24 x 7 Support

Amazon Kindle

• Do you provide support for the Kindle Fire?

Android

• Are your products compatible with the Android?
• Cannot Install Skyscape Application/Reader - Install Blocked
• Cannot Open Skyscape on my Android Device
• How Do I Delete My Skyscape Resources from my Android Device?
• How Do I Install Skyscape Resources on my Android device?
• Where can I download the Skyscape Application/Reader From?

BlackBerry

• Are your products compatible with Blackberry devices?
• Blackberry Bold - programs not installing to memory card
• Blackberry Open Tunnel Failure During Installation
• Blackberry Verizon OTA Download Size Limitations
• Download Failed: File Not Found When Installing My Resources
• How Can I Assure Programs are Installed to the Memory Card?
• How can we allow users to downloaded Skyscape resources through our Blackberry Enterprise server?
• How do I delete the Skyscape Reader from my BlackBerry device.
• How do I install programs to the Memory Card on my BlackBerry?
• How do I uninstall products from my BlackBerry?
• How To Turn Off Compatibility Mode on the Blackberry Storm?
• I am receiving "NullPointerException" Errors while using a Skyscape program on my BlackBerry device.
• I was able to install the BlackBerry reader but when I tried to install the programs, I received an error that the connection was not allowed.
• Opening Skyscape Reader Causes Blackberry to Freeze or Permission error
• When I try to install a program to my BlackBerry, I get an error message that says that there is not enough memory available even though a memory card is present with plenty of space available.
• When Updating My Skyscape Blackberry Reader Receive a COD Download Error

CME STAT

• Can I smartlink with my CME STAT activities?
• Can I un-select a specialty for CME STAT?
• Can I Use CME STAT on Both my PDA and Desktop?
• Do I have to complete the CME activity in one sitting?
• How do I change my CME STAT specialty selections?
• How do I delete individual CME activities?
• How do I get my CME certificate?
• How do I unsubscribe from CME STAT?
• How many CME credits can I earn for each activity?
• If I delete a CME activity, can I get it back?
• What is the cost of CME STAT?
• What Platform is CME STAT Available On?
• What specialty areas are available for CME STAT?
• Who is Eligible for CME STAT?
• Why do I have CME activities in specialties that I did not sign up for?

Compatibility

• Are your products compatible with Pocket PC Phone Edition device running Microsoft Windows Mobile 2003?
• Are your programs compatible with Windows Mobile 6.0?
• Can I Install My Skyscape Resources To My Palm Using the MAC OS?
• Does Skyscape applications work with 3rd party readers?
• What Platforms are Skyscape resources compatible with?

Constellations & Guidelines

• I received an error when accessing Skyscape References in the ACC Pocket Guidelines, do I have the whole ACC Pocket Guidelines installed?
• Is the Clinical Trials Database free with the ACC Pocket Guidelines?
• What Are Add On Resources?

Content

• How Do I Cite a Skyscape Resource in a Bibliography?

Desktop Product

• Are the Skyscape Desktop products compatible with a MAC?
• Are there any requirements to run Skyscape desktop products?
• During installation I get an error that the setup cannot create the uninstall entry
• How To Delete My Programs From My Desktop Computer?
• What is a Device ID and where do I find it on a Desktop Computer?
• What Windows operating system are the Skyscape desktop products compatible with?

Device Related - Palm

• Are your products compatible with Palm’s new Treo 700W smartphone?
• Do your products work on Palm OS handheld devices ?
• Palm Device Resets when opening a Constellation Product

Device Related - Pocket PC / WinCE

• Are your products supported on all Pocket PC and Windows CE-based devices?

Device Related - Smartphone

• Are your products compatible with Windows Smartphones?

General Product Questions

• Can I Transfer My Resources To A New/Different Platform?
• I can see the Skyscape database files in iSilo, but when I tap on them I see gibberish.
• I have a question not answered in these FAQ's. How can I contact Skyscape?

