Troubleshooting Microsoft Silverlight Update Issues


Nuance InScribe integrates Microsoft Silverlight as the audio player in Feedback items for MTs.

Issues

If an MT can listen to dictations and transcribe with no issues but has trouble playing Feedback audio, or is not able to see the playback buttons in the Feedback items at all, this may be due to an outdated or corrupted version of Microsoft Silverlight on the MT's computer, or it could be that MS Silverlight is not installed at all on the MT's machine.

Microsoft Silverlight can be downloaded and installed from this link:

http://www.microsoft.com/getsilverlight/

As of February 2013, the newest version of Microsoft Silverlight is Silverlight 5 (5.1.10411.0). If the MT tries to download or update to the newest version, but is unable to, he or she may run into two potential issues:

1) MT is unable to install Silverlight 5 due to a message like this:

"font: 13px/normal 'Segoe UI', Arial, sans-serif; text-transform: none; text-indent: 0px; letter-spacing: normal; word-spacing: 0px; float: none; display: inline !important; white-space: normal; orphans: 2; widows: 2; font-size-adjust: none; font-stretch: normal; background-color: #ffffff; -webkit-text-size-adjust: none; -webkit-text-stroke-width: 0px">"#333333">"This patch could not be opened. Verify that the patch exists and that you can access it, or contact the applications vendor to verify that this is a genuine Windows Installer patch package."

2) When MT attempts to uninstall an outdated version of Silverlight through the Control Panel, the MT may get an error like this:

 "font: 12px/19px Verdana, Tahoma, Helvetica, Arial, sans-serif; text-transform: none; text-indent: 0px; letter-spacing: normal; word-spacing: 0px; float: none; display: inline !important; white-space: normal; orphans: 2; widows: 2; font-size-adjust: none; font-stretch: normal; background-color: #ffffff; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px">"#333333">"The installation source for this product is not available. Verify that the source exists and you can access it."

Both issues present a strong likelihood that Silverlight is corrupted on the machine.

To troubleshoot this, you need to A) Uninstall the outdated/corrupted verison of Silverlight first. Then, you will be able to install a functioning, up-to-date version.

Troubleshooting

Download and install the Microsoft Fix It program from this link: http://support.microsoft.com/mats/program_install_and_uninstall/

Follow instructions to run the file and install the program.

When the program is launched, you will be asked to accept the Microsoft License Agreenment. After this step, you will be given two options.

Select the "Detect problems and let me select the fixes to apply" option.

MSFixIt.jpg

In the next step, choose the "Uninstalling" option:

MSFixIt2.jpg

After the program checks the registry for patch related problems, it will display the list of programs on the machine. Select Microsoft Silverlight and click Next.

MSFixIt3.jpg

In the next window, select the "Yes, try uninstall" option, then click Next in the next window after verifying that both boxes are checked in the Issues Found section.

MSFixIt4.jpg

'MSFixIt5.jpg'

After the program uninstalls Microsoft Silverlight, you will see a "Fix Status" with a green check. Click Next, then follow the steps to close the program.

MSFixIt6.jpg



Now that the corrupted or out-of-date version of Silverlight is successfully uninstalled, go to the Microsoft page to get the latest version of Silverlight, which should have no problem installing now:

http://www.microsoft.com/getsilverlight/



With the new version installed, the MT should be able to play Feedback audio files in Nuance InScribe.