FAQs
FAQs
Pre-Sales
What is the delivery format of TurboCoder/TurboGrouper and is it secure?
TurboCoder/TurboGrouper are only available as very small secure Code Signed download Apps. TurboCoder/TurboGrouper have the significant advantage of downloading very quickly, and include a built-in 32-bit CRC to ensure that they are not corrupted or contaminated in transit, and that you always have a complete and authentic TurboCoder or TurboGrouper on your system.
What operating systems does TurboCoder/TurboGrouper support?
TurboCoder/TurboGrouper can only run on Windows OS, and supports Windows XP, 7, 8.1, 10 and 11.
TurboCoder/TurboGrouper are compatible with Terminal Server and Citrix. Please purchase a network licence when using these environments.
Apple MAC users need to install Windows OS to run TurboCoder/TurboGrouper in the Windows environment.
Mobile apps (iOS or Android) are not available for the 11th and 12th Edition TurboCoder.
What access privilege is required for Network installation?
You must purchase the TurboCoder and TurboGrouper Network Versions to operate on a Network, and these versions incorporate the EIS proprietary Multi-User network software that is extremely efficient and supports large numbers of users on the server with minimal load on the network bandwidth.
Do you offer a free trial?
Yes, a 14-day free trial is available. Please email us at euroinfo@eis.com.au and provide your full name, organisation, position, phone number, email address, country, which edition and the reason you require the free trial.
Can I get an automatic upgrade for TurboCoder from the old edition to the new one?
No, the old editions are not upgradable to new editions. TurboCoder Editions are all separate programs which can run in parallel on your PC.
After-Sales
I didn’t receive the licence email?
Please check your spam folder first. If you still can’t find the licence email, please email us at euroinfo@eis.com.au or call us on +61 (0)2 9411 3711 with your Licence Name, email address and date of the purchase.
I had difficulty installing the TurboCoder/TurboGrouper. Where can I find the installation instructions?
Please note both the Licence Name and Subscription Key are case-sensitive and check if you have entered these details precisely as provided in the licence email.
Please watch the installation videos:
Standalone licence: Single-User PC Licence Installation Guide (TurboCoder, ICD-10-AM) – YouTube
Network licence: In order to install the Network version into a shared folder, the installer will need write access to the shared folder and the users will need read access to the shared folder and its contents. Network-User Licence Installation Guide (TurboCoder, ICD-10-AM) – YouTube
Too many download attempts?
This message only occurs when you have tried to download the App more than four times. Please email us at euroinfo@eis.com.au or call us on +61 (0)2 9411 3711 with your Licence Name, Transaction Number and email address and we will reset the download control.
Can I transfer my standalone licence to my new PC/laptop?
Yes, please uninstall the TurboCoder/TurboGrouper first and then contact us to enable your licence for the new PC/laptop by either emailing us at euroinfo@eis.com.au or calling us on +61 (0)2 9411 3711 with your Licence Name, Transaction Number and email address.
How often are TurboCoder/TurboGrouper updated?
TurboCoder and TurboGrouper are updated over the air on a quarterly basis (March, June, September and December). You will receive an email or an automatic prompt to remind you to download the update.
Are there any videos to help me better use the TurboCoder/TurboGrouper?
Yes, there are many Training Videos on YouTube along with TurboTips: Extract maximum value from TurboCoder and TurboGrouper – YouTube.
What are your business hours?
Our business hours are from 8.30am to 5.30pm Monday to Friday Sydney time (AEST or UTC+11), and we are closed on Saturdays, Sundays and Australian NSW Public Holidays. We endeavour to respond within 24 business hours of receipt of any support enquiry.