Technical Support

Technical Support 2016-12-17T20:22:44+00:00

Student Access

All students of Neijing Studies courses receive an account with access to the course(s) they’re enrolled in. Once logged in to the Virtual Classroom, students have access to previously recorded classes, course documents, announcements, and additional resources.

The entire website can be viewed across all popular devices, including smart phones and tablets. The ability to view the live events and recordings will depend on the capacity of the device being used.

Speed Test

If you’re having problems in the Live Classroom with stuttering, latency, sound breaking up, picture freezing, etc., the issue is likely your internet connection speed. Ideally you should have 3-5mbps download bandwidth, although 2-3mbps may work. Test your connection below.

Test Internet Connection Speed

Live Classes

Adobe Connect

adobeWe use the state of the art Adobe Connect video conferencing software for all live online classes. The software displays multiple windows during the live event, allowing for viewers to see the teacher, a blackboard space for worksheets and notes, and a chat field window to allow for real time interaction between teachers and students. The live event using the Adobe connect software can only be streamed on a computer. Due to the bandwidth needed and the technology Adobe uses, hand held devices and tablets will not stream the Live Webinars.

Screen Shot 2016-08-22 at 3.46.43 PMTest Your System Before the First Class

(1) TEST YOUR SYSTEM REQUIREMENTS

Follow the prompts on the Adobe Connect page to test your connection and system. If you are required to install Flash Player plugin or Adobe Connect add-in test, please follow the prompts. This process should be easy and painless.

Test Your System
(2) LEARN MORE ABOUT SYSTEM REQUIREMENTS TO USE ADOBE CONNECT (if necessary)

If you are still having trouble after running the test and following the prompts, please check Adobe’s system requirements pages to ensure you have the up to date required browser and system.

System Requirements
(3) TROUBLESHOOT YOUR ISSUES WITH ADOBE TECHNICAL SUPPORT (if necessary)

Adobe Connect representatives are available for Chat and Phone support. The link are on this page in the left column.

Adobe Technical Support
(4) WATCH THE ADOBE CONNECT TUTORIAL

Learn how to use the classroom.

Watch Tutorial

Recorded Classes

Recording of a live class

Recording of a live class using Adobe Connect

Within a few days of the live classes, all recordings are made available in the Virtual Classroom. These recordings are available for students who are enrolled in any Neijing Studies online course(s).

vimeoFor the recorded classes, we use Vimeo, a powerful video streaming platform, and serve the videos directly to the class pages of the Virtual Classroom. Vimeo videos work seamlessly across all popular devices automatically, including smart phones and tablets. All internet browsers are supported on Vimeo.

Please note: the recording only allows traditional video capabilities (play, pause, rewind, forward). It does not allow the functions and capabilities of the Adobe Connect software used in the live classes (chat features, blackboard cut and paste function, microphone features, etc.).

Web Browser and Internet Connection Speed

Web Browser

RECOMMENDED BROWSERS
LIVE CLASSES

Adobe Connect works with the recommended browsers listed above on Mac and Windows systems.

RECORDED CLASSES

Easily stream the recorded classes on Vimeo with any of the recommended browsers listed above on Mac or Windows systems.

Speed

In order to participate in the live classes or watch the recorded classes, students should consider their internet speed. Most modern computers can stream videos and live events with no problem.

Adobe Connect should have tested your connection speed above.  If you continue to have trouble, here’s what your internet speed should be:

  • Live classes – at least 3-4 mbps download speed
  • Recorded classes – at least 2-3 mbps download speed
IN THE UNITED STATES

Test your speed at speedtest.net (click the BEGIN TEST button).

IN OTHER COUNTRIES

Test your speed with any company on this website: formyip.com/internet-speed.php. If you don’t see your country listed, please consult your Internet Service Provider or use a website listed in the geographically closest country.

NOTE

If you stream high quality videos on Netflix or iTunes, you should have no problem participating in the live or recorded classes. Streaming YouTube videos without issues is not a good indicator of whether you will be able to stream the live or recorded classes without interruption – their content is usually of much lower quality.

Additional Support

If all else fails and you’ve reviewed and followed the instructions on this page, please submit a form to us with your problem and we’ll do our best to help.

Adobe customer support will be far more helpful with issues about Adobe Connect, but we will do our best.

Tech Support
Include: (1) web browser and version; (2) Mac or Windows; (3) problem you are experiencing (as much detail as possible)
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