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Online Support and Frequently Asked Questions (FAQ)


Frequently Asked Questions (FAQ)

  1. I ordered software in your web shop, how can I download it?

  2. How can I cancel my order?

  3. I ordered a product in your previous web shop, how can I find it back in your new web shop?
  4. Where can I find the bill?

  5. I have ordered an EndNote upgrade edition in your web store. The setup asks for a serial number and a product key. What should I enter into the two fields asking for a serial number and a product key?

  6. When EndNote X6 is installed, by default only the 500 most "popular" connection files are installed. How can I download all connection files?

  7. When EndNote X6 is installed, by default only the 500 most "popular" output styles are installed. How can I download all output styles?

  8. When EndNote X6 is installed, by default only the 500 most "popular" import filters are installed. How can I download all import filters?

  9. How can I complete the journal names in Term List?

  10. Since a few days I have discovered that I do not have the Cite While You Write add-in available anymore when I want to Cite in Word. How can I recover this?

  11. EndNote plugin to Import or Export Smart Groups between Computers

  12. Converting a Reference Manager database to EndNote

  13. My Mac saves "filename".dmg as "filename".dmg.html. After opening the file, strange characters appear. What should I do?

  14. Sharing EndNote Libraries

Online Support Form

Are you interested in using EndNote, Reference Manager or MathType in your organization or need any other support/information, please call +31 (0)23 547 1855, or complete the form below and we will contact you.

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Frequently Asked Questions (FAQ)

  1. I ordered software in your web shop, how can I download it?
    As soon as your order has been processed, you’ll receive an e-mail with Order Details (please check the folder with Junk E-mail if you have not received it). In this e-mail you will find the download link for the software. Possibly this link is being blocked by your e-mail program, in that case follow these steps to download the software:
    1. Go to www.researchsoftware.com.
    2. Log in on the right side.
    3. When you have logged in, click on My Account (top of the page, in the middle).
    4. Now you get to see the details of your account (User Data, Addresses etcetera). Click 'Access your orders' under Orders.
    5. Click the order number of your order
    6. Click Download here to download the software



  2. How can I cancel my order?
    If your order has not been completed yet, we can cancel the order for you. When your order has been completed the following rules apply:

    • Physical products can be returned within 14 days, as long as the seal has not been broken.
    • Downloads can not be returned, so it is not possible to cancel the order.


  3. I ordered a product in your previous web shop, how can I find it back in your new web shop?
    Follow these steps to retrieve your old orders:
    1. Go to www.researchsoftware.com
    2. Log in at the right side of the web page.
    3. When you have logged in, click on 'My Account' (top of the page, in the middle).
    4. Now you get to see the details of your account (User Data, Addresses etcetera). Near the bottom of the page you see a link to your orders in the old web shop.
    5. Click 'View summary of orders purchased on previous shop.'
    6. Click the order number of your old order to go to the download link and (if applicable) the activation code and/or serial number.



  4. Where can I find the bill?
    The invoice of your order is available as a PDF file with your order details (please select your order number) to 'Orders' under 'Account'.

    1. Go to www.researchsoftware.com
    2. Login with your username and password.
    3. Click the "Account" at the top right.
    4. Click on 'Your Orders' under the 'Orders'.
    5. Click on the underlined order number.
    6. Click on the link "Download Invoice '.


    You also receive an official invoice by mail or e-mail.


  5. I have ordered an EndNote upgrade edition in your web store. The setup asks for a serial number and a product key. What should I enter into the two fields asking for a serial number and a product key?
    A serial number looks like 5234567890 or 2234567890, starts with a 5 or 2 and is entirely numeric. A product key looks like 9NGHJ-Z7TRQ-UTR12-F9TQP-KL7MN and is 25-character alpha-numeric.
    New full product installation require a product key. However, for the setup of Upgrade editions a serial number of an older (previous) edition and a (new) product key will be necessary. The serial number of an older (previous) edition can be seen in the 'splash screen' when starting the old product. Alternatively, once can start EndNote and choose 'About EndNote' from the 'Help" menu. The 25-character alpha-numeric product key will be communicated in an email message after an order is processed. Since a few months we have started to mention both items in the 'Order details' email message.


