Sonic CinePlayer Decoder Pack issue?

[leandraluv]

Hello, Whenever I launch the Little Reader program I keep getting a Sonic Cineplayer Decoder error message. I tried installing the decoder packs but that's not helping. I am attaching a photo of the messages. Anyone else experiencing this problem. Help please!

Thanks
Lee

[Kezia]

Hi Lee, we'd like to troubleshoot further about the error you're getting in Little Reader.

Kindly create a diagnostic report and send it to us at support[at]brillkids[dot]com. Alternatively, you can send the report directly from your Support Tools window, as instructed in this article:

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

We look forward to hearing from you!

Kezia

[Welovebrillkids]

Dear Lee,

I have been checking around for your solutions too.
Was your Little Reader can be function as normal (with normal sound & video display when you play the lesson)?

That Sonic Cine Player may have previously installed into your computer from Windows media player or Roxio creator. Although you already uninstall them but it may left there. It is set to automatically run when you open a media file (VDO DVD photos, etc.)

Kezia did checked and confirmed that Brillkids software does not need the sonic cine player to run the program.

To disable the popup, you can uninstall Sonic CinePlayer Decoder Pack from your computer by using the Add/Remove Program feature in the Window's Control Panel.

1.On the Start menu (for Windows 8, right-click the screen's bottom-left corner), click Control Panel, and then, under Programs, do one of the following:

Windows Vista/7/8: Click Uninstall a Program.
Windows XP: Click Add or Remove Programs.

2.When you find the program Sonic CinePlayer Decoder Pack, click it, and then do one of the following:

Windows Vista/7/8: Click Uninstall.
Windows XP: Click the Remove or Change/Remove tab (to the right of the program).

3.Follow the prompts. A progress bar shows you how long it will take to remove Sonic CinePlayer Decoder Pack.

All the best !

Vicky

[leandraluv]

Oh thank you so much. For the past few days I've been installing and uninstalling all sorts of decoder packs and it never occurred to me to simply un-install the roxio sonic pack. I did that this morning and YIPPIE no more pop up messages. Thanks so much guys!!

[leandraluv]

Okay so I thought it was good but guess what? The pop up message is gone but so is the sound ...so now I am not hearing anything when running the lessons. I checked volume and ran the support tools but nothing. I am sending a diagnostic report now

[leandraluv]

Okay this is really frustrating me now. I can't get sound since I removed the sonic decoder so I can't use the lessons. I tried re-installing the math one just to see and it's not working with sound. Should I just get the iaccess and use it on my ipad? Because I hardly have any time and this is really stressing me out.

[Kezia]

Hi Lee, last Wednesday (Nov. 20th) we sent you a support email in response to the diagnostic report you sent us from your Little Reader.

I'm afraid you missed our email entirely (Re: Support Request ticket #11958).

Anyway, we got the new diagnostic report you sent and we're checking it now. We'll get back to you as soon as we find a more specific solution for your Little Reader problem.

[Welovebrillkids]

Dear Lee,

Now both Little Reader and Little Math has no sound? or is it Little Reader only?

You need to see if its the computer problem or software problem that caused no sound to play first.
Would you check if the sound is ok for all other computer function or not? Probably open any you tube video and see if the sound is playing or not.

If there is no sound in all computer function, then you may need to check the computer.
Here is the trouble shoot from Windows for computer has no sound:
http://windows.microsoft.com/en-us/windows/tips-fixing-common-sound-problems#tips-fixing-common-sound-problems=windows-7

However, if the 'no sound' is unfortunately happen only with Brillkids software while all the rest of the computer function normally, This problem may be due to outdated audio driver, audio codec conflicts, or media player problems.

Here is the link to window driver update
http://windows.microsoft.com/en-us/windows/no-sound-help#no-sound=windows-7&v1h=win8tab1&v2h=win7tab4&v3h=winvistatab1&v4h=winxptab1

I also found that this support article may be useful for you.
It mentioned that if you are experiencing problems with sound not playing back for audio files or in video, or video is not playing, then the most likely reason is that there are codec problems on your system.

http://support.brillkids.com/entries/20426547-the-sounds-in-little-reader-keep-on-getting-cut-off
You will need to download the codec pack from the link provided in that support article.

Hope your problem is solved soon.

Vicky Lee

[leandraluv]

Kezia!! you are the best! thank you so much. It worked. I followed everything you said - I fixed my .net and also the ffwd and now we are good to go!

You guys are great!

Now I can sleep in peace.

Thanks
Lee

[Welovebrillkids]

Dear Lee,

Happy to hear that too 

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