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

In order to provide the best possible assistance, our support pages show information specific to the browser and operating system you are currently using. If you need instructions for a school computer, or if you are a staff member trying to find information for a different browser and operating system, please use the drop downs below to view that information.

Show me instructions for using I am trying to resolve an issue on my computer.
Don't see the operating system and/or browser you're looking for? Review the System Requirements to see if that configuration is supported.

Sorry! Your operating system is not supported by Carnegie Learning software. Please review the System Requirements page to see what operating systems are supported.

Sorry! Your browser is not supported by Carnegie Learning software and you will need to use a different browser to access the software. Please review the System Requirements page to see what browsers are supported.

Warning Message Received: Browser Unable to Run Java

What is happening?

When attempting to access Cognitive Tutor® or MATHia® via http://online.carnegielearning.com, a student may receive a message that says:

The browser you are currently using doesn’t have the ability to run the Java plug-in required to use the Cognitive Tutor and MATHia software.

Cognitive Tutor and MATHia will not work unless Java is installed and enabled on the student's computer. This message is shown when the browser is unable to launch the Java plug-in. This could happen because:

  • Java is not installed.

  • Java is installed but not enabled.

  • The browser the student is using does not support Java plug-ins.

  • The device the student is using does not support Java.

Java is not installed.
 

Solution: Install Java on your Windows or Mac computer

-----

Install Java in Windows

Using Firefox or Internet Explorer, go to java.com and click the red button named Free Java Download.

  • If you have an older version of Java installed on your computer, you will be prompted to uninstall the older version during the installation process.
  • If you are not sure if you have Java installed, you can click the Do I Have Java? link below the button. Then, click the red button named Verify Java Version. If Java is not installed on your system, the tool will just stop at "Detecting Java on your computer". Go back to the home page of java.com and click Free Java Download. If Java is installed, it will tell you whether you have the recommended version installed and if not give you an Agree and Start Free Download or Download Java Now button. If you are asked if you want to run the application Java Detection, click Run. If you are asked for your administrator password, enter it.

After reviewing the end user license agreement (accessed from the link), click the Agree and Start Free Download button.

Depending on the browser you are using, you may be asked to run or save the file. If you have the choice, choose Run.

  • In Internet Explorer, this question will appear at the bottom of the browser window in a box with a yellow bar on top. Click Run. If asked if you want to allow the program to make changes to your computer, click Yes.
  • In Firefox, this question should appear in a message box. Choose Save File. When the Arrow icon next to the Home icon at the top of the browser turns blue, the download is complete. Click on the blue Arrow, then click on the name of the program you just downloaded.

The Java Setup window appears. Click Install and follow the instructions on the installation screens.

  • If you are prompted to install any other programs or update your browser settings to Yahoo, do not do either.

When you receive the message "You have successfully installed Java," the installation is finished. Close the browser and then reopen it to complete the installation.
 

Install Java on a Mac

In Safari or Firefox, go to java.com and click the red button named Free Java Download.

  • If you have an older version of Java installed on your computer, you will be prompted to uninstall the older version during the installation process.
  • If you are not sure if you have Java installed, click the Do I Have Java? link below the button. Then, click the red button named Verify Java Version. If Java is not installed on your system, the tool may tell you it is unable to verify if Java is installed or just stop at "Detecting Java on your computer". Go back to the home page of java.com and click Free Java Download. If Java is installed, it will tell you whether you have the recommended version installed and if not give you an Agree and Start Free Download or Download Java Now button. If you are asked if you want to run the application Java Detection, click Run.

After reviewing the end user license agreement (accessed from the link), click the Agree and Start Free Download button.

Depending on the browser you are using, you may be asked to save the file.

  • In Safari, the installation program should be placed in your Downloads folder automatically. You can see the progress of the download in the Dock. When the download is complete, click on the file in your Downloads folder that you just downloaded.
  • In Firefox, this question should appear in a message box. Choose Save File. When the Arrow icon next to the Home icon at the top of the browser turns blue, the download is complete. Click on the blue Arrow, then click on the name of the program you just downloaded.

