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General - Ordering & After Sales Support

How can I receive a quotation?

You can send an email requesting the software you require to: info@timberlake.co.uk please include your name, address and contact details so that we can send you a quotation. We send the quotation back to you via email.

Can I enquire / order via telephone?

Yes, please phone: +44 (0) 20 8697 3377 and speak to one of our dedicated sales advisors, they will then take your order directly. Our office hours are between 09:00 and 17:00 on Monday to Friday (GST).

How can I pay for my order?

Payment can be made over the telephone by credit or debit card. Alternatively you can pay via Bank Transfer, cheque or PayPal. You can also apply for 30-days credit subject to approval (not available to students).

Currently we do not accept online payment, but an online shop is in development.

When will I receive my order?

Orders are dispatched within 1-working day of receiving the order depending on the software you are purchasing.

Who shall I contact if I have a query on an order I have placed?

You can send an email to: orders@timberlake.co.uk or call us on: +44 (0) 20 8697 3377.

How will I receive my license code?

Your license code for the software that you have purchased will be shipped within the package sent to you and will be located either inside or on the case to the installation media. If you have any problems with the license code, please contact us by telephone or by email.

How do I receive technical support from Timberlake?

We prefer to receive all queries by email: support@timberlake.co.uk. Our technical advisers are, however always available to be contacted by telephone on our main office number: +44 (0) 20 8697 3377. Please ensure that you provide us with as much information as possible regarding your enquiry. We also offer support via a Web meeting facility that we have implemented, which enables us to see firsthand any problems or technical enquiries that you are experiencing. An internet connection is required for this.

Does Timberlake offer training services?

Yes, we offer comprehensive training courses in the form of Public Attendance Course, On-Site Courses and Web/Internet Based Courses. All of our training courses are practical and hands-on, use real data and involve all of the software packages in our portfolio, including Stata, OxMetrics and EViews.

Click here to visit the Training section of our website »

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Delivery

How will my order be shipped?

We will provide you with three options for delivery of your order:

• Option 1: Via our UK / International Courier Service (next day delivery UK Only)
• Option 2: Via Royal Mail Post
• Option 3: Download (If available)

Who is the UK Courier?

Who is the International Courier?

DHL Express

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Accounts

How and when will we receive our Invoices?

Your Invoice will be raised when your order is shipped. Your Invoice will then be printed and sent by Royal Mail, separately to the goods that you have ordered.

Can I get a copy of my Invoice?

You can request a copy Invoice by email: accounts@timberlake.co.uk.

Can I pay using foreign currencies?

Yes, we accept payment in GBP (Pound Sterling), USD (US Dollars) and EUR (Euros).

What are Timberlakes payment terms?

Strictly 30-days where prior agreed. Otherwise we accept payment by Debit / Credit card, bank transfer in GBP, USD or Euros and PayPal.

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Stata

What flavour of Stata is right for me?

Stata software is available in different versions to suit Users requirements.

• Stata/MP is the fastest and largest version of Stata. Most computers purchased since mid-2006 can take advantage of the advanced multiprocessing of Stata/MP.
• Stata/MP is a version of Stata/SE that runs on multiprocessor and multicore computers. Stata/MP provides the most extensive support for multiple-processor computers and multicore computers of any statistics and data-management package and runs much faster than Stata SE.
• Stata/SE allows datasets with up to 32,766 variables. The limit of observations is based on the amount of RAM in your computer.
• Stata/IC allows datasets with as many as 2,047 variables. The limit of observations is based on the amount of RAM in your computer.

Click here for more information on Stata capabilities and versions available »

Can I install Stata 12 on Microsoft Windows Vista?

Yes you can install Stata 12 on Windows 7 32-bit and 64-bit platforms.

Can I install Stata 12 on Microsoft Windows 7?

Yes you can install Stata 12 on Windows 7 32-bit and 64-bit platforms.

Can I install Stata 12 on Macintosh or Linux?

Yes you can install Stata 12 Mac OS X and Linux Operating systems. The Stata 12 installation DVDs are not platform specific, therefore the same installation DVD can be used across Windows, Macintosh and Linux Operating Systems.

How does a Stata network license work?

Stata is a stand-alone application and does not have separate server/client components. Stata can however take advantage of either a servers resources or a clients resources, depending on how Stata is installed.

• Windows: By default, the networked version of Stata for Windows is set up so that Stata uses the client machines resources. Stata is installed on a file server, and shortcuts pointing to the Stata executable on the server are created for the client machine. When Stata is opened from a client machine, it uses the client machines resources.
  If you want Stata to use the servers resources, your server must be configured to use Windows Terminal Services.
• Mac OX X: By default, the networked version of Stata for Macintosh is set up so that Stata uses the client machines resources. Stata is installed on a file server but when Stata is opened from a client machine, it uses the client machines resources.
• Unix: By default, the networked version of Stata for Unix is set up so that Stata uses the server machines resources. A user will telnet or ssh into the Unix server and run Stata using the servers resources. You have the option of using NFS and symbolic links to use the client machines resources as well.

