TWL Industrial Support CMS Troubleshooting

Primary Administrator lost ID? The Primary Administrator lost or forgot the the ID and cannot log into the Course Management System.

Contact TWL Knowledge Group at (800) 952-3540 for assistance.

"This ID belongs to another CMS user..." On the Trainee Enrollment Form (or Course Administrator Information Form), I get the message "This ID belongs to another CMS user. Please enter another ID." I am sure that I deleted the trainee or administrator who had that ID.

After deleting the individual who formerly had the ID, the primary administrator must pack the database.

"Print to File" doesn't work.I chose "Output to file" for my report, but the file contains nothing but random symbols and characters.

In the Windows Print dialog box that appears after you specify the report file name, select Setup. Select "Generic/Text Only" as your printer type and do not check the Print to File button.

Remove/Delete Units.How can I prevent new trainees from being enrolled in units that I've removed? Is there a way to permanently delete units that I no longer want?

The CMS does not provide a way to delete units from the database because doing so would erase all the data for all trainees who had accessed the unit. Removing a unit means that trainees can no longer access it. In the case of videodisc units, removing them also frees up some harddrive space. If you do not want to save trainee data for a removed unit, go to the Unit Enrollment Form for the unit and delete all trainees from the roster. The unit will no longer appear in reports.

"Cannot get exclusive rights...." message The error message "Cannot get exclusive rights..." is displayed when I enter the CMS or attempt to create a new database.

In a networked installation, make sure that the files in the \ncms\dbfs directory are flagged Shareable, Read and Write and that the user has proper rights to that directory.

CMS cannot establish a link to database. I use another application written in FoxPro. When I start up the CMS, an error message tells me that the CMS cannot establish a link to the drive and path where the database is located.

This error occurs if the other FoxPro application sets the DOS environment variables FOXPROCFG and FOXPROWCFG in the autoexec.bat. To correct this without causing conflicts between the two FoxPro applications, add a paramter to the command line for the CMS. If the CMS was installed to the default location, the command line parameter should read:

c:\ncms\ncms.exe -Cc:\ncms\config.fpw

"Cannot locate ToolBook Runtime Files..." The error message "Cannot locate ToolBook Runtime files, will not run lesson" is displayed when I try to start a CD-ROM lesson.

The \ncms\mtb30run directory is missing, deleted, or corrupted. The most likely cause is that the initial CMS installation was done as a videodisc or administration-only workstation. Rerun the CMS installation program (setup.exe on disk 1 of the CMS install disks), and select Custom INstall. Then select Files for CD-ROM Courses. This will copy the ToolBook runtime files to the drive where the CMS installed and allow CD-ROM lessons to run.
If the initial installation was done correctly and files have disappeared or become corrupted, certain steps should be taken to verify that there is no problem that will cause further failures. Scandisk, which is included as a part of Windows 95, can detect many hard disk problems. Refer to a Win95 reference manual for information on using Scandisk (or check HELP and look up SCANDISK). After the disk is checked, you should run a virus scanning program to check for any virus that might have caused the file-related problem.

Audio levels change in units. The audio seems to be louder on menus and questions than it is during the instruction.

CD-ROM units use two types of audio: MPEG and WAV. Both types are used throughout most of the instruction, and WAV audio is used for questions and menus. You can adjust the volume of each type of audio independently. If you have a Sigma Designs REAL Magic, Ultra, or Netstream board, the two types of audio can be adjusted through the Real Magic mixer.
If you have a Sigma Desgins Maxima board, the volume adjustments for the two types of audio are done through seperate utilities. For the MPEG audio, use the Real Magic Mixer. For the WAV audio, use the mixer provided with your sound card.

No Video - MPEG Card installed. My system has an MPEG video card, but the video does not play.

As of June 1999, the MPEG cards successfully tested with TWL Knowledge Group's products are the Real Magic 2, Maxima, Maxima Pro, Ultra, and Netstream 1 boards by Sigma Designs (using the 16 bit drivers V2.X, not the newer 32 bit drivers). For further information on these products and compatible VGA cards, call Sigma Designs at (510) 770-0100 or click here. If you are using one of these cards and the video does not play, refer to the insert labeled "Notice for Real Magic and Maxima Users" included in the package with the CD-ROM training units.
TWL Knowledge Group's CD-ROM training units are OM-1 compliant. This means that they are programmed using only the command set defined by the OM-1 standard for MPEG video playback under Windows. Make sure that the MPEG playback system you use has drivers that are 100% OM-1 compliant.

