Common Troubleshooting Solutions

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Outlines common solutions to browser, internet, and device issues. For Virtual Classroom specific troubleshooting solutions, click here. Be sure to review our Basic System Requirements as well.

Important

  • When using an iPhone or iPad that has the most recent iOS software update installed (v.13) for a Q&A Video Assignment, users will not be able to complete the Q&A Questions. When trying to record, users will see a black screen in the recorder space, and then all functionality will cease.
  • Impacted users will need to complete Q&A Video Assignments using an iOS device below v.13, or use another type of device such as a PC, Mac, etc. 
  • Our development team is currently investigating a solution to this issue, and we will remove this notification when a resolution is released. If you would like to receive updates regarding changes made to the article, you may Follow this article to receive notifications. 

As much as possible, try to submit your assignment prior to the due date to avoid last-minute technical issues.

  Browser Solutions

Use Supported Browsers
Our supported browsers are Chrome and Firefox. If one of these two is not working, try the other. For a full list of browser compatibility with our features, click here.
Allow Browser Permissions

Be sure to allow browser permissions. Within Chrome, sometimes the permissions window is off-screen, so you may need to move the browser window until you see it.

If your computer currently uses Mac OSX 10.15 “Catalina,” you need to explicitly allow your browsers to record your screen. This permission will only need to be accepted once.

  • When you open screensharing in Virtual Classroom, you will see a dialog like this one:
    Screen_Shot_2019-10-21_at_10.38.08_AM.png
  • Select “Open System Preferences"
  • In the menu on the left, scroll down and click on Screen Recording.
  • In the window on the right, make sure the box next to your browser is checked.
  • Quit and re-open your browser to apply the changes, and your system will now allow screenshare in Virtual Classroom.

Pro Tip

If you are experiencing issues with activating the Bongo recorder because the recorder is unable to access either the camera, microphone or screen-share, try using the Standalone Recorder! This will allow users to work around browser permission issues when accessing Bongo through an embedded environment.

standalone_recorder.png

Close Other Tabs/Applications/Plugins/Extensions
Another tab or application may have access to your camera/mic. A plugin or browser extension may also interfere with webcam/mic access. We recommend closing all other tabs and applications, then disabling all plugins/extensions if needed.
Enable Cookies
If you are accessing Bongo (formerly YouSeeU) within a Learning Management System (Canvas, Moodle, Blackboard, etc), make sure cookies are enabled. In order for an external tool like Bongo to be accessed in an LMS, this is necessary. Click here for instructions. 
Clear Cache/Cookies
Try clearing cache/cookies and restarting browser. Click here for browser-specific instructions. This does not disable cookies.
Enable Chrome Extension for Desktop Share
In order to share your screen within a Virtual Classroom meeting while using Chrome, you will need to add our screenshare extension. You will also need to add our screenshare extension if you are using Chrome version 71 or less to share your screen within a Video Assignment. Click here for more instructions. 

  Internet Solutions

Change Internet Connection
If you experience issues while participating in Virtual Classroom or uploading/recording, use a different Internet connection. Some internet connections are unstable and lead to more frequent errors. Click here to view minimum internet speed.
Configure Firewalls
If you are experiencing issues in Virtual Classroom, there may be needed firewall changes. Click here to see the required firewall ports for Virtual Classroom. 

  Device Solutions

Restart Device
Restart your device, open your browser to ensure you have an internet connection, and re-enter Bongo (formerly YouSeeU). This fresh start helps clear out conflicts from other programs.
Launch Task Manager/Activity Monitor
Open the Task Manager (Windows) or Activity Monitor (Mac) to check overall CPU usage, memory usage, and other usage. If CPU usage or memory usage is more than 70%, you may need to close other windows/applications for optimal audio/video performance.
Search Device-Specific Issues
For device-specific issues (Mac, PC, Dell, iPhone, Android, etc), try searching for troubleshooting sites for those devices.

If you are still experiencing issues, you can Submit a request.

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