Below is a list of the known technical issues for Smart Learning ICT series.
Smart Learning ICT series - Technical Support |
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Problem: |
I cannot see all year groups even though i have installed them |
Deployment: |
Standalone |
Operating System: |
Windows, Vista & Windows 7 |
Solution: |
When installing the software as standalone on a Windows Vista or Windows 7 PC, do not install the software to "C:\Program Files", instead install it to "C:\". This will create a folder "C:\Smart Learning" into which the software will be placed. Failure to follow this advice will prevent the database of Teachers, Classes and Pupils from being shared between users of the PC, and may prevent additional year groups from being accessible too.
This situation has occurred because of new security measures Microsoft introduced with Windows Vista and Windows 7. These security measures prevent the application from being updated after first use, and also the sharing of Teachers, Classes and Pupils among users of the PC.
To remedy this situation, first remove the installation as per the instructions in how do i remove a Standalone installation from Windows Vista & Windows 7 then reinstall following the guidance in where do i install the software on my standalone PC. |
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Problem: |
How do I remove a Standalone installation from Windows Vista and Windows 7 |
Deployment: |
Standalone |
Operating System: |
Windows, Vista & Windows 7 |
Solution: |
The software is self contained so removal is a matter of deleting files only. The steps needed are:
- Delete the application root folder "Smart Learning" along with all of its contents.
- Delete the folder and shortcut in All Programs list of the Start Menu.
- Delete the desktop shortcut.
- For Windows Vista and 7 only - you will need Administration rights for this:
- locate each user's folder in C:\Users
- navigate to AppsData\Local\VirtualStore\Program Files
- delete the "Smart Learning" folder along with all of its contents (if present)
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Problem: |
Where do i install the software on my standalone PC |
Deployment: |
Standalone |
Operating System: |
Windows, Vista & Windows 7 |
Solution: |
When installing the software as standalone on a Windows Vista or Windows 7 PC, do not install the software to "C:\Program Files", instead install it to "C:\". This will create a folder "C:\Smart Learning" into which the software will be placed. Failure to follow this advice will prevent the database of Teachers, Classes and Pupils from being shared between users of the PC, and may prevent additional year groups from being accessible too.
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Problem: |
How to transfer a child from one class to another |
Deployment: |
network, all types |
Operating System: |
Windows, all types |
Solution: |
Important: Before transferring any pupils/classes it is always best practice to make up a backup of the database. This is in case the database becomes corrupt, and will prevent you losing any data. (As a rule it is always good to back up the database on a regular basis.) The database can usually be found here C:\Program Files\Smart Learning\Data\DB. It is the DB folder which needs to be backed up and kept in a safe place. Once the transfer has taken place and everything is working correctly, the backup database can be deleted. It is advised that a new copy of the updated database is made. If you experience any problems while transferring students, you can always restore the old database, follow these instructions to do so.
How to transfer a child from one class to another
To transfer a pupil from one class to another please follows these steps.
- Firstly, you must be logged in as a teacher or using the Admin password to be able to transfer students from class to class.
From Teacher Area
- Select ‘Register class/pupil’.
- In the classes’ box, select the class which the pupil belongs to, the ‘Edit pupils’ button will become available.
- Select ‘Edit pupils’, the pupils belonging to that class will appear in the pupil box.
- Select the pupil you want to transfer, the ‘Transfer’ button will become available.
- Select ‘Transfer’. The ‘Transfer Pupil’ screen will appear.
- This screen shows which class and year the pupil currently belongs to. Select the class you would like to transfer the pupil to. The pupils’ year and teacher can also be changed.
- Select ‘OK’.
- The pupil has now been transferred.
From Admin Area
- Select the name of the teacher whose class/pupils you wish to edit.
- Click on ‘Edit classes’ button.
- Select the name of the class you wish to edit.
- Click on ‘Edit pupils’ button. The pupils belonging to that class will appear in the pupil box.
- Select the pupil you want to transfer, the ‘Transfer’ button will become available.
- Select Transfer. \the ‘Transfer pupil’ screen will appear.
- This screen shows which class and year the pupil currently belongs to. Select the class you would like to transfer the pupil to. The pupils’ year and teacher can also be changed.
- Select ‘OK’.
- The pupil has now been transferred.
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Problem: |
How to transfer a class from one year to another |
Deployment: |
network, all types |
Operating System: |
Windows, all types |
Solution: |
Important: Before transferring any pupils/classes it is always best practice to make up a backup of the database. This is in case the database becomes corrupt, and will prevent you losing any data. (As a rule it is always good to back up the database on a regular basis.) The database can usually be found here C:\Program Files\Smart Learning\Data\DB. It is the DB folder which needs to be backed up and kept in a safe place. Once the transfer has taken place and everything is working correctly, the backup database can be deleted. It is advised that a new copy of the updated database is made. If you experience any problems while transferring students, you can always restore the old database, follow these instructions to do so.
