Working Remotely

Instructions for downloading and installing MATLAB or using MATLAB Online.

Issue/Question

How can I access and install / use the MATLAB software on my computer? 

Environment

• MATLAB

Resolution

1. Go to the Western Kentucky University MATLAB portal to download the software. 
2. Click Sign in to get started under the MATLAB section. 
3. You will be given an option to create a MathWorks account. Complete this form as requested, using your WKU email address only, in order to gain MATLAB access. Once this has been completed you will be able to install and activate the MATLAB software on your personal computer or use MATLAB Online from a supported web browser. 

Last Modified: 09-08-2020 08:21AM

Information about software for students, faculty, and staff to be able to work remotely during COVID-19 outbreaks.

Issue/Question

I need to use certain software that was available on campus, but I am not able to be on campus. 

Environment

• WKU Software Center

Cause

Due to COVID-19 outbreaks and WKU migrating classes to online formats, WKU ITS has temporarily waived fees associated with downloading and installing software. 

Resolution

The following software is being provided to WKU students at no charge during the time of COVID-19 outbreaks and WKU migrating to online classes: 

• ArcGIS
  • Please contact your instructor for download information for ArcGIS products. 
     
• AutoCAD
  Note: Please see this link for AutoCAD products.
   
• Mathematica
  • Click here for instructions on installing Mathematica.
     
• Microsoft Office
  • Click here for instructions on installing Office on a personal device. 
     
• Photo Mechanic 6
  • Please contact your instructor for download information for Photo Mechanic products. 
     
• Physics Data Assistant (PHYS 256 & 266)
  Note: Please see this link for Physics Data Assistant software. Any questions regarding this software should be directed to your professor. 
   
• Read&Write Gold
  • Click here for instructions on installing Read&Write Gold.
     
• SAS University Edition
  • Click here for ​​​​​​instructions on installing SAS University Edition for macOS. 
  • Click here for instructions on installing SAS University Edition for Windows computers. 
     
• SAS Full Version
  Note: This version of SAS is available only for Windows computers and requires a large amount of storage space and a strong network connection to install. More information can be found here about this version of SAS. If you have SAS and need to renew the license, that information is located here

Last Modified: 08-19-2020 09:56AM

Instructions for uploading a file within Microsoft OneDrive and sharing it with other users.

Issue/Question

How do I upload and share a file through Microsoft OneDrive?

Resolution

Access to Microsoft OneDrive is offered through the email portal.

1. Log into your WKU email. 
2. Open the App Launcher (blue icon at top left).
3. Under Apps, click OneDrive.
4. You can either drag the file into the area labeled Drag files here to upload, or click Upload and select the file by navigating to it's location on your device.
5. Once the file is done uploading, hover your mouse over it within OneDrive and click the  Share button.
6. Select who you would like to have access to the file link. If everyone is selected, individuals will still need to have the link to access the file.
7. If you would like the individuals that can access the shared file to be able to change the file, check the box labeled Allow editing.
8. If you would like the file to be available until a specific date, select Set expiration date and select a date.
9. Click Apply.
10. Enter the email address of the person(s) who you are sharing the file with.
11. If necessary, add a personal message that the recipient will see along with the file link.
12. Click Send to share the file.

 Note: OneDrive has a maximum uploaded file size of 10GB. It is a useful way for students to share files with instructors that are larger than the 250MB file size limit present in Blackboard.

Last Modified: 01-15-2021 11:40AM

Instructions for adding an Alternative Host to Zoom meetings.

Issue/Question

How do I enable an alternative host for my Zoom meeting?

Environment

• Zoom

Resolution

Note: If a host is attending a meeting but needs assistance with managing the meeting, they can assign a co-host during the meeting.

See below for instructions for adding an alternative host:

1. Sign in to the Zoom Desktop Client and click Schedule.
2. Click Advanced Options and look for the Alternative Hosts field.
3. Input your desired Alternative Hosts. 
4. Click Schedule to finish and continue scheduling your meeting.The alternative host will now receive an email letting them know that they have been added as an alternative host.

Last Modified: 04-01-2020 11:51AM

Instructions for adding a Co-Host to a Zoom meeting.

Issue/Question

How do I make one of my Zoom meeting participants a Co-Host?

Environment

• Zoom

Resolution

Note: Co-hosts are assigned during a meeting and cannot start a meeting. If a host needs someone else to be able to start the meeting, they can assign an alternative host. 

Follow these steps to grant co-hosting to one of your participants:

1. Begin the Zoom meeting.
2. Click on Manage Participants in the meeting controls at the center-bottom of the Zoom meeting window.
3. In the sidebat that appears, hover over the name of the participant who is going to be a co-host, and choose More.
4. Click Make Co-Host.

Last Modified: 04-01-2020 11:50AM

Information about addressing unwanted participants / behavior in a Zoom meeting.

Issue/Question

How do I address unwanted participants during a Zoom meeting?

Environment

• Zoom

Cause

There is unwanted/inappropriate participation in a Zoom meeting that needs to be addressed. 

Resolution

• Interrupt an inappropriate participant share

  • As the host, you can disable someone’s shared content if needed.

• Remove the ability for all participants to share within the session

  • This can be done both before the session and during the session.

• Remove the participant in question

• Lock the session

  • Once you are happy with who is in your session, you can choose to lock your session, so that no one else may enter. 
    Note: If you have students late to a session, they may be locked out. You can unlock to let them enter, and re-lock once they've entered. 

• Prevent participants from renaming themselves

• Muting/Unmuting All Participants in a Zoom Meeting

  • As the host you can mute all participants in the meeting, so an unwanted participant utilizing audio can be silenced until the host can remove them.

Click here to learn how to prevent unwanted participants when scheduling Zoom meetings.

Last Modified: 05-28-2020 09:09AM

Information about permissions for Zoom Desktop Client for Macs on 10.14 Mojave and 10.15 Catalina

Issue/Question

How do I allow permissions for Zoom Desktop Client for Mac?

Environment

• Zoom
• MacOS

Resolution

When using Mac OS 10.14 Mojave and 10.15 Catalina, the Zoom Desktop Client will ask you to authorize access to the following permissions, depending on which features you are accessing in Zoom.

• Camera - sharing your video in a meeting or webinar
• Microphone - joining computer audio in a meeting or webinar
• Screen Recording (Mac OS 10.15 Catalina only) - sharing your screen in a meeting or webinar
• Files and Folders (Mac OS 10.15 Catalina only) - sharing and saving files from chat in a meeting or webinar, as well as recording locally to your computer. 
• Accessibility - allowing remote control in a meeting 

1.  Click OK during the initial request and you will be able to use your microphone and camera in Zoom.
2. If you click Don’t Allow for Zoom access during this initial prompt (or if the camera, microphone, and remote control access become disabled) you will need to go into your System Preferences to allow access. Learn how to authorize Zoom access to your camera and microphone.

Last Modified: 03-17-2020 10:15AM

Instructions for allowing participants to record a Zoom meeting.

Issue/Question

How do I allow my participants to make a recording of our Zoom meeting?

Environment

• Zoom

Resolution

1. Click Participants in the controls in the center of the screen.
2. In the list of names that appears hover over the requesting participant's name and click the More button that appears.
3. In the pop out menu that appears, click the Allow Recording option. The participant will be informed that they are now allowed to record the meeting.

Last Modified: 03-23-2020 14:56PM

Instructions for allowing removed Zoom participants to rejoin a meeting room.

Issue/Question

How do I allow removed Zoom participants back into my meeting? 

Environment

• Zoom

Cause

Previously removed Zoom participants need to be allowed back into a meeting room. 

Resolution

1. Log into Zoom online here. 
2. Click Settings. 
3. Select the In-Meeting (Basic) section. 
4. Toggle the option for Allow removed participants to rejoin to your preference. 
5. Removed participants will be able to rejoin any meetings you have hosted that you removed them from. 

Last Modified: 10-28-2020 14:32PM

Information for troubleshooting no video in Zoom when using the computer's built-in webcam

Issue/Question

I cannot see built-in webcam in a Zoom Meeting.

