General Questions
Q. What computer hardware and operating system will I need to run PetLinx?
A. PetLinx will run on almost any PC and with any Windows operating system from Windows 98 onwards. However, for best performance it is recommended your computer is at least a Pentium 90Mhz with 64Mb RAM - if you're unsure what the specifications of your computer are, try the demo and see how it performs for you. PetLinx can also work on Apple Macs running Windows emulation, but please note we don't officially support this (meaning if you encounter problems running PetLinx on a Mac we may not be able to help you). If you are interested in running PetLinx on a Mac some options to use are Parellels Desktop or Boot Camp.
Q. What sort of technical support do you provide for PetLinx?
A. We offer FREE support for PetLinx for two years from the time you buy PetLinx or pay to upgrade from an earlier version; other companies may force you into paying a seperate fee for support as soon as you purchase their product! If you come across an error whilst using PetLinx, first ensure you have the latest PetLinx update installed. If the problem still persists after installing the latest update, or you have a problem installing PetLinx, then you should contact us. You can do this by either using the Help ~ Technical Support menu option in the PetLinx program, or by sending an email describing the problem to our technical support team. We will send back a response as soon as possible.
Email is our preferred method of communication, but you can also phone us of course, or if you have Skype you can call us for free from anywhere in the world - see our contact page for more information on how to get hold of us. Please note our free technical support does not extend to us phoning you if you require assistance, but you are welcome to phone us at any time during our business hours.
If you require support and it has been more than two years since you purchased PetLinx and you have not upgraded to a later version, then you will need to purchase a one year support subscription before we will be able to provide support. This can be bought using our eStore. Please note that as from 1 September 2007 we no longer provide support for PetLinx 1; customers still using PetLinx 1 should purchase the upgrade to PetLinx 3.
Q. I am not very computer literate! Will I find PetLinx easy enough to use?
A. Feedback from our customers indicates that they find PetLinx to be the most user friendly software package on the market. You should have no trouble navigating your way around PetLinx. If however you do run into problems there is a comprehensive help system and you can always email or phone us for help.
Q. I am having trouble downloading the PetLinx demo. Could you please send me a copy on CD?
A. If you use a dial-up internet connection and are getting disconnected when you attempt to download the demo, please try using a download tool such as Free Download Manager which allows you to resume downloads if you get disconnected. If you still have trouble downloading, send us an email noting your address and we will post you a copy on CD. Depending on where you reside this may take anywhere between 1-7 days to reach you.
Using PetLinx
Q. I have downloaded the 30 day demo of the multi user edition and it is asking me for a username and password. What should I use?
A. You should login with the username admin. The password is petlinx, and is case sensitive.
Q. Are there tutorials available that will show me how to use PetLinx?
A. Yes, we have seperate tutorials for grooming and boarding in Acrobat PDF format, which are copied to your computer when you install PetLinx. To access the tutorials, go to the Windows Start / Programs / PetLinx / Tutorial menu option, or look under the Help menu in the PetLinx program.
Q. Can PetLinx data be exported to Quickbooks or any similar accounting system?
A. Yes, PetLinx can export your customers, vendors, products, services, and invoices to Quickbooks. If you would like an export created for an accounting system other than Quickbooks, please contact us.
Q. Can I have my business logo added to the invoice produced by PetLinx?
Yes you can. Just email us your logo in .jpg or .bmp format and we will add it to the invoice and send the new invoice file back to you - for no charge. Please note that we do charge for any other changes to the invoice such as changing fonts or moving fields around - contact us for more information.
Q. If there is a feature I would like added to PetLinx what should I do?
A. PetLinx is a constantly evolving product, and we are always interested in hearing from our customers about suggested additions. All you need to do is contact us and we will consider your suggestion and this may be added to a future version. If the change you require is urgent you can pay us to have it developed, which will guarantee it will be included in the next PetLinx update. Again, contact us for more information and an idea of the cost.
Q. When will you be adding Daycare/Training/Pet Sitting modules to PetLinx?
A. We plan to add all of these modules to PetLinx in future versions - please contact us if you would be interested in using PetLinx with any of these modules.
Q. How do I backup my PetLinx database?
A. If you are using a version of PetLinx previous to 2.20, then you should first download and update your copy of PetLinx to the latest version. Starting with version 2.20, PetLinx includes a Backup utility that enables you to quickly and easily backup your database to floppy disk or other type of storage device.
Q. If I uninstall PetLinx then reinstall it, will I lose all my client data in my database?
A. No, definitely not. When you uninstall PetLinx using Windows "Control Panel", "Add / Remove Programs", your database (stored in a file called petlinx.mdb) will stay on your hard drive (or network, if using the Multi User edition). Then when you reinstall PetLinx and run it for the first time after reinstalling, PetLinx will "see" your database is already there and use it again. If using the Multi User edition, you just need to ensure you select the same database location as you were using before, when prompted by PetLinx.
It is good practice to always make a backup of your database before you uninstall PetLinx, or apply an update. Also ensure you have noted down your serial number as you will need to enter this again after reinstalling. If you have misplaced the original email from us containing your serial number, then before you uninstall go into the Help ~ About PetLinx menu option and write down the serial number displayed. There is a charge if we need to re-issue you with your serial number.
Q. I have just bought a new computer, how do I transfer PetLinx to it?
A. Please follow these steps:
- On your old computer, take a backup of your PetLinx database using the PetLinx Backup and Restore program. Backup the database onto a USB drive or other removable disk.
- Make a note of your PetLinx serial number; if you can't find the original email we sent you containing the serial number, go into the Help - About PetLinx menu option to find this.
- Uninstall PetLinx on your old computer using the Windows Control Panel, Add/Remove Programs option.
- On your new computer, download and install PetLinx.
