Troubleshooting Steps for Mac / Safari Users with Freezing Issues

If you are having difficulties (freezing of computer) with SAM activities that contain Listening Audio files in your MyLanguageLab course, please follow the troubleshooting steps below to resolve them.

Before you begin…

What Mac Operating System do you have?

You must first determine what Mac Operating System your computer is using.

  1. Click on the Apple icon in the upper left of the screen and select “About This Mac”.
  1. Information will then be displayed showing you which operating system is being used. Example: Mac OS S Version 10.6.5. or MAC OS S Version 10.5.8

From this information,please go to the section that relates to your Operating System:

For MAC OS 10.6 Users

Step 1:Determine Whether the Safari Browser is Running in 32-Bit or 64-Bit Mode

Mac OS X – In 64-bit versions of MAC OS X, you can determine if you are in 32-bit or 64 bit mode in System Profiler:

  1. Choose About This Mac from the Apple menu.
  2. Click More Info.
  3. Select Software in the Contents pane.
  4. Look for “64-bit Kernel and Extensions: Yes (or No)” under the System Software Overview heading.
  5. If it indicates “Yes”, please use the steps below for help using a 32-bit browser in a 64-bit version of Mac OS X.
  6. Close all programs.
  7. From the Finder menu, click Go Applications.
  1. While holding down the CTRL key, Click Safari.
  2. Click Get Info.
  3. Place a check in the box for Open in 32-bit mode.

When you next open Safari, it will run in 32-bit mode.

Step 2:Resetting of the Safari Browser

Please follow the following steps to reset the Safari browser:

  1. Open your Safari web browser by clicking on the Safari Icon in the dock.
  2. Click on Safari in your Safari menu located at the top of your screen.
  3. A drop-down menu will now appear. Choose the option labeled “Reset Safari…”
  4. A warning dialog will now appear detailing the items that will be removed.
  5. Click the button on the dialog lableled Reset to complete the process.

Step 3:Recommended Configuration for the Safari Browser

Pearson's educational websites use multimedia content that may not load correctly if Safari's security settings are not configured to allow it. Please follow the instructions below to ensure that your browser is able to utilize all of the features the site offers.

Allow Add-ons

  1. OpenSafari
  2. Open the Preferences menu
    In Mac OS X:ClickSafariPreferences
    In Windows: Click Edit or Settings () > Preferences
  3. In thewindow that opens, clickSecurity
  4. Place a check in the box beside Enableplug-ins
  5. Close the Security window

Pop-Up Blockers

  1. OpenSafari
  2. Open the Preferences menu
    In Mac OS X:ClickSafariPreferences
    In Windows: Click Edit or Settings () > Preferences
  3. In thewindow that opens, clickSecurity
  4. Be sure no check appears in the box besideBlock pop-up windows
  5. Close the Security window

Cookies

  1. OpenSafari
  2. Open the Preferences menu
    In Mac OS X:ClickSafariPreferences
    In Windows: Click Edit or Settings () > Preferences
  3. In thewindow that opens, clickSecurity
  4. Look for the Accept cookies heading and select Always
  5. Close the Security window

Security Software and Firewalls

Some security programs and firewalls are so restrictive that they may block multimedia content in the site. If you are using afirewall or security program that has the equivalent to a trusted sites list, you may be able to leaveit onif you add the following sites to that list:

*.pearsoned.com
*.pearsoncmg.com

Please contact the technical support department foryour security program if you need help with this step, or temporarily disable your computer's security while using the site.

Note:Once these steps are completed, please try accessing the activity or activities you were having trouble with. If you continue to have difficulty, please follow the Software Update steps below.

Step 4:Software Updates

Check to make sure your software is up to date by using the steps below:

  1. Click on the Apple icon in the upper left and select “Software Update…”
  1. If there are items that need to be updated, they will be listed in the dialog box that opens. Follow the instructions provided to install the updates. Otherwise it will let you know that you are up to date.
  1. VERY IMPORTANT: You will want to run this process a minimum of two times to make sure all updates are installed.
  2. Once done updating the software, please follow the steps for Resetting of the Safari Browser and for Determining 32-Bit or 64-bit mode. (Repeat Steps 1 & 2 above)

Step: 5Re-attempt the activity that had previously been not working.

NOTE:If you continue to have difficulty, please confirm your browser is configured properly.

(See Step #3) Recommended Configuration for the Safari Browser in the above section(under 10.6 users) for details.

For help or questions with any of these settings or steps, please contact our Pearson Technical Support: 247pearsoned.custhelp.com

For MAC OS 10.5 Users

1) Edit the preference file for your Safari Browser.

  1. Make sure ALL browser sessions are closed (Safari should be closed).
  2. In the Finder go to the Library folder. (Go MenuHome)
  3. In the Library folder go to the Preferences folder.
  4. In the Preferences folder locate the file “com.apple.Safari.plist”.

  1. Change the name of this file from “com.apple.Safari.plist” to “com.apple.Safari.plist2”.

  1. Reopen Safari.
  2. Clear the Cache (This is done via the Safari menu  Empty Cache option).

Reattempt the activity that had previously been not working.

NOTE:If you continue to have difficulty, please confirm your browser is configured properly.

(See Step #3) Recommended Configuration for the Safari Browser in the above section (under 10.6 users) for details.

For help or questions with any of these settings or steps, please contact our Pearson Technical Support: 247pearsoned.custhelp.com