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KidSmart

Technical Support

Steps to Access Technical Support

A one page flowchart that will help KidSmart partners access timely support for technical issues. Technical Support Chart If you are having difficulty with your early learning software, Riverdeep provides written responses to frequently occurring issues. Riverdeep Technical Support

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Known Problem:

The computer arrives with the monitor already attached to the tilt swivel base. When assembled this way it is too high to fit correctly into the furniture.

Solution:

This issue is address in the set up manual, Step 29 as follows:

"Unpack the monitor. Do not assemble the tilt swivel base provided with your monitor.  If tilt swivel base is already assembled to your monitor, you will need to remove it before continuing. Position flat screen monitor on top of cabinet in front of monitor bracket."

For detailed instructions to remove the base from the monitor please check this disassembly guide.

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Known Problem:

2008 Defective Membrane Keyboard (for 2008 KidSmart Young Explorer Recipients)

Solution:

Last year there was a change in the manufacturing process of the membrane keyboard for the Young Explorer which may have resulted in a malfunction of the keyboard. Of over 2,000 keyboards distributed worldwide only four keyboards failed due to this change. IBM Legal and Chester Creek (the manufacturer of the membrane keyboard) determined a letter should be mailed to all of the 2008 recipients of this membrane keyboard notifying them if they had an issue with their keyboard, Chester Creek would repair/replace the keyboard for a one year period at no expense. Chester Creek will start mailing this letter next week to the 2008 YE recipients to the addresses you provided earlier this year. Letter

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Known Problem:

KidDesk Standard Keyboard does not function properly.

Solution:

Within the one year warrantee period contact Jack Kosmach at Chester Creek for replacements at 218-722-1837 or LTMKB@ChesterCreek.com.

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Known Problem:

Need to reinstall operating system software of Young Explorer computer. This is not the same as reinstalling the educational software programs that came preinstalled on the computers. The system software is the software that runs the computer.

Solution:

Call 1-800-IBM-SERV an indicate that you are a KidSmart participant and that your Young Explorer computer is still under warranty and you need a system reinstall CD. There is a fee to receive the system recovery CD.

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Known Problem:

Computer Locks Up While Using Program
When attempting to run an Edmark program such as Thinkin Things on your system, the computer locks up and must be restarted. An incompatibility with the WaveSynth component of the Creative Labs AWE32 sound card can cause this issue. Disabling the WaveSynth component should allow the program to function properly.

Solution:

Disable the WaveSynth in the Creative Labs AWE32

To disable WaveSynth in the Creative Labs AWE32, follow the steps listed below.

NOTE: The WaveSynth component must be re-enabled to run programs that are enhanced by the component.

1. Double-click the My Computer icon.
2. Double-click the Control Panel icon.
3. Double-click the System icon and click the Device Manager tab.
4. Click the plus [+] sign next to Sound, Video and Game Controllers. Listed here are the several different sound devices installed on the computer.
5. Double-click the Creative WaveSynth or WaveSynthG device. The properties of the selected device will display.
6. Place a check in the box next to Disable this device and click OK.
7. Restart the computer to complete the process.
8. After the computer restarts, launch and use the program. The issue should be resolved.

NOTE: Remember to enable the WaveSynth component after using the Edmark® program to run other programs that are enhanced by the component.

Technical Note ID: 27575
(Write down the Technical Note ID number for future reference. The ID number may be entered in the Search field on the Welcome page to immediately access this technical note in the future.)

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Known Problem:

Kids use right click and get into options which is distracting.

Solution:

Disable Right click on the mouse

We found one other possible thing for you to try disable the right mouse button. We have not tried it ourselves but thought we would pass along to you. I am not sure how to disable the right click on the Lenovo mouse specifically, but I do know in general how to disable it on all mice used on a Windows XP environment. You would need to go into the Registry Editor.

1. Go to Start and select ‘Run...’
2. Type “regedit” into the textbox and hit “OK.” This command will open the “Registry Editor” window.
3. Go to the following folder: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer
4. Open the ”Edit” menu and choose “New” then “DWORD Value.” A new file will appear on the right side of your screen with the file name highlighted.
5. Type in “NoViewContextMenu” for the new file name.
6. Double click to open and type in “1” into the Value data box. Hit the “OK” button.
7. Close the Registry Editor by selecting “Exit” from the “File” menu.
8. Restart your computer for the change to go into effect.

This should disable your right-click feature.

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Known Problem:

Monitor/Computer keeps shutting off

Solution:

This is caused by the computer monitor being too close to the furniture casing. Loosen the furniture so that the monitor does not press up against the plexi glass. You can also place a cardboard spacer between the monitor and the plexi glass.

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Known Problem:

The computer freezes

Solution:

If the computer freezes in the same program please report this issue. To get around a frozen screen simultaneously press ‘control + alt + delete’. Hold until you are given a screen called the task manager. Here you can quit the program that is frozen without having to restart the computer.

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Known Problem:

Computer asks user for a password. (A password was never activated or input by the user)

Solution:

1. Leave the password field empty and hit the enter/return key. Sometimes the system will set this as a default password.

2. The problem might be with the BIOS battery on the motherboard. For some reason often an electrical problem or static discharges causes the motherboard to reset BIOS (the setup program used in PCs) to its default values and cause the default BIOS password to be set. Here is a list of default BIOS passwords used with different BIOS – try these first.

• AMI
• Award
• bios
• setup
• cmos
• concat
• AMI SW (case sensitive)
• AMI!SW/
• AMI?SW/
• j262

If these don’t work…well then it gets tricky… http://www.dewassoc.com/support/bios/bios_password.htm - this website gives you two options both include messing with the motherboard and either using the “motherboard jumpers” or removing the BIOS battery for 30 minutes. The website goes into detail about how to do this. Hopefully the default passwords listed solve the issue.

Call IBM tech support at 1-800-IBM-SERV. You may have to reinstall the computer operating system software. You will need a recovery CD. Recovery CDs were not sent with the computers. There is a fee to get the recovery CD.