Technical Support

If the following list of troubleshooting items does not answer your technical questions please contact technical support at techsupport@trymentor.com

Mentor Personal Editions


Installation

Insert the Mentor CD-ROM into your CD-ROM drive. If the CD does not autoplay please double-click the My Computer icon on your desktop and then double-click your CD-ROM drive. Once you see a list of files appear, double-click Setup.exe to begin the installation of Mentor. Follow the on-screen instructions to complete the installation of Mentor.

Troubleshooting

Mentor for Office XP not installing

For Toshiba laptop users:

During the installation process, when you come to the registration screen that requires your name, company, and serial number, you must fill out all three fields.

  1. Enter you name.
  2. Enter your company.
  3. Enter your serial code.

*Note
The serial code you enter must match the serial code found on the Mentor for Office packaging.

My serial number is not accepted.

If you purchased Mentor for Windows XP and the Internet from the Home Shopping Network, you may be experiencing difficulties when trying to enter your serial number. If the serial number you enter is not accepted, please add the character "a" to the end of the third set of characters so the serial number appears as follows:

Mentor-inet-xxxxxa-xxx

The correct serial number should look like this:

Mentor-inet-xxxxxa-xxx where the x's represent unique letters and numbers.

If you continue to experience problems, please contact technical support at techsupport@trymentor.com.

The Installer keeps stopping when a certain percentage is complete.

  • You may have run out of free space on your hard drive. Please remove unwanted programs to free up additional space for the application, and then reinstall Mentor. Review Mentor's System Requirements for required free disk space.

  • It's possible that files are being copied to a corrupted area of your hard drive. If this is so, you'll need to run the ScanDisk program and make sure to use the Thorough option. To start ScanDisk, right-click the hard drive you are trying to install Mentor on and select Properties. Click the Tools tab and click the Check Now button in the Error-checking section. After ScanDisk has finished running and has informed you that your drive is free of errors, try to reinstall.

  • The CD may need to be cleaned of dirt or fingerprints. Examine the bottom of the disc. If you see any fingerprints or dirt, carefully clean the disc using a clean, soft, lint-free cloth by wiping from the center of the disc (near the hole) towards the outer edge in a straight line.

Error Messages

The Mentor Navigation Bar continues to read "Loading..." for an extended period of time.

Delete the file named strunner.ini from the following location: C:\Program Files\Learn2.com\StRunner

I receive an error that says "mismatched version of the Learn2.com .dll."

Uninstall the Learn2.com Player/Plugin by completing the following steps:

  1. Click Start > Settings > Control Panel
  2. Click Add/Remove Programs
  3. Select Learn2.com Player/Plugin (Uninstall Only) from the list of installed programs
  4. Click Add/Remove and follow the on-screen instructions
  5. Open Mentor and play a unit of instruction to automatically reinstall the necessary Learn2.com components.

I receive a "Windows General Protection Fault" in the file Strunner.exe.

Uninstall the Learn2.com Player/Plugin by completing the following steps:

  1. Click Start > Settings > Control Panel
  2. Click Add/Remove Programs
  3. Select Learn2.com Player/ Plugin (Uninstall Only) from the list of installed programs
  4. Click Add/Remove and follow the on-screen instructions
  5. Open Mentor and play a unit of instruction to automatically reinstall the necessary Learn2.com components.

I receive an error message saying "Learn2.com cannot find an available sound device" when I expect to hear sound.

  1. Check that your sound card and its software are installed correctly.
  2. Check your sound card manufacturer's Web site for the latest drivers.

Mentor Business Editions


Installation

Insert the Mentor CD-ROM into your CD-ROM drive. If the CD does not autoplay please double-click the My Computer icon on your desktop and then double-click your CD-ROM drive. Once you see a list of files appear, double-click Setup.exe to begin the installation of Mentor. Follow the on-screen instructions to complete the installation of Mentor.

Troubleshooting

The Installer keeps stopping when a certain percentage is complete.

  1. You may have run out of free space on your hard drive. Please remove unwanted programs to free up additional space for the game, and then reinstall Mentor. Review the System requirements for required free disk space.
  2. It's possible that files are being copied to a corrupted area of your hard drive. If this is so, you'll need to run the ScanDisk program and make sure to use the Thorough option. To start ScanDisk, right-click the hard drive you are trying to install Mentor on and select Properties. Click the Tools tab and click the Check Now button in the Error-checking section. After ScanDisk has finished running and has informed you that your drive is free of errors, try to reinstall.
  3. The CD may need to be cleaned of dirt or fingerprints. Examine the bottom of the disc. If you see any fingerprints or dirt, carefully clean the disc using a clean, soft, lint-free cloth by wiping from the center of the disc (near the hole) towards the outer edge in a straight line.

Error Messages

The Mentor Navigation Bar continues to read "Loading..." for an extended period of time.

Delete the file named strunner.ini from the following location: C:\Program Files\Learn2.com\StRunner.

I receive an error that says "mismatched version of the Learn2.com .dll."

