tehnial instru tions for onsultantsconsultant.tutorabc.com/download/technical instructionv1.2.pdfthe...

TECHNICAL INSTRUCTIONS FOR CONSULTANTS TROUBLESHOOTING GUIDE

VERSION [1.2]

APRIL 7, 2015

Internal Only

4/7/2015 Technical instructions for consultants 1 Copyright © 2014 TutorABC Inc. All rights reserved

TECHNICAL INSTRUCTIONS FOR CONSULTANTS

TABLE OF CONTENTS

1 Pre-session Self Diagnosis………………………………………………………….……….……….. 2

1.1 Audio/Microphone Check

1.2 Webcam/Video Check

1.3 Connection Check

1.4 TutorMeet Testing Room

2 Tips For When You Are in a Session…………………………………………………………….. 13

3 Sound Problem Solutions…………………………………….…………………………………….. 14

3.1 Static Noise

3.2 Robotic Sound

3.3 Click/Pop/Tick Noise


1 PRE -SESSION SELF DIAGNOSIS


Microphone device settings

Navigate to your Windows Task Bar and click on the up arrow to unhide the Notification Tray.

In Windows 7 or higher, the speaker icon can be accessed from the Notification Tray.

Right-click on the speaker icon and choose Recording devices to access your Microphone settings.

Alternatively, selecting Playback devices will allow you to see your Headset/Speaker settings.

Once the Sound Options window pops up, you will be able to see all the devices currently connected to your computer.

The Default Device is the primary device that your computer will use for any applicable problem. Therefore, you need to make sure that it is the device you wish to use.

Right-clicking on any device in the list will give you the option to Disable or Set as Default Device. Set your main device as default and disable any other devices, as they may interfere with your session.

If you are using a laptop, your built-in microphone may be active at the same time as your default microphone. If the client can hear your typing clearly or complains that you sound hollow, it is

highly likely that your microphone settings have changed!



Listen to this device

Selecting your microphone and clicking Properties will open the Microphone Properties window. There are various tabs that you can use to navigate through the settings.

Under the Listen tab, select Listen to this device, and then press Apply.

With this option enabled, you will be able to hear what your microphone records, exactly as the clients hear when you are teaching the session.

Adjusting the Volume

Navigate to the Levels tab. Here you can adjust your Microphone's volume as well as set the level of Microphone Boost.

Please note that some microphones do not support the boost setting, so this option may not appear.

Make sure that your Microphone Boost is below +10.0db (0.0dB preferred). This is because boost will amplify anything that the microphone picks up, including noise.

If you still can't hear any sound from your microphone even after setting the volumes to max, you may have a driver problem. The fastest way to fix a driver problem is to unplug your USB headset

and switch to a different USB port. If you are using a two-plug headset, please make sure the plugs are properly connected!



AGC Setting

Navigate to the Custom tab and make sure that AGC is unchecked. Skip this step if it is not available under your microphone settings.

Once your device settings have been calibrated, please remember to go back to the Listen tab and disable Listen to this device, or you will hear a continous echo when teaching your session!



1.2 Webcam/Video Check

Webcam Check via Consultant Account

Navigate to the Consultant tab and select My Session. Use the Check Webcam Appearance button to check that your webcam is working properly before entering your session.

If you don't see anything in the window, your webcam cannot be detected by Adobe Flash. If this is the case, you can either switch the USB port of your webcam, or if this is not possible, restart your

computer.




Speed Test:

Follow the link below and run Hinet connection test.

http://speed2.hinet.net/do.aspx

Standard:

Downloading speed: 800 Kbps or above

Uploading speed: 500 Kbps or above

This shows your current internet speed connecting to Taiwan.

If any of the loading speed does not meet our requirement, please contact PMIT on TutorChat.

http://speed2.hinet.net/do.aspx



Ping Test:

1. Go to the START button and search ‘command prompt’ or ‘cmd’ and open a prompt window.



2. Start two prompt windows, type ‘ping 203.69.82.146 –t,’ ‘ping 152.101.38.103 –t,’ ‘ping fms1.vipabc.com –t’ and ‘ping fms2.vipabc.com –t.’ Press enter and let the ping run for 2-3 minutes. Press Ctrl+C to stop the test.

