IMPT: Solution for problems in LR & LMs animated videos

[Kezia]

Hi everyone,

Recently we received support requests from some of you regarding animated video problems in Little Reader and Little Musician (i.e., when the cartoon video slide comes up, you only see a black box in the screen).

We found that the Flash Player ActiveX version 18 update had a bug in it that caused the playback problem for all animated videos in LR and LMs lessons.

To fix the problem, we recommend uninstalling your current Flash Player, and then install the previous version which didn't have the bug (i.e., version 17).

Please follow these steps:

1. Download the following file (17.4MB) - FlashAX18-Fix.zip

2. From START, open your Control Panel and go to Programs > Uninstall a program.

3. Find and uninstall all "Flash Player" items that you see in the list of programs. Note that before uninstalling the Flash Player, you may be required to close some programs that you may have running in the background (e.g., Skype, Firefox or the browser you are using).

4. Once you've uninstalled your Flash Player(s), restart your computer.

5. Find the "FlashAX18-Fix.zip" that you downloaded (from Step 1), right-click on it and choose "Extract here."

6. You should see a new folder named "Adobe Flash player 17AX." Open it and double-click on the file named "uninstall_flashplayer17_AX.exe"

7. Next, double-click on the file named "flashplayer17_AX.exe" - this will install the previous Flash Player ActiveX version (17).

8. Open or restart Little Reader or Little Musician and try playing any lesson that has animated videos in it to check if the videos now play correctly.

***
Alternative solution for Windows 8 and 8.1 users:
(Try only if the steps above don't work for you)

1. Download the following file (17.4MB) - FlashAX18-Fix.zip

2. From START, open your Control Panel and for the "View by" option, choose "Large icons" or "Small icons." Find and click "Flash Player" (it should have a dark maroon square icon with a small letter "f" inside).

3. In the Flash Player Settings Manager window, go to the "Storage" tab, then click the "Delete All..." button. In the Delete All Site Data window, click the "Delete Data" button (you don't need to select/un-select any option in that window).

4. Next, go to the "Advanced" tab and click the "Delete All..." button. Again, in the Delete All Site Data window, just click the "Delete Data" button.

5. Close the Flash Player Settings Manager, then restart your computer.

6. Find the "FlashAX18-Fix.zip" that you downloaded (from Step 1), right-click on it and choose "Extract here."

7. You should see a new folder named "Adobe Flash player 17AX." Open it and double-click on the file named "uninstall_flashplayer17_AX.exe"

8. Next, double-click on the file named "flashplayer17_AX.exe" - this will install the previous Flash Player ActiveX version (17).

9. Open or restart Little Reader or Little Musician and try playing any lesson that has animated videos in it to check if the videos now play correctly.
***

We hope this solution helps!

If the problem persists, kindly create a diagnostic report and send it to us at support(at)brillkids(dot)com so we can troubleshoot further. Click here for instructions on how to create a diagnostic report

[Evelyn2108]

Hello,

I followed all the instructions exactly, all the way though 2x and am still having issues.  When I try to install 17 I get the error message that it is already included in windows 8. 

I will run and send you the diagnostic report. 

[Kezia]

Hi Evelyn, we'll watch out for your diagnostic report!

[Evelyn2108]

thanks so much.  i just sent it both via email and through the lr support tool.

looking forward to a solution as my boy loves the lr stories   

[jcychow]

I have the exact same problem.  Before reading this forum I thought the problem is related to IE and I even turned off IE in Win 8.  Then I see this post.  I downloaded the file mentioned above.  I "uninstalled" Flashplayer with the uninstall tool included.  Next when I install the previous version I had an error stating that IE comes with the latest Flashplayer. 

Please share solution.  Thank you.

[etherealmelody]

Hi, I am also experiencing the same problem as jcychow

[Kezia]

Hi etherealmelody! Can you please create a diagnostic report and send it to us? For instructions, see: http://support.brillkids.com/hc/en-us/articles/204597934-How-to-Create-a-Diagnostic-Report-for-your-BrillKids-Learning-System

And jcychow we got your message and attachments, thanks! Will get back to you within the day.

[lois1]

Brilliant, thanks. Worked for me!

[Kezia]

Hi everyone!

