Error - crashing (a X white envelope screen)

[Shan Shan]

1) y chinese program keeps crashing. 
2) Day 142 lessons 刷牙, the word slide has no voice.  我/喜欢/我/的/鼻子/不停/地/伸长。, the world slide from 我喜欢(bk-cn-titles-i-like-the-way) has no voice. When I pressed on the test button inside the word settings, there are no voice as well. Please check.

[Kezia]

Hi Shan Shan,

Thanks for reporting the problem!

Since you are already using the latest LR version available (v 2.0.706), I recommend that you get the latest version of your Chinese content files. We have checked the lesson you mentioned and confirmed that we already fixed these issues in the latest version, so you may want to update your content files and see if that solves the problem.

In case you need detailed instructions on how to get the latest versions of your Chinese content files, you may refer to this article:

Importing Little Reader Content
http://support.brillkids.com/index.php/article/little-reader-importing-your-lesson-content

If you bought the Chinese content box set, do note that the version you have in your content discs may not be latest version, so it's best to download the files from your Account since the files there will always be the latest versions.

Should you continue to get errors after importing the newer content files, please send us a new diagnostic report so we can troubleshoot further: http://support.brillkids.com/index.php/article/get-tech-support-little-reader-2

[Shan Shan]

Hi.  My day Day 147 lessons 刷牙 stil lnot working.
Please check thanks.  Is there a live support I can get?

[Kezia]

Hi Shan Shan,

Thanks for updating us about the problem! Since you mentioned that only Day 147 still has problems, I'm assuming the lessons you mentioned before have been fixed after you imported the latest version of your Chinese curriculum content files. We've just checked Day 147 from our end and it appears to work fine -- can you kindly clarify if by "still not working" you meant that there are missing media files, or if Little Reader crashes when you play that particular lesson?

Yes, we can help you via a live session, but note that we'll need to schedule our session first because we may be in a different time zone from where you are. Before we tell you more about how we'll do that, please send us a Diagnostic Report so we can start troubleshooting from our end and be ready with a solution for you. I'm not sure if you meant to attach your report to your reply above, but I'd like to let you know that the two files in your reply are empty (maybe the upload was not completed successfully).

For detailed steps on how to create a Diagnostic Report, do have a look at this article: http://support.brillkids.com/index.php/article/get-tech-support-little-reader-2

[Shan Shan]

Attached please find my diagnostic file.
I meant my day 142 and 147 刷牙 the 3rd slide both not working. 

[Kezia]

Hi Shan Shan,

We suspect that there may be some issues with the actual audio files from the lessons you mentioned. We are currently checking those now, but in the meantime please try doing the following:


Install the K-Lite Codec Pack and see if it helps fix the sound playback problem you are experiencing:

 - Download the K-Lite Codec Pack at: http://d2.brillkids.com/upload/files/support/K-Lite_710-full_installer.zip  (the file is 13.9 MB)
 - After downloading the file, extract the installer (*.exe) and open it to install this codec pack
 - Note that you do not need to configure any additional settings during the installation process and simply leave the default settings as is (i.e., you may skip the "Select Components" or "Select Additional Tasks" screens)
 - Once you have finished installing the K-Lite Codec Pack, try playing any pronunciation (or picture audio) and see if the playback problem was fixed

Again, if it still doesn't work after installing K-Lite, please let us know. Kindly include a short description of what happened after doing our suggestions above (or if you saw any error messages), and send us a new Diagnostic Report.

[madsumm]

I have the same issue and there was a crash as well.
I've installed the K-lite and still, the same thing happens. Only on Chinese Semester though. English was ok.

Rgds

[Kezia]

Hi madsumm,

Can you please send us a Diagnostic Report so we can troublehsoot further (especially in case your problem may be caused by a different issue). You may refer to this article for instructions on how to create a report:

http://support.brillkids.com/index.php/article/get-tech-support-little-reader-2

(You may simply attach your Diagnostic Report when you reply to this topic)

[madsumm]

Here it is. Hopefully it doesn't contain any sensitive information.

[Kezia]

Thanks for your report, madsumm!

Kindly try using the Audio Diagnostic Tool and see if it helps:
 - From your Start menu, go to All Programs
 - Open the "BrillKids" folder
 - Click on the "Support Tools" item
 - In the Support Tools window, go to "Sound Problems?" and run the Audio Diagnostic Tool
 - Once the tool has finished, you may play a sample audio or go back to your BrillKids software to check if the problem was fixed
 - Click on IT WORKS! if your sound problem was fixed, and if not, click on PROBLEM NOT FIXED to continue making system adjustments

If you are still having sound playback problems after the Audio Diagnostic Tool has finished doing all possible adjustments, please let us know. Please send us a new Diagnostic Report as well so we can troubleshoot further.

Should you continue to have problems, we would suggest that we do a TeamViewer session, where we will use a program to "visit" your computer and remotely do the fixes and troubleshooting for you. Note that we will need to take a look at your new Diagnostic Report before our scheduled TeamViewer session. Please have a look at the PM I will be sending you shortly for details about this.

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