Installation

• How do I resolve error: invalid Win32 application when installing a product?
• How do I resolve error: "Archive Integrity check failed" when installing a product?
• I updated to the latest version of 5-Minute Clinical Consult but my existing copy of Clinical Constellation will not allow me to access it. I can only access it outside of the Clinical Constellation.
• What do I do if I buy a new handheld device?
• Why is the Trial Version asking for Serial Number?
• How do I install Skyscape products (like MedStream or RxPlan ) and run smartupdate if I have a Firewall?

Installation on Palm

• Can I install more than one Skyscape product to expansion memory of my Palm?
• How do I add/view notes in Skyscape product on Palm device?
• How Do I Delete My Program(s) From My Palm Device?
• How do I install files to my Palm device using the Palm Install Tool?
• How to transfer personal notes/ database to a new Palm device ?
• Palm desktop is installed, but I receive error that Palm Desktop Not Found, how do I resolve this?
• What do I do if I get Error: "This application requires shared libraries" when opening a product on my Palm OS device?
• What do I do if the Hotsync hangs or runs for a long time? Is there a way to adjust the settings?
• Why is my Skyscape product using more memory on my Tungsten E2, Tungsten T5, LifeDrive, Palm Tx or Treo650 than what is listed in the memory requirements on the product description page?
• How to resolve the Error: "This application requires shared libraries" or a "fatal error/alert" when opening a product on my Palm OS device? (windows desktop).
• Has installed "with images". Now, needs space, wants to install "without images" version
• How does the Tungsten E2/TX memory system work (NVFS), and how does it affect me when I upgrade from a previous device?
• What do I do if I receive an error "The panel configuration file has not been installed" when running PIER product on my Palm PDA?

Installation on Pocket PC / WinCE

• Attempting to install on Pocket PC running Windows Mobile 5.0 and above and receiving error: installation was unsuccessful. the program or settings cannot be installed because it does not have sufficient system permissions.
• How Do I Delete the Program(s) from my Pocket PC?
• How To Install CAB Files Manually to WM 5.0 Device (ARM Processor / Smartphone build only)
• How to install the product to the Memory Card of WinCE /Pocket PC Device
• How to resolve errors on Pocket PC/SmartPhone
• How to resolve error "Cannot copy the destination file. Make sure the disc on the mobile device is not full or write protected, and that all setup programs on the device are completed."?
• Installing Manually from Windows Vista to a Pocket PC
• Product installation tool has encountered an error and needs to close or: Admin tool has encountered an error and will now close, how do I resolve this? (Pocket PC)
• What do I do if I get Error: "The update that you installed was for an older version of Windows Mobile" when installing a product update on a Pocket PC running Windows Mobile 2003 Second Edition ?
• Windows Mobile 5.0 install receiving error: "smARTsync has encountered a problem and needs to close. We are sorry for the inconvenience."

iPhone

• Are your products compatible with iPhone, iPad and iPod devices?
• How Can I Purchase Additional Products?
• How Do I Access My Skyscape programs on my iPhone/iPod Touch?
• How Do I Delete/Remove Programs from my iPhone/iPod Touch?
• How Do I Get Updates For My Programs?
• How Do I Install My Programs If Purchased From The iTunes App Store?
• My Skyscape Resources are asking for an Unlock Code
• Version 1.11.7 of Skyscape Medical Resources keeps crashing. What should I do?
• When Does My Rent/Subscription Start?
• When installing Skyscape Medical using iTunes Skyscape is not synching to my Device.
• Why do I see advertisements on the Skyscape Medical Resources app?

License - Use of product

• How Many Devices May I Use My Skyscape Resources On?

Macintosh

• Attempting to download product on MAC, receiving download decode failed error, how do I resolve this?
• How to delete programs from the Palm install folders on a Mac
• Installing product from CD on a MAC, the CD is not working, is the CD broken?
• What do I do if I receive error 16399 when installing or synchronizing a product from a MAC desktop to a Palm OS device?
• Where are the notes files backed up to on a MAC?
• How to Install Skyscape product from MAC running OSX to Palm OS device
• Error: "The file '...' does not appear to be compressed or encoded. It is advised that you obtain further information about the contents of this file from the send or provider of the file." When attempting to unstuff a Skyscape program file.
• How to resolve the Error: "This application requires shared libraries" or a "fatal error/alert" when opening a product on my Palm OS device? (MAC desktop).
• Tungsten T5: How do I install products to the INTERNAL or SD expansion memory on a MAC?

