Below is a list of Frequently Asked Questions (FAQ) about Longman Multimedia programs. Click on a link to get the answer to your question.
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I have completed the installation of the demo CD-ROM, but I only see one Sample Unit, for one level of Longman English Interactive. Where are the samples for the other levels?
Each Sample Unit, for each level of Longman English Interactive, and for Longman English Assessment, must be installed separately. Please follow the installation instructions to complete each installation.
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I have received an error message about QuickTime (or Java, Shockwave, or Flash). What should I do?
Issue
QuickTime,
Java, Shockwave, and Flash are free plug-ins (software) necessary to view our
courses. An error message means that one of these plug-ins may not be installed--or may be incorrectly installed--on your computer.
Solution
·
Please follow the instructions in the error message to
try to correct the problem.
·
If you are no longer viewing the error message, exit
the course and then enter the course again.
·
You may be required to un-install and then re-install a
plug-in.
Helpful Hint: If you need
to install a plug-in, and you have already installed your course, you may
install the plug-in from your computer's hard drive instead of downloading it
from the Internet. To do so, open:
1.
My Computer
2.
Your computer's hard drive (for example, drive
"C:")
3.
The "Longman CD-ROMs" folder
4.
The "extras" folder
5.
The correct plug-in installer program:
- QuickTime: "QuickTimeFullInstaller.exe"
- Java: "j2re-1_4_1_01-windows-i586-i.exe"
- Shockwave (includes Flash): "Flash_Shockwave_Full.exe"
For additional help, please click here to Contact Us.
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Network and Lab Workstation version only: What is an Access File? If I get an error message about an Access File, how do I resolve that issue?
Issue
An Access File must be installed to run a Longman CD-ROM course. A Longman representative e-mails an Access File
to a customer once the customer has registered the CD-ROM purchase at: http://www.longman.com/ae/multimedia
Solution
If you do not have an Access File already, please register your purchase online now.
If you already have an Access File and you have installed the course, follow these steps to install the Access File:
- Save the Access File to a location on your computer that is easy to find (for example, the desktop).
- Start the Administrator Tool by clicking Start > Programs > [Course Name] > Administrator Tool.
- Log in and then click the "Install Access File" link.
- Browse to select the Access File from your computer's desktop, and then click Save.
A confirmation message will appear to tell you if the installation was successful.
However, if you see an "Access File is not valid" error message, it may be that the file
was edited or is intended for another course. For further assistance, click here to Contact Us.
Please Note: Do not modify Access Files. If you edit an Access File, it will not work.
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When I try to start the Longman program, a browser opens and then closes suddenly. How do I resolve this issue?
Issue
Longman CD-ROM courses start by opening one browser window, which then opens another "pop-up" browser window.
If you have pop-up blocker software (for example, provided by MSN, Yahoo!, Google, etc.) on your computer,
that software may conflict with the Longman CD-ROM course.
Solution
There are 2 possible solutions to this issue:
- Some pop-up blocker software lets you allow specific pop-up windows to open. For example,
Google's pop-up blocker software allows you to hold down the "Ctrl" key to allow a pop-up window to open.
Using Google's software as an example, hold down the "Ctrl" key, double-click the course's desktop icon,
and then continue holding down the "Ctrl" key until the course has finished loading.
- Uninstall or temporarily disable the pop-up blocker software.
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Sun's Java 1.4.1_01 is a system requirement. What if my computer has a different version of Java?
Issue
During installation, the system detects whether your computer has Sun's Java 1.4.1_01 plug-in.
If your computer has Sun's Java 1.4.1_01 already, then it will not be installed again.
If your computer does not have Sun's Java 1.4.1_01, then it will be installed automatically at the end of the Longman course installation.
If your computer has a different version of Java, that version will not be removed automatically.
Most Java versions are compatible with Sun's Java 1.4.1_01, but some versions may be incompatible.
Solution
If you experience such an incompatibility, we recommend that you un-install other versions of Java. To do so:
1.
Click Start > Settings > Control Panel.
2.
Double-click on "Add/Remove Programs."
3.
