FREQUENTLY ASKED QUESTIONS

How do I report a problem?

If you experience a problem with Elluminate, do not submit tickets via the Elluminate Web site. If you are a faculty or moderator, please visit the Moderator Problem Form. If you are a participant or student, please visit the Participant Problem Form.
 

What if my connection failed or the operation timed out?

This error may be caused by a firewall/proxy or lost Internet connection. It may also be caused by network adapter cards running software drivers that cannot negotiate a priority connection. Visit the Knowledge Base and click the Troubleshooting category, and then the Connection Issues category. A variety of help questions appears in the right frame of the webpage.
 

What if I am unable to start the Elluminate application and receive an "Invalid Argument Error?"

Your Internet browser cache is full and has no room for the temporary files created during the download of Java files. To clear your Internet browser cache, visit the Knowledge Base and use the search term "2410-14".
 

What if I am unable to start the Elluminate application and receive a "Download Error?"

This error occurs when there is a problem with the download of the JAR files (Java Resource Files) that Elluminate requires to run. Ensure that you are connected to the Internet and that the connection is active. After that, visit the Knowledge Base and click the Troubleshooting category, and then the Connection Issues category. A variety of help questions appears in the right frame of the webpage.
 

How do I correct the Java Web Start error?

When the Java Web Start Installer encounters an error while attempting to install, it will halt the installation and display an error message. Clearing the Java cache will force Elluminate to download the required JAR files the next time it launches. This step ‘refreshes’ the .jar files eliminating any possible corrupt .jar files. Refer to the Knowledge Base and click the Troubleshooting category, and then the Java category. A variety of help questions appears in the right frame of the webpage.
 

How do I make my most recent version of Java the default?

You must re-organize the versions of Java installed on your computer. Refer to Elluminate's Knowledge Base Article for step by step directions.
 

Where can I get help with audio related issues?

The first step in troubleshooting audio is to access the Audio Wizard in Elluminate Live!. After starting Elluminate, select “Tools”, “Audio”, "Audio Setup Wizard…” and follow the directions to test your setup. If you still need assistance, refer to the Knowledge Base and click the Troubleshooting category, and then the Audio Issues category. A variety of help questions about audio and microphone issues appears in the right frame of the webpage.
 

What if I keep losing my connection during a session?

There are times when the connectivity level for a participant drops below the acceptable limit that Elluminate Live! can buffer. Elluminate will try to automatically reconnect or you may receive an error message saying “Connection Lost. Reconnecting” or “Connection Failed –Try again?” In both cases, the first step is to lower your connection speed in the session. If this is not successful, it may be an issue with the Internet connection itself. The connection to an Elluminate Live! session needs to be stable and reliable. There are certain connections that may not give that level of reliability and stability, such as satellite and/or wireless connection, as these connections may encounter interference. If there is the possibility of using a wired connection then that may resolve the issue. Refer to the Knowledge Base and use the search term "connection speed".