Environment

• Zoom
• MacOS

Resolution

1. If you have not already, test your video to confirm that the correct camera is selected and adjust your video settings. Learn how to test your video here.
2. Leave the meeting via End Meeting in the bottom toolbar. 
3. If you are not the host, select Leave Meeting to avoid cancelling the connection for other meeting attendees
4. Make sure that all other programs that utilize the camera, such as Photo Booth and Facetime, are closed. 
5. Restart your computer.
6. If the camera still does not work in Zoom after restarting, check if the camera works in a Mac app, such as Photo Booth or Facetime.
   • If it works elsewhere, uninstall the Zoom client and reinstall the latest version from the Zoom Download Center.

Note: If you are on Mac OS 10.14 Mojave and are still having difficulty accessing the camera, check your operating system permissions to confirm that Zoom has access to the camera. 

Last Modified: 03-19-2020 09:20AM

Information about not seeing built-in webcam in the Camera options in a Zoom Meeting on Windows

Issue/Question

I cannot see the built-in webcam in a Zoom Meeting on Windows.

Environment

• Zoom
• Windows

Resolution

1. If you have not already, test your video to confirm that the correct camera is selected and adjust your video settings. You can learn how to test your camera here.
2. Leave the meeting via End Meeting in the bottom toolbar. 
3. If you are not the host, select Leave Meeting to avoid cancelling the connection for other meeting attendees
4. Make sure that all other programs that utilize the camera are not using the camera or are closed.
5. Restart your computer.
6. Uninstall the Zoom client and reinstall the latest version from the Zoom Download Center.
7. Visit your device's support and downloads page to update the camera driver:
   • Logitech
   • Dell
   • Lenovo
   • HP
   • ASUS
   • Samsung
   • Sony (PC) (Webcams)

Note: Windows 10 has a privacy feature that may block Zoom from using the camera. Learn more about this feature and how to allow Zoom access to your webcam. 
Note: Some computers may have a physical switch around the camera that closes it off. Please ensure that your camera shutter has been opened. 

Last Modified: 03-19-2020 09:22AM

Instructions for changing views in Zoom.

Issue/Question

How do I change views in a Zoom meeting?

Environment

• Zoom

Resolution

Zoom has 2 ways of viewing meeting participants. Speaker mode will display the person speaking at the moment and will switch to another participant when they start talking. Gallery view will display all participants at all times, with the video feed for each scaling to fit the meeting window. You can switch between these views by clicking on the View button at the top right of the meeting window, next to the full-screen button.

Last Modified: 03-13-2020 10:45AM

Instructions for changing how many people can share content at a time in a Zoom meeting.

Issue/Question

How do I change how many people can share content at a time in Zoom?

Environment

• Zoom

Resolution

By default Zoom will only allow one participant to be able to share content at any given time. However, you do have the option to allow multiple participants to share content simultaneously.

1. In the Control Panel in the center of the Zoom meeting window, click the small arrow next to the green Share Screen button.
2. In the menu that appears, click Advanced Sharing Options.
3. In the popup that appears, under the How many participants can share at the same time? section, click the button next to Multiple participants can share simultaneously. 
4. Click the X at the top right of the popup window to save your settings and close the popup.

Last Modified: 03-16-2020 15:21PM

Instructions for changing who can share content in a Zoom meeting.

Issue/Question

How do I change who is allowed to share content during a Zoom meeting?

Environment

• Zoom

Resolution

By default Zoom will allow all participants to be able to share content in a meeting. However, you do have the option the restrict sharing to only the host.

1. In the Control Panel in the center of the Zoom meeting window, click the small arrow next to the green Share Screen button.
2. In the menu that appears, click Advanced Sharing Options.
3. In the popup that appears, under the Who can share? section, click the button next to Only Host. 
4. Click the X at the top right of the popup window to save your settings and close the popup.

Last Modified: 03-30-2020 11:09AM

Instructions for creating a poll during a Zoom meeting.

Issue/Question

How do I create a poll during a Zoom meeting?

Environment

• Zoom

Resolution

1. Start the scheduled Zoom Meeting.
2. Select the Polling option in the menu bar.
   Note: You must be in a scheduled meeting to see the Polling option. It will not be available in an instant meeting started with the New Meeting option in the Zoom Desktop Client.
3. Click Add a Question. This will open up your default web browser where you can add questions to the poll. 
4. Enter a title and your first question.
   • (Optional) Check the box to make the poll anonymous, which will keep the participant's polling information anonymous in the meeting and in the reports. 
   • Select whether you want the question to be single choice (participants can only choose one answer) or multiple choice question (participants can choose multiple answers).
5. Type in the answers to your question. 
6. If you would like to add a new question, click Add a Question to create a new question for that particular poll.
7. Click Save to save your poll. 
8. Return to your active Zoom meeting and click Polling to launch the poll. 
9. Your poll should now open. 

You can also download a report of the poll results after the meeting. 

Last Modified: 04-15-2020 09:55AM

Instructions for creating a poll for a scheduled Zoom meeting.

Issue/Question

How do I create a poll for a scheduled Zoom meeting?

Environment

• Zoom

Resolution

1. Sign into the Zoom web portal.
2. Select Meetings in the left menu. 
3. Click on your scheduled meeting.
   Note: If you have not yet scheduled the meeting in which you want to utilize polling, schedule the meeting in either the Zoom Desktop Client or in the web browser.
4. Scroll to the bottom of the page to find the Poll option. If you haven't yet created a poll, you should see You have not created any poll yet. and the option to Add. 
5. Click Add to add a poll. 
6. Enter a title and your first question.
   • (Optional) Check the box to make the poll anonymous, which will keep the participant's polling information anonymous in the meeting and in the reports. 
   • Select whether you want the question to be single choice (participants can only choose one answer) or multiple choice question (participants can choose multiple answers).
7. Type in the answers to your question. 
8. If you would like to add a new question, click Add a Question to create a new question for that particular poll.
9. Click Save to save your poll. 

You can also download a report of the poll results after the meeting. 

Last Modified: 04-14-2020 16:19PM

Instructions on creating a recurring audio conference in Zoom.

Issue/Question

How do I create a Recurring Audio Conference with Zoom?

Environment

• Zoom

Resolution

1. Sing into Zoom here. 
2. Click Schedule a Meeting. 
3. Enter a name for your meeting in the Topic box. 
4. Click Recurring meeting. 
5. From the drop down menu, change Daily to No Fixed Time. 
6. Confirm Enable Join Before Host and Mute Participants Upon Entry are both checked. 
7. Click Save. 
8. From the Meeting got to the Invite Attendees section and click Copy Invitation. 
   Note: You can copy the entire invitation, or only the phone numbers and Meeting ID section if you like.
9. Send the information to your invitees with the date(s)/time(s) of your meeting(s). 

Last Modified: 03-23-2020 12:14PM

Instructions for disabling the ability for participants to rename themselves in future Zoom meetings.

Issue/Question

How do I prevent all Zoom participants from renaming themselves in future meetings?

Environment

• Zoom

Resolution

1. Sign into the Zoom web portal.
2. In the navigation menu on the left, click Settings.
3. Click In-Meeting (Basic).
4. Scroll to find Allow participants to rename themselves.
5. If the setting is enabled, click the toggle to disable it. A gray toggle indicates the setting is disabled. 
6. Sign out of your Zoom Desktop Client and sign in again. 
7. All future meetings that you host should now have this function disabled by default for participants. 

Last Modified: 04-08-2020 11:47AM

Instructions for disabling chat during a Zoom meeting.

Issue/Question

How do I disable chat during a Zoom meeting?

Environment

• Zoom

Resolution

1. Start the Zoom Meeting.
2. Click Security  in the bottom toolbar.
3. Make sure Chat is unchecked.
4. If it is checked, click it to disable.

The chat feature is now disabled for the duration of the meeting. You can also disable the chat feature for all future meetings for which you are the host. 

Last Modified: 04-08-2020 14:09PM

Instructions for disabling chat for all Zoom meetings for which you are the host.

Issue/Question

How do I disable the chat feature for all future Zoom meetings of which I am the host?

