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Ignite! Learning: Troubleshooting

Anti-Virus Compatibility

If you see the following error, there may be an issue with your anti-virus software. You can read more about the fixes for this here.

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Windows Operating Systems

Error: The Torch starts but shows an error immediately upon startup and shuts down after displaying the error.

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Background: The Ignite! Torch employs a software based check to verify that each Torch we ship is running on an approved Ignite! USB device. This error indicates that this check is failing and returning a false result when it should be allowing the Torch to function normally.

The check is performed by a sub-program stored on the Torch called USBVerifier.exe. The USBVerifier sub-program is located in a hidden folder on the Torch called 'ignite'.

Reasons the USBVerifier check might fail:

  1. The computer where the Torch is being run does not have the correct version of the Microsoft .NET framework installed.
  2. The Torch was not properly configured before it was shipped.
  3. The files on the Torch have been re-arranged to an improper configuration since it was shipped.

Section 1: How to tell if the computer where the Torch is being run does not have the correct version of the Microsoft .NET framework installed:

The Torch requires Microsoft .NET framework 3.5 or a more recent version to be installed on the workstation where the Torch is being run.

  1. Check if the computer is running Windows XP. Both Windows Vista and Windows 7 are shipped with .NET already installed, so, an improper .NET version will only be a problem on Windows XP. If the computer is running Windows Vista or Windows 7, please check for the other 2 known causes of this issue.
  2. Check which version(s) of the .NET frameworks are installed:
    1. Click on the Windows 'Start' Menu.
      start_button.png
    2. Select the 'Control Panels' option.
      start_menu.png
    3. Select 'Add and Remove Programs'
      control_panel.png
    4. Scroll down the list of installed programs and verify that Microsoft .NET framework 3.5 is installed.
      installed_programs.png

If Microsoft .NET framework 3.5 is not installed, you can download and install the software from Microsoft.

NOTE: Microsoft changed the structure of the .NET framework starting with version 4. Not all version 4 Microsoft .NET framework installers will correct this problem on the Torch. If the user installs version 4 of the framework, they need to be sure that they are using the "Full" or "Complete" framework installer.

Ignite! has a version of the Microsoft download that we've tested in-house and has been verified to correct this problem with the Torch, so, if a customer is uncertain about which version of .NET to install, this link should help them.

Section 2: How to tell if the Torch was not configured correctly when it was shipped.

You can download a program that will search your Torch for the appropriate tag files and proper pre-shipment configuration. Download and unzip the file from the link below.
Check Configuration (.zip file)

To use the program download it, unzip it, plug in your Torch and then launch the checker program. If the check succeeds you will see a this message and a final confirmation screen.

Torch_Setup_1.png

If the check fails because the checker could find a local disk drive that has a standard Torch configuration the checker shows this message and halts. If you see this message, look at Section 3 below.

Torch_Setup_2.png

If the check fails because the checker could not find the USBVerifier.exe program on the Torch the checker shows this message and halts. If you see this message, look at Section 3 below.

Torch_Setup_3.png

If the check fails because the checker could not find the proper tag files on the Torch the checker shows this message and halts. If you see this message, the Torch needs to be tagged. Tagging a Torch requires the assistance of an authorized Ignite! Employee. Contact your account representative or Ignite! Support for further assistance with this problem.

Torch_Setup_4.png

Section 3: How to tell if the files on the Torch have been re-arranged to an improper configuration since it was shipped.

Sometimes files might be inadvertently moved or deleted on the Torch by either the user or a third party software service that the user may or may not be aware of.

Here are some things to look for to see if this has happened to your Torch:

  1. Does autorun work? Autorun is a Windows feature that shows a dialog box when the Torch is first plugged into a USB port. If autorun dialog is not displaying the Torch icon, or, if it's not coming up at all, this is sign that the Torch may have been put into an invalid file configuration. Typical Autorun/AutoPlay Dialog on Windows 7.
    invalid_file_system_autoplay.png

  2. What do you see when you open the Torch drive? Typically the user only sees 4 items when they open a window and view the contents of the Torch disk drive:
    1. The 'Torch for Macintosh.app' application package for MacOS
    2. The torch.exe startup program for Windows
    3. The Torch_ReadMe_PC.pdf quick start guide for Windows.
    4. The Torch_ReadMe_Mac.pdf quick start guide for Macintosh.
    Ign_Drive.png

    If you see other files on your Torch, or, if you do not see these files, then your Torch may have an invalid file system configuration.

  3. Can you view the hidden ignite folder? Most of the files on the Torch are secured in a hidden folder to help prevent accidental deletion or movement. You view the contents of this hidden folder by typing "ignite" into the location text field at the top of the Torch drive window and press 'Enter'.

    Ign_Drive_type_ignite.png

    You should see a large collection of .dll files, executable files, a folder named '1', and a folder named 'saved_lessons'.

    content_ignite_folder.png

    If you don't see contents sort of like this, or, you get a folder not found error, then there is a problem with the file system configuration on the Torch.

    An example of a Torch with an invalid file system was returned to our offices in mid-November, 2011.

    It's AutoRun dialog looked like this:

    invalid_file_system_autoplay.png

    When opened the files on the drive looked like this:

    invalid_file_system_content.png

    In this case, it turned out that the Torch files had been moved inside the folder name "RemovableDisk". This movement of the Torch files caused the USBVerifier to fail. When the Torch files were restored to their original location, the Torch functioned normally.

Macintosh Operating Systems

Currently the Ignite! Torch USB is only compatible with Windows operating systems.

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