Impatica Knowledgebase

KB-000383: I have several students who report that they cannot see my Impatica content. What should I do to help them?

This is most likely caused by the fact that the students do not have Java installed on their computers. Here are some troubleshooting steps to send to the students and follow-up steps to follow should the troubleshooting options not resolve the issue:

1- Troubleshooting steps to try:

 

1-      Ensure Java is installed. To install Java go to: http://www.java.com/en/ and click on the “Free Java Download” button

2-      To test if they have Java and the version they have installed go to: http://www.java.com/en/download/installed.jsp?detect=jre&try=1

       

        If that link does not work (some Mac computers do not work with that link) go to:

 

        http://www.java.com/en/download/help/testvm.xml

4-    If there is a gray box with a red x showing on some pages but the applet from www.impatica.com/imp4ppt works, there may be a proxy situation occurring. Please review the steps at this page:

http://www.java.com/en/download/help/redximage.xml

 

3-     

These are some Impatica Knowledge Base articles that deal with troubleshooting playback issues. Please review all of the options outlined within these articles:

a.       https://www.impaticize.com/impkb/questions/282/

b.      https://www.impaticize.com/impkb/questions/149/

 

2- If none of the above resolves the issue for the student, please have them send the following to you:

1-      The operating system version they are using

a.       A screen capture of the “General” tab of the properties dialog box would be best.

b.      To see the properties of the computer simply right-click the “My Computer” icon (or menu item) and select “Properties” from the pop-up menu.

2-      The version and type of Browser that they are using

a.       Usually the Help menu of browsers has an “About” option. A screen capture of this dialog box is usually easiest.

3-      The version of Java that they have installed. Go to this page: http://www.java.com/en/download/installed.jsp?detect=jre&try=1 and note the version that is indicated as installed on your system.

a.       The version of Java installed can also be seen from the Internet Options dialog box.

b.      They can access the Internet Options dialog box through the Windows Control Panel or through the “Tools” menu in Internet Explorer (If the menus in IE 7 are not visible click the "ALT" button while the browser has the focus).

c.       Once in the Internet Options dialog box, go to the “Advanced” tab

d.      Scroll down to the “Java” section

e.      Note the version installed and ensure that the checkbox is selected.

This process is one of the options discussed in Knowledgebase document 149 indicated above: https://www.impaticize.com/impkb/questions/149/

Please forward the items received from the student to Impatica Customer Support for assistance in troubleshooting the issue further. 

 

 

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