Support

Product Technical Support and Order Management Customer Service for Pearson IT Certification and certification titles from other parts of the InformIT Network -- Cisco Press, Adobe Press, Microsoft Press, Peachpit
 

Welcome to the support page for pearsonITcertification.com. Here you will find answers to common product technical support and customer service/order management questions, as well as phone and chat contact options, for help with our certification learning products.

Pearson IT Certification is a member of the InformIT Network of sites from Pearson. Other sites in Pearson's InformIT Network include InformIT, Cisco Press, Peachpit, and the Microsoft Press Store by Pearson.

Quick Links: Order ManagementProduct/Tech Support

 


 

Order Management FAQs

  • My order will not go through

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    A variety of data and security issues may cause problems when you are trying to place an order.

    • The country of the billing and shipping addresses must match.
    • If after you enter your mailing address, the site offers a "verified address" as an option to select, and it is correct, please select it.
    • Due to fraud patterns from other orders, your order may be inadvertently caught in our fraud check tools.
    • Due to high fraud activity, accounts associated with the following email domains are permanently blocked from purchase on Pearson storefronts:
      • 163.com
      • fastmail.com
      • qq.com
      • ymail.com

    Please make sure the email address associated with your account is a valid and unblocked domain, that the countries of your shipping and billing addresses match, and that you have selected a verified address—then try to place your order again. If the problem persists, contact our Order Management team via the phone or chat options to the right, or email customer-service@informit.com for help in placing your order.

  • I can't find my country in your shopping cart

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    We apologize, but at this time, we do not offer purchases into your country. There may be one or more possible reasons that we are unable to offer shipments and digital product sales to your country, including but not limited to United States embargo laws, International distribution rights, International laws, or high fraud patterns.

    Please visit Pearson.com for a list of international Pearson offices that may offer a purchase option for you.

  • What are your shipping rates and taxes?

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    Visit the Ordering and Shipping Information page to learn about shipping options, prices, and stipulations (including APO/FPO), as well as find information on backordered products, billing, sales tax, and returns.

  • How do discount codes work?

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    If you have received a discount code, you will have the option to enter it during checkout. Codes that can be used more than once are saved to your account, so you may also select a code to use during checkout.

    Discounts are applied to the list price of a product, not the already discounted price displayed on product pages.

    Discount codes have set expiration dates. Be sure you are using a current and active discount code when you place your order.

    Some products are not eligible to receive additional discounts, so your discount code may not be applied to all items in your cart. Discount codes cannot be applied to:

    • eBook Deal of the Week
    • Video Deal of the Week
    • Book + eBook "Best Value" or "Additional Savings" bundles
    • Promotional "bundles" that have fixed prices
    • Products with special discounts applied as part of a promotional offering
    • Products that are being promoted at one of our retail partner sites
    • O'Reilly Online Learning live training sessions
    • Non-discountable titles

    Only one discount code can be used per order.

  • I pre-ordered an eBook which is now published, and it has not been delivered

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    Please contact our Order Management team via the phone or chat options to the right, and provide your order number. Our team will research the order and work to deliver any outstanding published products.

  • My pre-order or backorder was canceled

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    When an order is placed, your payment option is not charged until the order ships. So when a pre-order or backorder is placed, your payment information is stored for a very limited time—and if the order does not ship within that time, we delete that payment information, and the order must then be canceled. This policy protects your payment information from being stored beyond a reasonable period to fulfill your order. Orders may take longer than expected to fulfill due to a variety of issues including product content changes, paper stock availability, printer schedules, transportation problems, digital file production issues, and more.

    Please place a new order once the product is published or back in stock. For help, contact our Order Management team via the phone or chat options to the right, or email customer-service@informit.com.

  • I want to return a product for a refund

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    Electronic Goods: eBooks, digital audio, digital videos or other digital goods may not be returned for a refund. We do not offer a refund policy because it is impossible to return a digital good.

    Physical Goods: If for any reason you are not satisfied with your purchase, you may return your book(s), unopened CDs, unopened DVDs, or unopened software, in resalable condition with an RMA (Return Merchandise Authorization), within 30 days of purchase for a full refund. Products should be shipped prepaid via a traceable method such as UPS. To request your RMA, please email customer-service@informit.com with details including your order number, the name and ISBN of the product you wish to return, and the reason for the return. Please affix the barcode that comes with the RMA to the outside of the package. Returns received without an RMA will be rejected. Customers are responsible for return shipping fees for any rejected return received without an approved RMA.

