TECHNICAL SUPPORT

A. General Issues FAQs


Please make sure the latest Windows updates or Mac updates (for Windows & Mac users respectively) have been installed. We do not recommend using Microsoft Edge as this browser is not fully supported on our platform. Instead please use Chrome or Firefox (for Windows) and that you have updated your operating system (macOS 10.13 or later) and you use Safari 11 or later (for Mac users).
 
If you are using the appropriate Operating System and Browser versions, here are some general fixes for many common issues:  

  • Temporarily clear your settings: Our browsers store a lot of information about the websites we access so that they don’t have to fetch them again every time we visit a website. Sometimes we need to clean out this information to make room for new settings, such as those used in our lesson space. Fortunately, it is easy to do this. All you need to do is open a new ‘private’ or ‘incognito’ window. That’s it! Once open log back in to HighqEdu and continue as you were.

  • Restarting your Computer: How can restarting help? Our computers do everything these days! Watch a movie (or Netflix). Video call someone on Skype. Chat to someone through WhatsApp. Call someone through Facebook. All these actions create a burden on the computer’s hardware, such as the Camera and Microphone. They are asked to do too many things at once and need a break! That’s where a restart comes in. Restarting your computer clears all these commands from something called the RAM. This means they start afresh ready to handle whatever the hardware needs to do – in this case have an online lesson!

 

Technical Support

1. Connection Issues (“My connection is unstable/ keeps dropping”)
Connection issues are some of the most frequent technical issues that both tutors and parents/students experience on Highqedu. To resolve most connection issues, please see below:
  • We recommend where possible to use a wired connection using an Ethernet cable plugged directly into your router for the best connection possible. First, let’s start by checking your internet speed.Click : https://www.speedtest.net/
  • If your download / upload speeds are less than 2Mbps you may not be able to use the lesson space effectively and may experience lagging / delays. Sometimes the test may show high speed but also high latency, i.e. there is a delay in the communication. This is measured by the so-called ping. If ping is higher than 50, you may experience some issues with the online lesson space. A value of 100 and above would certainly cause such issues.

  • To minimise network issues, have a look at the following quick guide:

  • Please make sure you are as close to your wireless router as possible – ideally in the same room. Big obstructions in the way between your router and computer such as thick concrete walls can seriously weaken the signal. Some large home appliances such as fridges and microwave ovens can also disrupt the WiFi signal as they emit electromagnetic frequencies close to those of the wireless signal from your router.
  • Please make sure that your router is not located near any such appliances.
  • If possible, please use an Ethernet cable between your computer and router. This will eliminate most connectivity issues and will minimise the risk of disruptions to your online session.
  • Ensure that other internet users are not streaming or downloading large files, like catching up on their favourite shows on Netflix or YouTube.
  • Consider upgrading your wireless router. If it is older than 3-4 years, it may be a good idea to replace it. You can contact your internet service provider to ask them if they can send you a new one. Alternatively, you can buy one yourself.
  • Consider upgrading your broadband plan with your internet service provider.
  • As a last resort you can turn off the video stream.
2. Sound or Camera Issues (“My camera and/or microphone are not working on Mac”/ “My camera/microphone not recognized by browser”)

On a Mac, Go to System Preferences and select Flash Player (it should be at the bottom of the window). Then from the tabs on top select Camera and Mic and then there should be a white button saying, “Camera and Microphone settings by site”. Click on it and this should open a new dialog box. At the bottom left corner of this new dialog box, click on the + to add a new whitelisted website. In the “Website Domain” field type “www.highqedu.com” and under “When this site wants to use camera or mic” select “Allow” from the drop-down list.

