Have questions or issues regarding software purchased from ASC? Please follow these steps:
- Verify that you have purchased the software. We will not unlock software or provide support until your payment is completed.
- Identify correct support contact. Much of our software is supported by original developers and not ASC.
- BILOG-MG, MULTILOG, PARSCALE, HLM, TESTFACT and LISREL: please visit the SSI support page.
- DIMPACK, DIFPACK, or any programs in those packages: please visit their page at Measured Progress.
- ConQuest: please email conquest@acer.edu.au.
- Effect Size (ES): please email wshadish@ucmerced.edu.
- Iteman 4, Xcalibre 4, TestAssembler, FastTEST 2, FastTEST Pro, CATSim, ScoreAll 4, MicroFact, Lertap: these are ASC-published programs, proceed to next step.
- Determine that the software is installed correctly. Instructions on installation and unlocking are available here. If you have Windows Vista or 7, you must follow the instructions. Also, make sure it is not being interfered with by your operating system or other software, such as virus-scanning, computer security, and network software. If this is indeed an issue, reboot in "Safe Mode". For instructions on using Safe Mode, use your Windows Help system or browse to www.microsoft.com.
- Visit the program's support page by clicking on the name in the list below. These pages include updated versions with enhancements and bug fixes. Software programs no longer supported include: Iteman 3 (replaced by Iteman 4), Xcalibre 1 (replaced by Xcalibre 4), RASCAL (replaced by Xcalibre 4), the Item and Test Analysis Package (replaced by Iteman 4 and Xcalibre 4), and MICROCAT (replaced by FastTEST and FastTEST Pro).
ASC Software Support Pages
- Please read the software manual, and supporting information. Most manuals are provided as PDF, so you can simply search for a word or phrase. Additionally, the manuals often provide screenshots and specific explanations for various error messages in an Appendix. Please run the sample files before contacting us; if the sample files run correctly but your files do not, then the software is not the source of the problem.
- Make sure your sample size is adequate for your analysis. Obviously, you cannot run a classical analysis with N=2 or an IRT analysis with N=16. Also, verify that missing data is not causing problems.
- Run the sample files and check against your files. Please run the sample files before contacting us; if the sample files run correctly but your files do not, then the software is not the source of the problem. You must then closely examine your files for errors or incorrect setup. Common errors include incorrect format of the data file, use of file formats not supported (Word, Excel, SPSS), and missing or incorrect speifications in your control file.
- If you are not able to find the answer to your question on this page, personal support is available. Bug fixes and installation issues are free of charge; training and support on usability ("How do I...?") are $200 per hour. Please e-mail our Technical
Support Department. Please provide the following information:
- ASC program name and version (Example: Xcalibre 4.1.1)
- Operating system and version (Example: Windows 7)
- Name, organization, and software invoice number if available
FAQ - Frequently Asked Questions
Q. How do I order software?A. You can place orders via this Web Store at any time by following the instructions below. You can also simply call us during business hours (0900-1700 U.S. Central Time).
1. On a product web page, scroll to the bottom and select the package and/or quantity desired. Click "Add to cart."
2. Continue shopping if you need more products. You can access your cart at any time with the "Shopping Cart" button in the upper-right of each page.
3. Once you are ready, click the "Checkout" button in the lower right.
4. If you already are a registered customer, access your account. If you are not a registered customer, please create a new account.
5. Select payment method. If you are paying by credit card, please provide that information. If you will be paying by institutional Purchase Order, please tell us so that we will hold your registration until the P.O. arrives. If you prefer sending your credit card information by fax or phone, let us know in the Customer Notes section.
6. If there are any special circumstances, please let us know in the Customer Notes section.
Q. I have Windows Vista or Windows 7. Does this affect installation of ASC software?
A. Yes. To run the InstallShield installer for our software, you must right-click and choose "Run as administrator" — even if you are using an administrator account. The same must be done when unlocking the program. Detailed information is available here.
Q. What exactly is a "demo/trial version" of software?
A. For most of our software, you can download a demo/trial version to evaluate whether it meets your needs. The demo/trial versions are the same as the full versions, but limited in time (trial) and/or functionality (demo). If you have a trial version, you can work freely during the trial period (for example, 7 days). When the trial period is over, the software will remain on your computer, but just not be usable. A demo version remains active and usable on your computer until purchased. If you wish to purchase at any time, simply contact us with payment arrangements and we will provide the Activation Codes needed to unlock the full version. There is no need to download the software again.
Q. I have installed the software and it asks for codes. What do I do?
A. Our software is shipped/downloaded as a "trial version" (also called a demo version), which is then "unlocked" for your computer, to protect against theft.
IF YOU HAVE NOT PURCHASED THE SOFTWARE: simply continue to use the software as the demo/trial version as noted.
IF YOU HAVE PURCHASED THE SOFTWARE, OR WANT TO PURCHASE IT: to unlock the demo/trial version to be fully functioning, please send the code numbers you are given, with your invoice number (or your payment information, if not previously purchased), to sales +at+ assess.com, or call 651-647-9220. We will then send you the activation code(s). Detailed information is available here.
Q. I live a long distance from the United States. Do I have to pay to have my software shipped?
A. Much of our software does not need to be shipped! You can download it from our website, and simply have the license unlocked for your computer. Do not worry about having no CD as a backup; the versions of the software that are available for download are the same that are shipped on CDs, meaning that you can simply download it again in the future, or save the downloaded file on a USB drive as a backup.
Q.I'm getting a "floating point error," what does that mean?
A. This usually means that the program is finding a division by zero someplace. For example, if no one has responded to an item, or there is no variance in scores.
Q.I'm getting an error about "Examinee X did not respond to all items," what does that mean?
A. This usually means that a row of data ended before it should have. For example, you have 100 columns of data for all examinees except one, whose data ends in column 97. If you convert your data from Excel to a text file using the PRN format, this often happens. To fix, ensure that all columns have data, usually by putting your code for omitted or not-administered responses in those positions.
