Top MasteryNet™ Support Issues

Video plays without audio

Possibly missing a Windows Media Player codec. Download the WMP codec zip file. Unzip the file and double-click on WM9Codecs.exe to install.

If the problem persists there may be another media player (other than Windows Media Player) associated with .mpa, .mpg, .wma, and .wmv file extensions. To change the file association:

  1. Open Windows Explorer.
  2. On the Tools menu, click Folder Options.
  3. Click the File Types tab.
  4. Click on each extension and verify which program opens it.
  5. Change as needed.

Unable to connect to Server

This is usually caused by a security program installed by Dell called Embassy Trust Suites. Once this program is removed the Mastery training should work properly.

Mediator could not be initialized

Un-install and then do a manual re-install of the MasteryNet Courseware Player.

If this is unsuccessful, check Internet Explorer's "Internet Options" in the "Tools" menu. Look for security settings and/or permissions that may interfere with the MasteryNet Courseware Player. Check to see if ActiveX controls are blocked.

If the above measures do not resolve the problem, make sure you are able to write to your C drive. If you are comfortable copying files with Windows Explorer, copy a desktop icon to your clipboard ("Ctrl-C") and paste it to your drive C ("Ctrl-V" in Windows Explorer).  If you need assistance with this ask your network support person to verify that you have this needed permission.

Mastery Technologies Exception - module: C:\PROGRA~1\MASTER~1\Player\bszip.dll

Error message: Exception bszip.dll

This is usually caused by an antivirus software blocking the Mastery bszip.dll file. Temporarily disable the virus scanning software, complete the Mastery course(s) and then turn the virus scanning software back on.

Display distorted on wide-screen monitors

Wide-screen monitor error example Wide-screen monitor error example

To fix this issue change your monitor resolution.

  1. Open the Control Panel and double-click Display.
  2. On the Settings tab, under Screen Resolution find a setting that resolves the problem.

Cannot complete a course using Windows Vista

Some of our courses fail to play the audio tracks with Vista. A common audio codec (ACELP.net) is missing from the initial release of the VISTA operating system. While Microsoft has not released a service pack to correct this problem we are re-encoding our audio and video files for the affected courses.

If you need to deploy the affected course immediately, you can download and install the Vista Codec Package using this link: ACELP for Vista.

modules.mnu is not found

In Windows Vista, the message, “modules.mnu file not found” does not affect the performance of the course. The course will play fine. We are working to eliminate this distraction.