of doing this, so be sure to restore the correct file).
  5. After restoring the file, it generally goes back to the original folder where you can finish installing it.

To Sum Things Up…

If you’ve updated your software, can’t download or open anything, or are otherwise just confused, don’t waste time pulling your hair out! Get in contact with us here. That’s what we’re here for.

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