LearnSpace LearnSpace User's Guide

Troubleshooting

Select your problem:

Installation Issues

Unable to launch the application

Causes:
  • Java is either out of date or not configured properly. Java is software required to run LearnSpace.
What to do:
  • Ensure the latest version of Java is installed:
    • Windows: Install the latest version of Java from www.java.com.
    • Mac OS X: Run system updates and the latest version of Java will install if needed.
  • Check the Java configuration to ensure that applications can be run and stored on your computer:
    • Windows:
      1. Click the Start button to open the Start menu.
      2. Click "Control Panel" to open the control panel.
      3. Open the Java control panel (you may have to change the control panel view to see the Java control panel.
      4. In the Temporary Internet Files section of the General tab, click "Settings..."
      5. Check the "Keep temporary files on my computer." box if it is not already.
      6. Check the "Set the amount of disk space for storing temporary files:" setting under "Disk Space". Increase the value to at least 100 MB or more if needed.
      7. Click OK to close the Temporary Files Settings window.
      8. Switch to the Advanced tab and check the following settings if they are not checked
        • Shortcut Creation > Prompt user if hinted
        • JRE Auto-Download > Always Auto-Download
        • Security > General > Allow user to grant permissions to signed content
        • Security > General > Allow user to grant permissions to content from an untrusted authority
        • Security > General > Allow user to accept JNLP security requests
      9. Click OK to close the Java Control Panel
  • Try installing LearnSpace again through the LearnSpace download site.

Connection errors

General Connection Troubleshooting

Potential Causes:
  • You are not connected to a wireless (or wired) network that can reach the the computer hosting the LearnSpace session.
  • You did not type the LearnSpace address correctly.
  • The computer or person hosting the LearnSpace session is not running the software or has not started up the session yet.
How to fix:
  1. If you have not already, press "Cancel" to stop attempting to connect.
  2. Verify the LearnSpace software is running and hosting a session on the shared display computer.
  3. Verify you are connected to the wireless network specified by the LearnSpace software on the host computer (if none is specified, then ensure you are connected to a network that can reach the LearnSpace host computer).
  4. Make sure you entered the connection information from the LearnSpace session correctly.
    • This should be in the form of either an IP address (e.g. 192.168.10.54) or a host name (e.g. display221.example.com), a four or five letter combination (e.g. YMGP), or an email address (e.g. johndoe@example.com).
  5. Restart your software and try to connect to the LearnSpace session again.
  6. If the problem persists, and you have an active Internet connection, please contact your IT administrator to verify that the LearnSpace host software and the network are set up properly.

Invalid Host Setup

Causes:
  • The computer hosting the LearnSpace session is not configured properly.
How to fix:
  1. Contact your IT Administrator to have the LearnSpace configuration checked, and the program reinstalled if necessary.

Session at capacity

Causes:
  • The LearnSpace session has reached its connection limit. This is likely due to the edition of LearnSpace the person or organization has licensed to them.
How to fix:
  • Have some other users disconnect first or clear connections directly from the LearnSpace host controls.
  • You can also upgrade the host of the LearnSpace session to a version that supports more connections.

Incompatible LearnSpace Version

Causes:
  • The version of LearnSpace you are running is not compatible with the LearnSpace software the host is running.
How to fix:
  1. You should be provided a link to the appropriate version of LearnSpace that will install and launch itself.
  2. If you have access to the computer hosting the LearnSpace session, consider upgrading the LearnSpace software to a newer version if an old version is running.
  3. Try to connect to the LearnSpace session again.

Moderator Error Messages

Moderator Request Failed

Causes:
  • Somebody else has reserved moderator access on the LearnSpace session.
What to do:
  • If you don't need control, switch to the Share tab.
  • LearnSpace displays who is currently the moderator.  If you want to moderate, ask this person to stop moderating by having him/her click Stop Moderating button on the Moderate tab.
  • Alternatively, you can reserve moderator access for yourself (see Becoming Moderator).

Lost Moderator Access

Causes:
  • Somebody else has reserved moderator access on the LearnSpace session.
What to do:
  • If you don't need control, switch to the Share tab.
  • LearnSpace displays who is currently the moderator.  If you want to moderate, ask this person to stop moderating by having him/her click Stop Moderating button on the Moderate tab.
  • Alternatively, you can reserve moderator access for yourself (see Becoming Moderator).

Software Stops Responding

Causes:
  • Known issue on some Mac OS computers where the software stops redrawing itself.
  • Other unknown issue.
What to do:
  • Try closing the program via the window's close button.
  • Force close the program if no response.
  • Start up the software again.
  • If the problem persists, contact support and provide as much detail as you can regarding your Operating System, version of Java, and the steps to reproduce the issue (what you were doing when it froze).