Support
Are you having trouble with an ACO product? The most common problems our users face have been compiled into the convenient FAQ below.
If you do not see the answer to your question in the FAQ, please open a support ticket at GiPubs.com. Indicate what product you are writing about and include information about the problem such as what you were trying to do when the problem occurred, what error messages appear, and what steps you have taken to try to correct the problem.
FAQ
Why won’t My Notes save my changes in Counsel Quick?
Why can’t I edit records for the Counseling Tracker in Counsel Quick?
What’s wrong with my Award Citation Generator?
Why can I not update my software?
Which volume of Counsel Quick do I need?
My software did not come with a license key
I have lost my license key
How do I un-protect counseling statements in Word?
I can’t uninstall or re-install: “This program is already installed on this computer!”
Can I have your software for free?
I bought the wrong volume of Counsel Quick
To edit the My Notes you must have administrator privileges on the computer you are using. 
full answer»
To edit the Counseling Tracker you must have administrator privileges on the computer you are using. full answer»
While rebuilding our site it seems that the Award Citation Generator was moved to another web address. We are currently working on a solution to resolve the issue. For the time being please use the following link. Award Citation Generator
If your ACO software fails to update to the latest version by means of the automated updater program, (1) your installer version is somehow corrupted and the updater does not recognize it, (2) you have a very old version of the software and it is trying to download the update from the wrong server, or (3) the updater file itself is somehow corrupted on your hard drive. full answer»
Each volume of Counsel Quick contains different information. There is no overlap in material between volumes. full answer»
Occasionally an ACO software product will be shipped without a license key in the box due to manufacturing error. Your license key should be located on a paper insert inside the case, near the bottom. Sometimes this key is printed on a sticker and attached to the insert and sometimes it is printed on the insert directly. full answer»
License keys appear on the piece of paper inserted in the ACO software box or in an email if you purchased the product in a download format. If you lose your license key for an ACO product, you may be able to recover it by one of the following methods full answer»
The example counseling statements in Counsel Quick are available in both Word and Lotus Forms Viewer formats. The Word forms are set up so that you can quickly jump though the applicable form fields to customize the counselings. If you find that you wish to edit information that is not in one of the default form fields, you can simply un-protect the document and do with it as you please. full answer»
If you see an error that reads “This program is already installed on this computer” while attempting to install ACO software, it is due to one of these reasons full answer»
Unfortunately we can not give our software out for free. While one of our primary goals is to continue to help service members by providing them resources and tools that allow them to work more efficiently, we can not accomplish this without the revenue from products like Counsel Quick. Programming hours aren’t free, customer service reps aren’t free, sales staff aren’t free, web development and hosting isn’t free, etc. full answer»
Each volume of Counsel Quick contains different information. There is no overlap in material between volumes. The general rule of thumb is that Volume 1 is geared towards first line leaders. Volume 2 is geared towards more senior leaders. Volume 3 covers sort of a mixed bag of counseling subjects we felt were missing from the first two. full answer»
Contact us
Are you still having trouble? Get in touch with us and we will help you resolve your problem ASAP
Email Support
Telephone Support
256.830.8282 (available weekdays between 9am and 5pm central)