Help

If you have a technical query regarding our PDFs, DVD-ROMs, downloads or apps that isn't answered in the dedicated help sections below then please contact the Customer Services Technical Helpline on +44 (0)333 200 2415 or by email at dvsa.dvd.support@tso.co.uk

If you have a more general query about a DVSA product then please contact Customer Services by telephone +44 (0)333 202 5070 or email dvsa.merchandising@tso.co.uk. For data security purposes, please do not submit any credit card details in email correspondence with TSO.

The Customer Service Centre is open from 08:30 to 17:00 Monday to Thursday and 09:00 to 17:00 (BST/GMT) Friday. Telephone calls may be monitored or recorded for training and quality purposes.

For product-specific help, please read the following sections:

PDF downloads


The PDF is protected by Digital Rights Management (DRM) and can only be opened with Adobe Digital Editions.

Frequently Asked Questions

Is my computer/device compatible? Adobe Digital Editions

Please see the below chart to confirm whether your device is compatible with this software platform or click here for a list of hardware compatible with Adobe Digital Editions.

Devices and Platforms Compatible with Adobe Digital Editions?
Windows
Windows
Yes
Apple i operating System
Apple iPhone/ iPad
Yes*
Apple Macintosh
Apple Macintosh
Yes
Android
Android
Yes*
Blackberry
Blackberry
No
Kindle No
Kobo Yes
Nook Yes


*iOS (iPhone/iPad) and Android smartphone users can transfer DRM-protected PDFs using Bluefire Reader.

Bluefire Logo

Install Bluefire Reader to Sync your device with Adobe Digital Editions.

TSO recommends the Bluefire Reader but as this is third party software we will not be held liable for any technical issues.

For instructions on how to sync your eReader with Adobe Digital Editions please visit the Adobe Digital Editions Help Page.

Can I order PDFs by phone?

The product has to be downloaded online and cannot be ordered by phone. If you are unable to pay by credit or debit card then please contact our esupport team who may be able to arrange a pro forma invoice for payment by bank transfer - details of your download can then be supplied to you by email following receipt of payment.

Can I buy a PDF for someone else?

If you purchase a PDF on behalf of a third party then you will need to supply the intended user with full details of the software required for download and url links for the PDF.

To forward an unopened link to another person by email, right-click on the link and either select 'copy shortcut', or view the properties and copy the 'Address/URL', then paste it into an email for the intended user.

What if I am unable to download?

If you experience any problem with your download then please contact our esupport team; they will work with you to resolve supply of your order.

Are there restrictions for copying or printing?

PDFs are encrypted and will not allow copying, cutting or pasting. Unless otherwise stated the file may only be printed once. Some PDFs contain pages in landscape and portrait. To ensure these print correctly check that 'Auto-rotate and Centre' (if available) is selected on the 'Page Handling' options of your printer settings.

Can I access my PDF on more than one device?

Adobe Digital Editions can be Authorised six times by a single Adobe ID. It is therefore possible to open a protected PDF on up to six different devices by Authorising the software on each device with the same Adobe ID:

  • Install Adobe Digital Editions and Authorise the software by creating an Adobe Account (an Adobe ID)
  • Download your PDF
  • Back-up the PDF to a storage device or system
  • Install Adobe Digital Editions on your new hardware system and Authorise the software with your unique Adobe ID
  • You will now be able to open your back-up PDF on your new hardware

If you decline signing up for an Adobe ID then your TSO PDFs will belong to the computer and not a named user account/Adobe ID.

You can De-Authorise and Re-Authorise Adobe Digital Editions with the shortcut: (Ctrl-Shift-D for Windows / Cmd-Shift-D for Macs) this allows you to change the ID associated with the software. Please note: De-Authorising and Re-Authorising your software will use one of your six available Authorisation privileges.

What is "URLLink.acsm" ?

If you have clicked your download and received the above file, this means your PC has not associated the new Digital software required to receive the document.

Open your Adobe Digital Editions then click on the file 'URLLink.acsm' and drag-and-drop this into the open software window. Your PDF should begin downloading after a few moments.

Who is the 'eBook Vendor'?

The eBook Vendor is Adobe. To Authorise your copy of Adobe Digital Editions simply set the eBook Vendor to 'Adobe ID' and follow the on-screen instructions.

An error message has displayed - what does it mean?

None of the requested vouchers could be obtained: Please attempt the download again, if your link will no longer work please contact e-support - esupport@tso.co.uk to request reactivation.