Select a Java Runtime Environment version other than 1.4.1_01 (do not remove the Java Web Start program).
4.
Click on the Change/Remove button.
5.
Click on the Yes button when asked to confirm the
removal.
6.
Repeat this process for all versions of Java other than 1.4.1_01.
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After starting the program by double-clicking the course's desktop icon, why does the browser get stuck and nothing happens? The address bar in the browser shows "testjavaplugin.html".
This issue has the same solution as the previous issue.
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Why do I constantly see the "Problem with Shockwave" error page even though Shockwave is already installed on my computer?
Issue
This error could be a folder permissions or Shockwave incompatibility error.
Solution
There are 2 possible solutions to this issue. Please try Solution 1 first, and then try Solution 2 only if Solution 1 does not resolve the issue.
Solution 1
Make sure that Read, Write, and Create File permissions are given to the Shockwave installation folder.
Only a System or Lab Administrator can grant these permissions. The location of the Shockwave folder is:
- C:\Winnt\System32\Macromed [Windows 2000]
- C:\Windows\System32\Macromed [Windows XP]
Keep in mind that the permissions need to be applied to the folder and all of its subfolders and files.
If this does not work, please go to Solution 2.
Solution 2
Macromedia released Shockwave 10 after the Longman products were released with Shockwave 8.5.1.
Having both Shockwave versions on the same computer may cause this problem.
To resolve this issue, un-install all versions of Shockwave and then re-install the
version of Shockwave that came with the Longman software.
1.
Click Start > Settings > Control Panel.
2.
Double-click on "Add/Remove Programs."
3.
Select Shockwave.
4.
Click on the Change/Remove button. Click on the Yes button when asked to confirm the removal.
5.
Repeat this process for all versions of Shockwave.
Sometimes, the un-installation leaves behind remnants of Shockwave, which need to be removed.
To check for and remove these remnants:
1.
Go to the location where Shockwave is installed.
2.
Delete the "Macromed" folder if there is one.
3.
Open the registry editor by typing "regedit" in the Start > Run program window.
4.
Locate the "HKEY_LOCAL_MACHINE \ SOFTWARE \ Macromedia\" and "HKEY_CURRENT_USER \ SOFTWARE \ Macromedia\"
folders and delete any Shockwave folder if there is one.
Finally, re-install the version of Shockwave supplied by the Longman CD-ROM,
and then restart the program. To re-install Shockwave:
1.
Open My Computer.
2.
Open your computer's hard drive (for example, drive "C:").
3.
Open the "Longman CD-ROMs" folder.
4.
Open the "extras" folder.
5.
Open and run "Flash_Shockwave_Full.exe".
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On Role Play pages, I get an "8221 File not found" error. How do I resolve this issue?
Issue
This error occurs on certain computers that have Shockwave 10.
Macromedia released Shockwave 10 after the Longman products were released with Shockwave 8.5.1.
Solution
Create a new folder in the Shockwave 10 installation folder and name it DswMedia.
The Shockwave installation folder is in this location:
- C:\Winnt\System32\Macromed\Shockwave 10 [on Windows 2000]
- C:\Windows\System32\Macromed\Shockwave 10 [on Windows XP]
Once this is done, restart the Longman program.
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On Role Play pages, I get an "8224 File permission. Device in use" error. How do I resolve this issue?
Issue
This error occurs on certain computers whose Shockwave plug-in installation folder
does not allow non-administrator Windows users to access it with Read/Write permissions.
Solution
These users need full access permissions (Full Control, Modify, Read & Execute,
List Folder Contents, Read, Write) to the installation folder and its subfolders and files.
To set the proper permissions, follow these instructions (only Windows administrators can do this):
1.
Open My Computer.
2.
Locate the Shockwave installation folder on the hard drive in this location:
- C:\Winnt\System32\Macromed [on Windows 2000]
- C:\Windows\System32\Macromed [on Windows XP]
3.
Right-click on the Macromed folder and select Properties.
4.
Select the Security tab, and then click the Advanced button.
5.
