Solutions to Common Problems

Table of Contents

• I have a network version and am wondering what permissions I need to set on the server for the program to operate correctly.
• When I try to run the program, I get a "Too Many Users" error! But I haven't reached my license limit!
• Every time one of my students tries to log in, she gets a message saying, "This account is currently in use, please try again."
• Every time one of my students tries to log in, he gets a message saying, "This account is being accessed by an instructor, please try again."
• When I try to edit a students record, I get a message saying, "The student is logged in, have the student log out before editing," but the student is not logged in.
• When I try to edit a student's record, I get a message saying, "Another instructor is editing this student, please try again later," but no one else is editing the student.
• When I try to delete a student, group of students, or all of the students, I get an error that the student(s) are either logged in, or that someone else is editing them, but no one else is using the program.
• I keep getting "Error 5" or "Error 5, permission to access this file is denied".
• My students keep complaining that, when they finish a lesson, it won't let them move on to the next lesson.
• When I run the program, I get an error that says "Control File Missing! Please make sure that this computer is connected to the network and try again."
• When I run a lesson, my computer becomes unresponsive immediately after a letter is drawn on the screen. This occurs in every lesson (Discover Intensive Phonics only).
• I tried to "Import Old Database" in the administration, but it gives me the error "[Microsoft][ODBC Drive Manager] Data Source name not found, and no default driver found. Please verify that the Data Source is listed in the ODBC control panel."
• Why does the program ask me to backup the database every time I exit the Administration system?

I have a network version and am wondering what permissions I need to set on the server for the program to operate correctly.

Read this page on the user permissions we require.

When I try to run the program, I get a "Too Many Users" error! But I haven't reached my license limit!

This will occur if students do not exit the program correctly or if the computer unexpectedly shuts down during operation of the program. The program will think that a student is still logged in, and the student will be counted as one of the license spots.

The solution for this is to run the Optimize Database function in the Management system.

Every time one of my students tries to log in, she gets a message saying, "This account is currently in use, please try again."

This will occur if the student didn't exit the program correctly the last time she used it, or if the computer was shut down while that student was still logged in.

The solution is to manually Reset the student's login record through the Administration system.

Every time one of my students tries to log in, he gets a message saying, "This account is being accessed by an instructor, please try again."

This will occur if someone is currently editing the student's record in the Administration system. It can also happen if the student's record was recently edited by an administrator, and, for some reason, the record didn't get released back to the system.

The solution for this is to run the Optimize Database function in the management system.

When I try to edit a student's record, I get a message saying, "The student is logged in, have the student log out before editing," but the student is not logged in.

This will occur if the student didn't exit the program correctly the last time the he/she used it, or if the computer was shutdown while that student was still logged in. The program still thinks the student is logged in and won't let you edit the record.

The solution is to manually Reset the student's login record through the Administration system.

When I try to edit a student's record, I get a message saying, "Another instructor is editing this student, please try again later," but no one else is editing the student.

This will occur when an administrator has recently accessed the student's record, and he or she did not exit the program properly, or the computer was shut down before the seesion was finished.

The solution for this is to run the Optimize Database function in the Management system.

When I try to delete a student, group of students, or all of the students, I get an error that the student(s) are either logged in or that someone else is editing them, but no one else is using the program.

The solution for this is to run the Optimize Database function in the Management system.

I keep getting "Error 5" or "Error 5, permission to access this file is denied."

This usually occurs when there is a permissions issue. See the permissions instructions here.

You will also want to make sure that you have enough free hard drive space on your computer.

My students keep complaining that, when they finish a lesson, it won't let them move on to the next lesson.

This may be one of a couple of things:

Make sure that your students are exiting the lessons correctly. They may be getting to the end of the lesson and pressing the 'Restart' lesson button instead of the 'Exit' button to go back to the lesson manager.

Make sure that your students are completing the entire lesson. If they are using 'Reading Horizons, they may have to complete certain sections of the MDP before moving on to the next lesson. (This is a setting in the Administration system.) If they are using Discover Intensive Phonics, they may have to complete the practice and story sections at the end of the lesson before they can move on.

Make sure that the student has not gone back to review a lesson and left it unfinished. If any reviewed lessons have been marked as "failed" or "incomplete," the student must finish them before moving on.

It is possible that this could be a permissions issue; see the permissions instructions here.

When I run the program, I get an error that says, "Control File Missing! Please make sure that this computer is connected to the network, and try again."

This should happen only if your computer is not correctly connected to your local network. Verify that you are on the same network as when the client installation was performed. Make sure that the server's name hasn't changed (computer on which the server installation was performed) and that you can see it on the network!

This could also be a permissions issue. See the permissions instructions here.

If you are still having difficulties, contact HEC for support.

When I run a lesson, my computer becomes unresponsive immediately after a letter is drawn on the screen. This occurs in every lesson (Discover Intensive Phonics only).

This was an issue that was discovered after release. There is a patch for it in the patches section.

If you have the LAN version of the software, you will need to run the patch on a computer that has the client software installed. You must then re-perform client installations to all of the computers that have the client software on them.

If you have the stand-alone version, this patch will work only if you copied the lessons to the hard drive during the installation. If you ever reinstall from the CD, you will have to run the patch again.

I tried to "Import Old Database" in the administration, but it gives me the error "[Microsoft][ODBC Drive Manager] Data Source name not found, and no default driver found. Please verify that the Data Source is listed in the ODBC control panel."

To import from a previous version's database, you will need the previous version currently installed on the computer on which you are trying to perform the import. Once installed, the database can be imported into the new version, and the old version can be uninstalled.

Please contact HEC if you are still having difficulties.

Why does the program ask me to back up the database every time I exit the Administration system?

This is just an automatic message to remind you to back up the database. If it has been more than 15 days since the last time you backed it up, it will ask you if you want to back it up again. If you do not wish to back up the database, you may ignore this message and click cancel. If you wish to back up the database, see the Installation and Operation manual for instructions on how to do it.