How to transfer a class from one year to another
- Firstly you must be logged in as a teacher or using the Admin password to be able to transfer classes from year to year.
From Teacher Area
- Select ‘Register class/pupil’.
- In the Classes’ box, select the class which you would like to transfer.
- Select ‘Transfer’. The ‘Transfer class’ screen will appear.
- This screen shows which class you will be transferring. Select the year you would like to transfer the class to.
- Select ‘OK’.
- The class has now been transferred.
From the Admin Area
- Select the name of the teacher whose class/pupils you wish to edit.
- Click on the ‘Edit classes’ button.
- In the Classes’ box, select the class which you would like to transfer.
- Select ‘Transfer’. The ‘Transfer class’ screen will appear.
- This screen shows which class you will be transferring. Select the year you would like to transfer the class to.
- Select ‘OK’.
- The class has now been transferred.
NOTE: If you use Edit or Transfer to move a pupil to a different year group, you will not lose their previous individual records which are held in the History notes. However, if you wish to keep the assessment chart records for each pupil/class, rather than transferring the pupil you will need to re-register them, e.g. by adding on the number of the new Year group to make the name unique. That way the old assessment charts will be retained under the old name. You can return to the Classes screen at any time by clicking on the ‘Edit classes’ button at the bottom of the screen.
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Problem: |
How to transfer a class from teacher to teacher |
Deployment: |
network, all types |
Operating System: |
Windows, all types |
Solution: |
Important: Before transferring any pupils/classes it is always best practice to make up a backup of the database. This is in case the database becomes corrupt, and will prevent you losing any data. (As a rule it is always good to back up the database on a regular basis.) The database can usually be found here C:\Program Files\Smart Learning\Data\DB. It is the DB folder which needs to be backed up and kept in a safe place. Once the transfer has taken place and everything is working correctly, the backup database can be deleted. It is advised that a new copy of the updated database is made. If you experience any problems while transferring students, you can always restore the old database, follow these instructions to do so.
How to transfer a class from teacher to teacher
- Firstly you must be logged in as a teacher or using the Admin password to be able to transfer classes from teacher to teacher.
From Teacher Area
- Select ‘Register class/pupil’.
- In the Classes box, select the class which you would like to transfer.
- Select Transfer, the transfer class screen will appear.
- This screen shows which class you will be transferring. Now select the teacher you would like to transfer the class to.
- Select ‘OK’.
- The class has now been transferred.
From Admin Area
- Select the name of the teacher whose class/pupils you wish to edit.
- Click on the ‘Edit classes’ button.
- In the Classes box, select the class which you would like to transfer.
- Select Transfer, the transfer class screen will appear.
- This screen shows which class you will be transferring. Now select the teacher you would like to transfer the class to.
- Select ‘OK’.
- The class has now been transferred.
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Problem: |
When attempting to run the installer or application on a Windows PC, program fails with "Application Error: This application cannot run". |
Deployment: |
Installing/Using a standalone installation or the network client, where Adobe Shockwave Player v11 is installed. |
Operating System: |
Windows 2000/XP/Vista |
Solution: |
Uninstall Shockwave Player v11. The PrimaryICT software is incompatible with this version of the Shockwave Player. The software is compatible with version 10 of the player. |
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Problem: |
9th person cannot login |
Deployment: |
network, all types |
Operating System: |
Windows, all types |
Solution: |
Stagger the pupils logging in to groups of 8 or less at a time, When pupils login, the SL client accesses the database, thereby temporarily blocking all other SL clients. This is normally mitigated by a retry mechanism, but if too many pupils attempt to login at the same time, then some fail as they have had to wait longer than the retry period. |
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Problem: |
Only 10 pupils can log in at the same time |
Deployment: |
peer-to-peer network |
Operating System: |
Windows 2000 Pro and XP Pro |
Solution: |
The OS is hard coded to limit the number of peer connections a computer can accept. This cannot be changed.
[To increase the number of connections, either change the pseudo server OS to Windows 98 or switch to a client-server network]. Windows XP Home is limited to 5 concurrent connections. |
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Problem: |
Intermittent: pupils cannot login |
Deployment: |
network, all types |
Operating System: |
various |
Solution: |
Are many (8 or more) pupils trying to login at the same time?
Get pupils to login in groups of 8 or less at a time. When pupils login, the SL client accesses the database, thereby temporarily blocking all other SL clients. This is normally mitigated by a retry mechanism, but if too many pupils attempt to login at the same time, then some fail as they have had to wait longer than the retry period.
