Support: Student FAQs
Q. I purchased and downloaded the software from an online webstore, but I can't find it on my computer. Where is it?
A. All of our download file names begin with "simbio" or "ecobeaker". You should run a search on your computer for files containing "simbio" or "ecobeaker". We find it is helpful when downloading files to either use the Desktop, or else create a Downloads folder within the Documents folder. If you did not save it to your desktop, the file is likely saved in a temporary folder on your computer. You can access it by searching your computer for recently downloaded files.
Q. I purchased the software package from a webstore. I downloaded the software but I cannot find the workbooks. Do I have to download something else?
A. The file you downloaded included both the workbooks and software. The file decompresses (i.e., unzips) into 2 folders: Software and Workbooks. The installers for the software will be in the Software folder and the lab manuals or student workbooks will be in the Workbooks folder. If you no longer have this file, you can use the Download link in your confirmation email to simply re-download. We recommend saving the file onto the desktop for easy access. There is no cost associated with re-downloading the software, but there is a limit to how often you may do so. If you no longer have the confirmation mail, please let us know and we can send it to you again.
Q. I did not purchase the software from the online webstore from my own computer. Can I still download and install the program on my own machine?
A. If the software was included in the order by your professor, you may download and install the software on any computer, at any time using the confirmation email that was sent to you after your initial purchase. The confirmation email you should have received after purchasing will contain a link allowing you to download the installer and workbooks. You can use that link to download at any time, but there is a limit as to how many times you can download the software. If you no longer have the confirmation mail, please let us know and we can send it to you again.
Q. From the online webstore, I accidentally purchased the wrong operating system version of the software (e.g., Macintosh instead of Windows or Windows instead of Macintosh). How do I get the right one?
A. If you purchase a program for the incorrect operating system, please repurchase the correct version, and then send a request for a refund to wssupport@simbio.com for the incorrect one.
Q. I am supposed to purchase the software from an online webstore but cannot find the web page.
A. The link to download the software is located in the confirmation email sent to the email address provided when the software was purchased. If this email has been deleted or cannot be found, please send a request to wssupport@simbio.com, and your confirmation email will be sent to you again.
Q. I never received the confirmation email from my webstore purchase. Where is it?
A. It is possible that your email provider may have flagged the confirmation email as spam. This is typically seen with Yahoo! Email addresses. Please add webstoresupport@simbio.com and wssupport@simbio.com to your email provider's safe senders list, to ensure the email is delivered to the inbox. If that still does not work please provide us with an alternate email address so we can re-send the confirmation email address.
Q. My computer crashed, and when I went to re-download the software from the online webstore, it told me I have reached my download limit. How can I re-download the application?
A. Please send a request to wssupport@simbio.com to have the download limit adjusted. Once it is approved, you'll receive an email informing you that the download limit has been cleared. Then you will be able to use the link in the original confirmation email sent to you to re-download the application. If you no longer have that email, please contact us at wssupport@simbio.com, and we’ll resend it.
Q. Which Windows operating systems are supported?
A. SimBio Virtual Labs, SimBio Interactive Chapters, EcoBeaker 2.5 and Mitosis & Meiosis Demystified will run on Windows 7, Windows Vista, and Vista SP1.
Q. Which Macintosh operating systems are supported?
A. Regarding software released for academic year 2011/12, SimBio Virtual Labs require OSX 10.6 Snow Leopard or 10.5 Leopard, and require an Intel processor. EcoBeaker 2.5 and Mitosis and Meiosis requires OSX 10.4 Tiger or above, and will run on PowerPC or Intel processors.
Q. Which Linux distributions are supported to run the programs?
Q. Do I need additional programs in order to run SimBio Virtual labs?
A. Some labs and chapters include video and require Quicktime (available from Apple®) to run. In those cases, instructions will be provided as needed. Otherwise, all labs and chapters will run within the SimBio program you receive as part of your order.
A. Linux is not a supported operating system at this time. However through the use of a third party virtualization program such as VMWare, the suite of programs can be run under Windows virtually from within a Linux operating system.
Q. Why aren't the steps in the workbook going along with the software?
A. You may be using the EcoBeaker 2.5 version of the labs while using the SimBio Virtual Labs version of the workbook, or vice versa. Please verify that your lab workbook corresponds to the software you are using. If your workbook is a SimBio Virtual Labs workbook, please make sure you have downloaded and are using SimBio Virtual Labs software. If your workbook is an EcoBeaker 2.5 lab workbook, please make sure you have downloaded and are using EcoBeaker 2.5 software. Both programs were in the original file you downloaded. If you still have the original file, you can simply unzip it again, go into the software folder and you will see 2 folders: EcoBeaker and SimBio Virtual Labs. Open the correct folder and double click on the installer. Follow the on screen instructions to install the application. If you no longer have the initial downloaded file, you can use the download link in your confirmation email to simply re-download. If you no longer have the confirmation email or have exceeded the download limit, please let us know and we will resolve either issue.
Q. I do not have a credit card of my own, can I use someone else's? What else can I do?
A. The contact information with the order must match that of the person whose card is being used, so you will not be able to purchase the software in your own name. This means your professor will not be notified that you purchased the labs and you will not receive credit for the class. You may notify your professor of the name you will use to purchase the software. Another option is to set up a PayPal account using your checking account information.