Download Problems

IPA Source has proven to be very reliable in delivering PDF content to most e-mail servers. However, although our e-mail goes out within seconds, sometimes things happen along the way. Here are some problems and their solutions.

The e-mail never arrives.

You wait and wait and the e-mail doesn't arrive. While this can happen with any e-mail server depending on your security settings, we have had the most problems with Hotmail and Yahoo!. The solution is usually quite simple, just add our e-mail address "support <AT> ipasource <DOT> com" to your safe contact list. Need help? Click here for detailed instructions.

You receive the files but they won't open.

Sometimes even with the Adobe reader installed, you files won't open after they reach your computer. Generally, this has been a problem for AOL subscribers but some university servers can also do this. The solution is not to open the PDF while it is attached to the IPA Source e-mail but to save it first to your hard drive and open it from there.

University servers.

Another quirk of university servers is that they can be very slow in receiving e-mail. This is due to increased security and scanning behind the university firewall. Be patient - my own university account can take up to 20 minutes to receive an e-mail from the "outside."

Did your sale go through?

After you click "Place this order," read the next screen to ensure your order was accepted. If your credit card purchase didn't go through, no files will be sent. You can view your successful orders (including your subscription status) under the history link found under the account tab once you have logged in. All successful purchases within the past 30 days are listed here. If you don't see your order, then no charge was made to your credit card.

Locked out?

Rarely, a customer will be locked out of their account because the system is not recognize a valid e-mail address. This has been known to happen with first-time users who have misspelled their e-mail address when they originally created their account. The purchased files do not arrive and when they return to the site their e-mail address is not recognized. Contact me and I'll help you work this out.

What if your password doesn't work and the reset doesn't work either? This can happen if there is a problem with the way your browser is handling cookies. Try deleting your browser's stored cookies or e-mail me and I will reset your password.

Can't access your account from all computers.

A variation on the lockout is that you can access your account from one computer (say at school) but not from another computer (at home). This problem has to do with some internal settings on your computer that has locked you out - either browser, virus, or system settings or a combination of all three. Here are two solutions, 1. try deleting your browser's stored cookies; or, 2. try another browser - Firefox, Opera, or Netscape. If this doesn't work, contact me and we will work together to get you up and running.

Still not working? Please, don't get frustrated, just contact me.

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Remember, passwords at IPA Source are case sensitive.