Sorry to hear about this issue. Are you having this issue with a particular file, or just in general? If it's file specific, would it be okay to attach it here so that I can take a closer look?
If this needs to be kept private, would you see about submitting a Support Case? Please make sure to upload your file when doing so.
If the issue is happening in general, please go through the following instructions to correct the issue.
Hi Aneeta! I was going to pop in and check on your case, but I cannot locate it. Can you share your case number that you were provided? The turn around is usually pretty quick!
Hi Aneeta! I'm not sure what happened, but I could not locate a case for you, so I have submitted one on your behalf (#00358398 for my reference). You should be hearing from someone soon.
I am having this exact issue two. Was there any resolution? I did the repair as well as uninstalled and reinstalled, and still had the same problem over and over. The system administrator logged in on my machine and he was able to preview no problem. Only when I am logged in is it a problem.
Hi Derek and welcome to E-Learning Heroes! I checked on Aneeta's case that you referenced and her issue ended up being with a logo that was in the player, so probably not the same thing that it sounds like you are dealing with. Based on your description, do you know if your software was installed with Administrator privileges? That is a requirement. You can check this article out if you need to do a uninstall/re-install again.
10 Replies
Hi Aneeta,
Sorry to hear about this issue. Are you having this issue with a particular file, or just in general? If it's file specific, would it be okay to attach it here so that I can take a closer look?
If this needs to be kept private, would you see about submitting a Support Case? Please make sure to upload your file when doing so.
If the issue is happening in general, please go through the following instructions to correct the issue.
Please let me know if you have any questions.
Thanks,
Adrian
HI Adrian,
Thanks. It is happening to each of my modules, so I have submitted a support case.
Do you know what the turn around time is for these cases?
Cheers,
Hi Aneeta! I was going to pop in and check on your case, but I cannot locate it. Can you share your case number that you were provided? The turn around is usually pretty quick!
Can't find my confirmation email. Perhaps it didn't go through, then? I too thought you were usually so quick. I'll try again
Hi Leslie,
I have not yet received a case number
Cheers,
Hi Aneeta! I'm not sure what happened, but I could not locate a case for you, so I have submitted one on your behalf (#00358398 for my reference). You should be hearing from someone soon.
I am having this exact issue two. Was there any resolution? I did the repair as well as uninstalled and reinstalled, and still had the same problem over and over. The system administrator logged in on my machine and he was able to preview no problem. Only when I am logged in is it a problem.
Hi Derek and welcome to E-Learning Heroes! I checked on Aneeta's case that you referenced and her issue ended up being with a logo that was in the player, so probably not the same thing that it sounds like you are dealing with. Based on your description, do you know if your software was installed with Administrator privileges? That is a requirement. You can check this article out if you need to do a uninstall/re-install again.
Thanks Leslie! I have put in a ticket with IT and am crossing my fingers!
Sounds great! Thanks for the update
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