LM cannot be started

[JohnnyFung]

I cannot start my little maths program. I've diagnostic and get 3 zip files. Please solve my problem ASAP. Thank you very much.

Best regards,

Johnny FUNG

[KL]

Hi Johnny,

First thing to do is to try uninstalling it (no need to delete library when asked), and then reinstalling it.

Did it work before?

What happens when you try to start it? "Little Math has encountered an error and needs to close."?

Can you please create a Diagnostic Report:
- from Windows START menu
-> All Programs
-> BrillKids (folder)
-> Little Math (folder)
-> find "Diagnostic" item. 

It will generate a file called "Little_Math_2010_...zip" in your C:\...\My Documents\BrillKids\Tools folder.  Please attach that to your reply.

Thanks.

[JohnnyFung]

I'll try later, thank you very much.

With regards,

Johnny FUNG

[Kezia]

Hello Johnny,

If I'm not mistaken, you're the one who recently sent in some diagnostic reports by replying to the last Customer Support email we sent you.
Thanks for the reports -- we're currently looking into your problem and will let you know once we find a solution for you.

In the meantime, let us know how uninstalling and reinstalling LM works for you (as per KL's suggestion above).

 

P.S.
When reinstalling Little Math, kindly make sure you get the latest version (we have just uploaded version 1.6.370 a few moments ago) -- hopefully upgrading to the new version would help.

We also have additional questions for you:
 - Do you experience similar problems with other applications (Little Reader, or other software)?
 - Do you have any Anti-virus or Internet Security installed in your computer? If you do, have you updated it or scanned your computer lately?

[JohnnyFung]

Dear KL and Kezia,

Thank you for your replies. I'm sorry to tell you that I still cannot start my LM after I unstall it and reinstall with my CD disc. I will try the latest version just I download a few days ago and diagnostic is doing  now and will send the file to the support team when finished.

I don't know it is related or not as I updated my ie to Internet Explorer 8 from Microsoft 19th June. It is fortunate that Little Reader is still work now. Thank you.

Regards,
Johnny

[Kezia]

Hi Johnny,

Thanks for your diagnostic report!

It seems that you've re-installed LM from your software installer disc, which has the version 1.6.353. We highly recommend that you uninstall your LM and then install the latest version (v 1.6.370), which we have uploaded to everyone's BrillKids Account very recently -- upgrading to this version should fix the problem you are having.

To uninstall Little Math, please follow these steps:
 - From your Start Menu, open your Control Panel
 - Go to "Add and Remove Programs"
 - Select "BrillKids Little Math" and click on the Remove button
 - Follow the prompts to finish uninstalling Little Math

After uninstalling, kindly sign in to your BrillKids Account and go to this page: http://www.brillkids.com/user/#software-systems/little-math/index

Simply follow Steps 1 to 3. In case you need detailed instructions, you may click on the "CLICK HERE FOR INSTRUCTIONS" link found in each section of this page.

Hopefully this fixes the problem. Let me know how it works for you    


P.S.
You can check which LM version you're about to download by referring to the download textlink right below the big red download button in Step 1 of the page above. It usually says "Download the latest version of Little Math (###)." The same goes for Little Reader, in case you'll be downloading LR from your Account page in the future.

[Kezia]

Hello Johnny,

Just wondering how your Little Math is working now -- has the problem been fixed already? Do let me know if you're still having problems so we can find a more specific solution for you.

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