  6. When EndNote X6 is installed, by default only the 500 most "popular" connection files are installed. How can I download all connection files?
    When EndNote X6 is installed, by default only the 500 most "popular" connection files are installed. To download other connection files, you can choose one of the following instructions:

    1. You can download all connection files if you select ‘Custom’ option during EndNote X6 installation.

    2. If you completed EndNote X6 installation, ‘Typical’ option is selected and you want to download all connection files:

    Windows:

    • Go to “Control Panel” and choose “Add or Remove Programs” in Windows XP or “Programs and Features” in Windows Vista/7. Select EndNote and choose “Change”. Select the “Modify Option” and choose “Next”.
    • Place a check next to “Additional Connections” and choose “Will be installed on local hard drive.” Click the plus sign to select only specific connections. Click “Next”.

    Mac OS:

    • In EndNote, go to “Menu” and choose “Customizer”.
    • Place a check next to all of the “Connections” you’d like.
    • Click “Next” twice and “Done” to close the window.

    3. If you completed EndNote X6 installation, ‘Typical’ option is selected and you want to download one of connection files:

    • Run ‘EndNote X6’
    • From the Edit menu, choose ‘Connection Files/Open Connection Manager…’
    • Click ‘Get More on the Web…’ buton from ‘EndNote Connection Files’ window
    • For download one of connection files, you can use download links from the list below on this page.

      And then you can use these files after copy to

      Windows: ‘C:\Program Files\EndNote X6\Connections’ folder
      Mac:'Applications\EndNote X6\Connections' folder.

      or

      - Double-click the connections file to open in EndNote.
      - In EndNote, click “File Menu” and choose “Save as”. Remove the word “copy” and click “Save”.
      - Click on “File Menu” and choose “Close Connection”.


    4. If you completed EndNote X6 installation, ‘Typical’ option is selected and you want to download one of connection files:

    • Go to http://endnote.com/downloads/connections web page.
    • For download one of connection files, you can use download links from the list below on this page.

      And then you can use these files after copy to

      Windows: ‘C:\Program Files\EndNote X6\Connections’ folder
      Mac:'Applications\EndNote X6\Connections' folder.

      or

      - Double-click the connections file to open in EndNote.
      - In EndNote, click “File Menu” and choose “Save as”. Remove the word “copy” and click “Save”.
      - Click on “File Menu” and choose “Close Connection”.


  7. When EndNote X6 is installed, by default only the 500 most "popular" output styles are installed. How can I download all output styles?
    When EndNote X6 is installed, by default only the 500 most "popular" output styles are installed. To download other output styles, you can choose one of the following instructions:

    1. You can download all output styles if you select ‘Custom’ option during EndNote X6 installation.

    2. If you completed EndNote X6 installation, ‘Typical’ option is selected and you want to download all output styles:

    Windows:

    • Go to “Control Panel” and choose “Add or Remove Programs” in Windows XP or “Programs and Features” in Windows Vista/7. Select EndNote and choose “Change”. Select the “Modify Option” and choose “Next”.
    • Place a check next to “Additional Styles” and choose “Will be installed on local hard drive.” Click the plus sign to select only specific connections. Click “Next”.

    Mac OS:

    • In EndNote, go to “Menu” and choose “Customizer”.
    • Place a check next to all of the “Output Styles” you’d like.
    • Click “Next” twice and “Done” to close the window.

    3. If you completed EndNote X6 installation, ‘Typical’ option is selected and you want to download one of output styles:

    • Run ‘EndNote X6’
    • From the Edit menu, choose ‘Output Styles/Open Style Manager…'
    • Click ‘Get More on the Web…’ buton from ‘EndNote Styles’ window.
    • For download one of output styles, you can use download links from the list below on this page.

