The Question: How can I fix any audio issue that I am encountering?
The Answer: If your audio is not functioning in the session, there is a specific tool to help resolve the issue. Once in the virtual classroom, at the top of the interface, select "Tools > Audio > Audio Setup Wizard." It will take you through a process where you can select which audio devices to use and then test the sound.
Tip: if you are NOT hearing audio, you will need to run the Audio Setup Wizard and select a different audio device, as it is likely that your computer is using the wrong audio device.
The Question: I click “Enter Live Session” or “View Recording”, but nothing happens. What do I do?
The Answer: After clicking “Enter Live Session” or “View Recording”, if nothing is happening, please do the following in this exact order:
After clicking “Enter Live Session” or “View Recording”, a new page will open up. Please make sure your browser is not blocking the .jnlp file. If it is, make sure to click the browser prompt to allow this .jnlp file to open. Look at the top and bottom of the page.
If you still are not seeing a prompt to open the .jnlp file, please click the link on the page to “manually start the session.”
If you are still encountering issues, please see the FAQ “I am having difficulties opening the .jnlp file. What do I do?”
The Question: I am having difficulties opening the .jnlp file. What do I do?
The Answer: If the .jnlp file is NOT opening on your computer, please do the following in this exact order:
If you are getting the error “token has expired” or “unable to launch”, please see the FAQ resources specific to those issues.
If the jnlp file won't open, you may need to download Java (which is free). Please go to the Free Java Download. It takes 1-2 minutes and will allow our virtual classroom to open on your computer. Once you have downloaded Java, please click "Enter Live Session" again and open the new .jnlp file when prompted.
If you DO have Java installed on your computer, and the virtual classroom still won't open, please clear your Java cache. Instructions on how to do that are available here:
The Question: After opening the .jnlp file, I am getting an error “token has expired.” What do I do?
The Answer: This error message is shown when you have opened a .jnlp file which is no longer valid. Please return to the class, click the button to “Enter Live Session” or “View Recording” again, and make sure to open the new (most recent) .jnlp file that the system gives you.
The Question: After opening the .jnlp file, I am getting an error “Unable to Launch.” What do I do?
The Answer: When you get the error "unable to launch" you will need to click the Details button and go to the exception tab. There you should see another error as listed below with the steps to resolve the issue:
The Question: None of these resources have solved my issue. Who can I contact?
The Answer: If you are still experiencing any issue, contact [email protected]