Client Can't See Course

You can get a free trial of Webex or GoToMeeting.  I use Webex.  You send an appointment to the client and they click on a link to open the session.  You can then make the client the presenter and they can share their screen.  I work in an IT department of a college and that's how I view remote computers to help troubleshoot problems.

Hi Dave,

The first thing that I would do is have him use a different browser like Firefox or Chrome and see if he can replicate the issue.  If he can't replicate the issue with those browsers, then there's likely a security issue with IE that is causing the issue.

Also, in regards to screen sharing, you might want to take a look into join.me.

Hey B,

Thanks for the advice.  What settings in particular should I be looking at?

Cheers,

Dave

Hi Dave,

I would recommend resetting Internet Explorer to its defaults by using the methods below:

Please do the following to see if it resolves the issue you are experiencing:

1) Upgrade Adobe Flash Player here:

http://www.adobe.com/go/getflash 

2) If your LMS requires Java to be installed on the client computers, be sure the correct version of Java is installed and enabled for your browser. Java can be downloaded and installed here: 

http://java.com 

3) Clear your browser cache. You can do this in Internet Explorer by going to Tools > Internet Options > General > Temporary Internet Files. Select Delete Cookies and Delete Files. 

4) Also in Internet Options, on the Security, Privacy, and Advanced tabs, reset everything to its default settings. There is a button on each tab to reset defaults. 

5) In Windows Vista / 7, go to Start > All Programs > Accessories > Run.  In Windows XP, go to Start > Run.

6) Copy / paste the following line of text (depending on your operating system) into the Run dialog box. Click OK, and delete the entire contents of the window (folder) that opens.

Windows Vista / 7:

"C:\Users\%username%\AppData\Roaming\Macromedia\Flash Player\#SharedObjects"

Windows XP: 

"C:\Documents and Settings\%username%\Application Data\Macromedia\Flash Player\#SharedObjects" 

7) Close all browser windows for the changes to take effect, and then test your content again.

Hey B,

Is there something like the above for Vista?

Cheers,

Dave

Hi Dave,

I'm not sure that I follow your question.  The solution that I provided already mentions Windows Vista, Windows 7, and Windows XP.  Can you clarify?

Sorry B....I see that now.  I just glanced over it,

Thanks for the recommendations.  I am forwarding them to the client now.

Cheers,

Dave

OK...so are we suppoed to delete the entire file "WRWEW8HM" or the contents (additional folders) inside it?

Thanks!

Dave

You'll need to delete everything inside of the shared objects folder.

Hello,

OK...we tried it all, but still he gets just a white screen when he attempts to launch the course.

He has done the following at my request-

• Everything listed above
• Update from Vista SP1 to SP2

He is against using Firefox for some reason.  I will re-recommend Chrome.

Help me Mr. Wizard! 

Thanks,

Dave

Hi Dave,

First, verify that the customer does have the Flash Player properly installed by using this link:

http://kb2.adobe.com/cps/155/tn_15507.html

Then, have the customer run an HTTP trace log of the issue by using the method described in the link below:

http://www.mozealous.com/how-to-use-httpanalyzer-to-debug-aicc-lms-reporting-issues/

The trace log should be able to identify exactly what file is causing the issue.

Hi

Can someone explain to me how I can post a story file on Webex that  a customer could launch and view the presentation for 'testing' sake. (and is this even a good idea?)  The file will eventually get posted to their LMS but they can not open anything I send them (other than CD publishing -- issues with that below). In the stream above WebEx was suggested -- How do you put an entire file up there and can/do they then view it from the webex site? They are very frustrated that they can not open my files and they do not have an IT department. If I suggested they run an HTTP trace log they would laugh. Again - they CAN NOT view anything on their machines so I am looking for a go around so they can just see this thing. I did already send them the publish to CD version -- but that is a little skiddish and they are reporting issues that I do not see - particularly in the quizzing. Any help would be appreciated I have a very frustrated client.

Thank you.

Diane

Hi Diane,

Sorry for the frustration. I don't have any experience using Webex so I can't offer much help there, but I'm trying to understand why exactly the clients are having trouble viewing the course. Is it a packaged course they can't open? Or would you be able to publish your file on a server and send them a link to view it? Dropbox is a good option for that, if you think it will help...