Help

There is a FAQ available at https://softwarestore.vanderbilt.edu/support/faq/ that lists all of the frequently asked questions specific to the Vanderbilt Software Store.

Note: The other questions listed in the help section are maintained by Kivuto, and are not specific to Vanderbilt.

“Not connected to the Internet. Please connect and try again. TODO Provide proper texts.”

Please uninstall the Secure Download Manager (SDM) from Home -> Applications and then try to download the software again. 

An older version of the Secure Download Manager (SDM) has to be removed before the software can be downloaded.

You can request additional downloads by clicking the Contact Us link at the bottom of the Help page.

Ensure that you provide your full name and email address along with your order number.

To view your previously ordered items:

1. Sign in to your WebStore (if you are not signed in already).
2. Click the arrow beside your username (top-right corner), and then click Your Account/Orders.

Your order history will be displayed in sequence with the most recent order you placed at the top of the list.

Yes, it is possible to email a copy of your invoice to yourself or some other recipient(s).

To send a copy of your invoice via email:

1. Sign in to your WebStore (if you are not signed in already).
2. Click the arrow beside your username (top-right corner), and then click Your Account/Orders. You are directed to a list of your previous orders.
3. Click the View Invoice button next to your order. You are directed to your Order Invoice.
4. Click the Send Invoice button under Order Summary.
5. Enter the email address(es) to which you want your receipt sent in the Email address field. If you are sending to multiple recipients, use a comma to separate the email addresses.
6. Click the Send button.

Note: The Email order receipt button is only visible once the order has been finalized and all product keys / activation codes / license numbers have been retrieved and issued. To ensure delivery of our system emails, make sure that noreply@kivuto.com is added to your email white list.

School personnel can order select software in bulk on behalf of their students. Those students can then sign into the eStore and download their pre-paid software at their convenience. This is called a bulk order.

To request a bulk older, fill out the Bulk Order Request Form, and then click Submit. You will be contacted within two business days and informed whether or not your request meets all eligibility criteria.

Methods of Payment

We accept payment by credit card (Visa or MasterCard) or purchase order.

The Access Guarantee option makes it possible to re-download software you have ordered and view any product key(s) issued with it for 31 days after you order the software (or 24 months, if you opt for the Extended Access Guarantee). This can be very useful if you ever have to reinstall a piece of software you have ordered.

In most cases you will receive the Basic Access Guarantee free of charge with your order and will have the option of upgrading to the Extended Access Guarantee during the checkout process. For details about each option, see: What is the difference between Basic Access Guarantee and Extended Access Guarantee?.

Note:

• The Access Guarantee option does not extend the duration of your license. If you purchased a six- or twelve-month rental or trial software, your license will still expire in the expected timeframe.
• The Access Guarantee option provides access only to the download links and keys issued with your order. It does not mean that you will be able to download and install the software an unlimited number of times using the same key.
• The Access Guarantee option is not available on all WebStores.

To view the status of your Access Guarantee:

1. Sign in to your WebStore (if you are not signed in already).
2. Click the arrow beside your username (top-right corner), and then click Your Account/Orders.
3. Click the View Details button next to the order to which your Access Guarantee applies.
4. You are directed to your Order Details page. The number of days remaining in your Access Guarantee is displayed next to each item the guarantee applies to.

Access Guarantee Retrieval is a service you can purchase, if eligible, for a small fee that allows you to recover your download(s) and/or key(s) after access has expired. After purchase, you will gain another 60 days of access to any expired product in your order.

Once your access expires, you will no longer have access to your download(s) and/or key(s). By purchasing the Access Guarantee Retrieval Service (if available), you will be able to restore access to all expired download(s) and/or key(s) on an order for an additional 60 days for one flat rate.

If you purchase the Extended Access Guarantee or the Access Guarantee Retrieval Service, all eligible items in your order are covered. Regardless of the number of items in your order, you will only pay one fee to upgrade to Extended Access Guarantee or to retrieve access.

Basic Access Guarantee is included with most orders by default, free of charge. It allows you to re-download software and view product keys for 31 days after you order the software.

