[OPLINTECH] Learn2.com Player Issues (Still)

Mon Nov 17 14:50:01 EST 2008

Ouch, this looks frustrating.

We'll try pushing a little from OPLIN, maybe see if we can get any
help from the LearningExpress folks as well.

Stephen

-- 
Stephen Hedges, Executive Director
Ohio Public Library Information Network (OPLIN)
2323 W. 5th Avenue, Suite 130
Columbus, Ohio  43204
614-728-5250    AIM: hedgesst

On Mon, November 17, 2008 2:16 pm, Eric Webster wrote:
> I hate to do something like this, but I'm really sick of dealing with
> these people. For anyone else out there still having issues with this
> software, I'm still trying to get a solution from them. As you can see
> from my email transcripts below, they aren't the most responsive
> bunch.
> I'd almost go so far as saying that they aren't responsive at all.
> I've
> never been able to reach someone by phone and I've never had someone
> actually return my calls.
>
> Could anyone at OPLIN maybe give them a little push to fix this issue?
> I
> know there are others out there that do not offer this service to
> their
> patrons because their software simply doesn't work when installed via
> Group Policy.
>
> I'm very close here. There are basically just three lines of text that
> I
> need from them so that I can make a transform to fix their
> installation
> package. It's really quite ridiculous that I've had to wait nearly 3
> months for three lines of text. Just three little registry keys. If
> their support had sent me the information in the first email it
> wouldn't
> be an issue. Instead, they sent me a screen shot of what the registry
> *should* look like, but of course GUID's are large and they didn't
> expand the view to show the whole string.
>
> --------------------------------------
> Eric Webster
> Network Administrator
> Worthington Libraries
> http://www.worthingtonlibraries.org/
>
>
>
> -----Original Message-----
> From: Eric Webster
> Sent: Monday, November 17, 2008 2:05 PM
> To: Eric Webster; Paul Bartlett
> Cc: Susan Allen
> Subject: RE: Learn2.com Player [246183:232653]
>
> Has there been another mix-up? I'm getting awfully tired of your
> companies response time. I would like to conduct this support via
> phone
> so that we don't have any more 'mix-ups'. Please call me at
> 1-614-807-2619. I left another voice mail on your support line as
> well.
>
> --------------------------------------
> Eric Webster
> Network Administrator
> Worthington Libraries
> http://www.worthingtonlibraries.org/
>
>
>
> -----Original Message-----
> From: Eric Webster
> Sent: Wednesday, November 12, 2008 9:42 AM
> To: 'Paul Bartlett'
> Subject: RE: Learn2.com Player [246183:232653]
>
> Can you provide me with a list of keys it needs to have added please?
> The first screenshot had some of the keys cut off. I can push out a
> transform to your MSI to add the missing registry items with it.
>
> --------------------------------------
> Eric Webster
> Network Administrator
> Worthington Libraries
> http://www.worthingtonlibraries.org/
>
>
>
> -----Original Message-----
> From: Paul Bartlett [mailto:help at learn.com]
> Sent: Monday, November 10, 2008 10:05 AM
> To: Eric Webster; Eric Webster
> Cc: Susan Allen
> Subject: RE: Learn2.com Player [246183:232653]
>
> I apologize for the mix up. The developers are working on a correction
> for the registry entry issue; we did have a report that uninstalling
> and
> then reinstalling the player would correct this, and allow the player
> to
> work.
>
> They have asked if you would be able to push a ".reg" file to the
> workstations to correct the missing registry key issue while they
> implement a more permanent code fix?
>
> Please do not hesitate to contact me again.
>
> Paul Bartlett
> Learn.com Client Satisfaction Specialist
> 14001 NW 4th St.
> Sunrise, FL 33325
> 800-544-1023, ext. 5445
> Visit us at www.learn.com
> Support Site: http://support.learn.com/help
> E-mail: help at learn.com
>
> -----Original Message-----
> From: "Eric Webster" <ewebster at worthingtonlibraries.org>
> Received: 11/7/2008 3:29 PM
> To: "Eric Webster" <ewebster at worthingtonlibraries.org>; "Paul Bartlett
> at Learn.com Support" <help at learn.com>
> Subject: RE: Learn2.com Player [246183:217883]
>
> Support,
>
> I just left a voice mail on your support line. We have yet to
> have anyone contact us since the initial contact back in August. We
> would like to get this resolved.
>
> --------------------------------------
> Eric Webster
> Network Administrator
> Worthington Libraries
> http://www.worthingtonlibraries.org/
>
>
>
> -----Original Message-----
> From: Eric Webster
> Sent: Tuesday, September 23, 2008 11:07 AM
> To: Eric Webster; 'Paul Bartlett at Learn.com Support'
> Cc: Susan Allen
> Subject: RE: Learn2.com Player [246183:217883]
>
> I would really appreciate it if someone would follow up with me, even
> a
> 'we are investigating the issue' would be sufficient. This lack of
> communication is disappointing.
>
> --------------------------------------
> Eric Webster
> Network Administrator
> Worthington Libraries
> http://www.worthingtonlibraries.org/
>
>
>
> -----Original Message-----
> From: Eric Webster
> Sent: Monday, September 08, 2008 10:01 AM
> To: Eric Webster; 'Paul Bartlett at Learn.com Support'
> Subject: RE: Learn2.com Player [246183:217883]
>
> Anything?
>
> --------------------------------------
> Eric Webster
> Network Administrator
> Worthington Libraries
> http://www.worthingtonlibraries.org/
>
>
>
> -----Original Message-----
> From: Eric Webster
> Sent: Wednesday, September 03, 2008 9:41 AM
> To: Eric Webster; Paul Bartlett at Learn.com Support
> Subject: RE: Learn2.com Player [246183:217883]
