FAQs

Publication FAQs

Is the online book a PDF?

The digital products are NOT PDF files and PDF files of our books will not be given out under any circumstances. This is to protect our intellectual property.

Is the digital book printable?

Apart from indicated worksheets and printable activities, the digital products are not printable.

How is the new MYP series different from the previous series?

The major changes to the MYP series of textbooks have been summarised here.

Can the IB Mathematics HL textbook be used to teach Mathematics SL classes?

Yes, we have produced a document which outlines the sections of the HL textbook which can be omitted for the SL course. It can be found here.

Note that:

  • Linear Modelling (SL Topic 5.4) is not included in the HL textbook, but is available on our website as a sample chapter for the SL textbook
  • Cumulative Frequency (SL Topic 5.3) is covered in the Background Knowledge Statistics chapter on the CD.

Can I see how the textbook addresses the syllabus requirements?

For our IB Diploma Programme textbooks, syllabus references are given on the front page of each chapter.

For our IB Middle Years Programme textbooks and our Australian Curriculum textbooks, we have produced a Scope and Sequence document, which outlines the content which is covered in each textbook.

The MYP series Scope and Sequence document can be found here.

The Australian Curriculum Scope and Sequence documents can be found here for years 4 to 7, and here for years 7 to 10A.

Do you provide answer keys for Investigations or MYP Global Contexts?

We do not provide answer keys for Investigations or MYP Global Contexts. Many of the questions are quite open-ended, with no single right or wrong answer. We feel that providing answer keys would imply there is a single correct answer to the questions, which is not the case for many of the questions.

Online Ordering FAQs

Why am I not able to pay for my order online?

If your order contains printed books, we need to calculate freight charges individually to ensure a fair price is offered. We can only do this offline. We will contact you with a quote once we have determined the best delivery option for your order. At the same time, we will also explain the different payment options available to you.

 

If you have placed an order for digital books and selected the ‘direct debit’ option, we will contact you shortly with a quote and will provide our banking information so you can complete your order.

I am a bookstore and have previously received discount. Can I order through the website?

You are most welcome to place an order through the website, but your discount will not be displayed as part of the final price. As your order will be for printed books, the order will continue offline and a member of the sales team will be in touch with a quote which will include your regular discount as well as a shipping price.

I am a bookstore but I have not ordered from you before. What is the best way to proceed?

We love to hear from new customers! Please email our sales team at info@haesemathematics.com.au and let us know as much information as possible: your trading name, billing address, preferred delivery address, contact telephone number. We may request additional information to verify your organisation such as a business registration certificate. If you know which books you would like to order, please let us know the titles and amounts so we can prepare a quote for you. We are able to offer trade discount to booksellers; please understand that this discount is set and is not able to be altered or negotiated. Discount does not apply to shipping or to digital products. All orders must be prepaid before they are dispatched.

I am a school and need to use a purchase order. How should I proceed?

Please email your purchase order through to info@haesemathematics.com.au and our sales team will assist you further.

If you are an Australian school, we can dispatch your order based on your PO. Please indicate if you would prefer to approve a quotation beforehand.

If you are a school based in the USA, we are able to accept purchase orders with payment terms of 30 days. You are welcome to request a quotation prior to a PO being issued to ensure the final invoice will match.

If you are based elsewhere, we will issue a quote based on your PO quoting its reference number but prepayment is required.

I am having problems tracing my package. Can you assist?

Tracking information will be provided for consignments travelling with couriers that offer a traceable service. The information is normally displayed on the carrier’s website within 48 hours of dispatch, so we kindly request that you make your first check no less than 48 hours after receiving our email containing your tracking information.

If you are still experiencing problems, please email customer service at sales@haesemathematics.com.au with your name and invoice number and they will assist.

I have a very large order to place. What should I do?

To obtain the most favourable shipping rate, please email details of your order and your intended delivery address to our sales team at info@haesemathematics.com.au. We will reach out to our network of shippers to obtain the best rate for the weight/volume of the order. Depending on your location, it may take a day or two to obtain the quote. We are able to offer air freight, sea freight and domestic linehaul services to your preferred forwarding service within Australia. The team will also inform you if stock of any product on your order is running low.

My book has not arrived. What do I do?

If your order was sent with International Airmail (non-traceable), delivery should take around 7-10 business days. After that, please check with your local post office as they may be holding the book for payment of duties and taxes. As International Airmail is not traceable and used at the customers’ own risk, we are unable to assist further.