    Return merchandise to:
    Pearson Returns Facility
    5536 West 74th Street
    Indianapolis, IN 46268

  • How can I find out about international sales and translations of your products?

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    If you live outside the United States, and would like more information on where you can buy titles in your country or on what translations are available, please visit Pearson.com to find the distributor of Pearson books in your area. Contact information is listed for each distributor, who can give you more information on how to obtain English-language or translated titles.

  • All other order management questions

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    For any other questions about orders not covered in the previous items, please use the phone or chat options above to contact our Order Management team.

 


 

Product/Tech Support FAQs

Jump to: Common issuesPearson Test PrepNetwork Simulator

  •  
    Common issues

  • Account login help needed

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    If you are having trouble accessing your account on any of the InformIT Network sites, please use the phone or chat options at right to contact a Tech Support representative. InformIT Network sites include:

    Pearson IT Certification
    InformIT
    Cisco Press
    Peachpit
    the Microsoft Press Store by Pearson

  • Registering a product for access to bonus content or companion websites

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    Some of our products require you to register your purchase to your account on our sites, in order to access bonus content associated with the product.

    • To access bonus content for products you have registered, look for Access Bonus Content links on the Registered Products tab of your Account.
    • Bonus content does not exist for all titles. And sometimes it takes a few weeks after a title's publication for the bonus content to be finalized, submitted, and posted. This is usually author-dependent. It is posted as soon as it is ready.
    • If you purchased a product on an InformIT Network storefront, that product will automatically be registered to your account, and you do not need to complete any further steps. Look on the Registered Products tab of your Account page for any available Access Bonus Content links.
    • If you are registering a product you purchased elsewhere, you may be asked to answer a proof-of-purchase "challenge question" in order to verify that you own the correct product. This may ask about a word related to a numbered element in the book—for example, "What is the third word in the caption for Figure 3.1?" Be sure you identify the proper element; in this case it is Figure 3.1 and not Table 3.1 or Example 3.1. Challenge question answers are case-sensitive.
    • Only ISBNs sellable on pearsonITcertification.com or other InformIT Network storefronts may be registered to those storefronts. This means that standalone EPUB eBook ISBNs sold at retail, or Kindle eBook ISBNs sold on Amazon, will not be recognized by our registration system. Purchasers of those products should look for a Where are the Companion Files? page in their eBook, which will provide instructions on exactly what ISBN to register.
  • Cisco Networking Academy companion files

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    Cisco Networking Academy products published by Cisco Press are intended only for use in an instructor-led Networking Academy classroom setting, and are not intended for self-study use. These titles do not include any additional or companion files posted online at ciscopress.com or pearsonITcertification.com. For information on current courses and any accompanying lab materials, as well as any support questions related to Networking Academy content, please visit netacad.com, a Cisco site.

  • Do your eBooks have DRM or watermarks?

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    We heard from customers that you want to read eBooks and other online content that does not have DRM applied. We want to bring you our high quality content and serve it to you in the easiest, most convenient way possible. Most of our eBooks are sold with watermark technology to ensure valid usage. Read our Watermarked eBook FAQ for details.

  • Bonus content for the CCNA 200-301 Official Cert Guide Library Boxed Set

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    If you are a purchaser of the two-volume CCNA 200-301 Official Cert Guide Library boxed set (ISBN 9781587147142/1587147149), then in order to access the bonus content for CCNA 200-301 Official Cert Guide Volumes 1 and 2, you must register its individual print component ISBNs separately to your account.
     
    To access the companion websites for CCNA 200-301 Official Cert Guide Volumes 1 and 2, simply follow these steps:

    1. Go to www.ciscopress.com/register (you will be prompted to log in or create an account).
    2. Enter one of the print book ISBNs (Volume 1: 9780135792735, Volume 2: 9781587147135).
    3. Answer the security challenge question, to validate your purchase.
    4. Once validated, go to your account page and click on the Registered Products tab.
    5. Under the listing for the volume you registered, click on the Access Bonus Content link.
    6. Repeat these steps to register the other volume in this set.
  • Access Cert Flash Cards Online

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    This product line has been retired and is no longer supported.

