Frequently Asked Questions (FAQ)

1. I ordered software in your web shop, how can I download it?



2. How can I cancel my order?



3. I ordered a product in your previous web shop, how can I find it back in your new web shop?



4. I filled in the online form for the activation code, but I haven’t received it yet.



5. I can’t access the activation code website because I don’t have an internet connection.



6. I can’t access the activation code website, but I do have an active internet connection.



7. I get the message that the activation code is not accepted by the activation server.



8. I get the message: “IDS_SA_STATUS_AUTHORIZATION_FAILED The activation server failed to authorize your request.”



9. I get the message: “The activation server is currently unavailable or this internet connection was blocked”.



10. I get the message: “The activation code has reached the maximum amount of reservations.”



11. After I’ve entered the activation code my computer gets stuck.



12. I get the message that the response code and challenge code don’t correspond.



13. I get the message: "The secure loader used to protect this software has encountered a fatal error. Please contact your software vendor."



14. When I try to activate my Van Dale product I get error 4041.



15. When I try to activate my Van Dale product I get error 4044.



16. When I try to activate my Van Dale product I get error 4058.



17. I get the message that I can install a demo-version of Interkey. What is Interkey?



18. I keep getting the message that I don’t have a Interkey license, what can I do about that?



19. My Van Dale product is on the taskbar but I can’t maximize it.



20. The CD-Rom that came with my Van Dale product is damaged, can you send me a new one?



21. Some of the languages in my pocket dictionary screen are inactive.



22. I get Van Dale software with my study book, am I allowed to install this?



23. I get the message that the license of my Van Dale software has expired.



24. I have ordered an EndNote upgrade edition in your web store. The setup asks for a serial number and a product key. What should I enter into the two fields asking for a serial number and a product key?

Frequently Asked Questions (FAQ)

1. I ordered software in your web shop, how can I download it?
   As soon as your order has been processed, you’ll receive an e-mail with Order Details (please check the folder with Junk E-mail if you have not received it). In this e-mail you will find the download link for the software. Possibly this link is being blocked by your e-mail program, in that case follow these steps to download the software:
   1. Go to shop.esdnow.com.
   2. Log in on the right side.
   3. When you have logged in, click on My Account (top of the page, in the middle).
   4. Now you get to see the details of your account (User Data, Addresses etcetera). Click 'Access your orders' under Orders.
   5. Click the order number of your order
   6. Click Download here to download the software
   



2. I ordered a product in your previous web shop, how can I find it back in your new web shop?
   Follow these steps to retrieve your old orders:
   1. Go to shop.esdnow.com
   2. Log in at the right side of the web page.
   3. When you have logged in, click on 'My Account' (top of the page, in the middle).
   4. Now you get to see the details of your account (User Data, Addresses etcetera). Near the bottom of the page you see a link to your orders in the old web shop.
   5. Click 'View summary of orders purchased on previous shop.'
   6. Click the order number of your old order to go to the download link and (if applicable) the activation code and/or serial number.
   




3. How can I cancel my order?
   If your order has not been completed yet, we can cancel the order for you. When your order has been completed the following rules apply:
   
   
   • Physical products can be returned within 14 days, as long as the seal has not been broken.
   • Downloads can not be returned, so it is not possible to cancel the order.
   
   
   
   
4. I filled in the online form for the activation code, but I haven’t received it yet.
   Maybe the e-mail has been intercepted by a spam filter. Please try it one more time and check if the e-mail hasn’t ended up in the spam folder. The e-mail with the activation code is sent directly to your e-mail account. Contact us when a second attempt has also failed.
   




5. I can’t access the activation code website because I don’t have an internet connection.
   When you don’t have an internet connection, but you can receive e-mail elsewhere (at work for example), you can contact us, we’ll send the activation code to your e-mail address.
   
   In case you don’t have any access to the internet and you don’t have an e-mail address we can collect your activation code and send it to you by mail.
   




6. I can’t access the activation code website, but I do have an active internet connection.
   In some cases a firewall or anti virus software can block the activation code website. In that case you can contact us, we’ll make sure you get an activation code.
   




7. I get the message that the activation code is not accepted by the activation server.
   This error occurs when the activation code is used with the wrong product.
   
   Please observe the following guidelines.
   
   
   
   
   • Were you allowed to download the software after you bought a Van Dale ‘print’ product? In that case make sure you selected the correct product on the download page; the name of the download should be exactly the same as the name of the printed product. In the blue frame, at the top of the activation screen, you can see which product you are trying to activate.
   
   
   • Did you buy several Van Dale products? Install and activate the products one by one and make sure you use the right codes for the right products. In the blue frame, at the top of the activation screen, you can see which product you are trying to activate.
   
   



8. I get the message: “IDS_SA_STATUS_AUTHORIZATION_FAILED The activation server failed to authorize your request.”
   This message is generated when the activation code is used with the wrong product.
   
   Please observe the following guidelines.
   
   
   
   
   • Were you allowed to download the software after you bought a Van Dale ‘print’ product? In that case make sure you selected the correct product on the download page; the name of the download should be exactly the same as the name of the printed product. In the blue frame, at the top of the activation screen, you can see which product you are trying to activate.
   
   
   • Did you buy several Van Dale products? Install and activate the products one by one and make sure you use the right codes for the right products. In the blue frame, at the top of the activation screen, you can see which product you are trying to activate.
   
