• During the installation, I get a 1935 error.

    This error has to do with the Microsoft .NET Framework. Microsoft has many tech notes on this issue. Try the following first:

    http://support.microsoft.com/default.aspx?scid=kb;en-us;308096

    If that does not help, try:

    http://blogs.msdn.com/astebner/archive/2004/11/10/255346.aspx

    If this does not help, try deleting the contents of your %TEMP% folder. In other words, open up C:\Documents and Settings\your_username\Local Settings\Temp\ and delete the contents. Now retest our installer.

    If this does not help, the next step is to try installing a newer version of MSXML, restarting the computer, and then retrying our installer:

    http://www.microsoft.com/downloads/details.aspx?FamilyID=3144b72b-b4f2-46da-b4b6-c5d7485f2b42&DisplayLang=en

  • How do I activate BioDraw (PathWorks)?

    When you first launch the program, you will see a licensing and registration dialog box.

    Copy and paste the "Host Name" and the "Machine ID" from this registration dialog box into an email addressed to Hearne We will reply with your license key that you will paste into the license key field and then click on the Start PathWorks button.

  • How do I activate my software?


     
    Once you fill in your name and a valid serial number, the “Activate Later”, “Activate over the Internet” and “Activate by Phone/Fax/Email” buttons will go from grayed out to active.  If for some reason, you choose not to Activate now, you can choose the Activate Later button and the installation will continue.  However, each time you launch one of the programs installed, you will see this prompt, which means entering your name and serial number each time.
     
    If you are connected to the Internet, and have no firewalls running, you can choose the “Activate over Internet” button.  If you have any problems with Activate over Internet, use the Activate by Phone/Fax/Email instead.
     
    Clicking on Activate by Phone/Fax/Email will cause a web page to appear that looks like:
     

     
    Please note that if you have Windows XP SP2 installed, the buttons on this page will not work until you click on the new Internet Explorer Information bar and choose “Allow Blocked Content”:

     
    Activate Online is really the same as the “Activate over Internet” button on the previous screen.  You can try it again, but most likely you will need to use either the “Activate by Email” or “Activate by Phone/Fax” button.  If you are connected to the Internet, but are having problems using the “Online” option, use the “Activate by Email” button. Clicking the “Email” button will open up a web page that directs you to email the contents of the page to Hearne after filling in any blank fields:
     

     
    Please be sure to include all of the information in the page above from “Serial Number” down to “Email Address” in the email you send to the “activate” address.  Your information will be processed, and a return email will be sent to you that includes your Activation Code.
     
    The form is very similar for the “Phone/Fax” option:
     

     
    Fill in the information requested on this form.  Print out the form, and then either call the number listed on this page or fax it to the fax listed.  Once the information is processed, and email will be sent to the address you provided with your Activation Code.  Once you receive your Activation Code, you will go back to the first screen and type your Activation code in the space provided and then click on the “Activate” button just underneath the field where you typed the Activation code.  Once activated, the installation will continue.

  • How many activations do I get?

    You can activate the software 3 times for each license. After that, you will need to contact Hearne and provide a good reason for requesting more activations. Once we receive your request, we will examine your activation history, and your reason for more activations and decide if you are eligible for an increase in activations. As long as you are adhering to the license agreement, increasing your activations should not be an issue.

  • I am being prompted for codes, but the registration code I have does not fit in the space provided or I get a message stating that the codes are not correct.

    First, you should only be prompted for codes during the installation of the software, not when launching. If you are being prompted for codes when launching, then there was a problem with the installation. Try uninstalling and reinstalling our software. Make sure you install and launch with sufficient access privileges.

    If the reg code does not fit or you get an error that they do not match during the installation, then most likely you are using codes not appopriate for the installer. Check to make sure that the cd-rom label matches the the description and version for the codes you have. The sticker the codes came on should indicate the product and version.

  • I lost my serial number and/or registration code for a product that came on cd-rom/DVD

    Contact Hearne, but please know that there is no guarantee that we will be able to locate your order. Please provide the application, version, and operating system, as well as any names, organizations, PO's and serial numbers you may have so that we can try to search for the order in question.

    For 9.0 or higher products, please note that the serial number is normally found in one of a few places:

    On a sticker on the box that the software came in. 
    On the packing slip that came with the box. 
    In the email that was sent when you purchased the product (assuming you provided us with your email address).

    For 8.0 or lower products, please note that the serial number is normally found in one of a few places:

    On a sticker on the side of the box that the software came in. On the ReadMe First card (or product registration card) that came with the software.

    If the software is still installed somewhere, the splash screen that appears when you launch the product usually indicates the serial number or on Windows go to the Help menu and choose the About option - the splash screen that appears will provide the serial number - on the Mac choose the About option from the Apple menu while the product is active.

    Providing us with the serial number will increase the chances of determining the corresponding registration code. If you cannot find the serial number, please be sure to provide us with as many details as possible about the product and order.

    Please note that if you are looking for the serial number AND registration code for software that you received with a chemistry text book that you purchased through a school store, and you did not register your purchase with us, it will not be possible to locate your specific codes. If you don't even have the serial number in this scenario, your best bet is to see if your bookstore will allow you to exchange the book and software for another copy.

  • I need to be able to create customized labels for R-Groups for analysis in Excel.

    There is a way for you to add more structures that can be recognized by the Excel Add-in during an R-Group Analysis. Basically, you need to create the corresponding structures in the Nicknames folder.

    In Windows XP, this folder is located by default under:

    C:\Documents and Settings\All Users\Application Data\CambridgeSoft\ChemOffice2010\ChemDraw\ChemDraw Items\Nicknames

     

    If you have Windows Vista or 7, the ChemDraw nicknames structures folder is under:

    C:\ProgramData\CambridgeSoft\ChemOffice2010\ChemDraw\ChemDraw Items\Nicknames

    You can use existing .cdxml files on that folder as a starting point (i.e.: Phenyl.cdxml) to add more structures that can be recognized by the Excel Add-in during an R-Group Analysis.

  • What is Activation and why do I need to do it?

    Activation is new in our 9.0 products. Similar to the way that Microsoft has implemented Activation in Windows and their Office products, we have implemented Activation in our software to help prevent the illegal use of our software. The benefit to the user is that we will be able to provide you with a higher level of customer support.

  • When I launch or quit Word XP, I get errors about an expired macro, written by CambridgeSoft.

    The ChemFinder for Word Add-In (cfword.dot) is causing the problem because the signing credentials issued to us by VeriSign have just expired. You can downloaded a newly signed cfword.dot file from our ftp site at:

    ftp://ftp.cambridgesoft.com/support/outgoing/win/cfword.exe

    Make sure Word is not running, then download this file. After it downloads, double click on it. It should attempt to unzip the new cfword.dot file to the correct location, which is normally C:\Program Files\Microsoft Office\Office10\Startup Make sure this is the correct path for your MS Office Startup folder, and if it is not, adjust the path in the space provided before unzipping.

  • When I launch the software, I get an error that the license has expired.

    You may have installed our trial software at some point, which is set to expire after 2 weeks. Go to the Add/Remove Programs Control Panel. Look for any CambridgeSoft software and uninstall it. After all CambridgeSoft software has been removed, try reinstalling and launching the software you are trying to use.