Your Adobe Software could not be activated: The Adobe DRM Activator is not responding It may be that the Adobe Activator site is busy and you should try later, or that your network will not support downloads from Adobe. In this case please contact your network administrator.

Page Cannot Be Found: This error will be obtained when you click on the download link. This usually indicates that a previous attempt to download has failed before completion, resulting in a corrupt download file. Please contact e-support - esupport@tso.co.uk, quoting the error message above, and they will arrange to reset the incomplete download and make a new download available.

Your Adobe software could not be activated. Adobe DRM Activator error (Client code 31) HTTP code 404 Fault location: 15

or

Server-Code 400 400 Bad Request Invalid EBX-Version from client: not sent

or

An error occurred while receiving this document. None of the requested vouchers could be obtained. Adobe DRM client Error: 810. Local voucher engine error

or

similar

These errors are likely to be caused by a problem in transmitting the required HTTP requests between your PC and the Adobe website. These requests are used to activate your Adobe Reader.

The most likely cause is problems with your firewall or proxy server not allowing these requests through, or otherwise corrupting the requests.

If you are using a company PC you will need to discuss this with your IT department.

If you are using a home PC, you will need to speak to your ISP (Internet Service Provider). More technical support is available from Adobe Digital Editions Help and Support


DVD-ROMs

My DVD says Adobe Air is damaged.

Before you can run your disc the current version of Adobe Air must be installed on your PC or Mac (included on The Official DVSA Car Theory Test DVD-ROM).

Install Adobe Air from the DVD-ROM:
PC: If you have an earlier version of Adobe AIR than that included on the disc, you will need to run the DVSA Car Theory Test Program. Select the 'Start' menu, then ‘Programs’. Select DVSA Car Theory Test from the Programs menu. A message will inform you to update your version. Click ‘Update’ to proceed.

Mac users: If you do not have Adobe AIR installed, or if the version you have is an earlier version than that included on this disc, you may see a warning message. Click OK to the message, then open the Resources folder on your disc drive, double-click on the Adobe AIR Installer and follow the on-screen instructions. Once complete, click Finish and you’ll be able to run your DVD-ROM from the disc.

I'm using Windows 8 and the disc won't install

When installing the DVD-ROMs, Windows 8 users may need to use the setup.exe within the PC folder and not  the DVSAcartheorytest.exe file in the root of the disc.

My DVD skips or just doesn't run.

The Hazard perception is a DVD and will work in a computer, as long as the computer has a DVD-Rom. It is a interactive DVD and will not run through Windows Media Player properly like a standard DVD. To resolve this problem you will need to purchase Interactive DVD player software. WinDVD or CyberLink PowerDVD are the market leaders but there is also a free open source version called VLC Media Player.

Please note: Windows 8 will not play DVDs. To play The Official DVSA Guide to Hazard Perception DVD using Windows 8, you will need to download media player software

I'm using Windows XP and my CD-ROM doesn't run but I don't get an error message.

If you do not encounter an error message but the CD-ROM is not working then the problem could be due to MSXML and Windows Scripting Host. To resolve this problem please:

1. Open 'My Computer' and then right click on the D Drive which has the CD icon. Click on 'Explore'. Find Windows scripting host and double click.

2. You will then get two icons coming up, one will be 'Windows 95, 98' and the other will be 'Windows XP, 2000'. Double click on 'Windows XP, 2000' and follow the instructions to install.

3. Once this is installed please go back on my computer . Right click once on the CD icon. Click on 'Explore.' Find 'MSXML' and double click. Follow the instructions to install.

4. Once this is installed please re-start you computer.

If the disk is still not working; nothing is showing or it is not responding then try performing a Microsoft update. Visit support.microsoft.com (the www dot is ommitted here) and follow instructions.

I'm using Vista and my CD-ROM doesn't run but I don't get an error message.

If you are using Vista and there is no error message what you are experiencing is probably a Securom related issue. Although DVSA make the discs a company called Securom deal with the security side of the disc. To resolve this please:

1. Go on www.securom.com/support.asp and follow the eight simple instructions.

2. Once you have done this it will send off an analysis to Securom. If there are any further problems Securom will contact you directly.

3. Please re-start your computer.

I'm using Vista and my CD-ROM doesn't run and I keep getting the message 'please insert original disc' or a 'network licence error has occurred'.

This is probably due to a Securom related issue. Please check www.securom.com/support.asp and follow the instructions as above.

The disc is not working as the screen is either blank, black or white.

