Top MasteryNet™ Support Issues

Mediator could not be initialized

This occurs with a Windows 7 Operating System if you are using the 64 bit version of Internet Explorer. To make sure you are using the correct version of Internet Explorer go to the Start button and click on All Programs. Choose the Internet Explorer without (64-bit) next to it.

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 local hard drive C:.

If you need further assistance ask your help desk, IT department or network support person.

Video plays without audio

If your computer has a Windows Vista or Windows 7 operating system you may need to install the Windows Media Player audio codec update below to complete the course.

Some of our courses fail to play the audio tracks with these versions of Windows Media Player.

You need to download and install the Windows Media Player Codec Update using this link:

http://www.masterygroup.com/download/support/acelp_for_Vista.zip

You should receive a "Do you want to install the VoiceAge ACELP.net audio codec?" message on your screen during the installation of the update.

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 on a Windows XP Operating System:

  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

The server may be temporarily unavailable.

The "unable to connect to server" message indicates a security program and/or settings/firewall is blocking the download of the courseware files to your local hard drive.

If you have a DELL computer, you may have a security program installed by Dell called Embassy Trust Suites. The program Embassy Trust Suites causes this error to occur. Once this program is removed the Mastery training should work properly. Do NOT remove any program without checking with your Help Desk or IT department.

If you do not have the program Embassy Trust Suites and the "Unable to connect to server." message includes (err:7 state:3) you have a different security program and/or firewall security settings blocking the download of the courseware files to your local hard drive. Check with your help desk or IT department for assistance.

Error message: Unable to connect

Mastery Technologies Exception - module:

ACCESS_VIOLATION

C:\PROGRA~1\MASTER~1\Player\bszip.dll

Error message: Exception bszip.dll

This is usually caused by an anti-virus 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.

MasteryNet Player test file

Play this test file to check for proper Media Player installation.
MasteryNet Player test file

Getting Help

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    1-800-258-3837 (press 1 for customer service)

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