Media Files Missing, but a Current Subscriber and after downloading Content

[bigsue19]

Hi, I bought a subscription for the UK version of Little Reader and I installed, activated, and downloaded the content as advised on the website.  However, when I run LR, I only see the two US Semesters, and when I try to run any of them, it says media files are missing.  Please help!

[Kezia]

Hi Bigsue19,

By any chance, did you do a Little Reader free trial before buying it? The free trial came with the US software version and sample lessons, so if you did the trial and didn't re-download and re-install LR (UK version), some curriculum conflicts may pop up.

To fix this, kindly uninstall LR completely, and then download and install LR UK. If you have customized or personal lessons, or any previously downloaded lessons, please export them first so you can import them back after re-installing LR.
 - From your Start Menu, open your Control Panel
 - Go to "Add and Remove Programs"
 - Select "BrillKids Little Reader" and click on the Remove button
 - Follow the prompts to finish uninstalling Little Reader

** When asked if you want to remove additional data (playlists, playback history, etc.), please check/select ALL of the boxes in this screen.

After uninstalling, kindly sign in to your BrillKids Account and go to this page:

Little Reader Learning System
http://www.brillkids.com/user/#software-systems/little-reader/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.

I hope this helps! Do let me know how this works for you.

 

[bigsue19]

Hi,

I actually didn't start with a free trial.  I just went straight to a purchase and downloaded the software, license, and content from my "Account Management" page.  In any case, I'll try and uninstall and reinstall tonight.  I'll let you know how I go.

Looking at my "Account Management" page, though.  The software is listed as Little Reader ( UK 1.6.342 ), but the content has ENGLISH (US) CURRICULUM.  Could this be the problem??

NB.  And, looking more closely, even the license key says "English (US) Deluxe".

[Kezia]

That's actually not meant to happen! 

We have fixed this bug just now, so you should see only the Eng (UK) software, license key, and content files in your Account page.

Kindly refresh your browser if you can't see the changes yet, and then go through Steps 1 to 3. For Step 3, please make sure that you have downloaded the files completely before attempting to open them -- this should resolve the "missing media files" error.

Thanks very much for telling us about this bug (karma to you!) 

[bigsue19]

Hi again,

I uninstalled everything and redownloaded everything from my "Account Management" page, which now all show UK info.  However, despite seeing the data in the "Categories" tab of "Playback", the "Courses" tab only shows "English (US) Semester 1" and "English (US) Semester 2" and they're blank!  Under "Courses", it only says "Upgrade to continue lessons". 

I'm able to run the files fine from Categories, but I don't know the sequence, i.e. Day 1 Session 2.  I'm so lost.  Help please! 

I've attached the files generated by the Diagnostic Tool.

[Kezia]

Hi Bigsue19,

Thanks for updating us about the problem!

When you were installing the UK version of LR, did you also type in your license key or open the license key file you've downloaded? If you haven't done this, please try it, and then close LR and open it again after a few seconds.

You may also try this:
 - Open LR, and go to the Help menu (right on top of DOWNLOAD, IMPORT/EXPORT, etc. buttons)
 - Select "Check for course update" and wait a few seconds
 - When the process is done, close LR and open it again after a few seconds

Please check if you now see "English (UK) Semester 1" and "English (UK) Semester 2" in the courses tab instead of the US ones. If you now see UK course options but the lessons are not there, simply re-import your UK content files (no need to download again if you still have the files in your computer).

I hope this fixes the problem! In the meantime, we'll take a look at your Diagnostic Report

[bigsue19]

Yup, I downloaded and opened the license key.  The "Check for course update" also didn't come up with any updates required.  Unfortunately, I still only see the blank US semesters in the Courses tab.     

I really don't know what else could be wrong.

[bigsue19]

Hi Kezia,

While this problem persists, are you able to provide me with a sequence of the sessions I need to follow so I can run them off the categories tab?  I'm really keen to get my son started on this, but the courses tab remains useless for me.

I've also noticed that immediately after I run the Sem 1 or Sem 2 curriculum files, the courses come up as expected in the courses tab, but they disappear after a few seconds.  What I've found is that I need to re-install the curriculum files each time so I can see them.

I'd really appreciate some help. Thanks.

[Kezia]

Hi Bigsue19,

Sorry about the late reply, we just got back from the weekend. 

Since you bought a Deluxe Kit, you should find Weekly Lesson Planners for both Semester 1 and 2 in your box. Your Weekly Planner is a day-to-day guide of lessons as scheduled in the Little Reader Curriculum, so this should work for you while we're fixing your Little Reader problem. I know you haven't received your package yet, so for now you can just use the online Progress Diary in your Account Management page.

To access your online Progress Diary:
 - Click on the "Account" link at the top of the page
 - Go to the "Software Systems" tab, and then toggle the "Little Reader" tab
 - Click on the "Progress Diary" button (you can find this in the left-hand panel)
** In case you can't find it, here's a direct link: http://www.brillkids.com/user/#software-systems/little-reader/progress-diary

In this page you'll find a list of the Categories scheduled for each week in the curriculum -- simply click on a section in the bar below "Your Current Progress" (where it says "Week 1") to go to a specific week's lesson schedule.

----ETA----

Regarding your curriculum problem, we found a couple of things that we need to fix. I would like to suggest doing a TeamViewer session with you, where I will use a program to "visit your computer" and remotely do the fixes and troubleshooting for you.

I will need to schedule a time with you to do this, so kindly take a look at the PM I've sent you for details.

[bigsue19]

Hi again Kezia,

I've been using LR and simply reinstalling the curriculum files each time since they never seem to stay in the Courses tab.  HOWEVER, they suddenly decided to hang around from last night!     So, it seems to be working perfectly now, for both semesters.

Thanks for all your help!  Looks like we won't need that TeamViewer session after all. 


Cheers,
 bigsue19

[Kezia]

That's great news!

I guess this is one of those times when computers refuse to cooperate with you 

But do post again if you encounter another problem!

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