SoftwareStoreFAQ

Frequently Asked Questions

  • How can I approve orders in the Software Store? 
    You must be a Cost Center Manager or a Grant Manager before you can approve an order in the VUMC Software Store. Contact vumcprocurement@vumc.org to find out how to become a Cost Center or Grant Manager.

    You can find instructions for approving orders in the Software Store in the Approver's Guide.

    If you are a Cost Center Manager or a Grant Manager and you do not see the Administration tab when you log into the VUMC Software Store, please contact us at (615) 875-7990 for assistance.

    How do I get a list of people authorized to approve my VUMC Software Store order? 
    Send the cost center, program, project, gift or grant work tag to software.store@vumc.org.  We can look up the names of the people who can approve your order.

    Why is my order still pending? 
    You should forward your order confirmation to your Cost Center Manager or Grant Manager. If you do not know who this is, please contact your department's finance team, or contact us at software.store@vumc.org or (615) 875-7990.

    How can I sign up to receive alerts when I need to approve an order in the VUMC Software Store? 
    The system does not offer this feature. Instead, the person who placed the order is responsible for forwarding the order confirmation to their Cost Center Manager or Grant Manager.

    Who can approve orders in the VUMC Software Store? 
    Cost Center Managers and Grant Managers are the only people authorized to approve VUMC Software Store orders. Contact vumcprocurement@vumc.org to find out how to qualify.

  • How can I become eligible to purchase software through the VUMC Software Store? 
    You must have a VUMC ID and password to log into the VUMC Software Store. In addition, you must meet the purchasing eligibility (e.g. VUMC faculty or staff status) set by the manufacturer for the product you wish to buy. We confirm employee status through Human Resources.

    I am trying to place an order for someone, but the VUMC Software Store gives me an error message. 
    You cannot place an order for someone until that person activates their VUMC Software Store account.  You can activate your VUMC Software Store account by logging into the Software Store with your VUMC ID and password.

    How can I activate my VUMC Software Store account?

  • Can I get a refund for my order?

    Please send your request to software.store@vumc.org and include your order number in the request. We can refund your order if we have not already incurred the expense and if you have not already downloaded, installed, or used the software.

    I am responsible for reconciling my department's ledger. How can I get a receipt for a Software Store purchase?

    Please send the request, including the order number, to software.store@vumc.org.

  • I receive an "…invalid center number…" message when I try to place my order. I am using a valid work tag. 
    You cannot use your work tag if the work tag meets any of the criteria below:

    1. Is a new work tag (i.e. VUMC activated it within the past week)
    2. Does not have a Cost Center Manager or a Grant Manager associated with it

    If your work tag is new and has a Cost Center Manager or Grant Manager, please complete the Work Tag Addition Request form. 

    Can I split a VUMC Software Store purchase across multiple work tags? 
    The VUMC Software Store platform does not support this feature.

    The Software Store asks for an account code during checkout. How can I determine my account code? 
    You should contact your department's finance team to find out the work tag you should use.

    Why do I get an error message when I enter my work tag? 
    You can get an error message if you:

    1. Enter an invalid work tag
    2. Enter a frozen work tag
    3. Enter a new work tag (i.e. a work tag that is less than one week old)
    4. Enter a work tag that does not have Cost Center Manager or Grant Manager oversight

    Complete the Work Tag Addition Request form to add a new cost center to the VUMC Software Store.

  • How do I download through the VUMC Software Store? 
    See the VUMC Software Store Downloading Guide.

    My pending order includes a free product. When will the store give me access to the free download? 
    If there is a product in the cart that requires approval, all products in the cart require approval.

    How can I download the software I placed as a proxy order? 
    The VUMC Software Store places the download link in the end user's account, not in the account of the person who placed the order.

    If my download times out or I get disconnected, do I get charged for the product I was downloading? 
    No, we do not charge for downloading. If your download times out, log back into the store, click Your Account in the drop down under your VUMC ID in the upper right corner, and click View Details on your order receipt to access the download again. The download process should resume where it left off when the disconnection occurred.

    I get an unpacking error when I try to download my order. When I try to download again, it just sits there at 0%. What's going on?

    Try the following before you download again:

    1. Delete the files you downloaded the first time.
    2. Make sure your antivirus and firewall software are not interfering with the download process.
    3. Try using a wired connection if you have been using a wireless connection.
    4. Try using a different browser.
    5. Try using a different computer to download the software.