- Open PetLinx on the new computer for the first time, this establishes the location of the database. Register PetLinx with your serial number when you are presented with the 30 day trial screen. Exit PetLinx when it has finished opening.
- On your new computer, plug in your removable disk containing your backed up database and use the PetLinx Backup and Restore program to restore your database.
- When you open PetLinx again you will be connected to your database and are ready to go.
PetLinx and Windows Vista/Windows 7
Q. I have been using PetLinx 2 on a Windows Vista or Windows 7 computer, are there any special steps to take before upgrading to PetLinx 3?
A. Firstly, please note that PetLinx 2 is not fully compatable with Windows Vista or 7. If you intend to upgrade your computer to one of these versions of Windows we recommend you first upgrade to PetLinx 3.
On a Vista/7 computer, PetLinx 3 stores certain information in a different way than PetLinx 2 did so there are a few steps you need to take first:
- Uninstall PetLinx 1 or 2 using the Windows Start / Control Panel / Programs / Uninstall a program option.
- Download the following file to your desktop: Vista Prepare for Upgrade to PetLinx 3.reg
- Once downloaded, double-click it to run the file. A message may appear stating "Windows needs your permission to continue", click "Continue".
- A message will appear stating "Adding information can unintentionally change or delete values (etc)...Are you sure you want to continue?", click "Yes".
- A final message will appear stating "The keys and values contained in {filename} have been successfully added to the registry", click OK.
- PetLinx 3 will now be able to be installed and run successfully.
Q. Whats the recommended way to install PetLinx on a Windows Vista or Windows 7 computer?
A. You will need to install PetLinx using a user account with administrator privileges. Also when going to installing PetLinx you should right click on the setup file (PetLinxSetupXP.exe), and choose "Run as Administrator" from the popup menu to ensure PetLinx is installed with the correct permissions.
Q. I have turned User Account Control (UAC) off or on and now PetLinx cannot find the database, how do I fix this?
A. User Account Control is turned off or on in the User Accounts section of the Windows Control Panel. When turned on, Windows Vista/7 will operate in a more secure mode and prompt you whenever a system change is made, and amongst other things will also store your PetLinx database in a different location. If you turn UAC off or on, you will need to move the PetLinx database to the new location that Windows Vista/7 uses. This is easiest done by taking a backup of the PetLinx database using the PetLinx Backup and Restore program before you turn UAC off or on, then turn UAC off or on as required, then restore your backup using the PetLinx Backup and Restore program again.
Ordering PetLinx
Q. How do I choose between ordering the single user or multi user editions?
A. If you will be the only person using PetLinx then you just need to order the single user edition, which is licenced for use by one person on one computer. Some of our mobile grooming customers have PetLinx installed on a laptop for use while on the road, and on a desktop back in the office, and they backup and restore the database from laptop to desktop after their work day has finished to continue working in the office. We do permit this kind of setup as long as PetLinx is only used by the one person.
If more than one person will be using PetLinx over a computer network and you wish to all share the same database, then you need to order the multi user edition, which is licenced for use by two people on two computers. If you have more than two people who will need to use PetLinx then you will need to order as many additional licences for the multi user edition (for $149 each licence) as you need. For example if four people will be using PetLinx, then order the multi user edition plus two additional licences. The multi user edition stores the database on one of the computers on your network; the location on the computer you choose for storing the database needs to be accessible by all computers which have PetLinx installed, normally by way of mapping a drive on the computers with PetLinx to the database location. Please consult with a computer network specialist regarding setting up a computer network or setting up a shared database location on your network.
Q. If I order PetLinx how long will I have to wait before I can start using it?
A. You can start using PetLinx straight away if you already have the demo installed. Upon confirmation of your order we will supply you with a serial number that will enable you to use the full version of PetLinx immediately.
Q. If I order PetLinx and then decide I am not happy with it, am I entitled to a refund?
A. We do not offer refunds on PetLinx after an order has been processed. This is why we offer a 30 day free demo to all prospective customers, so you can "try before you buy". After processing an order you are issued with a serial number which enables you to use the full version of PetLinx - if we were to offer refunds we would have no guarantee that the customer would not continue to use the full version of PetLinx on their PC.
Q. Will I receive a copy of PetLinx on CD and a user manual with my order?
A. When you order you have a choice as to whether you receive a copy on CD or not, we charge $US 19 to send you a copy on CD. Most customers will not require a copy on CD, as the software can be downloaded from our website at any time. If you do order a CD, the CD will be posted to you the same day you order PetLinx, and depending on where you reside this will take between 1-7 days to reach you. We do not include a hard copy of a user manual with your order as we provide a comprehensive help system and tutorials in the PetLinx software.
Q. What payment methods are there available to purchase PetLinx?
A. Payment for PetLinx orders can be made by credit card (Visa, Mastercard, or American Express), with PayPal, or by bank transfer (New Zealand customers only). Please note if paying by PayPal or bank transfer that your order will only be processed once the funds have been cleared in our account. If paying by credit card you also have the option of spreading your payments over a 3 or 6 month period, however some services (e.g. database conversion charges, customization charges) cannot be purchased on a 3 or 6 month payment plan. You have the choice of purchasing in one of four currencies, US dollars, British pounds, Australian dollars or New Zealand dollars.
Q. How do the 3 and 6 month payment plans work?
A. When you purchase PetLinx using the 3 or 6 month payment plan, we debit your credit card for the monthly instalment amount around the 15th of each month. The PetLinx serial number we provide you with when you purchase on a payment plan is valid for the duration of the payment plan. If we are able to process all your instalments successfully then we will send you a new "fully paid up" serial number, which you enter into PetLinx using the Help - About PetLinx menu option. Non-payment of any of your instalments will result in your licence being invalidated.
|
