How to run diagnostics for troubleshooting DriveSharp and InSight

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This process is usually required for technical troubleshooting. First, we run (or try to start) the program in diagnostic mode until the error/problem occurs. Next, we run a standalone diagnostic tool that collects log files and system information. Finally, we copy the zip file name and supply the information to Posit Science.

Go to your Start Menu > Programs > Posit Science (for Mac, the path is Applications>Posit Science)

Select "Run InSight in Diagnostics" and run the program until you run into a problem. If the error occurs in a particular excercise, go to "Choose Exercises Myself" in the Main Menu and select the exercise in question. Exit after the problem occurs.

Go to your Start Menu > Programs > Posit Science (for Mac, the path is Applications>Posit Science)

Select "Run Standalone Diagnostics"

Click "Yes, send data"

Copy and paste the alpha-numeric zip file name and post it to the community topic where you reported your issue, or send it to customerservice@positscience.com with your name, email address, and a description of the problem.

I’m getting irritated.

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Paul Adams January 15, 2010 19:08

The Update is inappropriate as it assumes that I have a Mac when I have a PC
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- Paul Adams January 15, 2010 19:10
  
  You do no seem to be responding appropriately to my message!
  
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- Community Staff January 15, 2010 19:34
  
  The instructions above apply to both PC and Mac. The instructions assume you have a PC and the comments in parentheses apply to Mac. For example, "Start Menu" is a Windows term. You will find it located at the start button in the lower left corner of your PC screen.
  
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The Update is inappropriate as it assumes that I have a Mac when I have a PC

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Paul Adams January 15, 2010 19:13

This experience is frustrating and I am beginning to regret 5 of your disks on Public Television

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This experience is frustrating and I am beginning to regret 5 of your disks on Public Television

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- Susan Gibson November 10, 2011 08:43
  
  Here I am again. What is the deal with this app. Way too expensive to be this much trouble. Flash player has been uninstalled and re-installed 10 times+. Had I not purchased through PBS I would have returned it by now. Come on get the bugs out or return our money
  
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I’m confused

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Mary August 04, 2010 15:35

NOTHING is helping me! I just keep getting AppError06 can't connect to server
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- Community Staff August 04, 2010 16:19
  
  Hi Mary - That error indicates that something is blocking our program from connecting to our server. It usually happens if A) you are trying to install at work and your corporate firewall is in the way or B) your personal firewall needs to be configured. For instructions on how to configure your firewall, click here.
  
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- Mary December 13, 2010 20:09
  
  Been there, done that. It just doesn't work. The only thing I got out of this software was an icon on my desktop.
  
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- Community Staff December 14, 2010 00:22
  
  Hi Mary - Have you tried using a different internet connection, or hard wiring to your connection instead of using wifi?
  
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- Mary December 14, 2010 11:47
  
  I'm not using Wifi. I'm using my PC cable connection!
  
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- Mary January 04, 2011 22:33
  
  Maybe the DriveSharp program will work now that my $50 rebate incentive has expired! I doubt it though since it's been about a year now. ALL fixes just don't work. Sure am glad I didn't spend any money on this program or I would be REALLY upset...not that I'm HAPPY about the whole thing.
  
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NOTHING is helping me! I just keep getting AppError06 can't connect to server

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Raymond Tierney August 07, 2010 15:01

Two days ago 8/5 I completed your diagnostics in response to my problem. "Road Toure test page is showen as a blank with colored squares" The diagnostics included sending you the data collected from my computer. As of this date and time I have not received confermation or notice that you received this data? As I informed your company I will be sending the CD back for a full refund, including the shipping charges if this problem is not corrected.
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- Community Staff August 07, 2010 18:50
  
  Hi Mr. Tierney - Your case was assigned to a support rep, I'm sorry that you didn't receive a confirmation. You will be contacted on Monday with further recommendations. It's likely that your video card is incompatible, or that your video card driver needs to be updated.
  
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Two days ago 8/5 I completed your diagnostics in response to my problem. "Road Toure test page is showen as a blank with colored squares" The diagnostics included sending you the data collected from my computer. As of this date and time I have not received confermation or notice that you received this data? As I informed your company I will be sending the CD back for a full refund, including the shipping charges if this problem is not corrected.