Environment

• Zoom

Resolution

1. Sign into the Zoom web portal.
2. In the navigation menu on the left, click Settings.
3. Click In-Meeting (Basic).
4. Scroll to find Chat.
5. If the setting is enabled, click the toggle to disable it. A gray toggle indicates the setting is disabled. 
   Note: Auto-saving chats is enabled by default by WKU ITS. This is for your security, so it is not recommended to disable this setting by itself. If you disable and re-enable the Chat function, Auto-saving chats will automatically be re-enabled. 
6. Sign out of your Zoom Desktop Client and sign in again. 
7. All future meetings that you host should now have this function disabled by default for participants. 

You can also disable the chat feature for individual meetings. 

Last Modified: 04-08-2020 14:04PM

Instructions for disabling individual participant's videos in a Zoom meeting.

Issue/Question

How do I disable individual participant's videos in a Zoom meeting?

Environment

• Zoom

Resolution

1. Open your Zoom client and sign into Zoom.
2. If you are a host, join the meeting as a host.
3. In the bottom toolbar, select Manage Participants to display the Participants list.
4. Click the drop-down menu located at the top-left corner to close the participants list or click Pop Out to separate the participants list from the meeting window.
5. Hover over a participant and click More.
6. Click Stop Video to stop the participant's video stream so they are unable to start their video.
   Note: If the participant hasn't started their video, you will instead see the Ask to Start Video option.

Last Modified: 03-17-2020 11:02AM

Instructions for disabling a participant's content share during a Zoom meeting.

Issue/Question

How do I disable a participant's content share during a Zoom meeting?

Environment

• Zoom

Resolution

Stopping an Active Screen Share During a Meeting

1. When the participant’s shared content is showing in the meeting, click View Options at the top of the shared screen.
2. Click Stop Participant’s Sharing.

Disabling Screen Share Ability During a Meeting

Note:  This is only necessary if you manually re-enabled screen sharing on your account level or for the individual meeting after March 26th, 2020.

1. Start the Zoom Meeting.
2. Click Security  in the bottom toolbar.
3. Make sure Share Screen is unchecked.
4. If it is checked, click it to disable it.
5. Participants will be unable to share content for the duration of the meeting. 

​​​​​​​You can learn more about securing your Zoom meeting here.

Last Modified: 05-28-2020 09:13AM

Instructions for downloading Zoom on desktop or mobile.

Issue/Question

How do I install the Zoom application for mobile or desktop environments?

Environment

• Windows
• Mac
• iOS
• Android

Resolution

On PC/Mac

1. Go to https://zoom.us/download.
2. From the Download Center, click on the Download button under Zoom Client For Meetings.
3. Choose a location to save the installer to and then click Save.
4. After the download has completed open the downloaded file and follow the prompts to install Zoom.
5. The program should start automatically after installation. If it does not you should be able to locate Zoom in the start menu (on Windows) or Finder (on Mac). 

On iOS/Android

1. Open the App Store (on iOS) or the Play Store (on Android) and search for Zoom.
2. The first result should be Zoom Cloud Meetings.
3. Select that application and tap on install.

Last Modified: 03-13-2020 10:26AM

Instructions on how to edit permissions for Zoom if the client clicked "Don't Allow" when prompted to give microphone or camera access by the Zoom Desktop Client.

Issue/Question

How do I edit permissions for Zoom Desktop Client for macOS?

Environment

• Zoom
• macOS

Resolution

1. Make sure the Zoom application is closed.
2. Click the Apple logo at the top left corner of your screen.
3. Click System Preferences.
4. Click Security & Privacy.
5. Click Privacy.
6. Click the lock icon at the bottom left corner of the Security & Privacy window.
7. Enter your OS administrator username and password.
8. Click Unlock.
9. Click the permission that you need to change: Camera, Microphone, Screen Recording, Files and Folders or Accessibility.
10. Click the checkbox next to zoom.us and/or Zoom Rooms.
    Note: For Local Recording on Catalina, you need to click the checkbox for at least the Documents Folder option under zoom.us.
11. A window will appear asking you to restart Zoom or the Zoom Rooms application.
    Note: If you need to allow other permissions, click Later. Repeat steps 7 and 8 for any additional permissions you need to enable.
    Note: Once you've allowed all necessary permissions, click Quit Now. 
12. Reopen Zoom and you should now have full access.

Last Modified: 03-19-2020 09:20AM

Instructions to edit permissions for Zoom Desktop Client for Windows if Zoom cannot see the built-in webcam and there are no other programs using the webcam concurrently with Zoom.

Issue/Question

How do I change the permissions for Zoom for my camera and microphone?

Environment

• Zoom
• Windows

Resolution

1. Make sure the Zoom Desktop Client is closed.
2. Go to Start.
3. Go to Settings.
4. Go to Privacy.
5. On the left side menu, under App Permissions, click Camera or Microphone.
6. Make sure Allow Apps to Access Your Camera/Microphone is On.
7. Scroll down the page to see Choose which apps can access your camera/microphone.
8. Click On next to Zoom to enable video permissions for the Zoom Desktop Client.
9. Reopen Zoom and you should now have full access.

Last Modified: 03-19-2020 09:22AM

Instructions to change the playback range of a Zoom cloud recording.

Issue/Question

How do I edit the beginning or ending of my Zoom cloud recording?

Environment

• Zoom

Resolution

1. Browse to https://wku.zoom.us
2. Click Sign In.
3. Enter your NetID and password.
4. In left hand column, click Recordings.
5. Click the Cloud Recordings tab; you will see a list of meetings in which you have made a recording.
6. Click the name of the recording you would like to edit.
7. Click the grey video box.
8. Play the video and find the point that you would like to have the video start playing (i.e. 4:00).
9. Click the scissors  at the bottom right end of the tool bar.
10. Click the center of the double arrows for the beginning and/or ending; slide to the location to begin/end playback.
    Note: You can adjust the beginning and the end of the video in the same manner.
11. Click Save
12. The playback range will be adjusted for recording links.  
    Note: If a recording is downloaded, the playback range adjustment goes back to full length of the video.

Last Modified: 03-27-2020 10:40AM

Instructions for enabling a Waiting Room for existing Zoom meetings.

Issue/Question

How do I enable a Zoom Waiting Room for existing meetings?

Environment

• Zoom

Resolution

Web Browser

1. Navigate to zoom.wku.us and sign in.
2. Go to the Meetings tab on the left to see your scheduled meetings. 
3. Make sure you are seeing the Upcoming Meetings section.
4. Click on the meeting name. 
5. Scroll down and click Edit this meeting.
6. Under Meeting Options, click the checkmark next to Enable Waiting Room.
7. Click Save. A green checkmark next to Enable Waiting Room indicates it is enabled. 
    

Zoom Desktop Client

1. Open the Zoom Desktop Client and sign in. 
2. Click the Meetings tab at the top of the window. 
3. Find the meeting you want to edit on the left hand side and click it. 
4. Click Edit.
5. Under Advanced Options, click the checkmark next to Enable Waiting Room.
6. Click Save. Your meeting is now updated. 

Last Modified: 04-06-2020 13:39PM

Instructions for re-enabling participant sharing in a zoom meeting.

Issue/Question

How do I enable sharing for all participants in a Zoom meeting?

Environment

• Zoom

Resolution

1. Start the Zoom Meeting.
2. In the bottom toolbar, click the small arrow next to the green Share Screen button.
3. In the menu that appears, click Advanced Sharing Options.
4. In the popup that appears, under the Who can share? section, click the button next to All Participants.
5. The option to change Who can start sharing when someone else is sharing will become available. Choose your setting based on your preferences for your meeting.  
6. Click the red X at the top corner of the popup window to save your settings and close the popup.

Last Modified: 03-30-2020 11:07AM

Instructions for enabling a Waiting Room in Zoom during a meeting.

Issue/Question

How do I enable a Waiting Room during an active Zoom meeting?

Environment

• Zoom

Resolution

1. Start the Zoom Meeting.
2. Click Security  in the bottom toolbar.
3. Make sure Enable Waiting Room is checked.
4. If it is unchecked, click it to enable.

The waiting room will be in place for the duration of the meeting or until you disable it.

Last Modified: 04-08-2020 14:15PM

Instructions for enabling a Zoom Waiting Room for all meetings.

Issue/Question

How do I enable a Waiting Room for all meetings in Zoom?

