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Reference Manager Technical Support
Frequently Asked Questions
Installing, Uninstalling and Upgrading
1. Can I activate my demo version to a full version?
No, the demo version cannot be activated to a full version. If you decide to purchase Reference Manager, make sure that you uninstall the demo version before installing the full version to avoid confusion later. Take care not to delete any databases you may have created with the demo version which you want to keep.
2. If I use the demo version now to create databases and bibliographies, will I be able to transfer my data from the demo version to the full version?
Yes, any work that you start in the demo version can be continued in the full version.
3. Can I install on more than one computer (eg, home and office)?
If you are running the single user version, the licence allows you to install and use the program on a second computer (eg, at the office and at home) as long as you are the sole user of the program. See the file License.txt on the installation CD or contact us for more information.
4. I bought the upgrade version. What is the correct way to upgrade my old version?
The upgrade version of Reference Manager is a fully independent installer which does not require a previous version to be installed. You will need your serial number from the previous program to be able to order the upgrade. If you do have a previous version installed, then we recommend you back up any existing Reference Manager database files and customised content files (eg, styles and import filters), close all programs then uninstall the older version by selecting "Add/Remove Programs" from the Windows Control Panel. Once any older versions have been uninstalled, run the Reference Manager installer to install the new version. This will create a new Reference Manager program folder and you can then move any database or content files into this new folder.
5. What level of users rights (eg, User, Power User, Administrator) does Reference Manager require to install and run correctly?
Reference Manager requires Read/Write access to certain portions of the Windows Regsitry. A member of the Windows group "users" with defaults rights sets does not have sufficient permissions to the Registry to install or run Reference Manager correctly. In order to install and run the program correctly, the logged-in user must have administrative rights to the local machine (eg: a member of the "power Users" or "Administrators" group.
6. When trying to install, it always hangs or stops before the installation is complete. What's wrong?
There may be other programs or processes running in the background which are interfering with the program installation. Try restarting the computer and then make sure that all programs are closed/disabled when you run the installer, including any anti-virus software.
7. I have installed the full version of Reference Manager, but a message tells me I have the demo version.
Run the Configure Reference Manager option under Start>Programs>Reference Manager. This should resolve the problem.
8. Should I uninstall my old version of Reference Manager before installing the new version?
While this is not strictly necessary, we always recommend that you uninstall any previous versions (including demo versions) to avoid confusion later. First, backup any existing Reference Manager database files and any customised content files (eg, styles and filters), close all open programs and then uninstall any older versions by selecting "Add/Remove Programs" from the Windows Control Panel. Once the older version has been removed, run the Reference Manager installer and install the new version. This will create a new Reference Manager program folder and you can then move any backed up database or content files into this new folder.
9. Is Reference Manager Citrix or Terminal server compatible?
We do not know if Reference Manager is Terminal Server compliant and cannot provide support for this configuration.
We have spoken with users who have been able to run Reference Manager in a Terminal Server/Citrix environment. In this environment everything runs from the server and the computer thinks it is a dumb terminal, i.e. it is not aware of its local resources. The attractive feature of this environment is that it can allow older and lower-power computers to run some of the newer Windows programs that they would not be able to run in the standalone environment. Every file and setting that would exist on a normal workstation would have an analogous location on the server under Terminal Server/Citrix.
If the user is familiar with his/her system it would be possible to copy the appropriate files to the proper location on the server and make everything work correctly. However this is not something for which we can provide direct support.
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