Virtual Classroom Guide

1. Online Class Technical Requirements

A modern PC or Mac computer with sufficient memory. Tablets are not supported for online class use.
A minimum screen resolution of 1366 x 768.
A quality internet connection: Download speed at least 5Mbps, upload speed at least 1 Mbps, as measured by our diagnostics.
The latest version of Google Chrome.
A USB headset with a headphones/microphone combination is required; we recommend the Logitech H390, which can be bought on Amazon.
A web camera.

2. Preparing for your online class

We highly recommend that students restart their computer before class.
It is recommended not to run any other applications on the same computer.
It is crucial to keep the entire bandwidth available during classes - no streaming videos, no downloads.
Make sure that your headset is plugged into your computer USB port, and that it is switched ON. If you have a Logitech headset, look for the button on the cord; if the microphone is on, the red light will be steady. If it is blinking, the microphone is off. You can use “+” and “-” to adjust the volume.
Click on the link for your class.
When prompted, enter your user name and password and click "Login".

3. Enabling your camera and headset

Click "Allow" on the browser toolbar to allow the access to your camera and microphone.
Double check that microphone and webcam are allowed. Red cross indicates that your devices are disabled, and it means that nobody will be able to see or hear you.
Click on the camera icon. Double check that camera and microphone access are allowed. Select an option “Ask if …. wants to access your camera and mic…” or stay on “Continue allowing…” option.
Click on the microphone drop down and make sure that that proper microphone is selected (we assume Logitech USB Headset)
Click on the camera dropdown and make sure that proper webcam is selected. In this case this is Logitech QuickCam Pro 9000 – the only real camera, two other options are virtual devices. Do not forget to push “Done” button!
Push “Reload” button to apply setting changes (if any) if Chrome asked… It may result second popup (“Allow”/”Deny”) as in step 3.

Troubleshooting

Logging In

You use the same account to log in to your Student Portal (homework.russianschool.com) and to the Virtual Classroom. If you cannot remember your login details, you can reset your password using the password recovery page.
You can also look in your email inbox for a link to a homework assignment or the welcome email with the link to the Student Portal. Those links will log you in automatically.
If you are logged in on one computer, and you need to log in on another, but you do not remember your password, you can set a new password from the profile page.
If you do not have access to the email associated with your account at this time (for example, if it belongs to a parent who is not at home), contact tech support using the blue chat in the bottom corner of the login screen.

Low CPU

A low CPU speed means that your computer may lag or freeze. Try restarting your computer.
Make sure there are no applications running other than Chrome, and close all tabs in Chrome except the classroom.
If that does not solve the problem, you may need to use a different computer for your RSM-Online classes.

Low Screen Resolution

Your screen resolution is too low for the Virtual Classroom to fit on your screen without overlaps and distortions. The minimum required screen resolution for students is 1366 x 768.
If you can, adjust your resolution. This option should be in your Display settings, under Control Panel on Windows or System Preferences on a Mac.
If the maximum resolution your computer is capable of is still too low, or if raising your resolution makes text too small, you may need to use a different monitor for your RSM-Online classes.

Screen Zoomed IN/OUT

Your screen is zoomed IN/OUT, for the Virtual Classroom to fit on your screen: zooming must be 100% . You can press CTRL+0 for returning to normal screen.

Connectivity issues

You are required to have a quality internet connection: download speed at least 5Mbps, upload speed at least 1 Mbps, as measured by our diagnostics.
We recommend keeping the entire bandwidth available during classes; streaming videos and downloading files on the same network while class is in session will impact the connection.
We recommend that you use a wired internet connection instead of wireless whenever possible.
Sometimes connectivity problems can be caused by high resolution cameras. We recommend students to lower their camera resolutions.

Video and sound

Please make sure your headset is switched ON. If you have a Logitech headset, look for the button on the cord; if the microphone is on, the red light will be steady. If it is blinking, the microphone is off. You can use “+” and “-” to adjust the volume.
Check your computer volume on your taskbar; make sure it is neither muted nor turned all the way down.
Check the volume of your headset. If you use speakers (usually as an emergency back-up), make sure that they are ON, and that their volume is not turned off.
Did you click "allow" to enable your camera and headset for the browser use? See detailed steps under Enabling your camera and headset above.
Does your camera work? Can you use it with other applications like Skype? Do you see yourself at this link?
Can you hear other sounds from your computer? Can you hear this youtube video?
If your headset plugs into the audio jack, not a USB port, it may not be possible to use the headset microphone.
Parent control often interferes with the student's ability to use camera and microphone. Using parent's account usually resolves this issue.
Some versions of antivirus software may block student's ability to use camera and microphone.
Does the video freeze? Do you hear "robo-voice"? You may have connectivity issues. See troubleshooting steps under Connectivity Issues above.