The Java Package window appears. Close the browser window and then double click on the icon in the Package window to start the installation.

If you are told that the program is an application from the Internet and asked if you want to open it, click Open.

If you are asked to enter the login password for your computer, do so and then click Install Helper.

The Java Setup window appears. Click Next and follow the instructions on the installation screens.

  • If you are prompted to install any other programs or update your browser settings to Yahoo, do not do either.

When you receive the message "You have successfully installed Java," the installation is finished. A new browser window will open so that you can verify Java is installed.

  • If you are asked if you want to trust java.com to use the Java plug-in, click Trust.
  • If you are asked if you want to run the application Java Detection, click Run.

Congratulations will appear if Java is installed.
 

What administrators can do? 

  • Wherever possible, administrators should instruct students to use a supported browser. Students using Microsoft Windows computers should begin using the Firefox or Internet Explorer browsers instead of the Chrome browser. Students using Mac OS X computers should begin using the Safari or Firefox browsers instead of the Chrome browser. Please refer to the system requirements for a list of supported browsers.
  • Administrators may contact the Carnegie Learning support team to request Cognitive Tutor LITE or MATHia LITE be enabled for their school. The LITE versions provide the same personalized instruction as Cognitive Tutor Prime and MATHia, however they run as Java webstarted applications outside the browser.

 

Customer & Technical Support

Monday - Friday 8:00 AM-6:00 PM, ET
877-401-2527

----

Last updated: 07/06/16

Did this troubleshooting topic help you?

YesNo

Java is installed but not enabled.
 

Solution: Enable Java in your browser

-----

Enabling Java in Internet Explorer

When you open Internet Explorer after installing Java, you may be prompted to enable the Java plug-in and should do so. If you are ever asked to "disable plug-ins for faster browsing," do not do so. If you disable plug-ins, you will not be able to launch Cognitive Tutor or MATHia.

To enable the Java plug-in:

Click the Gear icon in the upper right corner of the browser, and select Manage Add-ons in the drop-down menu.

Click Toolbars and Extensions in the list of Add-on Types.

Scroll down through the list until you find the blue heading for Oracle America, Inc.

There should be two Java 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, then click Enable in the lower right-hand corner of the window.

  • If Oracle America/Java is not in your list of add-ons, please visit java.com to download and install the most current version of Java. See Installing Java.

In the Enable Add-on window, related plug-ins are listed. Make sure the other required plug-in is selected and click Enable.

Click Close to close the Manage Add-ons window.
 

Enabling Java in Firefox in Windows

If you are ever prompted to allow Java when you start or use Firefox, please choose Allow and Remember. Sometimes this message either appears automatically or when you click the red building block-type icon next to the website URL. If you are ever asked if you want to run the application Cognitive Tutor, check the checkbox "Do not show this again for apps..." and then click Run.

If Firefox ever asks you to disable the Java plug-in, do not do so. This will prevent Cognitive Tutor and MATHia from launching.

To enable the Java plug-in:

Click the Open Menu icon (three horizontal bars) in the upper right of the browser, and select Add-ons in the drop-down menu.

On the left side of the new tab, click Plugins.

Locate Java(TM) Platform SE and choose Always Activate in the dropdown menu in the row.

  • If Java is not in your list of add-ons, please visit java.com to download and install the most current version of Java. See Installing Java.

Close the Add-ons tab.
 

Enabling Java in Safari on a Mac

Using Safari, go to http://online.carnegielearning.com.

Click the word Safari on the menu bar and select Preferences.

Click on the Security icon.

In the line for Internet plug-ins, check Allow Plug-ins, and click the Plug-in Settings button.

Select Java on the left side of the window. 

  • If Java is not listed, please visit java.com to download and install the most current version of Java. See Installing Java.

Click "2013.carnegielearning.com" and choose Allow Always in the dropdown menu.

Click the Done button, then close the Safari Preferences window.
 

Enabling Java in Firefox on a Mac

If you are ever prompted at the top of the browser window to allow Java when you start or use Firefox, please choose Allow and Remember (or Allow if not available). Sometimes this message either appears automatically or when you click the red building block-type icon next to the website URL. If you are ever asked if you want to run the application Cognitive Tutor, check the checkbox "Do not show this again for apps..." and then click Run.