Deselect the checkbox at the bottom of the dialog box whose label
says "Allow inheritable permissions from parent to propagate to this object." (This message varies on different operating systems.)
6.
When a security window appears, select the Copy option.
7.
Select the "User Group" (students) for whom the access permissions need to be modified.
8.
Click the Edit button.
9.
In the "Apply onto" dropdown list, change the selection to "This folder, subfolders and files."
10.
Make sure that all the listed permissions have their "Allow" checkbox checked.
11.
Click Apply and OK to save the changed settings on all three open dialog windows.
Once this is done, restart the Longman program.
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On Role Play pages, I get one of the following errors. How do I resolve these issues?
- "Director Player Error"
- "This application requires an Xtra (QuickTime) that either does not exist or failed to initialize properly.
Please make sure the appropriate Xtras are in the Xtras folder(s)."
- "This Shockwave movie has errors that have caused playback problems.
Please contact the author of this content regarding this problem. Shockwave is unable to continue."
Issue
Macromedia released Shockwave 10 after the Longman products were released
with Shockwave 8.5.1. Having both Shockwave versions on the same computer may cause conflicts and
affect certain exercises, such as the Role Play and Grammar Coach exercises.
Solution
Longman courses will run on a computer that has multiple versions of
Shockwave as long as certain Shockwave "xtras" are copied to the proper location on the hard drive. To do so:
1.
Close all browser windows.
2.
Open My Computer.
3.
Open your computer’s hard drive (for example, drive "C:").
4.
Open the "Longman CD-ROMs" folder.
5.
Open the "extras" folder.
6.
Copy the "Pearson Education" folder.
7.
Paste that folder into the "download" folder of each Shockwave version.
For example, on Windows 2000:
- C:\Winnt\System32\Macromed\Shockwave 8\xtras\download
- C:\Winnt\System32\Macromed\Shockwave 10\xtras\download
For example, on Windows XP:
- C:\Windows\System32\Macromed\Shockwave 8\xtras\download
- C:\Windows\System32\Macromed\Shockwave 10\xtras\download
Once this is done, restart the Longman program.
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Network version only: Why does the program get stuck on the "Loading Course. Please Wait." window when I start the course or Teacher Tool or Administrator Tool?
Issue
This error may be caused by an incorrect mapping of the client
computer to the server on which the course is installed.
Solution
When mapping the client to the server, map to a network folder that is
a parent folder (at least one directory level above) of both the server installation folder and the student data folder.
For example, let us assume that the server installation folder is named
"Longman CD-ROMs (Server Installation)" and the student data folder is named "Student Data."
If the drive letter chosen for the mapping is "G,"
- Correct: Map to "G:\Map_to_here" where "Map_to_here" is a parent folder that contains
"Longman CD-ROMs (Server Installation)" and "Student Data." See the screenshot example below.
Click here to see a full-sized screenshot example of where to map.
- DO NOT map directly to "G:\Map_to_here\Longman CD-ROMs (Server Installation)" or
"G:\Map_to_here\ Student Data."
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Network version only: I am getting a "Close all browsers" error message when I enter the course or Teacher Tool or Administrator Tool. The server and client installations were successful. How do I resolve this issue?
This issue has the same solution as the previous issue.
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Network version only: Why can't I delete classes? The page simply refreshes and the selected class remains in the dropdown box.
Issue
When the user information is entered and the Save button is clicked,
the data are saved to the "Student Data" folder (whose location was chosen during the installation) on the server.
Solution
The error message results when certain access permissions on the particular
folder are not available for the user. The specific required permissions are Create Files, Create Folders, Write Attributes,
and Write Extended Attributes. These permissions can be assigned by following these steps:
1.
Locate and navigate to the Student Data folder on the server computer.
2.
Right-click on the Student Data folder and select Properties.
3.
Select the Security tab, and then click the Advanced button.
4.
Deselect the checkbox at the bottom of the dialog box whose label says "Allow inheritable permissions
from parent to propagate to this object." (This message varies on different operating systems.)
5.
When a security window appears, select the Copy option.
6.
Select the "User Group" (students) for whom the access permissions need to be modified.
