This troubleshooting page will help you resolve common technical issues, but it is always best to contact technical support directly for help especially if any issues involve student data files. The software hotline number is 800-331-5094. Hours (Central time) are Sunday, 6–11 p.m.; Monday-Thursday, 8 a.m.–11 p.m.; and Friday, 8 a.m.–6 p.m.

Click here to go to McGraw-Hill Higher Education Digital Support Center Web site, then click All Products, Gregg College Keyboarding, FAQs, and Contact Us for technical support. Click here for the 9th Edition of Gregg College Keyboarding & Document Processing Web site.

Click here to go to the Gregg College Keyboarding & Document Processing Information Center. Under Information Center, click the Updates and Corrections link for information on Live Updates and corrections. Click here to go to the password-protected Instructor Edition page. Under Instructor Resources, click Updates and Corrections to see important details for Live Updates.

Issues

Issue: Document errata.

If you are using the first printing of Gregg College Keyboarding & Document Processing, Microsoft Office Word 2007 Update and the first printing of the Microsoft Office Word 2007 Update Manual for Gregg College Keyboarding & Document Processing, your books are no longer synchronized with changes and corrections made to the GDP software via GDP's Live Update feature.

Note: To verify which printing you are using, open the book's cover to the first page and turn it. On the back of the first page, you will see a series of numbers followed by the ISBN number of the book below that. If the list of numbers begins with a 1 (as opposed to a 2 or higher), then you are using the first printing of that book.

Note: Scoring errors in headers and footers generally cannot be resolved due to conflicts in GDP's scoring system and Word's embedded codes. Disregard any header or footer codes if you are sure the header or footer is correctly typed. If you find other scoring errors that occur on documents you know are correct, disregard them and notify technical support. They will be corrected in a future Live Update. Thank you in advance for your assistance.

Issue: View in Word using Word 2007 is very slow at the Instructor Management Web Site and Student Web Site.

Issue: View Portfolio is very slow at the Instructor Management Web Site and Student Web Site.

If you are finding excessive wait times at the IMWS and SWS when you are on the Portfolio Filter page and click View Portfolio, try this: After you set your Portfolio filters and click View Portfolio, the Student Portfolio window will open. At the bottom of the window, click Email Students. When the E-mail students page opens, immediately click Cancel. That will return you to the Student Portfolio page and the desired work should be displayed. A resolution to this issue is currently being researched.
 

Issue: Work is missing from Detailed Report and/or View in Word unavailable.

Upload all work, and verify that all files uploaded. Students should upload their work again by clicking Upload, Upload all work (not Upload work completed since your last update). This upload of all work will then synchronize their assignments within the system. Assignments do not need to be redone.

Verify that both the *.doc Word file(s) and the corresponding Part *.* file(s) uploaded by looking at the confirmation window that appears after the student clicks Upload in the browser window. For example, in the screen shot of the confirmation window shown at the right, you can see that the student, Arlene Scot, typed Correspondence 25-1.doc and that the corresponding file named Part 2, Lesson 25, Correspondence 25-1, uploaded along with the Word file. Report 61-35.doc and Part 4, Lesson 61, Report 61-35 also uploaded. Therefore, all documents uploaded successfully and you should be able to view them in Word without issue. If all files did not upload, View Detailed Report will be dimmed (a detailed report cannot be viewed) and View in Word will be dimmed. To correct this issue, have the student upload "all files" again. Make sure that in the Upload window in GDP, the student clicks Upload all work to ensure that all files are uploaded.

Check the Portfolio filter settings. The Live Update (as of 7/31/07) changed the way the Portfolio Filter works to help you view work more easily. When you change any filter settings (such as the Start Date, End Date, Exercise Type, etc.), that setting "sticks" and will be in effect the next time you open the Portfolio Filter to view the next student's work. For example, if you set a filter to display only Document Processing jobs, then Language Arts, Skillbuilding, and Timed Writings would be excluded even if the student completed that type of exercise. If you set a filter to display only a certain lesson, that filter will be in effect until you change it back to All or some other lesson range.

Tips to View Portfolio Quickly. To view a student's Portfolio quickly at the IMWS, try this: After students have completed around twenty lessons, set the Lessons filter in the Enter lesson range box to view a smaller group of lessons instead of including all lessons. Also, to avoid having to reset the End Date to the current date each time you use the Portfolio Filter, consider setting the End Date to your end of semester date. Click here to go to the Miscellaneous Tips page, and click the "View Portfolio" link for more tips on viewing the Portfolio.

