Reading Success Lab
Phone 877-286-2801

  Software Troubleshooting

Sometimes even the best plans go awry and one runs into difficulty. The sections here attempt to address problems that sometime occur.

Download and Install-
How do I find the links to use to perform download and install?
I get warnings about possible viruses. What should I do?
I have downloaded the file[s] but cannot locate them. What do I do?
The installation appears to hang. What should I do?
I have performed the download and installation but nothing happens when I try to run the program. What is wrong?
I have performed the download and install but I only have access to your 'free version'' and not what I purchased. What is wrong?

Assessment-
How do I setup my microphone?
When should I rerun the Microphone Setup Wizard?
My microphone does not work. Can you please help?
My microphone does not work all the time. What is wrong?
I am a teacher in a classroom and it is very distracting to have the program sounds play through the speakers. Can I use a headset?
Sometimes the program 'thinks'' that my child has spoken before he says anything. Is something wrong and what should I do?
Sometimes the program does not pickup my child''s response and she must repeat herself. Is something wrong and what should I do?
How do I setup my speakers?
When performing an assessment I don''t hear any sounds playing through the speakers. Is something wrong?
Sometimes I have to wait 10 seconds or longer before the program will let me score an item. What is wrong?
When I perform the testing my child gets all of a task items correct but the program reports his score as the 38th percentile. How is this possible?
My child cannot perform some of the reading tasks. Is it alright for me to read the items to her?
Some of the tasks are too hard for my child and he gets very frustrated because of that. What should I do?
If I make a mistake scoring an item, how do I correct the mistake?
I would like to take a printed copy to my child''s school. How can I print a copy?
I am a professional and need to modify the report you generate. Can I do this and if so how?

Skill Builder Intervention-
How do I setup my speakers?
I am a teacher in a classroom and it is very distracting to have the word pronunciations play through the speakers. Can I use a headset?
These exercises do not require use of a microphone. Is that correct?
When the word list first appear what is my child supposed to do?
When I purchased the 3rd Grade Words I was supposed to get 480 words. All I see are 4 pages of 40 words each for a total of 160 words. Where are the missing words?
How do I select the level of difficulty at which to start my child?
I am confused about how to score when my child makes a mistake and sometimes the program scores the wrong word with the error. How do I score correctly?
My child has progressed so that she is proficient on both time needed and accuracy but the report tells me that she should continue with the same materials. Why?
My child cannot quite reach 'proficiency'' with the materials is it alright to advance?
Is it alright to reward my child for practicing?
I have been using the program with my child for some time and I find the screens announcing Preview, Timed Practice and Review annoying. Is there a way to skip these?

Download and Install-

How do I find the links to use to perform download and install?
After you have made a purchase or requested our 'Free Version' you will be sent an email with the appropriate links, instructions for the download and installation, and a set of tips. Included are narrated demos of the software being used step-by-step for your reference.
Step-by-step description of download and install

I get warnings about possible viruses. What should I do?
All browsers give warning when installing software from the WEB as a precaution. The exact messages you see depend on what browser you use and the security settings for the browser. Please ignore any such warning.

I have downloaded the file[s] but cannot locate them. What do I do?
Depending on your browser you will have the option to Run, Open or Save the downloaded software installation. If you have Run or Open you should use it and our installation will begin as soon as the download completes. If you use Save the downloaded file is usually placed on your desktop. You may have to locate and double click it to start the installation. You only need to install the software once. If the download is saved to the desktop, this is how it will appear:

The installation appears to hang. What should I do?
There are occasionally computer systems where the installation appears to hang. In almost all such situations if you simply wait the installation will eventually continue on.

