Troubleshooting for Forest Fridays: Virtual Author Visits


Despite our best efforts, online sessions don’t also run as smoothly as we’d like. Read on for solutions to your troubleshooting questions.

Prior to the session:


Issue: I haven’t received the connection instructions.
Solutions: Connection emails are sent to all registrants the day prior to the session from the forest@accessola.com email address. If you haven’t received this message, please:
1. Check your spam filter. To ensure you receive messages from OLA and Forest of Reading, please add forest@accessola.com to your address book/white list.
2. Confirm that you are registered for the session using your own email address. If not, it might have been sent to someone else: Did someone else register for you (this may happen for some Forest of Reading registrants)? Did they receive the email?
3. Did you register less than 24 hours before the session begins? If so, please email forest@accessola.com or call OLA at 1-866-873-9867. The staff will confirm your registration and resend the link. All registrants will receive a streamed recording of the session, so if you miss some or all of the session you can still access the content afterward.

Issue: The link isn’t working. 
Solutions:
1. If the “Connect Here” button in the email isn’t working, paste the URL beginning with http://ola.adobeconnect.com… into your Internet browser window. We recommend Mozilla Firefox or Google Chrome, not Internet Explorer.
2. You might need to install plugins or update your browser version in order to run the Adobe Connect platform from your browser. This is why we recommend that you test your connection in advance of the session. Please note that iOS (the operating system for iPad and iPhone) does not support Adobe Flash Player, so you will not be able to access sessions or recordings on these devices.
3. If the page is taking too long to load, check that you are connected to the Internet and that your connection is strong. We recommend an ethernet or other wired connection over a WiFi connection.
4. If you have tried the above and still can’t connect, please call OLA at 1-866-873-9867. The staff will check the link and resend if needed.

Issue: I don’t have a username or password. 
Solution: You do not need a username or password to access the session. Enter as a guest using your first and last name. If you are on a screen asking for a password, click the back button to select the guest option or close your browser window and click the connection link in your email again.

During the session:


Issue: I can’t hear the audio. 
Solutions:
1. Confirm that the speaker button at the top left of the Adobe Connect window is green.
2. Watch a YouTube video or some other audio source to test your headset/speaker sound.
3. Check your settings in your preferences/control panel to ensure the volume is up/not muted.
4. If you are using external speakers, ensure they are on/plugged in.
5. Try closing the browser and coming back in via the link in the connection instructions email.
6. Restart your computer with your headset plugged in.
7. Call your IT support if available.

Issue: The audio quality is bad. 
Solutions: Please note that a slight audio distortion is normal for web connections. However, if your comprehension is affected by the audio quality, try the following.
1. Check your Internet connection speed – slow connections may result in a lag.
2. Ensure you are using a wired Internet connection.
3. Try another browser – we recommend Mozilla Firefox or Google Chrome.
4. Ensure your Internet browser and plugins are up to date.
5. If all participants are experiencing a considerable lag in audio/video, the host will restart the session.
6. In very rare cases, some systems might be too old to handle Adobe Connect. This may be the case if you cannot stream video on your system.

After the session:


Issue: I haven’t received the link to the recording.
Solutions: Follow up emails are sent to all registrants, usually within 24 hours of the session from the forest@accessola.com email address. If you haven’t received this message, please:
1. Check your spam filter. To ensure you receive messages from OLA and Forest of Reading, please add forest@accessola.com to your address book/white list.
2. Confirm that you are registered for the session using your own email address. If not, it might have been sent to someone else: Did someone else register for you (this may happen for some Forest of Reading registrants)? Did they receive the email?
3. Did you register less than 24 hours before the session begins? If so, please email forest@accessola.com or call OLA at 1-866-873-9867. The staff will confirm your registration and resend the link. All registrants will receive a streamed recording of the session, so if you miss some or all of the session you can still access the content afterward. 

Issue: The link isn’t working.
Solutions:
1. If the “View the Slides” button in the email isn’t working, you might need to install plugins or update your browser version. We recommend using Firefox or Chrome, not Internet Explorer.
2. If the page is taking too long to load, check that you are connected to the Internet and that your connection is strong. We recommend an ethernet or other wired connection over a WiFi connection.
3. If you have tried the above and still can’t connect, please call OLA at 1-866-873-9867. The staff will check the link and resend if needed.