Where can I find my Stata serial number?

Open Help on the main menu bar and click on About.

What are the hardware requirements to run Stata?

• RAM: The most important consideration when buying a computer on which to run Stata is the amount of RAM (memory) you will need. You need at least 512 MB of RAM for Stata to run smoothly. Stata loads all your data into RAM to perform its calculations. You must have enough physical RAM to load Stata and allocate enough memory to it to load and analyze your datasets.
  Stata will be drastically slowed if the operating system has to use virtual memory to load your data or perform its calculations. One of the issues you have to consider when deciding how much RAM to purchase is the size of the datasets that you will be working with. We recommend that your computer contain 50% more memory than the size of your largest dataset. Stata needs the extra room in memory to perform calculations, create temporary variables, etc., once the data have been loaded.
• Architecture: The two main computer architectures are 32-bit and 64-bit. If you plan on working with datasets larger than 1 GB, we recommend that you purchase a 64-bit computer.
  A 64-bit computer does not have the 2 GB memory limitation that a 32-bit computer has.
• Processor: Assuming that you have enough RAM, the next greatest effect on the performance of Stata is the processor. The faster the clock speed and the more cache a processor has, the faster Stata will run. There are two main types of processors, RISC (reduced instruction set) and CISC (complex instruction set). In general, a CISC chip running at the same clock speed (such as 800 MHz) as a RISC chip will accomplish more in a given amount of time. RISC chips are fast at certain types of operations, such as integer math, which makes them faster for certain applications like graphics packages. However, for general computing, a CISC chip will be faster at a given clock speed. Intel and AMD are the main producers of CISC chips, whereas Macintosh, Sun, IBM RS/6000, and several other Unix computers use RISC chips.
  For best performance, consider a dual-core, multicore, or multiprocessor machine, Stata/MP can take advantage of these computer systems and allow "threads" of computations to be split across multiple processors. This can dramatically increase the speed of many Stata commands. Many of the modern multicore processors on the market today are of the 64-bit variety and will allow Stata to take advantage of physical memory over 2 Gigabytes allowing very large datasets to be loaded into memory. Click here for more information on compatible hardware architectures.
• Hard Drive: Stata requires only around 80 MB of drive space to install. The speed of the hard drive where Stata is installed will affect Statas performance when using some commands. These commands write temporary files to disk, so a fast hard drive will help, but most of Statas commands are not affected by the hard drive speed because Stata does its calculations in RAM. Users that make heavy use of their hard drive from writing temporary files or as a result of Stata swapping information may want to look into a RAID 0/RAID 5 array.
• Servers: Depending on the operating system and your network setup, Stata can use either the server or client computers resources when running. Point your Web browser to the URL below to read an FAQ on our Web site about networking Stata on different operating systems. If you decide to set up Stata to use the resources of a server, please determine the number of possible simultaneous Stata users. For ideal performance, there should be at least as many CPUs on the server as there will be simultaneous Stata sessions running on that server. Also, make sure that the server has enough physical RAM to handle the total amount of RAM that all Stata users may need to allocate to Stata while performing their analyses. Stata will run on any Novell or Windows Vista/XP/NT/2000 network. Stata will also run on UNIX-based or Macintosh-based networks.

Why do I receive the error "cannot open C:Program FilesStata11STATA.LIC" on a Windows Vista or Windows 7 Machine?

The default Vista permission settings do not allow applications write permissions to their respective install directories, even if you are logged into a machine as administrator. Stata needs these permissions to create its license file.

To get around the problem, you must right-click the Stata executable in the Stata install directory and select "Run as Administrator" from the right-click menu to open Stata. Then you can enter your authorization information, etc., and Stata will create the proper file.

Stata complains that my "license is not applicable to this version" - Why?

You have installed the SE version of Stata but your license is only valid for Intercooled or Small Stata, or you have installed the MP version but your license is only valid for Stata/SE, Intercooled Stata, or Small Stata.

Check your license and confirm which version of Stata you are authorized to use. Then redo the installation.

Why is Stata running very slowly?

You have allocated more memory to Stata than is physically available on your computer. A clear indicator is constant, prolonged disk access during the execution of a command. What you are seeing is Windows using virtual memory to make up for the lack of physical memory you have requested. Possible solutions include adding more memory to your computer or moving to a 64-bit machine.

