Students | How to use EIT Online

Virtual Classroom connectivity issues

  • Known issues
  • Classroom not connecting
  • No sound
  • Intermittent sound
  • Classroom keeps stopping or disconnects

Known issues with Internet Browsers or Operating Systems

We recommend connecting from a laptop or desktop PC rather than tablets or smart-phones. Internet Explorer 9 or Mozilla Firefox browsers are recommended for use with Adobe Connect.

Google Chrome

Currently the Google Chrome browser will connect to Adobe Connect classrooms but the Adobe Connect Add-In will not install properly when running through the Audio Setup Wizard. The Adobe Connect Add-In adds functionality needed to share your screen. If you are only listening to a course coordinator, watching a presentation, using the Chat pod or connecting your microphone you could still use Google Chrome for these basic functions.

Internet Explorer 10  

Sometimes IE10 installed on Windows 7 machines (see below if using Windows 8) states that it needs Flash Player 10.1 or newer when trying to login to a classroom. It prompts you to download the latest version of Flash Player. Once the new version is installed successfully the classroom still comes up with the same message that Flash Player is out of date. In this case its best to use a different browser like Mozilla FireFox instead.

Windows RT

Windows RT operating system currently does not work well if at all with Adobe Connect 8. Windows RT is a new Windows-based operating system that's optimized for thin and light PCs that have extended battery life. Windows RT only runs built-in apps or apps that you download from the Windows Store. From what Microsoft have said you might be able to connect to the classroom but the Adobe Connect Add-In will not install and microphones and web-cams will not work. If you have a Windows RT device you may need to use a different computer to connect from.

Windows 8

Windows 8 operating system has connection issues with Adobe Connect. Adobe Connect will connect if it is run in Classic Desktop mode. To run in desktop mode click on this link to view an article on how to swap between the two different modes available.

Classroom not connecting

Sometimes people connecting from a business network or their place of work have trouble getting a classroom to open. This is because firewall restrictions are in place within their network that prevent the classroom from connecting properly. Symptoms are that the classroom login page displays just fine but once the login details are entered the window stays on a page that says Connecting..... but the classroom never opens. IT support person/people for that business would need to check/open ports on their firewall to fix the issue. 

No sound

Always connect your headset or sound devices before you enter the classroom.

If you are required to use a microphone in the classroom to talk then you need to get your audio working. If the usual process of connecting your audio (outlined in the 'Preparing for a virtual classroom' page) doesn't work one of the best options is to make sure your headset is plugged in (check the plugs are all the way in) then restart your computer and connect back up again. Often people plug headsets in after they enter the classroom and this often is the reason for sound problems. This sound troubleshooting link might help. 

Intermittent sound

One of the first signs that your connection speed is too slow is the audio will be intermittent and may start to cut out completely. Often it is reported as sounding like running water. Always ask in the chat pod if others think the sound is cutting out. If the sound is intermittent for everyone it will probably be the connection speed of the current speaker that is affecting the sound. If it is just you that is having trouble hearing a constant stream of audio then it will most likely be your connection. If its your connection then look at the bullet point suggestions under the next heading below for ideas to improve your connection stability and/or speed.

Classroom keeps stopping or disconnects

If your classroom stops working during a presentation this can be caused by poor bandwidth (slow connection speed).

If the classroom closes down and a message states you have been disconnected you should refresh your browser page and the classroom should connect back up again. If you get disconnected several times this is a clear sign there is a connectivity speed or consistency issue. If its only you that is being disconnected then your computer is not able to maintain a good reliable connection speed so you need to investigate the steps outlined below or wait for your course coordinator to post a recording of the session (if it was being recorded). If everyone is being disconnected at the same time it is network issues in EIT's network. Most often everyone will be commenting in the chat pod about the event once they reconnect if its EIT's network. Although this doesn't happen very often there is little you can do if EIT's network is experiencing issues. Contact the EIT helpdesk ITSupport@eit.ac.nz if everyone is being disconnected from a classroom.

Things that you can do to try and help improve your connection speed:

  • If you have your web-cam displaying in the classroom then disconnect it
  • Mute your microphone (if you are not the presenter)
  • Close any other applications open on your computer (Email, Word etc)
  • Pause any background tasks such as backups, downloads or applications that are syncing (such as Dropbox or Windows Update etc)
  • Close all Internet browser pages you are not using as part of the classroom

Other things you can try if you still have trouble:

  • Turn off other unused devices using your Internet connection like other computers or smart-phones
  • Move closer to your wireless router if using wireless to get the best signal strength possible
  • Connect to your router via a network cable if using wireless (often a network cable will give you a more reliable connection speed)

Remember that many sessions are recorded so if you have trouble connecting its often not the end of the world as you can watch the recording afterwards (if you course coordinator records the sessions)