If you have used a traceable delivery service, using your tracking number through the courier’s website will reveal the current status of your order. The courier company will normally contact you using the information supplied during ordering if the book is held for the payment of duties.

If you need support, please email customer service at sales@haesemathematics.com.au who will be able to assist.

For customers with orders sent with sea or air cargo, customer service will keep you up to date when possible.

The book I received is not the one I ordered. What should I do?

Please check your original order as occasionally the incorrect book is ordered. If that has happened, please email customer service at sales@haesemathematics.com.au and let them know which book you actually needed. In most cases, we are able to offer the option of returning the book (terms and conditions apply).

 

Occasionally, the incorrect book will be packed. Please send a photograph of the book you received and if possible, quote your invoice number. If the book is indeed incorrect, we will post a replacement at our expense as soon as possible. If you choose not to send a photograph of the book you have received, we will not be able to send a replacement.

How can I make payment via a bank transfer?

Our bank details are listed at the bottom of each quote.

As we are not based in Europe, we do not have an IBAN number. Banks will be able to accept our SWIFT number instead.

All payments must be paid in the same currency as the quote - either Australian dollars, US dollars, Euros or Pounds Sterling.

The sender must cover all bank charges – sending and receiving bank charges. Haese Mathematics reserves the right to ask for additional payment if bank charges have been levied.

I contacted customer service for a quote. Why haven’t I heard from them?

The sales and customer service team respond to emails within 24 hours when they are received during the working week. Email received over a weekend or during a public holiday will be answered on the next available business day.

 

All emails sent to us during a public holiday will receive our ‘out of office’ reply explaining when we will return. We respectfully request that customers do not send 'reminder' emails when they have received an out of office reply. All email is answered in the order it was received (except for emergencies), particularly during busy periods and 'reminder' emails will not give your original email priority.

 

Our business hours are Monday to Friday, 9am to 5pm (Adelaide, Australia).

 

If you have not received a reply within 48 hours, please check your junk/spam box as your email host may have filtered our reply there. You may also like to try sending a short email from a different email address – our spam filter may have blocked your email provider, or your provider may have blocked us.

If you have still not heard from us, please call our office on +61 8 8210 4666.

If you are based overseas, due to time differences, it is probably best to send us an email to info@haesemathematics.com.au

The book I wish to order is out of stock. Can I place an order for delivery when it is available?

If the book is being reprinted, you may place a backorder with us. We will send a quote for your approval and will  contact you shortly before more stock arrives to arrange payment of your order.

 

For certain new titles, we may not be able to accept orders until the endorsement process is complete. We are happy to keep your details and contact you when backordering is available.

 

Sometimes, when a book runs out, we will not reprint. Our customer service team will be able to advise if this is the case. In some instances out of print books are available in a digital format through Snowflake.

In all cases, please contact our sales team at info@haesemathematics.com.au

Snowflake FAQs

I get the error "Another copy of this program is currently performing an update task"

This error will appear if more than one copy of the program is running, and you try to perform an update task (such as downloading a book, a licence update, or a software upgrade) in both copies. In this case, please wait for the update task to complete in the other copy. The error can also appear when only one copy of the program is running if an update task was previously interrupted. In this case, you will need to delete the file that is telling the Snowflake offline system that an update is still running.

 

For Mac users:

1. Close the offline system if it is open
2. Open Finder
3. Open the 'Go' menu and choose 'Go to Folder...'
4. In the text box, enter: ~/.Haese Mathematics
5. Click 'Go'
6. Open the 'Snowflake offline system' folder
7. Delete the 'update.lock' file

 

For Windows users:
1. Close the offline system if it is open
2. Open the Start menu and choose 'Run'
3. In the text box, enter: %ALLUSERSPROFILE%\Haese Mathematics
- Note: on Windows XP, enter:
%ALLUSERSPROFILE%\Application Data\Haese Mathematics
4. Click 'OK'
5. Open the 'Snowflake offline system' folder
6. Delete the 'update.lock' file

I get the error "Could not write serial" when I try to generate the serial


This is more than likely a permission issue with Windows 7/8. Instead of double clicking to run Snowflake.exe, right click on the icon and select 'Run as administrator'. You should now be able to generate the serial.

CD FAQs

What are the system requirements for the Student CDs included with your textbooks?

- Compatible with Windows XP and above.

- Compatible with Max OS X version 10.4.11 and above (except Mavericks).

- PDF files on the CD require a PDF reader such as Adobe Reader or Foxit to be installed.

- Some applications and demonstrations require Java 32-bit.

