FAQ

video New to PedPro? Please take the time to watch this overview video if you've not seen it before - it's been designed to take you step by step through some of the most common tasks in PedPro.

Ordering & Dispatch

What extra do I get with the full (paid) version?

  • It is not limited to 30 days use
  • It works with data files of up to 1,000,000 records whereas the free trial is limited to 50
  • Export and print facilities are enabled
  • Printed forms do not include a 'trial version' message
  • Access to support and updates

What are your return and refund policies?

We want our customers to make the best possible purchase decision. Therefore, we strongly recommend that you take advantage of the free trial software download before you decide to get the full version. We also encourage you to explore the product pages of our website to obtain comprehensive product information.

However, we also offer a 30-day money-back no-quibble guarantee on new copies of full versions of PedPro purchased either through this web site (www.tenset.co.uk) or by phone direct from us. This is not just a guarantee that PedPro does as we claim. It is just that it is only when you actually use a system 'for real' that you really know if it is the right one for you. That is why we offer a 30-day money back guarantee.

The no-quibble guarantee does not apply to upgrade orders or to purchases that have not been made directly with us (e.g. it does not apply to purchases made via the Mac App Store). For details and terms of the guarantee please click here.

Can I use PedPro on my Mac or iPad?

You can run it on your Mac. PedPro is a fully native Mac application that requires Mac OS 10.6.6 or later.

iPad: this software will not run on an iPad (or iPhone) or similar.

How can I order PedPro?

You can order directly through this web site using our secure online ordering facility. We take payments with credit/debit cards and PayPal.

Or, phone us on 01223 290291 (UK) or +44 1223 290291 (Intl) if you prefer not to use online ordering. Office hours 9am-5.30pm UK time, Mon-Fri.

What payment methods do you accept?

For all orders placed online through our web site, we accept Visa & Mastercard Credit/Debit cards, and PayPal. We do not take Amex or other charge cards - sorry!

We can also accept payment by direct bank transfer, but not using our online ordering system. Please contact the Customer Service Help Desk if you would like to order in this way.

If I order a CD, can I download the software as well?

Yes, except for customers within the EU (but not UK). When we process your order you will be sent an email that contains the information you need so you can download the software from our site and install it. This will include your product install codes. The CD will be dispatched within 24 hours of your order, but there is no need to wait for it to arrive before installing.

Please note that we process orders manually - which means that you won't receive your install codes immediately upon placing your order. The install codes are sent to you within 24 hours max. of your order, usually a lot quicker. Please bear in mind we are in the UK and generally process orders during UK business hours. Though in practice we often process orders at weekends and evenings too.

If you are a customer resident within the EU (but not in the UK), then please note that due to dumb EU laws on the VAT treatment of downloadable products, we do not supply downloadable versions to any customers in those countries: you must buy a CD from us and we will send it in the post. To understand why, click here.

What product support do I get?

You get one year of free support as part of the product price. This gives you access to support and any updates to the product that are released during the support period. When the support period expires, you can choose to buy a support+updates extension if you wish.

What are the terms and conditions for the software license for this product?

Please see this page: License.

Will I have to re-enter all the pedigrees I entered into the trial version?

No. All the pedigree data you save with the trial version will automatically carry through to the full version if you decide to get it.

Can I re-download the program later, without further charge? E.g. in case I lose it?

Yes. We guarantee to make available for download the current revision of all major releases of our products from 2006 onwards, even for products that become discontinued or superseded with newer products or newer major releases.

That said, we still recommend that you keep a safe backup of your downloaded software e.g. on a USB memory key, as this is a useful way to keep a safe copy for ease of reinstallation should you ever need to.

Can I install on multiple computers?

You can install it on at most two computers so long as it is for your use on both machines. For other usage scenarios you would need a site or multi-user license.

I no longer have the original CD/software. Can I still upgrade?

Yes. The installer is a full installation and does not require the previous version to be already installed.

I want to get the full version as soon as possible. How long does order processing take?

After you have placed your order (through this web site) we will contact you by email with installation instructions, including any install code(s) that you need for the full version of the product.

We process orders manually, and during UK business hours. Note this can be up to 24 hours after placing your order, though usually it is much quicker, a few hours at most.

Do you accept orders by mail/telephone?

To place your order by phone you can call us on 01223 290291 (UK) or +44 1223 290291 (Intl). Our office hours are 9am-5.30pm UK time, Mon-Fri. We do not accept mail/fax orders.

If you have specific requirements, or need further information that you can't find on this site, you can also contact the Customer Service Help Desk.

Do you offer discounts for bulk e.g. group purchases?

Yes, we do offer bulk purchase discounts, as follows:

  • 2 copies: 20% of 2nd copy
  • 3 copies: 20% off order value
  • 5-9 copies 30% off order value
  • 10+ copies: 35% off order value

To place a bulk order, please contact the Customer Service Help Desk to arrange payment. Our online ordering system does not, at this time, have a facility for placing a bulk order.

