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Installation FAQ/Support

This section is split into a general questions area (across all products) and also product-specific sections. Please click on the appropriate section to see the answer to the question.


General Questions:

Updated Installer – Why aren’t the videos showing up when I click on the button?

Why won’t the product install?

My anti-virus program thinks your curriculum is a virus, what should I do?

Robotics Engineering: Vol 1 (Home School Edition):

I experienced an error during activation, what should I do?

• Network Installation


General Questions


Updated Installer – Why aren’t the videos showing up when I click on the button?

We have updated installers to fix this issue. For those who have bought the software after January 1, 2013, you are eligible for a free upgrade. If you bought it prior to January 1, 2013, then you are eligible for a discounted upgrade (Click here to purchase the upgrade from Robomatter).

To receive the updated installers, please email customerservice@robomatter.com with the following information:

1. Name used to order
2. Email address used to order
3. Order Number (If you ordered from LEGO Education, please let us know!)
4. (Optional) You can also fax your receipt to 412-963-7317.

The more information you provide us, the faster we will be able to get the updated installer to you!

If you have already received this updated installer and are using Mac OSX 10.7-10.10 and Safari, please use the following instructions to fix your issue [PDF]

Why aren’t the videos showing up when I click on the button?

During installation of a Robotics Academy curriculum software, there’s is a “safe file” that gets executed. If for any reason there is an issue with running this safe file (for example, you don’t have enough privelages as a user to install) then this will not be installed. The safe file allows Flash to run code that tells your computer that it is “safe” to run specific commands (like opening another browser window for a pop-up video).

If there is a problem with the safe file installation, the videos will not show up.

Manual fix for Mac OSX running an older version of Flash Player

The following table links to instructions that may fix the issue on your mac:

1. If you are using Safari or Firefox, click here.
2. If you are using Chrome, click here.

Manual fix for Windows machines running older version of Flash Player

These instructions may fix your issue if you are running an older version of Flash Player for Internet explorer or Firefox Browsers. For Chrome, try the following instructions.


Why won’t the product install?

This is a very broad question so there will be a few suggestions to resolve this issue.

1. You could have insufficient privileges with your login on your computer. Make sure you get administrative privileges, or ask someone who does to install the software.

2. You may have a bad or corrupt CD or DVD. Please contact customerservice@robomatter.com for a replacement.

3. If none of these steps work, please contact customerservice@robomatter.com for help.


My anti-virus program thinks your curriculum is a virus, what should I do?

Our products are fully tested and guaranteed to be 100% virus and spyware/malware free – Some less popular anti-virus software packages may detect the mixture of Web and Flash content as a virus, but these reports are false positives and should be reported to the manufacture of your Virus software as such.


Robotics Engineering: Vol I (Home School Edition)


I experienced an error during activation, what should I do?

If you receive an error during activation, then it could be for one of several reasons. Here is a listing below of the error codes and their meanings. Please click on the error you are receiving and see how to resolve the issue:

Error 2 – Could Not Communicate With License Server

Cause: The computer you are using is not connected to the internet (or is having internet connectivity issues).
Solution: Could not communicate with the computer you are trying to activate, or go on a computer that does have the internet and go to this URL: http://secure.softwarekey.com/SOLO/unlock/

1. Type in your License ID and Password
2. Use the two codes to produce one Activation code
3. Type in the Activation code on the computer you are trying to activate.

Error 7 – No Activations Left for this License

Cause: The License ID you are trying to activate with has been activated on too many computers.
Solution: Contact customer support at customerservice@robomatter.com.

Error 13 – Firewall or Trouble Communicating with License Server

Cause: The License password is invalid or could not communicate with the server.
Solution: Check the License ID and Password to make sure it was typed in correctly. Connect to the internet on the computer you are trying to activate, or go on a computer that does have the internet and go to this URL: http://secure.softwarekey.com/SOLO/unlock/

1. Type in your License ID and Password
2. Use the two codes to produce one Activation code
3. Type in the Activation code on the computer you are trying to activate.

Error 69 – Invalid Registration Code

Cause: Invalid “Web Activation” or “Manual Activation” registration code.
Solution: Check the activation code to make sure it was typed in correctly. Make sure that you have the right code by going to a computer that does have the internet and go to this URL: http://secure.softwarekey.com/SOLO/unlock/

1. Type in your License ID and Password
2. Use the two codes to produce one Activation code
3. Type in the Activation code on the computer you are trying to activate.

Error 100 – Invalid License ID or Password

Cause: Invalid License ID or Password.
Solution: Check your License ID and Password and make sure you typed it in correctly.


Network Installation

1. Copy over the files to the computer and create shortcuts to the “index.htm” file.
2. Creates the Flash Safe File.

You’ll need to ensure that you have flash already installed on the machine to make the installer be the most effective.

For a server distribution, you can install the product on any workstation/server and then move the installed files to your network location that is shared. Flash player is very particular that it does not accept UNC addresses for “safe” locations – on the workstation itself you will have to make sure that the shared folder is mounted to a drive letter to allow the safe file to take effect.

On the individual workstations, you will have to specific the “safe” locations for flash to be allowed to load local content. You can do this by running the “fix safe file.bat” script that lives inside of the product’s folder (note you’ll have to run as administrator as it creates a text file in your system directories) or you can manually create/drop this file using this process:

1. Open the following folder for individual user level control:

C:\Documents and Settings\[YourUser]\Application Data\Macromedia\Flash Player\#Security\FlashPlayerTrust

OR for “system wide” level control use the following directory:

C:\WINDOWS\system32\Macromed\Flash

2. Create a text file with a .cfg extension (example: REVol1.cfg)

3. Open the text/cfg file and add a sequence of folder where you want the Flash Player to be able to load local files

C:/dev (this is an example)

F:/videos/etc/etc (example – the idea is the folder path to your shared folder location)

Big Note: These folders may not exist if the latest flash player is not installed – you can manually create these folders in this case – especially for the “system wide” control)


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