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.

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, Firefox or the newest version of Microsoft Edge (Chromium). If one is not working, try another. 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. mceclip6.png

 Also, you may need to adjust the permissions settings within your browser for the camera or microphone. 

  • For Chrome, in Settings > Privacy and Security > Site Settings, select Camera or Microphone. Set the default camera or microphone you want to use in the dropdown selector. You will need to reshare your webcam or audio for the correct device to be used.
  • For Firefox, you select the camera and microphone when sharing. If you did not select "remember setting" during the share, just unshare your webcam or microphone and reshare using the correct webcam or microphone. If you selected the remember setting, you will need to change that by going into Preferences, and Privacy & Security. Under Permissions, select Camera or Microphone settings.  This will show the websites that have requested your camera or microphone. You will need to remove the Bongo server with the wrong camera/microphone, and then go back and reshare your webcam or audio 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 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.

  System Privacy Solutions

Mac System Preferences
Within System Preferences > Security & Privacy: Privacy tab, You will need to allow your browser application access to your Microphone, Camera and Screen Recording (for Screen Share in Virtual Classroom). E.g. for access to the camera. mceclip1.png

If your computer currently uses Mac OSX 10.15 “Catalina,” you need to explicitly allow your browsers to record your screen in order to use Screen Share in Virtual Classroom. 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.
PC Windows Settings
Within Windows Settings > Privacy: App permissions, you will need to allow apps to access your Camera and Microphone. E.g. for access the camera. mceclip2.png

  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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