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Tech Support

Click the topic below to find your answers online with our "Top Ten Answer Finder":

1. Installation Help:
Problem: I am unsure about the installation. How can I make sure I am successful?

Recommendation:
Make sure that you have the instructions in front of you. Refer to the readme file for accurate installation instructions as a reference.

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2. Miscellaneous problems or the program freezes without errors:
Problem: When I am about to view a video inside the programs, I experience on screen problems. Sometimes characters appear in unusual places. There are even times when the program freezes.

Recommendation: Update to the video driver. Even a brand new computer may need a video driver update from the video device’s manufactures website. To find the manufacturer of your device:

For your video card, you will need to find the Manufacturer and the model of the device.
· Right-click on the desktop and select Properties.
· Click the Settings tab.
· Click the Advanced button.
· Click the tab with the manufactures information.
Please also note the graphics driver version string, such as "6.13.01.3004", will be listed below the graphics controller.

Once you have all of the information about the graphics device please search the manufacturer's website for the most recent driver for your operating system.

Problem: The sound is garbled.

Recommendation:
An update may not be necessary. First, try to lower the hardware acceleration for the device.
To lower the hardware acceleration for the device:
· Go to the Control Panel and open Sounds and Audio.
· Click the Advance button under Speaker Settings and choose the performance tab.
· Lower the acceleration bar to none.

Problem: The program launches and the sound is fine but when the characters begin to speak the sound no longer functions.

Recommendation:
Download the latest sound driver from the manufactures’ website. To acquire the information regarding manufacturer:

· Go to Control Panel >>
· Select Sounds and Audio Devices (Or Multimedia)>>
· Select Hardware Tab >>
· Select Properties >>
· Select Driver Tab.

Problem: The program freezes or gives an error when I try to enter the program or when I have completed a section.

Recommendation:
Look at the permission assigned to the folders for the program. If it is a networked program, we check that the user profile to log into the workstation has Read, Write and Delete abilities to the users’ data folder on the server. If the program is a stand alone product we ask if the computer has third party security that may be limiting the rights assigned to the installed files and folders - particularly the user’s data folder. If the computer has a recent operating system and the program works if they log in as the administrator we send the customer directions to check the registry. This is the case for network and stand alone products matching these titles: Typing Tutor 10, Kid Key 2.0, and The Cruncher 2.0. We give the customer the following instructions to help them make the necessary changes to the registry:
Permission must be granted to the student user group on the local machines in the Registry Editor.
Reminder: The user must be logged on as the local Admin to make these changes.

· Click Start
· Click Run
· Type in regedit (regedt32 for windows 2000)
· Expand "H_Key_Local_Machine"
· Expand "Software"
· Right Click on Davidson (just Highlight in 2000)
· Choose Permissions (go to Security on the menu bar and choose Permissions for 2000)
· Highlight the Student user group and allow full control.

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3. General usage questions:
Problem: I can’t find the manual. Or I want to understand how the activities work before I use them in my classroom.

Recommendation:
Refer to the manual on the CD. If you have trouble finding the manual because of the auto run features, follow these steps:
To view the files and folders on the CD:
· Open My Computer.
· Look for the CD listed in your CD-Rom drive.
· Use the button on the right side of your mouse and choose
· Open from the Context Menu.

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4. Not Compatible related problems:
Problem; I have an older stand alone product that does not match the system requirements for Windows 2000 service pack 3 or higher and Windows XP. I have an older stand alone product that does not list Windows 2000 and/or Windows XP in the system requirements documentation. Will these programs work on my newer operating system ?

Recommendation: For XP users you can access the compatibility mode settings by right-clicking on the icon, choosing Properties from the context menu and the compatibility tab.

For Windows 2000 customers with Service Pack 3 or 4, please refer to the Microsoft website to find out how to enable compatibility mode. Compatibility settings are not enabled by default in this operating system.

If, neither solution works, you will need to upgrade to the newer version of the product.

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5. Deleting users:
Problem: I need to delete individual users.

Recommendations:
· JumpStart: Most of the JumpStart programs have a keystroke combination like CTRL+D+D to delete one user at a time from the sign in screen. See the manual for more information regarding the software. Other JumpStart programs have a delete button directly on the sign in screen.

· KidWorks Deluxe:
When a user or group needs to be deleted from the KidWorks Deluxe sign-in screen, please log into the program as a new user and type in “Teacher” for the user name. Once in the program, click on the trash can. Select the deleting option (Group or User) that suits your need.

· Networked Blaster series:
Be sure you have used the Network Control Panel to set up students.

Problem: I want to delete all users.

Recommendation: Removing the files from the specific program’s user data folder or folders will accomplish the task of quickly removing all users. It is important to remember that the procedures for deleting one user and deleting all users are not interchangeable. If only one file is removed from the user data location in an attempt to remove the individual from the program, the program will no longer function properly. This situation is called a userfile corruption.

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6. Userfile Corruptions:
Problem: I have a freeze or a crash. I cannot set permissions. I get an error message when I am adding a user name The program freezes or crashes at the sign in or at the end of a level when the users progress should be saving. I receive an error when attempting to add a user, but the permissions are set correctly.

