Q: Why is the audio freezing/choppy/not working properly?

||| Why is the audio freezing/choppy/not working properly? <ul> <li>Use an updated version of Chrome or Firefox for a better audio quality. </li> <li>Run a system check which you will find on the dashboard and make sure that all the sections have green ticks and not red exes. </li> <li>Refresh your page. </li> <li>Try a different browser.</li> <li>Stop live streaming or downloading on the same device or on other devices using the same network. </li> <li>Quit other programs running at the same time. Open the task manager in order to check the programs running in the background. </li> <li>On a mobile phone/ tablet close all the open windows you don't need. </li> <li>Check the memory of your hard disk and if it is less than 10% free some space. </li> <li>Restart your computer. </li> <li>Update your operating system and drivers if that's not risky for your device performance (Avoid to update very old devices) </li> </ul> || If the problem persists: <ul> <li>Please let our Live Chat Agents know and we will try to help you as soon as possible!</li> </ul> <img src="https://storage.crisp.chat/users/helpdesk/website/2f70b9f8f70ccc00/image_sbdswi.png" alt="" />

Q: How do I share my screen?

|| How do I share my screen? <ul> <li>Open the web page or the application you would like to share. </li> <li>Click on the screen sharing button. <img src="https://storage.crisp.chat/users/helpdesk/website/2f70b9f8f70ccc00/screen200_zpa2u4.jpg" alt="" /></li> <li>Select the appropriate screen sharing option. </li> <li>Select the web page/application you wish to share from the list of the opened web pages/applications.</li> <li>Click on the ''share'' button. </li> </ul> <hr /> || Why can I not see the screen sharing button? <ul> <li>If you are a student you don't have access to the screen sharing option. Your tutor can click on your name on the participants' list and find the option ''make a presenter''. When you become a presenter you will be able to see the screen sharing button. </li> </ul> || **Why do I have a Kaleidoscopic view? ** <ul> <li>If you select the option ''share your entire screen'' you will need to minimize the Infiniti platform window. You will not be able to work on the platform at the same time but your student will have a normal view. If you want to work on the platform at the same time, you need to select the option ''application window'' or ''Chrome/Firefox/Safari tab''.</li> </ul> || If you see an error message: <ul> <li>Please let our Live Chat Agents know and we will try to help you as soon as possible!</li> </ul> <img src="https://storage.crisp.chat/users/helpdesk/website/2f70b9f8f70ccc00/image_sbdswi.png" alt="" />

Q: How do I upload a presentation?

||| How do I upload a presentation? <ul> <li>Press the Actions button (+ sign) on the bottom left of your screen below the presentation area</li> <li>Select ''upload a presentation'' ( ''or add a file'' ) </li> </ul> <img src="https://storage.crisp.chat/users/helpdesk/website/2f70b9f8f70ccc00/170098237115056945873720392140_1cjl6co.jpg" alt="" /> <ul> <li>Choose a file or drag one into the box (1)</li> <li>Make sure that the little circle box next to the file's name is selected. (2)</li> <li>Press the upload button (3) <img src="https://storage.crisp.chat/users/helpdesk/website/2f70b9f8f70ccc00/169851377763921844262349239901_wocbrv.jpg" alt="" /> </li> </ul> || If the problem persists: <ul> <li>Please let our Live Chat Agents know and we will try to help you as soon as possible!</li> </ul> <img src="https://storage.crisp.chat/users/helpdesk/website/2f70b9f8f70ccc00/image_sbdswi.png" alt="" />

Q: How do I give permission for my microphone and video?

||| How do I give permission for my microphone and video? <ul> <li>When you select the microphone option during the echo test you might notice a pop-up window on the upper right corner of your browser.</li> <li>Press ''Allow'' in order to give permission to the microphone.</li> <li>Press ''Allow'' in case you notice the same message concerning the video permission. </li> </ul> <img src="https://storage.crisp.chat/users/helpdesk/website/2f70b9f8f70ccc00/169592934716494755713872886742_1isomsj.jpg" alt="browser's permission" /> ||| What should i do if my microphone seems to be muted and i don't see the pop up window asking for my permission? <ul> <li>Next to the web page address you might notice a lock icon. Click on it and press ''Allow'' if your microphone and camera are blocked.</li> </ul> <img src="https://storage.crisp.chat/users/helpdesk/website/2f70b9f8f70ccc00/169984886262835572181272331573_12r7388.jpg" alt="unlock microphone/camera" /> || If the problem persists: <ul> <li>Please let our Live Chat Agents know and we will try to help you as soon as possible!</li> </ul> <img src="https://storage.crisp.chat/users/helpdesk/website/2f70b9f8f70ccc00/image_sbdswi.png" alt="" />

Q: I am seeing 'Error 1007: ICE negotiation failed' . What should I do?

