MHC Interactive: GED Troubleshooting
Password 123456789 Stuck In The Tutorial Teacher/Administrator Section Management Registration Number Zero Appears In The Class List Can't Get The Permissions Service Pack Error
1.	General Problem:	A teacher using the PASSWORD 123456789 set up students into his or her classes, but the students are unable to log into the program.
	Possible Cause:	Students are unable to log into the program because of a missing or corrupt teacher's password.
	Solution:	To fix the password problem, contact McGraw-Hill/Contemporary technical support at 1-800-890-6511 or via the online tech-support web form.
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2.	General Problem:	Students are STUCK IN THE TUTORIAL. One or more students are unable to exit the tutorial at the beginning of the program.
	First Possible Cause:	You have a pre-release version of the program, which we have updated to correct this problem.
	Solution:	Follow these steps to try to correct the problem: Contact McGraw-Hill/Contemporary for an updated copy of the program. You may call us at 1-800-890-6511 or e-mail us at mhcsoftwaresupport@mcgraw-hill.com. You may also send an e-mail to us through this website. Before you begin to update the program, know that this procedure will delete all existing student records as well as the old version of the program. If you have installed an earlier version of the program (Beta 6, Prerelease Version 1.1, or Prerelease Version 1.1a), uninstall the program. Be sure to remove the portion that the uninstaller doesn't remove: the MHC Interactive\GED\GEDData directories and the mode.ini file in the C:\Windows\A5w_data folder (for Windows 95,98, and ME) or the C:\Windows NT\A5w_data folder (for Windows NT, 2000, and XP) Reinstall the new program.
	Second Possible Cause:	You are missing the Content folder. This happens when the installation was not allowed to finish completely or when somehow this folder was accidentally deleted. Please check the GED folder to look for the Content folder before you decide this is the cause of your problem.
	Solution:	If you cannot locate the Content folder, correct this problem by following these two simple steps: Find the MHC Interactive\GED folder and make sure that it contains a folder called "Content". If this folder is missing, you are likely to have this problem. Uninstall the program and reinstall it. When you do, wait after the files have finished copying and the progress bar reads 100%. A final piece of the installer must run in order for all parts of the program to be installed correctly. Do not exit the installer until you see the final screen that indicates where the files and student records will be stored. This screen offers you three options: Go Back, Exit Install, and Launch GED.
	Third Possible Cause:	You have not granted students full permissions to the GEDData folder. This will most often be the problem if you have installed the program to a network drive. (Occasionally, local Windows 2000 or NT machines will also have this problem. You should check permissions on these machines as well. If you have Windows XP, also you may have a permissions problem. Contact McGraw-Hill/Contemporary for the solution to this problem. You may call us at 1-800-890-6511 or e-mail us at mhcsoftwaresupport@mcgraw-hill.com. You may also send an e-mail to us through this website.)
	Solution:	If the program is installed on a network and you are having this problem, the network permissions may not be set properly. You can test the problem by doing the following: Open Word or notepad, and type "MHC Interactive\GED". Go to File, Save As, and browse to the location on the network where your GEDData folder is located. Save the file in the GEDData folder. If you can't save it, you don't have permission to write to that folder from that workstation or with that login. If the File SaveAs works, then close the saved document. Open the same document, and change it the text to "Testing, 123", and save the file again (use Save, not SaveAs). Close the file, and open it once more. If the file still reads "MHC Interactive\GED" (your change was not saved), you do not have permission to modify files in the GEDData folder. Contact your network administrator and let them know what level of permission users of the program need on the GEDData folder. For Windows-based servers, you must allow Read, Write, Execute, and Modify for the GEDData folder. For Novell Netware servers, you must allow Read, Write, Create, Erase, and Modify. Depending on your network, you may be able to restrict permissions to the main GED folder, and grant permissions to the GEDData folder only.
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3.	General Problem:	You CANNOT ACCESS THE TEACHER OR ADMINISTRATOR SECTIONS of the program.
	Possible Cause 1:	The program was not installed completely. Somehow during installation, the installer appeared to be finished loading the components of the program, when it actually was not finished.
	Solution:	You may have exited the installer before installation was complete. The final screen shows the file and student record location and offers the options Go Back, Exit Install, and Launch GED. If you didn't see this screen, the installation process was not completed. Uninstall using the Add/Remove Programs Control Panel, and re-install.