Verify the version of GDP. Verify that your students have performed a Live Update to ensure they are using the latest version of GDP. Open the Instructor Management Web site and go to the List of Students; look to the right of the desired student under the GDP Version column for the version number in use. You should see Version 10.0.0.82 listed (as of 8/08). If you do not see this version, students should open their Home version of GDP while they are live on the Internet, click Help, Live Update, and follow the prompts to download the latest version of GDP. If you are using the Campus version of GDP, verify the version in use and update if necessary. Log on to Instructor Management on the Campus version of GDP, click Live Update, and follow the prompts to update. Server permissions must be set correctly for a Live Update to be performed and for files to be saved. Contact the software hotline at 800-331-5094 for details.

Verify that the student name in the Campus and Home version are identical in case and spelling. If you are uploading from the Campus version and you have edited your student's name and changed the case, this could also be causing the problem. Make sure the name your student uses in the Home Version and Campus version are identical in spelling and in case, then try uploading again. View Detailed Report should now be available.

Verify the type of files stored in the student's data directory. If a student is manually saving and/or renaming files in GDP's data directory, files might not be uploading correctly. Examine the student data directory and delete any files that don't belong there or that have been named incorrectly.

Issue: Annotations not behaving as expected.

Issue: Online Reference Manual unavailable.

Issue: Incorrect font size inside table.

Issue: Trouble creating headers.

Issue: Student Upload Web Site not behaving as expected with Firefox and Internet Explorer 8 browsers.

Firefox

If you use the Firefox browser, you will need to take special steps in the GDP upload process. In GDP, click Upload, Upload Work to Student Upload Web Site. The Firefox browser will open to the Student Upload Web Site as expected. However, when you click in the Browse box in the Firefox browser window and attempt to paste the path to your upload file, Firefox will launch a Windows File Upload window rather than allowing you to paste the path into the Browse box and click Upload. (Click here to view a movie demonstrating the unexpected Firefox behavior.) As a workaround, do this:

1. Before you attempt to paste the path to your upload file, drag across the path to your upload file in the Firefox browser window, right-click it and click Copy or press Ctrl-C. (Click the picture at the right for detail.)

2. When Firefox opens the Windows File Upload window, right-click in that Browse box and click Paste or press Ctrl-V.

3. Click Open to close the Windows File Upload window; then click Upload in the Student Upload Web Site browser window.

Note: If the Windows File Upload window opens to your GDPDATA directory, you could also simply click on your upload file (the one with your first and last name), click Open to close the Windows File Upload window, and then click Upload in the Student Upload Web Site browser window.

Internet Explorer 8

If you use the Internet Explorer 8 browser, you will need to take special steps in the GDP upload process. In GDP, click Upload, Upload Work to Student Upload Web Site. The Internet Explorer 8 browser will open to the Student Upload Web Site as expected. However, when you click in the Browse box and attempt to paste the path to your upload file, the Paste command is unavailable. As a workaround, do this:

1. Click Browse.

2. In the File Name box, press Ctrl-V to paste the path.

3. Click Open to return to the Student Upload Web Site; then click Upload.

Issue: A "blue screen" appears upon launch of GDP in Windows Vista.

Issue: E-mail sent by GDP is being blocked.

Most of the ‘Returned e-mail’ issues are caused by spam blockers in the student's e-mail systems rejecting automated e-mails; for example, the automatic e-mail sent when you first enroll a student at the IMWS or the e-mail sent by GDP when you use the E-mail Students button or e-mail a Class Announcement from the IMWS. If possible, have students add the domain name @eppg.com and your e-mail address and the domain name for your e-mail address to the safe/trusted list in their SPAM and Junk mail filters. Click here for steps to add @eppg.com and any e-mail address and any domain name to your list of safe senders and remove them from your list of blocked senders in Windows Live Hotmail, Outlook 2003 and 2007, Yahoo! Mail, AOL 9, and NetZero. Click here to go to the Miscellaneous Tips page, and click the Student Passwords link for more detail on passwords.

Issue: Student Web Site password doesn't "hold."

Note: Although the password the student uses to log on to a Campus installation of GDP and the SWS password do not have to match in order for the student to upload work to the IMWS, the password the students uses to log in to GDP overrides any password set by you or set by the student at the SWS when the student uploads work. This could be the reason that a password you are setting at the IMWS isn't holding. Therefore, keeping passwords identical, simple, and easy to remember is a good idea.

1. Verify the accuracy of the e-mail address in the Your E-mail Address box.

2. Click Change Password.

3. Leave the Your current password box blank, and type the desired password in both the Your new password box and the Retype new password box.

4. Click Save, Return to Log On. You should now be able to use the new password.

Note: If the above steps don't work, try this: Click the Forgot Password? link. You will either receive your current password via e-mail, or if your password has been blanked, the e-mail message will indicate that and provide steps for resetting the password similar to those above. Check your Junk or Spam folders as sometimes GDP e-mail is mistakenly filtered into these folders.