In case the last solution I posted doesn't work for you, a recent Windows update which addressed some Flash-related bugs could help resolve the video playback problem. That specific Windows update was released last August 11-12 (the exact date of the automatic update may depend on your location).

If you enabled automatic updates in your computer, please try playing any Little Reader and/or Little Musician lesson (where there are animated videos) and check if all videos now play properly.

If you don'have automatic updates enabled, do try checking and installing all available updates for your computer. For detailed instructions on installing Windows updates, see:

Windows 7 - http://windows.microsoft.com/en-us/windows/turn-automatic-updating-on-off#turn-automatic-updating-on-off=windows-7

Windows 8 & 8.1 - http://windows.microsoft.com/en-us/windows/turn-automatic-updating-on-off#turn-automatic-updating-on-off=windows-8

For Windows 10, follow these steps:

- Go to Start > Settings > Update & Security
- Under "Windows Update," click on the "Check for updates" button
- If there are updates available, choose to install those updates

Some Windows updates may require restarting your computer. Once you've finished installing the updates for your computer, open Little Reader and/or Little Musician and check if all videos now play properly.

Should you continue to experience problems while playing your lessons, just let us know and send us your diagnostic report at support(at)brillkids(dot)com.

[Evelyn2108]

Hello,

I'm having problems with the animated videos not playing, again. 

My computer automatically updates.  I just checked and the most recent update was today.

The issue started a few days ago.  Ive sent you a diagnostic report.  Please let me know. 

Thanks,
Evelyn

[jcychow]

Yes, it happen to me again as well, now the animation files would not play after the update. Unfortunately, Windows pushes the update automatically.
Any fix again?

[Evelyn2108]

I suspect we'll just have to wait for the Microsoft fix like last time.  Ugh.   Hopefully this doesn't continue to happen, I know it's not the BK people's fault though. 

[Kezia]

Hi Evelyn! We just sent you an email with our temporary solution (re ticket #19260), please check your inbox.

Just in case you didn't get our email, and also for jcychow and others who have the video problem again, please see below:

Unfortunately a recent Windows update caused the Flash videos (the cartoon animations) to stop playing properly. That particular "bad" update, "KB3087040," was released last Sept. 22-23, and if you've opted to install updates automatically it's most likely that you already have this update installed, and that's when your lesson playback problem started. This is actually what happened last time too (flash videos stopped playing correctly after a Windows update)

As a temporary solution, please try uninstalling the update named "KB3087040" by following the steps below:

For Windows 7, 8, and 8.1:
1. Go to Start and open your Control Panel
2. Go to Programs > Programs and Features and click "View installed updates"
3. From the list of updates, find and select "Update for Microsoft Windows (KB3087040)" then click "Uninstall" (you'll see this link just above the update list)
4. When prompted, restart your computer

For Windows 10:
1. Go to Start and open Settings
2. Click "Update & Security" and go to "Windows Update"
3. Scroll down the right-hand panel and click "Advanced options"
4. Click "View your update history," then in the next screen click "Uninstall updates"
5. From the list of updates, find and select "Update for Microsoft Windows (KB3087040)" then click "Uninstall" (you'll see this link just above the update list)
6. When prompted, restart your computer

After restarting, open Little Reader and check if the animated videos from your lessons now play correctly.

To fully resolve this problem we will need to wait for a newer Windows update, but in the meantime we hope the steps above will help make your lessons play correctly.

As always, if you need further help, do email us at support(at)brillkids(dot)com. Please attach your diagnostic report too:

How to Create a Diagnostic Report
http://support.brillkids.com/entries/20438423-How-to-Create-a-Diagnostic-Report-for-your-BrillKids-Learning-System

[oasis]

I have followed the steps for Windows8 last night and they worked! All videos were playing last night. This morning though they didn't play. I went back to check and the update KB3087040 was installed on my computer yesterday again. Can I uninstall it permanently, or will I need to go through these steps above every day? Thank you for your help.

[Kezia]

Hi oasis, you may have the automatic updates enabled. If that's the case, whenever you restart your computer (or choose the "update and shut down" option) the KB3087040  update will likely get reinstalled too.

For now, please try turning the automatic updates off and see if that helps.

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