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Technical Support FAQ

updated 2/17/1999

Install/Uninstall Issues [Running DT3] [License Codes]

Q1: Video Decompressor VIDS_MPG4 not available error...

1. You need to install the NetShow player
A. Run the nsplay.exe from the CD-ROM, shared network resource, or the DT3 Support File Downloads link

Q2: I've uninstalled the software and reinstalled it, and it still doesn't work....

1. Have you correctly uninstalled the product?
A. Run the Uninstaller from the Desktop Trainer program group, then run it from the Add/Remove programs icon in Control Panel. That particular order is very important. Then reinstall the product.
2. This still doesn't fix the problem?
A. You need to contact technical support at 1-403-233-9411

Q3: The Uninstaller does not work. How do I manually uninstall the product?

1. First locate and delete the "Training" folder from your hard drive, using Explorer.
2. Second, delete the "Asym" folder, which is a subfolder of "Windows" or "WinNT" folder.
3. Third, in the "Windows" or "WinNT" folder are two INI files that need to be deleted:

MVLS_301.INI
MVSAC301.INI

4. In the "Windows" or "WinNT" folder, find the ODBC.INI file, open it using a text editor such as Notepad, and remove the following lines of code: (NOTE-You do not need to remove the sections in brackets i.e.-[ODBC Data Sources])

      [ODBC Data Sources]
      remove-- MVLS 301 Std Database=Access 2.0 for MS Office (*.mdb)
      [MVLS 301 Std Database]
      remove-- Driver=C:\WINNT\System32\odbcjt16.dll
      remove-- DBQ=mvls_301.mdb
      remove-- DefaultDir=c:\Training\MVLS_301
      remove-- FIL=Microsoft Access
      remove-- JetIniPath=mvsac301.ini
      remove-- UID=mvls_user
      remove-- SystemDB=c:\Tr

5. Also in the Windows or WinNT folder, find the ASYM.INI file, open it using a text editor, such as Notepad, and remove the following lines of code: (NOTE-You do not need to remove the sections in brackets i.e.- [ToolBook Load Information]).

[ToolBook Load Information]
remove-- MTB50=C:\WINNT\asym\runtime\MTB50RUN.EXE
         [Registered Apps]
remove-- MTB50=C:\WINNT\asym\runtime,5.0,United States

Q4: When I try to type in the computer name it won't let me type in the box...

1. Having the wrong display properties usually causes this. A resolution of 800 pixels by 600 pixels is recommended, as well as a color depth of 16-bits (65,536 colors).
2. You can verify these settings through the Display icon in Control Panel. The screen resolution and color depth can be found on the Settings tab of the Display Properties dialog box.

Q5: After I install on the server, then setup a workstation, I receive an ODBC 3032 or 3035 error...aining\MVLS_301\system.mda

1. This error only occurs when courseware is setup on an NTFS partition. NTFS partitions, under NT Server, have security that extends to the file level. Full access rights must be granted for all students or workstations to the \Training\MVLS_301 directory and all files contained in it.

Q6: I recieve an error message during installation that says, "Error in the Move Data process, Error 115"...

1. You are attempting to install the software on a server volume that does not support long file names. Generally, this only occurs on Netware 3.x server volumes that do not have OS2/HPFS name space support loaded, or on the same type of server where the NAM is called but not loaded. Please refer to your Netware operating system manual for instructions to load the OS2 name space support NAM.

      Also, if you have run Vrepair on that volume, you will have to
      reload the OS2/HPFS name space support module again.

[Install/Uninstall Issues] Running DT3 [License Codes]

Q7: The video plays fine, but there is no sound playback in the application...

1. Do you have a working sound card and speakers? Are the speakers plugged in correctly?
2. Check to see that the volume in Windows is turned up.
3. Open one of our AVI files in media player. Is there sound with the playback?
4. Do you have the Microsoft GSM Audio codec?
Go to the Start menu, select Settings, and then select Control Panel from the Settings menu. Once the Control Panel is open,double click on the Multimedia icon, and click on the Advanced card tab (under Windows 95 this is called the Devices card tab). In the Advanced card tab, click on the plus sign next to Audio Compression Codecs to view the list of installed codecs, the Microsoft GSM 610 audio codec should be listed here. If this codec is not present click on the Add button and select Microsoft GSM 610 from the list of available codecs.

