Missing sound in Little Musician

[Ichiro]

Hi there.  Ever since I de-installed the Beta version and installed my licensed copy of Little Musician, there's been no sound on Hear and Sing and the Clap-along tunes.  The chords don't sound on Hear and Sing, and the tune doesn't play at all on Clap-along.  All the rest of the sound seems to work OK.  Any help you can offer on what might be wrong?

[Kezia]

Hi Ichiro, very sorry we missed your post!

After installing the latest version of  Little Musician, did you re-download and import your curriculum content too? If you haven't reimported your content files, please try that and see if it helps restore the missing sound.

If you already have the latest content in your Little Musician and you still don't hear anything, kindly run the Audio Diagnostic Tool and see if that fixes the problem. You may keep clicking on "problem not fixed" in the tool so it will keep trying different solutions. Once you reach the screen with the message "..has done all possible adjustments... contact BrillKids Support" and your sound playback problem remains unresolved, please create a diagnostic report and send it to us at support[at]brillkids[dot]com so we can troubleshoot further.

You may refer to this article for detailed instructions on running the Audio Diagnostic Tool
http://support.brillkids.com/entries/20433747-how-to-use-the-audio-diagnostic-tool

[Ichiro]

No worries, Lappy.  We just moved house and, as you can see, we're taking a little time to get things sorted out ourselves.

I tried to reimport the curriculum (from a file called BK-LMs-en01-en02-Semesters-and-Content-v1.lmspk); but when I try to load it, I get a message reading "Error has been happened during Import operation" (sic).  So, since that doesn't seem to be a route to a fix, I've sent a diagnostic report to your support address, in the hopes you can see what's wrong at your end.  I had wondered if there's certain files missing, as the sound in most of the lessons is fine; but it looks as if everything is there.  So I'm puzzled.

*************************

Our son LOVES your programs.

[Kezia]

Hi Ichiro, just letting you know that we received the message and diagnostic report that you sent to our support email. We'll get back to you from our support email once we find a specific solution for the problem you are experiencing.

[thebetachimp]

Hi.  I have exactly the same problem.  I've run the suggested fix without success  Did you find a solution.  My son loves the program so I would love to get it working again.  Thank you  Alison

[Kezia]

Hi thebetachimp, have you written to our helpdesk yet?

In case you haven't, please email us at support(at)brillkids(dot)com and attach the following so we can troubleshoot further:

1. Screenshot(s) of the error message(s) you are seeing while using Little Musician or when you play lessons (if any)
2. Diagnostic report. For instructions on how to create a report, see: http://support.brillkids.com/hc/en-us/articles/204597934-How-to-Create-a-Diagnostic-Report-for-your-BrillKids-Learning-System

We look forward to hearing from you!

[thebetachimp]

Hi.  Yes, I did that yesterday.  I will wait for a reply.  Alison

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