  • All other product questions

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    For any product support questions not covered in the previous items, please use the phone or chat options above to contact our Tech Support team.

  •  
    Pearson Test Prep support

  • System requirements for Pearson Test Prep

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    Pearson Test Prep online system requirements:

    • Browsers: Chrome version 73 and above; Safari version 12 and above; Microsoft Edge 44 and above.
    • Devices: Desktop and laptop computers, tablets running on Android v8.0 and iOS v13, smartphones with a minimum screen size of 4.7".
    • Internet access required.

    Pearson Test Prep offline system requirements:

    • Windows 10, Windows 8.1
    • Microsoft NET Framework 4.5 Client
    • Pentium class 1 GHz processor (or equivalent)
    • 512MB RAM
    • 650MB hard disk space plus 50MB for each downloaded practice exam
    • Access to the Internet to register and download exam databases
  • Where are the Pearson Test Prep access codes?

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    We are retiring printed card inserts to make accessing your Pearson Test Prep Practice Test easier than ever before. As of October 2023, reprints and new editions of participating Official Cert Guide, Cert Guide, Exam Cram, and Exam Ref titles that once contained Pearson Test Prep access codes on cards inserted into the books now deliver access codes directly to your account page, no card needed.

    Visit pearsonitcertification.com/accesscodes for full details on how to find and redeem your access code.

    For participating titles published before October 2023, the access code may be found on a card inserted into the book. Books purchased in the used book market will not include this card and do not include permission to access the Pearson Test Prep Practice Tests.

    If you are unable to find the code, but can verify purchase of a new (not used) copy of the book or eBook via receipt or invoice, we may be able to provide a replacement code. Use the phone or chat options to contact a Technical Support agent and make the request.

  • Pearson Test Prep access codes for Kindle purchases

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    For titles published after October 2023, including reprints:

    Pearson Test Prep access codes will be delivered to all users (whether print or national eBook retailer) via registration of the print book ISBN on our web sites: pearsonITcertification.com, ciscopress.com, or informIT.com. Instructions for registering the ebook can be found on the Where Are the Companion Files? page in the eBook file. Once you register your book (print or national eBook), the Pearson Test Prep access code will be populated under the book listing on the Registered Products tab of your account page.

    For titles published before October 2023:

    When you purchase a Kindle version of a Cert Guide or Exam Cram title that features practice test access to Pearson Test Prep, then Amazon will send you your access code in a separate email from the purchase confirmation. This email is easily overlooked. Please check the inbox associated with the email address you use for Amazon purchases, including deleted and junk folders. .

  • Set up the Pearson Test Prep software for offline use

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    You can set up the software to run without an internet connection. First, run the program from a place where you can get the latest updates, while connected to the internet. Then, you can go into the Options tab and turn off the following options:

    • Automatically check for software updates
    • Automatically synchronize data with the online application

    This will allow you to run it offline, and it will not attempt to go online for any type of update or synchronization.

  • Reporting issues with the content of a Pearson Test Prep practice test

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    Please open the Practice Test program, click on Tools and then on Update Products to force the testbanks to update. Once updated to the newest version, you can click on the Send Feedback button on any questions that you believe may have an issue, to report that directly to the editors for that testbank.

    If you do not see a Send Feedback option, go to the Tools tab in the program and click Update Engine to make sure that the program is updated.

  • General errors or inconsistencies with the installed version of the Pearson Test Prep software

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    There may be a corrupted file in the exams. Please open the Practice Test program, click on Tools, and then on Update Products to force the testbanks to update.

    This issue and solution only applies to the desktop version of Pearson Test Prep. An alternative solution is to use the online version available at pearsontestprep.com.

  • Pearson Test Prep is stuck updating products / upgrading the database

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    Below are two install paths for the practice test software. Please check to see if you have the second path there as well.

    • C:\Users\<USERNAME>\AppData\Roaming\Pearson Test Prep\
    • C:\Users\<USERNAME>\AppData\Roaming\Pearson IT Certification Practice Test

    (where <USERNAME> is the Windows username)

    Please note the AppData folder is hidden by default, so you may need to adjust your folder options if you do not see it. This Show Hidden Files page has more information.

    If you see the second path, please go into the Control Panel and check to see if you have "Pearson IT Certification Practice Test" installed. If so, please uninstall it and go back into the AppData\Roaming and delete the "Pearson IT Certification Practice Test" folder if it is still listed.