Environment

• Zoom

Resolution

1. Sign in in to the Zoom web portal.
2. In the navigation menu, click Account Management.
3. Click Settings.
4. Navigate to the Waiting Room option under In-Meeting (Advanced) and verify that the setting is enabled.
5. If the setting is disabled, click the Status toggle to enable it.
6. If a verification dialog displays, choose Turn On to verify the change.
7. Select who you want to admit to the waiting room (not your meeting).
   1. All participants: All participants joining your meeting will be admitted to the waiting room. 
   2. Guest participants only: Only participants who are not on your Zoom account or are not logged in will be admitted to the waiting room. If not logged in, they will have an option to log in.
8. Sign out of your Zoom Desktop Client and sign in again. 
9. All future meetings that you host should now have the Waiting Room function enabled by default. You will be prompted to admit particpants from the waiting room to your Zoom when they enter the meeting. 
   Note: Join Before Host will not work if Enable Waiting Room is selected, as these two functions perform opposing tasks.

Last Modified: 04-03-2020 14:29PM

Instructions for enabling the Virtual Background feature for your own use (non-admin, not for enabling for groups or all users).

Issue/Question

How do I enable the Virtual Background feature for my own use (non-admins)?

Environment

• Zoom

Resolution

1. Sign into the Zoom web portal at wku.zoom.us.
2. Click Settings in menu on the left.
3. Under the Meeting tab, scroll to the In Meeting (Advanced) section find the Virtual Background option.
4. Click the circle icon to the right to enable/disable this option.
5. Open the Zoom Desktop Client to utilize this feature and make changes to the settings. 

Last Modified: 03-19-2020 16:22PM

Instructions for enabling a Zoom Waiting Room when scheduling an individual meeting.

Issue/Question

How do I enable a Zoom Waiting Room when scheduling an individual meeting?

Environment

• Zoom

Resolution

1. Open your Zoom Desktop client to schedule a new meeting.
2. Set your other meeting options. 
3. Click Advanced Options.
4. Make sure Enable Waiting Room is checked.
Note: Even if the Join Before Host function is checked, it will not work if Enable Waiting Room is selected, as these two functions perform opposing tasks.
5. Click Schedule to schedule your meeting. 

Last Modified: 04-03-2020 14:26PM

Instructions for ending a Zoom meeting.

Issue/Question

How do I end my Zoom meeting?

Environment

• Zoom

Resolution

To end your Zoom meeting, click the End Meeting button in the lower right corner of your window. You can also end the meeting by closing the window using the X button at the top left of your screen. If you are the host of the meeting you will be asked if you want to end the meeting for all or if you want to continue the meeting by selecting a new host.

Last Modified: 03-17-2020 13:08PM

Instructions for finding saved Zoom recordings on your computer.

Issue/Question

I have recorded a Zoom meeting and I need to know where to find the saved MP4 video file on my computer.

Environment

• Zoom

Resolution

1. To change or find the location of your saved video file, log into your Zoom account.
2. Click the Settings button or click on your profile picture and then click the Settings menu item.
3. Click the Recording link.
4. The Location box lists the current location of saved recordings.
5. Click the Open button to open the folder containing your recordings.
6. Click the Change button to change where recordings are saved.

Last Modified: 03-17-2020 09:00AM

Instructions on how to mute your microphone in a Zoom meeting.

Issue/Question

How do I mute my microphone in Zoom?

Environment

• Zoom
• MacOS
• Windows

Resolution

1. Open your Zoom Desktop client and sign into Zoom.
2. Join the meeting.
3. Move your mouse in the Zoom Conference window to show the bottom toolbar.
4. Look for the audio icon on the bottom left. 
5. Click the icon to toggle the mute function for your microphone. The label will change from Mute to Unmute.
6. Your microphone is now muted.
7. Click the icon again to unmute. The label will change from Unmute to Mute.

Last Modified: 03-17-2020 12:05PM

Instructions for scheduling a Zoom meeting to be recorded.

Issue/Question

I am scheduling a Zoom meeting and want it to be recorded.

Environment

• Zoom

Resolution

1. Browse to wku.zoom.us.
2. Click the Sign in button.
3. On the Single Sign-On page, enter your NetID & Password
4. Click Sign In.
5. Click the Meetings link.
6. For a new meeting, click the Schedule a New Meeting button.  For an existing scheduled meeting, click the title of the meeting you wish to record.
7. Under the Meeting Options section, click the check box Record the meeting automatically on the local computer.
8. Click the Save button.
9. Your meeting will now automatically be recorded and saved as an MP4 video file on your computer in the Documents > Zoom folder.
10. To change or find the location of your saved video file, login into your zoom account.
11. Click the Settings button or click on your profile picture and then click the Settings menu item.
12. Click the Recording link.
13. The Location box lists the current location of saved recordings.
14. Click the Open button to open the folder containing your recordings.
15. Click the Change button to change where recordings are saved.

Last Modified: 04-16-2020 13:16PM

Instructions for Selecting your webcam in a Zoom meeting.

Issue/Question

How do I select a Webcam in a Zoom meeting?

Environment

• Zoom
• MacOS
• Windows

Resolution

1. Join the Zoom meeting using the Meeting ID provided by the host. 
2. Move your mouse in the Zoom Conference window to show the bottom toolbar.
3. Look for the camera icon on the bottom left. 
4. Make sure the icon is labelled Stop Video. (If the video is muted, this will be labelled Start Video and will have a red slash through the icon.)
5. Click the upward-facing arrow directly adjacent to the camera icon. 
6. Select the camera that corresponds to your webcam.
7. Your meeting attendees should be able to see you. 

Last Modified: 03-17-2020 11:02AM

Instructions for starting a Zoom Instant Meeting using your Personal Meeting ID.

Issue/Question

How to Start a Zoom Instant Meeting Using Personal Meeting ID

Environment

• Zoom

Resolution

1. Open your Zoom client and sign into Zoom.
2. To see your personal meeting ID, click Meetings in the top taskbar.
3. Click Home to see the New Meeting option.
4. Click the downward arrow beside New Meeting and check Use My Personal Meeting ID.
5. Now when you click Start with Video or Start without Video on this computer, it will use your Personal Meeting ID (PMI).
6. Click New Meeting to enter your meeting.

Note: This is not recommended for class meetings, as your personal meeting space is always accessible to anyone you give the ID to

You can learn more about your Personal Meeting ID here. 

You can learn about scheduling other meetings here. 

Last Modified: 03-13-2020 12:19PM

Instructions for joining a Zoom meeting with either a Meeting ID or a hyperlink from the Host.

Issue/Question

How do I join a Zoom meeting?

Environment

• Zoom

Resolution

To join a Zoom meeting, you will need either a hyperlink from the Host or a Meeting ID#.

If you receive a Meeting ID #:

1. Browse to wku.zoom.us
2. Click Join.
3. Type in the Meeting ID #.
4. Click Join.

If you receive a Meeting Hyperlink:

1. Highlight the hyperlink and copy the link.
2. Open a browser window, such as Google Chrome.
3. Paste the hyperlink in the address bar.

Starting Application

If you have previously used Zoom on your device,

• On a Mac, the prompt Do you want to allow this page to open Zoom.us?  Click Allow.
• On a PC, click Open Link on the Launch application box to open Zoom Meetings.

If this is the first time you have joined a Zoomed meeting on the device,

• You will be prompted to download the Zoom application. Follow the directions on the screen.

Last Modified: 03-17-2020 13:08PM

Instructions for launching a poll during a zoom meeting.

Issue/Question

How do I launch a poll during a Zoom meeting?

Environment

• Zoom

Resolution

1. Start the scheduled Zoom Meeting.
2. Select the Polling option in the menu bar.
   Note: You must be in a scheduled meeting to see the Polling option. It will not be available in an instant meeting started with the New Meeting option in the Zoom Desktop Client.
3. Select the poll you would like to launch.
4. Click Launch Poll.
5. The participants in the meeting will now be prompted to answer the polling questions. The host will be able to see the results live.
6. Once you would like to stop the poll, click End Poll.
7. If you would like to share the results to the participants in the meeting, click Share Results. Participants will then see the results of the polling questions.

