Before you submit a support ticket, make sure you have passed all points on the How do I check the compatibility of my computer with Canvas page, and read the following information:
- Unable to see lecture:
- 404 or other error. This is a broken link. Please file a support ticket stating the lecture number and class (ex. DEMO1234 - Demo Class) in which you encountered the error, and a technician will fix it as soon as possible.
- Missing plug-in. Be sure you have installed the latest version of Adobe Flash, available at http://get.adobe.com/flashplayer. Once you've completed the installation, quit and re-open your browser.
- iPad or other iOS-based device. The majority of lectures in CGCE online courses are based on Flash, which is not supported by iOS. Please use a computer to access them.
- Unable to hear lecture:
- Check your speakers or headset volume. If the volume appears set correctly, make sure your computer is using the correct sound output:
- OS X users: Option-click the speaker icon next to the clock in your menu bar. Choose the desired Output Device.
- Windows 7 and Vista users: follow the tutorial located at http://windows.microsoft.com/en-us/windows/help/no-sound-in-windows.
- Windows XP users: Go to the Control Panel (Start > Control Panel) and open Sounds and Audio Devices. Alternatively, right-click on the speaker icon in your system tray next to the clock, and select "Adjust Audio Properties." Make sure the correct devices are selected under the "Audio" tab.
- "No Audio" displayed on status bar of Adobe Presenter lecture:
- Adobe presenter has a known playback incompatibility with Adobe Flash on OS X Lion (10.7). Try plugging in a pair of headphones, either USB or standard stereo jack, and emptying your browser cache:
- Safari: "Safari > Empty Cache ..." or Option-Cmd-E. Reload the lecture page.
- Firefox: "Tools > Clear Recent History." Set "Time Range to Clear" to "Everything" and uncheck all boxes except Cache. Once cleared, reload the page.
- Chrome: "Chrome > Clear Browsing Data ..." or Shift-Cmd-Delete. Reload the page.
- If clearing your browser cache and reloading the page does not force audio to play over the attached headphones, unplug them and reload the page.
- To learn more about this issue, click here.
If you're still having trouble hearing or viewing lectures after following the instructions above, submit an online support ticket.