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eArtist v4.0/5.0 Support

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Ninety percent of all support questions we are asked can be found on this support page. Please read this page thoroughly to see if your question and answer can be found.

Support for eArtist is limited to email support at this time for all but the most dire circumstances. Should the Frequently Asked Questions list below not help you, please email your question to eArtist@artscope.net. If we determine that your problem cannot be solved through email instruction, we'll schedule a support call with you.

Be sure to read your UserGuide that is installed with eArtist. If your Open User Guide buttons don't work in your copy of eArtist, go to your eArtist5 program directory, and open the file "UserGuide4.pdf" manually to access the UserGuide.

Also available, for updated feature information for your version, are the Release Notes. Version 4 or 5 Release Notes are also included in your eArtist program directory. Open the file "ReleaseNotes.4.pdf" or "ReleaseNotes.5.0.pdf" from your eArtist 4 or 5 program directory. Version 4 Release Notes can also be found here: http://www.artscope.net/eArtist/ReleaseNotes.4.pdf Version 5 Release Notes can also be found here: http://www.artscope.net/eArtist/ReleaseNotes.5.0.html


eArtist Frequently Asked Questions

Q.

I received an error message "eArtist5pkg" can't be opened because it is from an unidentified developer. -- How do I install eArtist on Mac OS 10.8?

A.

By default, Mac OS 10.8 only allows users to install applications from 'verified sources'. In effect, this means that users are unable to install most applications downloaded from the internet or stored on physical media without receiving this message. This link will help you to install eArtist: https://kb.wisc.edu/helpdesk/page.php?id=25443 More information about Apple's GateKeeper can be found here: http://support.apple.com/kb/HT5290?viewlocale=en_US&locale=en_US

  

Q.

I am copying my data files between two computers, but when I try to open eArtist on the PC, eArtist is empty or only some data is filled in.

A.

Most new Windows 7 systems being sold have 64-bit Windows 7 installed. On 64-bit Windows 7, Microsoft now detects that your are using data files in your Program Files directory and behind the scenes recreates them in an invisible c:\Users\YOUR LOGIN NAME\AppData directory. Therefore, the active data files are no longer in c:\Program Files\ArtScope\eArtist4\. Perform an Explorer file search for files with the extension of .USR, and you will find the location of the appropriate set of data files. Copy/replace the files in this other location instead of the files in c:\Program Files\ArtScope\eArtist4.

If all of the above do not work, contact our technical support email with your problem.

  

Q.

My registration key doesn't seem to work.

A.

There are many reasons eArtist may think it's in Demo mode, or the registration key won't unlock the program. They are usually all simple reasons:

  • eArtist uses a new registration key between versions. Registration keys will be different from either eArtist 1.0, 2.0, 3.0.x, 4.0, or 5.0. You must purchase a new license, or, if you have purchased a new upgrade license, you should have either received a new 5.0 registration key, or you must send another registration request.

  • Another reason why your registration key might not work is because you have entered in a different artist name in the First and Last Name fields than you registered with. The name you register eArtist with is the name you must use with the registration key. We allow one name change per eArtist license. If you failed to catch this indication on the registration page, we'll change the name on the registration key and issue a new key only once... And you must have a perfectly logical reason why you need the name change, or we'll refuse to change the key.

  • One of the modules is stuck in a 0 Records Found State, Find Mode, or a layout that does not have access to the Admin module. Use the Window menu to cycle through the modules (opening a previously unopened module will take you back to the Admin module -- just reselect the module from the Window menu)… Check that each module opens to either the list or form layout, and none of the modules are stuck in Find mode, or with 0 records found (use the Records menu->Find All Records to ensure you are not in a 0 records found state).. Lastly, make sure you have at least ONE record in each of the main modules (at least one record in each of the Artworks, Constituents, Invoices, and Exhibitions).

  • If you are still having issues, eArtist 5.0 has a button on the Admin module->System Administration tab that automatically detects problems with your registration and will correct all known reasons why your key won't work. To fix the registration, go to the Admin module->System Administration tab. You will see a button there "Fix Common Registration Errors". Click that button then return to the Set System Settings tab and re-click the "register" button.

  • If you still get the demo message, it may be because you haven't entered the registration key or your artist name the same as you registered it, or the data files are write-locked. If you think the files are write-locked, with eArtist not running, get info on the eArtist_admin.usr file and make sure under security and permissions you have read and write access to the file.

If all of the above do not work, contact our technical support email with your problem.

  

Q.

When I print out Information sheets for my pieces, they have your (the developer's) name on the bottom. Is there any way to change this?

A.

Certain fields are calculated fields that only update when the calculation is forced.

An example of this is the Artwork Information Sheet.

Go to Admin module->Language Translation tab and choose the language of your choice.

On the language detail, click on the "Notice of Authenticity" field and add anything at the end like:

& "test"

...and tab out of the field. The calculation will refresh, and your name should now appear in the preview and on the information sheet. Delete the & "test" from the calculation so it doesn't appear on the notice...

  

Q.

Is there a user manual for eArtist?

A.

Yes, it's included in the download. The document is called "UserGuide.pdf" and it's in the eArtist directory you downloaded and unstuffed/installed. Click on the "?" button in the upper right hand side of any module to open the help file. There is another button in the help and on the welcome screen file that will directly open the user guide, as well.

  

Q.

I want real support. How do I email or talk to someone at ArtScope.net?

A.

eArtist 5.0 has an email support request button right on the opening screen when you open eArtist. You can also respond directly to the email address in registration key email you receive after registering your software. Our phone number is also listed right on the opening screen of the Admin module, although we are not always available via phone support, older versions of eArtist list an old phone number that has been disconnected, and we don't have an answering machine connected to our land-line phone. Please be patient with us if it takes a little while to get back to you. Email will always be quicker than contacting us via phone, unless we set up an appointment with you.

  

Q.

Can I add a field? Can I change/add a layout or report?

A.

Unfortunately, no. ...And we don't customize. We do, however, really appreciate your suggestions on how we can make eArtist more useful to you. If you need a field or layout or report, it's likely someone else will, too. Please offer your suggestions and we'll try to incorporate it into our next version.



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