Instructors:

Issue: Student cannot upload to the Instructor Management Web Site.

When students click Upload; Upload work completed since your last update; Upload Work to Student Upload Web Site and the Upload Work window is open, the default location to store the file is usually set to a school server, and students usually do not have rights to save files on a school server. If students don't change the location, they will see the GDP message "Cannot access \:\ drive." To resolve this, they should click the Browse button and save the file to the Desktop or the A: or anywhere but the server. The file will then upload without a problem.
 

Issue: GDP options missing from Office button; GDP tab is missing from the Word 2007 ribbon.

If the GDP option is missing under the Office button, use the GDP tab. If the GDP tab is missing, check first that you have logged into the computer with an administrator account, and if using Windows Vista®, have followed the steps provided on the Miscellaneous Tips page, Best Student Practices link.

Check Word's macro security settings:

1. Click the Office Button in Word 2007 outside of GDP.

2. Click Word Options, Trust Center, Trust Center Settings.

3. In the section labeled “Personalize your copy of Microsoft Office” fill in the values for User name and Initials boxes, click OK, and close Word.

4. Click either Disable all macros except digitally signed macros or click Enable all macros (not recommended; potentially dangerous code can run).

5. Click OK twice, close Word.

6. Open GDP and access a document processing exercise—you should see the GDP tab in the ribbon.

7. If you still do not see the GDP tab in the Ribbon, open Windows Explore, browse to the C:\GDPHOME folder, locate the file “GDPAddinSetup.msi”. Double-click on the file and follow the prompts to install or repair the GDP Add-in.

Issue: Live Update becomes unresponsive during Updating Graphics screens.

Issue: Pop-ups blocked.

If you see the message in the screen shot at the left when trying to access a keyboarding site, click the hyperlink provided in the message to open the window. To allow pop-ups in Internet Explorer, click Tools, Pop-up Blocker, Pop-up Blocker Settings, Address of Web site to allow, fill in these URLs:

Issue: Reference Manual and/or Help displays "Action canceled."

A Windows security update affects the Reference Manual and also the Help button in GDP. Here is a link to Microsoft’s Help/Support for this: http://support.microsoft.com/default.aspx?scid=kb;en-us;892675. To resolve this, roll back the Windows update KB896358 through Control Panel, Add/Remove Programs, check Show Updates; when populated, scroll down to Windows XP - Software Updates, Security Update for Windows XP (KB896358), Remove.
 

Issue: GDP cannot create data file when Create . . . is clicked in the Lesson menu.

5/12/06. If a student tries to create a document in Word and sees the GDP Message "Could not create the data file . . ." followed by the path to a school server and the Word file, reinstall GDP. To uninstall GDP without affecting the data, copy the folders labeled instructors and classes from the GDP folder and paste them somewhere outside of the GDP folder. After copying them, uninstall GDP and then reinstall it. After reinstalling, copy both the classes folder and the instructors folder and then paste them back into the GDP folder.

Caution: Always make a backup of all student data directories and files first as a precaution even though data files should not be affected by a reinstallation of GDP.

Another workaround rather than using the Standalone installation is this:

1. In GDP click File, Go to word processor.

2. Key in the document and when finished click GDP on the menu bar, Return to GDP.

3. The Save As dialog appears. Type the file name (i.e., Table 36-4), click OK. You are returned to GDP but not prompted to score. Note: The file name must be typed correctly for this to work properly.

4. Click on the Lessons button. Select the document name (Table 36-4) again. Click Edit Table 36-4 and then GDP, Return to GDP, and it will score the document.

Issue: School Network down.

Note: Consider requiring students to bring a blank floppy disk or flash drive with them each day to class in case the network goes down. You will also need to install GDP as a Standalone installation at each workstation in your classroom as an alternative for this resolution. During that installation, you will be prompted to select components. Click "No, install without Instructor Management." You will be prompted to select a destination folder. If you previously installed GDP with Instructor Management, create a different directory (perhaps name it GDPStandalone) so that you will not overwrite a previous GDP installation. You will also be prompted to select a a student data location. You must select only one of the locations below, and you should create a different directory (perhaps name it GDPDATAStandalone) to save data if you have previously installed GDP to save to C:\GDPDATA so that you will not overwrite existing data.

If the network goes down, students should insert a floppy into the A Drive or a flash drive into the USB port (depending on your choice to save student data above), click Start, Programs, Irwin Keyboarding, GDP Standalone, to launch GDP. They  would need to log-on with a floppy or flash drive and use the exact name, e-mail address (if their instructor requires an e-mail address), and password as used in their LAN class. They should resume with the exercise they were typing when the network went down. At the end of class, they would follow these steps:

1. File, Export Student Data. (If an Export window appears with an explanation of the export process, click OK.)

2. In the Export window, click Browse, browse to the desired drive, and click OK.

3. Click Export. (Answer Yes if prompted to overwrite an existing file.)

4. When the network is up again, students would log-in as usual on the Campus version, click File Import Student Data, click the list arrow next to the Look In box, browse to the desired drive, and click Import. All work is now synchronized.
    

