Student Support/Troubleshooting

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Revision as of 09:35, 21 January 2015 by Nfahie3 (Talk | contribs) (Customer Support via Remote Access)

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Problems installing ClaroRead on Mac

Macs with newest Operating Systems have a security layer that may interfere with installation of ClaroRead.
Follow these steps to bypass extra security layer on Mac that prevents installation of software from "unidentified" developer:
1. In the Finder, locate the app you want to open. Most apps can be found in the Applications folder.
2. Press the Control-key and click the app icon.
3. Choose Open from the pop-up menu.
4. Click Open.



For more information see: http://support.apple.com/kb/HT5290


ClaroRead Upgrade for Mac

http://www.clarodownloads.com/partner/30daydownload?k=Av0y1z.i1EJY5Pi8Az8A

Windows 8 SmartScreen prevented an unrecognized app from starting

Windows 8 comes with SmartScreen Filter integrated into the operating system that presents a warning when user attempts to install app from "unknown publisher."

To install a program, such as ClaroRead, when presented with the Windows 8 Smartscreen warning, Click > Run anyway and Windows will allow the app to run, bypassing the SmartScreen Filter



PDF Aloud will only work with Adobe Reader X and earlier

Adobe Reader XI is not compatible with PDF Aloud.

Visit the Adobe Reader download website to download earlier versions of Adobe Reader



Installing the Learning Ally App

If you have previously installed Learning Ally's Link app, you will need to uninstall it first.

Then, download and install the Learning Ally ReadHear and Learning Ally Audiobook Manager applications. Both application can be found by clicking here ReadHear and Audiobook Manager.

Once both applications have been installed, open the Audiobook Manager.

Click to sync book to the playback software, ReadHear, as shown in the following example.

Learning Ally Audio Manager Sync

Customer Support via Remote Access

Occasionally, it may be helpful for AMAC's Customer Support staff to view your computer screen in real time to help with troubleshooting issues. We use Adobe Connect software along with an internet connection and the telephone for this purpose. Please note that using this software does not give us access to control your computer. Rather, it allows us to have you operate your computer to illustrate issues that you might be having.

To start the process, you will need to direct your browser to the link https://amacusg.adobeconnect.com/tb/.

Once there, you will select to log in as a guest and enter your name in the Name Field.

You will then Click to enter the room. You will see that you have been entered as a participant.

The AMAC Customer Support staff will then change your status from Participant to Presenter which will allow you to share your computer screen.

Finally, you will click on the Share my Screen button in the middle of the meeting room. The first time you do this, you will be prompted to install a plugin. After installation, sharing your screen will then show the AMAC Support staff your computer screen in real time.