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Help & Support

Knowledge Base

Complete answers.

Use our evolving knowledge base for advanced understanding of our software.

Remote Support

Teamviewer quicksupport.

Click on the button on the left to download TeamViewer. When it downloads, run the program. Please allow the technician to access your machine by following the prompts

Frequently Asked Questions

Quick answers to common questions.

I received my license key. How can I register it?

If you have Candle installed on your laptop, you can simply double click the license key. This will open Candle where you can save the key.

If you are on a multi-user or school system: Open Candle. Click Setup, then choose License Keys under Software Configuration. Click Add Key, then follow the steps provided.

Will I lose information IN candle when I update?

The short answer is no. You are only updating the data-entry portion of the program. The data storage is not affected.

my grades in candle all disappeared. What happened?

In the gradebook, find the two checkboxes on top of the list of students. Make sure Averages or Letters is checked. If this doesn’t fix your problem, give us a call.

Why is some of your software a subscription?

Maintaining our products and supporting our customers is an ongoing costs. To keep costs low for everyone, we’ve chosen a subscription based model. For most of our products, we offer multi-year discounts.

can i combine my 9th and 10th grades in candle?

Yes, this is the concept behind student groups. A student group is a group of students at a particular grading level. For more details, see this support article.

Contact Us

Get In Touch Anytime!

Use our contact information below, our use the contact sheet on the left. We’re open from 8:00 AM to 5:00 PM EST, Monday through Friday. We pride ourselves in our advanced first level support–you will always talk directly to the developers that created the product. this provides you with a rich user experience. We typically bill support time at $60/hour, split in 15-minute increments.


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509 Frystown Rd, Myerstown, PA 17067