Troubleshooting Guide (PDF) Troubleshooting and Implementation Guide (PDF) Hide

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Getting Started

Whether you're new to the MATHia® or Cognitive Tutor® Software, or you just need to get it up and running on a new computer, you're in the right place.

Click each step below when you need to continue to the next set of directions. The first set of directions is already open for you.

  1. Reviewing the System Requirements

  2. Make sure that Java is installed and enabled.

  3. Make sure that pop-up blockers are turned off.

Installing and Enabling Java

What are Java and the Java Plug-in?

Java is a programming language and computing platform from Oracle. Many software applications, including those from Carnegie Learning, and websites will not work unless the Java Runtime Environment (JRE) is installed and enabled on the user’s computer. The free Java plug-in is the component of the Java software that enables the software to run inside the various internet browsers.

If you are not sure if you have Java installed, please follow the basic instructions in this section for guidance. For additional information, visit the Java Help Center.

Installing Java in Windows

  1. Open your browser and go to the Java website at www.java.com to download and install the Java plug-in.
  2. Click the Free Java Download button.
    Notes:
    • If you are not sure if you have Java installed, click the Do I have Java? link below the button.
    • If you have an older version of Java installed, uninstall that program first and then install the current version.
  3. After reviewing the end user license agreement, click the Agree and Start Free Download button.
  4. When asked if you want to run or save, click Run.
  5. If asked if you want to allow the program to make changes to your computer, click Yes.
  6. The Java Setup window appears. Click Install and follow any instructions from the installation program.
  7. If you are prompted to install the Free Browser Add-on from Ask or the McAfee Security Scanner, uncheck the checkboxes.
  8. Once you have received the response "You have successfully installed Java," the installation is finished. Close all browser windows, and then restart the browser to complete the installation.

Enabling Java Plug-in in Firefox

If you are ever prompted to allow a "Java Plug-in" or "Java Runtime Environment" when you start or stop Firefox, please allow this. If Firefox ever asks you to disable the Java Plug-in, do not do so. Firefox will sometimes try to disable the Java Plug-in, which prevents the software from launching.

To enable the Java plug-in if it has been disabled:

  1. Click the Firefox tab or click Tools on the menu bar to open the Tools menu.Click the Firefox tab on a Mac.Click the Firefox tab on a PC.
  2. Click Add-ons in the drop-down menu to open the Add-ons Manager.
    Click Add-ons.
  3. Select Plugins. All plugins currently installed are shown.
    Select Plugins.
  4. Click the Enable buttons for the Java Deployment Toolkit and the Java(TM) Platform SE. Both plug-ins need to be enabled.
    Note: If Java is not in your list of add-ons, please visit www.java.com to download and install the most current version of Java 7. (See Installing Java in Windows.)

Enabling Java Plug-in in Chrome

  1. Enter chrome://plugins in the address bar of the Chrome browser to display the Plug-ins page.Enter chrome://plugins in the address bar.
  2. Locate the Java section. It will appear greyed out if disabled. Click the Enable link.
  3. The Enable link then changes to a Disable link. Check the Always allowed box to stop additional Chrome warnings when running Java content.Check the Always allowed box.

Enabling Java Plug-in in Internet Explorer

When you open Internet Explorer after installing Java, you may be prompted to enable a Java plug-in. You want to enable the plug-in. If you are ever asked to “disable plug-ins for faster browsing,” do not do this. If you disable plug-ins, you will not be able to launch the Carnegie Learning application.

To enable the Java plug-in if it has been disabled:

Note: The screens shown here are from Internet Explorer 10. The steps for versions 8, 9, and 11 will be the same, but the appearance of the screens may vary slightly.

  1. Click the Gear icon in the upper right corner of the screen (Internet Explorer 9-11 only) or click Tools on the menu bar to open the Tools menu.Click the Gear icon.
  2. Select Manage add-ons from the drop-down menu.
  3. Scroll through the list until you find the blue heading for Oracle America, Inc. There will be two plug-ins listed beneath it: Java Plug-in SSV Helper and Java Plug-in 2 SSV Helper. Both need to be enabled. Click on one of the Java plug-ins.Java Plug-in SSV Helper and Java Plug-in 2 SSV Helper both need to be enabled.
  4. Click Enable in the lower right-hand corner.
  5. In the Enable add-on window, related plug-ins listed. Make sure the applicable plug-ins are selected and click Enable.

    Note: If Java is not in your list of add-ons, please visit www.java.com to download and install the most current version of Java 7. (See Installing Java in Windows.)Enable add-on window.
  6. Click Close to close the Manage Add-ons window.

Checking for, Installing, and Updating Java on a Mac

OS X 10.7 or higher
  1. Go to Apple Menu.Go to Apple Menu.
  2. Select System Preferences.
  3. Select Java.
    • If Java is installed, it will be listed in the System Preferences under Other.
    • If Java isn’t found, go to www.java.com to download and install Java.Select Java.
OS X 10.6.8
  1. Go to Finder.
  2. Select Applications.
  3. Click Utilities.
  4. Select Java Preferences.
    • If Java is installed, the Java Preferences window will open.
    • If Java is not installed, you will be prompted to install Java.