You can also download a report of the poll results after the meeting. 

Last Modified: 04-15-2020 09:57AM

Instructions for locking a Zoom meeting to prevent others from joining.

Issue/Question

How do I lock a Zoom meeting so that no one else can enter?

Environment

• Zoom

Resolution

1. Start the Zoom Meeting.
2. Click Security  in the bottom toolbar.
3. Make sure Lock Meeting is unchecked.
4. If it is not checked, click it to lock the meeting.

Note: The meeting will be locked until you unlock it. Meetings can only be locked individually as there is no option to lock all future meetings by default.

Last Modified: 04-08-2020 12:10PM

Instructions for creating a new Zoom account or signing into a Zoom account licensed by WKU.

Issue/Question

How do I create / sign into a Zoom account created by WKU that allows for meetings longer than 40 minutes? 

Environment

• Zoom

Resolution

Logging into the Zoom Desktop Client

1. Open the Zoom application on your computer. 
2. Choose Sign in with SSO. 
   Note: If Zoom opens up and is already signed in, ensure that you sign out first by clicking your profile icon in the upper-right corner. 
3. Enter in the following for the company domain: WKU.
4. Click Continue. 
5. Sign in using your NetID and password. 
6. You may be asked to allow Zoom to open. Allow this prompt in order to sign into your WKU licensed Zoom account. 

Logging into Zoom from a Web Browser

1. Browse to wku.zoom.us.
2. Click the Sign in button to configure your account
3. On the Single Sign-On page, enter your NetID & Password
4. Click Sign In.
5. Your account is now created. You can join, schedule, and host meetings.

Last Modified: 09-13-2020 15:05PM

Instructions on how to mute/hide your camera output in a Zoom meeting.

Issue/Question

How do I hide my video output during a Zoom meeting?

Environment

• Zoom

Resolution

1. During an ongoing meeting, move your mouse in the Zoom Conference window to show the bottom toolbar.
2. Look for the camera icon on the bottom left. 
3. Click the icon to toggle the mute function for your camera. The label will change from Stop Video to Start Video.
4. Your video is now muted, and you will see a white screen containing information about your meeting, as well as options to Join Audio, Share Screen, and Invite Others.
5. Click the icon again to restore video. The label will change from Start Video to Stop Video.

Last Modified: 03-17-2020 12:06PM

Instructions on how to mute/unmute all participants in a Zoom meeting.

Issue/Question

How do I mute or unmute all participants in a Zoom meeting?

Environment

• Zoom

Resolution

1. Open your Zoom client and sign into Zoom.
2. In the bottom toolbar, select Manage Participants.
3. Select Mute All at the bottom of the Participants toolbar.
4. You will be prompted to Allow participants to unmute themselves.
5. Clicking Continue or Yes will mute all current and new participants for this meeting. 
6. Select Unmute All at the bottom of the Participants toolbar to unmute all participants.

Last Modified: 03-30-2020 08:15AM

Information for NetIDs showing up as names in Zoom meetings.

Issue/Question

My NetID is showing up as my name in my Zoom meeting.

Environment

• Zoom

Cause

The user is not logged into Zoom before joining a meeting. 

Resolution

If you're already in the meeting:

1. Leave the meeting. 
2. Open the Zoom Desktop client. 
3. Log in using WKU SSO. 
4. Once logged in, join the meeting again. You should now see your full name as recognized by WKU. 

Last Modified: 05-04-2020 15:52PM

Instructions on what to do if you cannot hear a built-in mic in a Zoom meeting when the mic is not muted.

Issue/Question

I cannot be heard through my built-in microphone in a Zoom meeting.

Environment

• Zoom

Resolution

1. If you have not already, test your video to confirm that the correct microphone is selected and adjust your audio settings.
2. Make sure your mic is not muted.
3. In the bottom toolbar, click the arrow next to the audio icon.
4. Click Audio Settings.
5. Under the microphone volume, uncheck Automatically adjust volume.
6. Raise the microphone volume using the blue volume bar.
7. Close the settings window.

Note: If you are on Mac OS 10.14 Mojave and are still having difficulty hearing your built-in mic, check your operating system permissions to confirm that Zoom has access to the mic. 

Note: If you are using Windows and are still having difficulty hearing your built-in mic, Windows 10 has a privacy feature that may block Zoom from using the mic. Learn more about this feature and how to allow Zoom access to your mic. 

Last Modified: 03-17-2020 12:04PM

Information on detailed explanations for the options available when scheduling a Zoom meeting.

Issue/Question

What are the options when secheduling a Zoom meeting?

Environment

• Zoom

Resolution

The following items are the various options for scheduling a Zoom meeting:

Topic: Enter a topic or name for your meeting.

Start: Select a date and time for your meeting. You can start your meeting at any time before the scheduled time.

Duration: Choose the approximate duration of the meeting. This is only for scheduling purposes. The meeting will not end after this length of time.

Time Zone: By default, Zoom will use your computer's time zone. Click the drop-down menu to select a different time zone.

Recurring meeting: Choose if you would like a recurring meeting. You will see the scheduling window adapt and show the option to use Outlook or Google Calendar. The meeting ID will remain the same for each session.
Note: WKU ITS strongly recommends using this method to schedule classes, and using Blackboard, email, or Slack to distribute the Meeting ID to students.

Video

• Host: Choose if you would like the host video on or off when joining the meeting. Even if you choose off, the host will have the option to start their video.
• Participant: Choose if you would like the participants' videos on or off when joining the meeting. Even if you turn off, the participants will have the option to start their video.
  Note: Hosts can still completely disable individual participants’ video once the Zoom meeting has started. Learn how to disable participant video during a Zoom meeting.

Audio: Choose whether to allow users to call in via Telephone only, Computer Audio only, Both, or 3rd Party Audio (if enabled for your account).

Advanced Options: Click on the arrow to view additional meeting options:

• Require meeting password: You can select and input your meeting password here. Joining participants will be required to input this before joining your scheduled meeting.
   
• Enable Waiting Room: This feature allows the host to control when a participant joins the meeting. The meeting host can admit participants one by one or hold all participants in the waiting room and admit them all at once.
   
• Enable join before host: Allow participants to join the meeting without you or before you join.
  Note: Join Before Host will not work if Enable Waiting Room is selected, as these two functions perform opposing tasks.
   
• Mute participants on entry: If join before host is not enabled, this will mute participants as they join the meeting. Participants can unmute themselves after joining the meeting. 
   
• Only authenticated users can join: This allows hosts to restrict participants who can join a meeting or webinar to those who are logged into Zoom, and even restrict it to Zoom users who's email address uses a certain domain. WKU users have the option to restrict meeting access to WKU email addresses.
   
• Use Personal Meeting ID: Check this if you want to use your Personal Meeting ID. If not selected, a random unique meeting ID will be generated. Learn more about your Personal Meeting ID.
  Note: This is not recommended for use in scheduling classes.
   
• Record the meeting automatically: Check this if you want the meeting to be automatically recorded. Select if you want it to be recorded locally (to your computer) or to the cloud. Learn how to access your recordings.
   
• List on Public Event List: Post the meeting on the public meeting/webinar list so that anyone can view it. We recommend you add a meeting password to secure your meeting.
   
• Schedule For: If you have scheduling privilege for another user, you will be able to choose who you want to schedule for from the drop-down menu.
   
• Alternative hosts: Enter the email address of another Zoom user who is Licensed, on your account to allow them to start the meeting in your absence.

Last Modified: 04-08-2020 13:59PM

Instructions for preventing Zoom participants from renaming themselves in a Zoom meeting.

Issue/Question

How do I prevent particpants from renaming themselves in a Zoom meeting?

Environment

• Zoom

Resolution

1. Start the Zoom Meeting.
2. Click Security  in the bottom toolbar.
3. In the Allow participants to: section, ensure that Rename Themselves is unchecked.
4. If this option is checked, you may click it to disable it. 

Last Modified: 04-08-2020 11:43AM

Instructions for removing a participant from a Zoom meeting.

Issue/Question

How do I remove participants from a Zoom meeting?

Environment

• Zoom

Cause

There are unwanted intruders in an unsecured Zoom meeting that need to be removed.

