Technical Support | Distance and Online Education

1) Check the system and connection requirements for your computer.

2) Verify whether your computer can play or read files from various programs.

3) Download free software as needed.

4) Contact us for technical assistance.

Reminder: If you meet the minimum system requirements,  you will be able to download all of the software and test all of the sample files on this page.


System and Connection Requirements

Internet Connection: Online course materials require an Internet connection and browser

Internet Service Provider (ISP)

Recommended

  • Wired connection highly recommended.
  • DSL/cable 1 MB or higher connection.

 

Internet Browser

Recommended (one or more of the following)

  • Internet Explorer 8 or higher (IE 5.x or higher is required for Media Player Slides with Audio and Adobe Reader)
  • Mozilla Firefox 3 or higher (Firefox works with Windows Media Player.)
  • For Adobe Connect, we DO NOT recommend Google Chrome
  • Other browsers may be used, however you may experience performance problems

Client system requirements: Hosted and licensed deployments

Adobe

 

Windows

  • 1.4GHz Intel® Pentium® 4 or faster processor (or equivalent) for Microsoft® Windows 7, Windows 8 or Windows 8.1
  • • Windows 10, Windows 8.1 (32-bit/64-bit), Windows 8 (32-bit/64-bit), Windows 7 (32-bit/64-bit)
  • • 4 GB of RAM (or higher) for Windows 7 or Windows 8
  • Microsoft Internet Explorer 8 or later; Mozilla Firefox; Google Chrome
  • Adobe® Flash® Player 11.2+

 

Mac OS

  • 1.83GHz Intel Core™ Duo or faster processor
  • 4 GB of RAM (or higher)
  • Mac OS X 10.8, 10.9, 10.10
  • Mozilla Firefox; Apple Safari; Google Chrome
  • Adobe Flash Player 11.2+

 

ZOOM Virtual Classroom


Additional requirements/recommendations


Contact Us

If you meet the minimum system and connection requirements, yet are having problems with the sample documents or the software downloads, please contact us for technical assistance:
dce-techsupport@uiowa.edu, or call during regular office hours at (319) 335-3925.

Please provide the following information:

  • your full name (and Hawk ID if you know it);
  • your contact information (phone number and e-mail);
  • your computer type and operating system (e.g., PC or Mac; Windows 98, XP, Mac OS X, etc.);
  • your type of Internet connection (dial-up, high speed);
  • the primary browser you use (e.g., Internet Explorer, AOL, Netscape);
  • location (Home, Work, Public Library, Internet Cafe, etc.);
  • a description of your problem (opening the sample file, downloading the software, and which type of file etc.)

Information Technology Services

ITS help desk at http://its.uiowa.edu/contact

Phone: 319-384-HELP (4357)
Email: its-helpdesk@uiowa.edu
Online Chat: Help Desk Online Chat
Address: 2800 University Capitol Centre (2nd floor of the Old Capitol Mall)

 

Distance and Online Education Technical Support

Distance and Online Education Tech Support email, dce-techsupport@uiowa.edu, or call during regular office hours at (319) 335-3925.

Please provide the following information:

  • your full name (and Hawk ID if you know it);
  • your contact information (phone number and e-mail);
  • your computer type and operating system (e.g., PC or Mac; Windows 98, XP, Mac OS X, etc.);
  • your type of Internet connection (dial-up, high speed);
  • the primary browser you use (e.g., Internet Explorer, AOL, Netscape);
  • location (Home, Work, Public Library, Internet Cafe, etc.);
  • a description of your problem (opening the sample file, downloading the software, and which type of file etc.)

Why do I have to use a headset microphone, my speakers work just fine?

There are several reasons why using a headset microphone is important.

First, this helps avoid audio echo. Audio echo occurs when the signal coming out of the speakers is picked up by an open microphone and sent back into the system. This results in a very distracting, delayed repeating of the audio. Play Sample (mp3).

By using a headset microphone the audio comes out the earpiece and is not picked up by the microphone. This is also one of the reasons we ask that you DO NOT leave your microphone on, but only turn your microphone on when you are ready to speak.

Secondly, the quality of your audio is better if the microphone is near your mouth. The microphone should be positioned just to the side and not directly in front of your mouth. This placement will avoid the loud popping sound when pronouncing words starting with the letter "P".

Finally, we recommend a USB connection for the headphone to the computer rather than the mini-phone style. The digital USB provides a better sound quality and allows for plug-and-play connectivity.

 

Why do I need to turn my microphone off when I'm not talking?

You should always turn your microphone off when not in use. This prevents unwanted sounds from being transmitted to the rest of the class distracting the instruction. It also reduces the chance of an audio echo being retransmitted to the class. Play Sample (mp3).

 

Why does the audio and video seem choppy or delayed when it was fine last week?

Poor performance can be the result of low bandwidth resulting in a slow connection speed. If you have a cable modem your internet speed will be affected by the number of active computers in your neighborhood linked to the same cable node. If you have a DSL connection in your home the bandwidth of that connection is shared with all the computers you have connected and turned on in your home at that time. Any wireless connection will be a shared connection and of limited bandwidth. Always try to use a wired connection to your internet hub, switch, or modem.

 

How do I tell if I have a slow internet connection?

Run an Internet Speed test by going to this link. We recommend a speed of 1.0 mbps for effective connection to the on-line class.

 

What actions can I take if my connection is slow or bandwidth low?

There are a few actions you can take to decrease your bandwidth usage: Pause your camera if you are using one. This is accomplished by clicking on the pause icon at the lower right corner of the camera pod. The result of the paused camera will be a freeze frame so smile when you click the button. Make sure your microphone is NOT on. Only open the mic when you have something to add to the classroom conversation. Make sure any other computers in your house are turned off or not connected to the Internet. Note: Clicking on the small green bar in the upper right of the screen will provide a bandwidth usage meter. The meter will show amount of delay, upload and download levels.

 

Where do I find information on playing back recorded lectures with UICapture / Panopto?

UICapture / Panopto

 

My class uses the Zoom virtual classroom. Where can I find Information on Zoom?

Zoom