Support reference for common LogicalLABs questions and issues.

Transcription

1 Support reference for common LogicalLABs questions and issues. Ensure all systems meet minimum technical specifications: Microsoft Windows 7 or higher. Microsoft Internet Explorer 11.0 or higher. Monitor: minimum screen resolution 1280 x 960 and 16-bit color depth (1280 x 1024 or higher and 32-bit color depth recommended). o A second monitor is helpful for displaying lab interface and lab content separately. High speed Internet connection (200 Kb/s per user with 1 Mb burst capacity). Wired connections are recommended. For connectivity specifications, refer to See below for specific common issues. Also see the Learn On Demand online FAQs, as well as the Lab Interface FAQ, available from the Support tab on the side panel in a running lab. Some activities or steps in courseware manual are not in lab content or are worded differently Not all activities can be performed in the virtual remote environment exactly Instructors who use LogicalLABS as the class environment should be aware that there may be differences between the lab activity steps and the steps in the courseware manual, and should work through the labs in advance to get Activation prompts as on live local systems. Software in the labs is licensed (excepting Tableau). However, Microsoft software is not activated. comfortable with the system as well as what is covered. Dismiss the prompts to activate. Microsoft product activation ties a license key to a particular piece of hardware, and since this environment is virtual and not associated with specific hardware, activation is not technically possible.

2 Microsoft Office features are disabled Microsoft Office prompts for license key Need to manually rearm software Some non-activated software requires a rearm process to re-initiate the licensing period. In most cases the rearm will either happen automatically or will be performed as part of the steps in the lab. If necessary, rearm can be performed manually using these steps: 1. Close all Office applications. 2. Navigate to C:\Program Files (x86)\microsoft Office\Office16 3. Right-click OSPPREARM.EXE and select Run as administrator. 4. Select Yes to any UAC prompts. General questions with labs, lab interface, connectivity Incomplete orientation to lab environment 5. Open any Office application and confirm the features are enabled. After redeeming a lab key, launch the test lab, both to check connectivity and to walk through basic lab use. The Trouble With Your Test Lab link opens a page with a summary of connectivity and system requirements and links to a port check and speedtest. Review the FAQ resources from Learn On Demand Systems, listed above.

3 Can t reach the Internet Can t reach a web site Can t activate software Can t run Windows Update Anything else related to Internet access Outbound Internet access is OFF by default in labs due to Learn On Demand Systems corporate security posture. Scrolling issues Not enough screen real estate Can t access buttons It is only enabled in labs where activities are specifically scripted to need it. Screen resolution is below minimum Lab on Demand system requirements. If the lab is specifically scripted with steps that include Internet access, and there is no access, this is a defect that should be reported to Logical Operations: customerservice@logicaloperations.com If the steps do not specifically include instructions to access the Internet, there should be no need to do so; attempts to do so may fail. See technical specifications, above. Make sure display settings allow for at LEAST 900 vertical pixels (for example, 1280 x 1024). Laptop screens sometimes cannot accommodate this try using an external monitor. Be sure other browsers or windows are closed, that the lab window is maximized, and then refresh the window or restart the lab. Unclick pin icons to collapse side or bottom panels to increase stage size. Contact HelpDesk@learnondemandsystems.com if further assistance is needed. Missing scroll bars Default Display settings Try alternate choices on the Display menu:

4 Slow performance Labs disconnect Black screens in labs Entering special characters or punctuation fails. Examples: :, ;. Incorrect characters appear when using non-us keyboards Quality of Service issues in local network environment; (high network use; wireless interference; transient connectivity to ISP, etc.). Effects may be more noticeable in technical labs (i.e. SharePoint), due to volume /complexity of information transmitted. Not usually due to lack of resources on lab VMs. Web browser. IE 11 or higher is the approved, supported browser. Mismatch between physical keyboard layout and keyboard definition in lab image. See technical specifications, above. Verify there is a well-conditioned, stable Internet connection with at LEAST 200 kb/sec both directions. A wired connection is best. WiFi connections, even if strong, may have transient interruptions. If local connectivity settings are adequate and performance is still slow, run a speedtest from affected computer as close as possible to the time of the problem, and send it to Learn On Demand Systems support as soon as possible for evaluation this MUST include time of test and external IP address. After submitting the speedtest, contact HelpDesk@learnondemandsystems.com directly for live monitoring and diagnostics. Learn On Demand Systems does not retain detailed performance logs and cannot diagnose such issues after the fact. If using Firefox or Chrome, this is a known issue due to default security settings in text fields in the browser. Recommendation is to switch to Internet Explorer (if using Windows 8, use the desktop version of IE). If IE is not an option, load the lab, go to the Support tab in the sidebar, and try different selections from the Machine Remote Controller drop-down menu. Review the LODS Help Center Article on this issue: make-my-international-keyboard-work-in-the-lab-interface- Contact HelpDesk@learnondemandsystems.com if further assistance is needed.

5 Sticky Keys prompts, or general problems with keyboard input Lab time expires Restart prompts Inadvertent activation of Windows StickyKeys. Can occur if network lag between student system and lab system. Pressing keys like Shift repeatedly before the desired effect appears on screen may activate Sticky Keys and prevent data entry. If lab use exceeds default time, lab will time out if not extended. Default times are generally quite generous and can be extended on the fly if needed. Virtual machine may detect variations in physical hardware when loading (VM is new each time it loads). If the Sticky Keys warning appears, select Go to the Ease of Access Center to disable the keyboard shortcut, and in Ease of Access, uncheck the Turn on Sticky Keys when SHIFT is pressed five times check box. Students may need to do this on their local machine as well. This only occurs with earlier labs; newer labs are configured to turn Sticky Keys off, so it is not an issue. Click Extend Lab when prompted. If there are other windows overlapping the Lab on Demand window, the prompt to extend the lab time may be hidden. As a result, the lab may count down, at which point it will automatically save. Go back to the lab access screen in Lab on Demand and click Resume to load the saved lab. (If the Resume button doesn t appear, refresh that window.) Note that student-level accounts have a maximum of two concurrent saved environments. Labs are saved for seven days. Click Restart later to dismiss.

6 Prompt to turn on sharing: Virtual machine detects network as if new each time it loads. If sharing is needed it should be turned on during lab development, so should be safe to choose No, don t turn on sharing or connect to devices. Lab not marked complete Need to use Done button. The lab system does not monitor progress under Activities until each lab module has been officially completed. Click Done after each task, so that tasks within the lab are marked complete. When all the steps/tasks in the lab have been accomplished, select Exit Complete and Close. A blue check mark in the Module under Activities will indicate that the labs have been completed. Cannot connect to lab system from a work location Security restrictions within the location s internal network. Refer to required open port settings in connectivity specifications. Contact HelpDesk@learnondemandsystems.com if further assistance is needed.