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2009 Product Technical Support 


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At Real World Training, we strive to create trouble-free training products. However, we realize that different computer configurations can create conflicts with our software. This page contains resolutions to known issues with some of our CD/DVD-ROM training products.

If your problem is not listed, or if this page does not solve your installation or program operation problem, fill out a simple form to receive a call back from one of our support technicians. We will contact you within 1 business day, between 8:00 AM to 5:00 PM Central Time, Monday-Friday.

Select from the list of potential issues:

When I close the training and reopen it, the checkmarks are no longer visible in the Contents section marking which topics I have watched.

LEARNING QUICKBOOKS- I get a message saying "The current topic requires Disc 1. Please insert the appropriate Disc, select your CD/DVD Drive, and click OK".

I get a message saying "the program has encountered a problem and must close" when installing the training (Windows XP Users)

I get a message saying "the program has encountered a problem and must close" when installing the training (Windows Vista Users)

A big Red "X" covers the table of contents area (Windows XP Users)

A big Red "X" covers the table of contents area (Windows Vista Users)

The interface is not visible, all I see is a black screen

I hear the person talking, but do not see the video



When I close the training and reopen it, the checkmarks are no longer visible in the Contents section marking which topics I have watched.

Product(s) Affected: 2009 and older products viewed on a Windows 7 computer

    Problem:

  • When I close the training and reopen it, the checkmarks are no longer visible in the Contents section marking which topics I have watched.


Solution:

There is no known solution for this issue with 2009 and older products. The 2010 products are fully Windows 7 compatible and do not experience this issue.

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LEARNING QUICKBOOKS- I get a message saying "The current topic requires Disc 1. Please insert the appropriate Disc, select your CD/DVD Drive, and click OK".

Product(s) Affected: All products, after installation

    Problem:

  • After a successful installation, a message box appears that says "The current topic requires Disc 1. Please insert the appropriate Disc, select your CD/DVD Drive, and click OK".



Solution:

Please click this link to watch a 20 second Solution Video.

  1. Leave the current disc in your disc drive.
  2. Click the arrow to open the drop-down list in the message box.
  3. Select the letter of your CD or DVD drive.
  4. Click OK.


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I get a message saying "the program has encountered a problem and must close" when installing the training (Windows XP Users):

Product(s) Affected: All products, after installing Windows updates

    Problem:

  • After receiving a Windows update from Microsoft, you attempt to install or launch the training and get a message saying "the program has encountered a problem and must close". This issue is often caused by a damaged component of Microsoft .NET Framework 2.0. To resolve this issue, download and run the repair tool mentioned below, repair .NET Framework 2.0, and download and reinstall .NET 2.0 SP1.



Solution:

Instructions for Windows XP - Method 1

  1. Click the link below for your version of Windows to repair the damage to the computer's registry:
    • 32 bit:
    • 64 bit:

      • If you are unsure which version to download, click My Computer from your desktop or from the Start menu and choose View system information. On the General tab below System, it will say x64 if you have a 64 bit version.


  2. Click Run to run the clwireg.exe tool.
    • You will receive the following message when the tool completes: The Microsoft .NET Framework 2.0 Registration Correction Tool completed successfully. Click OK.

  3. Repair Microsoft .NET Framework 2.0:
    1. Click the Windows Start button and select Control Panel.
    2. Double-click Add or Remove Programs.
    3. In the list of programs, select Microsoft .NET Framework 2.0.
    4. Click the Change/Remove button.
    5. Follow the instructions to Repair .NET Framework 2.0.


    Click the link below for your version of Windows to download and install Microsoft .Net Framework 2.0 SP1 from the Microsoft Web site:

  4. Click Run, then click Run again if prompted.
  5. Restart your computer if prompted.
  6. Install or launch the training.


Instructions for Windows XP - Method 2

If the issue still occurs, or if there were any errors when trying the prior steps, please follow these steps to uninstall .NET Framework 2.0 and reinstall .NET Framework 2.0 with Service Pack 1.


