Software Frequently Asked Questions

Questions:

Note: Filename examples used in this FAQ reference TouchMath Tutor Kindergarten, however, the same processes apply to the First and Second Grade titles as well.

Install Problems.
Note that installing applications often requires administrative credentials. You may need IT/Admin staff to help you.

Licensing. How can I use the software in my school, home, or institution?

Uninstall. Note that uninstalling applications often requires administrative credentials. You may need IT/Admin staff to help you.

Game Play Issues. Note that most of the game play issues can be resolved by referencing the Teacher Guide that came bundled with the software.


Answers:

Install Problems *Note that installing applications often requires administrative credentials. You may need IT/Admin staff to help you.

"Nothing happens when I put in the disc?"

Windows:

When you inserted the CD ROM into the computer did the Installer auto-start? The installer should automatically start once you insert the CD ROM. You should notice the CD ROM drive spinning and the computer starting the installer. If this fails, the user should …

Mac:

The Mac does NOT auto-start and requires users to launch the installer themselves.


Minimum Computer & Operating Specifications:

Windows® Minimum System Requirements:

Mac Minimum System Requirements:


Does the software work on Apple's iPhone or iPad?

Does the software work with a Touch Screen?

Does the software work with a "switch" (single button input for physically impaired users)

Will TM Tutor software run on Xtenda (Extenda), Ncomputing?

The 'Xtenda' (Extenda) set-up / configuration are very similar to a client / server configuration - and, unfortunately, our software wasn't intended for networked configuration. Not recommended. It is likely correct that it would work to a certain degree but performance would be sluggish. The audio performance would be the big question; it would likely sputter and lag a bit - but how severely is unknown. The audio files on the CD are sized for desktop playback and not streaming.

This product allows users to create a 'server' out of one desktop computer. While this is attractive for schools as it saves money on computer hardware, it is not the optimal setup for gaming. The problem is that most desktop computers were never set-up for sharing memory, resources or processor time; particularly when one considers that schools prefer low-end, low-preforming computers. Servers are especially built with shared resources in mind. Low-end desktop machines are not.


Adobe AIR install failed

TouchMath Kindergarten requires the installation and presence of Adobe AIR 3.7 to run properly. Without AIR, TouchMath Kindergarten will not run or install. AIR should install automatically (installing itself first and then the TouchMath Kindergarten application). Adobe AIR is free and safe to use/install.

AIR Installation failure can be reported as "The application could not be installed. Try installing it again. If the problem persists, contact the application author. Error #0." (See the similarly named section for further information).


Where is the application? (How do I find my application?)

The install should have created shortcuts to the application on the user's desktop. This icon appears as a blue ring with Uno Bear inside. The desktop icon doesn't always appear on the Mac but usually works on Windows.

If the shortcut is missing, have the user check the default installation path. NOTE: the user may have changed the default installation path during installation. The default paths are provided below:

  • Windows: C:\Program Files\TouchMath Tutor\Kindergarten\Kit 1\TouchMath Tutor Kindergarten Kit 1\ TouchMath_Tutor_Kindergarten_Kit_1.exe (or Kit 2.exe)
  • Mac: \\Applications\TouchMath Tutor\Kindergarten\Kit 1\TouchMath Tutor Kindergarten Kit 1 (or Kit 2)
  • If the user is unable to locate the TouchMath Kindergarten application, please refer to Application install failed and/or Manual Install.

Application install failed
  • If Adobe AIR installed correctly but failed to install TouchMath Kindergarten, the user must manually install the application. See Manual Install.
  • Application failure can be reported as "The application could not be installed because the AIR file is damaged." (See the similarly named section for further information).

