Product Technical Support 

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 8:30 AM to 5:30 PM Central Time, Monday-Friday.

Select from the list of potential issues:

Audio "Messed Up" - Sounds like "Chipmunk" - Starts OK then Gets Worse

Vista - Fatal Error Starting Application (Cannot Set Volume).

A big Red "X" covers the table of contents area.

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

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

I get a "Fatal Error" message when I double-click the icon.

I get a "Fatal Error" message after the initial animation screen.

I get a "mscoree.dll is missing or invalid" message when I double-click the icon.

The program begins to install, but stops before completing.

The audio and video do not match up, or the program skips.

There is a pink or multi-colored verticle bar on the right side of the clip being played.

I get an "error playing movie file" message when I play a topic, or a black screen with the Windows Media logo displayed.

I get a "Process performance counters disabled" fatal error when I double-click the icon.

Audio "Messed Up" - Sounds like "Chipmunk" - Starts OK then Gets Worse.

Product(s) Affected: All version 2007/2008 products, All Windows Operating Systems

Problem:

After installation, you try to play a topic and the audio starts off fine, then start "blipping", "chirping", and gets progressively worse until the audio sounds like a "Chipmunk".

This problem is due to a bug in a previous release of Adobe's Flash Player. However, Adobe has released a new flash player that resolves this issue in less than 5 minutes.

Solution:
Fix the Chipmunk Audio problem: Click this link to install the Flash 10 player. After clicking this link, Click Run. After the flash player is downloaded, click Run again (if prompted) to complete the installation. (Vista users: click Allow if prompted) Your training product will now play without any audio issues.

Vista - Fatal Error Starting Application (Cannot Set Volume).

Product(s) Affected: All version 2007 products, Vista OS

Problem:

After installation, you try to launch the training and receive a "Fatal Error Starting Application (cannot set volume)" error. There are two possible solutions to this problem. This error sometimes occurs if you don't have a sound card, or if your sound card is disabled. Solution #1 helps you resolve this error. If your sound card IS enabled..and you still encounter this error, solution #2 helps you resolve this error.

1. Click the Start button and select Control Panel.

2. Click System and Maintenance.

3. Scroll down and click Device Manager.

4. Click Continue (if prompted)

5. Click the [+] next to Sound, video, and game controllers.

6. Right-click the sound card, and then click Enable.

    (If necessary, click the Driver tab and click the Enable box)

    If you are prompted for an administrator password or confirmation,

    type the password or provide confirmation.

7. Attempt to launch our training product again.

8. If you still encounter this error, use Solution #2 to fix this problem.

Solution #2:
*You must be logged in as the administrator to complete these steps

A big Red "X" covers the table of contents area:

Product(s) Affected: All version 2007 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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  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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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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Problem:

• Software installs completely and places icon on desktop. When the icon is double-clicked, a fatal error message appears and the program will not open.
  
  
  Solution:
  
• The training requires a version of Windows 98 2nd. edition or Newer. To check this:
  1. Right click on My Computer.
  2. Select Properties.
  3. Under the General tab, the version is displayed.
• If you have Windows XP/2000, you must install the software as an administrator. If someone other than you installed the training, check with that person to see if you have administrative privilages.
• If you have Windows XP, check to see if you have service pack 2. Follow the instructions above to check the version of windows. If service pack 2 is installed, it is displayed there. Service pack 2 is not required, but often fixes problems.
• The software must be installed locally, not on a server drive.
• Microsoft .NET may not have installed correctly as part of normal installation.
  1. Go to http://www.microsoft.com/downloads/details.aspx?FamilyID=a8f5654f-088e-40b2-bbdb-a83353618b38&DisplayLang=en
  2. Download and install the latest version of Microsoft .NET.
  3. You may need to uninstall, then reinstall the training.
  
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I get a "Fatal Error" message after the initial animation screen:
Product(s) Affected: All products

Problem:

• Software installs completely and places icon on desktop. When the icon is double-clicked, the introduction animation plays, then a fatal error message appears and the program will not open.
  
  
  
                        
  
  Solution:
  
  1. Go to your Start menu and select Control Panel.
  2. Select Regional and Language Options.
  3. Under the Regional Options tab, choose Customize.
  4. Make sure that you have a period(.) selected as the Decimal Symbol.
  5. Click OK twice.

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Problem:

• Software installs completely and places icon on desktop. When the icon is double-clicked, a message is displayed, including the text "mscoree.dll is missing or invalid".
  
  
  Solution:
  
• Check your version of Internet Explorer:
  1. Double-click the Internet Explorer icon. (the blue "e")
  2. Click the help menu and select About Internet Explorer.
  3. The training requires version 6.0 SP1 or newer.
• If your version is older:
  1. Go to http://www.microsoft.com/downloads/details.aspx?FamilyID=1e1550cb-5e5d-48f5-b02b-20b602228de6&displaylang=en
  2. Download and install the latest version of Internet Explorer.
  
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Problem:

• The software appears to begin installation, but does not finish.
  
  
  Solution:
  
  1. Make sure you are logged in as administrator, or a user with administrative privileges.
  2. Re-install the training.
  
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Problem:

• The audio and video are out of sync, or skip.
  
  
  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.
  
  Back to top

Problem:

• There is a pink or multi-colored verticle bar on the right side of the clip being played. It may appear to be hazy, or static like.
  
  
  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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Problem:

• The message "error playing movie file" is displayed, or only the Windows Media logo is displayed.
  
  
  Solution:
  
  1. Click start, programs, accessories, entertainment, Windows Media Player.
  2. On the Tools menu, click Options.
  3. In the Player tab, select the Download Codecs Automatically check box.
  4. Click OK.
  5. Under the help menu, while on the internet, select Check for Player Updates.
  6. Install any updates if available.
  7. Re-boot, and try playing the topics again.
  
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I get a "Process performance counters disabled" fatal error when I double-click the icon:
Product(s) Affected: All products

Problem:

• Software installs completely and places icon on desktop. When the icon is double-clicked, a fatal error occurs with "Process performance counters disabled" included in the error text.
                        

  

  
  
  Solution:
  
  1. Go to http://www.microsoft.com/downloads/details.aspx?FamilyID=0856eacb-4362-4b0d-8edd-aab15c5e04f5&displaylang=en
  2. Click the Download button.
  3. Click Run.
  4. Click Run again.
  5. Follow the onscreen instructions for the Microsoft .NET Framework 2.0 Setup.
  6. Once installation is complete, click the Start menu.
  7. Select Control Panel.
8. Click Add or Remove Programs.
9. Remove ALL Microsoft .NET applications EXCEPT Microsoft .NET 2.0.
10. Close all windows.
11. Double-click the Mastering QuickBooks icon to launch product.

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