Trouble-Shooting
I cannot login to the session.
1. Make sure you have Adobe Flash Player installed.
You can verify this by visiting the Adobe Flash Player website available here.
If you do not have Flash installed, you can try logging on to Canvas using Google Chrome web browser which comes with Flash Player pre-installed. You can also install Flash on to your web browser (Internet Explorer, Safari, or Mozilla) by downloading it here.
If you are trying to connect to the session using an Apple iPhone, iPod or iPad, you will receive an error message, since Flash is currently not available for these platforms.
2. Do you have the most current version of Flash installed?
BBB requires Flash version 11.2. Check your version of Adobe Flash Player here.
On the Flash Player web page, see the version in a similar box located under the header image:
1. Make sure you have Adobe Flash Player installed.
You can verify this by visiting the Adobe Flash Player website available here.
If you do not have Flash installed, you can try logging on to Canvas using Google Chrome web browser which comes with Flash Player pre-installed. You can also install Flash on to your web browser (Internet Explorer, Safari, or Mozilla) by downloading it here.
If you are trying to connect to the session using an Apple iPhone, iPod or iPad, you will receive an error message, since Flash is currently not available for these platforms.
2. Do you have the most current version of Flash installed?
BBB requires Flash version 11.2. Check your version of Adobe Flash Player here.
On the Flash Player web page, see the version in a similar box located under the header image:
I keep getting disconnected or dropped from the call.
1. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 2. Use an ethernet cable instead of wireless connection; if that is not possible, move as close as possible to the wireless router.
3. Make sure you close out of other programs running on your computer, especially ones that use video.
Restarting your computer can help with this, but sometimes people have selected to have programs such as Skype or Cisco/Jabber open automatically on a restart.
4. Make sure other devices or users are not using your network.
5. Try switching web browsers (Chrome, Firefox, Safari).
1. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 2. Use an ethernet cable instead of wireless connection; if that is not possible, move as close as possible to the wireless router.
3. Make sure you close out of other programs running on your computer, especially ones that use video.
Restarting your computer can help with this, but sometimes people have selected to have programs such as Skype or Cisco/Jabber open automatically on a restart.
4. Make sure other devices or users are not using your network.
5. Try switching web browsers (Chrome, Firefox, Safari).
My screen is frozen.
1. Refresh your browser.
2. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 3. Use an ethernet cable instead of wireless connection
4. Click on the webcam icon and test camera before rejoin audio.
5. Restart your computer and rejoin the session.
1. Refresh your browser.
2. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 3. Use an ethernet cable instead of wireless connection
4. Click on the webcam icon and test camera before rejoin audio.
5. Restart your computer and rejoin the session.
Other users are unable to hear me.
1. Refresh your browser.
2. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 3. Use an ethernet cable instead of wireless connection
4. Click on the headphone icon and test mic and speakers before rejoin audio.
6. Quit any other programs that might be using your mic (Skype, Jabber).
7. Quit browser and log back in.
8. Restart computer (check that other programs like Skype or Jabber do not start automatically).
1. Refresh your browser.
2. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 3. Use an ethernet cable instead of wireless connection
4. Click on the headphone icon and test mic and speakers before rejoin audio.
6. Quit any other programs that might be using your mic (Skype, Jabber).
7. Quit browser and log back in.
8. Restart computer (check that other programs like Skype or Jabber do not start automatically).
I cannot hear anyone.
1. Refresh your browser.
2. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 3. Use an ethernet cable instead of wireless connection
4. Click on the headphone icon and test mic and speakers before rejoin audio.
5. Check the various locations where you can adjust volume on your computer (keyboard, headphones/speakers, etc.).
1. Refresh your browser.
2. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 3. Use an ethernet cable instead of wireless connection
4. Click on the headphone icon and test mic and speakers before rejoin audio.
5. Check the various locations where you can adjust volume on your computer (keyboard, headphones/speakers, etc.).
There is feedback or echo.
1. Wear headphones.
2. Refresh your browser.
3. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 4. Use an ethernet cable instead of wireless connection
5. Click on the headphone icon and test mic and speakers before rejoin audio.
6. Check the various locations where you can adjust volume on your computer (keyboard, headphones/speakers, etc.).
1. Wear headphones.
2. Refresh your browser.
3. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 4. Use an ethernet cable instead of wireless connection
5. Click on the headphone icon and test mic and speakers before rejoin audio.
6. Check the various locations where you can adjust volume on your computer (keyboard, headphones/speakers, etc.).
I cannot see others in the session.
1. Refresh your browser.
2. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 3. Use an ethernet cable instead of wireless connection
4. Click on the headphone icon and test mic and speakers before rejoin audio.
1. Refresh your browser.
2. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 3. Use an ethernet cable instead of wireless connection
4. Click on the headphone icon and test mic and speakers before rejoin audio.
My video is not working, or others are unable to see me.
1. Make sure you click the ALLOW button (in Chrome, there is a button at the top of the screen).
2. Refresh your browser.
3. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 4. Use an ethernet cable instead of wireless connection
5. Click on the headphone icon and test mic and speakers before rejoin audio.
6. Click on the webcam icon on the top left and test if self-video is working; select various camera options from the drop down menu.
7. Quit any other programs that might be using your webcam (Skype, Jabber).
8. Quit browser and log back in.
9. Restart computer (check that other programs like Skype or Jabber do not start automatically).
1. Make sure you click the ALLOW button (in Chrome, there is a button at the top of the screen).
2. Refresh your browser.
3. Test your bandwidth: www.bandwidthplace.com.
A minimum of 1 mbps upload and 1 mbps download are recommended. 4. Use an ethernet cable instead of wireless connection
5. Click on the headphone icon and test mic and speakers before rejoin audio.
6. Click on the webcam icon on the top left and test if self-video is working; select various camera options from the drop down menu.
7. Quit any other programs that might be using your webcam (Skype, Jabber).
8. Quit browser and log back in.
9. Restart computer (check that other programs like Skype or Jabber do not start automatically).
The screen or desktop share option is not working.
1. Only the instructor has this option unless they give it to you.
2. Make sure that you are not using the Chrome browser.
3. Make sure to install the most current flash and java.
4. Quit your browser and log back in using Firefox.
1. Only the instructor has this option unless they give it to you.
2. Make sure that you are not using the Chrome browser.
3. Make sure to install the most current flash and java.
4. Quit your browser and log back in using Firefox.
