Expo Electro Network FAQs
Important:
Please be advised that all of the following FAQs are for the V1.4 of the HMC. If you are still using the an earlier version of the HMC then please contact our Software Support Team to obtain the free of charge upgrade.
Submit a technical query to the Support Team by clicking here|
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
Symptom(s):
When deleting a pupil the HMC displays an "OLE DB" error message.
Cause:
This problem will only appear if the XMLSQL 3.0 add in that was applied during install was not properly installed due to a simple reboot issue.
It would appear that the XMLSQL 3.0 SP1 install doesn't take effect until you've re-booted TWICE.
XMLSQL 3.0 and XMLSQL 3.0 SP1 get copied across during install.
XMLSQL 3.0 only gets installed on a reboot.
But until XMLSQL 3.0 is there, XMLSQL 3.0 SP1 doesn't get applied until a second reboot has been made. The first reboot gets XMLSQL 3.0 up and running, but it requires the second to apply the patch to it.
Resolution:
Simply reboot your server one final time, this will allow the XMLSQL Service Pack 1 to complete its installation and will resolve the issue.
This is an issue with the Microsoft XMLSQL 3.0 SP1 software rather than Expo Electro.
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Symptom(s):
When trying to create a new pupil in the HMC you receive the following error message:
Developer Debugging Information
ASP Code
Description Failed to load Msxml2.dll.
Category Microsoft OLE DB Provider for SQL Server Column -1 Description Failed to load Msxml2.dll.
File /hmc/admin/includes/i_newuser.asp
Line 171
Number -2147217900
Source
Cause:
This is caused when, during the installation, one of the required DLL (library) files is not registered correctly on your server.
Resolution:
To correct this problem you will need to manually register the DLL file in question. To do this, find the file Msxml2.dll (you should be able to use the Windows 'find files and folders' utility). You will need to drag and drop this file onto the program Regsvr32.exe which is stored in the C:\Windows\System32 directory. Once this has been done, try to add a pupil again.
Please note: When 'dragging and dropping' the DLL file onto the program to register it, be careful not to move the file from it's current location.
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Symptom(s):
When loading the Expo Electro software you receive the following error message:
"Heinemann_user_titles.retrieve, title ActiveX component can't create object 800a01ad - hmc/includes/i_configure.asp, line"
Cause:
The installer has failed to load SQLXML 3.0, which is an XML parser the HMC uses. It should have been installed automatically as part of the HMC install routine, but its possible this could fail. You can check this by looking in Add or Remove Programs on your server, if the entry "SQLXML 3.0" is missing it will need to be manually installed from the HMC Network Version System disk.
Resolution:
Please close all open browser windows, and browse the HMC Network Version System disk and manually install the file "sqlxml.msi" (found at the root of the disc) to your server.
You will not be prompted for a server reboot, but we recommend you do reboot the server as soon as possible for the changes to take effect.
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Symptom(s):
When you load up the Expo Electro site or when you log-in to the site you receive the following error message:
'Heinemann.utils.cookie.create error - asp Line 161 80004005 Header error heinemann_hmc/includes/login.asp - HTTP header already written to client browser.'
Cause:
This is caused by an incorrect setting on the virtual directory within IIS (Internet Information Services). The HMC and 'Expo' virtual directories must have Buffering enabled.
Resolution:
To enable buffering:
Open IIS (right click My Computer > Manage > Services and Applications > Internet Information Services Manager)
View the Properties of virtual directory in question e.g. HMC and Expo.
Click Configuration button
View the App Options tab
Tick "Enable buffering", please also ensure "Parent Paths" and "Session State" are enabled.
Apply the changes and run an IIS reset (On your server, click 'Start' then 'Run', type in 'iisreset' and click 'OK').
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Symptom(s):
When trying to access the Expo Electrosoftware you receive this error message in your web browser:
"HTTP Error 401.3 - Unauthorized: Access is denied due to an ACL set on the requested resource. Internet Information Services (IIS)"
Cause:
There can be a couple of causes for this error, most likely that the "Everyone" account doesn't have read and write permissions on the NTFS security of the [Install Dir:]\Harcourt Education folders on the server.
Resolution:
The install folders are found either in C:\Program Files if default paths accepted, or a network drive of your choice. You need to ensure that the "Everyone" account does not have read and write permissions on this folder and all of the files and folders within.
If after making the change you still get the error, please run an IIS reset from the Run prompt on the server > iireset. Please note any web sites you host in IIS will temporarily go offline. Also check that you have set "Granted Access" in IIS for either the entire Default Web Site or the Expo Electro (Expo) and HMC virtual directories. To do this: right-click the virtual directory > Properties > Directory Security tab > IP address and domain name restrictions > Edit > Ensure Granted Access is enabled, or if it is Denied Access that the server name or IP address does NOT appear in the list.
