Troubleshooting Virtual Chat

This document is a direct copy of the Blackboard.com Knowledge Base (for Instructors) document.

Most chat issues are not related to the server. Typically it is either a problem with the browser configuration on the client, or the network settings they are using. When a user has a problem with the chat feature:

1. Try to load a chat session in a different computer.

2. If possible, try to load the chat outside of the network.

3. If the user dials into the Internet, please make sure they are connected.

4. Note the user's browser version, and what OS they are using.

If the tutornet server does not load, loads as a white screen, or otherwise does not work properly, please do the following:

Try to load Chat on other machines in the network. If it works properly, this user is not on the network.

Next, make sure that Java is enabled. For Microsoft Internet Explorer:

1. Click on "Tools".

2. Select "Internet Options".

3. Click on the "Security" tab.

4. Select "Internet".

5. Select "Custom Level". Scroll down to "Microsoft VM"
, and ensure that "Java permissions" is set to either "Medium safety" or "High safety" (not disabled).

6. If "Java permissions" is set to "Disable Java", click on the "Advanced" tab, and select all Java options under "Microsoft VM".

Enabling Java in Netscape:
1. Click on "Edit" and then "Preferences".

2. Then click on "Advanced".

3. Make sure that everything that says "Java" is checked.


NOTE: If the steps above still do not correct the problem, please make sure that your network's firewall is not restricting outgoing TCP connections on Port 7755. In addition, it should not be restricting HTTP connections on Port 8081.

NOTE: If the steps above still do not correct the problem, you may need to obtain the proper Java runtime environment:

Windows -
1. Go to http://java.sun.com/j2se/1.3/jre/download-windows.html , and download the Sun Java 2 runtime environment.

2. Install the application, then restart your machine.

Macintosh running Netscape -
1. Download ONE of the following two Apple Java 2 runtime environment:

DoMRJInstall.bin (411 Kb) available at http://support.blackboard.com/products/Tutornet/DoMRJInstall.bin.

DoMRJInstall.hqx (558 Kb) available at http://support.blackboard.com/products/Tutornet/DoMRJInstall.hqx.

2. Install the application, then restart your machine.

Macintosh running Internet Explorer -
1. Go to http://www.apple.com/java/ and download the Apple Java 2 runtime environment.

2. Install the application, then restart your machine.

NOTE: The MRJ has some hefty system requirements, including a minimum of 32 Mb RAM.