Manuals

• How to use the product / Manual? Where is the Manual?

Marketing

• How do I take advantage of a current promotion for a product I purchased in the past?
• How do I take advantage of a promotion that already ended?

MedAlert PDA

• How do I receive MedAlerts? / I stopped receiving MedAlerts.
• I requested to have additional information emailed, but I haven’t received it yet.
• If I hard reset my device how do I get the MedAlert back?
• MedAlert FAQ
• What is a MedAlert?

Medstream

• Can I install MedStream free Channels to my Memory card on a Palm OS device?
• How can I delete Free channels on a Palm OS device?
• I ran an update on ARTbeat and now it is no longer there. Instead I have an icon called MedStream.
• When opening MedStream, I receive the error message "Data file was not found. Please install Data file and try again."

MobilePDR

• I receive errors during the validation process for MobilePDR
• Q: What is the difference between the paid MobilePDR and the free?

Palm Issues

• Do Skyscape products support Palm 5-way Navigator button?
• Palm Zire71 does a Hard Reset when putting a SD card in the expansion memory slot, how do I resolve this?
• The Palm "Find" feature does not include Skyscape Programs. When the tool is used, the product name is listed but it has the word [skipped] after the name
• Whenever I open Palm Desktop software, it gives error and closes. How to solve it?
• Will the Skyscape software run faster on devices with Palm OS 5?

Pocket PC issues

• Error: Failed to create application menu bar
• Error: Following product(s) are not compatible with
• How do I change font of text on my Pocket PC?
• How do I delete a product(s) from the Pocket PC completely?
• Pocket PC: Images appear fuzzy or illegible or can't be read
• Replacing the ssartwork.dll and sszlib.dll did not fix the "invalid pocket pc application" error
• Support solution does not contain attachments referenced, what do I do?

Products on SD cards

• Are the SD cards supported on all Palm OS?
• Can I purchase multiple products on a SD card?
• Can I Use the SD Card On My Sony Clie?
• How do I install Skyscape Products purchased on SD Cards? I have Windows PC.
• If I buy an SD card now and I have Palm O/S device, what happens if my next device has the Pocket PC O/S and vice versa?
• If I purchase a product on an SD card can I return it?
• Skyscape Products purchased on SD Cards: Installation instructions for Macintosh for Palm OS Devices (Pocket PC not supported on MAC).
• What do I do if the SD card is not functional when I receive it?
• What products are available on SD cards?
• What Size SD Card Does My Device Require?
• My Pocket PC and SD card has plenty of memory, why can’t I install additional products?

Purchase

• Can I pay for Skyscape products via purchase order?
• Can I Purchase a Skyscape Product as a Gift?
• Do you offer any group or institutional discounts?
• Do you offer any promotions or discounts?
• Do you offer money back guarantee?
• Does Skyscape offer Gift Certificates?
• I placed an order on Skyscape.com but never received purchase confirmation or registration information
• If I purchase a hardware / software bundle can I return it?

Refer a Friend

• What is Skyscape's Refer A Friend Program?
• How many Skyscape Rewards points will I receive?
• Is there a limit to the number of points that I can earn?

Registration

• Device ID not accepted while registering.
• Do I Need An Additional Serial Number To Install My Resource(s) On My Additional Device(s)?
• How Can I Remove An Old Device From My Account?
• How do I register a Skyscape product?
• How to register - New Customer has a Trial Version of the product.
• How to register product purchased SD card from Skyscape.com?
• How to verify if the product is registered and unlocked successfully?
• I received an ACC Pocket Guidelines serial number and unlock code what do I do with it?
• My unlock code does not work, how can I fix this?
• What is a Device ID and where do I find it?
• What is a Skyscape Device ID ?
• Where is the serial number or registration code for the Skyscape product I purchased?
• Why doesn't the unlock code work for all the products on the CDrom?

