Student
Support and Troubleshooting Tips
Students
with Wimba-related questions should be directed to Wimba's 24X7
Technical Support Center. The contact information to Wimba is
listed below.
- By Phone: 866.350.4978
(US & Canada)
- By e-mail: technicalsupport@wimba.com
In addition, a technical support page for common questions can
be accessed www.wimba.com/technicalsupport
Testing
Equipment – Prior
to Class or Meeting
Typically you will be prompted to test your equipment prior to
entering your Wimba Live Classroom for the first time, using the
Setup Wizard.
If the Wimba Live Classroom fails to setup properly:
• Check out the
Wimba Support Center page on the web at: http://www.wimba.com/technicalsupport/
• Check out the Tech Knowledge Base at http://www.wimba.com/technicalsupport/ . Click on the file folder, labeled Live Classroom in the column
on the left.
• Call the Wimba Help Desk (24/7 support) at 866.350.4978
• E-mail your questions or problem to technicalsupport@wimba.com.
Troubleshooting
Tips:
• Make sure all
Pop-Up Blockers are turned off as well as any Google or Yahoo
Toolbars. Make sure Internet Security is not
causing problems. If experiencing problems with pop-up blockers
check this helpful hint website: http://www.ag.ndsu.nodak.edu/media/wimba/popup/index.html
• Close all other applications including other browsers.
• Connectivity signals can change during the broadcast and you may
experience drop out.
• For best results, do not use wireless during a Live Classroom session.
If wireless is your only option, sit as close to your access point
as possible. Mute when not speaking. Use it in a closed area without
other background noises.
• If Wimba Live Classroom does not run properly in one browser try
another, for example, switch from Internet Explorer to Firefox.
• Some cameras will interfere with audio. You can leave the camera
on, but click the Options button and choose the proper audio input
option for your headset microphone. This will disable the camera
microphone and/or built-in computer microphone.
• Make sure your microphone is not muted. You could also
check your Volume under Sound and Audio Devices in your computer’s
Control Panel to ensure that Mute button is not checked there as
well.
During
a Class:
If you are experiencing
audio problems with your headset, here are a few options.
1. Exit out of the room into the Lobby. Unplug your headset, plug
it in again and enter the Wimba Room.
2. If you are still experiencing audio problems, another option
is to dial in to the event. Click on the phone icon for the phone
number and access code for your specific class or event.
This is not
a toll free service and you will be billed for any applicable
long distance charges by your phone carrier
Frequently Asked Questions
For questions regarding presentation features and technical issues
go to:
http://www.wimba.com/webhelp/v5_0/LCParticipantGuide/LC_ParticipantGuide.htm
Some of the more common questions are listed below:
1.
Why can’t
I send chat messages?
Your presenter has disabled chat abilities. You can always send
private messages to your presenter.
2. Can I download the presentation slides to my computer?
No. You must either ask your presenter to e-mail you the presentation
materials or if the presentation has been archived you can review
them then. Or the instructor/presenter may have posted them on
a course website or class management system.
3.
This message has appeared on my screen for the past few minutes: “One
moment please. Loading…”
If you have not run and passed all the tests in the Live Classroom
Setup Wizard, close the interface and run the Wizard for further
troubleshooting. If you have already run and passed all tests in
the Wizard, close the interface and try logging in again.
4. I do not hear audio, even though the presentation has started.
• Close the interface and run the Wizard for further troubleshooting.
If you have already run the Wizard set up and passed, then
check on the following:
•
Ensure that Wimba Media has connected by viewing the triangular “hat” atop
the NetStats Indicator. If you do not see the hat, you were
unable to connect. You will not have the ability to send
or receive
audio. 
• If
you should ever lose your connection, you may be able to re-launch
by clicking
the Options Menu and selecting the Reconnect
Media. This will restore your connection to presentation media.
5. I lost my audio during the middle of the presentation
Click the Lobby button, to go back out to the lobby area. Then
rejoin the presentation by clicking the link for your class or
presentation.
Make sure your speakers and headphones are still plugged into
your computer.
You may need to exit entirely out of the event, shut down your
computer and reboot. Then enter the event again.
6. Other users cannot hear me when I speak into my microphone.
a. Ensure that you are holding the Ctrl (control) key and clicking
the Talk button when speaking.
It will turn yellow when you do.
b. Ensure that you have speaking privileges. You can see the icon
enabled next to your name.
• Ensure that
your hardware and volume settings are correct.
• Ensure that your microphone is correctly plugged into the computer.
• If you should lose your connection to Wimba, you can re-launch
it by clicking the Options Menu and selecting Reconnect Media.
This will restore your connection to the presentation.
7. The slides on my screen are not changing.
Your browser most likely needs to be refreshed. Click the Lobby
button and re-join the presentation by clicking the link for
your class or presentation. If you are connected via a dial up
modem, you may need to wait until the slides load completely
on your computer.
8. An archived presentation will not start.
You may not have the appropriate media plugin and or configuration
to view the archive. Close the interface and run the Wizard for
further troubleshooting.
Source: Wimba Live Classroom Participant Guide http://www.wimba.com/webhelp/v5_0/LCParticipantGuide/LC_ParticipantGuide.htm
Updated 01-08-08