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Symptom(s):
When trying to install the Network Version: Content Disc; you receive the following error message:
'Failed to start elearning.dll'
Cause:
This error message is simply telling you that the HMC (Harcourt Management Console) must be installed before the Content Package.
Resolution:
Please install the Network Version System Disc on the server first and then install the Network Version Content disc.
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Symptom(s):
When trying to access some feature or function within the HMC, you receive the following error message:
Cause:
This error message is a custom error for the HMC and not very descriptive for security reasons - if somebody was trying to hack into your system this prevents them from gaining any detail of what is going on.
Resolution:
If you see this error at any point whilst using the Harcourt Management Console please do the following:
You can disable this custom error so you can get a more descriptive error. Open IIS > Default Website properties > Custom Errors tab > highlight ALL the HTTP errors and then click "Set to Default".
Then browse to the same place again to see a clearer error message.
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Symptom(s):
When logging in as a pupil it loops back to the log in screen, or I get he following error message
"Page can’t be displayed: /HMC/error.asp, Line 80. Error creating file - permission denied"
Cause:
When a pupil is created and not associated with any group they will be looped around back to the logon screen - normally without error messages, but sometimes with the "error creating file" message.
Resolution:
Log into HMC as an administrator. Select Manage Groups and choose product i.e. Expo Electro, then choose 'group' or 'add group'. Click Manage pupils and then 'Add pupils'. Use the drop down to choose the class your pupil is associated with and put a tick next to your pupil and click 'Add pupils'.
Your pupil should now be able to log in.
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Symptom(s):
When trying to import a *.csv file, Which is formatted exactly as stated in the instructions? into the HMC, which is and am getting the following error.
"The import procedure has not worked. Please try again. If you have further problems please consult the Help section or your user manual"
Cause:
This error can be cause by one of three things.
1. If you have restricted access to the folder where HMC is trying to write to when trying to import a *.csv file, you may receive this error.
2. You have version 1.0 of the HMC installed.
3. The CSV is formatted incorrectly.
Resolution:
1. Please check the permissions on the Elf_Solution folder, which by default can be found at the following location:
C:\Program Files\Harcourt Education\Elf_Slution\hmc\uploads
This folder needs to have full read/write permissions for everyone (especially the IUSR account) and must not be marked as read only. If these specific permissions are not met, the HMC cannot access this file (which it needs to write temporary files to) before actually uploading and it. The permissions are normally set by the install, but sometimes a management system can overwrite permissions.
Your IUSR (Internet Guest Account)'s username will be IUSR_Yourservername (or IUSR_Yourserverserialnumber on an RM CC3 network).
2. Please ensure you have version 1.4 or above of the HMC installed. If you are still running an earlier version please contact the support team to get your upgraded disc.
Submit a technical query to the Support Team by clicking here|
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
3. Please check you CSV to ensure that it does not contain and non alphanumeric characters. An example CSV file can be downloaded from here|.
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Procedure:
If you have ordered this product on 60 inspection / approval you will require a temporary serial number which will allow the software (both network and standalone versions) to run for 60 days from their point of activation.
The 60 day trial serial number for Expo Electro are:
Pupil activity package 1 4381-73460-320-102560
Pupil activity Package 2 4381-73460-320-101144
Pupil activity Package 3 4381-73460-320-474809
Teacher Presentation Package 1 4381-73460-320-889592
Teacher Presentation Package 2 4381-73460-320-585653 Rouge
Teacher Presentation Package 2 4381-73460-320-100033 Vert
Teacher Presentation Package 3 4381-73460-320-106609 Rouge
Teacher Presentation Package 3 4381-73460-320-456236 Vert
To obtain you permanant serial numbers please contact the support team using the details below
Submit a technical query to the Support Team by clicking here|
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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Procedure:
Although there is no back door user name and password to the Harcourt Management Console, there is a procedure which will reset the administrator user name and password.
To protect the security of your installation, we have not included the procedure here. Please contact the ICT Support Team for further instruction.
Submit a technical query to the Support Team by clicking here|
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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Symptom(s):
Instead of seeing the flash animations you are presented with a blank screen.
Cause:
The problem, in simple terms, is down to the use of a non-standard file extension on the files that "serve" the Flash content. This didn't cause a problem in earlier versions of Windows / IIS, but do in 2003 / IIS6.
Resolution:
The cure, thankfully, is very simple and is as follows:
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On the server open the IIS Manager
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Locate the Metro virtual directory, (under Web Sites / Default Web Site)
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Right click on it > Select "Properties"
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Click on the "HTTP Headers" tab and then the button near the bottom of that box called "MIME Types"
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You then need to add a new MIME type for which the extension is .page and the MIME type is text/xml.