Uninstall and reinstall Microsoft .Net Framework 2.0:
  1. Click the Windows Start button and select Control Panel.
  2. Double-click Add or Remove Programs.
  3. Select Microsoft .NET Framework 2.0 in the list of programs and click Remove.

    If you are unable to remove .NET using the instructions above, download and run the dotnetfx_cleanup_tool utility to remove .NET Framework 2.0.
    Click here to download the dotnetfx cleanup tool.


  4. Download and install Microsoft .Net Framework 2.0 SP1 from the Microsoft Web site:
  5. Click Run, then click Run again if prompted.
  6. Restart your computer if prompted.
  7. Install or launch the training.


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I get a message saying "the program has encountered a problem and must close" when installing the training (Windows Vista Users):

Product(s) Affected: All products, after installing Windows updates

    Problem:

  • After receiving a Windows update from Microsoft, you attempt to install or launch the training and get a message saying "the program has encountered a problem and must close". This issue is often caused by a damaged component of Microsoft .NET Framework 2.0. To resolve this issue, follow the steps below.


Solution:

Instructions for Windows Vista

.NET Framework 2.0 is built in to the Windows Vista operating system. Because of this, it cannot be uninstalled from Vista. To repair .NET Framework 2.0, follow the steps below to run the System File Checker tool:

  1. Click the Start button and then type cmd in the Start Search box. Do not press Enter.
  2. Right-click cmd.exe in the Programs list in the search results, and then click Run as administrator. If you are prompted for an administrator password or confirmation, type your password or click Continue.
  3. At the command prompt, type sfc /scannow and then press ENTER.
  4. After the tool has finished running, double-click the icon to play the training.


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A big Red "X" covers the table of contents area (Windows XP Users):

Product(s) Affected: All products

    Problem:

  • After launching the training, a red "X" covers the left side of the training interface, normally where the Contents list would show. This is usually caused by a conflict with our training and your windows font (dpi) size setting.

    Solution:

    1. Right-click on desktop, select Properties.
    2. Click the Settings tab.
    3. Click the Advanced button.
    4. Under the General tab, check to see that the DPI Setting or Font Size is set to Normal (96) or Small, depending on the computer.
    5. Click Apply.
    6. Click OK twice.
    7. Restart computer if prompted. 


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A big Red "X" covers the table of contents area (Windows Vista Users):

Product(s) Affected: All products

    Problem:

  • After launching the training, a red "X" covers the left side of the training interface, normally where the Contents list would show. This is usually caused by a conflict with our training and your windows font (dpi) size setting.

    Solution:

    1. Right-click on desktop, select Personalize.
    2. On the left side of the screen, click Adjust font size (DPI).
    3. Check to see that the DPI Setting or Font Size is set to Default scale (96) or Small, depending on the computer.
    4. Click Apply.
    6. Click OK twice.
    7. Restart computer if prompted. 


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The interface is not visible, all I see is a black screen:
Product(s) Affected: All products

Problem:

  • Software installs completely and places icon on desktop. When icon is double clicked, program plays opening sequence/intro, but program interface (table of contents/video control buttons at bottom of screen) is not visible. 

                                             

    Solution:

    1. Right-click on desktop, select Properties.
    2. Click the Settings tab.
    3. For added assurance, check to see that the Screen Resolution is set to 1024x768 or higher.
    4. Click the Advanced button.
    5. Under the General tab, check to see that the DPI Setting or Font Size is set to Normal (96) or Small, depending on the computer.
    6. Click Apply.
    7. Click OK twice.
    8. Restart computer if prompted. 

                                            

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    • I hear the person talking, but do not see the video:
    Product(s) Affected: All products

      Problem:

    • Software installs completely and places icon on desktop. The software plays computer demonstrations fine. However, the "live person talking" topics have sound, but no video.


      Solution:

      1. Right-click on desktop, select Properties.
      2. Click the Settings tab.
      3. Click the Advanced button.
      4. Click the Troubleshoot tab.
      5. Set Hardware Acceleration to None.
      6. Click Apply.
      7. Click OK twice.
      8. Restart computer if prompted.

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