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Lou Limongelli August 17, 2010 17:29

Thanks for your reply. I immediately got the same error message, but here's the other info that you requested:

Diagnostic data uploaded

Thank you for uploading your diagnostic data.

7620800 bytes written to 9f8a292e11410119-20100817102358-diagnostics.zip

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Thanks for your reply. I immediately got the same error message, but here's the other info that you requested: Diagnostic data uploaded Thank you for uploading your diagnostic data. 7620800 bytes written to 9f8a292e11410119-20100817102358-diagnostics.zip

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Marcelo Celis December 14, 2010 05:31

I just installed Insight when I try to register is telling me that the My registration code seems to be in used????
I was trying to register for the first time so I can use this program?
any suggestions because it doesn't give me any options. thanks

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I just installed Insight when I try to register is telling me that the My registration code seems to be in used???? I was trying to register for the first time so I can use this program? any suggestions because it doesn't give me any options. thanks

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Mary Morency January 04, 2011 10:50

Hi Arielle,
I sent an email to the customer service address on Saturday and have not received a response. I have recently received my Brain Fitness and InSight CD's. I easily installed the BPR and am enjoying doing the exercises. Everytime I insert the InSight CD, I get a page long error message that even the fastest reader could not read before my computer shuts down. I need assistance with the installation of this program and do not want to spend my time surfing your help site for a solution. Can you please assist? thank you
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- Community Staff January 04, 2011 19:28
  
  Hi Mary - Thanks for getting in touch. I responded to your email addressed to customer service.
  
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- Mary January 04, 2011 22:31
  
  Don't worry Mary....it still won't work! I have a NICE frisbee!
  
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Hi Arielle, I sent an email to the customer service address on Saturday and have not received a response. I have recently received my Brain Fitness and InSight CD's. I easily installed the BPR and am enjoying doing the exercises. Everytime I insert the InSight CD, I get a page long error message that even the fastest reader could not read before my computer shuts down. I need assistance with the installation of this program and do not want to spend my time surfing your help site for a solution. Can you please assist? thank you

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I’m irritated!!

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paul February 15, 2011 23:54

Hi, I ran the standalone diagnostic tool, and when it completed, I was asked to click the submit button and the results would be sent to you. I assumed the information you needed would be sent to you.

I am getting kind of frustrated at this process. Can I expect to have problems with the program all the time?

After the information I sent is reviewed, please let me know when I can expect a resolution.

Thank you,
Paul

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Hi, I ran the standalone diagnostic tool, and when it completed, I was asked to click the submit button and the results would be sent to you. I assumed the information you needed would be sent to you. I am getting kind of frustrated at this process. Can I expect to have problems with the program all the time? After the information I sent is reviewed, please let me know when I can expect a resolution. Thank you, Paul

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paul February 16, 2011 00:01

I forgot to include the file name on the report..Sorry. Here it is:

Thank you for uploading your diagnostic data.

7627963 bytes written to 1acb28a914473b7f-20110214185444-diagnostics.zip.

Paul
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- Community Staff February 16, 2011 21:09
  
  Hi Paul - Can you describe the problem you're running into? It's not immediately obvious from the log files. If you describe it to me, I can use that context to review the logs again.
  
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I forgot to include the file name on the report..Sorry. Here it is: Thank you for uploading your diagnostic data. 7627963 bytes written to 1acb28a914473b7f-20110214185444-diagnostics.zip. Paul

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I’m almost ready to give up.

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paul February 17, 2011 17:20

The error message it gives me is:

CortexStartupError 04 A firewall is still blocking the application. Please try again.
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- Community Staff February 17, 2011 22:25
  
  Hi Paul - That would explain the time-out that's occurring when the program is trying to connect to Posit servers. I would suggest the following two steps:
  
  1. http://support.positscience.com/posit...
  
  2. Adjust DEP settings:
  # Open the Start menu, right-click on My Computer and Choose “Properties” from the context menu.
  # On the “System Properties” window, click the “Advanced” tab .
  # click settings button under Performance
  # click the “Data Execution Prevention” tab
  # choose “Turn on DEP for essential Windows programs and services only”
  
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The error message it gives me is: CortexStartupError 04 A firewall is still blocking the application. Please try again.

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