I have performed the download and installation but nothing happens when I try to run the program. What is wrong?
The chances are that you are not clicking the correct icon. Here is what the desktop icon for running the program looks like:

I have performed the download and install but I only have access to your 'free version'' and not what I purchased. What is wrong?
Until you update your license to include you purchased items, the system will operate as our 'Free System'. You update you license by retrieving the site code from your computer and sending it to us. We will return a site key to you that will enter into your computer, completing your license update.
License Configuration Details

Assessment-

How do I setup my microphone?
When performing assessments one may use a microphone to measure the response time of spoken responses. An alternative is the use of a SPACEBAR press as the person speaks his/her answer. If you are using a microphone you must have one that allows the software to reliably distinguish spoken words from noise in the environment. The software has a Microphone Setup Wizard that will lead you through the process of selecting, connecting and training the software for your microphone. You can get a step-by-step description of this process from this link.

When should I rerun the Microphone Setup Wizard?
So long as you system is reliably detecting spoken words there is no need rerun this wizard. However, if the system is responding to noise not associated with speech or the student must frequently repeat responses because the microphone is not picking up the initial response, you should rerun this wizard. It is probably a good idea to have your child perform the sample recordings. If you change microphones or the level of background noise changes substantially you will probably need to rerun the wizard.

My microphone does not work. Can you please help?
When a microphone does not work at all the problem will be in one of three areas, the microphone, the microphone's connection to the computer, or your computer''s settings for the microphone. Some microphones have an on/off switch so be sure it is turned on. If you have access to another microphone, try it as it is very unlikely that you have 2 problem microphones. Double-check your microphone connection to your sound card. The computer has settings for the microphone and it is possible that it is not selected or the volume is set too low. On a Windows Vista system right-click the speaker icon in the taskbar and then select Recording Devices. With other versions of Windows access these settings from within the Microphone Setup Wizard by selecting the System Vol button.

My microphone does not work all the time. What is wrong?
The fact that it works some of the time indicates that it is properly connected. Some microphones have an on/off switch so make sure that it is on. Try rerunning the Microphone Setup Wizard. If you have access to another microphone, please try it after rerunning the Microphone Setup Wizard with it.

I am a teacher in a classroom and it is very distracting to have the program sounds play through the speakers. Can I use a headset?
You should not use a headset for the student when performing an assessment. The program plays various sounds that are intended as feedback for you that you will miss if headphones are connected. In particular the program plays a pop sound when the student''s speech has been detected indicating that it is time to score the item.

Sometimes the program 'thinks'' that my child has spoken before he says anything. Is something wrong and what should I do?
When this happens the program has incorrectly detected sound coming from the background environment and interpreted it as the child''s speech. This is bound to happen occasionally and when it does you simply score the item as having a microphone error by clicking simultaneously the left and right mouse buttons. If this is a common occurrence rerun the Microphone Setup Wizard and possibly select a more quiet location to perform your testing.

Sometimes the program does not pickup my child''s response and she must repeat herself. Is something wrong and what should I do?
This happens when the child has not spoken loudly enough to be picked up by the program. In this situation you need to score the item as having a microphone error by clicking simultaneously the left and right mouse buttons. If this is a frequent occurrence, rerun the Microphone Setup Wizard having the child make the word recordings.

When performing an assessment I don''t hear any sounds playing through the speakers. Is something wrong?
You need to be able to hear the sounds that the program makes. If you are using a headset microphone you must only connect the microphone and leave the earpiece unconnected. If you connect the earpiece you will not be able to hear anything through the speakers.

Sometimes I have to wait 10 seconds or longer before the program will let me score an item. What is wrong?
One cannot score an item until after the computer has detected the student''s spoken response. The software will indicate that the response has been detected in two ways. First an audible 'pop'' sound is played through the speakers and second the status field changes from 'Ready'' to 'Score''. If the program will not allow you to score, it is because the spoken response was not detected.

How do I setup my speakers?
To perform assessments you must have working speakers. The software has a Speaker Setup Wizard that will lead you through the process of selecting, connecting and testing the speakers.

When I perform the testing my child gets all of a task items correct but the program reports his score as the 38th percentile. How is this possible?
The software measures time taken to generate responses and records the accuracy of the responses. Accuracy is only half of the process. Such a score would be a reflection of his being relatively slow in his/her responses compared to peers.

My child cannot perform some of the reading tasks. Is it alright for me to read the items to her?
No! You must have the child perform the tasks by herself. Otherwise we are testing her listening skills as opposed to her reading skills. There is a listening component in the testing. However, if she is clearly struggling with a task you may abort a task after 8 to 10 items and continue with the next task.