7.
Click the Edit button.
8.
In the "Apply onto" dropdown list, change the selection to "This folder, subfolders and files."
9.
Make sure that all the listed permissions have their Allow checkbox checked.
10.
Click Apply and OK to save the changed settings on all three open dialog windows.
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Network version only: Why do I get the "Close all browsers" error message when I try to create a new user or class?
This issue has the same solution as the previous issue.
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Why can't I hear the audio in some activities?
Issue
The QuickTime plug-in is used to play most of the audio in the course. If you cannot hear audio in an activity, you may be able to resolve the issue by changing a certain QuickTime setting.
Solution
Follow these steps to change that QuickTime setting:
1.
Close all open browser windows.
2.
Windows 2000: From the Start menu, select Settings > Control Panel > QuickTime.
Windows XP: From the Start menu, select Control Panel > QuickTime.
3.
From the QuickTime settings drop-down menu, select Sound Out.
4.
From "Choose a device to play" menu, select waveOut.
5.
Close the QuickTime settings control window.
6.
Restart the course program.
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When I double-click "install.exe," nothing happens. How can I resolve this issue to install the course?
Issue
The Longman courses use globally accepted installation software called "Install Anywhere."
There are no known issues at this time preventing the custom built installer from functioning properly.
Solution
There are a few suggestions that can be made to verify if the operating
system environment is adequate for the software installation.
1.
Make sure the person installing the software is logged in with administrator privileges.
2.
Make sure that all latest security and critical patches / updates for
the operating system and Internet Explorer have been installed from the Windows Update website. In Internet Explorer, select "Tools" and then "Windows Update" to access that website.
3.
Make sure there are enough system resources (CPU and RAM) available for the installer
to execute. Other programs may be running in the background, using up a majority of the resources.
4.
Make sure there is enough disk space for the installer to first extract its contents
and secondly copy over the complete Longman course to the computer's hard drive.
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How can I find the Orientation?
The Orientation
is on the Course Home page and/or the Course Outline page. The first time you enter the course, you arrive the Course Home page. On this page, there is a link to the Orientation.
After you have begun the course,
you may return to the Orientation by following these steps:
1.
Start the course.
2.
Click on the "Course Outline" link at the top of
the screen.
3.
Click on the first link, "Course Home."
4.
Click on the "Orientation" link.
|
Note: Adobe Acrobat Reader 4.0 (or higher) software may be
required to view the Orientation. To install Adobe Acrobat Reader, follow the
directions in the "Additional Information" section of the
installation instructions. |
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How may I send feedback about the course?
If you have feedback, please click here to Contact Us. We appreciate all the feedback we
receive. It helps us make sure we are constantly improving our CD-ROM courses.
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How do I uninstall this course?
Click Start > Programs > Longman
CD-ROMs. Select the name of the course and then select
"Uninstall."
|
Note: Deleting the course's desktop icon will not uninstall the course from your
computer. The desktop icon will be removed automatically as part of the
uninstallation process. |
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How do I contact Technical Support?
To contact Technical Support, e-mail us at EPSupport@pearsoned.com.
For the fastest response, please
write in English and include these details:
- Your name
- School or company
- Course you are using
- Operating system version (including language) (What’s this?)
- Internet Explorer version (including language) (What’s this?)
- Phone number (including country code and area code)
- Question or Comment (please be detailed)
- Specific error message
- Screenshot of the error message
Helpful Hint: To create a screenshot, press the "Alt" key and the "PrintScreen" key at the
same time. Then open Paint or Microsoft Word (for example) and "paste" the screenshot into a new file.
Attach that new file to an e-mail and send it to us.
|
Note: When you send your message, you will receive a
confirmation e-mail that explains when to expect a response. |
Or, you may call us. Within the
United States, dial 1-877-546-5408. Outside of the United States, dial +1-914-287-8980.
Our hours of operation are 9:00 to 17:00 (New York Time).
To call toll-free from outside
the United States, follow the dialing instructions at this web site.
Our toll-free number is 1-877-546-5408.
Please call in English.
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