Technical Support > Known Issues

Common Problems, Quick Solutions

Please explore the following list of common technical problems. If you don’t see the specific problem you are experiencing, or if the designated solution doesn’t work for you, please email us at LiveOnline@UT.

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Installation

Problem	Solution
Inadequate user rights/permissions on computer to install programs (ex. "unable to open.cab file" error) on a PC	Download and run the setup file (Setup.exe) from the System Requirements page under Download Centra Software. On the Extraction Path page, click Change under the default installation folder and browse to your My Documents folder, which will be the new install location. Continue the installation in the new location.

Attending a Session

Problem	Solution
Can’t sign in to the LiveOnline@UT/Centra server	From the LiveOnline@UT main page, you can select your program or department from the drop-down list. If your program or department does not appear on the list, select the program or department of the course you are taking. The program or departmental banner should appear at the top of the login page after you select it from the list. Retrieve your password from the server by clicking on "Forget your password?" link on the login page for your program / department / class. Your password will be emailed to you. By default, the email address used will be your @utk.edu account. Your username should match your official UT NetID. All email from the server (including password retrieval) comes from liveonline@utk.edu. Check your email to make sure this address is not being filtered to somewhere other than your Inbox. If none of this works for you or you still have questions / problems please contact LiveOnline@UT/Centra support at 865-974-3117 or 1-877-974-3117 or use our Contact Form.
Meeting ID requested when clicking Attend	There are 2 main types of sessions held on the LiveOnline@UT/Centra server. Regularly scheduled semester or program-based events are held via Symposium. Symposium events are usually accessed by logging in to the server and clicking Attend under the event you are scheduled to attend. Ad-hoc meetings, small group meetings or other special events are often held via eMeeting. eMeeting events are accessed from the "Attend a meeting" link on the login page or from the "Attend Meeting" link on the Schedule page. Those options will prompt you for the meeting event ID which should be sent to you by the person who set up the meeting and invited you.

Problem

Solution

Can’t sign in to the LiveOnline@UT/Centra server

From the LiveOnline@UT main page, you can select your program or department from the drop-down list. If your program or department does not appear on the list, select the program or department of the course you are taking. The program or departmental banner should appear at the top of the login page after you select it from the list.

Retrieve your password from the server by clicking on "Forget your password?" link on the login page for your program / department / class. Your password will be emailed to you. By default, the email address used will be your @utk.edu account.

Your username should match your official UT NetID.

All email from the server (including password retrieval) comes from liveonline@utk.edu. Check your email to make sure this address is not being filtered to somewhere other than your Inbox.

If none of this works for you or you still have questions / problems please contact LiveOnline@UT/Centra support at 865-974-3117 or 1-877-974-3117 or use our Contact Form.

Meeting ID requested when clicking Attend

There are 2 main types of sessions held on the LiveOnline@UT/Centra server.

Regularly scheduled semester or program-based events are held via Symposium. Symposium events are usually accessed by logging in to the server and clicking Attend under the event you are scheduled to attend.

Ad-hoc meetings, small group meetings or other special events are often held via eMeeting. eMeeting events are accessed from the "Attend a meeting" link on the login page or from the "Attend Meeting" link on the Schedule page. Those options will prompt you for the meeting event ID which should be sent to you by the person who set up the meeting and invited you.

Audio

Problem	Solution
Can’t hear anything (or be heard)	Audio issues are common but normally easily resolved. If you experience audio issues: Run the Audio Wizard. The Audio Wizard can be accessed from the System Check link on the login or Schedule pages. It can also be accessed in session via the Audio button at the top of the classroom window. There is also an Audio Wizard Tutorial [FLASH] (view transcript). Select these optimum settings for Audio Wizard: speakers and microphone (even if you're using a headset with mic, this setting should work fine); the audio level over your speakers/headset should be a comfortable level for you; the audio level when you speak should be in the yellow or slightly in the red. Adjust your personal audio levels in session by moving the slider bars on the microphone or speaker. The slider bars are on the upper left side above the participant list. If you cannot hear and/or speak at all in class (or the wizard), check your headset / mic / speaker connections to make sure everything is plugged up correctly. Also check that your audio is not muted via the volume control panel. Some headsets have mute options on the wires leading to the plugs; check to make sure that is un-muted and turned up as well.
Experience choppy audio or pauses/static between words.	Check the lower right corner of your classroom screen to see if your Network Indicator is showing anything other than green bars. Yellow or red bars indicate a slower than optimal connection for your client. Choppy audio can also be caused on the speaker's end by the same issue.

Problem

Solution

Can’t hear anything (or be heard)

Audio issues are common but normally easily resolved. If you experience audio issues:

Run the Audio Wizard. The Audio Wizard can be accessed from the System Check link on the login or Schedule pages. It can also be accessed in session via the Audio button at the top of the classroom window. There is also an Audio Wizard Tutorial [FLASH] (view transcript).
Select these optimum settings for Audio Wizard: speakers and microphone (even if you're using a headset with mic, this setting should work fine); the audio level over your speakers/headset should be a comfortable level for you; the audio level when you speak should be in the yellow or slightly in the red.
Adjust your personal audio levels in session by moving the slider bars on the microphone or speaker. The slider bars are on the upper left side above the participant list.
If you cannot hear and/or speak at all in class (or the wizard), check your headset / mic / speaker connections to make sure everything is plugged up correctly. Also check that your audio is not muted via the volume control panel. Some headsets have mute options on the wires leading to the plugs; check to make sure that is un-muted and turned up as well.