No Video - MPEG software installed. My system allows for software playback of MPEG video, but the system does not play.

TWL Knowledge Group has successfully tested two software playback systems (both with display drivers in thousands of colors):

TWL Knowledge Group's CD-ROM training units are OM-1 compliant. This means that they are programmed using only the command set defined by the OM-1 standard for MPEG video playback under Windows. Make sure that the MPEG playback system you use has drivers that are 100% OM-1 compliant.

Choppy or slow video. My system allows for software playback of MPEG video, but the video is choppy or plays too slowly.

Software MPEG playback requires a 133Mhz Pentium or faster. Performance problems can usually be alleviated by using the most current video drivers available. Contact the developer of the MPEG software player for additional assistance.
If you are using CMS v1.4 or greater and your Windows 95 PC is using Active Movie to play MPEG, verify that theC:\IDWINCMS\WLN.INI file contains the following lines;

AMOVFIX = ON
TSFIX = ON

These lines optimize twlk courseware for use with Active Movie in Windows 95. The document Using Software MPEG Solutions with discusses these settings and other factors that can affect software MPEG performance.TWL Knowledge Group Multimedia CD-ROM Titles

"The CMS appears to lockup after you click the icon to start it (Start Menu or on the Desktop)." This problem appears as a lockup. You will see the gray CMS wallpaper but nothing happens after that. This is caused be an attribute on the C:\TEMP directory. Some Windows computers, especially those using roving profiles, have the C:\TEMP folder designated as a System folder. The CMS needs access to the C:\TEMP folder for temporary file storage. This system attribute can be removed by starting a DOS session and running the following command:
ATTRIB C:\TEMP -S -H -R
Once the system attribute has been reset, the CMS will start correctly.

"Divide by zero, Overflow, or FoxProw application error is displayed when starting the CMS on a fast (333 MHz or faster) computer. Depending on the operating system you are running, you may be able to click ignore on the error message and start the CMS. This problem is caused by a timing problem in Microsoft Foxpro. Microsoft has verified this error.

We have found a history of problems running Microsoft FoxPro (the language the CMS is written in) on 333 MHz and faster PCs. To resolve this problem, download the "Speed Bug" Patch from the Technical Support download page.

The problem (stated very generally) is that fast computers generate an error because they work through the initial timing loop much faster than Microsoft allowed for when they created FoxPro. The patch modifies the initial timing loop so that the error doesn't occur.

The CMS locks up after entering your ID. Depending on the operating system, the system may display a General Protection Fault (GPF), a Foxprow has caused a Stack Fault message, or a This program has violated system integrity message after login to the CMS.

A CMS index file has become corrupt. While this is not a common problem, it is one of the more common problems that can impact the CMS. The index file must be repaired or replaced before you will be able to login to the CMS again.

On systems running CMS V1.1 or later, start the Database Recovery Utility in the Williams Learning Network folder on the Start Menu (Windows 95). If the utility runs completely without any error message, the corrupted index file has been repaired, As a precaution, login to the CMS as Administrator, click on File, and then Reindex to verify that all indexes have been repaired.

On systems where the Database Recovery Utility displayed an error, the files must be manually replaced. Use the Windows Explorer or File Manager (or DOS if you prefer) to copy the files NCLOG.DBF and NCLOG.CDX from the BACKUP21 (or BACKUP) directory to the DBFS directory. To do this from a DOS prompt, start a DOS session and follow the following steps:
CD\NCMS\DBFS [enter]
COPY BACKUP21\NCLOG*.* [ENTER]

(NOTE: On CMS versions prior to V2.1, the BACKUP21 folder is simply called BACKUP)

Once you can login to the CMS, it is important to reindex the entire database. Login to the CMS as Administrator, click on File, and then Reindex to repair the remainder of the indexes.

Units are not appearing on the trainee menus (unit selection screen). The administrator sees the units when he selects View a Unit, but they do not appear when the trainee logs in.

The trainee is probably not enrolled in the units in question. Set enrollment type to unstructured to enroll the trainee in all installed units or manually enroll the trainee in the units via the Enroll / Trainee menu.

