Question 1

The app doesn't open at all — I double-click the icon and nothing happens.

Accepted Answer

First ask which Windows version they have (7, 10 or 11) — Windows 7 needs Service Pack 1 installed.

Next, check .NET Framework 4.8: Control Panel → Programs → Programs and Features → look for 'Microsoft .NET Framework 4.8'. If it's missing, they need to download and install it from the official Microsoft site, restart the PC, then try again.

If .NET 4.8 is present and it still won't open, ask them to check the app logs at %LOCALAPPDATA%\GurukulTypingSkill\logs — open the latest file and look for ERROR or FATAL lines.

As a last resort: close the app completely, delete the folder %LOCALAPPDATA%\GurukulTypingSkill (warn them this clears any local progress that has not synced yet), and reopen the app so it recreates its data.

Question 2

Windows shows '0xc000007b — the application was unable to start correctly.'

Accepted Answer

This is a known Windows 7 issue — Windows itself refuses to start the program before our app's own code even runs, so there is nothing in our app logs to check.

Tell the student: this usually means the .NET Framework on their PC is damaged or incomplete. Ask them to (1) run the "Microsoft .NET Framework Repair Tool" (searchable on the Microsoft site), (2) reinstall .NET Framework 4.8, and (3) install two Windows updates if missing: KB2999226 and KB4474419 — both required for a healthy .NET 4.8 on Windows 7 SP1. Restart the PC after each step, then try opening the app again.

This has only been reported once so far — not common — but it is the fix to try for any Windows 7 student with an 'application unable to start' style error.

Question 3

The installer looks stuck/frozen on a screen that says 'Optimizing for faster startup'.

Accepted Answer

This is not actually frozen — reassure the student. This step pre-compiles the app so it opens faster later; it genuinely can take a few minutes, longer on older or slower PCs, and it runs in a single step so nothing visibly moves.

Ask them to just wait and NOT close the installer or restart the PC during this step.

If it has been stuck on the exact same screen for more than 10-15 minutes with zero disk activity (check Task Manager → Performance → Disk), it may genuinely be stuck — they can cancel and retry the installer.

Question 4

Windows shows a blue warning 'Windows protected your PC' / 'unrecognized app' when installing.

Accepted Answer

This is expected right now and completely safe — say this plainly: our installer isn't digitally signed by a certificate yet (that is in progress), so Windows shows this caution screen for any new, less-common app — the same as it would for many small publishers' software.

Walk them through: on that blue screen, click 'More info' (small text, easy to miss), then click the 'Run anyway' button that appears. That's it — installation continues normally after that.

If they don't see 'More info' at all — some very locked-down Windows 11 PCs (Smart App Control) can block the install outright with no override — that's rarer; note it and escalate.

Question 5

Antivirus software (Quick Heal, K7, etc.) is blocking, quarantining or deleting the installer.

Accepted Answer

Reassure the student first: this is a false alarm, not a real virus. Our software captures keystrokes for typing tests (that is its whole job) and installs a few certificates/background helpers — the same kinds of things a keylogger does, so some antivirus tools flag it out of caution, especially before our installer is digitally signed.

Ask them to: open their antivirus app, find the quarantine/blocked-items list, restore/allow our installer file, and add an exception for it if the antivirus offers one. If they're still worried, a fresh download from our official website sometimes clears a one-off flag too.

Do not ask them to fully disable their antivirus — only restore/whitelist our specific file.

Question 6

I can't log in — it says 'Invalid credentials'.

Accepted Answer

Ask them to double-check the email address is typed correctly — no extra spaces, correct spelling.

If the email is right, guide them to reset their password from the login screen ('Forgot password?') — see the password-reset entry for the exact steps.

If they're sure both are correct and it still fails, confirm they signed up with that exact email — sign-up only happens on the website, not inside the desktop app — by asking them to try logging in at gurukultypingskill.com in a browser first.

Question 7

How do I reset my password / I'm not getting the reset email?

Accepted Answer

Tell them: go to gurukultypingskill.com, click Login, then 'Forgot password?', and enter their email. A reset link arrives within a minute or two.

If no email arrives: ask them to check Spam/Junk first — this is the most common reason. Also explain only one reset email is sent per minute, so if they clicked the button several times quickly, most of those requests were quietly skipped — they should wait a full 60 seconds after a request before trying again.

If they still get nothing after checking spam and waiting, that could be a wider email delivery issue — escalate.

Question 8

I clicked the password reset link but it just goes to the login page / says it's expired.

Accepted Answer

Good news — this now works on any device (phone, another browser, another PC), even if they requested the link on a different machine.