How can I tell what flavour of Stata I am running?

This information is noted on your screen when you open Stata.

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EViews

How can I register my copy of EViews 7?

Registration is a one-time procedure that may be performed by the system administrator or by the end user.

• Auto Registration: If your computer is connected to the Internet, click on Auto Registration... to open a dialog containing registration information.
  Fill out the name information and enter a valid, unused 24-character serial number from the list provided to the administrator.
  If the EViews installer was used to place the program files on this machine, some of these fields will already be filled in.
  When you click on Register now, EViews will attempt to contact one of our registration servers. Once contacted, the information contained in the dialog will be sent to the server, and the machine will be registered to run EViews using that serial number.
  If successful, you will see a message indicating that registration was completed successfully, along with the number of machines that have been registered to that serial number.
• Manual Registration: Click on Manual Registration to open the registration dialog.
  In the dialog you will have to fill in three fields: a valid 24-character serial number, your name, and a registration key.
  If the EViews installer was used to place the program files on this machine, some of these fields will already be filled in.
  As described in the dialog, there are four ways to acquire a registration key: web browser, email, phone, or standard mail.
  The easiest method is via web browser. If you have access to any machine that is connected to the Internet with a web browser, simply visit: www.eviews.com/register, follow the links to the registration page and fill in the form. You will need to enter a name, serial number, and the machine ID number as displayed in the registration dialog. Be sure to enter the name exactly as it appears in the dialog. You will be provided with a 36-character registration key.
  Once you have obtained the key, enter the key in the Registration Key edit boxes, make certain that the name and serial number match those entered in the web page, and click OK to finish the registration process. If all of the information is entered correctly, you will be informed that your registration is complete.

I try to EViews 7 Auto Registration but it fails, why?

There are common reasons why auto registration may fail.

First, auto registration will obviously not work if the computer cannot establish a connection to the Internet. If you have a dial-up connection we recommend that you establish your connection prior to attempting to auto register.

Second, your computer may be behind a firewall that does not allow the required communication between your computer and our servers.

Third, it is possible that all of our registration servers may temporarily be down.

If you have problems with auto registration you may wish to try again at a later time. Alternatively, you can choose to register manually.

Where can I find EViews 7 machine ID?

EViews 7 machine can be found by launching EViews 7 and clicking on Help and EViews Registration section of the software.

Where can I find EViews 7 serial number?

Go to Help and About section of EViews 7.

How can I tell if I have Standard and Enterprise Edition of EViews 7?

Go to Help and About section of EViews 7.

Can I install EViews 7 on Mac OS X or Linux operating Systems?

All full versions of EViews 7 are only compatible with Windows.

The EViews 6 Student Edition is available for Mac OS X.

Can I install EViews 7 on Virtual Desktop?

You can, please contact us at for more details.

Is EViews 7 compatible with Microsoft Windows 7 operating system?

Yes.

Do I need Administrative rights on my machine to install EViews 7?

Yes, you need to have Administrative rights on my machine to install and register EViews 7.

How many installations can I have with EViews 7 single-user serial number?

You are allowed 3 installations per EViews 7 serial number as long as you are the sole user of this serial number.

How many installations can I have with EViews 6 Student Edition?

You are allowed 1 installation for each EViews 6 Student Edition serial number.

Can I unregister my EViews 7 serial number?

Please contact us at: support@timberlake.co.uk with your EViews 7 serial number.

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GAUSS

What operating platforms can I run GAUSS on?

GAUSS 12 works on all platforms (Windows, Mac OS X, Linux and Unix)

What versions of GAUSS are available for upgrade?

All old versions of GAUSS are updateable, however upgrade pricing may vary, dependant on what version you are updating from. Please see our GAUSS pricelists for more information.

Are any support packages available for GAUSS?

Yes, Premier Support and Platinum Premier Support are available to GAUSS users.

Premier Support provides the following features:

1. Unlimited technical support
2. 24-hour/day access to their download account on our website to download any of the software they have purchased from us.
3. 50% discount on updates
4. Additional license for their laptop for the length of their Premier Support contract. This additional license is not to be used simultaneously as their work license and home machine license.

Platinum Premier Support offers all of these benefits except that instead of getting 50% off of update pricing, users receive updates at no additional charge.

All customers get 60 days of Premier Support when they purchase a new copy of GAUSS. If they renew after letting it lapse, then they need to purchase at the non-continuous price. In order to purchase Premier Support, they can only be two revisions back. For Platinum Premier Support, users must have the current version of GAUSS.

Do I need a license code to run GaussX and GENO?

In addition to GAUSS, both GaussX and GENO require license codes. If you are having trouble running them, please contact us as the most common problem here is that a license key will be required.

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