Manual Install
  1. Insert the CD-ROM into the CD-ROM drive.
  2. When the disc appears on the desktop, double-click the disc icon.
  3. Double-click the "Manual Install" folder.
  4. Select your operating system (Mac or Windows)
  5. Double-click the "Adobe AIR Installer" file in the "1 Install AIR" and follow the on-screen instructions.
  6. Wait for the "AIR Runtime Installer" to complete before proceeding to the next step.
  7. Double-click the "TouchMath Tutor Kindergarten Kit 1.air" file in the "2 Install TouchMath" folder and follow the on-screen instructions.
  8. The software will auto-start once installed.

Screen went black after the introductory video

Some Windows XP customers may experience this issue. We discovered it late in the testing cycle and while it was fixed/remedied it's important to note here. No other operating systems appear to be effected.

Users who still have the black screen stuck on their computer:

  • Users should click ctrl-alt-delete keys at the same time.
  • Click on the Applications tab if not already present.
  • Select TouchMath Kindergarten in the list of applications and
  • Click "End Task."
  • The application will quit.

The bug/issue appears only after first launch and doesn't appear to happen after subsequent starts.

This problem has also been noted with Windows 7 users, where their system is under-powered. The above steps will not resolve the issues for this operating system and these users should try installing the software on an updated Windows system.


"The application could not be installed. Try installing it again. If the problem persists, contact the application author. Error #0"

This error can be created by two different or separate problems:

Permissions issues. This is the most common problem when Error #0 is reported. Ensure the installing user has sufficient privileges to install the application. If you have any doubt about your account privileges, contact your IT administrator.

Bad Adobe AIR installation. Another problem that can also be associated with "Error #0" is a bad Adobe AIR installation. This often means there was a previous version of Adobe AIR that was never successfully uninstalled. The remedy is to uninstall Adobe AIR:

  1. Remove AIR from the computer using the add/remove programs in the control panel
  2. Windows: Clean up the machine registry using a third-party application. You may consider "Microsoft Cleanup Application" (http://download.microsoft.com/download/e/9/d/e9d80355-7ab4-45b8-80e8-983a48d5e1bd/msicuu2.exe)
  3. Once installed and started, look for "Adobe Integrated Runtime" in the list of installed applications. Click remove.
  4. Restart machine
  5. You can also download a different AIR installer from http://get.adobe.com/air/

"The application could not be installed because the AIR file is damaged."

This error can be created by three different or separate problems:

  • Target computer is below minimum hardware or software specifications: The supported operating systems are Windows 2000+ and Mac OS 10.4+. See the "Minimum Computer & Operating Specifications" section for more information.
  • Uninstall both Adobe AIR and Application, restart machine, and install again. See Uninstall section
  • Windows-based customer may try:
  1. Right click the TouchMath Tutor Kindergarten Kit 1.air installer file (.air file) and select "Open With"
  2. Browse through: Program Files/Common Files/Adobe Air/Versions/1.0/
  3. Select "Adobe AIR Application Installer"
  4. TouchMath Tutor Kindergarten Kit 1.air installer file (.air file) can be found in "Manual Install" directory on the CD ROM. See the Manual Install section.

Error Message: "Error, application installer file damaged"

When installing TouchMath Tutor on Windows 7 and Windows 8 systems, users may get an error message: "Error, application installer file damaged".

This error could be caused by a couple of things ... date / time not correct on local computer and/or a version conflict with a previously installed version of AIR. Please try the steps outlined below to help resolve the issue.

  • Uninstall the TM application and adobe AIR (not Adobe Acrobat)
  • Verify the time / date on the computer is correct and current
  • Install Adobe AIR from http://get.adobe.com/air
  • Then load the Application from the manual install folders.
    • Insert Disk 1 into the computer and once the box asks if you want to install the software, click CANCEL
    • Navigate to My Computer and to the DVD drive
    • Click on Manual Install
    • Click on Windows
    • Click on 2 Install TouchMath
    • Double click on touchmath_tutor.air


Licensing. How can I use the software in my school, home, or institution?

Can I install the software on multiple computers or server-based installs?
  • Each individual installation requires ownership of one Kit/CD ROM. ILC does not allow server-based or multiple installs from a single license. This is violation of the license agreement.