The most common cause is clicking an OLD link: only the newest email's link works. Ask: did they request the reset more than once? If so, they must open the most recent email and use only that link — earlier ones stop working the moment a new one is sent.

Also check: has that link already been used once before (each link works only one time)? If so, they need to request a fresh one.

Walk them through requesting a new link and clicking it as soon as it arrives, without touching any older reset emails.

Question 9

How do I create an account? I can't find a sign-up option in the desktop app.

Accepted Answer

That is expected — sign-up only happens on the website, not inside the desktop app. Tell them to go to gurukultypingskill.com on any browser (phone or computer) and click Register.

After registering, they get a verification email — they must click the link in that email before the account is fully active.

Once verified, they download the desktop app from the same website and log in with the same email and password they just created.

Question 10

Can I use my account on more than one PC? And how long does it work without internet?

Accepted Answer

Explain: one account is normally tied to one device at a time. If they genuinely need to switch (old PC broke, bought a new laptop), we can help — but it's limited to 2 device changes per year through support, so ask them to contact us only when they actually need the switch, not to test it.

On offline access: once they have installed the app and logged in at least once, paid-plan students can use it fully offline for up to 7 days before it needs to reconnect and sync; free-plan students get 3 days offline. After that window, a few minutes of internet syncs everything and resets the offline clock.

Question 11

Hindi text is showing as boxes or question marks instead of actual letters.

Accepted Answer

This is almost always a missing font. Explain: the app is supposed to auto-install the Hindi fonts (like Kruti Dev 010) it needs — ask them to fully close and reopen the app once, which often fixes it by re-triggering that install.

If still broken, tell them to check Settings and confirm the correct Hindi option (e.g. 'Hindi - Krutidev') is selected for the lesson/test they're doing, then restart that lesson.

As a manual fix, they can also right-click the font file inside the app's Resources/Fonts folder and choose Install — but only walk them through this if restarting the app did not help.

Question 12

When I type in Hindi, completely different/wrong characters appear on screen.

Accepted Answer

This is the #1 Hindi typing issue — ask this first, it fixes it almost every time: is their Windows keyboard language set to Hindi? It must stay on ENGLISH. Tell them clearly: 'Please do not switch your Windows keyboard to Hindi — keep it on English, our app converts the English keys to Hindi (Krutidev) internally on its own.'

To check/fix: look at the language indicator near the clock (bottom-right) — if it says 'HI', click it and switch to 'ENG'/'EN'.

Also ask them to click inside the typing box first so it has focus, and confirm no other app has grabbed the keyboard.

Question 13

Which Hindi font/keyboard should I practice on, and why doesn't copy-pasting Hindi work properly outside the app?

Accepted Answer

Guide them by their exam: most state government exams (CPCT, RSMSSB, Rajasthan/UP/Bihar jobs) want Krutidev; central exams (like SSC) usually want Mangal/Unicode. If unsure, tell them to check their exam notification for the required font/layout, or ask us and we will help match it.

On copy-paste: Krutidev is NOT Unicode — it is an old-style font where the same text looks like garbled English/symbols in any app without Krutidev installed (like WhatsApp or a plain text box). This is completely normal, not a bug. If they need to share Krutidev text elsewhere, point them to a free Krutidev-to-Unicode converter on our website before pasting into WhatsApp, email or online forms.

Question 14

The app froze in the middle of a typing test — the countdown timer even stopped.

Accepted Answer

Apologise for the disruption — this is a known issue we are actively working on, mostly on older/lower-spec PCs during longer exam-mode tests.

Ask them to wait about 30-60 seconds first — it sometimes recovers on its own. If not, close the app fully (Task Manager if needed) and reopen it; progress up to the freeze is usually saved locally, but that specific test attempt may need to be restarted.

Reassure them this does not affect their account or other results — only that one test session.

Question 15

The test screen is stuck on 'Ready to Start' with no passage/text to type.

Accepted Answer

This is a known issue where a specific test fails to load its content. Ask them to go back to the test list and start the SAME test again — it sometimes loads correctly the second time.

If it happens again on the exact same test, ask them to try a different test to confirm the app itself is otherwise working, and note down exactly which test (name/exam) showed the blank screen.

Tell them closing and reopening the app, then trying again, is the most reliable recovery.

Question 16

I'm typing but nothing (or the wrong thing) is appearing in the typing box.

Accepted Answer

First ask them to click directly inside the typing box so it has keyboard focus, and check no other window/app is on top of it.

If they are typing Hindi and it is garbled, use the separate Hindi keyboard-language entry — that is the most common cause.