MESSAGES

Issue: The message "RPC server is unavailable" appears when trying to view a report in Word or open Word.

This issue is related to the security setting in Word being too high. Open MS Word 2003. Go to Tools,  Macro, Security; in the Security Level tab, click Low, OK.
 

Issue: The message "Cannot login. Student's data is in use" appears when GDP is launched.

The issue is generally caused by a corrupted file that is generated when GDP is not closed properly and a student attempts to launch it a second time. In Windows Explore find the files "gdpinuse.dat" or "clsinuse.dat." These are temporary files that can be safely deleted. Once those files have been deleted, the error message should not appear.

Issue: The message "connected state of Office Add-Ins registered in HKEY_LOCAL_MACHINE  cannot be changed" appears when Word is launched.

This issue can be complex to resolve and you should consider contacting the software hotline for technical support at 800-331-5094 as your first step. However, if you wish to try to resolve this issue on your own, see the steps below.

Note: These issues usually do not occur if User Account Control (UAC) is off but some users may experience additional pop-ups or have security concerns if UAC is off. If you wish to turn off UAC, do this: In Control Panel, Classic view, click Make changes to your user account, Turn User Account Control on or off, uncheck Use User Account Control (UAC) to help protect your computer. You will be prompted to close programs and reboot.

If User Account Control is on in Windows and you try to launch Word from inside GDP and see “Accessing Word Processor” on the screen and then see a window that says, “The connected state of Office Add-Ins registered in HKEY_LOCAL_MACHINE cannot be changed,” do the following:

A Windows Vista machine requires users to be logged into the computer with an administrator account. In addition, the following steps are necessary:

1. Close GDP and Word.

2. From the Windows Start button, click Start, Search, and type in gdp.exe or use Windows Explore to browse to C:\GDP\gdp.exe.

3. When the search comes up with the results or your fine the file in Explore, right-click on the gdp.exe file; click Properties, Compatibility tab, and check the box Run this program as an Administrator.

4. Click OK.

Then, when users click on GDP to access the program, they could be presented with a dialog box asking them to allow the program to run. They should click Allow. GDP will now be able to launch Word 2007 without the “HKEY” error.

A Windows XP machine requires a user to be logged into the computer with an administrator-level account to prevent the “HKEY” error. Simply using the higher-level account should typically resolve the error.

Issue: The message "An unidentified program wants access to your computer" appears when GDP is launched.

Issue: The message "The change file open directory method or property is not available because the license to use this application has expired." appears when Word is launched.

Issue: The message "Error 6000 5: Unable to save GDP10 data. The file cannot be accessed... or Error 6003: Invalid header for the GDP10 file” appears.

Issue: The message “An unknown error has occurred in GDP and the program must close.”

Issue: The message "Bad Parameter" appears when launching Word 2007 from GDP.

1. Click the Office Button in Word 2007 outside of GDP.

2. Click Word Options, Popular.

3. In the section labeled “Personalize your copy of Microsoft Office” fill in the values for User name and Initials boxes, click OK, and close Word.

4. Open GDP and access a document processing exercise.

Issue: The message "Error found in Custom UI XML of 'GDP Addin' appears when launching Word 2007 from GDP."

When launching Word 2007 from GDP, if you see the Custom UI Runtime Error in GDP Addin dialog box with the message "Error found in Custom UI XML of 'GDP Addin': Line: 24: Column: 9; Error Code 0x8004005; COM add-ins cannot modify the document-specific Quick Access Toolbar," click OK, and then see the Server Busy dialog box with the message "This action cannot be completed because the 'Document x - Microsoft Word' program is busy. Choose 'Switch To' and correct the problem," do this:

1. Close GDP and open Word 2007.

2. Click the Office Button.

3. Click Word Options, Advanced.

4. In the section labeled “General” uncheck Show add-in user interface errors, click OK, and close Word.

5. Open GDP and access a document processing exercise.

Issue: The message "This add-in is installed for all users on this computer, and can only be connected or disconnected by an administrator." appears when accessing Word 2007 from GDP with Windows Vista or Windows 7.

Set GDP to Run this program as an administrator to eliminate this message. Do this:

1. Right-click on the GDP icon; select Properties.
2. Click the Compatibility tab.
3. Under Privilege Level, check Run this program as an administrator.
4. Click Apply, OK. (Word should now open correctly.)