The bulk order discount may not be used in conjunction with any other discount.

If I buy PedPro for Mac, can I also use the Windows version without paying again?

No. The Mac and Windows versions of PedPro are sold as separate products. Sorry!

If I buy PedPro for Windows, can I also use the Mac version without paying again?

No. The Mac and Windows versions of PedPro are sold as separate products. Sorry!

Can I contact you through normal email for product support and/or information?

Regrettably, no. The way to get in touch is to contact the Customer Service Help Desk online.

In the past we did provide product support through email but, due to forever escalating amounts of spam, we discontinued this. When you receive emails from us (e.g., containing product install codes), these are sent from email accounts that are not monitored. Please don't reply to such emails, because you will not receive a reply. To contact us you should always do so through our online Customer Service facility.

I paid using a PayPal e-Cheque. Why is my product taking so long to be dispatched?

PayPal 'eCheques' take several days for Paypal to clear. We will process your order once it has cleared.

It's been over 24 hours since I placed my order, where are my install codes?

We aim to process all orders within 24 hours of order placement, and in most cases it is much quicker than this.

The install codes are sent by email. Please check that the product codes email has not mistakenly been treated as spam by your email system - check your spam folder! In our experience this is the likeliest reason why you may appear to have not received the install codes. We recommend that you add any email address ending with '@tenset.co.uk' to your 'safe senders' or 'whitelist' in your email program.

I did not receive a CD, should I have done?

Our standard prices do not include a CD. I.e. the prices are for download-only.

Many of our products are, however, also available on CD and you can choose this for a small additional fee when placing your order.

CD's are dispatched using standard mail/airmail and normally take up to 10 working days to arrive for most destinations.

If you did not receive a CD, please check first that you did in fact order one! If you did order one and it has not yet arrived, please contact the Customer Service Help Desk.

Downloading & Installation

How do I uninstall PedPro?

Windows: Open Control Panel and select 'Uninstall a Program' or 'Add/Remove Software'.
Mac: Just drag PedPro to the trash can.

Can I backup the software e.g. so I can reinstall later?

Yes. Just save a copy of the installer file as downloaded from thie web site, e.g. to a USB key. You can then reinstall later from the same download. You can also use this method if you need to install to a computer that's not connected online.

Why won't it accept my registration code?

There are two possible reasons for this.

The first is that you are trying to install a release of the product to which you are not entitled, because your support/updates period has ended. The registration window will tell you the release date of the product, and you need to ensure that your registration code is valid until that date. If it is has expired, then you will need to purchase a support/update extension in order to install.

The only other reason that PedPro might not accept you registration code is if you have entered it incorrectly. Please check it very carefully! Also please be aware that the registration code is linked to your registration name. You must enter the same registration name as was issued to you along with the registration code.

If I reinstall PedPro, will it delete or overwrite my data?

No. PedPro never overwrites or deletes any of your data files when it is installed. Even if you reinstall PedPro over an existing installation, using our installer, it will never change/delete/rename your pedigree data files.

I lost or damaged my product CD and need to reinstall. How can I get a new one?

We can send you a new one, for the same amount that we charge to add a CD to any product order. This is available at any time, including after your period for support/updates has expired. If you are still entitled to support/updates, this is a way to get the current version on CD. But if your support/updates period has expired, we will send you the latest version to which you were entitled at the point when your support/updates period ended. To order a replacement CD, click here.

Data Conversion & Transfer

Does PedPro convert from my other pedigree program 'insert name'?

PedPro includes a very powerful and flexible text/CSV import feature. This can be used to import most formats of data so long as they are presented in a text/CSV file. Many 3rd party pedigree programs can generate or export data in text/CSV format.

If you are unsure whether your current program is capable of exporting in a suitable format, see if your program can export to a spreadsheet (such as Excel). If it can, then almost certainly you will be able to have PedPro import the same format data as your program is able to export to the spreadsheet.

Do you provide pedigree data conversion services e.g. to transfer from an old data format?

Possibly. We can provide consultancy to help convert pedigree data from older file formats e.g. to extract data from files stored by now-defunct 3rd party products.

Please contact the Customer Service Help Desk for further information, supplying as much detail about what it is you are trying to convert, preferably including some sample data.

How do I convert my pedigree data from Breeders Assistant or Pedigree Assistant to PedPro?

Select Import From Breeders Assistant or Import From Pedigree Assistant from the File menu.

How can I use pedigree data supplied by someone else?

If you're getting the data from someone who has PedPal or PedPro, then the easiest way to reuse the data is for them to give you a copy of their data file. You can then open it directly in PedPro - just select Open from the File menu. PedPal and PedPro use an interchangeable file format.

If you're getting the data from someone who has either our Pedigree Assistant or Breeders Assistant product, then the easiest way is for them to give you a copy of their data file and then use the Import from Breeders Assistant or Import from Pedigree Assistant option from the File menu.