The following screen shot should hopefully help with this:
-
After saving the above settings you will need to do an IIS reset. (To do this select Start > Run > type in 'iisreset' > Ok)
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Procedure:
Step 1 (based on IE6):
Open Internet Explorer
Go to "Tools" > "Internet Options" > "Programs".
Check the box "Internet Explorer should check to see whether it is the default browser". Then click "Apply" then "OK". Then shut down IE.
Step 2:
Re-open Internet Explorer and when the following message is displayed:
"Internet Explorer is not currently your default browser. Would you like to make it your default browser?"
...uncheck the box "Always perform this check when starting Internet Explorer".
Click "Yes" button to change the default browser to Internet Explorer.
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Procedure:
The Harcourt Management Console (HMC) is the central administration facility for a new generation of networked Harcourt products.
The many benefits for the user include:
A simplified and standardised installation for all Harcourt products using the HMC technology. Once you have installed the HMC, new products can be slotted painlessly into your system.
All administration tasks, such as creating classes and importing pupil details, are carried out in one central area. This means that all data is stored in one place and can be reused for new products without the need to import them again separately.
Simple upgrade paths and automatic fixes. Each time you load a new product, it will check your current version of the HMC and automatically deploy fixes and upgrades. The HMC will continue to evolve and grow, and users will benefit from these ongoing developments.
A standard ‘look and feel’, allowing quick and easy familiarisation.
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Symptom(s):
When you attempt to activate Expo Electro in the Administrator section of the HMC, you can tick the box to accept the licence agreement and have entered a correct serial code however the "Activate" button is greyed out.
Cause:
The greyed out "Activate" button on HMC is controlled by JavaScript and the problem is caused either by JavaScript being blocked by IE or Microsoft JavaScript 5.6 being corrupted on the machine you are trying to activate the package from.
Resolution:
To solve this problem you simply need to 'unblock' JavaScript within Internet Explorer or, alternatively, use another machine to activate the package e.g. a workstation opposed to the Server.
If this still fails you will need to download and install Microsoft JavaScript 5.6. You can acquire this from the Microsoft Support site:
Win XP and 2000
http://www.microsoft.com/downloads/details.aspx?FamilyID=c717d943-7e4b-4622-86eb-95a22b832caa&DisplayLang=en|
Win 98, Me and NT
http://www.microsoft.com/downloads/details.aspx?FamilyId=0A8A18F6-249C-4A72-BFCF-FC6AF26DC390&displaylang=en|
Win 2003 Server
http://www.microsoft.com/downloads/details.aspx?FamilyID=887fce82-e3f5-4289-a5e3-6cbb818623aa&DisplayLang=en|
Disclaimer: Harcourt does not accept responsibility of any operations performed when users are following instructions given from a third party web site.
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Symptom(s):
When installing the Network Version Content disc the installation just hangs indefinitely whilst displaying the message:
"Waiting for content installation to finish..."
Cause:
The content files are stored on the CD-ROM in compressed volumes which are unpacked by the installer and copied to the location you chose for the software. The system disc installs a service called 'Scampi Server Services' which is used to unpack this content. If this service has not started, or is not running during the installation of the content CD-ROM, then the contact will not be unpacked and the installation will hang.
Resolution:
Resolution 1.
Please check that the following services are running on the server:
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MSSQL$HMC
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ScampiServerService
If the services are not running, please manually start the services and then attempt installation. Otherwise, if both services are running, please restart the server twice and re-attempt installation. Two restarts are required to configure and initialize the new parser components added during system installation.
Resolution 2.
If both services from the previous service are running, active IIS services are most likely preventing the installation from completing.
Please stop the following two services before restarting the contentinstallation:
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IIS Admin service
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World Wide Web Publishing
Once installation is complete, restart these services to begin using intranet applications.
Resolution 3
In the event that the above resolutions fail to fix the problem please look for the following folders and delete them. Afterwards, restart the Scampi Server service and re-attempt installation.
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C:\Program Files\HarcourtEducation\Elf_Solution\hmc\zipcontent\{8c584753-929f-495d-be2b-edea33e4735f}.zip
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C:\Program Files\HarcourtEducation\Elf_Solution\hmc\products\{004C47BB-B60B-4812-8043-6B65AA8A5f08}\content\{8c584753-929f-495d-be2b-edea33e4735f}
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C:\Program Files\HarcourtEducation\Elf_Solution\hmc\products\{004C47BB-B60B-4812-8043-6B65AA8A5f08}\content\{8c584753-929f-495d-be2b-edea33e4735f}.xml
The GUID strings listed will vary according to the Electro product that you are installing. Please check the GUID strings against those on the content zip file on the root of the installation CDROM to verify which folders to delete.
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Symptom(s):
I have installed & successfully activated my HMC based package within the HMC e.g. keyed in a serial code and it shows as "activated" in the HMC, but when I log into the software's home page I get an error saying that my package has "not been activated" & to "contact my system administrator".
