Troubleshooting Imagine Learning issues Issue 1. Missing Method Exception Error 1a. Missing Method Exception Error 2. Browser Freezes before 100% 3. Browser Does Not Load Imagine Learning 4. Multiple Browsers Installed Imagine Learning Will Not Load 5. Multiple Browsers Installed Imagine Learning Will Not Load 6. Uninstall Silverlight 7. Allow Silverlight Microphone Preferences

Fix Clear Cache Mac Clear Cache PC Run Browser in Unsafe Mode Update Silverlight Update Silverlight on all Browsers

Deselect Default Browser Settings

Uninstall Silverlight Plugin Microsoft Silverlight Preferences

Workstation Troubleshooting V13 Browser cache issue : MissingMethodException error Error: “MissingMethodException” error appears during some activities and prevents students from playing the rest of the activity. To work around this issue for in-browser mode: (No Address bar visible) 1. Clear your browser cache. (If you have questions about how to clear the cache, contact Support and / or see info below.) 2. Restart the student session. To work around this issue for Fullscreen mode: 1. Exit the program and restart the student session. 2. If the error persists, uninstall Imagine Learning from your workstation and then reinstall it. (For installation instructions, see the IL Client Setup Guide.)

Here are instructions to clear the cache:

Windows Internet Explorer 10, 9 and 8 1. Click Tools from the Tool Bar menu, and select Delete Browsing History... . 2. Deselect Preserve Favorites website data, and select Temporary Internet files, Cookies, and History. 3. Click Delete. Internet Explorer 7 1. From the Tools menu in the upper right, select Delete Browsing History... . 2. To delete your cache, click Delete files... . To delete your cookies, click Delete cookies... . To delete your history, click Delete history... . 3. Click Close, and then click OK to exit. Firefox 3.5 and above for Windows 1. From the Tools menu, select Clear Recent History... . Alternatively, in Firefox 4 and above, you can also click the orange Firefox button, and then select Clear Recent History from the History menu. 2. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything. 3. Click the down arrow next to "Details" to choose what history elements to clear (e.g., check Cookies to clear cookies). Click Clear Now. Firefox 3 for Windows 1. From the Tools menu, select Clear Recent History... , and then select the items you want to delete (e.g., Browsing & Download History, Cache, Cookies). 2. Click Clear Recent History... .

Chrome 1. In the browser bar, enter: chrome://settings/clearBrowserData 2. Select the items you want to clear (e.g., Clear browsing history, Clear download history, Empty the cache, Delete cookies and other site and plug-in data). From the Obliterate the following items from: drop-down menu, you can choose the period of time for which you want to clear cached information. To clear your entire cache, select the beginning of time. 3. Click Clear browsing data.

Mac Safari 1. From the Safari menu, select Reset Safari... . 2. From the menu, select the items you want to reset, and then click Reset. As of Safari 5.1, Remove all website data covers both cookies and cache. Firefox 3.5 and above for Mac OS X 1. From the Tools menu, select Clear Recent History. 2. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything. 3. Click the down arrow next to "Details" to choose which elements to clear. Click Clear Now. Firefox 3 for Mac OS X 1. In Firefox, from the Tools menu, select Clear Recent History. 2. Select the elements you want to clear (e.g., Browsing & Download History, Cache, Cookies), and then click Clear Private Data Now.

Safari 6.1 and Silverlight Issue that causes the program to freeze during the loading screen when using the Safari 6.1 browser. The steps to fix this are: 1. Open Safari and access 'Preferences' 2. Under the security tab, select 'Manage Website Settings' 3. Select Silverlight, select the 'When visiting other websites' and ensure that is set to 'run in unsafe mode' Update Silverlight Click the link below to verify/update to the latest version of Silverlight

http://www.microsoft.com/getsilverlight/get-started/install/default.aspx

How to set Safari 6.x Silverlight Plugin to Unsafe Mode. Apple Computer

Launch Safari and go to your Imagine Learning link. Examples: Ile.dpsk12.org 10.0.0.40 Select the Safari file menu and click Preferences

Select the Security icon Click the Manage Website Settings button next to Internet Plug-ins

Select Silverlight from the Plug-in pane on the left of the screen and click the Imagine Learning selection under Currently Open Websites

Click the dropdown and select Run in Unsafe Mode

Click the Trust Button

Silverlight will be set to run in unsafe mode for Imagine Learning

Additionally you may need to allow applications download from Anywhere. Click the Apple menu and select System Preferences Click the Security & Privacy icon

Click General Under Allow applications download: Click Anywhere

Close all browsers (File >Quit Safari) & Launch Imagine Learning via the Imagine Learning icon to verify the fix

Set Browser to No Default Issue: Multiple Browsers installed on a computer and ONLY the default Browser receives updates causing Imagine Learning to not run in all installed browsers. Fix: Update all browsers add ins (Silverlight 5) Run Imagine Learning in a specific browser.

How to: Select/Set Default Browser Setting to Safari on Mac

Issue: Firefox does not load Imagine Learning following Silverlight Update

Launch Firefox to insure the Firefox Preferences are NOT set as the default browser.