Sales

• Can I convert my programs from RENT to BUY versions and vice versa?
• Do you offer group discounts for hospitals, schools and other institutions?
• Does Skyscape offer automatic renewals?
• How do I Redeem Gift Certificates/Honoraria
• What do all the Renewal Terms Mean?
• What Happens When My Rent Expires?
• What is ART™?
• What is the Buy Version?
• What Is the Rent Version?
• What is your return policy on hardware packages purchased at Skyscape.com
• What modes of payment does Skyscape accept?
• Why is my promotional/discount code not working?
• What does Skyscape do?

Shipping

• Shipping Questions

Skyscape Rewards

• Can I return or exchange my redemption?
• Can I use Skyscape Rewards points to pay for online purchases made on other shopping Web sites?
• How can I earn points faster?
• What products are eligible for points at purchase?
• Can I get points back after I redeem them?
• Can I get rewards points on past purchases?
• Can I increase my Rewards point balance by buying points?
• Can I transfer points to another person's account?
• Does My Rewards Balance (Points) Expire?
• How do I determine what rewards I qualify for?
• How long are reward Certificates valid?
• How long does it take to receive a reward Certificate?
• What's the minimum number of points I need before I can redeem them?

smARTUpdate

• How Do I Install New Editions?
• How to install Smart Update or verify version installed?
• How to remove Smart Update ?
• What is Smart Update and how do I configure it?
• What is Smart Update?

Support Contact Info

• How Do I Access Phone Support?

Supported Features

• Is there a bookmark or history option for Skyscape products installed on a Palm Device:?

Synchronization Issue

• Attempting to install Skyscape product, hotsync hangs or fails and nothing is installed, how do I resolve this?
• Every time I connect my Pocket PC, Smart Sync hangs my system, how do I resolve this?
• HotSync not available
• How to resolve error: Hotsync operation was interrupted ~ an application on the PC failed to respond to a confirmation query.
• How to resolve Palm Synchronization - error "connection between PDA and Desktop not established."
• How to fix error on Palm Hotsync error: some serial numbers pending registration, hotsync again or Program Resets Device when Opening

Uninstall

• How do I delete or remove unused product icons from Programs or Start Menu on the Pocket PC?
• How do I remove a Skyscape product from a Palm device?
• How to install, uninstall, and register programs with My Skyscape
• How to uninstall a Skyscape program from my SmartPhone

Unlock Code

• How do I unlock a medical reference that is on my PDA?
• My Pocket PC is not accepting the unlock code I enter for the iFacts product, how do I resolve this?

Update

• Do I have to remove the old version from my handheld when I update ?
• Do I need a serial number or unlock code to update?
• Does the product on my handheld device ever stop functioning if I choose not to upgrade after a year?
• How do I update Skyscape products on my handheld device?
• How often do you update your products ?
• How to automatically update your Skyscape products using Smart Update (Windows PC only).
• I bought a new device and want to put the updated version on it. How do I do that?
• I pressed on the OTA (Over the Air) update (set of two interlocking blue arrows) and received a wireless update unsuccessful error.
• If I buy the software today and you come out with a new edition shortly thereafter, can I get it for free?
• When I Renew My Programs Will I Need to Reinstall?
• Where can I get product updates?
• Where can I get the update ?

Website

• I installed my Skyscape desktop product and the hyperlinks are not working.
• How do I access "My Account" on your website?
• How do I resolve the invalid credentials error when attempting to log into My Account?
• How to change email address for my account?
• How to unsubscribe from Skyscape email list for product releases and promotional information.
• I am unable to login to My Account from MAC desktop using Safari browser, how do I resolve this?
• If I update my email address in your system, will my password also change?
• What to do if I can't login or my password is not accepted?

Windows Vista

• "My Skyscape" Locks up on Windows Vista Machine
• Are your products compatible with Windows Vista?