      And then you can use these files after copy to

      Windows: ‘C:\Program Files\EndNote X6\Styles’ folder
      Mac: 'Applications\EndNote X6\Styles' folder.

      or

      - Double-click the style file. It should open in EndNote.
      - In EndNote, click “File Menu” and choose “Save as”. Remove the word “copy” and click “Save”.
      - Click on “File Menu” and choose “Close Style”.


    4. If you completed EndNote X6 installation, ‘Typical’ option is selected and you want to download one of output styles:

    • Go to http://endnote.com/downloads/styles web page.
    • For download one of output styles, you can use download links from the list below on this page.

      And then you can use these files after copy to

      Windows: ‘C:\Program Files\EndNote X6\Styles’ folder
      Mac: 'Applications\EndNote X6\Styles' folder.

      or

      - Double-click the style file. It should open in EndNote.
      - In EndNote, click “File Menu” and choose “Save as”. Remove the word “copy” and click “Save”.
      - Click on “File Menu” and choose “Close Style”.


  8. When EndNote X6 is installed, by default only the 500 most "popular" import filters are installed. How can I download all import filters?
    When EndNote X6 is installed, by default only the 500 most "popular" import filters are installed. To download other import filters, you can choose one of the following instructions:

    1. You can download all import filters if you select ‘Custom’ option during EndNote X6 installation.

    2. If you completed EndNote X6 installation, ‘Typical’ option is selected and you want to download all import filters:

    Windows:

    • Go to “Control Panel” and choose “Add or Remove Programs” in Windows XP or “Programs and Features” in Windows Vista/7. Select EndNote and choose “Change”. Select the “Modify Option” and choose “Next”.
    • Place a check next to “Additional Filters” and choose “Will be installed on local hard drive.” Click the plus sign to select only specific filters. Click “Next”.

    Mac OS:

    • In EndNote, go to “Menu” and choose “Customizer”.
    • Place a check next to all of the “Import Filters” you’d like.
    • Click “Next” twice and “Done” to close the window.

    3. If you completed EndNote X6 installation, ‘Typical’ option is selected and you want to download one of import filters:

    • Run ‘EndNote X6’
    • From the Edit menu, choose ‘Import Filters/Open Filters Manager…’
    • Click ‘Get More on the Web…’ buton from ‘EndNote Import Filters’ window.
    • For download one of import filters, you can use download links from the list below on this page.

      And then you can use these files after copy to

      Windows: ‘C:\Program Files\EndNote X6\Filters’ folder
      Mac: 'Applications\EndNote X6\Filters' folder.

      or

      - Double-click the filter file to open in EndNote.
      - In EndNote, click “File Menu” and choose “Save as”. Remove the word “copy” and click “Save”.
      - Click on “File Menu” and choose “Close Filter”.


    4. If you completed EndNote X6 installation, ‘Typical’ option is selected and you want to download one of import filters:

    • Go to http://endnote.com/downloads/import-filters web page.
    • For download one of import filters, you can use download links from the list below on this page.

      And then you can use these files after copy to

      Windows: ‘C:\Program Files\EndNote X6\Filters’ folder
      Mac: 'Applications\EndNote X6\Filters' folder.

      or

      - Double-click the filter file to open in EndNote.
      - In EndNote, click “File Menu” and choose “Save as”. Remove the word “copy” and click “Save”.
      - Click on “File Menu” and choose “Close Filter”.


  9. How can I complete the journal names in Term List?
    Instructions to complete the Journal names:

    1. Start EndNote X6
    2. Go to ‘Tools’ – ‘Open Term Lists’ – ‘Journals term List’
    3. In the tab Lists, select ‘Journals’.
    4. Click on tab ‘Terms’.
    5. If you wish to do so, you can delete the current list of Journal names.
    6. Go back to the tab ‘Lists’.
    7. If not already selected, select ‘Journals’.
    8. Click on the button ‘Import list’.
    9. Go to the installation folder of EndNote
    10. Open the sub folder ‘Terms lists’

      On, for instance, Windows 7, 64-bit system this is standard:
      C:\Program Files (x86)\EndNote X6\Terms Lists\

      On, for instance, Windows 7, 32-bit system this is standard:
      C:\Program Files\EndNote X6\Terms Lists\

    11. Select the list that you would like to import (f.i. Medical.txt). There is a list available per discipline.
    12. Click on the button ‘Open’.