    Then uninstall the Pearson Test Prep program and delete that folder in the AppData\Roaming folder too. Once that is done, try installing again using the PTP Engine download link.

  • Error: "Incorrect user for Access Code" or "Invalid User Name/Access Code"

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    There are several reasons your access code may not work:

    Are you using the account the code is registered to?

    • An "Incorrect User" error usually occurs when you install or validate the application using a different login name/email address than what the code was registered to originally. The code can only be registered to one login name/email address, so the same information must be used each time the program is installed. If the email account used when you originally purchased the product is no longer valid, it can still be used for login purposes, as the email address is just the login name.
    • For example, if you purchased a simulator from pearsonITcertification.com, then when you install the simulator and you are prompted to enter login credentials, you should use the same account you made the purchase with at that website.

    Did you purchase a used book?

    • Please note that the access codes included in the back of some products are single-user, single-use codes. Your code may have been used by the original purchaser of the book, and is now invalid for use by subsequent owners.

    Are you using this book in a library?

    • Libraries may purchase a single copy of a book which will then be checked out by multiple people. However, since these are single-user, single-use codes, the software for which the access code is used is not licensed for multiple users. Users may use the text but not the practice test, in a library environment.

    Are you accessing this book via Safari Books Online/O'Reilly Online Learning?

    • We do not provide replacement access codes for eBooks accessed via Safari/O'Reilly Online Learning subscription.
    • Safari/O'Reilly Online Learning is a library of many different eBooks, including Pearson titles, but does not include access to the Test Prep or Network Simulator programs. You would need to purchase either the physical or digital version of the specific product which includes access to the programs.
    • For help with your Safari/O'Reilly Online Learning eBook or video, contact their support team at 1-800-889-8969 [Mon-Fri, 1am–5pm Pacific Time, excluding US holidays] OR send an email to support@oreilly.com. Please provide as much detail as possible, including information about how you are accessing the service (when relevant).

    If none of these issues are the case, please use our chat or phone options to contact a tech support agent for help with a replacement code. You will be asked to show a valid receipt as proof of purchase. (Replacement codes cannot be provided without a valid receipt.)

  • Error: "Could not connect to Practice Test Service"

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    Below are two install paths for the practice test software. Please check to see if you have the 2nd path there as well.

    • C:\Users\<USERNAME>\AppData\Roaming\Pearson Test Prep\
    • C:\Users\<USERNAME>\AppData\Roaming\Pearson IT Certification Practice Test
      (where <USERNAME> is the Windows username)

    Please note the AppData folder is hidden by default, so you may need to adjust your folder options if you do not see it. Visit the Show Hidden Files page for more information.

    If you see the second path, please go into the Control Panel and check to see if you have "Pearson IT Certification Practice Test" installed. If so, please uninstall it and go back into the AppData\Roaming and delete the "Pearson IT Certification Practice Test" folder if it is still listed.

    Then uninstall the Pearson Test Prep program and delete that folder in the AppData\Roaming folder too. Once that is done, try installing again using the following the PTP Engine download link.

  • Error: "{spnet_users_getUserSalt} login error"

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    Typically, this occurs when an older installer is used or the correct .NET Framework client is not installed on the system or is corrupt. If you were installing that from the CD, try uninstalling that program and then reinstalling the most recent version of the PTP Engine software.

    If you still receive the error, please ensure that you have client 4.5 or newer installed. If this is installed please uninstall, reboot the computer, and reinstall .NET Framework client.

  • Error: Missing practice test, but says "already activated"

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    It may be that the activated exams did not update when this exam was added. To resolve, open the Pearson Test Prep program, click on Tools, and then click on Update Products to force the testbanks to update.

    This issue and solution only applies to the desktop version of Pearson Test Prep. An alternative solution is to use the online version available at pearsontestprep.com.

  • Error: "Update Failure"

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    Below are two paths that direct to where the logs or the file it reads from. Please check to see if you have the 2nd path there as well.

    • C:\Users\<USERNAME>\AppData\Roaming\Pearson Test Prep\
    • C:\Users\<USERNAME>\AppData\Roaming\Pearson IT Certification Practice Test

    (where <USERNAME> is the Windows username)

    Please note the AppData folder is hidden by default, so you may need to adjust your folder options if you do not see it. The Show Hidden Files page has more information.

