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FAQs

1:	Do I have to pay for the software?
	You do not have to pay for the software. Ngee Ann provides license software to Ngee Ann's students throughout their course of study.

2:	What is NPNet password ?
	The NPNet password mentioned on the software guides refer to the Course Registration password on the Acceptance Of Offer letter.

3:	Can I install software on another notebook?
	Each student can register and install software on ONE notebook only.

4:	Do I have to buy notebook from the authorised suppliers before I can download software?
	You could purchase notebook from the authorised suppliers or your preferred suppliers. Please ensure that the notebook meets the minimum specifications for your course. Select your course on the Software Download page to view the minimum specifications.

5:	I bought my notebook from the authorised supplier. Do I need to download software from the Software Portal?
	Please see the instructions on Software Download page.

6:	I have an old notebook and I am not sure if it can be used for my course. Can you advise?
	You may check if the notebook meets the minimum specifications for your course. Select your course on the Software Download page to view the minimum specifications.

7:	My Nursing course does not require a notebook but I have a notebook. Can I still download and install software?
	Yes, please see the instructions on Software Download page.

8:	I have difficulty with software installation. Where can I get help?
	You may write to Dora.ITcare@np.edu.sg. Please include your name, course and student ID in your email. Refer to Contact Us Page.

9:	Where do I get my student number and password to register my notebook?
	You may refer to the Acceptance of Offer letter which contains your User ID and password. To view your Acceptance of Offer letter, you need to download mStudent App and tap on "Get Started".

10:	Is there a deadline for us to download software?
	If you have broadband access at home, you may like to download and install software on your own. You are strongly encouraged to equip your notebook with the relevant software for your course before the semester begins in April to avoid long wait time. View more info on the Software Download page. Contact us if you need assistance.

Adobe+

ADQ01:	I have purchased my notebook from NP authorised supplier. Do I have to download Adobe software?
	A trial version of Adobe Creative Suite has been installed. Please download the notebook registration program from the Download page and follow the instructions on how to retrieve the product key and activate CS6.

ADQ02:	The download is very slow. What should I do?
	The slow download may be due to the large file size (6 GB) or your internet connection. Please try again later. Alternatively, please visit the IT Helpdesk at Blk 27 #01-01.

ADQ03:	I am unable to launch the pdf guide. I get the message "Before proceeding you must first launch Adobe Acrobat and accept End User License Agreement." What should I do?
	Launch Adobe Acrobat and accept the End User License Agreement when prompted. Close the program and try to open the pdf guide again. If you still encounter difficulty, please write to Dora.ITCare@np.edu.sg or send SMS to 90300263.

ADQ04:	When I launch CS6 programs, it requests for a product key. Where can I get the product key?
	Go to the Download page and follow the instructions on how to register your notebook if you have not done so. After you have registered your notebook, follow the Adobe CS6 guide to activate it.

AutoCAD+

AKQ:	When activating my license, should I register the software as Company or as individual?
	You must register as an individual.

AKQ:	What address should I provide when filling up the registration form?
	You may enter your home mailing address. Alternatively, you may enter NP's address, which is 535 Clementi Road Singapore 599489.

AKQ02:	I have encountered the error "LoadLibrary failed with error 126: The specified module could not be found." What should I do?
	Follow the steps in this pdf file and try again.

MS Office+

MSQ03:	I have encountered an error "You have access this page in an incorrect sequence, perhaps due to clicking your browser's back button". What should I do?
	Please sign out from the webstore and sign in again.

MSQ04:	I have encountered an error "Secure Download Manager cannot be completed, decompression failed".
	Please go to the download folder, remove SDM and try again.

MSQ10:	I have encountered "Visio is not working..." error. What should I do?
	Please run Windows Update first and launch Visio again. If issue persists, please write to Dora.ITcare@np.edu.sg or send SMS to 90300263 for assistance.

Notebook registration and software download+

NBQ:	When I click on "SITE2", I get a blank page. What should I do?
	If you are using Google Chrome, copy the url and use a different browser to open the file. If you are not, please write to Dora.ITcare@np.edu.sg for assistance.

NBQ04:	When I try to open the notebook registration or get software program , it prompted me " to launch Adobe Acrobat and accept the End User License Agreement". What should I do?
	This is due to the trial version of Adobe Acrobat installed on your notebook. Launch Adobe Acrobat and accept to run in trial mode first. Next, open Adobe CS 6 pdf guide and follow the instructions to activate Adobe.

NBQ07:	If I make an appointment for the software, do I have to come personally to NP to install software?
	You must be present during the software installation because the installation process will require your particulars and login credentials.

NBQ09:	While registering my notebook, I encountered "User record not found in notebook registry" error, what should I do?
	Please ensure that your enrolment is completed at least one working day before registering your notebook. For assistance, please write to Dora.ITcare@np.edu.sg, providing your student number and contact details.

Q:	My Macbook is purchased from NP supplier. When I am installing a software, it says that my computer is locked and required a password. I don‘t know the password. They say the user is NPStudent. Pls advice .
	NPStudent is a local admin account for your MAC. If you have not set any password, then it should be a blank. Please click ok and continue.

Others+

OTQ:	I have encountered an error "LoadLibrary failed with error 126: The specified module could not be found"
	Follow the steps in this pdf file and try again.

OTQ:	Can I install Windows 8 instead of Windows 7 in the bootcamp partition?
	It is recommended to install Windows 7 as there is no official bootcamp drivers available for Windows 8 at this moment.

OTQ04:	I have encountered the error "Secure Download Manager cannot be completed, decompression failed".
	Please go to the download folder on your notebook, remove SDM file and try again.

OTQ05:	When I clicked on the software to install, I see this message "Your course does not require this software". What should I do?
	It could be due to the language settings on your computer. Please follow the steps in this pdf file and try again. If issue persists, please write to Dora.ITcare@np.edu.sg or send SMS to 90300263 for assistance.

Polymath+

PMQ01:	I saw this message "Educational Site License version of Polymath and the Polymath ODE_Solver has expired." What should I do? (updated 8 Apr)
	Uninstall Polymath. Download and re-install the latest version Polymathb. If issue persists, write to Dora.ITcare@np.edu.sg.

Scientific Notebook and MOL+

SNQ01:	Scientific Notebook could not display the equations properly. What should I do?
	Click here for answer.

SNQ02:	When I click on an MOL question, it does not launch Scientific Notebook. Instead it displayed text on the webpage. What should I do?
	Click here for answer.

SNQ03:	I get an error "There was a problem sending command to the program" when I click on MOL question.
	Click here for answer.

SNQ04:	I get a SN5.5 License error when I run it. What should I do?
	Please ensure that there is internet access and re-run Scientific Noebook again. If issue persists, un-install Scientific Notebook. Turn off User Account Control (guide) then try to re-install it again.

SNQ05:	When I click on Scientific Notebook, it says "Failed to update the system registry. Need permission to add". What should I do?
	Close Scientific Notebook. Right-click on the Scientific Notebook icon on your desktop and select run as administrator. You only need to do it once. Subsequently you should be able to run Scientific Notebook with a double-click.

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