Frequently Asked Questions About the Illustration Software

Here is a list of frequently asked questions for our SSQ Illustration Software. If your question does not appear in the list below or if you have problems when downloading or installing the software, contact us and one of our agents will be pleased to help.

I completed the installation of the SSQ Illustration software, but the shortcut icon does not appear on my computer desktop.

Windows 10:

  • Find your program in the All apps list of the Start menu. 
  • Click and hold the left mouse button on the program’s icon and drag the icon onto the computer desktop.

Other versions of Windows:

  • Go to the following folder: C:\Program Files (x86)\SSQ\Illustrator. Right-click on the AXLM.exe file and select "Send to -> Desktop (create shortcut)".
  • A shortcut will be created on the desktop, and you can rename it, if desired.
I completed the update, but a window keeps reappearing saying that I need to update the SSQ Update file.

This screen can sometimes appear after updating the SSQ Illustration software. The installation completed normally, but the file that detects future updates still needs to be updated. Click on Download Now to install this file, and the message will no longer appear.

The SSQ Illustration software is asking me for a password.

When you open the SSQ software for the first time, you will be asked to create a password. This password must be between 6 and 30 characters long, and be comprised of letters and numbers. In the next screen, you will be asked to create a security question and answer, in the event that you need to reset your password.

This is not the same password as the one you use to access our Extranet website. It is actually used for our electronic express application, available through the Illustration Software, to safeguard the sensitive client information that is saved in this form.

Please note that even if you will not be using the electronic express application, you will still be required to create a password and security question the first time you use the SSQ software.

I can open the SSQ software, but when I try to illustrate a product, a message appears saying that I have passed the deadline to update the illustration software and some parts of the software are no longer available.

This warning message indicates that an update of the SSQ Illustration software was launched some time ago, and to ensure the integrity of the data used in our illustrations, you must update the software before being able to use it again.

To fix this, go into the Help menu on the software’s main screen, and select Check for Updates, or click on the download link on this website. Once the update is complete, you will be able to illustrate all products again.

Some text or certain elements in the illustration screens are overlapping or information is missing from the screen.
  1. Go into the Control Panel and select Display.
  2. If the option under "Make it easier to read what’s on your screen" is any option other than 100%, the SSQ software will not appear full screen on the main screen, and the text fields will overlap in the individual product modules. Modify this option to 100% and restart the computer.
I want to use the Electronic application.

Convenient and user-friendly, our Electronic application is always available through our website: We’ve simplified the process and made it more efficient with electronic signatures, to help you offer a one-of-a-kind experience to all of your term life or critical illness insurance clients!

For permanent life or universal life insurance, please note that you can still use our electronic express application available through the Illustration Software.

The software indicates that there are updates to be done, but when I try to proceed, a message appears onscreen: Please close all modules of the SSQ illustration software in order to continue.

To completely update the illustration software, all windows of the software must be closed before proceeding. With the previous message still onscreen, click on the X in the top right-hand corner of the main software screen to close it, and then click on the Retry button to continue.

If there are no software modules open, or in other words no software windows appear onscreen other than the error message, it’s possible that there is an instance of the SSQ software still running in the background. In this case, restart the computer to ensure that all illustration software windows are completely closed.

I would like to install the SSQ Illustration software on a Macintosh / Linux computer, or on my tablet / smartphone.

The SSQ Illustration software can only be installed on computers with a full Microsoft operating system. It is not currently compatible with Macintosh computers or computers running a Linux system. It can also not be installed on smartphones or tablets such as iPads, Android or other, with the exception of tablets that run a full Windows operating systems, such as the Microsoft Surface.

I installed the SSQ Illustration software, but I receive an error message when trying to open it or no windows open / nothing happens onscreen.

Here are a few solutions to this problem:

  1. Install the complementary software:
    It’s possible that one of the complementary software needs to be reinstalled. Make sure to click on each link in Step 1 and install each software, and then try the illustration software again.
  2. Windows Updates:
    Several important Windows updates have been released recently, and it’s important that your computer be up-to-date to ensure the SSQ software can function properly. To see if all updates have been done:
    • Click on the Start menu button, and then type "Update". Click on "Microsoft Update". Then click on Check for Updates in the list that appears (alternatively, go into the Control Panel -> System and Security -> Windows Update).
    • Click on the Check for Updates button, and then on the Install button.
    • After the installation completes, restart the computer. 
    • It is possible that there are other updates that were not completed in the first round, so it’s important to repeat steps A through C until the message "Your device is up to date." appears.  
  3. Run as administrator:
    It’s possible to run the SSQ illustration software as an administrator by following these steps:
    • Close all open windows of the SSQ software.
    • Right-click on the SSQ icon on the computer desktop, and choose Properties. Click on the Compatibility tab, and then check the box labeled Run this program as an administrator, under the Privilege Level section. Click on Apply, and then on OK.
    • Repeat these steps for the following files:
      • C:\Program Files (x86)\SSQ\Illustrator\axul\axul.exe
      • C:\Program Files (x86)\SSQ\Illustrator\axlc\axlc.exe
  4. Uninstall the SSQ illustration software:
    To make sure that there were no errors during installation, it is sometimes a good idea to uninstall the illustration software and reinstall from scratch.
    • Go into the Control Panel, and click on "Programs and Features".
    • Uninstall the six software modules: 
      • SSQ – Marketing Materials 
      • SSQ Life and Critical Illness Insurance 
      • SSQ Premium Comparison 
      • SSQ Splashscreen 
      • SSQ Universal Life 
      • SSQ Update 
    • Open C:\Program Files (x86)\ and delete the folder named SSQ. Please note that this folder only contains the installation files; the saved illustrations are kept in a different location on the computer.
    • Install the SSQ software again using the link provided in Step 2 of this website.

If you are still having problems after following these steps, please contact us.


    If you didn’t find the answer you were looking for or if you are having problems with your software, please complete the form below, and a service agent will contact you with solutions or for more information.

Ex. : 418 888 8888
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