Resolution

1. When in the Zoom Meeting, click Manage Participants in the bottom toolbar.
2. Click the More dropdown menu next to the name of the participant you want to remove.
3. Click Remove.
4. When prompted if you want to remove the participant, click OK. The participant will not be able to rejoin the meeting.

Click here to learn how to prevent intruders from entering future Zoom meetings.

Last Modified: 05-28-2020 09:23AM

Instructions for renaming your participant name in a Zoom meeting.

Issue/Question

How do I change my participant name in a Zoom meeting?

Environment

• Zoom

Resolution

1. While in the meeting click the Manage Participants button, located on the bottom ribbon of the Zoom meeting.The Participants panel will appear in the Zoom meeting window.
2. You will see a list of all the participants in the meeting, including yourself. Hover your mouse cursor over your name and click the More button, then the Rename button that appears to the side of it.
3. In the popup box that appears, type your new participant name. 
4. Press Enter or click OK. You should see your new name in the participants window.

Last Modified: 03-17-2020 09:47AM

Instructions for preventing non-WKU users from accessing a Zoom meeting by requiring authentication.

Issue/Question

How do I require WKU authentication when scheduling a Zoom meeting?

Environment

• Zoom

Cause

Utilizing this process will make it so that only those with a WKU email address will be able to attend your Zoom meeting. 

Resolution

1. Open your Zoom Desktop client to schedule a new meeting.
2. Set your other meeting options. 
3. Click Advanced Options.
4. Make sure Only authenticated users can join is checked. 
5. In the dropdown menu, make sure WKU email addresses is a selected as your authentication option. 
5. Click Schedule to schedule your meeting. 

Last Modified: 04-08-2020 13:57PM

Instructions for retrieving Zoom poll results.

Issue/Question

How do I retrieve Zoom poll results?

Environment

• Zoom

Resolution

1. Sign into the Zoom web portal.
2. In the left menu, select Reports.
3. Click Meeting. 
4. In the Report Type field, choose Poll Report.
5. In the drop-down menu below Report Type, select one of these options:
   • Search by time range: Select a time range then click Search.
   • Search by meeting ID: Enter the meeting ID and click Search.
6. Click Generate next to the meeting for which you want to obtain results. 
7. The Report Queue tab will open automatically. Click Download next to the meeting for which you want to obtain results. 
8. Choose where to save the file and click OK. When you open it, the file will open with your computer's default spreadsheet program (i.e. Excel, Numbers etc.)
   • If registration was turned on and the poll was not anonymous, it will list the participants' names and email addresses.
   • If registration was not on, it will show the results, but list the users as Guest.
   • If the poll was anonymous, it will show anonymous for the participants' names and email addresses.

Last Modified: 04-14-2020 16:21PM

Instructions for retrieving a list of Zoom meeting participants.

Issue/Question

How do I retrieve a list of Zoom meeting participants?

Environment

• Zoom

Cause

Follow these directions to view or download a roster of people who attended your meeting

Resolution

1. Sign into the Zoom web portal.
Note: If prompted, select the Log in with SSO option. Logging in with SSO uses your WKU credentials, ensuring the most secure login and access to features not available in a basic account.
2.  In the navigation sidebar on the left, select Reports.
3. Select Usage. 
4.  Use the date pickers to select the meeting date range you want, and select Search.
5. When you have found the meeting you want, select the number in the Participants column.
6. Zoom will display the name of each participant as they entered it in the meeting you selected, along with the times they joined and left the meeting. You may export the list of meeting participants as a .csv file (Excel) for your records.

Note: Users who disconnect or leave and return to the meeting may show multiple attentiveness scores.

Note: As of April 10th 2020, the Allow participants to rename themselves setting has been disabled by default. 

Note: WKU ITS recommends requiring authentication when scheduling your meetings. 

Last Modified: 04-15-2020 10:03AM

instruction for scheduling a recurring Zoom meeting with Google Calendar

Issue/Question

Scheduling a Recurring Zoom Meeting with Google Calendar

Environment

• Zoom
• MacOS
• Windows

Resolution

1. Open your Zoom client and sign into Zoom.
2. Click the Schedule icon.
3. Select your meeting settings.
   Note: Learn more about Zoom Meeting Options here.
   Note: Recurring meetings cannot be scheduled with your Personal Meeting ID (PMI) since your PMI is reserved so that you can start or schedule a meeting at anytime.
4. Check the Recurring meeting option.
5. Click Schedule to open Google and set up your recurring meeting.
6. When prompted, sign in to Google. If you've already signed in, select your Google account.
7. Click Allow to let Zoom access your Google account.
   Note: Google Calendar will create a calendar event with the Zoom meeting details.
8. In the drop-down menu below the date and time options, select the recurrence you want for your meetings.
9. Finalize your meeting options and click Save.

Last Modified: 03-13-2020 11:14AM

How to schedule a Zoom meeting using the Zoom Desktop Client.

Issue/Question

How do I schedule a Zoom Meeting?

Environment

• Zoom
• MacOS
• Windows

Resolution

1. Open your Zoom client and sign into Zoom.
2. Click the Schedule icon.
3. Select your meeting settings. Learn more about Zoom Meeting Options here. 
   Note: WKU ITS strongly recommends selecting Recurring Meeting when scheduling classes, and using Blackboard, WKU email, or Slack to distribute the Meeting ID to students. Learn more about scheduling recurring meetings in Outlook and Google Calendar. 
   Note: Using your personal meeting ID is not recommended if you are scheduling classes. Learn more about your personal meeting ID here.
4. Click Schedule to finish.
   • If you chose Outlook, you will see an Outlook window open, ready to send the info for your Zoom meeting as an Outlook event. Learn how to schedule Zoom meetings within Outlook using the Zoom Outlook Plugin.
   • If you chose Google Calendar, you will see a Google window open prompting you to grant Zoom permission to view and edit events on your calendar.
   • If you chose Other Calendar, you will see a window with information about your meeting and the option to Copy to Clipboard.
5. Open the selected calendar service you chose to add the meeting to your chosen calendar and invite attendees.

Last Modified: 03-17-2020 13:08PM

Instructions on how to schedule an audio-only telephone conference using the Zoom desktop client.

Issue/Question

How do I schedule a Zoom or Telephone Audio Conference?

Environment

• Zoom
• MacOS
• Windows

Resolution

1. Open your Zoom client and sign into Zoom.
2. Click the Schedule icon.
3. Select your meeting settings. Learn more about Zoom Meeting Options here.  
4. Under Audio, select Telephone to schedule an audio-only conference.
5. Under Advanced Options, select Join Before Host.
   Note: Join before host allows attendees to join the meeting before the host joins or when the host cannot attend the meeting. This is highly recommended. 
6. Click Schedule to finish. 
   • If you chose Outlook, you will see an Outlook window open, ready to send the info for your Zoom meeting as an Outlook event. Learn how to schedule Zoom meetings within Outlook using the Zoom Outlook Plugin.
   • If you chose Google Calendar, you will see a Google window open prompting you to grant Zoom permission to view and edit events on your calendar.
   • If you chose Other Calendar, you will see a window with information about your meeting and the option to Copy to Clipboard.
7. Open the selected calendar service you chose to add the meeting to your chosen calendar and invite attendees.
8. The info your meeting attendees will need, including the location-specific phone number they will need to dial to enter the meeting and the meeting ID, is contained in the auto-generated info within the meeting invite.

Last Modified: 05-28-2020 15:16PM

Instructions for selecting your microphone in a Zoom meeting.

Issue/Question

How do I select a microphone for Zoom?

Environment

• Zoom
• macOs
• Windows

Resolution

1. Join the Zoom meeting using the Meeting ID provided by the host. 
2. Move your mouse in the Zoom Conference window to show the bottom toolbar.
3. Look for the audio icon on the bottom left. 
4. Make sure the icon is labelled Mute. (If the audio is muted, this will be labelled Unmute and will have a red slash through the icon.)
5. Click the upward-facing arrow directly adjacent to the audio icon. 
6. Select the microphone that corresponds to your webcam/computer.
7. Your meeting attendees should be able to hear you.  

Last Modified: 03-17-2020 11:08AM

Instructions for sharing content in Zoom.