    1. If your browser will not recognise the microphone or camera, there are several things you can check:

  • Make sure you use headphones: Not only is this going to improve the audio quality and resolve any issues with echo, but it will also mean that your computer will know which microphone to use. This is especially true if you have used multiple microphones in the past. When you plug in your headphones, your computer will automatically select to use their microphone as default.It could also be because one or both users is using iPhone headphones with a Mac. The echo is caused by the way the iPhone headphones are wired. Switching to another pair of headphones will solve this issue.
  • Check if your camera and headphones are working : You can test them in other apps such as Skype or FaceTime to see if your camera is working correctly. Skype also has a test call where you can see if your headphones and microphone are working correctly.
  • 2. Check that you allow your browser to access the microphone and camera, by following these steps:

  • For Chrome: Go to the menu(three vertical dots located in the upper right corner of Chrome) and then select “Settings” which is towards the end of the drop-down menu. Then type “content” in the search bar on top and click on “Content Settings” from the list of results. There you would see “Camera” and “Microphone” listed. Click on each of them and make sure that the correct device to be used is selected from the drop-down menu. Also make sure that the status of the microphone is “Ask before accessing” and the toggle switch to the right is blue. Do the same for the camera.
  • For Firefox: Go to menu at the upper right corner and then select “Options”. Then select “Privacy&Security” from the left-hand side and scroll down to Camera and Microphone. When you click on either of them, a dialog box will open. At the bottom of this box there’s a checkbox saying “Block new requests asking to access your camera/microphone” – make sure that this is unticked.
3. What are HighqEdu’s system requirements?

HighqEdu runs on any Flash compatible platform which includes most versions of Windows, Mac, Linux and even some versions of Solaris. Read about specific Flash Player system requirements. The latest version of Flash Player is recommended and most modern browsers already ship with Flash built-in. Our browsers of choice are Chrome and Firefox. The minimum version of Flash Player required to run highqedu is currently Flash Player 11.1.0.

4. Why do I receive the message ‘Error: upload failed’?

Sometimes a PDF file or Office document fails to convert. The reason for this can be varied; in the case of PDF files it may be that the file has security restrictions, printing disabled or a password in place. In those cases the conversion can fail, resulting in a slightly in-descriptive ‘Error: upload failed’ error.Sometimes it is possible to re-save the file without the restrictions in place. When it comes to Office file formats such as DOCX then it may help to save as DOC or PDF.

5. What bandwidth requirements does Highqedu have?
  • Highqedu’s bandwidth requirements are surprisingly moderate and highqedu will therefore work fine on most consumer grade broadband connections which means a minimum upload speed of 256kbp/s and a minimum download speed of 512kbp/s.
  • However we recommend a minimum of 512kbp/s upload speed and 1-2mbit/s download speed for a good experience. As a rule of thumb: the more bandwidth, the better
  • The highqedu application itself can require a download of 2-3 MB upon first visit, but will only require a 500KB download on subsequent visits, and even less if your browser settings allow caching of content.
6. Do I need a headset with a microphone?

If you do not use a headset the sound that comes through your speakers will feed back into the microphone and the user at the other end will get an echo. If you are unable to find a headset with a microphone the lesson space will still work just fine so long as you use a pair of normal headphones to stop the sound feeding back to the other user.

7. I want to use a Cintiq stylus as an input device. Will it work?

We’ve not used the Cintiq pens ourselves and cannot comment at this point. Let us know if it works for you. We have tried the Intuos Wacom stylus pen and this worked well. Some users have reported good results with the Trust tablet (http://amzn.to/1fuLNAa). Note that this is supported only on Windows only.

8. Will firewalls stop me using the lesson space?

The new lesson space opens a TCP/IP connection to port 9175 on the server. Most home firewalls (including the built-in Windows firewall) do not block outgoing connections, so you should not normally have any problems.


Virtual Classroom FAQ’s

Can I use a stylus pen such as a Wacom tablet with Scribblar?

Yes, absolutely. On Mac computers these pens usually work out of the box. On Windows computers they sometimes require some changes to the settings. Read on to find out more. When the option “press and hold” for right click is activated in Windows 7 (pen and touch settings) the cursor always hangs for the first second of drawing a line – it appears to “wait” for the right click; this can be observed by a small circle appearing at that moment.

Drawing short lines very fast will fail that way. You can fix this by disabling this option to produce a really smooth writing. Even hitting the tablet with the pen very quickly produces a point or short stroke, just as you would expect. This setting can be found under Control Panel > Hardware and Sound > Pen and Touch Input > Pen Options

Does Highqedu support different user roles and what are they?

