| + (1) Course Section displays black screen with no sound.
Cause: Adobe Flash Player not installed or improperly installed.
Solution: Install or reinstall Adobe Flash Player directly from the PRINCE2 CBT CD as follows:
Ensure that all Internet Explorer windows are closed.
With CD inserted in a CD-ROM drive, navigate to the Adobe folder and double-click on install_flash_player_10_active_x.exe.
Installation is rapid.
Note: It may be necessary to reboot the machine after installation.
+ (2) Installation of Adobe Reader may be done directly from the CD as follows:
With CD inserted in a CD-ROM drive, navigate to the Adobe folder and double-click on AdbeRdr1000_en_US.exe.
Follow and respond to all prompts from the installation program. This process may take a few minutes.
+ (3) Main Menu disappears and is not visible on the Task Bar. Occurs when the user changes to other applications while the CBT is running.
Cause: Windows standard behaviour for Modal screens. Will take more research to solve.
Solution: Successively minimize other windows until the CBT Main Menu is uncovered.
+ (4) Security alert from various anti-virus programs. Typically "The program below tried to change your Windows configuration to load a program library (DLL) automatically".
Cause: The CBT program runs from the CD and is therefore not known by the Operating System.
Solution: Allow the program to proceed.
+ (5) Adobe Reader X requires the user to accept the Adobe Licence Agreement on first use after installation.
Cause: Adobe requirement.
Solution: Accept the licence agreement. Will only occur the first time it is used.
+ (6) When displaying PDF documents from within the course, each document opens in Internet Explorer, but is not given focus. The Internet Explorer icon on the task bar flashes. (Windows 7)
Cause: The behaviour of our software tools is different in Windows 7.
Solution: Select the Internet Explorer icon on the task bar to display the document.
To return to the CBT course, either close the Internet Explorer window, or minimize it to expose the CBT screen.
+ (7) The unpack process when opening any section of the CBT can be very slow.
Cause: The de-encryption process is relatively resource-intensive, and its speed will depend on processor speed and available memory.
Solution: This only affects the initial unpack process when a course section is opened, and will not affect performance while working through the course.
+ (8) Setup cannot continue because some system files are out of date on your system… [Error message during first installation]
Cause: The above message occurs when the version of Oleaut32.dll on the client machine is older than version 2.20.0000. Certain files critical to the installation process of Visual Basic applications require Oleaut32.dll version 2.20.0000 or later. [See http://support.microsoft.com/kb/174135]
Solution: Click OK; Then restart the machine and restart installation from the CD.
+ (9) When entering an Unlock Key the following message is received: "The activation key cannot be applied. The installation code of the license file does not match with code 0"
Cause: This message appears when an error has been made during the generation of the Unlock Key. Either the incorrect Code has been copied from the user's email or Fax, (should be Code 04) or the incorrect Installation Code has been selected in the drop-down list. (should be Netbios Name (local)(4).)
Solution: Create a new Unlock Key using the correct Installation Code.
Warning: This error will also occur if the user attempts to use the Unlock Key on a different computer. Do not generate a new Unlock Key for a different code 4 provided by the user, as this could be an attempt to use the product on more than one machine.
+ (10) Error message "Error processing command line arguments" received when user attempts request for Unlock Key using Lotus Notes
Cause: Lotus Notes does not support the standard command to open the e-mail client.
Solution: Request customer to use the Fax option.
Note: The next release of Multimedia Protector will display a new screen when the e-mail client does not open. The e-mail content is then available in the clipboard and the user can manually open his e-mail client or browser and just paste the e-mail content there. The version will be available later this year (2011).
+ (11) CBT program may not start from CD, even when double-clicking from Windows Explorer, with no error messages.
Cause: Unknown.
Solution: Reboot system, and try again.
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