Troubleshooting

Windows says the installer “isn’t commonly downloaded”

When you download edubook-pro-setup.exe, Microsoft Edge / Chrome may show a yellow warning saying the file “isn’t commonly downloaded. Make sure you trust this file before you open it.” Sometimes after double-clicking, a blue Windows protected your PC screen appears with a tiny More info link.

This is not a virus alert and does not mean the file is corrupted. Microsoft SmartScreen flags every Windows installer that hasn’t been downloaded by enough users to build a “reputation,” even when the file is perfectly safe. Brand-new desktop apps always start at zero reputation.

To install:

1. In the browser’s Downloads popup, click See more (or the ⋯ menu next to the file).
2. Click Keep, then Keep anyway if prompted.
3. Open the file. If the blue Windows protected your PC screen appears, click More info → Run anyway.

Windows remembers your decision after the first install — you’ll never see the warning again on the same machine. We’re working on a code-signing certificate that will remove the warning entirely on a future release.

”This device was signed out” — DEVICE_REVOKED lock screen

This appears when an administrator removes your device from the subscription, or when this machine has been marked as removed in your Devices list. Two ways to recover:

• You’re the admin — open EduBook on a different machine where you’re still signed in, go to Settings → Devices, and check the Signed out section. The lockout was deliberate; either let it stand or sign that machine in again from the welcome screen.
• You’re a staff member — ask your administrator to free a slot by signing another device out, then click Sign in again on the lock screen and re-enter your credentials.

”Device limit reached”

Your subscription includes a fixed number of devices (Starter 5, Pro 15, Enterprise 50). When you try to sign in from a new machine and that limit is full, the login screen shows a picker dialog of every device currently using a slot. Pick one to sign out so this device can take its place — no admin help needed.

”Email isn’t sending”

Settings → Emails → click Send test email. If the test fails, common causes:

• Wrong port. Use 587 for TLS (most providers) or 465 for SSL.
• Username / password mismatch. Some providers require an app-specific password (Gmail, Outlook with 2FA enabled).
• Firewall blocking outbound SMTP. Try from a different network.

”Activation code rejected”

• Codes are uppercase with hyphens. Copy-pasting from email sometimes pulls in a trailing space — try retyping the last few characters.
• The code may have been redeemed already on another machine. Email service@edubookapp.com and we’ll reissue it.

”I’m in grace period — what does it mean?”

Your subscription’s end date has passed. EduBook keeps you working for 7 more days:

• Days 1-3 — full access; banner only.
• Days 4-7 — read-only; you can view but not edit.
• Day 8+ — locked out; data preserved. Renew to restore access.

Settings → Subscription has the Renew button + status panel.

”I forgot the admin password”

The login screen has Forgot password? at the bottom. EduBook emails you a reset token. If your SMTP isn’t configured yet (or you don’t have access to the inbox), email service@edubookapp.com and we’ll reset it manually.

”Bookings table won’t load”

Try:

1. Restart the app.
2. Check Settings → Subscription — if you’re in expired state, the app is read-only and some lazy-loaded views may fail to render.
3. Email us with the error text from the developer console (Ctrl+Shift+I → Console tab).

”Reports show 0 even though I have data”

Reports filter by active semester by default. If your students were enrolled in a previous semester, switch the filter at the top of the Reports page.

”Public booking page shows 404”

• Confirm your tenant slug is set in Settings → General.
• The URL format is book.edubookapp.com/<your-slug>/booking.
• If the slug is correct and you still see 404, the public hosting may be temporarily down. Try again in a few minutes; contact support if it persists past 30 minutes.

”Can I move my data to another computer?”

Yes — sign in on the new machine using your existing email + password. EduBook will register the new computer as a device on your subscription automatically (subject to your plan’s device quota). Your data lives on the cloud, so it’s already there.

Still stuck?

Email service@edubookapp.com with as much detail as you can provide — what you were doing, what you saw, and a screenshot if possible. We’ll get back to you within one business day.