||| Why am I seeing Error 1007? <ul> <li>Users normally see a Error 1007 when they have a firewall blocking their connection to the classroom. If you are on a school/company computer or Wifi network and the IT administration has not whitelisted the relevant IP addresses, you are much more likely to see an Error 1007.</li> </ul> <img src="https://storage.crisp.chat/users/helpdesk/website/2f70b9f8f70ccc00/screenshot-2021-03-31-at-42815_1ngqwb3.png" alt="" /> | In order to solve Error 1007, please try the following: <ul> <li>Verify that any firewalls are not blocking the traffic. You can do this by removing your firewalls or granting access to the relevant webpages. Sometimes, you may need to ask IT staff to change the firewall settings in your organisation.</li> <li>If you're using a VPN (Virtual private network) try connecting to the meeting without it. </li> <li>Refresh the browser and try again. </li> <li>Alternatively you can use a 4G/5G network in an emergency situation and this should do the trick.</li> </ul> || If the problem persists: <ul> <li>Please let our Live Chat Agents know and we will try to help you as soon as possible!</li> </ul> <img src="https://media3.giphy.com/media/RJz880umeI8e3PXnzt/100.gif" alt="" />

Question 1

How do I reset my password?

Accepted Answer

||| How do I reset my password?

Click on ''forgot your password?''.
Enter your email address.
You will receive an email with a button that the user has to click on. If that opens up a different browser it won't work. You will have to copy the URL and use the same browser from which you initiated the password restoration.

Enter your new password twice. ( you don't need to type the old one)
The new password must have at least 8 characters, upper and lowercase characters, 1 number, and 1 special character.

You can use the visualizer if you want to be sure that everything is correct.

Some times the browser can memorize an old password which does not correspond to the user's name. In this case you can use the visualizer.
If you are still unable to reset your password you can try to reset it from another device.

|| If the problem persists:

Please let our Live Chat Agents know and we will try to help you as soon as possible!

Question 2

Why is the audio freezing/choppy/not working properly?

Accepted Answer

||| Why is the audio freezing/choppy/not working properly?

Use an updated version of Chrome or Firefox for a better audio quality.
Run a system check which you will find on the dashboard and make sure that all the sections have green ticks and not red exes.
Refresh your page.
Try a different browser.
Stop live streaming or downloading on the same device or on other devices using the same network.
Quit other programs running at the same time. Open the task manager in order to check the programs running in the background.
On a mobile phone/ tablet close all the open windows you don't need.
Check the memory of your hard disk and if it is less than 10% free some space.
Restart your computer.
Update your operating system and drivers if that's not risky for your device performance (Avoid to update very old devices)

|| If the problem persists:

Please let our Live Chat Agents know and we will try to help you as soon as possible!

Question 3

How do I share my screen?

Accepted Answer

|| How do I share my screen?

Open the web page or the application you would like to share.
Click on the screen sharing button.
Select the appropriate screen sharing option.
Select the web page/application you wish to share from the list of the opened web pages/applications.
Click on the ''share'' button.

|| Why can I not see the screen sharing button?

If you are a student you don't have access to the screen sharing option. Your tutor can click on your name on the participants' list and find the option ''make a presenter''. When you become a presenter you will be able to see the screen sharing button.

|| **Why do I have a Kaleidoscopic view? **

If you select the option ''share your entire screen'' you will need to minimize the Infiniti platform window. You will not be able to work on the platform at the same time but your student will have a normal view. If you want to work on the platform at the same time, you need to select the option ''application window'' or ''Chrome/Firefox/Safari tab''.

|| If you see an error message:

Please let our Live Chat Agents know and we will try to help you as soon as possible!

Question 4

How do I upload a presentation?

Accepted Answer

||| How do I upload a presentation?

Press the Actions button (+ sign) on the bottom left of your screen below the presentation area
Select ''upload a presentation'' ( ''or add a file'' )

Choose a file or drag one into the box (1)
Make sure that the little circle box next to the file's name is selected. (2)
Press the upload button (3)

|| If the problem persists:

Please let our Live Chat Agents know and we will try to help you as soon as possible!

Question 5

How do I give permission for my microphone and video?

Accepted Answer

||| How do I give permission for my microphone and video?

When you select the microphone option during the echo test you might notice a pop-up window on the upper right corner of your browser.
Press ''Allow'' in order to give permission to the microphone.
Press ''Allow'' in case you notice the same message concerning the video permission.

browser's permission

||| What should i do if my microphone seems to be muted and i don't see the pop up window asking for my permission?

Next to the web page address you might notice a lock icon. Click on it and press ''Allow'' if your microphone and camera are blocked.

unlock microphone/camera || If the problem persists:

Please let our Live Chat Agents know and we will try to help you as soon as possible!

Question 6

I am seeing 'Error 1007: ICE negotiation failed' . What should I do?

Accepted Answer

||| Why am I seeing Error 1007?

Users normally see a Error 1007 when they have a firewall blocking their connection to the classroom. If you are on a school/company computer or Wifi network and the IT administration has not whitelisted the relevant IP addresses, you are much more likely to see an Error 1007.

| In order to solve Error 1007, please try the following:

Verify that any firewalls are not blocking the traffic. You can do this by removing your firewalls or granting access to the relevant webpages. Sometimes, you may need to ask IT staff to change the firewall settings in your organisation.
If you're using a VPN (Virtual private network) try connecting to the meeting without it.
Refresh the browser and try again.
Alternatively you can use a 4G/5G network in an emergency situation and this should do the trick.

|| If the problem persists:

Please let our Live Chat Agents know and we will try to help you as soon as possible!

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