Extended Access Guarantee allows you to re-download software and view product keys for 24 months after you order the software. It can be ordered for a small fee.

Notes:

• Under certain circumstances, the Extended Access Guarantee may be included in your order free of charge in place of the Basic Access Guarantee. Check your Order Receipt if you are unsure what kind of Access Guarantee applies to an order you placed.
• The Access Guarantee option provides access only to the download link(s) and key(s). It does not mean that you will be able to download and install the software an unlimited number of times using the same key.
• The Access Guarantee option does not extend the duration of your license. If you purchased a six- or twelve-month rental or trial software, your license will still expire in the expected timeframe.
• Some software can be installed on a limited number of machines (e.g. operating systems). Access Guarantee does not cancel out that limitation.
• The Access Guarantee option is not available on all WebStores.

You can apply the Extended Access Guarantee to an order while placing the order. You can also apply the Extended Access Guarantee to an order you have already placed, so long as the Basic Access Guarantee included with that order is still valid. Once applied, the Extended Access Guarantee will provide two years of access to all software and product keys from the order.

Note: Some programs automatically apply the Extended Access Guarantee to all orders. Unless you belong to one of these programs, you will be charged a small fee for the Extended Access Guarantee.

To purchase the Extended Access Guarantee while placing an order:

1. Sign in to your WebStore.
2. Add the products you need to your Shopping Cart.
3. Open your Shopping Cart and click the Add to Cart button next to “Extended Access Guarantee (24 months)”. This is found under the heading “Recommended for You”.
4. Click the Check Out button to check out with your order. When you finish checking out, your order is placed, and the Extended Access Guarantee is applied to it, providing two years of access to your software and product keys.

To apply the Extended Access Guarantee to an existing order:

1. Sign in to your WebStore.
2. Click the arrow beside your username (top-right corner), and click Your Account/Orders. You’re directed to a list of your previous orders.
3. Click the View Details button next to the order to which you want to apply the Extended Access Guarantee. You’re directed to the Order Details page for that order.
4. Click the Add button next to “Extended Access Guarantee (24 months)”.

Note: If there’s more than one item in the Recommended for You section of the page, you’ll need to click the Add button before you can click Buy Now.

5. Click the Buy Now button to check out with your order. When you finish checking out, the Extended Access Guarantee is applied to your order, providing two years of access to your software and product keys.

Yes. If you’ve lost access to an order because your Basic Access Guarantee or Extended Access Guarantee has expired, you can temporarily restore access by purchasing Access Guarantee Retrieval.

To order Access Guarantee Retrieval:

1. Sign in to your WebStore.
2. Click the arrow beside your username (top-right corner), and click Your Account/Orders. You’re directed to a list of your previous orders.
3. Click the View Details button next to the order you want to restore access to. You’re directed to the Order Details page for that order.
4. Click the Buy Now button next to Access Guarantee Retrieval.

Note: If there is more than one item in the Recommended for You section of the page, you will need to click the Add button before you can click Buy Now.

5. Follow the on-screen instructions to complete your order for Access Guarantee Retrieval. There is a fee for ordering Access Guarantee Retrieval, so you’ll need to provide payment information.

When you finish ordering Access Guarantee Retrieval, your access to all download links and product keys issued with the order will be restored for 60 days.

The Secure Download Manager (SDM) is a program for downloading files securely from your WebStore. When you download software from a WebStore that uses the SDM, you will be prompted to download and install the SDM to your computer.

The SDM provides a secure, effective and efficient way to download software, especially for files that are too large for some browsers to download.

Features

• Resumes unfinished or interrupted downloads from the place where they left off
• Simple installation wizard
• Multiple files can be downloaded at the same time
• Lets you decide when to download what
• Easily handles large files (bigger than 2 GB)
• Ensures your files are secure by using encrypted data
• Downloads quickly in just one click

For more details about the SDM, click the Help icon on the Download Instructions page or the Need Help? button in the SDM window.

