1. PARTNER CHAT TROUBLESHOOTING TIPS FOR USING vistahigherlearning.com/chat

2. Browser Check-up! Make sure to use the most up-to-date version of Internet Explorer, Safari, Google Chrome or Mozilla Firefox browser. See additional Technical Requirements: https://vistahigherlearning.zendesk.com/hc/en-us/articles/213224758 https://vistahigherlearning.zendesk.com/hc/en-us/articles/213224758

3. Mozilla Firefox (Windows) Go to the menu bar and click “Help” On the “Help” menu, select “About Firefox” The browser will prompt you with the version you are currently running. If your version of Firefox is not up-to-date, update will install automatically.

4. Mozilla Firefox (Mac) Click on the “Firefox” menu at the top of the screen Select “About Firefox” The browser will prompt you with the version you are currently running. If your version of Firefox is not up-to-date, update will install automatically.

5. Apple Safari (Mac) Open the “App Store” from your desktop Click on the “Updates” tab from the top right

6. Google Chrome (Windows/Mac) From the top right, click on the “Customize and control Google Chrome” menu Hover over “Help” and click on “About Google Chrome” A new tab will open displaying your current version or it will alert you to update to current version.

7. Download/Update Links Google Chrome: https://www.google.com/chrome/browser/desktop/index.html https://www.google.com/chrome/browser/desktop/index.html Mozilla Firefox: https://www.mozilla.org/en-US/firefox/new/ Internet Explorer (Windows only): http://windows.microsoft.com/en-us/internet-explorer/download-ie Safari (Mac only): App Store

8. Updated Browser After updating your browser(s), please try again and determine if that solved your issue. Otherwise, please continue with the troubleshooting steps on the following slides.

9. Plug-ins Up to Date? A “plug-in” is a software component that adds a specific feature to VHL Central/Supersites. Updated plug-ins will offer uninterrupted interaction between students when working on partner chat activities and other activities within the site. Here is a list of plug-ins requiring updates, go to: https://vistahigherlearning.zendesk.com/hc/en-us/articles/214561287

10. Allow Flash Player Camera and Microphone Access Make sure the computer you plan to use is connected with a functioning webcam and headset with microphone or speakers. When you click on your first partner chat activity, you will receive a prompt to allow access to your system’s Microphone and Webcam. Select the “Allow” radio button and if you decide to use the same computer when accessing your partner chat activities, you may opt to select the “Remember” checkbox.

11. Are Cookies enabled? A “cookie” is information that a website stores on your hard disk so that it can remember something about you at a later time. Typically, a “cookie” records your preferences when accessing VHL Central or any other site. In order for Partner Chat activities to operate more efficiently, “Cookies” must be “Accepted”, “Security” should be set initially to “Medium” and “JavaScript” should be “Enabled”. To learn more about enabling cookies on your browser, go to: https://vistahigherlearning.zendesk.com/ hc/en-us/articles/215076497 https://vistahigherlearning.zendesk.com/ hc/en-us/articles/215076497

12. Adjust your security/firewall settings Allow access to *.vhlcentral.com (all subdomains) NOTE: Be sure that it includes https://assets.vhlcentral.comhttps://assets.vhlcentral.com Add this URL to your list of approved sites: http://bitcast-a.bitgravity.com/http://bitcast-a.bitgravity.com/ Open ports 80, 443, and 1935 to all TCP traffic (1935 is used for the recording service via RTMP, which is TCP-based)

13. Final Step Restart your computer after completing these steps. Use a stable internet connection. Weak or unstable wireless connections often contribute to connectivity issues, which may affect your experience and the ability to transmit data to our servers. Follow these steps when accessing partner chat activities on other computers.