Troubleshooting Silverlight on Windows

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Mac users should visit https://testout.zendesk.com/hc/en-us/articles/227483628 for any Silverlight issues.

Problem

The user receives one the following errors when working with LabSim: 

  • “To begin using LabSim use one of the links below to download and install the Silverlight browser plug-in from Microsoft. <Microsoft Silverlight installation link appears here> After Silverlight has installed, you may close this browser window and click the 'Launch LabSim' link again.”
  • Any other error specifically mentioning Silverlight

Solution

TestOut/LabSim products built before 2015 relied on Microsoft Silverlight, an extension which is no longer supported by some browsers.  The only supported browsers for both Microsoft Silverlight and these courses are Internet Explorer 11 and Safari 8+ (as of January 2017).

Microsoft Silverlight is a LabSim system requirement for TestOut Client Pro, Windows Server Pro for (70-410, 70-411, 70-412), Configuring Windows 7, Windows Server 2008 for (70-640, 70-642, 70-643, 70-646, 70-647), and some of our older courses.  Silverlight needs to be installed on your computer prior to launching a lab simulation in one of these LabSim Products. The above errors can occur for any one of the following three reasons:

  • Microsoft Silverlight is not installed on your computer.
  • The Microsoft Silverlight install on your computer is corrupt. 
  • Microsoft Silverlight has been disabled within your browser. 
  • If using Internet Explorer, you may need to disable ActiveX filtering in your browser settings.

Mac users should visit https://testout.zendesk.com/hc/en-us/articles/227483628 for any Silverlight issues.

Microsoft Silverlight is not installed on your computer:
You can download and install Microsoft Silverlight via this link: http://www.microsoft.com/getsilverlight/Get-Started/Install/Default.aspx

The Microsoft Silverlight install on your computer is corrupt:
In the case of a damaged/corrupted install of Silverlight, it will be necessary to uninstall, and then reinstall the application. A symptom of a damaged install might include, but is not necessarily limited to, adverse performance of our lab simulations, such as the inability to connect cables within a workbench, a scenario appearing while the workbench and other areas of the display are empty/blank, labs freezing up, and being directed to download Silverlight when it is already installed on your computer.

The easiest solution is to use the Silverlight fix it tool to fix a corrupted Silverlight installation. https://support.microsoft.com/en-us/kb/2608523

If that doesn't work, it may need to be manually uninstalled and reinstalled.

 

Uninstalling within Windows 7, 8, or 10:

  • Uninstall Silverlight via Control Panel, Programs and Features, Uninstall a program. After uninstalling, please verify that Microsoft Silverlight does not appear in the list of installed applications. 

Reinstalling Silverlight: 

Microsoft Silverlight has been disabled within your browser. 

  • In Internet Explorer 11, click the gear/cog in the top right corner. 
  • Click Manage add-ons
  • Adjust the Show menu to All Add-ons
  • Find and highlight Microsoft Silverlight
  • Click Enable is it shows a status of Disabled
  • Close the Manage add-ons window
  • Completely close Internet Explorer before logging into LabSim to try the labs again.
 Again, you may need to disable ActiveX filtering within Microsoft Internet Explorer (IE)
  • Choose Tools (the Cog Wheel), then Safety, then choose ActiveX Filtering (to removed the check mark).

If issues persist, or if additional information is needed, please contact Technical Support via any of the below options:
Telephone: 800-877-4889, Option 2
Email: support@testout.com
Live Chat: See link upper right at http://www.testout.com