Alternatively, this could be due to pupils not entering their username or passwords correctly. Pupils names must be exactly as registered by their teacher/ADMIN, including spaces and any other punctuation. Likewise for the password, which is their class name.
Do not use spaces or other punctuation in their class names and to choose the class name they register with care.
e.g. use "1AR" instead of "class 1AR" |
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Problem: |
Starting the installer or SL Client gives error: "This program has performed an illegal operation and will shut down" |
Deployment: |
any |
Operating System: |
Windows, all types |
Solution: |
Make sure computer is using at least 256 colours and is not in Safe Mode. This error is generated by Director player, and indicates the current (computer) system setup is not meeting the minimum system specification for the software. |
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Problem: |
Cannot install the SL Server across the network |
Deployment: |
network, all types |
Operating System: |
any |
Solution: |
Installation has to be done directly on the server or pseudo server computer. This is stated clearly in the user manual. |
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Problem: |
Cannot install the SL Server to a network drive |
Deployment: |
network, all types |
Operating System: |
any |
Solution: |
Installation of the SL Server must be to a physical, local drive on the server or pseudo server computer. The installation directory can then be mapped to a network drive letter as appropriate. This is stated clearly in the user manual. |
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Problem: |
Server installer won't put each year in separate directories; tries to put them in the same directory |
Deployment: |
any |
Operating System: |
any |
Solution: |
The software is designed to be installed into the same location, to form an integrated suite. |
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Problem: |
Can pupils save partially completed assessed activities? |
Deployment: |
any |
Operating System: |
any |
Solution: |
No. The assessed activities are short and can easily be completed in a single lesson. As they are assessed, it is appropriate to complete them in a single sitting and the software has been designed to operate in this manner. |
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Problem: |
How to uninstall the software |
Deployment: |
Standalone |
Operating System: |
Windows, all types |
Solution: |
- delete the Smart Learning directory (and all of it contents and sub-directories)
- delete the file SLuserdata.ini in the Windows or Winnt directory.
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Problem: |
How to uninstall the software - SL Server |
Deployment: |
Network, all types |
Operating System: |
Windows, all types |
Solution: |
On the Server:
- delete the Smart Learning directory (and all of its contents and sub-directories)
- delete the file SLuserdata.ini in the Windows or Winnt directory.
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Problem: |
How to uninstall the software - SL Client |
Deployment: |
Network, all types |
Operating System: |
Windows, all types |
Solution: |
On the client(s), delete the Smart Learning directory (and all of its contents). This needs repeating for all client computers. |
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Problem: |
Backing up user data in existing installation |
Deployment: |
Any |
Operating System: |
Any |
Solution: |
Copy the folder named DB in the Smart Learning installation, files can usually be found C:\Program Files\Smart Learning\Data\DB. These can then be copied back to the same location to restore the user data.
This can be done to save re-entering or loosing user data during a reinstall.
Click here for
Restoring user data to an existing installation
NB: If reinstall involves adding extra years over previous installation, restore the database to the new installation before installing the extra years. Also see |
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Problem: |
Restoring user data to an existing installation |
Deployment: |
Any |
Operating System: |
Any |
Solution: |
Before restoring the user data, make sure that you do have a copy of the required files.
- Open the folder where the product is installed, navigating to the Data folder. (usually C:\Program Files\Smart Learning\Data)
- Delete the folder named DB.
- Find your backed up files and copy the DB folder into the Data folder (usually C:\Program Files\Smart Learning\Data)
- Once the files have finished copying over, the user data has been restored.
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Problem: |
Can client-server deployment be used on peer-to-peer with >11 users? How many users can be supported on a peer-to-peer network? |
Deployment: |
Client-server deployment on peer-to-peer network |
Operating System: |
Windows, all types |
Solution: |
Depends on Operating System:
- Win 98: yes, as this OS does not impose any connection limits.
- Win 2000 Pro, XP Pro: No. Max number of peers is 10, plus a user on the pseudo server.
- Win XP Home: No. Max number of peers is 5, plus a user on pseudo server.
Limitation set by OS on pseudo server. Windows flavour on client computers does not impact limits. |
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Problem: |
We have a number of older machines linked up to our server. Will the software work on these? |
Solution: |
This will depend on specifications of these machines.Minimum playback requirements for Projector:
Windows:
Pentium II or higher recommended
Windows 98, ME, NT4, 2000, XP
32 MB or more of installed RAM
Macintosh:
Power Macintosh Power PC processor (G3 or higher recommended)
Mac OS(r) 8.6 to Mac OS(r) X 10.x
32 MB or more of installed RAM |
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If you are having problems with this page or your Smart Learning product, please contact Smart Learning Technical Support on 0845 6121 454 or email: support@smart-learning.co.uk
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