Troubleshooting & FAQ

Technical Support:

If you need immediate assistance, contact CCPE Tech Support at (562) 985-2900 or help@ccpe.csulb.edu.

Monday-Friday from 8:00 AM to 5:00 PM Pacific Time.

Frequently Asked Questions:

Audio Problem

If the user has analog input, make sure that he/she plugged the inputs correctly according to the mic/headset symbol shown on the jacks.
If the user has USB input, make sure that he/she connects the headset before starting Elluminate.
After login to the Elluminate session, direct the user to set up the audio setup wizard by the following steps under Elluminate session:

Tools->Audio->Audio Setup Wizard (make sure the user selects the correct Audio Output Device that corresponds to the type of the audio device. Ie. USB or analog)

Session Initiation Problem:

Add Elluminate to the Trusted site

If you are using Internet Explorer, you may find that you are constantly warned when trying to launch an Elluminate Live! Session. Or it may appear that everything is going OK, but the session never actually launches. This can usually be fixed by adding http://virtualclassroom.uces.csulb.edu/index.html to the list of trusted sites.

You need to open the "Internet Options" window. This can be done in a number of ways:
1. Right click on your "big E" icon, choose Properties
2. Go to the control panel, and click on "Internet Options"
3. Open Internet Explorer, then choose "Tools" and then "Internet Options" from the menu bar
Click on the "Security" tab
Click on the Green checkmark labeled "Trusted Sites"
Click on the button that says "Default Level" if you do not see a slider
Slide the slider all the way done. The security level for "trusted sites" should now be "low"
Click on the button that says "Sites"
Make sure the box that says "Require server verification (https:) for all sites in this zone" is NOT checked
In the "Add this website to this zone:" box - type in http://virtualclassroom.uces.csulb.edu/index.html
Click on the add button
While you are here, you can repeat steps 8 and 9 for some additional sites. Check out the My Trusted Sites box for the list of sites that I currently have in my "Trusted Sites"
Click "Close" on the Trusted Sites window
Click on "OK" on the Internet Properties window

Circumventing Pop-Up Blockers

Since the Elluminate Live! session will open in a new window, many pop-up blockers will stop it from launching. Depending on the blocker you have installed, you may be able to added elluminate.com to a list of "OK" websites. Many of the pop-up blockers include a temporary circumventing option that will allow the new window to open. Most seem to use the CTRL key as a switch. We suggest that before you click on the Elluminate Live! link, that you hold down your CTRL key. Then remain holding down the CTRL key until the Elluminate session is open.

Check/Update your Version of Java

Have the students visit the following link to ensure their system meets system requirements. http://www.elluminate.com/support/index.jsp.
If their Java is not up-to-date, download the latest version of Java at http://www.java.com/en/download/index.jsp.

Clearing the Java Cache

Cache is a temporary storage area where frequently accessed data can be stored for rapid access. Once the data is stored in the cache, future use can be made by accessing the cached copy rather than re-fetching or recomputing the original data, so that the average access time is shorter.

Sometimes these cached files can be older then what is needed, and therefore leads to errors when launching Elluminate. These cache files are only temporary files, and therefore it is safe to delete them. After clearing the cache, Elluminate will simple request new ones the next time you try to launch a session. In order to clear cache for the best performance of JAVA application, direct the user to setup JAVA by the following steps:

Click on Control Panel
Select on Java
Under the General
Click on Settings
Click Delete Files