User Support: Mad Props!

Recently, customer Celeste Capone, a network technician supporting a junior high school in Baldwinsville, NY, gave us some "mad props" (as the kids like to say) regarding her user support experience with ExploreLearning:

This did solve the problem! I have to admit, when I saw your message, I thought it was one of those cop-out responses that we often get from vendors, but it was an easy enough fix (especially since it didn't even require a re-boot), so I figured I'd humor you. I was wrong, and it worked like a charm! The teacher is thrilled, too. I told him he definitely got his money's worth for his subscription. I was also impressed at the speed of your reply, something else we don't see very often.

Thanks again for your assistance.

Thank you, Celeste, for choosing EL and giving us the chance to resolve the issue.

If you're wondering, here's the problem as stated:

One of our science teachers has set up an account to use your labs in his classes. We are having a problem with an error that appears when the students are logged onto the network and try to launch gizmos.

They receive an error that the Shockwave update is required. The systems are locked down, so students are not able to download or to install applications. However, if I log into the systems as an administrator, and run the update patch, I am able to launch the gizmos. But, when I log the students back in, they still receive the same error message. In addition, even before running the upgrade, the version number on the Shockwave executable file is 8.5.1.102. I have also granted the student users full access to the \winnt\system32\macromed folder, as suggested by Macromedia.

And this was the solution: Download the latest version of the Shockwave uninstaller, run it while you are logged in as an administrator, then re-install Shockwave and set the permissions as specified.