	Possible Cause 2:	You accidentally selected the wrong installation type when you installed the program.
	Solution:	You may have installed the program as a Student-Only Workstation. If you did not intend to do this, uninstall and reinstall the program as above. This time select Administrator/Teacher/Student workstation during the installation process.
	Possible Cause 3:	A file called mode.ini is in the wrong location.
	Solution:	If you installed the program directly on your server, the mode.ini file may be in the wrong location. There are two ways fix the problem: 1. You can uninstall the program from the server and reinstall it to the mapped server drive from a workstation. 2. You can locate the file and move it to the correct location. Search the server's hard drive for mode.ini. It will probably be located in a folder called a5w_data. Copy or move the file into the main GED folder on the server. This is the folder that contains the content, GEDData, movs, scmov, tools, and Xtras folders. Place the mode.ini file in the main GED folder, not in any of the subfolders listed above. This should restore access to the Administrator and Teacher sections of the program.
	Possible Cause 4:	You simply may have the wrong monitor setting. You will know this is the problem if you cannot even see the administrator and teacher buttons.
	Solution:	Check your monitor settings. The program is designed to display at 800 x 600 or higher. If your setting is 640 x 480, you will not be able to see the teacher and administrator buttons to click on them.
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4.	General Problem:	You can't use MANAGEMENT from a workstation. You can create teachers (classes, students) when you work directly on the server, but not from a workstation.
	Possible Cause 1:	This is most likely a permissions issue and you will need to reset permissions.
	Solution:	See the third possible cause for the "Stuck in tutorial" problem above. Also, if possible, change the permissions to the GEDData folder before adding teachers. On some networks, the permissions will not be inherited correctly if changed after a teacher has been added to the program. For Windows-based servers, you must allow Read, Write, Execute, and Modify for the GEDData folder. (For Windows NT, give all rights to the GEDData folder.) For Novell Netware servers, you must allow Read, Write, Create, Erase, and Modify.
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5.	General Problem:	When installing the program, you were asked for a REGISTRATION NUMBER, but do not have one.
	Possible Cause:	This will happen during installation if your computer did not already have Quicktime 5. The Quicktime installer automatically launched. This installer asks for a registration number.
	Solution:	Simply click "Next" to continue. Quicktime will install successfully, without any of the information requested.
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6.	General Problem:	When a teacher enters a class name and clicks "Submit", a ZERO APPEARS IN THE CLASS LIST.
	Possible Cause:	You may have quit the installer too quickly, and the Content and Tools folders may not have been set up during installation.
	Solution:	Check to see that the "content" and "tools" folders are present in the main GED folder. Missing folders may have failed to copy during the installation. Try uninstalling and reinstalling the program. Do not exit the installer until you see the final screen that indicates where the files and student records location. This screen offers you three options: Go Back, Exit Install, and Launch GED.
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7.	General Problem:	Because you cannot add teachers or students, you know you have a permissions problem, but you CANNOT GET THE PERMISSIONS TO CHANGE.
	Possible Cause 1:	Your network administrator may be running a security system on your computers, which alters permissions when the computer boots.
	Solution:	Check with your network administrator to see if you are using some sort of security program such as Deep Freeze, Cleansweep, or The Sheriff. Such programs are the likely causes of this problem. If the program is running on a standalone computer, you should be able to partition your hard drive to create a "thawed" area for Deep Freeze. If you have Deep Freeze Standard this option is not available to you. Go to www.deepfreezeusa.com for information on Deep Freeze Professional.
	Possible Cause 2:	You have Windows XP.
	Solution:	Contact McGraw-Hill/Contemporary for a work-around. You may call us at 1-800-890-6511 or e-mail us at mhcsoftwaresupport@mcgraw-hill.com or contact us via the online tech-support web form.
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8.	General Problem:	The installer will not complete installation and display an error message referencing a SERVICE PACK ERROR.
	Possible Cause:	You have NT 4, service pack 5, or below.
	Solution:	Update your system to service pack 6 or above. If you need to, you may call us at 1-800-890-6511 or e-mail us at mhcsoftwaresupport@mcgraw-hill.com. You may also send an e-mail to us through this website.