If it is English and still not working, ask them to exit the session, go back to the lesson/test list, and start again — a simple restart of that screen fixes most cases.

Question 17

The app says 'Office not installed' even though Word/Excel is definitely installed.

Accepted Answer

Ask them to wait a few seconds after opening the app and try again — Office detection runs in the background right after launch and can take a moment.

Confirm: does Word or Excel open normally on its own, outside our app? If yes, ask them to fully close our app and reopen it.

If it still says not detected, this can mean Office is installed for a different Windows user account than the one running our app, or the Office installation itself is damaged — a Repair via Windows Control Panel → Programs → Microsoft Office → Change → Repair usually fixes it.

Question 18

Word or Excel opens as its own separate floating window instead of appearing inside our app.

Accepted Answer

Ask them to close any Word/Excel windows already open before starting the test — a window already open in the background is the most common cause.

Also check: is Word/Excel showing 'Protected View' (a yellow bar saying 'Enable Editing')? If our app opened a document that landed in Protected View, ask them to click Enable Editing, close it, and start the test fresh.

If it keeps happening, ask them to restart the PC once — this clears any stuck Office background processes.

Question 19

I got a message: 'Microsoft Word was closed unexpectedly. Your test has been saved for manual review.'

Accepted Answer

Reassure them strongly: nothing is lost. Their document was saved on their own computer the moment this happened, and it will be graded manually — this is not a zero and not a failed attempt, it's marked 'pending review' until an instructor checks it.

Explain gently: this usually happens if Word/Excel got closed during the test — sometimes by accident (clicking the X), sometimes Office itself hiccups. Ask them not to close the Word/Excel window during a test, even by accident, and to wait for our on-screen 'submit' instead.

Tell them the review happens on our side — they do not need to do anything else, and their score will update once reviewed.

Question 20

I completed the entire Word/Excel test properly but got 0 marks / the app froze/crashed exactly when submitting.

Accepted Answer

Take this seriously and apologise — this was a real bug affecting some students when a test ended exactly at the time limit, and it has since been fixed in our latest update.

Ask when they took the test (date) and whether their app has updated recently (Help → About shows the version). If it was before the fix, their document was likely preserved on their computer even though the score showed 0 — this is recoverable.

Tell them: we will manually check their case — please do not retake the test yet, since we may be able to restore the real marks from the saved document. Take down their name, email, the test name, and roughly when they took it.

Question 21

I completed a test on the desktop app but I don't see the result on the website dashboard.

Accepted Answer

First check: is the PC connected to the internet right now? A result needs one successful sync to reach the website.

Ask them to open the desktop app, go to Settings, and click 'Sync Now' — this forces a sync manually instead of waiting for the automatic background one.

If it still does not show after a successful-looking sync (no error shown), ask them to fully log out and log back into the website dashboard — sometimes the dashboard just needs a refresh of its own session.

Question 22

My test result shows up on the wrong date — it looks like it happened a different day.

Accepted Answer

This almost always means the PC's clock or timezone is set incorrectly. Ask them to check Windows Settings → Time & Language → Date & Time. The timezone must be '(UTC+05:30) Chennai, Kolkata, Mumbai, New Delhi (IST)', and 'Set time automatically' should be ON.

After fixing the clock/timezone, tell them to restart the app — new results will have the correct date from then on. The one result that already synced with the wrong date needs a correction on our side, not something they can fix themselves.

Question 23

My progress/results disappear or don't save after I restart the app or PC.

Accepted Answer

Ask them to check available storage space on their C: drive — if the disk is completely full, the app can't save anything locally.

Also ask if they have ever run the app as Administrator — doing this once (right-click → Run as administrator) sometimes fixes a permissions problem blocking saves, though they should not need to always run it that way.

If disk space and permissions are fine and it still happens, take down exactly what was lost and when for a closer look.

Question 24

I paid for a plan (money was deducted) but my account still shows as Free / not upgraded.

Accepted Answer

Reassure them first — this is almost always a quick fix, not a lost payment. Ask them to log out and log back in (both on the website, and on the desktop app if they use it) — the plan often just needs a fresh session to show up.

On the desktop app, also suggest Settings → 'Sync Now' to pull the updated plan.

If it still shows Free after logging out/in and syncing, take down their registered email and the approximate payment time/amount — we can verify the payment on our side (Razorpay) and activate it manually if the automatic activation did not go through.

Question 25

What plans and prices do you have, and how do I use a coupon/discount code?

Accepted Answer

There is a Free plan (5 English + 5 Hindi lessons, 10 typing tests, 2 sample Word + 2 sample Excel efficiency tests — forever free).