Some of the tasks are too hard for my child and he gets very frustrated because of that. What should I do?
There is no reason to force a child to complete a task they are clearly struggling with. If a task becomes clearly too difficult you may abort the task after 8 to 10 items have been presented and responded to. You would then proceed to the next task.

If I make a mistake scoring an item, how do I correct the mistake?
After scoring an item using the mouse buttons you have approximately 2 seconds to re-score the item before the program advances.

I would like to take a printed copy of the report to my child''s school. How can I print a copy?
The report is generated with Internet Explorer and its contents may be printed by selecting from the menu File then Print.

I am a professional and need to modify the report you generate. Can I do this and if so how?
You may save the report as a document from the menu by selecting File and then SaveAs. Then you may edit the document as you like using MSWord.

Skill Builder Intervention-

How do I setup my speakers?
It is essential that you have a working set of speakers or headset when performing Skill Builder Exercises because the student needs to be able to listen to correct pronunciations for the words. The software has a Speaker Setup Wizard that will lead you through the process of selecting, connecting and testing the speakers.

I am a teacher in a classroom and it is very distracting to have the word pronunciations play through the speakers. Can I use a headset?
Yes you may use a headset instead of speakers with the Skill Builder Exercises because only the student needs to hear the word pronunciations.

These exercises do not require use of a microphone. Is that correct?
No microphone is required for the Skill Builder Exercises.

When the word list first appear what is my child supposed to do?
You child gets three distinct passes at each page of words. The first is a 'Preview'' where your child is encouraged to carefully look at each word and click on any word to listen to the correct pronunciation. This is untimed and you child may take as much time as needed. The second is the 'Timed Practice'' where your child will read the list of words as rapidly as he/she can. The third is the 'Review'' where you and your child review the mistakes made and listen to those items again.

When I purchased the 3rd Grade Words I was supposed to get 480 words. All I see are 4 pages of 40 words each for a total of 160 words. Where are the missing words?
There are 3 sets of 160 words each for a total of 480 words. In the Select Practice Session Details screen use the up/down arrows to select which of the three sets to use.

How do I select the level of difficulty at which to start my child?
This is a very important question because we want the child to have a successful experience from the start. It is much better to start a child with materials that are too easy than too hard. The general rule of thumb is 1 to 2 grades below the child''s actual grade depending on how much he/she is struggling. If you purchase items that turn out to be too easy, please contact us and we will make an adjustment.

I am confused about how to score when my child makes a mistake and sometimes the program scores the wrong word with the error. How do I score correctly?
First, only incorrect responses are scored as responses are assumed to be correct. You flag an item as incorrect by waiting until the highlighted item has advanced to the next item and then you right-click with the mouse. You do not right-click the word. The right- click indicates that an error was made on the previous item. You will not see or hear anything, however the program 'knows'' that the mistake was made and it will be so indicated during 'Review''.

My child has progressed so that she is proficient on both time needed and accuracy but the report tells me that she should continue with the same materials. Why?
The program will wait until the child has stopped improving in accuracy and time needed before prompting to move on to the next set. Some children get a kick out of seeing just how fast and accurate they can get. However you may want to move on to the next set. Use your best judgment in this situation.

My child cannot quite reach 'proficiency' with the materials is it alright to advance?
It is definitely alright to decide to advance in this situation. All children are different and it may be that your child is doing the best he/she can with the materials at hand.

Is it alright to reward my child for practicing?
It is a good idea to have a reward system for your child. However there is a right way and a wrong way to reward your child. You want to reward improved performance not just being present and going through the motions. The program clearly show whether progress has been made.

I have been using the program with my child for some time and I find the screens announcing Preview, Timed Practice and Review annoying. Is there a way to skip these?
The presence of these announcements is useful while you are getting familiar with the program but they do elongate the practice session slightly. You may dismiss them by un-checking the box labeled Announce Preview/Practice/Review in the Select Practice Session Details screen.


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