Highqedu users are logged onto a room under a specific role which includes Participant, Moderator and Admin. Each role gives that user certain default capabilities when that user enters a Highqedu room.These roles are as follows. (see image below)

1. Guest (role 10)

No access to any tools including chat, audio or any other tools. The user has a kind of ‘watch mode’ until an Admin grants permission by clicking the icons next to the user’s name or upgrading their role.

2. Participant (role 20)

Like a Guest this role has no access to any tools, audio or any other tools. Access to text chat.

3. Participant (role 30)

No access to audio when entering the room. Has access to the chat and board, access to all drawing tools on the right but only limited access to the top toolbar (can only access the 8 left-most buttons plus the pointer). Full access to assets tab.

4. Participant (role 40)

Same as Participant 30 but access to audio and all of the top toolbar apart from clear page and clear all pages.

5. Moderator (role 50)

Same as Participant 40 but access to all of the top toolbar tools.

6. Admin (role 100)

Same as Moderator but can also toggle access to chat, board and audio to/from users by clicking icons next to their names in the userlist (see image below).
Can also promote/demote users from role to role during a session and can kick users out of a room (kicking is available on paid plans only).

How can I extend the canvas area of the whiteboard?

Scrollbars will appear automatically if the whiteboard mode is set to ‘scrolling’ and the content on the board exceeds the visible area of the board. To extend the whiteboard area and to ‘make it bigger’ you can simply drag any object on the board downwards or to the right.

How can I remove someone out of my room?

If you are the room owner and are showing up in the userlist under the Admin role then you can kick out any user by clicking the little ‘x’ symbol next to their username/avatar.

How do I change the line thickness?

Once you have selected a tool you can change the line thickness from the context menu that pops out. See this animated guide for more details.

How do I lock an image or object on the board to avoid it being moved?

Once you have added your image use the Select tool (black arrow) to select it. Notice the context menu that pops out from the right-hand toolbar. Click the small lock to lock the image or object. To unlock select it again and click the lock once more. The shape is now unlocked and can be moved or deleted.

How do I navigate my document?

Each page of your document will save as a separate page on the lesson space. Use the ‘Page’ navigation at the bottom of the screen to jump from page to page.

How do I save my work?

You can save your work using the ‘Save’ button and select either the page you’re on or the entire document. We recommend doing this to make sure you don’t lose any notes or mark-ups.

How do I set up my microphone and audio for HighQ room?

It should also be noted that some computers can only access one audio source at a time. This means that if another application (such as Skype for example) is accessing your microphone then highqedu’s audio may not work. Please close other applications if possible.

How do I share documents in the lesson space/ How do I upload files to my HighQ room?

You can share documents with your tutor/student in the lesson space, making it easy to mark up past papers, worksheets and essays. The best format for documents is PDF, but office files are also accepted (Word, Powerpoint etc.). Remember that you can copy and paste images directly onto the lesson space using Ctrl+V.

Uploading files is easy. Just click on the assets tab next to the user list, then click the + button at the bottom to open the upload dialogue. Click ‘browse’ to open your system’s file explorer and select the file you want to upload.

When uploading multiple page documents, you will need to click on the + sign in the lower left corner to make the other pages appear.

How to add a document: You can drag and drop a file directly onto the lesson space. Alternatively, click ‘Add File’ on the top left of the lesson space menu. Select the file you need, and it should appear on the lesson space. If the file does not load immediately, click on the ‘Load’ button and select the file you need from the drop down.

How do I use Skype with Scribblar?

You can use highqedu simply alongside a Skype call, or if you and other users supply their Skype name as part of their highqedu account then a Skype icon will show up inside the highqedu room next to their username. Clicking on that Skype icon will initiate a Skype call to that user. Note that you cannot start a call to yourself to clicking on your own icon won’t work.

I am facing difficulties uploading a document?

