Frequently Asked Questions

Windows
* XP, Vista, and Windows 7
* Microsoft Internet Explorer 7.0 or higher
OR
* Mozilla Firefox 3.0 or higher
* Acrobat Reader 8 or higher is required for printing cases and articles from Harvard Business School Publishing (HBSP). HBSP content is protected with digital rights management (DRM) software to prevent unauthorized redistribution. XanEdu uses the FileOpen Publisher plug-in to enforce DRM.

Note: Multimedia business content requires Windows XP, Internet Explorer 7.0, Windows Media Player 10, and Acrobat Reader 8. This content is not currently supported on a Macintosh platform.

Macintosh
* 0S X 10.5 or higher
* Safari 4 or higher
OR
* Mozilla Firefox 3.0 or higher
* Acrobat Reader 8 or 9.4 is required for printing cases and articles from Harvard Business School Publishing (HBSP). NOTE: ADOBE READER x (10.0) IS NOT SUPPORTED.  HBSP content is protected with digital rights management (DRM) software to prevent unauthorized redistribution. XanEdu uses the FileOpen Publisher plug-in to enforce DRM.

Browser support
XanEdu is committed to developing powerful, easy-to-use features in our products. We strongly recommend that you use the latest versions of the supported Microsoft Internet Explorer and Mozilla Firefox browsers. While you may be able to access XanEdu products with older versions of these browsers, you may miss out on some important features. Although XanEdu Customer Service is always available to help you interact with our products, they will not be able to solve all issues associated with older browsers. You can download the latest browser versions here:
Mozilla Firefox
Microsoft Internet Explorer

You will need the following plug-ins to open some CoursePack content.
Adobe Acrobat Reader
FileOpen

Note: Instructors working in the CoursePack Editor with very large CoursePacks may experience system problems related to insufficient memory. Variables such as the number of applications running, the operating system in use, and the browser version can combine to create the problem.
 

This can happen when you are using a firewall. Make sure that http://www.xanedu.com is an allowed site in any internet security settings, and that any pop-up blockers are disabled.

Make sure you are logging into the correct account. Many times students have created multiple accounts and have mistakenly logged into the wrong one. If you do not know whether you have multiple accounts, or if you know that you have logged in to the correct account, please contact Customer Service. 

First, try clearing your cookies and temporary internet files. Follow these steps:

If you are using Internet Explorer:
1. Open your browser, and select Internet Options from the Tools menu.
2. On the general tab, click Delete Cookies. to clear all cookies, and click Delete Files. to delete any temporary internet files.
3. Close all open browser windows, then reopen a browser window.

If you are using Firefox:
1. Open your browser.
2. Select Options from the Tools menu. Then select the Privacy category and click Show Cookies.
3. Delete all cookies by clicking Remove All Cookies.
4. Under the Private Data section click Clear Now to clear your temporary internet files.
5. Close your browser, and reopen it.

Once you have cleared the files and cookies, go to www.xanedu.com and log in.

If you are still unable to access the articles and are behind a firewall, you may need to disable the firewall or try accessing the content from a different location.

If you still have difficulties, and if the article is not DRM-protected, you can save it to your local drive. Right-click on the link and select Save Target as from the pop-up menu. 

This error message indicates that you are behind a firewall that is blocking communication from our site. If you can, disable the firewall and try to access the article again. If you cannot disable the firewall, you may need to try accessing the content from a different location. Please see further instructions at: www2.xanedu.com/DRM

These copyright-cleared articles are scanned PDF files, and are very large. If you are on a dialup connection, it could take a long time to open them. You may want to save them to your local drive. You can then open the file from your hard drive, where it should open much more quickly. Remember, it is still a very large file. To save an article to your hard drive, right-click on the article link and select Save Target as from the pop up menu.

If you have received this error message, there is a problem with the article itself. Please email the error message and the article citation to techsupport@xanedu.com, or contact us directly during support hours.

Check your browser version and the version of Adobe Reader that you are using. You need to have at least IE version 7.02 or Safari 5.0 and Adobe Reader version 8.0. If you don't have the current versions, please see the system requirements to upgrade.

If your browser and Adobe Reader versions are current, and you still have the problem, you may be experiencing a delay because of the size of the file. This happens most often if you are using a dialup connection. Please give the document time to load, even if the page says “Done” at the bottom.

11. When I tried to open my article, I received a message saying “error reading linearized hint data.” What does it mean?