If Firefox ever asks you to disable the Java plug-in, do not do so. This will prevent Cognitive Tutor and MATHia from launching.

To enable the Java plug-in:

Click the Open Menu icon (three horizontal bars) in the upper right of the browser, and select Add-ons in the drop-down menu.

Select Add-ons in the drop-down menu.

On the left side of the tab, click Plugins.

Locate Java (TM) Platform (or Java Applet Plug-in in OS 10.7) and choose Always Activate in the dropdown menu in the row.

  • If Java is not in your list of add-ons, please visit java.com to download and install the most current version of Java. See Installing Java.
     

Enabling Java in Chrome

Google Chrome version 45, released September 2015, discontinued support for Java. You cannot use Chrome to run MATHia or Cognitive Tutor.
 

What administrators can do? 

  • Wherever possible, administrators should instruct students to use a supported browser. Students using Microsoft Windows computers should begin using the Firefox or Internet Explorer browsers instead of the Chrome browser. Students using Mac OS X computers should begin using the Safari or Firefox browsers instead of the Chrome browser. Please refer to the system requirements for a list of supported browsers.
  • Administrators may contact the Carnegie Learning support team to request Cognitive Tutor LITE or MATHia LITE be enabled for their school. The LITE versions provide the same personalized instruction as Cognitive Tutor Prime and MATHia, however they run as Java webstarted applications outside the browser.

 

Customer & Technical Support

Monday - Friday 8:00 AM-6:00 PM, ET
877-401-2527

----

Last updated: 07/06/16

Did this troubleshooting topic help you?

YesNo

The browser the student is using does not support Java plug-ins.
 

Solution: Download and use a supported browser

-----

Google Chrome version 45, released September 2015, discontinued support for Java.

Microsoft Edge, shipped with Windows 10, does not support plug-ins like Java.

You can still use Cognitive Tutor and MATHia if either:

(1) You download and use a browser that does support Java, like Internet Explorer or Firefox in Windows or Safari or Firefox on a Mac.

(2) You have Java installed on your computer system and choose the Lite version (which uses Java outside of the browser) after you log in. Detailed instructions are available here.

 

What administrators can do? 

  • Wherever possible, administrators should instruct students to use a supported browser. Students using Microsoft Windows computers should begin using the Firefox or Internet Explorer browsers instead of the Chrome browser. Students using Mac OS X computers should begin using the Safari or Firefox browsers instead of the Chrome browser. Please refer to the system requirements for a list of supported browsers.
  • Administrators may contact the Carnegie Learning support team to request Cognitive Tutor LITE or MATHia LITE be enabled for their school. The LITE versions provide the same personalized instruction as Cognitive Tutor Prime and MATHia, however they run as Java webstarted applications outside the browser.

 

Customer & Technical Support

Monday - Friday 8:00 AM-6:00 PM, ET
877-401-2527

----

Last updated: 07/06/16

Did this troubleshooting topic help you?

YesNo

The device the student is using does not support Java.
 

Solution: Use a device that supports Java

-----

Chromebooks do not support Java, therefore they cannot be used to run the Cognitive Tutor or MATHia software.

To see if your device is supported, see our System Requirements page.

 

What administrators can do? 

  • Wherever possible, administrators should instruct students to use a supported browser. Students using Microsoft Windows computers should begin using the Firefox or Internet Explorer browsers instead of the Chrome browser. Students using Mac OS X computers should begin using the Safari or Firefox browsers instead of the Chrome browser. Please refer to the system requirements for a list of supported browsers.
  • Administrators may contact the Carnegie Learning support team to request Cognitive Tutor LITE or MATHia LITE be enabled for their school. The LITE versions provide the same personalized instruction as Cognitive Tutor Prime and MATHia, however they run as Java webstarted applications outside the browser.

 

Customer & Technical Support

Monday - Friday 8:00 AM-6:00 PM, ET
877-401-2527

----

Last updated: 07/06/16

Did this troubleshooting topic help you?

YesNo