    If you see the second path, please go into the Control Panel and check to see if you have "Pearson IT Certification Practice Test" installed. If so, please uninstall it and go back into the AppData\Roaming and delete the "Pearson IT Certification Practice Test" folder if it is still listed.

    Then uninstall the Pearson Test Prep program and delete that folder in the AppData\Roaming folder too. Once that is done, try installing again using the PTP Engine download link.

    This issue and solution only applies to the desktop version of Pearson Test Prep. An alternative solution is to use the online version available at pearsontestprep.com.

  • Error: "The installer cannot run in this UI mode"

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    The error message means you need to try running the installer in compatibility mode. Please try these steps:

    • Right-click on the EXE > Properties > Compatibility tab
    • Check the box for "Run in Compatibility"
    • Select the latest Windows version as applicable, from the drop-down menu
    • Click Okay
  • Error: "MAC Gatekeeper is damaged and can't be opened"

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    The error means there is an issue with the settings for Gatekeeper on your MAC. A security feature called Gatekeeper blocks programs with unsigned installers in recent versions of macOS.

    While pressing the Control key, click the installer or the application icon to open a contextual menu. Choose Open and you'll see a dialog that allows you to install the application. Follow the on-screen instructions to complete the installation.

    If you are not prompted to install the application, please follow the steps below:

    • Click the Apple icon in the top-left corner.
    • Click System Preferences.
    • Click Security & Privacy.
    • Under the General tab, set "Allow applications downloaded from" to "Anywhere."

    If you are using macOS Sierra 10.12, follow these steps:

    • Open Terminal. You can use the Mac search at the top right and start typing Terminal. It will appear, click on it to open the program.
    • Enter the following command syntax: sudo spctl --master-disable
    • Click return and authenticate with an admin password
    • Relaunch System Preferences and go to "Security & Privacy" and the "General" tab
    • You will now see the "Anywhere" option under 'Allow apps downloaded from:' Gatekeeper options
  • Error: "No Questions Selected"

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    Please make sure that you do not have the Select only marked questions option selected on the right site of the testing options.

    Also, if you are selecting Part Review Questions in the top selection area, in the lower window you may need to scroll down further through the list of questions, where there are specific part reviews selections that need to be checkmarked. Usually they are labeled something like "Part I:..", "Part II:.." and so on.

  • All other Pearson Test Prep questions

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    For any Pearson Test Prep support questions not covered in the previous items, please use the phone or chat options above to contact our Tech Support team.

  •  
    Network Simulator support

  • System requirements for Network Simulator

    +

    Windows (Minimum)

    • Windows 11, Windows 10, Windows 8.1, or Windows 7
    • Intel Pentium III (1GHz or faster processor) or 2GB RAM
    • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
    • DirectX 9 graphics device with WDDM 1.0 or higher driver

    Mac (Minimum)

    • Mac OS X 10.13, 10.11, 10.10, 10.9, or 10.8
    • Intel Pentium III (1GHz or faster processor)
    • 512 MB RAM (1GB Recommended)
    • 1.5 GB Hard Disk space
    • 32-bit color depth at 1024x768 resolution

    Both

    • Adobe Acrobat Reader version 8 & above
    • Connection to the Internet during installation for access code validation
  • Network Simulator software update

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    We have an important software update for the CCNA 200-301 Network Simulator desktop application. If you downloaded and installed the simulator before February 1, 2021, then you should update to the latest version (2.3).

    The following instructions tell you how to update to version 2.3. Please make sure to follow the instructions for your OS below. After updating to version 1.3, future updates should be automatic. Please note this applies to applications installed before February 1, 2021. If you have installed the application after that date, you will be prompted to update from the app as well.

    Updating the Windows version of CCNA 200-301 Network Simulator

    • Check your current version number. Launch the application. In the upper right, select Help > About. If you see "Application Version: 2.3" or higher, you do not need to update and you can stop here. If you do not see a version number, or you see a version number lower than 2.3, then you should continue.
    • Close the simulator application. Do not uninstall the simulator.
    • Go to pearsonitcertification.com/account and sign in.
    • Go to Account > Digital Purchases and locate your CCNA 200-301 Network Simulator product.
    • Click Download your software and choose a location to save the .zip file.
    • Extract the file from 9780136627098_2_3.zip. You can right-click the file and select "Extract All..." or use your preferred extraction application.
    • Make sure the simulator application is closed. From the extracted folder (not the .zip file), run pearson-ccna-win-2-3.exe. You do not need to do anything with pearson-ccna-mac-2-3.zip.
    • Follow any prompts to update your simulator application. Note that even after the update bar is full, you might have to wait about a minute for the update to complete.
    • After the update is complete, you can confirm you are running version 2.3 by launching the application. In the upper right, select Help > About to check your version.
    • You can see the update history. In the upper right, select Help > Version history.