The problem is that you have an incorrect version of FileOpen. This is easy to fix.
1. Click your Start button; choose Search for Files or Folders.
2. Search for fileopen.api.
3. Once you have the search results, delete all of them.
4. Go to www.xanedu.com and log in to your account.
5. Click on the Plug-Ins selection on the left menu.
6. Reinstall the FileOpen plug-in.
7. Restart your computer.
8. Try to access your article again.

If you purchased the digital option with print copy mailed to you, you will not be able to print DRM-protected articles. Harvard Business School Publishing licenses one print copy per purchase, and the printed copy that we are sending to you qualifies as that one print copy.

Harvard Business School Publishing licenses one printed copy per purchase, and allows three print attempts to actually print that one copy.

If you have attempted to print more than three times, you will get this error message. Please contact Technical Support at techsupport@xanedu.com, or contact us directly during support hours to have the print count reset.

First, make sure that you are using the Print button from within Adobe Reader and not the browser Print button. If you select Print from the File menu, or use the browser's print button, the article or case will not print properly.

Second, make sure to enable Print as Image from the Adobe Reader print dialog. If you are using Adobe Reader 8.0 and up, click Advanced. The option will appear on the popup print settings dialog box.

If you have a slow connection, or if the file is extremely large, you may need to print your article 5 – 10 pages at a time using the page range option on the print dialog. We recommend printing on a laser printer and not an ink jet printer due to the large size of many of the files.

Try uninstalling all the Adobe-related programs from your computer and then reinstall Adobe Reader only (Note: when you download Adobe Reader 9 from www.adobe.com, it is usually downloaded along with Photoshop, you will need to only reinstall the Adobe Reader without Photoshop). If you don't see the option for installing only the Acrobat Reader when reinstalling, go back to www.adobe.com and select Get Adobe Reader. When the language, platform and connection speed for the download have been selected, if you see a checkbox that says download Photoshop, uncheck the box. After this proceed with the download process.

 

1. Go to www.xanedu.com.
2. In the Students section of the page, click on the link that reads 'Register'.
3. In the registration section, select 'click here' under "If you are a Student...".
4. Enter your first name, last name, email address and select your country.
5. If you are in the US, and you are attending a distance learning institution, under the State/Province of your institution, select 'DISTANCE LEARNING'. Otherwise select the state in which the school is located.
6. Select your institution.
7. Enter your desired username and password.
8. Confirm your password.
9. If you have purchased a CoursePack and already have an Access key, you can enter the Access key to add the CoursePack to the account that you are creating. If you do not have one, you can later obtain an Access Key at your bookstore and add it to your account to have access to the CoursePack.
10. Click 'Submit'. At this point, if you filled all the required fields, you should see a confirmation screen. You can now log into XanEdu and read your CoursePack.

1. Go to www.xanedu.com.
2. In the Student section of the page, click on the link that reads 'Register'.
3. In the registration section, select 'click here' under "If you are a Student...".
4. Enter your first name, last name, email address and select your country.
5. If you are in the US, and you are attending a distance learning institution, under the State/Province of your institution, select 'DISTANCE LEARNING'. Otherwise select the state in which the school is located.
6. Select your institution.
7. Enter your desired username and password.
8. Confirm your password.
9. Click on 'Submit'. At this point, if you filled all the required fields, you should see a confirmation screen. You can now log into XanEdu and purchase your CoursePack.
10. Under the box titled "My CoursePacks", click the link that says "Buy a new CoursePack". Once you have completed the purchase, you will be able to access your CoursePack online, unless it is a printed CoursePack. If it is a printed CoursePack, it will be shipped to you.

If you used the key when you registered, the CoursePack is already in your account. You do not need to use the key again. Go to www.xanedu.com and log in. You will see the CoursePack listed under My CoursePacks.
To open the CoursePack, select it and click Go. You will be taken to the table of contents, where you may choose what article you would like to open.

If you do not find the CoursePack in your account, please contact Customer Service at cust.serv@xanedu.com or call 800-218-5971 for customer support.
If you cannot remember your user name and password, try one of these options:
• Look for the email that was sent to you when you registered.
• Click the Can't Log In?  link on the XanEdu homepage.
• Contact Customer Service directly during regular business hours.

You will need to choose Distance Learning as the state, and then you will be able to find your institution on the institution list.

Note: If your institution has a physical location, but you are taking an online course from the school, you will find the school listed under the state in which it is located.

If you are taking online classes from a school that has a physical campus, you will need to register under the state in which the school is located. For example, UCLA-Extension is under California.

All students from Capella must purchase their CoursePacks from MBS Books.

MBS either sends an access key via email (if the CoursePack is online only) or in the same package as the printed copy. You will need to take that access key and enter it into your XanEdu account. Once you have done that, you will have access to your digital CoursePack.