About
Are you having trouble getting a tool like Panopto, PlayPosit, H5P, or Perusall to work? We know this can be very frustrating! This guide will help walk you through common issues you may be having that will affect tool functionality including browser, internet, and device issues. Begin at the top and work down the list until your tool is working. If none of these solutions work or you are having difficulty, please reach out to the ALT Team at [email protected] for more assistance.
Which browser are you using?
Try an Incognito Window
1. Select Customize and Control Google Chrome (three vertical dots)
2. Select New Incognito window. A new window will appear specifying your browser is now Incognito.
3. Open the tool in the Incognito window
An Incognito window allows you to browse without cookies or cache and can help tool functionality.
Did that help?
Clear Your Cookies
If using an Incognito Window solved your issue if means you need to clear your Cache and Cookies.
On your computer, open Chrome.
- At the top right, select Customize and Control Google Chrome (three vertical dots)
- Select More tools and next select Clear browsing data.
- At the top, choose a time range. To delete everything, select All time.
- Next to "Cookies and other site data" and "Cached images and files," check the boxes.
- Select Clear data.
- Please see Google Help for more specific guidance if needed : Google Help
Congratulations! You have finished this guide and there is no need to continue on to the next steps. Please reach out to [email protected] for any further questions.
Check for Chrome Updates
- On your computer, open Chrome.
- At the top right, select Customize and Control Google Chrome (three vertical dots)
- Select Help, then About Google Chrome
- Next, select Update Google Chrome. Important: If you can't find this button, you're on the latest version.
- Select Relaunch.
Important: If you can't find the Update Google Chrome button you are in the latest version
Did that help?
Great! You have finished this guide and there is no need to continue on to the next steps. Please reach out to [email protected] for any further questions.
Continue on to the next steps to troubleshoot your device and internet
Try a Private Window
1. Select Open Application Menu (three horizontal lines)
2. Select New private window. A private browsing window will open in a new window.
3. Open the tool in the private window.
A Private window allows you to browse without cookies or cache and can help tool functionality.
Did that help?
Clear your cookies
If using a Private Window solved your issue if means you need to clear your Cache and Cookies.
- Select Open Menu Application button (three stacked lines) and select Settings. A new window will open.
- Select the Privacy & Security panel and scroll to the Cookies and Site Data section.
- Select the Clear Data button. The Clear Data dialog will appear.
Cookies and Site Data (to remove login status and site preferences) and Cached Web Content (to remove stored images, scripts, and other cached content) should both be check marked.
- Select Clear
- See Mozilla Support for more detailed instructions
Congratulations! You have finished this guide and there is no need to continue on to the next steps. Please reach out to [email protected] for any further questions.
Update Firefox
If you installed Firefox from the Microsoft Store, then you will receive Firefox updates through the Microsoft Store. This article only applies if you installed Firefox by downloading it from Mozilla. To check for Firefox updates on the Microsoft Store, see this Microsoft article.
- Navigate to the Open Menu Application button (three stacked lines) at the right side of the Firefox toolbar and select Help
- Select About Firefox. The About Mozilla Firefox window will open.
- Firefox will check for updates automatically. If an update is available, it will be downloaded.
- When the download is complete, select Restart to update Firefox
Did that help?
Great! You have finished this guide and there is no need to continue on to the next steps. Please reach out to [email protected] for any further questions.
Please move on to the next step, troubleshooting Internet issues.
Update your device
Has it been awhile since you have updated your device or operating system? Take some time to complete device updates.
Did that help?
Great! You have finished this guide and there is no need to continue on to the next steps. Please reach out to [email protected] for any further questions.
Try a different device
If possible, try using a different device. If you are using a tablet or phone, try switching to a computer. In general, a computer will work best for tools like Panopto, Perusall, H5P, and PlayPosit. A Chromebook would be considered a tablet in this scenario.
If that doesn't work, please move on to troubleshoot Internet issues.
Internet Connection
Your internet connection may be spotty. Unplug and re-plug in your router or modem to restart your internet. Let it reconnect and try your tool again. You can also check your internet provider for outages or try an Internet Speed Test .
Did that help?
Great! Please reach out to [email protected] for any further questions.
Enable Lower Video Quality
If the tool you are attempting to use is video based such as PlayPosit or Panopto, try lowering the quality of the video to function better on lower bandwidth internet. Please see this guide for help in Panopto. PlayPosit should auto-adjust the bandwidth of the video.
If none of these tips work, please reach out to the ALT Team for help at [email protected] or schedule an appointment here.