- Excel spreadsheets require Microsoft Excel to be installed.

NOTE: This information applies to books published or reprinted in 2012 or later.

There's no sound when I use Self Tutor.

The sound does work if the worked example is launched from the pdf for the book. It will also work if the example is launched directly from the directory contents\tutor\Demos on the CD.

However, depending on the operating system, a dll file may be required for sound to work through the Self Tutor application.
If you need to use this application with sound, you may do so by following the instructions below:

- Copy the folder contents\tutor from the CD to a local folder on your computer (let's say C:\)

- Create a folder within C:\tutor called Xtras

- Download this zip file and extract its contents to C:\tutor\Xtras

- Sound should now work if you run C:\tutor\Self Tutor.exe

If you require further assistance with this issue, you may contact info@haesemathematics.com.au.

I can't open Self Tutor or any demos from the PDF on my CD.

Some PDF readers such as Windows Reader (Windows 8) and certain versions of Adobe Reader forbid the use of external links, which can cause one of the following errors:

 

"Could not open the file '<filename>.exe'."
"You do not have the appropriate permissions required to perform this operation.
Contact your system administrator to obtain permission."

 

This issue can be solved by using an alternative PDF reader such as PDF-XChange Viewer (Windows) or Skim Reader (Mac). Also note that on Windows all Self Tutor examples can be launched by browsing the CD and opening contents/tutor/Self Tutor.exe. Similarly, all demos can be launched from contents/DemoBrowser.exe

Infinity FAQs

Will INFINITY work on Mac?

Currently INFINITY: Test and Homework Generator is only available for Windows. A cross platform version is currently under development, although we are unable to provide a release date.

Snowflake app

Which platforms is the app available for?

The app is currently available for iPad and Android tablets.

How do I get the app?

Navigate to the appropriate store (App Store on iPad, Play Store on Android). Search for "Haese" and install the app "Snowflake" by Haese Mathematics.

I've got the app. How do I use it?

  1. Open the app and sign in using your (online) Snowflake account details.
  2. After signing in, a list of your available books will appear. Tap on a book to activate it on that device. IMPORTANT NOTE: a book can only be activated for offline use ONCE and only on ONE device. You will still be able to view your books online.
  3. After activating, you can download the book. Be aware that some of the books are quite large (~500MB) and can take a while to download.
  4. Once a book is downloaded, you will be able to read it offline.

I logged in but why can't I see a book in the list?

Only books that you currently have a valid subscription for will appear in the list. In addition, only books whose subscriptions have been started will appear in this list. To start a subscription, log in to Snowflake (online), and click the book whose subscription you wish to start.

What happens if I remove the app from my device? Will I lose all my books?

On iPad, a book subscription is tied to the installation of the app. If you remove the app, any subscriptions already activated on your iPad will not be viewable offline.

On Android, you may safely remove/reinstall the app, but you will need to re-download your books.

Can I use the app on multiple devices?

Yes. You can use the app on multiple tablets using the same username. Please note however that a book may only be viewed offline on a single device.

Can I view a book offline on multiple devices?

No. Each book may only be viewed offline on a single device. Once a book is activated on a device, it becomes locked to that device.

Can I switch user on the same device?

Yes you can.

On iPad, tap the app menu button, followed by 'Licence information'. You should see the button 'Switch user' in the dialog that appears. Tap it to switch user.

On Android, tap the app menu button, followed by 'Sign out'. You can switch user by signing in again as the other user.

Furthermore, a book downloaded by one user is available to all users, provided a user has a valid subscription to view the book.

I received a new book after I installed the app. Why doesn't it appear in the app?

Every time a change is made to your list of available subscriptions, you will need to update your licence. This can be done by tapping 'Update licence' from the app menu on iPad or tapping the refresh button in the top-right corner on Android. Once you've done this, any new books should appear. Please note that only subscriptions that have been started will appear in the app.

How often do I need to update the app?

We highly recommend updating your app whenever prompted to do so. On both, iPad and Android, app updates are announced by the operating system whenever they become available. Follow the prompts to update the app.

Will I need to download my books again after an app update?

No. All books that have previously been downloaded will still be available after the update. In addition, all subscriptions that have been activated on the device will remain activated on that device.

If I'm using a book offline, how do I access updates made to the online version?

We try our best to incorporate updates to our offline books as soon as possible. The app should automatically notify you of book updates when they become available. Updating a book is the same process as downloading it for the first time. Please note that as a result, updating a book may take a while as some books are quite large (~500MB).

Support