    Updating the macOS version of CCNA 200-301 Network Simulator

    • Check your current version number. Launch the application. In the upper right select Help > About. If you see "Application Version: 2.3" or higher, you do not need to update and you can stop here. If you do not see a version number, or you see a version number lower than 2.3, then you should continue.
    • Close the simulator application. Do not uninstall the simulator.
    • Go to pearsonitcertification.com/account and sign in.
    • Go to Account > Digital Purchases and locate your CCNA 200-301 Network Simulator product.
    • Click Download your software and choose a location to save the 190 MB .zip file.
    • Make sure the simulator application is closed. Extract the file you downloaded by double-clicking 9780136627098_2_3.zip.
    • Open the 9780136627098_2_3 folder and double-click pearson-ccna-mac-2-3.
    • Double-click pearson to run the updater.
    • Follow any prompts to update your simulator application. Note that even after the update bar is full, you might have to wait about a minute for the update to complete.
    • After the update is complete, you can confirm you are running version 2.3 by launching the application. In the upper right, select Help > About to check your version.
    • You can see the update history. In the upper right, select Help > Version history.

    If the steps above are unable to resolve the issue, check to see if the user has Special Characters in their Password as usually the '&' or '^' characters have been an issue for the Update errors. Have the user update their password to remove the special characters and try to update again.

    Support
    For technical support, please visit pearsonitcertification.com/simulatorsupport.

    Security
    To ensure you are downloading authentic software, never download the CCNA 200-301 Network Simulator application from a location other than the Digital Purchases tab in your account on pearsonitcertification.com, informit.com, or ciscopress.com.

    If you purchased the simulator but have not yet installed it, you can get the latest version and installation instructions from pearsonitcertification.com/account. Log in and go to Account > Digital Purchases.

  • Where is the access code for Network Simulator?

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    The access/activation code is on the label on the CD case if you purchased the program on a CD originally. If you purchased this product online as a downloadable version, your access code is on your account when you log in at ciscopress.com, informIT.com, or pearsonITcertification.com, and will be listed on the Digital Purchases tab of your account next to this product.
     
    Use our phone or chat options above to contact our Support team for further help. If you purchased this product on a CD, please also indicate to the Support agent whether you purchased the product new or used, and where you bought it. You may be asked to provide us a copy of the receipt or invoice showing the purchase of that product new, to verify the purchase.

  • Nothing happens when clicking on start_win or start_mac.app

    +

    Windows: If nothing happens when you click on the menu (start_win) to install the program, close the menu. Then in the same folder where you clicked on start_win, there is an "fscommand" folder. Go into that folder. In this folder, go into the "sim_win" folder. There should only be one file in this folder called "install." Double-click this file to manually start the setup program.

    Mac: If nothing happens when clicking on the menu (start_mac.app) to install the program, close the menu. Then in the same folder where you clicked on start_mac, there is an "fscommand" folder. Go into that folder. There should be one file in this folder called "mac_install.app". Double-click this file to manually start the setup program.

  • Error: "Installation could not be completed due to access restriction"

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    The message "Installation could not be completed due to access restriction" typically happens on a Mac where you don't have sufficient rights to install programs. It's like on Windows, where if you are not an Administrator, you cannot install programs.
     
    If this is a work or other type of company/school-owned Mac, then please contact the people who support that Mac to get the Network Simulator installed.
     
    If this is your personal Mac, then you'll need to contact Apple to get help on finding out why you cannot install programs on your own computer. There is some kind of setting that is not allowing you to install the program. Only Apple support can help you with that.
     
    If this is a Windows computer, you likely do not have Administrator access to the computer. If you are installing on a computer that belongs to a company, you'll likely need the assistance of your IT/Help desk to install it. If this is a personal computer, you need to login as a user with Administrator access.
     