Experience choppy audio or pauses/static between words.

Check the lower right corner of your classroom screen to see if your Network Indicator is showing anything other than green bars. Yellow or red bars indicate a slower than optimal connection for your client. Choppy audio can also be caused on the speaker's end by the same issue.

Class Connection

Problem	Solution
Keep disconnecting from a class when using a wireless network	If you use a wireless Internet (home, office, hotel) connection or router to connect to class, you may experience a dropped connection from time to time. This may manifest as a complete drop from the classroom, an extremely slow connection (long pauses in audio, "freezing" of classroom activities) or an error "Network connection lost!" In Windows XP, wireless connections are managed from Start menu > Settings > Control Panel > Network Connections. Right-click on the Wireless Network Connection icon and choose Properties on the list. When the Properties window opens you will see a tab called "Wireless Networks"; click on this tab to view a list of wireless networks your computer has connected to or is connected to. Make sure the network listed at the TOP of the list is the network you are currently using. If it is not, the computer may check to see which network you are using from time to time. This can cause network connection issues, "burps" or even drops/reconnects. If networks you never use or don't recognize are in the list, you can delete them, leaving your current network as the only one available. Click OK to save any changes you've made.

Problem

Solution

Keep disconnecting from a class when using a wireless network

If you use a wireless Internet (home, office, hotel) connection or router to connect to class, you may experience a dropped connection from time to time. This may manifest as a complete drop from the classroom, an extremely slow connection (long pauses in audio, "freezing" of classroom activities) or an error "Network connection lost!"

In Windows XP, wireless connections are managed from Start menu > Settings > Control Panel > Network Connections. Right-click on the Wireless Network Connection icon and choose Properties on the list. When the Properties window opens you will see a tab called "Wireless Networks"; click on this tab to view a list of wireless networks your computer has connected to or is connected to.

Make sure the network listed at the TOP of the list is the network you are currently using. If it is not, the computer may check to see which network you are using from time to time. This can cause network connection issues, "burps" or even drops/reconnects. If networks you never use or don't recognize are in the list, you can delete them, leaving your current network as the only one available. Click OK to save any changes you've made.

Error Messages

Problem	Solution
Receive “error code 6” when trying to attend a class	Error code 6 normally occurs when a firewall or other security software is blocking the server from downloading and installing the Centra software or updates to the server. Disable your firewall or security software to allow the installation. Then, make sure the program centra.exe is allowed to access the Internet. When done, reactivate your security software.
Stops on “Preparing to load, please wait”	Generally this issue is seen in Internet Explorer browsers. Check to make sure there is not an Information Bar prompting you to install an Active X control. You also can reset your Active X settings [PDF] or try another browser (Firefox or Netscape normally).
“Class not registered!”	Previous versions of the LiveOnline@UT/Centra software relied on Microsoft�s Java Virtual Machine (MS JVM) to launch the live classroom and playbacks. Some older playbacks may still use this software. If you are attempting to access a playback and get this error, please call LiveOnline@UT/Centra support at 865.974.3117 or 1.877.974.3117 or fill out our Contact Form
Inadequate user rights/permissions on computer to install programs (ex. "unable to open.cab file" error) on a PC	Download and run the setup file (Setup.exe) from the System Requirements page under Download Centra Software. On the Extraction Path page, click Change under the default installation folder and browse to your My Documents folder, which will be the new install location. Continue the installation in the new location.

Playback

Problem	Solution
“Class not registered!”	Previous versions of the LiveOnline@UT/Centra software relied on Microsoft�s Java Virtual Machine (MS JVM) to launch the live classroom and playbacks. Some older playbacks may still use this software. If you are attempting to access a playback and get this error, please call LiveOnline@UT/Centra support at 865.974.3117 or 1.877.974.3117 or fill out our Contact Form
Can’t download playback on a Mac	Downloadable playbacks are in .exe format, a format that is not recognized by the Mac OS. Therefore at this time, Mac users will not see the download option for playbacks. In addition, playbacks created prior to Mar 12, 2007 will not play on the Mac client. SP3, which includes Mac support, was installed on Mar 12, 2007. All playbacks created after that date should play on the Mac client in a streaming format.

Problem

Solution

“Class not registered!”

Previous versions of the LiveOnline@UT/Centra software relied on Microsoft�s Java Virtual Machine (MS JVM) to launch the live classroom and playbacks. Some older playbacks may still use this software. If you are attempting to access a playback and get this error, please call LiveOnline@UT/Centra support at 865.974.3117 or 1.877.974.3117 or fill out our Contact Form

Can’t download playback on a Mac

Downloadable playbacks are in .exe format, a format that is not recognized by the Mac OS. Therefore at this time, Mac users will not see the download option for playbacks.

In addition, playbacks created prior to Mar 12, 2007 will not play on the Mac client. SP3, which includes Mac support, was installed on Mar 12, 2007. All playbacks created after that date should play on the Mac client in a streaming format.

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Technical Support > Known Issues

Common Problems, Quick Solutions

Installation

Attending a Session

Audio

Class Connection

Error Messages

Playback