[OPLINTECH] Learn2.com Player Issues (Still)

Mon Nov 17 14:16:15 EST 2008

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/