   



9. I get the message: “The activation server is currently unavailable or this internet connection was blocked”.
   The activation is probably blocked by a firewall, antivirus software or spyware. In that case it would be better to choose the Phone Activation (sometimes also called Web Activation).
   




10. I get the message: “The activation code has reached the maximum amount of reservations.”
    This message indicates that you’ve reached your maximum amount of activations. In most cases the Van Dale products have a maximum of three activations.
    




11. After I’ve entered the activation code my computer gets stuck.
    The activation is probably blocked by a firewall, antivirus software or spyware. In that case it would be better to choose the Phone Activation (sometimes also called Web Activation).
    




12. I get the message that the response code and challenge code don’t correspond.
    The response code is generated with the activation code and the challenge code. When a mistake has been made whilst entering one of these codes, the wrong response code will be generated and your product can not be activated.
    
    Please observe the following guidelines.
    
    
    
    
    • Were you allowed to download the software after you bought a Van Dale ‘print’ product? In that case make sure you selected the correct product on the download page; the name of the download should be exactly the same as the name of the printed product. In the blue frame, at the top of the activation screen, you can see which product you are trying to activate.
    
    
    • Did you buy several Van Dale products? Install and activate the products one by one and make sure you use the right codes for the right products. In the blue frame, at the top of the activation screen, you can see which product you are trying to activate.
    
    



13. I get the message: "The secure loader used to protect this software has encountered a fatal error. Please contact your software vendor."
    Possibly the installation hasn’t gone quite the way it should. Search for the file "prv_setup.exe", this is either on the CD-Rom or in the installation folder on your PC. Double click this file; nothing will happen. Try to restart the program. When all goes well you get a screen where you can fill in the activation code.
    




14. When I try to activate my Van Dale product I get error 4041.
    Error 4041 indicates that you’ve made a typo whilst entering the activation code. It’s very important that you copy the exact code.
    




15. When I try to activate my Van Dale product I get error 4044.
    Error 4044 indicates that you’ve reached your maximum amount of activations. In most cases the Van Dale products have a maximum of three activations.
    




16. When I try to activate my Van Dale product I get error 4058.
    This message is generated when the activation code is used with the wrong product.
    
    Please observe the following guidelines.
    
    
    
    
    • Were you allowed to download the software after you bought a Van Dale ‘print’ product? In that case make sure you selected the correct product on the download page; the name of the download should be exactly the same as the name of the printed product. In the blue frame, at the top of the activation screen, you can see which product you are trying to activate.
    
    
    • Did you buy several Van Dale products? Install and activate the products one by one and make sure you use the right codes for the right products. In the blue frame, at the top of the activation screen, you can see which product you are trying to activate.
    
    



17. I get the message that I can install a demo-version of Interkey. What is Interkey?
    With the installation of various Van Dale products for the Pocket PC there’s an option to install a demo of Interkey. Interkey is an application for language support, that makes it possible to insert special signs (like Greek letters). During and after the trial period you’ll get a message there’s no license for Interkey. If you no longer want to receive this message you can uninstall the Interkey software from your PC, or you can buy Interkey Professional in our ESDNOW.com shop.
    




18. I keep getting the message that I don’t have a Interkey license, what can I do about that?
    With the installation of various Van Dale products for the Pocket PC there’s an option to install a demo of Interkey. Interkey is an application for language support, that makes it possible to insert special signs (like Greek letters). During and after the trial period you’ll get a message there’s no license for Interkey. If you no longer want to receive this message you can uninstall the Interkey software from your PC, or you can buy Interkey Professional in our ESDNOW.com shop.
    




19. My Van Dale product is on the taskbar but I can’t maximize it.
    With your mouse right-click on the Van Dale product desktop icon. Choose Properties-tab Shortcut-Run-choose Maximized, or Normal Window and click on OK.
    




20. The CD-Rom that came with my Van Dale product is damaged, can you send me a new one?
    Unfortunately we can’t do anything about that; it’s best when you go back to the shop where you bought the product. You can also contact the Van Dale Helpdesk: helpdesk@vandale.nl.
    




21. Some of the languages in my pocket dictionary screen are inactive.
    Only the buttons of the pocket dictionaries that you have bought and activated are active.
    




22. I get Van Dale software with my study book, am I allowed to install this?
    Some study books come with free Van Dale Pocket dictionaries. It’s okay to install this software.
    




23. I get the message that the license of my Van Dale software has expired.
    With some study books you get free Van Dale software; you can use this software for a year. After a year you’ll get the message that the license has expired. Renewal of the license is not possible, but of course you could buy one of the Van Dale digital dictionaries.
    



24. I have ordered an EndNote upgrade edition in your web store. The setup asks for a serial number and a product key. What should I enter into the two fields asking for a serial number and a product key?
    A serial number looks like 5234567890 or 2234567890, starts with a 5 or 2 and is entirely numeric. A product key looks like 9NGHJ-Z7TRQ-UTR12-F9TQP-KL7MN and is 25-character alpha-numeric.
    New full product installation require a product key. However, for the setup of Upgrade editions a serial number of an older (previous) edition and a (new) product key will be necessary. The serial number of an older (previous) edition can be seen in the 'splash screen' when starting the old product. Alternatively, once can start EndNote and choose 'About EndNote' from the 'Help" menu. The 25-character alpha-numeric product key will be communicated in an email message after an order is processed. Since a few months we have started to mention both items in the 'Order details' email message.