Support section ~ Known Issues

This is the area where you will find any known issues with the software. Where a fix is available, there is a note next to the issue. All updates are available as a single download from the program updates page.
Index

•     Playing the videos
•     About the Language
•     The "eyes"
•     Cover pages
•     "You don't appear to be connected to the internet."
•     "Error writing preferences file"
•     Intel Macs on a network
•     Issues with specific activities

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Playing the videos

1) Jumping from place to place in the longer videos
As with all mpg video files, there can be a problem with longer (over 3 minutes) videos if you try to jump from place to place by clicking on the progress bar. If this occurs leave the video to play through.
2) Showing videos through a data-projector
You may like to take advantage of a method of playing the videos which does not require the use of any third-party movie player software (such as QuickTime or Windows Media Player). This method is only appropriate for users on stand-alone machines or for a single user (e.g. a teacher) accessing the software over a network; it will not work for multiple users accessing the software over a network. Each time you enter the software, hold down the Alt key (to the left of the space-bar) when you select your user type (Student, Teacher, Independent Learner). The movies will then play in 'flv' mode, meaning that they will play within the software window itself. You will have the choice of two sizes of display and three quality settings. If you are using a data-projector you should encounter no problems displaying the videos through both the data-projector and computer screen at the same time.
3) The default video player
Videos launch in the computer's default video player. This has been found not to work with the VLC player. We therefore suggest either changing the default player to, for example, Windows Media Player, or playing the videos in 'flv' mode (see point (2) above).
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About the Language
The "About the Language" videos of Rachel speaking to camera may appear slightly out of sync on some older systems. This should not affect the viability of the activity.
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The "eyes"
    The "eyes" appear alongside activities which you have attempted. Some activities with no cover page (usually activities appearing in a Homework topic) may show an eye alongside even though you haven't attempted the activity.

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Cover pages

In the Teacher Short Course and the By the Book Course, some coverpages display empty teacher tabs. No information is missing, rather the teacher tab is being displayed unnecessarily.
This was fixed in update 1.02 and is included in all later updates (see the program updates page).

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Error message "You don't appear to be connected to the internet" when you are connected.
A couple of teachers have reported receiving the message "You don't appear to be connected to the internet" when clicking the "Online Support & Updates" or "Register Online" buttons on their Home page even though they are connected.
This is caused by the program failing to connect to the internet [the message should have read: "eCLC failed to connect to the internet."].
Try this first
If you receive this message (it can also occur when saving or loading online playlists) ask your network manager to change the settings to allow eCLC access to the internet. Details about this requirement are included on pages 12 to 13 of the documentation accompanying the DVD.
Technical explanation
When the software starts up it attempts to access the internet by downloading a small text file. The software needs internet access in its own right (not just via a browser) if you want to store playlists online.
If the attempt failed access was probably denied by a firewall or proxy server.
To store playlists online you need to set any firewall/proxy server to allow the software access to the internet.
Full solution
If you are using a network with a proxy server and the settings cannot be changed upgrading to version 1.03 (or later) of the program solves the problem (see the program updates page).
If you have a firewall in place (eg Norton) you should receive a message after a short time asking you if you want to allow the software to access the internet. Say yes. Failing that please try upgrading to version 1.03 (see the program updates page).

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Error message "Error writing preferences file. Status: File not open."

Receiving the message "Error writing preferences file. Status: File not open" immediately after entering as a Teacher or Independent Learner should only happen if:
a) You are on a network and
b) The following file is set to "Read only":
          CLC E-Learning Resource > Content > data > prefs.txt.
Please ask the Network Manager to check that either the file (or the data folder) is set to "Read/Write".
This also applies to the playlists folder:
          CLC E-Learning Resource > Content > playlists
To save playlists locally this needs to be set to "Read/Write". Details about this requirement are included on pages 12 to 13 of the documentation accompanying the DVD.

Note

Receiving the "Error writing preferences file" message does not stop you using the program. Until you can have the "Read only" preferences changed to "Read/Write" the only restrictions are that teachers will be unable to change their password or save playlists to the local machine (not vital if you can save online).

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Intel Macintoshes on a network

If you are having problems with Intel Macs on a network there is a simple fix here.

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Issues with specific activities:

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