    Also, please be sure the folder you are trying to install the program into is empty and has a short name like NETSIM.

  • Error: "MAC Gatekeeper is damaged and can't be opened"

    +

    The error means there is an issue with the settings for Gatekeeper on your MAC. A security feature called Gatekeeper blocks programs with unsigned installers in recent versions of macOS.

    While pressing the Control key, click the installer or the application icon to open a contextual menu. Choose Open and you'll see a dialog that allows you to install the application. Follow the on-screen instructions to complete the installation.

    If you are not prompted to install the application, please follow the steps below:

    • Click the Apple icon in the top-left corner.
    • Click System Preferences.
    • Click Security & Privacy.
    • Under the General tab, set "Allow applications downloaded from" to "Anywhere."

    If you are using macOS Sierra 10.12, follow these steps:

    • Open Terminal. You can use the Mac search at the top right and start typing Terminal. It will appear, click on it to open the program.
    • Enter the following command syntax: sudo spctl --master-disable
    • Click return and authenticate with an admin password
    • Relaunch System Preferences and go to "Security & Privacy" and the "General" tab
    • You will now see the "Anywhere" option under 'Allow apps downloaded from:' Gatekeeper options
  • Error: "The installer cannot run in this UI mode"

    +

    The error message means you need to try running the installer in compatibility mode. Please try these steps:

    • Right-click on the EXE > Properties > Compatibility tab
    • Check the box for "Run in Compatibility"
    • Select the latest Windows version as applicable, from the drop-down menu
    • Click Okay
  • Error: "[file] can't be opened because Apple cannot check it for malicious Software"

    +

    Go to System Preferences, click Security & Privacy, then click General. Look for any app that is blocked, then unblock it/allow app. This should allow the installer to run. Please view a related Apple support article at https://support.apple.com/en-gb/guide/mac-help/mchleab3a043/mac.

  • Error: "Exceeded max number of installations"

    +

    Please use our phone or chat options above to contact our Support team, and provide your original access/activation code. The access/activation code is on the label on the CD case if you purchased the program on a CD originally. If you purchased this product on a CD, please also indicate whether you purchased the product new or used, and where you bought it. Proof of purchase may be required before any replacement code is provided. Replacement codes will not be provided for purchases of used CDs.
     
    If you purchased this product online as a downloadable version, your access code is on your account when you log in at ciscopress.com, informIT.com, or pearsonITcertification.com, and will be listed on the Digital Purchases tab of your account next to this product.

  • Error: Question mark key not recognized / Invalid input detected at ^ mark

    +

    If the program is not recognizing when you use the question mark key, it means you are not using a US English character set. Use the Regional and Language Options screen of your Windows Control Panel to select "English (United States)".

  • Error: Simulator install error on macOS 10.15 Catalina

    +

    For Simulator users who receive a "The application 'mac_install' can't be opened" error message when attempting to manually or automatically install the program, and have updated to macOS 10.15 Catalina.

    Below you will find information on which Simulator titles will have a macOS 10.15 update, and which will not be supported on that platform.

    Simulators with a macOS 10.15 support update coming December 2019

    MacOS 10.15 is not a currently supported OS for the following products. However, we are working on an update to the software that will allow users to install on macOS 10.15. This update is in development now, and we expect it to be released sometime in December 2019. In the meantime, please run the app on a supported OS.

    • CCENT ICND1 100-105 Network Simulator, 9780789757777
    • CCENT ICND1 100-105 Network Simulator, Download Version, 9780134575728
    • CCNA Routing and Switching ICND2 200-105 Network Simulator, Download Version, 9780789757814
    • CCNA Routing and Switching 200-125 Network Simulator, 9780789757760
    • CCNA Routing and Switching 200-125 Network Simulator, Download Version, 9780134575742
    • CompTIA Network+ N10-007 Hands-on Lab Simulator, 9780789759573
    • CCENT ICND1 100-105 Network Simulator Lite, 9780134498652
    • CCNA Routing and Switching ICND2 200-105 Network Simulator Lite, 9780134498669
    • CompTIA Network+ N10-007 Hands-on Lab Simulator Lite, 9780134861999
    • CCNA 200-301 Sim Lite Volume 1, 9780136625698

    Simulators with no macOS 10.15 support

    MacOS 10.15 is not a supported OS for the following products, and we do not currently have plans to update for that OS. Please install the application on a supported OS, or upgrade to a more recent version.