To download software with the Secure Download Manager (SDM):

1. Sign in to your WebStore (if you are not signed in already).
2. Place your order for software. You are directed to your Order Details page when the order is complete.
3. Click the Download button. The Download Instructions page is displayed.
4. Click the Download SDM button. The SDM starts downloading.
5. When the SDM has finished downloading, double-click the downloaded file and follow the on-screen prompts to install it.
6. Click the Download .SDX button on the Download Instructions page. If the SDM does not launch automatically once the .SDX has been downloaded, find and double-click the .SDX file to launch it manually. The SDM window opens.
7. Click the Start Download button next to each item on your order that you wish to download.

For more details about the SDM, click the question-mark icon on the Download Instructions page or the Need Help? button in the SDM window.

A download is a completely successful downloaded item. You may attempt to download as many times as you want but it will only count as one download when you have successfully completed the download.

By default, you are provided with two downloads, at a minimum, to successfully install the product.

Note: The second download is available as a back-up in case you need to re-install the software.

If you require additional downloads, contact support by clicking the Contact Us link at the bottom of the Help page.

To download or re-download previously ordered software:

1. Sign in to your WebStore (if you are not signed in already).
2. Click the arrow beside your username (top-right corner), and then click Your Account/Orders.
3. On the Orders & Downloads tab, click the View Details button next to your order for the product that you wish to download.
4. Click the Download button.
5. Follow the on-screen instructions to launch your download.

If the progress bar of the download does not seem to be moving after about 15 or 20 minutes, it may be for one of the following reasons:

• There may be a problem with your network connection. Make sure that your computer is still connected to the Internet.
• Wireless connections have a minor latency that can cause corruption during transfers. Try connecting directly to your modem or router via a network cable and then restart the download.
• The account you are using may not be authorized to download software to your computer. Make sure that you are logged in with an account that has administrative privileges.
• Some networks used at schools or in offices have security programs in place. Try downloading from a different network.
• If you are downloading with the Secure Download Manager, and the progress bar appears to have frozen during download or unpacking:
  1. Delete your order package (the .SDX file in your Downloads folder with your order number as its name).
  2. Delete the incomplete software (the .SDC file in the folder to which you tried to download the software).
  3. Re-download your order package and re-attempt your software download.
• Active firewalls, antivirus and antispyware programs can interfere with the download. Try turning off any security programs that you have on your computer.

Note: Disabling antivirus/antispyware software while connected to the Internet or to a local network can create security risks, and may leave your computer vulnerable to attacks. Turn this software back on as soon as possible once you have completed the download.

You can request additional downloads by clicking the Contact Us link at the bottom of the Help page.

Ensure that you provide your full name and email address along with your order number.

As a general rule, you should install 32-bit software if your operating system (OS) is 32-bit, and 64-bit software if your OS is 64-bit.

Note: Most 32-bit software can be run on a machine with a 64-bit OS, but 64-bit software can only run on a machine with a 64-bit OS. If ever in doubt, it is strongly recommended that you install the 32-bit version of your software.

To find out if your computer has a 32-bit or 64-bit OS:

• For Windows 11 users: Your OS is 64-bit (Windows 11 is only available in 64-bit), though 32-bit Windows apps are still supported.


• For Windows 10 users:
  1. In the Cortana search field, type: ""system"".
  2. Tap or click System in the search results.
  3. Find your system type under the heading: ""System"". Your OS will be identified as ""32-bit Operating System"" or ""64-bit Operating System"".
  
  
• For Windows 8 users:
  1. Tap or click Search.
  2. In the search field, type: ""system"".
  3. Tap or click Settings.
  4. Tap or click System.
  5. Find your system type under the heading: ""System"". Your OS will be identified as ""32-bit Operating System"" or ""64-bit Operating System"".
• For Windows 7 users:
  1. In your computer's Start menu, right-click Computer and click Properties.
  2. Find your system type under the heading: ""System"". Your OS will be identified as ""32-bit Operating System"" or ""64-bit Operating System"".

Windows 8 and Windows 8.1 users sometimes have trouble finding the icon to launch a piece of newly installed software. This is usually because the software's icon gets moved from the Desktop to the Apps menu after installation.