Enter Primary Administrator's ID message is displayed after starting the CMS. If this is a local CMS / network database installation, where the CMS is installed to each computer's hard drive but the database resides on a shared network drive, it is likely due to the fact that one or more station(s) was upgraded to CMS V2.1 but this station was not.

Starting with V2.1 of the CMS, no previous version of the CMS will start on a 2.1 database. This was done to ensure that the database would not be corrupted by running multiple versions of the CMS on the same database.

If this is not a networked CMS, this message generally means that one or more of the database files could not be opened. Call Technical Support for a resolution.

The message, "This workstation is configured for administration use only. Trainees cannot log into this system" is displayed after a trainee attempts to login to the CMS. The CD-ROM drive letter has not been specified in the Workstation Configuration screen. Until the CD-ROM drive is entered, the CMS does not know where to start a lesson from and assumes that this station will not be used for viewing the training material.

The View a unit option is grayed out on the Courseware menu. The CD-ROM drive letter has not been specified in the Workstation Configuration screen. Until the CD-ROM drive is entered, the CMS does not know where to start a lesson from and assumes that this station will not be used for viewing the training material.

Random lockups while performing administrative functions (adding units / Trainees, running reports, etc.) in the CMS. These errors are generally caused by a corrupted database index file. This corrupted index file caused the CMS to read the wrong data or attempt to write to a file position that does not exist. To resolve this problem, Login to the CMS as administrator and select the Reindex option on the File menu. After doing this, exit the CMS, restart the computer and the problem should be resolved.

Internal consistency error is displayed in the CMS. These errors are generally caused by a corrupted database index file. This corrupted index file caused the CMS to read the wrong data or attempt to write to a file position that does not exist. To resolve this problem, Login to the CMS as administrator and select the Reindex option on the File menu. After doing this, exit the CMS, restart the computer and the problem should be resolved.

Unit skips over some or all video clips
This error applies to customers using the latest version of Microsoft ActiveMovie, supplied with Windows Media Player 6.x and Internet Explorer 5. The black video stage appears for a split second, then the unit proceeds to the next part of the lesson. Quite often, the unit will pass over several clips and jump straight to an embedded activity.

To resolve this problem, download the CD-ROM Library Files Update from the Technical Support download page. These files contain a modification to our courseware engine which makes an adjustment for this version of ActiveMovie. The readme file on that page explains the installation procedure and how to enable the ActiveMovie 6.X patch.

The unit screen looks really strange. Some things appear to be duplicated on the screen and there may be a black box around some buttons. The video window is off center and the buttons are out of whack (technical term).

It is likely that the Windows font size is set to Large Fonts. WLN CD-ROM units will run in resolutions higher than 640X480. Many users run at higher resolutions but find that they need to set their font size to Large Fonts. This is because Small Fonts are often hard to read in higher resolutions. WLN CD-ROM units will not run properly on a system set to display Large Fonts.

This is changed by right clicking on the Windows Desktop and selecting Properties from the pop-up menu. Next, click on the Settings tab and change the Font Size setting to Small Fonts. When you click OK, you will likely have to restart the computer.

The unit suddenly stops at a test question. The question is displayed but there are no answers to select.

Check to see if there is a sound card installed. Many customers never realize that they are missing sound on the menus and test questions. To verify that a sound card is installed and working, use Explorer or File Manager and double click on any file in the \WAVEFORM directory on any CD-ROM unit. The sound card must be installed, working properly, and capable of playing both eight and sixteen bit wave files to run the units properly.

The video looks grainy or splotchy with ActiveMovie. It is likely that the color palette is set to only 256 colors. This is changed by right clicking on the Windows Desktop and selecting Properties from the pop-up menu. Next, click on the Settings tab and raise the Color palette setting from 256 colors to 16bit (High color). When you click OK, you will likely have to restart the computer. Before making this change, we strongly suggest closing all applications and restarting the computer after making the change.

Audio sounds as if two people are talking. The audio sounds as if there are two people talking at the same time during a videodisc lesson.

Verify that the speakers (or headphones), are plugged into the pigtail connector that hangs off of the cable connecting the DVA-4000 board (in back of the PC), to the videodisc player. This will allow the DVA board to select which audio channel is heard. If the speakers are plugged directly into the laserdisc player, both audio channels play simultaneously.