Learning Enhancement Center at Mesa Community College

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Flash Chatroom Troubleshooting:

Troubleshooting the installation
Troubleshooting Login and Access to the Chatroom
Troubleshooting Chat text messaging
Troubleshooting the Whiteboard
Troubleshooting Audio
For Further Assistance

Troubleshooting the Flash Player installation

Verify the system requirements for the Flash Player match your computer system

Due to the architecture of the browser, current versions of AOL browser for Macintosh do not currently support Macromedia Flash Player 6+

Netscape 6 users: Macromedia recommends updating to at least version 6.2 or higher. Though Netscape 4.x is supported, Netscape 6.1 and 6.0 are not supported.

Permissions

Your permissions may not allow you to install plug-ins. If you are logged in on a public computer that has security to prevent you from installing software on it, you may not be able to install and update the Flash Player.

Make sure you have the latest version of your Internet browser

Installing a new browser can often repair issues with browser installations, and newer browsers may also offer improved security. You can check for available versions of Microsoft Internet Explorer, Netscape Navigator/Communicator, and America Online at their Web sites:
Microsoft Internet Explorer
Netscape Navigator
America Online

Verify Flash Player 6 or 7 is installed

Go to the Download Center website: http://www.macromedia.com/shockwave/download/triggerpages_mmcom/flash.html If installed correctly, the version number will show up as 6 or 7. If you have a previous version of the Flash Player installed, you will need to reinstall and upgrade to a newer version.

Reinstall the Flash Player

A version of Macromedia Flash Player is pre-installed with most popular Internet browsers. Sometimes, problems with a Flash Player that's already installed can prevent your upgrading to the latest player.

Try to uninstall the Flash Player http://www.macromedia.com/support/flash/ts/documents/playerfaq.htm#remove

Download and reinstall the Flash Player

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Troubleshooting Login and Access to the Chatroom

Unable to Login – Access Denied Errors

Check the tutoring hours to see that it is the correct day and time for a chat session: http://www.mc.maricopa.edu/library/LE/online_tutor/

If you have not created an MCC username and password yet, create one at https://www.mc.maricopa.edu/apps/mymcc/CreateAccount.jsp

If you’ve forgotten your password, retrieve it at https://www.mc.maricopa.edu/apps/mymcc/ForgotPasswd.jsp

If you’ve forgotten your MCC username, retrieve it by calling the MCC Help Desk at 480-461-7217

Unable to View the Online Tutoring Chatroom

Check your Flash Player installation and verify you have the Flash Player version 6 or 7

Refresh / Clear your Internet browser Cache

Internet Explorer (PC)
o Select the Tools menu at the top of Internet Explorer, select Internet Options
o Click on the General Tab
o Click on the “Delete Files” button and make sure “Delete all offline content” is check marked, click OK
o Close Internet Explorer and reopen it

Internet Explorer (Mac)
o Select the Explorer menu or Edit menu at the top of Internet Explorer and select Preferences
o Click on Advanced
o Click on the Empty Now button

Netscape
o Select the Edit menu at the top of Netscape, select Preferences
o Click the + symbol next to Advanced so that the list expands, click on Cache
o Click the “Clear Memory Cache” and “Clear Disk Cache” buttons
o Close Netscape and reopen it

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Troubleshooting Chat Messaging

Unable to Post or View Messages in the Chatroom

Check the Connection Light in the chatroom to see if you are connected or if there is a delay in the connection. The Connection Light should be Green when connected and Red or Yellow when not connected or when it has an unstable connection. If the Connection Light is solid red and does not change, click on the Logout button and login again.

Close your Internet browser and open it back up and login again, sometimes a break in the Internet connection will disconnect you from the chatroom and you need to close your browser and reopen it.

Clear your Internet browser cache

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Troubleshooting the Whiteboard

Unable to Write or View Writing on the Whiteboard

Ask others in the chatroom and see if they are having a similar technical problem

Check the Connection Light in the chatroom to see if you are connected or if there is a delay in the connection. The Connection Light should be Green when connected and Red or Yellow when not connected or when it has an unstable connection. If the Connection Light is solid red and does not change, click on the Logout button and login again.

Close your Internet browser and open it back up and login again, sometimes a break in the Internet connection will disconnect you from the chatroom, and you need to close your browser and reopen it.

Clear your Internet browser cache

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Troubleshooting Audio

Unable to Hear Audio

Check your speakers to see that they are on and that the volume is turned up

Check your audio output settings to be sure that the volume is not muted
o On a PC, select the Start button, select Settings, select Control Panel, open Sounds and Multimedia, click on the Audio tab at the top, click the Volume button under Sound Playback and check to see that nothing is muted and that the volume levels are sufficient

o On a Macintosh, go to your Sound Settings and select the Output tab, make sure that the Mute is not checked and that the volume level is sufficient. The Sound Settings panel is found under the Apple, either under Control Panels-> Sound or under System Preferences->Sound

Unable to Send Audio

Check Flash Player Security settings

Right click with your mouse on top of the chatroom login page or if on a Macintosh hold the Ctrl Key on the keyboard and click with your mouse on top of the login page

Select Settings from the popup menu that appears

Select the button next to Allow and checkmark the box next to Remember, this will allow the Flash Player to access your microphone and speakers.

Click on the Microphone button

If your microphone is installed correctly it will appear in the list, adjust the Volume to be sufficiently high.

Check your Microphone Settings

On a PC, select the Start button, select Settings, select Control Panel, open Sounds and Multimedia, click on the Audio tab at the top, click the Volume button under Sound Recording and check to see that nothing is muted and that the volume levels are sufficient.
On a Macintosh, go to your Sound Settings and select the Input tab, make sure that the Mute is not checked and that the volume level is sufficient. The Sound Settings panel is found under the Apple, either under Control Panels-> Sound or under System Preferences->Sound

For Further Assistance

If you still need help with installation or use of online tutoring, please send an email to onlinemathtutor@mcmail.maricopa.edu or call 480-654-7735 to leave a voice mail message.

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480-461-7678 for comments/corrections - email: askatutor for academic assistance