If you are using either Vista or Windows XP and the disc is not working as the screen is either blank, black or white then this is probably an issue with Flash Player. It is likely that you are experiencing this problem because you do not have the most up to date Flash Player. Please follow the instructions below to resolve this problem:

1. Go on www.adobe.com and download the most up to date version of flash player free of charge.

2. Once this has downloaded please re-start your computer.

Interactive downloads

Installation

In order to use your Software Download you will need to install it onto your PC or Mac and activate it using your serial number, which you are supplied with on the order confirmation screen.

For PC users

To install the program double-click the downloaded file and follow the on-screen instructions. You will need to accept the terms and conditions of use during the installation.

To open the program double-click the DVSA Car Theory Test Download icon on your desktop. When you open the program for the first time you will need to activate it by entering your serial number when prompted.

For Mac users

To install the program double-click the downloaded file. This will mount the file as a drive which will open and display the DVSA Car Theory Test Download icon. Double click this icon and follow the on-screen instructions. You will need to accept the terms and conditions of use during the installation.

The program will automatically open and prompt you to activate it by entering your serial number.

Purchasing

Purchasing a software download through the TSO Shop follows the same procedures as purchasing other products. All the current payment methods can be used and you can purchase books, PDF downloads, eBook downloads, and software downloads in the same transaction. If paying by credit or debit card the transaction payment for eBooks will be appear as a separate transaction on your statement.

Please note: only one software download can be purchased in each transaction.

Once payment has been confirmed you will be directed to the confirmation screen. Here you will be able to download your chosen product along with making a copy of your serial number.

System Requirements

Please ensure that your computer conforms to the system requirements as set out below. If you proceed to download and install and your computer does not conform, TSO will not be able to provide you with technical support.

The Official DVSA Theory Test

System Requirements:

PC

  • Operating system: Microsoft® Windows® 7, 8, 8.1 and 10

  • CPU Type and Speed: 2.33GHz or faster x86-compatible processor

  • Hard drive: 650MB (approx. 250MB software program/ 400MB optional audio)

  • Memory: 512MB (1GB recommended)

  • Display: 1024 x 768 or higher

Mac

  • Operating system: Mac OS X v10.7 to v10.11

  • CPU Type and Speed: Intel Core™ Duo or faster processor

  • Hard drive: 650MB (approx. 250MB software program/ 400MB optional audio)

  • Memory: 512MB (1GB recommended)

  • Display: 1024 x 768 or higher

The Official DVSA Guide to Hazard Perception

System Requirements:

PC

  • Operating system: Microsoft® Windows® 7, 8, 8.1 and 10

  • CPU Type and Speed: Intel® Core™2 Duo or equivalent processor (minimum)

  • Hard drive: 3.5GB free (minimum)

  • Memory: 2GB (3GB recommended)

  • Display: 1024 x 768 or higher

Mac

  • Operating system: Mac OS X v10.9 to 10.12

  • CPU Type and Speed: Intel Core™ Duo or faster processor

  • Hard drive: 3.5GB free (minimum)

  • Memory: 2GB (4GB recommended)

  • Display: 1024 x 768 or higher

The Official DVSA Theory Test Kit for Car/ Motorcycle/ Large Vehicles

System Requirements:

PC

  • Operating system: Microsoft® Windows® 7, 8, 8.1 and 10

  • CPU Type and Speed: Intel® Core™2 Duo or equivalent processor (minimum)

  • Hard drive: 4GB free (minimum)

  • Memory: 2GB (4GB recommended)

  • Display: 1024 x 768 or higher

Mac

  • Operating system: Mac OS X v10.9 to 10.12

  • CPU Type and Speed: Intel Core™ Duo or faster processor

  • Hard drive: 4GB free (minimum)

  • Memory: 2GB (4GB recommended)

  • Display: 1024 x 768 or higher

 

 

Downloading

To download your chosen version:

Click on the link and save the file to your desktop or default download area when prompted. Messages vary depending on your operating system.

If you do not wish to download your software straight away a link to the software download will be found in the 'Your Account' pages under 'Download History'.

Time to download

The time taken to download will depend on your internet connection speed.

Restrictions

This software download is not for shared use and will be locked to your computer.

Returns

Software downloads cannot be returned once downloaded.

Frequently Asked Questions

What are the download files?

The download file is an installation package. It will install its contents to a default location on your computer. PC users can choose to change this location during the installation process.

I have installed the software but cannot find where the installation is.