Standard:

Percentage of packets loss should be zero. If there is any percentage loss, contact PMIT on TutorChat.


Joining the Testing Room

After logging into your Consultant Account, navigate to the Training tab and select TutorMeet Practice.

Rooms with a Persons Icon in front are already occupied. Choose an empty session to launch the virtual classroom and begin testing. Press the Fx Button to launch the room. If nothing happens after clicking the Fx button, use the Down Arrow and copy and paste the link as needed.

Logging into the Test Room

A new window will pop up with the login box in the center. Choose Consultant and enter your


name. If the room does not load, disable your Pop-up Blocker to allow the session window to launch.

Test Room Overview

Be sure to click allow when the Adobe Flash Player Settings window prompts.

Different Browsers require different methods to disable the Pop-up Blocker function. Please refer to this great guide and navigate to the Browser you currently wish to disable Pop-up Blocker on:

http://www.wikihow.com/Disable-Popup-Blockers

TutorMeet Room Settings

http://www.wikihow.com/Disable-Popup-Blockers


At the top left of the screen, you will see an Orange f Icon. Clicking on the button will display an options menu. Select Settings from the menu.

Once Settings is selected, navigate to the center of the room where Adobe Flash Player Settings will appear.

Your Headset should be selected as Default. If you believe that the Default device is not the one you intend to use, use the Drop Down Menu to choose the applicable Headset.

Navigate to the Last Tab on the bottom and select your Webcam if you do not see yourself upon joining the room. If there is no device detected, please follow the instructions in Section 1.2.

Lastly, navigate to the Privacy tab and make sure it is set to Allow and uncheckthe Remember setting before closing the settings window.


2 TIPS FOR WHEN YOU ARE IN A SESSION

These are some things you can try while waiting for IT support. Please remember to always be on TutorChat if you are teaching a session.

Problems Quick Fixes

Noise/Echo Please mute each client separately to figure out where the problem is coming from. Once you have identified the source, keep the problematic client muted until you need him/her to participate in the session.

Cannot hear client Ask the client to close the session room and re-launch the session.

Cannot be heard Reconnect your headset and join the session with a different browser.

Delay If you are experiencing a delay, keep your video off to improve session quality.

Sound breaking up If your sound is breaking up, keep your video off to improve session quality.

No session materials Please use the last function of your whiteboard settings to reload the materials.

Volume If a client is too loud or too quiet, you can adjust their volume individually by using the speaker icon next to their names.

Consultants need to be on TutorChat when they teach. If you cannot log onto TutorChat, send a message to Communication Center or send a message in the session room.


3 SOUND PROBLEM SOLUTIONS

3.1 Static Noise

Power Cables

If you are hearing static noise from your headset, it may be due to electrical noise. Electrical noise can occur if you have coiled or tied up power cords or simply have too many devices connected to a single power socket.

If you are on a Laptop, try unplugging your AC Power Adapter to see if the sound improves. If this solution works, please use a 3/2 Prong Adapter. A Universal World Plug Adaptor should be purchased to ensure maximum compatibility.

Electrical noise occurs because the excess electricity from your computer is not Grounded or released. This is the main function of the Third Pin in your power plug. Please refrain from

manually removing the Third Pin to prevent potential complications.

For use in South Africa:



3.2 Robotic Sound

Quick Calibration

If you are hearing a Robotic Sound from your headset, try the following:

Switch to a different Browser.

Reconnect your headset and make sure it is properly connected to the socket.

If the problem persists, clean the socket and the pin and try again.

For Desktop users, try the sockets at the front/back of your computer.


3.3 Click/Pop/Tick Noise

Simple Fix

If you are hearing Click/Pop/Tick Noises, try the following:

Follow the same procedures as for fixing Robotic Sound.

If you use Internet Explorer as your browser, try switch to another one.

If you are using a two-plug headset and are experiencing noise from your headset (Microphone unrelated), consider switching to a USB Headset or purchase an Analog to USB Converter to use

with your existing headset.

If you experience a power outage, computer problems or an Internet outage, please contact us via:


TutorGroup Hotline: +886-939-852-200

Email: [email protected]

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