    • CCENT ICND1 100-101 Network Simulator, 9780789750433
    • CCENT ICND1 100-101 Network Simulator, Download Version, 9780133432770
    • CCNA Routing and Switching ICND2 200-101 Network Simulator, Download Version, 9780789750402
    • CCNA Routing and Switching 200-120 Network Simulator, 9780789750884
    • CCNA Routing and Switching 200-120 Network Simulator, Download Version, 9780133432572
    • CompTIA Network+ N10-006 Hands-on Lab Simulator, 9780134123561
    • CompTIA Network+ N10-006 Hands-on Lab Simulator, 9780789755179
    • CompTIA Network+ N10-005 Simulator, 9780789751768
    • CompTIA Network+ N10-005 Simulator Download Version, 9780132910262
    • CompTIA A+ 220-801 and 220-802 Simulator, 9780789751744
    • CompTIA A+ 220-801 and 220-802 Simulator, Downloadable Version, 9780133124705
    • CCENT/CCNA ICND1 100-101 Network Simulator Lite, 9780789751430
    • CCNA ICND2 200-101 Network Simulator Lite, 9780789751447
    • CompTIA Network+ N10-006 Hands-on Lab Simulator Lite, 9780134104188
  • Retired Network Simulators

    +

    For the list of retired simulators below, Pearson no longer supports this application, and can make no guarantee it will continue to install, authenticate, or function. This is often because the certification exams and technologies covered in these products have expired or are otherwise no longer verified as current. If you wish to continue learning about the technologies covered in these products, we recommend you upgrade to the latest version of your software.

    Retired as of November 1, 2023:

    • CCENT ICND1 100-105 Network Simulator, ISBN 9780789757777
    • CCENT ICND1 100-105 Network Simulator, Download Version, ISBN 9780134575728
    • CCNA Routing and Switching ICND2 200-105 Network Simulator, Download Version, ISBN 9780789757814
    • CCNA Routing and Switching 200-125 Network Simulator, ISBN 9780789757760
    • CCNA Routing and Switching 200-125 Network Simulator, Download Version, ISBN 9780134575742
    • CompTIA Network+ N10-007 Hands-on Lab Simulator, ISBN 9780789759573
    • CCENT ICND1 100-105 Network Simulator Lite, ISBN 9780134498652
    • CCNA Routing and Switching ICND2 200-105 Network Simulator Lite, ISBN 9780134498669
    • CCNA 200-301 Network Simulator Lite, Volume 1 (Ness), ISBN 9780136625698
    • CCNA 200-301 Network Simulator Lite, Volume 2 (Ness), ISBN 9780136701095
    • CompTIA Network+ N10-007 Hands-on Lab Simulator Lite, ISBN 9780134861999

    Retired as of December 12, 2019:

    • CCENT ICND1 100-101 Network Simulator, ISBN 9780789750433
    • CCENT ICND1 100-101 Network Simulator, Download Version, ISBN 9780133432770
    • CCENT/CCNA ICND1 100-101 Network Simulator Lite, ISBN 9780789751430
    • CCNA ICND2 200-101 Network Simulator Lite, ISBN 9780789751447
    • CCNA Routing and Switching 200-120 Network Simulator, ISBN 9780789750884
    • CCNA Routing and Switching 200-120 Network Simulator, Download Version, ISBN 9780133432572
    • CCNA Routing and Switching ICND2 200-101 Network Simulator, Download Version, ISBN 9780789750402
    • CompTIA A+ 220-801 and 220-802 Simulator, ISBN 9780789751744
    • CompTIA A+ 220-801 and 220-802 Simulator, Download Version, ISBN 9780133124705
    • CompTIA Network+ N10-005 Simulator, ISBN 9780789751768
    • CompTIA Network+ N10-005 Simulator, Download Version, ISBN 9780132910262
    • CompTIA Network+ N10-006 Hands-on Lab Simulator, ISBN 9780134123561
    • CompTIA Network+ N10-006 Hands-on Lab Simulator, ISBN 9780789755179
    • CompTIA Network+ N10-006 Hands-on Lab Simulator Lite, ISBN 9780134104188
  • All other Network Simulator questions

    +

    For any Network Simulator support questions not covered in the previous items, please use the phone or chat options above to contact our Tech Support team.

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