FAQ FAQ61:  The program freezes

Created:  8/24/04
Last Updated:  12/6/04

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Applies to the following:

QUESTION:
Why does the program freeze?

SYMPTOMS:

• The student program freezes.
• The Classroom Management System (CMS) freezes.

ANSWER:

1. If the student program and/or the CMS freeze intermittently (e.g., happens to different users at different times, does not happen every time for any one user), then there is probably a network communication issue. This is usually the issue if the program is running fine and then freezes as more users logon to the program. This has been known to occur in schools with a wireless network. Upgrading the network will usually fix this issue.
2. Occassionally, a student's data file is corrupt. When this happens, the student program freezes every time that student uses the program and/or the CMS freezes every time a teacher views or changes information for that student.
   
   Student data files can become corrupt for a number of reasons. For example, a communication error between a client computer and the server could cause a student's file to become corrupt. Files can also be corrupted if a teacher makes changes in the CMS while students are logged in to the student program.
   
   To find out if a corrupt student data file is causing the program or CMS to freeze, create a new student user for the student who is experiencing the freezing issue. Assign the same curriculum, update progress as necessary, and make sure all settings are the same as they were before. Have the student login with the new user under the same circumstances (same time of day, same computer, etc.) and see if he/she is able to use the program without freezing. If the program does not freeze with the new user, then there is probably something wrong with the student's old data file. Delete the old user and have the student continue with the new user.
   
   If corrupt student data files seem to be the cause of the issue but you do not want to lose student progress, ask your tech support personnel to zip up the student data folder and email the zipped folder to tech_support@larsonlearning.com with an explanation of the issue. It may be possible to restore the student file. The student data is stored on the server in a folder called "index" where "x" is the appropriate product abbreviation. For example, "LEMindex" is the folder that contains student data for Larson's Elementary Math. The abbreviations for the other products are given below.
   
   

   A1R - Larson's Algebra 1 with Review

   LEM - Larson's Elementary Math

   EAA - Larson's Excel @ Algebra

   LIM - Larson's Intermediate Math

   MAT - Larson's Matemáticas Saltarinas

   MSM - Larson's Middle School Math

   LMS - Larson's Prealgebra and Larson's Algebra 1