Issue/Question

How can I share my content or do screen sharing in Zoom?

Environment

• Zoom

Resolution

1. Click the Share icon in the control panel, in the center of the screen. An new window with your sharing options will appear.
2. Click to choose what you want to Share: a screen, a whiteboard ,or a program/document (such as a PowerPoint). You can also share the audio that’s coming from your computer (lower left-hand corner of the Share box). This is used when you want to share an audio or video clip with the class.
3. Click the Share button in the lower right of the pop-up window to begin to share your content. The Sharing toolbar will also appear at the top of the screen. 
4. To stop sharing your content, click the Stop Share button in the Sharing toolbar.

Last Modified: 03-17-2020 09:47AM

Instructions for sharing a whiteboard in a Zoom meeting.

Issue/Question

How do I share a Whiteboard on Zoom?

Environment

• Zoom

Resolution

1. In your Zoom meeting, click on the green Share button at the bottom of your screen.
2. In the selection menu that appears, select Whiteboard, and then select Share at the bottom-right of the window.
3. Your whiteboard will appear and be shared with all those currently in the meeting, along with anything drawn on it. 
4. To stop sharing, click the red Stop Share button at the top of your screen, next to the green Meeting ID button.

Last Modified: 03-13-2020 10:35AM

Instructions for sharing a Zoom meeting link to invite attendees.

Issue/Question

How do I share a Zoom meeting link for others to connect and join?

Environment

• Zoom

Resolution

1. Go here. 
2. Click Sign in. 
3. Enter your NetID and password if prompted. 
4. Click Meetings on the left navigation panel. 
5. Schedule a new meeting if needed, or select the meeting under the Topic heading in the list if it has already been created. 
6. Copy the Join URL located in the Invite Attendees section. 
7. Send this link to whomever you wish to invite to the meeting. 

Last Modified: 03-10-2020 13:30PM

Instructions on how to test your audio settings, such as input or output, during an ongoing Zoom meeting.

Issue/Question

I have already joined a Zoom meeting, but I would like to test the audio input/output on my device.

Environment

• Zoom

Resolution

1. Make sure the audio icon on the bottom left of the toolbar is labelled Mute, and that it does not have a red slash through the icon.
2. If you did not click Test speaker and microphone when entering the meeting, you can still access your audio settings and test your audio when you are already in a meeting.
3. In the bottom toolbar, click the arrow next to the audio icon.
4. Click Audio Settings.
5. Click Test Speaker to play a test tone. 
6. If you cannot hear it, select a different speaker from the menu or adjust the Volume.
7. In the Microphone section, you will see the green Input Level bar move when Zoom is picking up audio.
8. Click Test Mic to test your microphone. 
9. Your audio will start recording. Click Recording when you are done and it will play back. You can select another microphone from the menu or adjust the input level.
10. Check Automatically adjust microphone settings if you want Zoom to adjust the input volume automatically. 

Note: If you are on Mac OS 10.14 Mojave and are still having difficulty accessing your built-in mic, check your operating system permissions to confirm that Zoom has access to the mic. 

Note: If you are using Windows and are still having difficulty accessing your built-in mic, Windows 10 has a privacy feature that may block Zoom from using the mic. Learn more about this feature and how to allow Zoom access to your mic. 

Last Modified: 03-17-2020 12:03PM

Instructions on how to test computer audio when the Test Computer Audio prompt window appears before your Zoom meeting.

Issue/Question

How do I test my computer's audio before a Zoom meeting?

Environment

• Zoom
• MacOS
• Windows

Resolution

1. Open your Zoom Desktop client and sign into Zoom.
2. Join the meeting.
3. After joining, click Test speaker and microphone in the prompt window that will appear.
4. The meeting will display a pop-up window to test your speakers. If you don't hear the ringtone, use the drop-down menu or click No to switch speakers until you hear the ringtone. 
5. Click Yes to continue to the microphone test.
6. If you don't hear an audio replay, use the drop-down menu or click No to switch microphones until you hear the reply.
7. Click Yes when you hear the replay.
8. Click Join with Computer Audio.
9. If you would like to enable automatically joining by computer audio for future meetings, click the Automatically join audio by computer when joining a meeting checkbox on the bottom left of the prompt window.
10. Click Join with Computer Audio to join the meeting with the selected microphone and speakers.

Note: If you are on Mac OS 10.14 Mojave, or newer, and are still having difficulty accessing your built-in mic, check your operating system permissions to confirm that Zoom has access to the mic. 

If you are using Windows and are still having difficulty accessing your built-in mic, Windows 10 has a privacy feature that may block Zoom from using the mic. Learn more about this feature and how to allow Zoom access to your mic. 

Please click here if you are having issues using an external USB mic, learn more here. 

Last Modified: 05-28-2020 09:24AM

Instructions on how to test your video before starting your Zoom meeting.

Issue/Question

How do I test the video on Zoom? 

Environment

• Zoom
• MacOS
• Windows

Resolution

1. Open your Zoom client and sign into Zoom.
2. Click your profile picture in the upper right hand corner. If you do not have a profile picture, you will see your initials.
3. Click Settings.
4. Click the Video tab from the menu on the left.
5. You will see a preview of your camera and can choose a different camera if needed using the drop down menu next to Camera.

If you are having issues using your Windows computer’s built-in webcam, learn more here.

If you are having issues using your Mac computer’s built-in webcam, learn more here.

If you are having issues using an external USB webcam, learn more here. 

Last Modified: 03-17-2020 11:02AM

Troubleshooting virtual background feature issues in Zoom

Issue/Question

How do I troubleshoot a  Virtual Background in Zoom?

Environment

• Zoom
• MacOS
• Windows

Resolution

1. Open the Zoom desktop client.
2. Click the Settings icon under your profile icon in the top right of the window. 
3. If you do not see the Virtual Background tab in the options on the left in your Desktop Client settings after enabling it, sign out of the client and sign in again.
4. Ensure that your physical background is a solid color with minimal shadows. Also ensure the physical background is uniform in lighting.
5. If you are using a physical green screen, ensure that your green screen color does not match your shirt or eye color.
   Note: If you are still having issues, check to make sure your Mac or Windows device meets the system requirements for using the Virtual Background feature. 

Last Modified: 03-19-2020 16:25PM

Instructions on how to resolve a USB microphone not appearing as an option in a Zoom meeting.

Issue/Question

I can't see or select my USB microphone in Zoom.

Environment

• Zoom

Resolution

1. Leave the meeting by clicking End Meeting in the bottom toolbar. 
2. If you are not the host, select Leave Meeting to avoid cancelling the connection for other meeting attendees.
3. Unplug your USB microphone.
4. Plug in your USB microphone. 
5. Select Join in the Zoom Desktop Client window.
6. Type in the Meeting ID provided by the host.
7. Click Join.
8. In the bottom toolbar, click the arrow directly adjacent to the microphone icon. 
9. You should now be able to select your microphone.  

Note: If you are using MacOS 10.14 Mojave and are still having difficulty accessing your built-in mic, check your operating system permissions to confirm that Zoom has access to the mic. 

Note: If you are using Windows and are still having difficulty accessing your USB mic, Windows 10 has a privacy feature that may block Zoom from using the mic. Learn more about this feature and how to allow Zoom access to your mic. 

Last Modified: 03-17-2020 12:04PM

Can't see USB webcam under Camera options in Zoom

Issue/Question

I can't see a USB webcam under camera options in Zoom Meeting.

Environment

• Zoom
• MacOS
• Windows

Resolution

1. Leave the meeting via End Meeting in the bottom toolbar. 
2. If you are not the host, select Leave Meeting to avoid cancelling the connection for other meeting attendees.
3. Unplug your USB webcam.
4. Plug in your USB webcam. 
5. Select Join in the Zoom Desktop Client window.
6. Type in the Meeting ID provided by the host.
7. Click Join.
8. In the bottom toolbar, click the upward-facing arrow directly adjacent to the camera icon. 
9. You should now be able to select your webcam.  

Note: If you are on Mac OS 10.14 Mojave and are still having difficulty accessing your webcam, check your operating system permissions to confirm that Zoom has access to the camera. 