>
> Support,
>
> I just wanted to follow up on this since I haven't heard back
> from anyone yet.
>
> --------------------------------------
> Eric Webster
> Network Administrator
> Worthington Libraries
> http://www.worthingtonlibraries.org/
>
>
>
> -----Original Message-----
> From: Eric Webster
> Sent: Friday, August 29, 2008 9:31 AM
> To: 'Paul Bartlett at Learn.com Support'
> Subject: RE: Learn2.com Player [246183:217883]
>
> Paul,
>
> Well some of the information doesn't match up, nor do I even
> have those implemented categories. I understand these can cause it not
> to work, however I've done nothing with the installation except
> install
> the MSI via Group Policy. I did not make any transforms nor did I edit
> it in any way with Orca. So the real question I see here is why
> doesn't
> the installer install it correctly when deployed like this? The
> account
> used to install in this scenario would be the Local System account,
> which of course has appropriate permissions.
>
> This is everything I have under that key:
>
> C:\Documents and Settings\Administrator.PATRON>reg query
> HKEY_CLASSES_ROOT\CLSID
> \{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB} /s
>
> ! REG.EXE VERSION 3.0
>
> HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB}
> <NO NAME> REG_SZ Street Technologies ActiveX Control Object
> Street REG_SZ 0
>
> HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB}\Control
> <NO NAME> REG_SZ
>
> HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB}\InprocSer
> ver32
> <NO NAME> REG_SZ C:\Program Files\Learn2.com\StRunner\iestm32.dll
> InprocServer32 REG_MULTI_SZ
> oH9LVWRjQ@?toR=(j&(%>xLL~i6Qz.?c5AE%@NyO
> r\0\0
> ThreadingModel REG_SZ Apartment
>
> HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB}\MiscStatu
> s
> <NO NAME> REG_SZ 0
>
> HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB}\MiscStatu
> s\1
> <NO NAME> REG_SZ 131473
>
> HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB}\ProgID
> <NO NAME> REG_SZ StWebImage.Street Technologies ActiveX Control.1
>
> HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB}\ToolboxBi
> tmap32
> <NO NAME> REG_SZ
> C:\Learn\Rev5_1.3.8\IE\32Bit\Release\iestm32.dll, 1
>
> HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB}\TypeLib
> <NO NAME> REG_SZ {0B72CCA1-5F11-11D0-9CB5-0000C0EC9FDB}
>
> HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB}\Version
> <NO NAME> REG_SZ 1.0
>
> HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB}\VersionIn
> dependen
> tProgID
> <NO NAME> REG_SZ StWebImage.Street Technologies ActiveX Control
>
> --------------------------------------
> Eric Webster
> Network Administrator
> Worthington Libraries
> http://www.worthingtonlibraries.org/
>
>
>
> -----Original Message-----
> From: Paul Bartlett at Learn.com Support [mailto:help at learn.com]
> Sent: Thursday, August 28, 2008 4:12 PM
> To: Eric Webster
> Subject: RE: Learn2.com Player [246183:217883]
>
> We are investigating further, but our developers would like to check
> the
> integrity of the installation; we need you to do the following on one
> of
> the workstations affected:
>
> Have the user go into the Control Panel and open the Course Player
> applet and click on the Debug tab and make sure the runtime and player
> version are the same.
>
> Check the version of the runtime DLL in <windowsdir>\occache by right
> clicking on iestm32.dll and clicking on version. Make sure it is the
> version that was pushed to the workstation.
>
> The following are registry steps. Do not change anything.
>
> Make sure the following key exists in the Windows Registry
> "HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB}" using
> regedit.exe.
>
> Go into the registry by running regedit.exe in one of the workstations
> and go to the path
> HKEY_CLASSES_ROOT\CLSID\{0B72CCA4-5F11-11D0-9CB5-0000C0EC9FDB} and
> under
> Implemented Categories, make sure there are two keys like the
> following
> screenshot (MSI Registry Check.jpg)
>
> Missing one of the Implemented Categories causes the installation
> screen
> to come up again because it was not completely marked safe for
> scripting
> and/or initialization. More information on these implemented
> categories
> is found here:
> http://msdn2.microsoft.com/en-us/library/aa751977(VS.85).aspx. It
> missing means it wasn't installed correctly and could be the installer
> or insufficient permissions on the user account being used to run the
> installer on the workstation.
>
> Make sure InprocServer32 is pointing to the correct location
> C:\<windowsdir>\occache\iestm32.dll
>
> Please do not hesitate to contact me again.
>
> Paul Bartlett
> Learn.com Client Satisfaction Specialist
> 14001 NW 4th St.
> Sunrise, FL 33325
> 800-544-1023, ext. 5445
> Visit us at www.learn.com
> Support Site: http://support.learn.com/help
> E-mail: help at learn.com
>
> -----Original Message-----
> From: "Eric Webster" <ewebster at worthingtonlibraries.org>
> Received: 8/28/2008 2:15 PM
> To: help at learn.com
> Subject: RE: Learn2.com Player
>
> Support,
>
> We seem to be having an issue with your plugin software. We are
> pushing it out via group policy, and I can see it in Add/Remove
> programs
> as well as the files themselves in Program Files, but when patrons try
> to access your site they are still asked to download and install the
> software. I've seen several people on the OPLIN mailing list asking
> the
> same question and I was wondering if there is a solution for this.
>
> --------------------------------------
> Eric Webster
> Network Administrator
> Worthington Libraries
> http://www.worthingtonlibraries.org/
>
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