Tech Support: Error Messages | Distance Learning by Hard Drive

General | Checking System Requirements | Error Messages | Hard Drive Getting Started Guide pdf document

The following are messages that do not necessarily indicate a defect with the Distance Learning hard drive product. These messages are not necessarily likely, however, if one of these messages does appear, it usually points to one of 4 issues.

  • System requirements have not been met
  • Hard drive is not connected or powered on
  • Administrative permissions are not adequate if using a login
  • Either the computer or hard drive needs to be rebooted

Installation

USB

Viewer/Player

Installation

During the installation of the product I received the following error message in the window:

E1103:Drive not found.

This error message was displayed because the security program, during installation, could not find a hard drive with the volume name of HSAT## ( ## represents the distance learning grade being installed). This problem could happen if the user copied the setup file from the Distance Learning Hard Drive and ran it without the drive being attached to the computer. Make sure that you followed the steps in the user installation manual.

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During the installation of the product I received one of the following error messages in the window:

E1104:Unable to read data from the file. exiting...
E1105:Error decrypting the file
E1214:Error opening file “file name”
E1215:Error opening file “file name”
E1216:Error reading from file “file name”

This error message occurs when there is a problem reading the hard drive configuration file. Click on the HSAT## drive. The prov directory should appear within the window. Inside is the security file called prov.conf. To check the security file’s write permissions, right click on the file and select “properties,” then click the security tab. Select the username or group to which your user ID belongs. Make sure that the “Allow Write” box is checked and the “Deny Write” box is unchecked.

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USB

When I plug in the hard drive, it seems to power up without any problems, but the drive cannot be accessed from the computer. I also receive different failure messages when I try to access the drive.

Try rebooting the computer without any USB devices attached. Then plug in the USB drive, right click on My Computer, select manage, and then click “Disk Management.” If the drive is not present in the Disk Management window or if you are not able to access it, then the drive may have failed. Call customer support.

Caution: The cause of unpredictable behavior in a USB drive is often found to be the incorrect removal of a previously connected USB device. When removing USB devices right click on the “Safely Remove Hardware” icon in the menu bar tray. This is usually found in the bottom right hand corner of the monitor. Once you have clicked on the icon, a menu with a single selection should appear. Click again on that selection to see the “Safely Remove Hardware” window. Select the correct USB device and click the “Stop.” When you receive the message that it is safe to remove the device, unplug the USB device from the computer.

Another possible reason for USB malfunction is the presence of too many USB devices. We recommend plugging only one hard drive into the computer at one time.

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Viewer/Player

I received one of the following error messages in a pop-up window:

E1201:Unable to read data from the file.
E1210:Unable to read data from the configuration file.

These error messages were displayed because the viewer could not read from the configuration file. This may be because the file was deleted or the permissions on the file were changed. Click on the HSAT## drive. The prov directory should appear within the window. Inside is the security file called prov.conf. To check the security file’s write permissions, right click on the file and select “properties,” then click the security tab. Select the username or group to which your user ID belongs. Make sure that the “Allow Write” box is checked and the “Deny Write” box is unchecked.

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I received one of the following error messages in a pop-up window:

E1202:Error decrypting the security data.
E1211:Error decrypting the configuration file

These error messages were displayed because the viewer could not decrypt the security information read in from the configuration file. This can occur when the information in the configuration file is corrupt. This can also occur because of an internal error in one of the programs running which may cause memory corruption. This second error can usually be fixed with a system reboot.

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I received the following error message in a pop-up window:

E1204:This product has expired and will no longer work

This error message was displayed because the expiration flag in the configuration file is set. This flag will only be set when the date of the PC has reached the time of expiration of the product. At this point the drive must be returned.

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I received the following error message in a pop-up window:

E1203:The serial number of the drive is not the one purchased with this product. Drive - "current serial number", Product "serial number"

This error message was displayed because the serial number captured in the configuration file for the hard drive at manufacturing time is not the serial number for the current drive. Either the configuration file is corrupt or the user has made an illegal copy of the hard drive.

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I received one of the following error messages in a pop-up window:

E1205:error encrypting configuration information
E1212:error encrypting configuration information

These error messages were displayed because the viewer experienced an internal error which may have caused memory corruption. These errors can usually be fixed with a system reboot.

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I received one of the following error messages in a pop-up window:

E1206:error writing to configuration file
E1213:error writing to configuration file

These error messages were displayed because the viewer could not write to the configuration file, perhaps because the file was deleted or the permissions on the file were changed. Click on the HSAT## drive. The prov directory should appear within the window. Inside is the security file called prov.conf. To check the security file’s write permissions, right click on the file and select "properties," then click the security tab. Select the username or group to which your user ID belongs. Make sure that the "Allow Write" box is checked and the "Deny Write" box is unchecked.

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I received one of the following error messages in a pop-up window:

E1207:Could not validate the current time
E1208:Could not validate the last viewed time

These error messages were displayed because the viewer experienced an internal error converting the time values into a format that can be used to calculate whether or not the current time has been adjusted beyond the tolerance. This can usually be fixed with a system reboot.

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I received one of the following error messages in a pop-up window:

E1209: You cannot change the system time since this program has an expiration date. Please change it back

These error messages were displayed because the viewer ascertained that the system time had been manually adjusted backwards. Since the application is time-sensitive the user must re-adjust the system time on the computer back to the valid current time.

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I received one of the following error messages in a pop-up window:

E1217:problem with the set_encrypt_key call
E1218:problem with the set_decrypt_key call

These error messages were displayed because the viewer had an internal error when trying to decrypt the security data while reading from or writing to the configuration file. This condition may be fixed with a system reboot.

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I received one of the following error messages in a pop-up window:

E1219:Handle invalid
E1220:error accessing the USB drive. Please make sure it is plugged in.
E1221:GET_DRIVE_GEOMETRY have failed. Error “number”. Error accessing the USB drive. Please make sure it is plugged in.

These error messages were displayed because the viewer was unable to access the hard drive. This may be because the drive was unplugged or because security changes on the drive prevented the application from gaining the right permissions. Make sure that you have not made any security modifications to the permissions of files or directories on the drive.

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I received the following error message in a pop-up window:

E1223:There are no Distance Learning drives with volume name “volume name” attached to this machine.

These error messages were displayed because the viewer was unable to find the hard drive. The viewer uses the name of the file to calculate the volume name of the drive. Based on the calculated volume name of the drive the correct hard drive was not found.

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I received the following error message in a pop-up window:

E1215:Error opening file "file name"

This error message occurs when there is a problem reading the a security file placed on your local disk at installation. Open your local disk drive, then double-click the "Program Files" folder. Then double-click the BJUPressDLV2 folder. Inside there should be a security file called iconfile## (where ## is the grade number). If this file is not there, you will need to uninstall and re-install the hard drive, taking note of and resolving any error messages you see. If the iconfile is in the BJUPressDLV2 folder and you are receiving this message, please call BJU Press Technical Support at 1-800-845-5731 for assistance.

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