Video Upload Issues

Parental control or antivirus software, as well as some other programs, can block video and audio from uploading to the internet even when your camera is working correctly. Make sure there are no programs of this type on the computer you will be using.
WebRTC technology requires UDP ports 1025 - 65535 to be open. Those ports could be blocked by your firewall, antivirus or any other type of security software. If you experience recurring problems with video in your class, check your firewall settings or speak with your system administrator.

WACOM tablet (teachers only)

Install WACOM driver from here.
Using the WACOM pen, check the borders of the whiteboard. If the mapping is wrong, fix it using Programs -> Wacom Tablet -> Wacom Tablet Properties.
Check the buttons on the tablet. If they are working, disable them using Programs -> Wacom Tablet -> Wacom Tablet Properties. Disable left-mouse click option for the pen. Disable “Use Windows Ink” option in “Mapping” section.

Advanced Troubleshooting. Known Issues and Errors.

If Chrome crashes (“Oh Snap” page), just refresh. If it keeps happening, it may be caused by high resolution cameras. Recommend students to lower their camera resolutions.
If the CMS server is down, ask students to log in through the /guest page. There's also a way to log a teacher in from the guest login, ask Jenya, Maria, Katya or Zufar. (You will know the server is down if Student Portal just doesn't load at all.)
If a student forgot their password:
1. put their username or email into the password recovery box and tell them they should get an email with instructions.
2. If they do not have access to the email account at the time, ask Jenya, Maria, Katya or Zufar to generate a temporary password.
3. In an emergency, ask them to log in through the guest login (adding /guest to the classroom URL).
4. If you are Jenya, Maria, Katya or Zufar, either give them a link to their most recent HW or follow the instructions from the email (keyword 'temporary password').
If opentok is down, check their status page and notify Jenya immediately. You will know it is down if no video or audio is working for anyone. Keep track of how long it was down for.
If instead of their video, you see a black box with white text and a firewall warning, ask them to restart Chrome. If it doesn't help, ask about parental control and firewalls.
“Waiting for channel response…” for a long time or “Channel error 400” - this error was eliminated with the switch away from Channel API in June 2017. If you see it, contact Maria Tyutyunik immediately.
Sometimes a camera is disabled. (Grey crossed out camera icon on Lenovo computers.)
Doubled video is either a user opening the classroom in two tabs, or a slow connection or CPU.
Sync errors - whiteboard clears successfully for all except the teacher, one student doesn't see what the teacher is writing, etc. Refresh.
Make sure that that there is no software that prevents Chrome from accessing the camera.
1. Cyberlink YouCam (most common cause of Chrome crash, based on reports)
2. IBM Trusteer Rapport
Opentok errors:
1. Error code 1006. Could not connect to the OpenTok API Server.
  Student should look for a better connection, preferably not WiFi. Check if others besides the student are using the network heavily (downloading, streaming, etc.)
2. opentok.min.js: 57 Due to high packet loss and low bandwidth, video has been disabled.
  Student should look for a better connection, preferably not WiFi. Check if others besides the student are using the network heavily (downloading, streaming, etc.)
3. Error code CLOSE_ABNORMAL. Rumor.Socket: Rumor Socket Disconnected:
  According to opentok, this error appears after the session has already been disconnected and is not the reason for the disconnect, but a consequence. Fix the underlying cause
4. Error: USERNAME: ! stuck on [..] USERNAME: give up on [..].
  Error codes 1013, 1501.
  Video freezes, user cannot see some/all other users, other users cannot see her/him.
  WebRTC technology requires UDP ports 1025 - 65535 to be open. Those ports could be blocked by your firewall, antivirus or any other type of security software.
  If you experience recurring problems with video in your class, check your firewall settings, unblock the ports or speak with your system administrator. You may want to use different network for your online classes.
5. Error codes 1013, 1501. Sometimes browser crash can be caused by high resolution cameras. We would recommend students to lower their camera resolutions.
6. "Try using https://opentokrtc.com/ for your troubleshooting. If it works there, but does not work in virtual classroom, please contact us at online.techsupport@russianschool.com"

In case of any technical problems that you cannot resolve using this guide, please email your question to online.techsupport@russianschool.com.