DPWH4 - Problem opening a LearningGrids resource in DocsPlus

Applies To

  • DocsPlus

Symptoms

You have accessed LearningGrids in Explorer. However, when you click on a resource's Run Now button, the resource doesn't load properly (or at all).

You may receive an error message saying it's an "Unsupported File Type", or that the file is "corrupted".

Cause

When you click Run Now, the resource is "streamed" to your computer. This means that DocsPlus opens it immediately and loads any remaining data from the Internet as it receives it (similar to videos on websites).

Firewalls or proxy servers can interfere with this process and prevent DocsPlus from downloading resources successfully.

Resolution

A workaround is to access www.learninggrids.com using a web browser instead of DocsPlus. You can download the resource as a file, which you can then open in DocsPlus.

If a firewall is installed, try adding DocsPlus to the firewall's exclusion list. The location is:

32bit Windows - C:\Program Files\Crick Software\DocsPlus\DocsPlus.exe
64bit Windows - C:\Program Files (x86)\Crick Software\DocsPlus\DocsPlus.exe

If you're unsure how to do this, or if this doesn't solve the issue, please pass the following information to your IT Support.

Information for Network Administrators

DocsPlus uses the computer's proxy settings to connect to the Internet. When a user downloads a resource from LearningGrids, the following happens:

  1. User clicks the Run Now button.
  2. DocsPlus requests the page http://www.learninggrids.com/ResourceStream.aspx?... (the exact URL depends on the chosen resource).
  3. The web server responds with the resource file to be downloaded. In the response, the web server sets the MIME content type in the HTTP header, so that the computer can determine how the file should be used.

Users may have difficulties downloading resources if unknown mime-types are being blocked, either by a firewall or a proxy server. The LearningGrids website always uses standard internet protocols (HTTP on port 80) so you should be able to ensure that content is not blocked. If the firewall or proxy server is preventing files from being downloaded please try the following:

Allow the following MIME types

You may need ensure the following MIME types are allowed through the firewall via HTTP for web site access (and SMTP if you wish to allow these files to be emailed):

If the firewall supports it, we recommend adding the wildcard:

application/vnd.crick.*

Alternatively, you can add :

.pwbr application/vnd.crick.docsplus

These files are written in XML and do not contain any executable code or registry data.

Add LearningGrids.com to your list of safe sites

If the firewall or proxy server allows you to specify safe websites, please add a rule to allow the address www.learninggrids.com, or add this address to the list of safe sites. If the firewall only supports IP addresses you can use 156.67.246.246. Only Crick Software web sites are hosted at this IP address. If you need to specify other information, the protocol is HTTP and the port number is 80.

Mark the following URL as safe

When a user downloads a file from our website, they always do so through the following URLs. To ensure these URLs are not blocked, add a rule to always allow these URLs.

Downloading from LearningGrids.com

http://www.learninggrids.com/ResourceStream.aspx

Uploading files to LearningGrids.com

http://www.learninggrids.com/UploadResourcePage.aspx