Typing Tutor plan (unlimited typing tests + lessons): from about ₹199 for 15 days up to ₹1,299 for a full year (longer durations are cheaper per month).

Full Package (everything, including Word/Excel efficiency tests and mock exams): from about ₹299 for 15 days up to ₹1,999 for a full year.

For a coupon: tell them to go to the Pricing page, choose a plan and duration, and there is a coupon-code box right on the checkout/payment screen before they pay — the discount applies immediately once a valid code is entered. Payments are processed securely through Razorpay.

Question 26

Can I get a refund?

Accepted Answer

Be polite but clear: all sales are final and non-refundable — we don't offer refunds once a plan is purchased. We keep a free plan specifically so students can try everything before buying.

If the student is asking because something isn't working (not just a change of mind), always help fix the actual problem first — many 'refund' requests are really a bug we can resolve, and once it's fixed they are usually happy to keep the plan.

Question 27

How do app updates work — do I need to download a new version myself?

Accepted Answer

Tell them it is automatic and simple: updates happen quietly in the background whenever they open the app, as long as they have internet. They do not need to visit any website or download anything manually.

If they suspect they are on an old version, the easiest fix is: close the app completely and reopen it once (with internet connected) — that gives it a chance to check for and apply any pending update. A short restart is usually all that is needed.

Question 28

The app says I'm on the latest version, but I don't have features other students are describing / it seems out of date.

Accepted Answer

Explain gently: right now, if the update check itself fails (say, a weak or interrupted internet connection at that exact moment), the app can mistakenly show the same 'you're up to date' message as a genuine up-to-date check — so this message is not 100% reliable yet.

Ask them to check Help → About for their exact version number, and tell them the current version so they can compare.

If they are behind: make sure they have a stable internet connection, fully close the app, and reopen it — that retriggers the check. If it is an old install (from a while back, before our newer auto-updater), it may not auto-update at all and could need a manual reinstall from the website — flag this if restarting does not move the version number.

Question 29

At the center PC, it says 'Student ID or PIN is incorrect' even though I'm sure I typed it right.

Accepted Answer

Explain: this exact message shows for BOTH a wrong PIN and an unrecognised Student ID — it is deliberately the same message for both, so do not assume from the wording alone which one is wrong.

There is no lockout for mistyping — they can try again as many times as needed, there is just a short pause (about 1.5 seconds) each time.

Ask the center operator/admin to confirm the exact Student ID on their dashboard's Students page. If it's correct and the PIN still fails, the operator should use 'Reset PIN' on the dashboard — this takes effect on the very next login attempt, no waiting required, as long as the PC has internet at that moment.

Question 30

I forgot my center PIN / need it reset — what do I do?

Accepted Answer

Explain clearly: a student cannot reset their own PIN — this always has to be done by their center's operator/admin (the person running that coaching center) through their center dashboard's 'Reset PIN' option, not by us in support directly.

Tell the student to ask their center operator/instructor for a PIN reset. If they don't know who that is, ask which center they attend and we can help point them in the right direction.

If a center operator calls us directly, point them to Students → Reset PIN on their own center dashboard — it's self-serve for them, immediate effect, no waiting period.

Question 31

My practice sessions / attendance aren't showing up in the center's student portal.

Accepted Answer

Explain: sessions only appear in the web portal after the desktop kiosk app successfully syncs to the cloud — usually right when the student logs out at the end of their session, and only if the PC had internet at that moment.

If the PC was offline when they logged out, their session is safely queued on that PC and uploads automatically the next time it reconnects — nothing is lost, it just hasn't reached the cloud yet.

Ask the center operator to check that specific PC's internet connection and reconnect it so any queued sessions can flush through.

Question 32

What's the difference between my center (coaching institute) login and a personal individual account? Can I use my center ID at home?

Accepted Answer

Explain simply: a center login (Student ID + PIN) only works on that center's registered kiosk PCs — it's provided and managed by the coaching center itself, not something the student signs up for directly, and it will not work on a home computer or an app installed elsewhere.

An individual account is a separate, personal account the student creates themselves on our website with their own email — this one works on their own PC/laptop at home and is entirely separate from whatever their center provides.

If a student wants to practice both at the center AND at home, they need both: their center-issued Student ID/PIN for the kiosk, and their own separate personal account (free or paid) for home use. These do not share progress with each other automatically.

How can we help?

Installing & Opening the App

Hindi Typing & Fonts

Typing Tests

Word / Excel Efficiency Tests

Results & Syncing

Payments & Plans

App Updates

Center students (कोचिंग सेंटर के विद्यार्थी)