Teaching and Learning Supports for North Island College Instructors
 
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Common Access Issues

Technology Troubleshooting: For Instructors and Students

This page outlines some of the common access issues with learning technologies along with solutions. These issues fall under two main areas: browser-based learning technologies and app-based learning technologies. Scroll below to see if your issue is listed along with possible solution.

Browser-Based Learning Technologies

Examples: Brightspace, Kaltura MediaSpace, Kaltura Virtual Classroom
Access Issue Possible Solutions
“Access Denied”

(e.g., can’t get into the link for Kaltura Virtual Classroom, Kaltura My Media in Brightspace etc.)

  • Do a Tech Check: Do a tech check to allow the platform to assess your system and provide feedback on the status of your computer.
  • Use Chrome as Your Browser: switch to Chrome browser as itis the browser of choice for many platforms NIC uses
  • Ensure Chrome Browser Version is Very Current: ensure Chrome Browser is up to date
    • NIC laptops – updates not automatic, instead delete and download new version of Chrome
    • Personal computers – updates should be automatic, check for any pending updates
  • Enable Third-Partry Cookies: the integration of textbooks, Kaltura and other tools in Brightspace are called “third party” and as such need to be enabled on your browser to function successfully
  • Allow for Other Third-Party Settings:  Explore your browser’s settings to ensure that ad-blockers, media blockers, privacy blockers are enabled to allow for third-party access for just the platform you are wanting access
  • Switch to Private Viewing Mode: switch to a private browser viewing mode (see all browsers) to be in a mode that doesn’t know of any past browsing history and may provide a temporary solution before you update/download browser
  • Wired Connection: Be on a wired internet connection (more mpbs may allow for a stronger connection to display media)
“We blocked this for you”

(e.g., after inserting video embed code a message that the media is blocked in Brightspace)

  • Allow Media: Choose “Allow” or “Yes” to allow Brightspace to display media
  • Disable Browser-Blocked Third-Party Settings:  Explore your browser’s settings to ensure that ad-blockers, media blockers, privacy blockers are enabled to allow for third-party access for just the platform you are wanting access
  • Do a Tech Check: Do a tech check to allow the platform to assess your system and provide feedback on the status of your comptuer.
Brightspace: “Your browser is looking a little retro”

(e.g., you have logged into Brightspace and see this message)

Can’t hear or see people in Kaltura Virtual Classroom

(e.g., you have the wrong camera, speakers or microphone selected and it is preventing your ability to participate)

  • Do a Tech Check: Do a tech check to allow the platform to assess your system and provide feedback on the status of your comptuer.
  • Use Chrome as Your Browser: switch to Chrome browser as itis the browser of choice for many platforms NIC uses
  • Device Connection: Before you join the room, via the “Choose Your Devices” pop-up window ensure you have selected your accurate microphone, camera and speakers
  • Wired Connection: Be on a wired internet connection (more mpbs may allow for a stronger connection to display media)

 

App-Based Learning Technologies

Examples: BlueJeans App, Kaltura Capture App
Access Issues  Possible Solutions
BlueJeans: Unable to see, use or access a tool or feature, unable to access the meeting or classroom
  • Do a BlueJeans Tech Check
  • Use BlueJeans App
    • BlueJeans can be accessed via the browser or their app – the app provides a more streamlined and consistent experience with instructor and classmates
    • Download the BlueJeans App
  • Ensure Have Latest App
    • You may have the app but it might not be updating (automatically) as it should be doing. Delete and download the latest BlueJeans App
  • Wired Connection: Be on a wired internet connection (more mpbs may allow for a stronger connection to display media)
BlueJeans: Freezing, crash or inability of instructors or students to use whiteboard (Collab Board) tool
  • Do a BlueJeans Tech Check
  • Use BlueJeans App
    • BlueJeans can be accessed via the browser or their app – the app provides a more streamlined and consistent experience with instructor and classmates
    • Download the BlueJeans App
  • Wired Connection: Be on a wired internet connection (more mpbs may allow for a stronger connection to display media)
BlueJeans: Instructors see message “Contact Administrator”
  • Access Via BCNET URL
    • Access BlueJeans via https://bcnet.bluejeans.com
    • Enter email and personal password (NOT NIC password) to access your online BlueJeans environment for scheduling and starting a meeting
Kaltura Capture: Videos are not showing up in Brightspace Kaltura My Media
  • Delete old Version
    • Delete Blackboard Learn version and download Kaltura Capture version fround within Brightspace under Add New
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