Question 1

Can I test my connection prior to the event?

Accepted Answer

Yes, in fact it’s highly recommended!

Please visit https://www.archiebot.com/connection-tester and follow the on-screen instructions to test your browser and audio/video devices.

Question 2

I got disconnected from my event! What do I do?

Accepted Answer

You can simply refresh your browsing window by clicking the refresh icon or by using the shortcut Ctrl + R (or Cmd + R on Macs).

Question 3

I'm getting an "Unsupported Browser" message on my mobile device.

Accepted Answer

You will need to request the desktop version of the site:

In Chrome, click on the three little dots in the bottom right of your browser window, then tap the box next to “Desktop Site.”
In Safari, tap and hold the “Aa” in the upper left until the menu appears, then choose “Desktop Site."
In Firefox, click on the three dots in the upper right, then tap the box next to “Request Desktop Site.”

Question 4

My connection isn't stable, even with a recommended browser. What now?

Accepted Answer

You may encounter audio/video issues or perhaps an inability to connect to the webpage. Please try the following solutions:

Use one of the other recommended browsers.
Clear your browser’s cache and cookies:

If possible, use a wired internet connection.
Try another network connection, such as your phone’s cellular network.
Ensure you’re not using a VPN, proxy server, or network with restrictive firewalls (like a work network). Some public networks found in libraries or airports may also be overly restrictive.
Visit the page in an incognito (Chrome) or private browsing (Firefox) window and be sure you don’t have any browser extensions enabled.

Question 5

Which browser should I use to access my course?

Accepted Answer

We recommend using Google Chrome or Mozilla Firefox.

Internet Explorer is not a supported browser.

Question 6

Why can't anyone see/hear me?

Accepted Answer

Your audio/video settings are managed in a few places. Please ensure the following:

Your microphone/camera are active/not muted in the event itself.
You have allowed microphone/camera use in your browser. A pop-up should appear the first time you try to use them.
The audio is enabled on your computer, and your microphone/camera isn’t being used in any other applications.

Question 7

Why does my page keep freezing/Why is my material not showing? This fixes a lot of issues?

Accepted Answer

Chrome:

Open Chrome and navigate to a website away from Kaplan Financial (such as google.com).
On your browser toolbar, click the Chrome menu at the top right.
Click Settings > Advanced > Privacy and security > Clear browsing data.
Next to “Time Range” choose All time.
Ensure that the only two items that have check marks next to them are “Cookies and other site data” and “Cached images and files.”
Click Clear data.
Close Chrome to complete the process.
Open Chrome and log back in.

Firefox:

Navigate to a website away from Kaplan Financial (such as google.com).
Click the Open menu button, and choose Options.
Select the Advanced panel.
Click on the Network tab.
In the Cached Web Content section, click Clear Now.
Close the about: preferences page. Any changes you’ve made will automatically be saved.
Important: Close completely out of the browser (Use X in upper corner to close).
Once closed, reopen and log back in.

Safari 8.0+:

Locate the “Settings” Icon.
Within the settings, you will find an option that says “Safari.”
Scroll down until you see the option for “Advanced.”
Then click on where it says “Website Data.”
From here, scroll down and select “Remove all website data."

Question 8

Why doesn't the screen share feature work?

Accepted Answer

When choosing to share your screen, your browser will ask if you’re sure you want to allow the feature to show your screen to others. Make sure you’ve allowed screen sharing through your browser.

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