Recommendation: Userfile Corruptions are often mistaken for a permission issue. Errors can occur when attempting to add a user, delete a user, or enter the program as an existing user. Sometimes there is not an error and the software just freezes and/or crashes. To determine whether the issue is a permission error: Navigate to the users’ directory. Create a file. Delete the file. We then ask if anyone may have gone into the users’ directory and removed files. If the answer is yes we let the customer know there may be a file corruption. We suggest testing this by backing up the users’ directory and then removing all files and folder for the users’ in that location. If the program functions normally again the customer will need to re-enter all users and try to find out who deleted the files to avoid it from occurring again.

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7. The Program Hangs on the “KALauncher”:
Problem: When I use the Student Network Sign-in the program freezes. I select my class, name and program through the Student Network Signin. The screen turns black with a box stating “KALauncher” in the middle. This is not the same as the program loading and then going back to the desktop.

Recommendation: This is a common issue that occurs when the original installation of the program wrote all the paths but the path has changed since then. Some of the reasons for the problem are:
a. The server was replaced with a new one. The program was not reinstalled but instead the shared directory or the KANet folder was moved to the new server. If the old server was not removed from the network the program will still find the KANet locations and continue to work until the old server or the files on the old server are removed.
b. The program has been installed to a folder on the shared directory and then the folder was deleted. If the KANet directory is moved out of the extra folder then the path is no longer correct.
c. The program was installed to the root of the share correctly but the KANet directory was placed into another folder. If the a folder is created and KANet directory is moved into the folder, the path is no longer correct.
d. The server was changed and a new install was done properly. In an effort to save the users’ information the userdata folder from the old location has been backed up and put it in the new location. If this is the case the software will continue to work until the older server is removed from the network.

To check the original path:
· Go to the KANet folder.
· Open the Userdata >> KARoot >> Signin >> Programs
· Locate the ini file that matches the program.
If this path is incorrect
· Reinstall the program to the new location to ensure all paths are corrected.
Or if you are concerned about needing to re-enter students to the Network Control Panel
· Back up the Classes and Students folders from the KANet >> Userdata >> KARoot >> Signin location and
· Place them back in the appropriate location of the new installation.
The classes and students will be restored to the Network Control Panel and Student Network Signin but each student will have to start over in each program they use.

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8. Common Error: Cannot find SNS.bap or NCP.bap:
Problem: I receive an error message when I try to run the workstation install on my OSX server. I receive an error when I try to run the workstation install from my OSX server.

I receive an error when I attempt to launch the Network Control Panel or Student Network Sign in on my OSX workstation.

Recommendation: Replicate the error and make a note of how the file extension is written. (Uppercase or Lowercase.)
Locate the files on the server and change the case of the file extension to match the error.

The product has been installed as the admin mode which creates a permission issue. The product may have been installed to the server from a workstation as an admin user to the workstation. For the installation of these programs the user must be a Standard User on the workstation.

Refer to the readme file for installation instructions.

Customers with Novell Servers can receive this error if the share on the server exceeds the 8 character limit, has spaces or special characters. Either change the share name (not highly recommended if they have working software install to it) or create a new share on the server.

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9. Common Error: Disk Space is critically low:
Problem: On my JumpStart program I receive a message that disk space is critically low when it appears that I have plenty of disk space.

Recommendation: The cause of the error is very different for Macs than PCs.

PC: The installation to the server must be done through a mapped drive from the workstation to the server. If the letter assigned to that mapped drive is changed this error will. The workstation install will appear to be fine but users will get the error above when attempting to launch the software. To resolve, uninstall from the workstation, change the mapped drive letter to the letter used during the server install and run the workstation install again. If you have forgotten the letter used, check for a Netsetup.ini in the following location:

· (Mapped Drive):\JSNet\?Grade\Support\SETUP

The file should have information like the following example:

[JumpStart 3rd Grade Network]
CDPath=G:\JSNet
UserData=G:\JSNet\UserData

In the above example G was the letter used during the installation to the server.

MAC: Older Jumpstart programs will give this error on OSX machine when the customer attempts to use Classic Mode and the program is not compatible in Classic Mode. A possible work around for the issue is to boot into OS 9 and run the install from that OS. Mac products that require the monitor must be 13 inches or more will give this error if the requirement is not met.

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10. Programs are missing from the Network Control Panel:
Problem: I have a Network Control Panel and the Student Network Sign-in. After installing all of the products and launching the Network Control Panel I find only some of the products listed.

Recommendation: Check that all programs are installed to the same KANet folder on the server. Be sure that when installing a Math Blaster and a Reading Blaster, all files and folders go into one KANet directory. If this is not the case, you will need to reinstall making sure all the installed files and folders go into one KANet directory. The only exception is 9-12 versions of MB and RB because they do not use the NCP or the SNS.

If all programs are represented with a folder in the KANet\Windows location, it will be best to contact our tech support representatives so that they can help you resolve this problem quickly. The representative will ask you to navigate to the KANet\USERDATA\KAroot\Signin\Programs folder. At this point, the rep will help you locate an ini file that represents the program that is missing from the NCP. If it is not here, they will need to know exactly which program you have, the server name, and the share name. They will copy the ini file from their server and edit the server name and share name in each path, save it, and send it back to you. They will then help you place the file in the programs folder on the server.

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