      Notes:
      • On some newer versions of Mac OS X, opening Java Preferences under Utilities will give you an alternate Java Preferences window without this checkbox. In those cases, go to the Apple menu in the top left-hand corner of your screen and select System Preferences. Select Other and click Java Preferences to open the Java Preferences window. (See OS X 10.7 or higher.)
      • Apple OS X requires the most current version of Java in order to run Java applications such as Carnegie Learning Software. Make sure you have the most current version of Java for the version of OS X you are using.

Enabling the Java Console

The Java Console logs information about the Java version and error messages that may occur while running an application. If you have problems that you have not been able to resolve yourself and are in touch with the Carnegie Learning Customer Support, you may be asked to enable the Java Console to assist in the troubleshooting process.

  1. Open the Java Control Panel.
    Windows 8:
    • Press Windows key + W to access the Search function
    • Type Java in the Search field.
    • Click the Java icon to open the Java Control Panel.
    Windows 7:
    • Click the Start button.
    • Click the Control Panel option.
    • If categories (Network and Internet, Hardware and Sound, etc.) are displayed, click Programs.
    • Click the Java icon open the Java Control Panel.
     
    Windows XP/Vista:
    • Click the Start button.
    • Click the Control Panel option.
    • Double-click the Java icon to open the Java Control Panel.
  2. In the Java Control Panel, select the Advanced tab.Select the Agvanced tab.
  3. Select Show console.
    Note: If you don't see the selections under Java console, expand the Java console option.
  4. Click OK to apply the change and close the window.

Enabling the Java Console

The Java Console logs information about the Java version and error messages that may occur while running an application. If you have problems that you have not been able to resolve yourself and are in touch with the Carnegie Learning Customer Support, you may be asked to enable the Java Console to assist in the troubleshooting process.

  1. Open the Java Control Panel.
    Mac (OS X 10.7.3 and above):
    • Click the Apple icon on the upper left of the screen.
    • Go to System Preferences.
    • Click the Java icon to open the Java Control Panel.
  2. In the Java Control Panel, select the Advanced tab.Select the Advanced tab.

  3. Select Show console.
    Note: If you don’t see the selections under Java console, expand the Java console option.

  4. Click OK to apply the change and close the window.

Last updated: 07/05/16

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Disabling Pop-up Blockers

Pop-up blockers inhibit the Carnegie Learning software from functioning properly. If you have a pop-up blocker enabled in your browser, you will need to disable it to allow pop-ups to appear. Follow the instructions below for your specific browser.

Note: If you have a Google or Yahoo toolbar that appears along the top of your browser window, usually with additional search bars, please disable them. Both toolbars will block pop-ups as well.

Internet Explorer 8

  1. Click Tools on the menu bar to open the Tools menu.Click Tools, then select Pop-up Blocker.
  2. Select Pop-up Blocker from the drop-down menu.
  3. Click Turn Off Pop-up Blocker.

Internet Explorer 9-11

Notes:

  • If you are using the Windows 8 operating system, ensure that you are running the browser in Desktop Mode. Click the Desktop tile on the Start screen to display the Desktop. Launch Internet Explorer from the desktop.
  • If the menu bar is displayed at the top of the browser window, you may click Tools, select Pop-up Blocker, and click Turn off Pop-up Blocker. Otherwise, follow the instructions below.
  • The screens shown below are from Internet Explorer 9. The steps for versions 10 and 11 will be the same, but the appearance of the screens may vary slightly.
  1. Click the Gear icon to open the Tools menu.Click the Gear icon.
  2. Select Internet options from the drop-down menu.
  3. Select the Privacy tab in the Internet Options window.Select the Privacy tab.
  4. Uncheck Turn on Pop-up Blocker.
  5. Click OK to apply the change and close the window.

Firefox

  1. Click the Firefox tab or click Tools in the menu bar the top of your browser window.Click the Firefox tab.Click Tools.
  2. In the menu, click Options.Click Options.
  3. Click on the Content tab in the Options window.Click on the Contents tab.
  4. Uncheck Block pop-up windows.
  5. Click OK to apply the change and close the window.

Chrome

  1. Click the Menu icon on the Chrome browser toolbar.Click the Menu icon.
  2. Select Settings from the drop-down menu.
  3. Scroll to the bottom of the Settings page, and click the Show advanced settings link.Click the Show advanced settings link.
    This will display the advanced settings on the Setting page.
  4. Scroll to the Privacy section, and click the Content settings button.Click the Content settings button.
  5. In the Content settings window, scroll to the Pop-ups section, and select Allow all sites to show pop-ups.
    Note: To allow pop-ups from only Carnegie Learning, you can choose to Manage Exceptions and add *.carnegielearning.com and *lms.carnegielearning.com.Select Allow all sites to show pop-ups.
  6. Click Done.

Firefox

  1. Click the Firefox menu at the top of the screen.Click the Firefox menu.
  2. Select Preferences from the drop-down menu.
  3. Click on the Content tab.Clic on the Content tab.
  4. Uncheck Block pop-up windows.
  5. Click the red Close icon in the top left corner of the window to apply the change and close the window.

Safari 6 and 7

  1. Click the Safari menu at the top of the screen.Click Safari.
  2. On the drop-down menu, select Preferences.
  3. Select the Security tab.Select the Security tab.
  4. Uncheck Block pop-up windows at the top of the screen.
  5. Click the red Close button to apply the change and close the window.

Last updated: 07/05/16

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