Little Reader - Installation failed - Urgent Please.

[Mae_Jakob_Ka]

Hello Kezia,

A friend of mine just brought Little Reader and Little Math. Her screen name is Worawanpung.
She has had a problem installing the softwares and asked me to contact Brillkids for her because of language barrier.

According to her, there are only 9 lessons on her LR. When she turns off her computer, and turn it on again, the program does not seem to work.
She has to reinstall LR again in order to use it.

I asked her to uninstalled and reinstalled the softwares, then imported license keys but she still has some problems.
Please find attached the error message file.

I will be on  24 hours long flights to Thailand tomorrow. Hopefully, we will be able to help my friend install the programs before I leave as I don't know
when I will be able to go online again.

Sorry for the rush!! 

Elle

[Kezia]

Hi Elle,

I hope you see this just in time!

Is it possible to ask your friend to send us her Diagnostic Report so we can investigate further? You can just forward her this link for instructions on how to do this (if she can't open LR at all, there's also a "if you cannot open LR" section in this article):

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

** As for sending this file, she can just send it to us via email to support(at)brillkids(dot)com or she can PM it to me -- will take note of her screen name and watch out for her message

To get your friend's problem resolved quickly (possibly even without your intervention), we suggest doing a TeamViewer session with your friend. This way we can use a program to "visit" her computer, and from there we can remotely troubleshoot and fix the problem she encountered.

With this we just need to set a schedule for when we can meet your friend to do this, and she will need to take note of a few things once we've set up a schedule.

Kindly have a look at the PM I'll be sending you shortly for more details about this

[Mae_Jakob_Ka]

Hi Kezia,

I already responded to your PM.

You guys are always so helpful!!!! Thanks a lot.

Elle 

[rabbitoto]

I installed Chinese (Traditional) Curriculum Trial in LR but it does not show up anything. I can see it show in "Available Courses" but once I select it, there is no any contect at all. It does not say where error is. NO clue what is going on..... Could you tell me how do I make it works? Pls see an attached screen shot. Thanks in advance.

[Kezia]

Hi rabbitoto,

Thanks for reporting the problem!

I've checked the trial content file in question and have confirmed that the sample lessons are indeed missing. We're looking into it now and I'll reply here again once we fixed the problem.


- - E T A - -

We have just fixed what was causing the problem and replaced the Chinese (Traditional) trial content file in your Account page. Kindly do a hard refresh of your browser by pressing CTRL + F5 and re-download the file. You may also choose to clear up your cache before trying to re-download -- for instructions on how to do it for specific browsers, please refer to this article: http://support.brillkids.com/index.php/article/what-is-a-cache-and-how-do-i-refresh-it

If your sample lessons are still missing, please let us know and attach a Diagnostic Report to your reply so we can troubleshoot further. For instructions on how to create a diagnostic report, you may refer to this article: http://support.brillkids.com/index.php/article/get-tech-support-little-reader-2

[rabbitoto]

Hi Kezia,

Thanks for your quick response. My little was very sick last few days and haven't get a chance to check it out until today.

I cleaned up the cookies from my Firefox browser and even try to download it from IE (which I never use it to visit brillkids) and downloaded it again.
I still has same problem. Therefore, I run Diagnostic Report. Please see an attached file. Thank you very much~

[Kezia]

Thanks for your Diagnostic Report! In the meantime, can you kindly confirm if you imported the trial content file (the one you re-downloaded)? In case you haven't, simply double-click on the file to open it (Little Reader will open automatically to start importing the trial lessons).

If you still can't see the sample lessons after doing that, do let us know. We'll be looking at your report and see if there are other issues.


P.S.
We also received the report you sent directly from the Little Reader Support Tools window.

[rabbitoto]

Hi Kezia,

Yes, I did double click on "BK-cn11-Trial.lrp" and Little Reader open automatically then show up "import "BK-cn 11-Trial.lrp" file into  your Word Library?" I clicked on YES and few seconds later. It shows "Import was completed successfully". I click on OK. Then it said "New Fonts have been imported. You mayneed to restart Little Reader for the new fonts to display properly. Restart Now?" I clicked on Restart now.

When LR open automatically again, I still canot see any content in "Chinese (Traditional) Curriculum Trial.
Please help. Thanks.

[Kezia]

Thanks for that. We have just fixed your Little Reader database file since we found errors in it that have been causing the problem.

Please have a look at the PM I'll be sending you shortly for details.

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