For PC users, the installer will have placed an icon on your desktop. You can access the program by double clicking this icon.

If you no longer have this icon the default location for the installed files is:

C:\Program Files\DVSA Theory Test\DVSA Car Theory Test Download

I have a problem with the installer.

In the rare event that the installer fails to install, please email: esupport@tso.co.uk or telephone: +44 (0)333 200 2425.

App support

Reporting a problem

We hope you will find TSO's smartphone apps easy to use and helpful, but if you are experiencing any issues with our apps or would like to send us any comments or feedback, this page can help you. Check the FAQs to see if you can find an answer to your question, and if not, contact us by filling in our feedback form and our Technical Support Team will get back to you as soon as we can.

Please include the following information in your email to aid the Technical Support Team in helping you more efficiently:

  • name of the app you are using
  • the device you are using it on (e.g. iPhone 4)
  • the operating system you are using (e.g. iOS 4.2). If you are not sure of your Operating System (OS), you can check by going to 'settings' on your device, then selecting 'general', 'about' and then scrolling down to 'version'
  • as much detail as you can give about the issue/feedback.

I am having problems downloading an app from iTunes - what should I do?

If you are trying to purchase one of TSO's apps from iTunes but the app is failing to load to your device (you cannot see the app's icon on your device or on your iTunes account), you will need to get in touch with Apple directly. For more information on how to report an issue to iTunes: http://support.apple.com/kb/HT1933.

I have downloaded the iPhone app, but it's not working properly - what should I do?

The first thing to do is to check that the software on your device is up-to-date. For our Driver & Vehicle Standards Agency apps to function, you need to be using iOS 3.0 or above. For our Life in the UK app to function, you need to be using iOS 4.0 or above. If you are not sure of your Operating System (OS), you can check by going to 'settings' on your device, then selecting 'general', 'about' and then scrolling down to 'version'.

If you are not using the appropriate OS you will need to update your software. There is advice on how to do this on iTunes: http://www.apple.com/support/itunes/install/.

If you are still experiencing issues, please contact us by filling in our feedback form. Please give us as much information as possible about your issue as this will help us identify what the problem might be. We will then get back to you with a resolution as soon as possible.

The voiceover isn't working - what should I do?

You will need to download the voiceover by going in to settings and switching the voiceover on. You will need to be connected to a Wi-Fi network in order to download the files. It may take some time to download as there is quite a lot of data, but please be patient! If you leave your device whilst the voiceover is downloading, the download progress bar may have disappeared when you return. To check the progress, reselect the 'Voiceover on' button in Settings, click 'yes' to the pop-up, and the progress bar should reappear.

If you continue to experience problems, please contact us by filling in our feedback form with as much information as possible about the problems you are experiencing and we will help as soon as we can. Please note that voiceover is not available on the DVSA Theory Test Free App, You'll need to upgrade to the full app if you want to use this feature.

I have entered my test date in 'Settings' but I am not receiving any notifications - why? (DVSA app users)

Users on iOS 4.0 or above who enter a test date when prompted on their first use of the app, or who enter a test date in 'Settings', will receive regular notifications reminding them to prepare for their theory test. However, this function is not available to users on iOS 3. To enable this functionality, you will need to update your software. Details on how to do this are available on iTunes: http://www.apple.com/support/itunes/install/.

If you continue to experience problems, please contact us by filling in our feedback form.

I have bought The Official DVSA Theory Test Kit for Car Drivers but it seems to be missing one whole section (either Hazard Perception or multiple-choice) - what's wrong?

The likelihood is that you have gone into one section of the app but have not navigated all the way back to the main home screen. When you are on the main page of the Theory Test or Hazard Perception part of the app, there is a home icon in the top left hand corner. Select this and you will be taken back to the main homepage where you can select the other section of the app.

How long should it take for you to get back to me about my issue?

Our support team are available between 9am and 5pm Monday - Friday. We will endeavour to get back to you on the same day about your issue, but we may need to refer it to the app developers if we are not able to identify an immediate problem. We will keep you informed of the progress of your issue and aim to have issues resolved within 48 hours where possible.

I have a suggestion about the app - can I let you know?

Yes please! We'd love to hear your comments and suggestions. Although we can't guarantee that we will be able to make all the changes you suggest, we will listen to them all and see if we can incorporate them into future versions of the apps to make them even better. Please contact us by filling in our feedback form and tell us what you think!

For all other queries please contact us by filling in our feedback form. Please provide as much information as possible to aid the Technical Support Team in helping you more efficiently.