If you're getting the data from someone who has any other product, such as a 3rd party pedigree program, the person supplying the data needs to supply you with a text/CSV file for the pedigree data. How they create that file depends on the capabilities of the particular program they are using, and is beyond the scope of this FAQ. As a minimum, the data needs to include columns for the animal name, sire, dam, and gender. Ideally it will include the date of birth too. If the file can include a 'header' line that gives column labels, this will usually make it easier to import into PedPro. Once you have the file, select Import Text/CSV Data from the File menu. The program will take you through a series of windows where you can select the import file format. One of these windows will let you define the import columns in the data.

How can I use my data with your PedScope pedigree analysis package?

PedScope is a software tool for advanced pedigree analysis and can be useful when implementing safe breeding practices within small populations such as pedigreed livestock, cats, dogs, etc. It can help when making decisions such as mate selection where you are seeking to minimize inbreeding or to maximize the retained genetic diversity within a closed population.

PedScope is a separate product that does not directly support the native file format used by PedPro. Instead, PedScope accepts data in text/CSV format. But it is easy to export a data file directly from PedPro for use with PedScope.

Start by selecting Export Data from the File menu within PedPro. Next, choose the file you would like to export your data as. You're then taken through a series of windows that ask you for the file format details. Just accept all the defaults, except that when you get to the final window that asks for the columns to be exported, make sure that you turn OFF the option to include the ID column. Then export the file. Once you have the file, open PedScope, then select Open from the File menu and accept all the defaults when prompted for the input file format.

Using PedPro

Where do I change the date format?

Select Preferences from the File menu (Mac: use the 'PedPro' application menu), then click on the System tab.

Note that the date format used when importing CSV data is set as part of the import options.

See Importing.

How do I customize PedPro?

Customizations that are not specific to the current pedigree data file - display preferences etc. - are controlled using the Preferences window - select Preferences from the File menu (Mac: use the 'PedPro' application menu).

Customization specific to the pedigree data - such as the user defined fields - are controlled using the File Settings window - select File|Settings.

See Customization.

Why are the printed pedigree margins badly out, or parts of the pedigree are 'chopped' off?

A relatively common problem with margin setup is that either the right or the bottom margin (or, both), is 'way out' - i.e. on the actual printed sheet you are seeing either a much larger margin than you would expect or a large part of the printout is being unexpectedly 'chopped off'.

When this happens it usually means that there is a paper size inconsistency somewhere. E.g. if the actual physical sheet of paper you are printing on is A4, but your printer (and/or the printer setup on your computer) 'thinks' it is US Letter size.

The way to fix this is to make sure that your printer settings on your computer and/or printer are consistent with the actual paper size you are using.

How do I add/delete data fields?

Select File|Settings, then click on the User Fields tab. Here you can add/remove/rename the available fields.

See Customization - Data Fields.

How do I change the order of data fields e.g. in the pedigree title?

Select File|Settings, then click on the Form Field Order tab. Move the fields up and down the list.

See Customization - Data Fields.

How do I choose which fields are included in the pedigree?

Select File|Settings, then adjust the 'Default Field Usage' for the fields in the User Fields and System Fields tabs.

See Customization - Data Fields.

How do I set up a background image (watermark)?

All you need do is right-click (Mac: use Control + Click) over the form, select Background Settings, then click Add Photo.

See Form Design - Background Photos.

How do I get Champions etc. to be highlighted in the pedigree e.g. in red?

Make sure that you enter the title part of the name into the separate Title box in the Animal Details window; don't include it as part of the name. This way PedPro will know to use title highlighting when displaying the name e.g. in a pedigree.

To change the way names are highlighted - e.g. to have them in bold rather than red - select File|Settings, then select a different Title Highlighting option.

See Customization - Name Format.

How do I set up a page border?

To set a border around the whole form:

  • right-click (Mac: use Control + Click) over the form, select Background Settings
  • Switch to the Background Settings tab
  • In the Border Style group (top left), turn off Automatic and set a line and corner style
  • In the Padding group (top right), set an equal small padding on each side

See Form Design - Box Settings - Box Border and Form Design - Box Settings - Box Padding.

Miscellaneous

Do you have a telephone contact?

We prefer online communication as the main way to get in touch with us (contact the Customer Service Help Desk).

However if you would like to speak to a representative, call us on 01223 290291 (UK) or +44 1223 290291 (Intl). Our office hours are 9am-5.30pm UK time, Mon-Fri.

Is there a printed manual?

No. But there is a PDF version of the User Guide that's installed as part of the program - access it through the Help menu within PedPro.

Do you have a foreign language version of PedPro, in French/Spanish/etc.?

Not currently. Our program is in English.

However if there is sufficient demand we may produce foreign language versions of this product.


PedPro® is a product of Tenset Technologies Ltd, © 2014-16 All Rights Reserved. PedPro is a registered trademark of Tenset Technologies Ltd in the United Kingdom. v3.0.01, October 2016
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