Uninstall the Learn2.com Player/Plugin by completing the following steps:

  1. Click Start > Settings > Control Panel
  2. Click Add/Remove Programs
  3. Select Learn2.com Player/Plugin (Uninstall Only) from the list of installed programs
  4. Click Add/Remove and follow the on-screen instructions
  5. Open Mentor and play a unit of instruction to automatically reinstall the necessary Learn2.com components.

I receive a Windows General Protection Fault in the file Strunner.exe.

Uninstall the Learn2.com Player/Plugin by completing the following steps:

  1. Click Start > Settings > Control Panel
  2. Click Add/Remove Programs
  3. Select Learn2.com Player/ Plugin (Uninstall Only) from the list of installed programs
  4. Click Add/Remove and follow the on-screen instructions
  5. Open Mentor and play a unit of instruction to automatically reinstall the necessary Learn2.com components.

I receive an error message saying "Learn2.com cannot find an available sound device" when I expect to hear sound.

  1. Check that your sound card and its software are installed correctly.
  2. Check your sound card manufacturer's Web site for the latest drivers.

I receive an error message saying "File not found or network error."

The URL your Mentor has specified to retrieve streams is incorrect. Please contact your Systems Administrator.

Systems Administrator: please review the section on Remote Connectivity.

I receive an error message saying "Your network connection has temporarily been interrupted. Please wait."

Please contact your System Administrator.

System Administrator: please see IIS Mime mapping section under the Remote Connectivity Topic.

Remote Connectivity

Your users report an error message saying "File not found or network error."

  • Ensure the HTTP Process is running on your server.
  • If your HTTP TCP/IP port number is not port 80 please specify its number in the URL for your Mentor streams.
  • Verify that the path to the Mentor application uses the 8.3 file and folder naming standard. The following characters cannot be used: ( ) , . / \ ? ! - + * < > @ # % and spaces.
  • For Lotus Notes database-based Mentors, verify that you correctly filled out the Site Profile document in the Mentor database. (See your Mentor Readme.rtf file for additional instructions.) Make sure to include all information, including any organizational units and the correct country value.
  • For non-Lotus Notes database designed products, be sure the path specified for your Web server is correct.
  • If your users are unable to connect to Mentor through a Proxy or SOCKS server, have them perform the following tasks on their workstations:
    1. Click the Windows Start button
    2. Select Settings > Control Panel
    3. Find and double-click the Learn2.com Stream Player icon
    4. Click the Proxy button/tab and select the type of Proxy server you are running
    5. Select Override web browser's proxy setting with the following
    6. Fill in the Proxy Server name and Port address separated by a colon. Check the SOCKS button if you are using a SOCKS server.
    7. After you have uploaded the streams to a chosen directory on your Web server, check the URL you have specified as your streams directory. To do so, put this URL in a browser and verify that you can either see a listing of the files or that you get a warning saying directory browsing is not allowed.

Your users report an error message saying "Your network connection has temporarily been interrupted. Please wait."

This error message is commonly associated with IIS MIME Mapping.

The proper MIME mappings must be configured on the Web server as instructed below for the streams to play properly. In addition, for Microsoft IIS 4.0 there is an application .dll mapping that must be deleted. If the MIME mappings are not implemented correctly streamed titles will play part way and then freeze. If you see this symptom, be sure to check your MIME mappings in all locations and reboot your server to be sure that the new values are read.

  1. Select your default Web site. Right-click and go to Properties.
  2. Select the Home Directory tab.
  3. Select the Configuration button. Then click the App Mappings tab.
  4. Highlight the current (.STM ) extension. It will be associated with (C:/WINNT/System32/inetserv/ssinc.dll). Then click the Remove button.

The default application mapping is set up at the server level on IIS 4.0. You may need to select the server name and right-click, then click the Edit button (with WWW Service selected in the pull-down box) and then repeat the instructions in #1-4

  1. Create new MIME types. At the same site home directory or virtual directory, right-click and select Properties. Then select the HTTP Headers tab and click the File Types button. This is where you will create the new MIME types for stream playback. Add the following MIME mappings:
    FOR .STM file types specify: application/street-stream
    FOR .STR file types specify: application/street-stream
    FOR .ST7 file types specify: application/street-stream

  2. Restart the server. This is necessary to remove the application mapping and re-read the MIME mappings. We have not had any luck stopping and starting all Web services in the IIS environment.

If you are using IIS 4.0, you may set the MIME type at the virtual directory level after it is created using the configuration management tool, or you may set the default at the Web server level before creating a new site. Such settings are inherited by items (virtual sites and directories) that are created below the default Web site. Remember that if you create a virtual directory before you set the MIME types at the root level the new virtual directory will NOT inherit those settings. Therefore it may be better to associate MIME types at the virtual directory when created. If you have difficulty with streams freezing, check all levels of the IIS hierarchy to be sure that MIME and application mappings are changed.

 


Frequently Asked Questions
Key Terms
Technical Support