Troubleshooting Learning Space for Students

Problems with Live chats and Live Sessions

 

 

Here are some tips if you are having trouble access your Live Chat, SameTime, or Live Sessions.

1. You have clicked on the Live Session and nothing is happening:

Be patient.  The first time you access a Live Session or SameTime, the program will download a small applet to your computer.  This may take as long as 15 minutes to download.  This download will only happen once.  You will not have to do this again.

2. The computer started to download the applet and then it locked up:

To download this applet, you will need to make sure that you have your security set low enough so that your computer will allow you to download cookies.  You also need to turn off any Firewalls that you have on your computer.  You can turn them back on once you have downloaded the applet.

3. The Live Session is not working:

Make sure that you have upgraded your browser to the most current Internet Explorer.  You must have IE 6.0 or higher.  The Live Session is a Java Applet.  You need to have Microsoft Virtual Machine (VM) loaded on your computer in order to see the Java Applet run.  This will not download with your Internet Explorer.  If you are having troubles with Live session, check to see if you have Microsoft Virtual Machine (VM) loaded on your computer.  To do this:

Launch your Internet Browser (Internet Explorer)

Select Tools/ Internet Options on the Menu Bar at the top of the screen

Select the far tab "Advanced"

Scroll down.  You are looking for something that says Microsoft VM.  If it says Java VM or something else before VM, this will NOT work.  It HAS to say Microsoft VM.  There will be three things after the Microsoft VM.  The third option (JIT compiler for Virtual Machine enabled) should be checked.  The other 2 are not.  Click "OK".

If you do not have Microsoft VM, you need to go to the Microsoft Web site and download this player.  To do this:

Go to http://software.udayton.edu

Click on the appropriate link to start downloading Microsoft Java Virtual Machine

4. Live Session is not working and you previously downloaded Sun Virtual Machine:

If the person has downloaded and installed the sun virtual machine, when they go to join the live session they can get this error message: Exception: java.lang.NoClassDefFoundError: com/lotus/sametime/applet/mrc25DEV21279. To fix this, they should go to the Control Panel, then click on the java plug-in 1.4.0. And on the tab marked browser, they should be sure that their browsers are not set to use this plug in. 

5. The Live Session does not come up (and causes the Internet Explorer to crash)

This could be because the Anti-Virus Software that you have on your computer has a very old virus definition file

If you have Norton Anti-Virus Software which is a corporate edition (or one that allows Live Updates), do a Live Update in order to get the latest version. This can be done by stating up the software and clicking on Live Update

If you have Norton Anti-Virus Software, and you do not have the corporate edition or an edition that allows you to run live updates, you could get the corporate version of it (provided you are an affiliate of UD) at http://software.udayton.edu. Install the same and re-start your computer. You should be able to get a live session to work.