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Forum Newbie
Group: Forum Members
Last Login: 9/26/2007 11:39:46 AM
Posts: 1,
Visits: 2
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| I emailed this to support yesterday, but have received no reply. I cannot stress highly enough how important it is we resolve this problem! I am writing to you about a problem we have with PsychMate. We will be using Psychmate in the next few weeks for 235 students in a research skills class. We're piloting our classes at the moment, and have run into some technical problems. When running the recall and recognition experiment, the following error was reported: Msg: Unable to load image Error: 1 Line: 3025 Marker: 42 We got another error on another machine: Msg: An error occureed while attempting to open the device Device name: Display Error: 0x00000387 Message: "Unable to set the cooperative level:0x80070057" Error:1 Line:3206 Marker:42 This is very concerning to us, as PsychMate is critical to the success of our new research skills modules. Could you please get back to me urgently with a solution. Could you please let me know the best way of getting rapid support from you, over the next few weeks, as we roll out this new teaching. Many thanks
Dr Pam Blundell
Deputy Director of Learning and Teaching
Institute of Psychological Sciences
University of Leeds
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Forum MVP
Group: Administrators
Last Login: 2 days ago @ 8:55:28 AM
Posts: 536,
Visits: 1,158
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| I have included the yesterday morning's internal response from Matt at PST support for other to share. The Technical Support departments at Psychology Software Tools Inc. strive to achieve better than the industry standard turnaround time of 2-3 business days for reply to technical support requests. Our support professionals routinely return replies to support requests the same day and provide notice when additional research will be necessary to assist in the debugging process. We appreciate when end users such as yourself provide detailed description and verbose error messages about the problem being faced, which in turn expedites the round trips typically necessary to assist with support concerns (and is further compounded by the time zone differences). Although PST support representatives monitor the PST User Forum, the forum is intended currently as an informational sharing venue. For direct support contact with PST, the links at http://www.pstnet.com/support provide the best means to support needs for our products. -Brandon ~~~~~~~~~~~~~~~~~~~~~~~~~
Brandon Cernicky
Senior Software Engineer
Psychology Software Tools Inc. In regards to the second issue (i.e. "Unable to set the cooperative level"), this will occur when another application or process on your machine is preventing PsychMate from having exclusive control of the display. You will need to find the culprit and disable it to ensure that PsychMate will run properly. We have seen this (and other) problems in labs using NetSupport School and/or Novell networks. Essentially, any application that interferes with PsychMate's ability to control the necessary devices (i.e. display, keyboard, mouse, etc) will cause this type of error. The easiest way to determine which application is causing the problem is to use MSCONFIG: 1) Select Run from the Start menu in Windows. Type: msconfig and hit OK/Enter. 2.) In the StartUp tab, click "Disable All", then reboot 3.) If the experiments then run, you can begin reenabling applications in the startup. We'd recommend that you enable one at a time, and reboot each time. When you find the culprit during this process, please report it back to us so we can make note of it. For the first issue (i.e. Unable to load image), I will need some more information. First, does the error message occur on every machine that you run this experiment on? Also, do you get this error message when running other experiments using images (e.g. Rotation of Mental Images)? Are you using the most up-to-date version of PsychMate? To check your version number, log into PsychMate Student and click the "About" button. What version number is reported? If it is not 2.0.62.39, please update your machines to this version. You can do so by logging into PsychMate Student, clicking "Account", then "Download". There will be a link for the newest version. Download this link to your desktop, then uninstall PsychMate and reinstall using the latest version. Please let me know what you find. Sincerely,
Matt Lenhart
Technical Consultant |
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