You might be encountering this problem due to the size of the document file or the type of file you are trying to upload. For resumes, the maximum upload size is 2MB and the types of files accepted are docx, rtf, pdf, doc. Similarly, please check the respective fields for information regarding the type of files that are supported and the maximum upload size, this information can be found below the respective fields. In the event that your documents are saved in a different format, please convert the document to a format that is supported and try to upload the file again.

Troubleshooting during the Lesson/ Session

The following will hopefully cover the main problems that occur before and during a session.

i. Prior to the session

    ‘I can’t find my link’

  • If a tutor is unable to enter the online lesson space because they do not have their interview link:
  • Resend the link from the tutor’s NED page, and ensure the correct date is selected
  • Ask the tutor to check their university email, or their junk folder
  • ‘The online lesson space isn’t loading’

  • Ensure the tutor’s laptop/computer is connected to the internet
  • Move closer to the router
  • Connect to the internet using an Ethernet cable

ii. During the session

    General Solutions

    These solutions often solve most problems:

  • Log out and back into the lesson space (make sure that the page refreshes)
  • On Apple – use Firefox
  • On Windows – use Chrome or Firefox
  • Restart the computer
  • Audio Problems – sound not working

  • Is the mic turned up? Check that your microphone is turned up (and not muted)
  • Is the mic allowed access (top right hand corner – click on the camera icon and ‘allow access’)?
  • Is the mic configured for use in the lesson space? – this can be checked in Control Panel (on Windows) and System Preferences (on Mac)
  • Audio Problems – feedback loop/echo

    Who is experiencing the echo? If you can hear your own voice repeated back to you, then the problem is at the other end.

  • Make sure both sides(student and tutor) have headphones connected
  • Are they using Apple headphones with a Mac? – if so, change headphones.
  • Is the lesson space open in two tabs?
  • Video Problems

    Who can see who? It is generally a problem on the end of the person who is not broadcasting video

  • Is there a webcam built into the laptop, or is it an external webcam?
  • Did the video work in the setup test?
  • Is their video allowed access (top right hand corner – click on the camera icon and ‘allow access’)?
  • If there is a delay, it may be that you do not have adequate internet speed. Try to move closer to the router or turn off other streaming services?
  • If the video freezes and then comes through in short bursts – try to move closer to the router or turn off other streaming services?
  • If possible, connect to the internet using an ethernet cable for both delayed video and frozen video feeds. This will help to strengthen internet speed.
What do I need to use the online lesson space?

You can run the online lesson space directly from your laptop, desktop or tablet. If you are using a tablet, please see the instructions on how to download the app. Here is a checklist to ensure that you are ready for your first session.

You will need:

1. Headphones with a microphone (like those you may use with your phone)
     Please note: using apple earphones on a Mac may cause an echo.

2. A reasonable broadband connection.

  • We recommend using a wired connection if possible.
  • Guidance – 2MB/s upload and download speed.
  • You can check your internet speed here: http://www.speedtest.net/

3. Use Google Chrome or Firefox as your browser. If you are on a Mac, please use Firefox.
     Our lesson space is not compatible with Edge, Internet Explorer or Safari on any devices.

4. A working webcam
     This is not essentialbut will mean the best interaction possible with your tutor. The webcam is compulsory for all tutors.

5. Optional but recommended – A writing tablet

Writing tablets allow both tutors and students to use handwriting on the lesson space, and mimics sharing a piece of work between student and tutor. These can be purchased from around £20 on websites like Amazon. Browse writing tablets on Amazon

Although we do not recommend a specific tablet, our tutors mainly use one of two Huion tablets as they have found they are particularly good value.The compact Huion H420 tablet can be purchased online from here, here or here.The larger brother, Huion 580 tablet can be purchased here.Both tablets support Windows and Mac.

If you have an ipad, iPhone and a Mac computer, you can turn your iPhone or iPad into a writing tablet using an applike http://astropad.com/

How do I invite other people to my room?

You can use the invite link under the ‘room options’ dropdown. Alternatively enter the room and then send the room link via email (it will look something likewww.highqedu.com/abcd123)