Getting help
The support page is broken into sections based on the type of problem encountered:
If you are having problems with the software that is not covered in these pages, please contact us at support@examsoftware.co.uk and supply us with the following information:
- A description of the problem and the steps you took that lead to it
- The log file created when the software exhibited the problem - see here for details
- A screenshot if possible
- Your serial number
- If the problem relates to activating the software, please also let us know:
- Whether you are using broadband, dialup or a corporate network
- Whether you are using a proxy server
- Whether you have a network security tool restricting internet access (such as Zone alarm)
It doesn't matter if you don't have the answers to all the above questions, we'll do our best to get you up and running as soon as possible.
Activating the Software
The internet connection required to activate the software has been the primary issue we have been contacted about so far, and this is often out of our control. We will, however, do what ever we can to help you.
As of version 1.34 the messages have been amended to include an error code, this is because the exam authors have the ability to customise the text of the error message and so a static reference is required. Your error messages may not contain the exact text as described below but, if you are running 1.34, the LS* reference will be there.
If you are running an earlier version of Athena, you will not have these error codes but you should see an error message similar to the below
- I get the message LS0001 "It has not been possible to register the serial" and the software only lets me access the practice mode
- I get the message LS0002 "The licensing server cannot be found..." and the software only lets me access the practice mode
- I get the message LS0003 "An unexpected error has occurred when trying to contact the licensing server" and the software only lets me access the practice mode
- The software loads up, asks for a serial, but then nothing happens
Running the Download Version
To install and run the download edition of Athena you simply need the right Java runtime installed. When you run the application you will be asked whether you trust software from us, you must say yes at this point or the application won't start
NOTE: Follow this link for Detailed installation instructions
Below is a list of common problems, should you encounter any problem not listed, let us know and we'll update these pages to help other people who may have similar issues.