Is the software available in a site, lab, or group license?
  • Yes. TouchMath Tutor Software can be purchased independently in a Two-CD Set; as a discounted Lab Pack for more widespread use (includes Six Two-CD Sets); and as a 25-set site license, each level providing more savings.


Uninstall. Note that uninstalling applications often requires administrative credentials. You may need IT/Admin staff to help you.

Windows
  1. Control Panel
  2. Add/Remove Programs
  3. Scroll to "TouchMath Tutor Kindergarten Kit 1"
  4. Click "Remove"
  1. Control Panel
  2. Add/Remove Programs
  3. Scroll to "Adobe AIR"
  4. Click "Remove"
  5. Note: Uninstaller will warn user of any dependent applications (e.g. if TouchMath Kindergarten is still installed)

Mac
  1. Insert install CD ROM
  2. Double-click "TouchMath Tutor Kindergarten Kit 1" icon
  3. Click "More Options" text/link (below "Cancel" button)
  4. Click "Uninstall" button
  1. Open Terminal.app and type the command: "sudo /Applications/Utilities/Adobe\ AIR\Installer.app/Contents/MacOS/Adobe\ AIR\ Installer –uninstall"
  2. User will be prompted to enter administrative password.


Game Play Issues. Note that most of the game play issues can be resolved by referencing the Teacher Guide that came bundled with the software.

Can't see/get to the Teacher Options

Users must select a name of a player and click on the teacher options button (apple icon in the upper left-hand corner of the screen). If the user does not first select a name, the application will not advance to the teacher options.

  • User must be on the Login screen (appear after introductory video).
  • User should select a name from the list previous players. The highlighted name will appear in orange text. Newly created players are not eligible.
  • Then select the Teacher Options button (apple icon).
  • The user should see the name of the player in the upper left-hand corner of the Teacher Options screen.

Why are some locations/icons unavailable on the map (main menu)?

TouchMath Kindergarten has two different play modes: 1) Play Topics in Order and 2) Play Topics out of Order. This setting is controlled by a checkmark at the bottom of the Teacher Options screen.

  • Play Topics in Order. (Default Mode). The user must play the topics/icons in sequence. The student can only proceed to the next topic/icon by mastering the current or available topic/icon. Once the initial activity is mastered, the next topic/icon in the sequence unlocks and the user may select it for play. The user may continue to go back and play any previously mastered topic/icon.
  • Play Topics Out of Order. The user may play any of the three topics/icons. The student does NOT have to master or complete the current topic to proceed to the next topic/icon. All topics/icons are available for play.

Why isn't the game saving/returning the user's previous activity?
  • The game only returns players to their previous positions in "Play Topics in Order" mode (see Why are some locations/icons unavailable on the map). To have the game remember a user's previous activity, the game must be set to "Play Topics in Order" (box checked in the Teacher Options screen). When in "Play Topics Out of Order" mode, the game ignores any previous activity placement and plays strictly by the activity lock icon status (as set in the Teacher Options screen)

The game locked-up after I clicked the "Show-Me" or Help Icon (UnoBear)
  • The game may appear to freeze or become unresponsive after the user clicks on the Show Me or Help icon (UnoBear). The game temporarily locks out the activity while the help is playing. Once the help has completed, the interactivity will return. The top navigation buttons (main menu, repeat, show me, quit) are ALWAYS active and available to this user.

Occasionally, the user may hear double audio when quickly returning to the main menu from an activity. This sounds like two UnoBears talking at once.
  • User may occasionally hear double audio: sounds like UnoBear talking over himself. While this is a nuisance, it doesn't harm game play and will play itself out. If the double audio is persistent and continues, quit the game and start again. This is being corrected for future releases/revisions.

Difficulty with Drag and Drop Activities
  • TouchMath Tutor Kindergarten is NOT recommended for play with a laptop track pad. Users playing with a laptop track pad may experience difficulties with many of the "drag-and-drop" activities.