  • Where can I find the download link, product key and installation instructions for my order? 
    Follow these steps:

    • Go to https://www.vumc.org/it/vumc-software-store
    • Click VUMC Software Store - Login Now
    • Log in with your VUMC ID and password
    • Click Your Account/Orders in the drop-down menu under your name at the top of the screen
    • Click View Details on your order receipt to access the product key, download link, and installation instructions

    I purchased software through the VUMC Software Store, but I cannot install it since I do not have administrative rights to my computer. Can my Independent Support Provider install the software for me? 
    Yes. Your Independent Support Provider can help you install the software after you download it to your desktop. You can also call the VUMC IT Help Desk at 615-343-HELP.

  • How can I find my order details? 
    You can find your order number in your order confirmation email. You can also find it on your order receipt. Follow these steps to access your order history:

    • Go to https://www.vumc.org/it/vumc-software-store
    • Click VUMC Software Store - Login Now
    • Log in with your VUMC ID and password
    • Click Your Account/Orders in the drop-down menu under your name at the top of the screen

  • Do I have to renew my license every year?

    Subscriptions require an annual renewal and the product name lists the annual renewal date. If the product name does not include an expiration date, the license is a perpetual license.  Perpetual licenses do not expire.

    Do I get free upgrades with my order?

    Subscriptions include free upgrades to new versions that the manufacturer releases during the subscription term.

    What is Microsoft software assurance?

    Microsoft software assurance gives you the right to upgrade to a new version for $0. Purchasing maintenance does not guarantee Microsoft will release a new version during the maintenance term.​ Subscriptions include maintenance.

    What is Adobe maintenance?

    Adobe maintenance gives you the right to upgrade to a new version for $0. Purchasing maintenance does not guarantee Adobe will release a new version during the maintenance term.​ Subscriptions include maintenance.

    Is product documentation included with my purchase?

    Hard copy documentation is not included with the software you buy. Many products include documentation in electronic form. Some software manufacturer’s post or sell documentation online.​ 

    Is technical support included with my purchase?

    In general, the software manufacturer does not include free phone support with your purchase. Most manufacturer websites offer online and fee-based support options.​ 

    Can I install my software on a home computer in addition to my work computer?

    In general, license use is restricted to VUMC-owned computers and each computer requires a separate license. 

  • What is Microsoft 365 Enterprise E3? 
    Microsoft 365 (M365) Enterprise E3 is a subscription-based Microsoft service. M365 includes Windows for Software Assurance per User, Office 365 Enterprise E3, and Enterprise Mobility Suite + Security. Each VUMC employee may use the service to install Office on up to five PCs or Macs, five tablets, and five smartphones.  

    Can I install the Windows I download through the Software Store on my home computer?

    No. You may only install the software on a computer that VUMC owns.

    Can I share my Microsoft 365 subscription with members of my family?

    No, Microsoft 365 Enterprise E3 subscriptions are per user.

     

  • How do departments buy software through the VUMC Software Store? 
    Please see the VUMC Software Store Ordering Guide for the process you can use to place an order through the VUMC Software Store.

    Do you have a recommendation on who should place orders for departments through the Software Store? 
    The recommendation varies with a department's operational requirements:

    • Some departments assign purchasing responsibilities to specific employees. Under this scenario, a purchasing agent can place proxy orders for others. The VUMC Software Store sends the order and approval confirmations by email to the purchasing agent. The VUMC Software Store places the download in the end user's VUMC Software Store account after a VUMC Software Store Approver approves the order. The end user can install the software, or ask a desktop support provider for help installing the software.
    • Some departments want end users to place their own orders. In this case, the VUMC Software Store sends the order and approval confirmations to the end user and places the download in the end user's VUMC Software Store account. The end user may install the software, or ask a desktop support provider for help installing the software
    • Some departments assign purchasing responsibilities to a desktop support provider so that desktop support has direct access to the download and can install the software for the end user. 

    How can I change the work tag in an order I placed? 
    Please contact the VUMC Software Store at software.store@vumc.org or call (615) 875-7990.

    How can I change a product in an order I placed? 
    Please contact the VUMC Software Store at software.store@vumc.org or call (615) 875-7990.

    How can I cancel a pending order? 
    Please contact the VUMC Software Store at software.store@vumc.org or call (615) 875-7990 for help.

  • What methods of payment do you accept? 
    If you place an order under the "Departments" tab, you pay by work tag (cost center, program, project, gift, or grant). If you place an order under the "Faculty/Staff" tab, you pay by credit card. If you need to tag a work tag with an Assignee, send the order number and Assignee email address to software.store@vumc.org.