Q8: The sound plays fine, but there is no video playback in the application...

1. Can you play any of the AVI video files on the CD-ROM through media player?
2. You may need to install the NetShow player from the CD-ROM or network server.
   A. Run nsplay.exe from the CD-ROM or shared network resource.

      If this fails to resolve your problem, you need to contact
      Multimedia Solutions Technical support at 403-233-9411

Q9: After I upgraded to Windows 98, the video plays fine, but the sound just plays for a few seconds and stops...

This problem usually occurrs when the Win98 upgrade replaces your sound card manufacturer's drivers with it's own.

The workaround for this issue is to obtain the latest drivers from your sound card manufacturer and install them. This should clear up the problem.

Q10: How can I tell the difference between the original release and release 2 of DeskTop Trainer 3?

1. A file called nsplay.exe is found only on disc 1 of the original version. If the file is not there, then you have release 2.

Q11: I've installed Desktop Trainer 3, and when I access the program, the interface does not display properly...

1. Check to make sure that you are not using large fonts in your display settings, Desktop Trainer will not work with the Windows large fonts setting.

2. If this is not the case, contact technical support at 403-233-9411

Q12: I've installed DT3, and when I go to launch the course it causes a General Protection Fault...

1. Chances are that you are not running your display at the proper resolution and palette depth. The proper settings are a screen resolution of 800 X 600 pixels, with a palette depth of 16-bit or 65,536 colors.

Q13: The Toolbar loads, but returns consecutive ODBC error messages...

1. Have you tried to install and uninstall the product several times?

   A. Run the Uninstaller from the Desktop Trainer program group, then run it from the Add/Remove programs icon. That particular order is important. Then reinstall the product.
2. Still have the problem?
   B. See the section below on how to manually uninstall the product, and when you're sure the product has been removed, reinstall the product.
3. This still fails to resolve the problem?
   A. You need to contact technical support at 1-403-233-9411

Q14: The Toolbar loads, but I'm asked to install a course...

1. You probably did not select a course during the installation.

A. Run setup.exe again and make sure that you place a check mark in the box next to the courses you want install.

Q15: I get the error message 'Not a number C1' when I click on the toolbar...

1. Chances are that the installation failed on you.
A. This error is seldom seen, and is usually the product of a failed installation.
B. Run the Uninstaller from the Desktop Trainer program group, then run it from the Add/Remove programs icon. That particular order is important. Then reinstall the product.

Q16: I'm asked for disk two, when I only received one disk...

1. You are probably evaluating Desktop Trainer 3.
A. If so, then you need to speak with your sales representative for the second disk.
2. Are you sure you've installed the right courses for your license?
B. If you're sure you've installed the right courses for your license, then you need to speak with a customer service representative for a replacement disk.

[Install/Uninstall Issues] [Running DT3] License Codes

Q17: It says my license period needs to be extended...

1. Is the time and date correct on your PC?
   A. If the date and time are incorrect you will need to correct them on your computer, uninstall the product and then reinstall it.
2. How do I correct the time and date?
   A. Go to the Control Panel and double click on the Time/Date icon to correct them.
3. If you know the duration of your license period and it needs to be extended or you're finished evaluating, you need to obtain or renew a license for the product.
   A. Speak with a MicroVideo sales representative to license the software.

Q18: I've entered what is supposed to be the right serial number, and it says the code is invalid...

1. Have you put the dashes in between the numbers in the code?
A. Enter the code exactly as you see it on the printed documentation.
2. Have you selected the appropriate license period for your code? ? (i.e.-30 days, 90 days, 180 days, 1 year, 2 years, perpetual)
3. Need to verify your license period?
A. Contact your MicroVideo salesperson to have them review the status of your account.