Common Guru Teach Issues and Solutions

“A Problem occurred while connecting to the Guru server”

If you see this error on all your computers here are a couple possible causes and the solutions.

Possible Cause: Guru is no longer installed on your server

Solution: Check on the computer that is being used as the Guru server to see if the Guru Teach software is installed. If it is not installed, install it and point the workstations to that computer using the IP address or name of that computer. The server should say “localhost” the workstations will need to have the server name or IP.

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Possible Cause: “The Guru Media and Licensing service” has stopped. This can happen when the computer that is running as the Guru Teach Server is restarted.

Solution: On the computer running as the Guru server follow these steps.

  • 1 Go to a search bar on the computer and type “services.msc” and hit enter. This should open up a window with all services running on that computer.
  • 2 Go to the “Guru Media and Licensing service” Service and select it. (tip if you hit the letter “G” on your keyboard it will take you to the services that start with “G”).
  • 3 Select the “The Guru Media and Licensing service” service and if it says “Start” in the left side column that means it is currently stopped. Click on “Start” to start the services back up. Once started launch Guru Teach on the server or workstation to confirm the problem has been resolved.

If you see this error only on some computers here are a couple possible causes and the solutions.

Possible Cause: The workstation is pointed to the wrong server IP address or Name

Solution:Get the correct IP address or name of the Guru Server and put it into the field that is available in the box that says “A Problem occurred while connecting to the Guru server”. Click on “test” if it says “success” then click the “Change Server” (Tip: an alternate way to find the correct IP address or computer name is to go to a computer where Guru Teach is running correctly and then going to Settings>Server/Network You will be able to see the Name or IP that it is connected to and you can use that).

Possible Cause:The computer that is running as the Guru server is not visible to the workstation that is having the connection issue.

Solution: Make that sure that computer is connected to the local network and can see the computer that is running as the Guru server. If you are unsure how to do this consult an IT professional.

“A box came up that says, “Guru 6 Requires an account on TheHouseOfGuru.com. Please provide your account username and password below or click to here to register””

Possible Cause: An update for guru 6 was applied

Solution:Input the User name (Which is actually the email address you registered under) and the password for thehouseofguru.com. If you are unsure what this information is call Guru Dental Tech support at 888-331-4878 or email customerhelp@gurudental.com and they can help you get that info.

“When I try and play a video the screen is grey”

Possible Cause: QuickTime player is not installed

Solution:Install QuickTime .

“I don’t hear any sound when I play a Guru Video”

  • 1 Test the audio on your computer by trying another audio source like an internet video or music. If the audio doesn’t work, make sure your speakers are turned on and the audio isn’t muted in your computer’s sound settings.
  • 2 Make sure that the audio in the Guru Teach software isn’t muted

There are some videos that don’t have a voiceover. Make sure that the video that you are playing has a voiceover. If it has a speaker icon in the left corner of the video thumbnail that video should have audio. If it does not, the video does not have a voiceover.

Has Audio
Doesn’t Have Audio

“Guru is asking for a license”

Possible Cause: Guru was installed for that first time, Guru was reinstalled, or you receive a message box that says “The current fingerprint does not match the previous……”

Solution:License through the internet

  • 1 Select internet
  • 2 Find your serial# (AKA internet activation code) and then click “continue”. If you do not have it call 888-331-4878 or email customerhelp@gurudental.com (make sure to include your phone# and practice name in the email so the representative can look up your account)
  • 3 Put in your code and click “continue”.
  • 4 If it says “You have successfully activated GURU” You are all set!
  • 5 If it says “There are no remaining codes available for this account. Please contact support” you will need to call 888.331.4878 to get your license unlocked. You can also email customerhelp@gurudental.com. Make sure to include your serial# if you have it, phone# and practice name in the email so the representative can look up your account.

“Guru Teach won’t open on a Windows 10 computer.”

Possible Cause: There is a known issue where Guru Teach won’t open when it is installed on a computer that is running Windows 10 as the OS.

Solution:

  • 1 The Guru application is most likely running in the background and will need to be ended. To do this Open your task manager look for Guru under “Background processes”. Right-click and select “End Task”
  • 2 Right-click on the desktop Icon and select properties. Go to the “compatibility” tab and check the box that says “Run this program as an administrator” and click “OK”.