Cause:
Although the software has been activated with a serial number, this change is not always picked up immediately by the product until the IIS service restarts.
Resolution:
This is quite a rare issue, but the solution is straightforward, all that is necessary is to reset IIS.
On Windows Server 2000 and 2003: At the server: click on 'Start', then select 'Run' and type 'iisreset' in the run box, click 'OK'. This will bring up a command prompt windows which automatically stops and restarts the IIS service.
On Windows NT 4.0 Server: From the command line, type: "net stop w3svc" which will stop the service. Then to start them again, type: "net start w3svc".
Please note: Restarting the service should take a few seconds (up to around 30) and during this time any Web sites you have running through Internet Information Services (IIS) on your server will be unavailable. On an RM CC3 server, this means the Management Console will be temporarily unavailable.
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Symptom(s):
The following error message is displayed:
Cause:
This error is cause if you are accessing the software using a Head of department account rather than a Teachers account.
Resolution:
Simply delete your Head of Department account and set up a new Teachers account.
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Symptom(s):
The Expo is not linking to the login page.
Cause:
The reason your link to the Expo login page is not working is because a GUID is not being automatically inserted into the web address to redirect the request away from the HMC login page.
Resolution:
In order to resolve this please follow the instructions below:
1. Please navigate to IIS and locate the virtual directory created for Expo.
2. Right click the directory and select properties.
3. Then click on the documents tab.
4. add the following new default document name default.asp?pid={12A371B6-4037-4971-B230-B00C27A68EB7}
5. Do an IIS reset
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Procedure:
HMC 1.4.1 was produced in response to a problem installing HMC 1.4 on Windows Server 2003.
The problem was that the HMC Installer v1.4 could only detect the Default website & would only add the HMC to that website.
In response, we have enhanced the HMC v1.4 installer, producing HMC v1.4.1. The HMC software installed is identical in both versions, they differ only in the capability of the installer.
Note: The HMC v1.4.1 should not be used where HMC v1.4 is already installed it should only be used if HMC v1.4 fails to install. This is because the HMC's internal logic fails to see a distinction between v1.4.1 and v1.4 so it assumes you're trying to deinstall the HMC not upgrade it.
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Symptom(s):
The YDP voice recording is not working for the additional package I have installed. However it is working for the original package that was installed.
Cause:
This error is due to the original MSI that was used to deploy the software.
Resolution:
To resolve this issue please re-deploy the software using the revised MSI that is available to download from here|.
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Symptom(s):
You may receive an unable to 'unable to access page' error message or an 'HTTP500: Internal Server Error' message.
Cause:
This is caused by the underscore in the server name that IIS is unable to process.
Resolution:
You will need to create an alias for your server name. To create the alias go to your DNS server and open Start > program files > administrative tools > DNS and then expand your server and then expand forward lookup zone then in the right window pane right click a blank area and select New Alias
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Symptom:
Cause:
This error may appear when adding additional packages into your HMC database. This is because the installed finds a virtual directory of the same name already in existence.
Resolution:
Simply click 'Ok' on this message. In all cases seen so far this has resolved the issue and the install has completed successfully.
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Symptom(s):
When trying to install the Harcourt Management Console (HMC) the installer is asking for the sa user name and password.
Cause:
This message usually appears on servers that are running full SQL. The installer is trying add the HMC to the existing SQL instance rather than creating its own instance.
Resolution:
In order to resolve this error you will need to install the HMC v1.4.1. Please contact us using the details below to request your copy.
Submit a technical query to the Support Team by clicking here|
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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Symptom(s):
When trying to install a content disc an error appears saying that the HMC system disc is not installed.
Cause:
This occours when one of the content inx files have become correpted.
Resolution:
You will need a new setup.inx file for install the software. Please contact us using the details below so we can provide this for you. We will need to know which package you are installing.
Submit a technical query to the Support Team by clicking here|
Customer Digital Support Team
Telephone: 01865 888005
8.30-17.00 Monday to Friday (excluding bank holidays)
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Symptom(s):
Cause:
When installing the Network Content disc into the HMC, it breaks the activities for all other Pupil Activity Pack's installed (inc. Echo, Listos and Logo) for pupil logins, however the Expo 3 Pupil Activity Package itself is not affected. It does NOT effect any of the Teacher presentations.
Resolution:
In order to resolve the problem two files will need to be replaced, these files an be downloaded from here|. Please replace them in the following locations:
Note: Before replacing these files, please ensure that no one is using the software.
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\hmc\pupil\includes\i_activity.asp
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\hmc\teacher\activitysequence.asp
Once the files have been successfully replaced please try the software. Hopefully you should now be able to see the Activities for older packages installed and that no data has been lost.
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