Test FAQ Troubleshooting Guide

Because we are a small business, we do our best to provide personal and immediate customer support. However, we are unable to offer technical support for the assistance to troubleshoot technical problems with computers, tablets, or cell phones when taking our tests or purchasing our products.

Please see the list below to address any problems that you may be having taking a test or purchasing a product.

I cannot get into my test.

Problem:

1. If you were not taken directly to your test after leaving the shopping cart

2. If you get kicked out of the test

3. If you were not able to complete the test and need to log back in to do so

Solution:

1. Follow this link

2. To log back into your test, enter ONLY the name and email address you used to purchase the test.  

3. Do not enter anything into the "code" area unless you were instructed to do so by Enneagram Explorations.

I did the above and still couldn't log in.

1. Clear out your cookies and browser cache.

2. Repeat instructions above under "solution."

If you are still having issues, please email our office manager Aaron at aaron@enneagram.net. As these will be the suggestions you are given, please do not contact Enneagram Explorations until you have tried the steps listed above.

Problem:

The test buttons are not responding, and the test is not progressing to the next page.

OR

The test shopping cart is not allowing checkout or for me to select the tests that I want.

Solution:

1. Computers at hotels and/or internet cafes, as well as computers given to employees to use on the job often don't allow the use of cookies, and/or do not have Adobe Flash software.

Both are needed for the shopping cart and the Enneagram tests to work correctly. Please try the above solutions on a personally owned computer at home. Please enable cookies, Javascript, Adobe Flash (which should be pre-installed).

2. Check your browser - if you using an older version of Internet Explorer on a PC, please update to the latest version.

Again if you are using Internet Explorer in an office environment, it may have been altered by an IT department which is what is causing the problem. Many people take the test at work without problems on Internet Explorer.

3. If you have tried #1 and #2 and you are still having issues, please try clearing out your cookies and browser cache, and try again.

4. If you have attempted all of the above and you are still having issues, please contact our office manager Aaron at aaron@enneagram.net for additional assistance.

Using Test Codes

1. Follow this link

2. To log into your test, enter your name, email address and the test code you were given.  

3. Your test results will be sent to the email that you used to log into the test.

4. If you have to re-login to the test, you must use the same emial address you used the first. It is common for people to forget which email they used the first time and then they are unable to log back in.

Test Codes For Coaching Sessions

Test codes for coaching sessions must be made individually by Aaron our office manager, as they are not generated automatically or electronically upon the purchase of a coaching package.

Therefore, please be patient after the receipt for your session has processed to give Aaron time to see your purchase and send your code. She will typically respond with a code in under 24 hours, however if 24 hours have passed and you still have not received your code then please email her at aaron@enneagram.net letting her know that you still need one.

Test Results

Once you have finished with your test, please make sure you have clicked submit and viewed your results online.

Once you have seen your online results, a copy of those results should be sent to you soon after at the same email address you used to purchase the test and log in. Please check your email inbox for your results before emailing for another copy.

Also, please save your copy of your test results, as we do not save or store these in a database and if you lose your results we will be unable to retrieve them later.

My test results never arrived. (For tests taken within the past month)

Solution:

Try checking the spam folder connected to your email account to make sure that the test results did not get caught in spam filters.

Also, be sure to add etest@enneagram.net to your address book to ensure that all future test results arrive in your inbox.

If you cannot locate your test results and at it has been at least 24 hours since you took your test, please email aaron@enneagram.net and she will send you a new copy.

I took a test several months or years ago and I would like to get a copy of those results.

We do not store nor have access to past test results on our system, therefore we apologize but we are unable to send old copies of test results.

 

Digital Product Troubleshooting Guide

Note: All download links will be sent in a separate email with the name of your product listed in the subject line.

Problem:

I never received a download link for the digital product I just purchased.

Solution:

Try checking the spam folder connected to your email account to make sure that the download link email did not get caught in spam filters.

Also, please note the email address used to purchase the product. If you have a specific or designated PayPal email address that is not your regular email address, the download link will go to that email address because that is the email you used to purchase the product. Check that email address for the download link, as well as the spam folders before emailing for a new link.

If you cannot locate your download link email and at it has been at least 24 hours since you purchased your product, please email aaron@enneagram.net and she will send you a new link.

Problem:

My download link has expired and I can't get download my product now.

Solution:

Please note that download links expire after multiple failed download attempts and/or after 120 hours (5 days) for security purposes.

After that time, you will need to email our office manager Aaron at aaron@enneagram.net and she can re-activate your link.

Problem:

I am trying to download my product to my iPhone, iPad, or other mobile device and I can't seem to get it to work and am unable to access my product.

Solution:

All of our digital products with the exception of booklets are compressed into zipped folders in the form of a .zip file. This file must be unzipped and unpacked first, before your product can be accessed.

Once the file is unpacked/unzipped onto your computer, you will see your files inside of a folder which you can then sync to a device.

We do not offer technical support beyond this point, and cannot give further instruction regarding how to open a .zip file, how to sync the contents to a particular device, etc. We would suggest using Google to find instructions and assistance with any issues related to using the file with your particular computer or device.

Problem:

If booklets can be saved directly to a mobile device, how can I download and save my booklet to my device?

Solution:

If you are using an iPhone or iPad, you can download your booklet PDF directly onto your phone by clicking the download link provided in your email. Remember, these files are somewhat large in size, so give it some time to download.

Please note that you will use data downloading the PDF if you are not connected to Wi-fi and it will take substantially longer. Once the file is finished downloading, the browser will indicate that the file has finished downloading and ask you how you'd like to open it.

Indicate that you'd like to open the file in iBooks (or the app of your choice for reading) and the file will then open automatically and be saved into that app for future reading.

We do not offer technical support beyond this point, and cannot give further instruction on this topic. We would suggest using Google to find instructions and assistance with any issues related to using the file with your particular computer or device.

 

Thank you for your business! For other questions or concerns not covered in our troubleshooting guide, please email info@enneagram.net. Thank you.