    All Journals including the correct abbreviations will now be imported.

    Verification:
    1. Start EndNote X6
    2. Go to ‘Tools’ – ‘Open Term Lists’ – ‘Journals term List’
    3. In the tab Lists, select ‘Journals’.
    4. Click on the tab ‘Terms’.


  10. Since a few days I have discovered that I do not have the Cite While You Write add-in available anymore when I want to Cite in Word. How can I recover this?
    To restore the CWYW add-in you can follow the steps below, depending on the Word version you are using.

    Word 2007/2010:
    1. Word 2007: Click on the Office icon and select "Word Options."
      Word 2010: Click on the File ribbon and select "Options."
    2. Click on "Add-ins."
    3. Change the "Manage" options to "Disabled Items."
    4. Click Go.
    5. Highlight any EndNote item(s) and click "Enable."
    6. Click OK.

    Word 2000/2002/2003:
    1. Click the "Help menu" and select "About Microsoft Office Word."
    2. Click "Disabled Items."
    3. Highlight any EndNote item(s) and click "Enable."
    4. Click Close.
    5. Click OK.

    If prompted, select to allow the file(s) to be loaded by Word. Close and re-open Word when this is done.

    Note: With Word 2010, the Ribbon tab may also be unchecked. Click on the File menu and select Options. Click on Customize Ribbon and Check EndNote if it is unchecked. Click OK to display the EndNote tab in the Word Ribbon.

    - If the option to "Disable all Application Add-ins" is checked in Word 2007/2010, that can also cause the tools to not appear. To turn off this setting, do the following:

    1. Word 2007: Click on the Office icon and select "Word Options."
      Word 2010: Click on the File ribbon and select "Options."
    2. Click on "Trust Center."
    3. Click "Trust Center Settings."
    4. Click "Add-ins."
    5. Uncheck "Disable all Application Add-ins (may impair functionality)" and click OK.
    6. Click OK.
    7. Exit Word and then re-open it.

    - If you still do not see the tools or you are getting an error message, make sure you have updated EndNote with the latest updates. The directions for installing the updates can be found here.

    Once the patch has been installed, reboot your machine and do the following to configure EndNote:

    Click the Start menu > Programs (or All Programs) > EndNote > Configure EndNote. Install the Cite While You Write (CWYW) tools again. When this is done, first open your EndNote library then open Word and try the tools.

    - If you still do not see the tools or you are getting an error message and have either Word 2002 (XP) or Word 2003, you may try the following:

    1. Open Word 2002 (XP) or Word 2003, and go to the help menu, and run "Detect and Repair".
    2. Check the "Discard my customized settings and restore default settings" button, and click ok.
    3. Restart your computer and Click the Start menu > Programs (or All Programs) > EndNote > Configure EndNote. Install the Cite While You Write (CWYW) tools again.
    4. First open your EndNote library then open Word and try the tools.

  11. EndNote plugin to Import or Export Smart Groups between Computers

  12. NOTES:
    1. These steps are intended for Synchronizing between computers with EndNote X6 and later. If you simply want to share your library with another EndNote user and include the smart group information, you can follow the steps in this article.
    2. Windows and Mac Smart Groups with Unicode group names and Unicode search terms will not be transferred correctly at this time.
    3. If a smart group with the same name does not exist, one will be created. If a smart group with the same name does exist, the search rules will be changed to match the exported group. When the rule is changed, the library needs to be opened and closed to reload the group information.

    Windows:
    1. Download the ImportExportSmartGroupsPluginWindows.zip file
    2. Exit EndNote.
    3. Create a directory 'My Documents\EndNote\Plugins' if it is not already present.
    4. Extract the attached zip file and move the file called: 'ImportExportSmartGroupsPlugin.dll' to the 'Plugins' folder.
    5. Start EndNote and choose 'Tools -> Import/Export Smart Groups'.
    6. Import or Export the Smart Group Information as needed.