    Can I use two payment types (e.g. work tag and credit card) for a multi-product order? 
    No. Only one method of payment can be used for each shopping cart checkout.

  • Why did you cancel my order? 
    We cancel an order if the order is pending more than 30 days. We also cancel an order if the manufacturer discontinued the product before the department approves the order. We cancel orders for subscriptions if the order is still pending after the subscription's end date.

    Do you send alerts to VUMC Software Store Approvers to let them know when they have a pending order in the Software Store? 

    The Software Store platform does not offer this feature. The person who placed the order should forward the order confirmation email to the Cost Center or Grant Manager and ask this person to approve the order.

    I placed an order by work tag in the Software Store. How can I get it approved by my department? 

    Forward your order confirmation to your Cost Center or Grant Manager and ask this person to approve the order. We post instructions for approving orders in the VUMC Software Store Approver's Guide. If you do not know who your VUMC Software Store Approver is, contact your department's finance team, or contact the Software Store at software.store@vumc.org or 615-875-7990.

  • Why did you cancel my order? 
    We cancel an order if the order is pending more than 30 days. We also cancel an order if the manufacturer discontinued the product before the department approves the order. We cancel orders for subscriptions if the order is still pending after the subscription's end date.

    What is your order cancellation policy? 
    Please contact software.store@vumc.org or call 615-875-7990 if you need to cancel an order. We can cancel the order if we have not already incurred the expense. Credit card transactions require a return fee to cover processing fees.

    What is the domain registration policy?
    See the Domain Registration Policy.

  • Why does the VUMC Software Store display a "PROXY USERNAME was not found in our system" error message when I try to buy software on behalf of someone else? 
    You cannot place an order for someone until that person activates their VUMC Software Store account. The end user can activate their account by logging into the store.

  • Who is eligible to purchase software through the VUMC Software Store? 
    VUMC departments and employees are eligible to purchase software through the VUMC Software Store. Licensing terms for specific products may restrict purchasing eligibility to certain groups of users (e.g. Faculty). 

  • Vanderbilt University has a site license for SAS Education Analytical Suite. What products are in this suite?

    See https://www.sas.com/content/dam/SAS/en_us/doc/overviewbrochure/sas-education-analytical-suite-103052.pdf.

    Can VUMC researchers use SAS through the Vanderbilt University site license? VUMC is not able to use SAS through the university’s site license because VUMC does not grant degrees.

    Is VUMC eligible to purchase and use SAS Education Analytical Suite? 
    No. SAS Institute only offers SAS Education Analytical Suite to institutions that grant degrees. SAS classifies VUMC as a commercial entity.

    What are the components of SAS Office Analytics? 
    Office Analytics includes BASE, STAT, GRAPH, Studio, Enterprise Guide, Access to MySQL, Management Console, and SAS Add-in for Microsoft Office.

    How can I get training for SAS?

    SAS Institute offers free online tutorials. 

    How can I get support for SAS?

    SAS users can get support by contacting SAS Institute at support.sas.com.  They can also get support by contacting the VUMC Software Store at 615-875-7990 or software.store@vumc.org.

    How can users access SAS Office Analytics?

    Users can access SAS Office Analytics by purchasing a SAS subscription through the VUMC Software Store. 

    What are the user interfaces for SAS Office Analytics?

    SAS Office Analytics offers two user interfaces:

    • SAS Enterprise Guide (the PC client)
    • SAS Studio (the web interface)

    What is the URL for SAS Studio?

    The URL for SAS Studio is https://sas.app.vumc.org/SASStudio/

    What browsers can I use to access SAS Studio?

    Supported browsers include:

    • Google Chrome 67.0 or later.

    Does SAS require VPN?

    All SAS users should connect to VPN before they connect to SAS via Studio or Enterprise Guide.

    See https://vumc.org/it/vpn to learn about SSL VPN options for Windows, Mac, and Linux devices.

    Can I use a Mac or Linux computer to access SAS?

    Mac users can install SAS Enterprise Guide by creating a virtual machine on their Mac and installing Windows before installing Enterprise Guide.  Parallels Desktop for Mac is a popular product for creating a virtual machine on a Mac. Departments may purchase Parallels Desktop for Mac through the VUMC Software Store by placing their order under the Faculty/Staff tab and paying with a departmental credit card.

     

  • Is the VUMC Software Store search feature tab specific? 
    No. The search results show all matching products under all of the tabs.