To find newly installed software on the Apps menu in Windows 8 or 8.1:

1. Press the Start (or Windows) button on your keyboard. If you use Windows 8, you are directed to the Apps screen (go to step 3). If you use Windows 8.1, you are directed to the Start screen (go to step 2).
2. Windows 8.1 users: Click the downward-facing arrow in the bottom-left corner of the Start screen to reach the Apps screen.
3. Scroll or swipe right to find the icon for the program you just installed (newly installed programs are added to the end of your Apps list).

When you click the download button, you may see a The Publisher could not be verified. Are you sure you want to run this software? error message if you have anti-virus software installed on your machine. This is a common message to see when trying to run an executable (.exe) file while anti-virus software is running.

If you choose not to run the file immediately, you can save the file to your computer and run the file later.

Purchases made on a WebStore will appear next to the WebStore’s URL on your credit card statement.

If the WebStore’s URL is more than 20 characters long, the charge will appear as from “OnTheHub.com”.

Most ELMS WebStores support payment by Visa, Mastercard and PayPal. Other payment options may be available depending on your location and the type of currency you pay in.

If your account status is verified, your credit card will be charged after you have confirmed you want to buy the displayed software and you have pressed the Proceed with Order button at the end of the checkout process.

If your account status is not verified, your order will remain on hold for seven days until you verify your status with us. If you do not verify your account, the order is cancelled and the pending credit card charge is cancelled.

View Kivuto's Privacy Policy

Your shopping experience is secure. You never have to worry about credit card safety on this site. Every transaction you make here is 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping here.

The major credit card issuers created PCI (Payment Card Industry) compliance standards to protect personal information and ensure security when transactions are processed using a payment card. We adhere to the PCI compliance standards for data security so you don't have to worry about the security of your personal and financial information.

Our website uses SSL or "Secure Socket Layer", an industry standard security protocol. SSL sends information to your browser that is used to encrypt your order. Encryption changes all the information that you send into data that is extremely difficult to decipher. No personal information is stored. In fact, despite the impression the news media may have given, there has not been a single documented case of fraud involving the interception of a credit card number transmitted via a secure server over the Internet to date!

This protection is indicated by your browser's lock indicator -- usually a picture of a lock or a key that changes color or is no longer broken. As well, the URL in the address or location bar at the top of your browser should begin with https:// (the 's' indicates that the URL is secure).

If there is unauthorized use of your credit card, notify your credit card company in accordance with its reporting rules and procedures.

View Kivuto's Terms of Use.

Unfortunately, there are NO REFUNDS or EXCHANGES on ANY items ordered through Kivuto sites. All sales are final. Ensure when placing your order that you have chosen the correct product and read all the system requirements.

We are also unable to offer exchanges or refunds because product keys are shipped/issued with the software and, once issued, cannot be returned to our publishers.

Note: Kivuto Solutions Inc. is a distributor for some or all products offered on this site. As the consumer, you are responsible for ensuring that the items chosen and the shipping address provided for mail order products are correct. Kivuto Solutions is not responsible for products incorrectly ordered due to similarities in name and/or product explanations. As the end user, you are responsible for determining the version, product name, system requirements and other requirements for any and all product offers prior to completing your order.

If you are experiencing issues during the activation of your copy of Minitab software, you will need to perform the following steps:

1. Uninstall all versions of Minitab that are currently installed on your computer.
2. Sign in to your WebStore (if you are not signed in already).
3. Click the Your Account/Orders link near the top-right of the page.
4. Click the View Details link next to your order for your Minitab product to reach your Order Details page.
5. Download and install your Minitab software from the link on your Order Details page. The product key you are prompted to enter during the installation can also be found on your Order Details page.

If you experiencing issues, please contact Minitab Technical Support.

If you currently reside in either India or Sri Lanka and want to purchase Minitab products, the following options are available:

• To download the free 30 day trial version, click here.
• To purchase using your local currency contact our representative in India, click here.
• To purchase with a credit card, click here.

To use the trial version of Minitab with virtualization software such as Parallels or VMware Fusion, you will need to obtain a 30-day Product Key from Minitab Technical Support.

Minitab Technical Support can be contacted at http://www.minitab.com/support.