    Mac:
    1. Download the ImportExportSmartGroupsPlugin_Mac.zip file
    2. Exit EndNote.
    3. Create a directory '/Users//Documents/EndNote/Plugins' if it is not already present.
    4. Extract the attached zip file and move the file called: 'ImportExportSmartGroupsPlugin.bundle' to the 'Plugins' folder.
    5. Start EndNote and choose 'Tools -> Import/Export Smart Groups'.
    6. Import or Export the Smart Group Information as needed.

  13. Converting a Reference Manager database to EndNote
    1. From the File menu, select Open > Open Library to display a Select a Reference Library dialog.
    2. At the bottom of the dialog, select Reference Manager Databases (*.RMD) from the "Files of type" menu.
    3. Use the file dialog to navigate tothe folder that contains the Reference Manager database that you want to convert to EndNote. Highlight the database name, and then click the Open button. A "Convert Reference Manager Database" dialog will appearthat lets you know that the database must be converted for use.
    4. You can either:
      - Click Convert to proceed with the conversion. This option allows EndNoteto automatically convert Reference Manager ref-erence types and fields to EndNote. It also leaves all file attachments stored in Reference Manager references intheir original location.
      - Click Customize if you want to modify the mapping of individual Reference Manager reference types to EndNote reference types and Reference Manager fields to EndNote fields. This option is useful if you have created customized reference types in Reference Manager.
      - Use the top panel of the dialog to map each reference type to a corresponding EndNote reference type. When you highlight a setting in the top panel of the dialog, you can change the field mapping for that reference type in the bottom panel of the dialog. Click OK to save changes to the mapping.
      - Click the Reset to Default Map button if you want to discard your changes and return to the default mapping set.
      - Click OK to save your changes when you are finished using the Field Mapping tool.
    5. Click the Convert button if you donot have any additional changes to make.
    6. On the "Save Converted Library as" dialog, give the new EndNote library name (the default file name is thes ame as the old Reference Manager file name).

  14. My Mac saves "filename".dmg as "filename".dmg.html. After opening the file, strange characters appear. What should I do?

  15. To solve this, just remove ".html" from the file name. The correct file name should be "filename".dmg.

  16. Sharing EndNote Libraries

  17. EndNote is a multi-read application (and not a multi-read-write application). This means that, if we are talking about one specific library (database), this library can only be opened by one person at the same time in the write-mode. The other users can not open the library at that same moment. In read mode several users can read from the library at the same time. In read-mode about 99% of the functionality can be used (except for writing/entering references, removing and changing term manager lists etcetera).

    Recommendation for shared EndNote libraries:

    Step 1: Create a library (write library). Grant access to this database only to team members who need Write access (library maintainers). They will be able to write in this library and make changes.

    Example:

    H:\EndNote\Libraries\Write\UMC_central.enl

    H:\EndNote\Libraries\Write\UMC_central.data

    Step 2: Now create an exact copy of this library and call it the “read library”. Give all other EndNote users of this team read-only rights to this library (On the read file and folder).

    Example:

    H:\EndNote\Libraries\Read\UMC_central.enl

    H:\EndNote\Libraries\Read\UMC_central.data

    Assign read or read/write rights trough the operating system (Windows explorer)

    Step 3: Copy the content of the write library folder to the read library folder and overwrite it every.....(e.g. every day/night/week, whatever is convenient). This can be done by using a simple script or batch command.

    Example batch command

    xcopy H:\EndNote\Libraries\Write H:\EndNote\Libraries\read /Y

    robocopy "\\SERVER\EndNoteLibs\EndNote_Read_Write$" "\SERVER\EndNoteLibs\EndNote_Read$" /M /E /ZB /B /MIR /V /LOG:"K:\Data\EndNote_Read_Folder_UpdatedOn.txt" /Z /R:10 /W:5

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