Frequently Asked Questions

  1. Computer Hardware & Software Requirements
  2. Product Activation
  3. ChemSketch
    1. Commercial
    2. Freeware
  4. NMR
  5. MS
    1. ACD/MS Manager
    2. ACD/IntelliXtract
    3. ACD/MS Fragmenter
  6. Chromatography
    1. ACD/ChromManager
    2. Waters Empower2 Software
    3. ACD/ChromGenius
    4. ACD/LC Simulator
  7. UV-IR
  8. Naming
  9. Input/Output Formats

Important Information

Q: How much does the software cost? How can I buy it?

A: This is a surprisingly complicated question. We offer discounts for academics, government institutions, and others, as well as bundle and volume discounts. So, the answer really depends on for whom you work, what you need, and how you deploy it. Your ACD/Labs Account Manager or Distributor will help you figure out what you need, arrange for a software evaluation, figure out for which discounts you are eligible, and how best to deploy the software. Plus, they are very knowledgeable and friendly. Contact your ACD/Labs Account Manager or Distributor.

Q: Can I try the software before I buy it?

A: Yes! Your ACD/Labs Account Manager or Distributor can arrange for an evaluation copy.

Q: What is software maintenance? Do I need to buy it?

A: We strongly recommend maintenance, but it is not required. Software maintenance includes technical support and software upgrades. We offer phone and email technical support, and will respond to your question within two business days. As well, ACD/Labs periodically upgrades our software with new features. When you buy the software, you own the version that you bought forever, but maintenance is required for access to upgrades and improvements.

Q: Where can I find manuals?

A: Manuals are included with your software installation. There are two types of manuals, Tutorials will help you get started with the software, and Reference Manuals explain the details of how software commands and functions work. There are many ways to access manuals.

  1. WIthin the software:
    1. Open your software.
    2. From the Help menu, choose Documents, and choose the manual of interest.
    3. Only the manuals for the software module that is open will be accessible (i.e., you won’t be able to find ChemSketch manuals if you are in the SpecManager Processor window)
    4. If you are using a software function, and need the parameters in a dialog box explained, click Help in the bottom right corner.
  2. From the Windows Start menu:
    1. Choose All Programs, and then select ACDLABS 12.0 (or appropriate version number).
    2. Next, select the GUIDES folder, and choose the manual of interest.
  3. Using Windows Explorer:
    1. Open your ACD/Labs installation folder, e.g., C:\Program Files\ACD12\.
    2. Open the DOCS folder.

ACD/Labs also offers customzied training courses via the web, or in person.

Contacting Technical Support

Hours for support are Monday-Friday, 9AM-5PM (EST).

Phone: 1-800-304-3988
Web: http://www.acdlabs.com/support/supportrequest.php
From within the software:
To setup the reporting options:

  1. From the Help menu, choose Bug Report Settings.
  2. Enable either ‘Go to the ACD/Labs Bug Report Page’ or ‘Send E-mail to ACD/Labs Bugs Processing Center’.
To send a request to support:
  1. From the Help menu, choose Bug Report/Feature Request
  2. Depending on your selected options from above, you will either be sent to the web page or your default e-mail program will compose a new message with important information about your installation already included to send to support.

Please keep your License ID number handy when you call the support line.
See also Technical Notes - which explains how to perform specific series of tasks with the software.