If you are using Windows and are still having difficulty accessing your webcam, Windows 10 has a privacy feature that may block Zoom from using the camera. Learn more about this feature and how to allow Zoom access to your webcam here. 

Last Modified: 03-13-2020 11:36AM

Instructions for updating the Zoom Desktop Client.

Issue/Question

How do I update the Zoom Desktop Client?

Environment

• Zoom

Resolution

1. Sign into the Zoom desktop client.
2. Click your profile picture or initials in the upper right corner. 
3. Click Check for Updates. If there is a newer version, Zoom will give you the option to download and install it.
4. Click Update to install the update. 
5. Click Install. 
6. The Zoom installer will open. Click Continue. 
7. Click Install. 

Your Zoom Desktop Client should now be up-to-date. 

You can also manually download the latest version directly from Zoom, here.

Last Modified: 05-28-2020 09:28AM

Instructions for using a phone call in a Zoom meeting instead of a microphone.

Issue/Question

How do I use a phone line for a Zoom meeting instead of a microphone?

Environment

• Zoom

Cause

My microphone is not working.

Resolution

1. In the Zoom meeting, click Join Audio in the bottom left corner.
2. Click the Phone Call tab in the Audio conference menu.
3. From the United States, call 1-646-558-8656 or 1-669-900-6833.
4. Enter your Meeting ID displayed in the Audio Conference menu followed by #.
5. Enter Participant ID displayed in the Audio Conference menu, followed by # to connect your phone call to your video in the meeting; or press # to continue.
6. Click Done.

Last Modified: 03-17-2020 13:08PM

Instructions for enabling Virtual Background in the Zoom desktop client during a meeting.

Issue/Question

How do I use a virtual background in my Zoom meeting? 

Environment

• Zoom
• Windows
• MacOS

Resolution

1. Open your Zoom Desktop client and sign into Zoom.
2. Join the meeting.
3. In the bottom toolbar, click the ^ arrow next to Start/Stop Video.
4. Make sure you've enabled the virtual background feature. 
5. Click Choose a virtual background...
6. If you have a physical green screen set up, check I have a green screen at the bottom of the window.
   1. You can then click on your video to select the correct color for the green screen.
7. Click on an image to select the desired virtual background.
   1. You may also add your own background by clicking + and choosing if you want to upload an image or a video. 
8. If prompted, click Download to download the package for virtual background without a green screen. 

Learn how to troubleshoot Virtual Background issues in Zoom here. 

Last Modified: 05-28-2020 09:28AM

Instructions for downloading and using Zoom on ChromeOS devices

Issue/Question

How do I install and use Zoom on ChromeOS?

Environment

• ChromeOS
  • Zoom

Resolution

Download the Zoom application on Chrome OS from the Chrome Web Store.

1. Join or start the meeting from the Chrome web browser. 

OR

1. Select Launcher.
2. Open the Zoom Application. The application will either appear directly, or can be found under All Apps.
3. Once selected, you can either join or start the meeting. 
4. After joining or starting, you will be in the Zoom meeting. 
   Note: Zoom for ChromeOS capabilities are limited to joining audio and video, inviting others, sharing content, managing/viewing participants, using in-meeting chat, and recording to the Zoom Cloud. Cloud recording is not available for WKU students. 

Last Modified: 08-24-2020 14:09PM

Information about the recommended Zoom security settings for meetings.

Issue/Question

What are the recommended security settings for a Zoom meeting?

Environment

• Zoom

Resolution

•  Prevent participants from sharing content
  • This would prevent someone from sharing something inappropriate on their screen.
     
• Require a password for the meeting
  • This option is available when scheduling a Zoom meeting.
  • This password must also be shared with your participants, but therefore can easily be shared again by those participants to outside unwanted participants.
     
• Require registration
  • This means that you would have to send out a registration to your participants and the participants would need to register. While this cannot control behavior within the meeting, it does allow for more information should there become an issue, meaning that you could see who the user is and their associated email address.
     
• Enable a waiting room when scheduling individual or all meetings
  • This option is available when scheduling a Zoom meeting.
  • The meeting host can admit attendees one-by-one or hold all attendees in the waiting room and admit them all at once.
    Note: If the Waiting Room option is enabled, Join Before Host will not work for that meeting as these two functions perform opposing tasks.
     
• Allow only WKU authenticated users to enter the session
  • Participants would be required to log into their WKU-licensed Zoom account with their WKU faculty/staff or Topper email to gain access to the session. This does not control behavior within the session, but it does allow for more information should there become an issue.
     
• Lock the session
  • Once you are happy with the present participants in your session you may choose to lock the session to prevent anyone else from entering.
    Note: If you have participants that are late to the session they may be locked out. You can unlock the session to let them enter and then re-lock once they've joined. You can also remove participants even after locking a session. 

Last Modified: 04-08-2020 13:57PM

Information about accessing WKU computer lab machines remotely.

Issue/Question

Can I access WKU lab computers remotely?

Resolution

1. Navigate here using the Firefox web browser.
   Note: This system is not supported on alternate browsers. 
2. Log in using your WKU email address and NetID password. 
3. Select your lab from the Pool Name category. 
4. Click Make My Reservation. 
5. Click Connect to Remote Lab. 
   Note: You may be asked what to do with a download file. Open this file in your computer's remote desktop application. 
6. Log into the computer by using your WKU email address and NetID password.
7. Authenticate your login by using the Microsoft Authenticator app on your Android or iOS device. 
   Note: If you need to reset your multi-factor authentication please contact the ITS Service Desk or have your professor submit this service request.
   Note: You may be asked to accept a security certificate. Allow this security certificate to be used on the computer. 
8. You may use the lab computer as you normally would. Please make sure to sign out when you are done using the computer. 
9. Ensure that when you are done using the computer you return to the Remote Lab web page and select Clear My Reservation so that other students can use that computer if needed. 
   Note: You may need to log out of the web page and back in to clear your reservation and/or make a new reservation. 
10. Should you encounter any problems please reach out to the instructor of your course. 

Last Modified: 11-17-2020 12:10PM

Information about instructors getting assistance with remote labs for students.

Issue/Question

I have students that are having problems accessing a remote computer lab. How do I get help? 

Environment

• Remote Labs

Resolution

Please contact the ITS Service Desk or submit a service request for assistance with remote labs. 

Last Modified: 11-17-2020 12:10PM

Information for WKU Faculty/Staff/Students on how to send secure and/or large files over the internet.

Issue/Question

How can I send large / secure files?

Environment

• WKU Faculty/Staff/Students

Cause

WKU ITS does not recommend sending any sensitive or overly large files via email, and provides a send files securely facility. Email is a very convenient way to send information over the internet, but it is not very secure. Servers that handle email don't always use encryption and can store data and attached files for a very long time with little oversight to the safety of their contents. By using the WKU Secure Share application, you ensure that the files are only stored until the recipient retrieves it. The application can also be used to send files that are too large for email to handle. The files are stored securely for 5 days until they are automatically purged and no longer accessible. 

Resolution

Sending a Message

1. Go here.
2. Enter your NetID and Password.
   Note: You will have to approve your login via a multi-factor option. If you do not have a multi-factor application installed or configured on your smartphone you will be asked to complete that process at this time before being able to continue forward. 
3. Browse for the file(s) you want to send by clicking the Add Files... button. 
   Note: The following filetypes are not allowed to be sent: exe, vbs, pif, scr, bat, cmd, com, cpl.
4. Enter the address(s) you want to send to.
   Note: There can be multiple email address in the Send to: line. Separate the addresses with a comma followed by a space. All emails included will be visible to all recipients unless you select to email using the add bcc button.
5. Enter Subject.
6. Enter Message.
7. Check the box to send a copy to yourself if you would like to receive a copy of the message. 
8. Enter in the number of allowed download for the recipients to have. If you enter 1, the download link will expire after the first time that the file is accessed and will no longer be accessible. 
9. Click Send. 

Recovering Storage Space

1. Go here.
2. Enter your NetID and Password.
   Note: You will have to approve your login via a multi-factor option. If you do not have a multi-factor application installed or configured on your smartphone you will be asked to complete that process at this time before being able to continue forward. 
3. Click Secure Messages  at the top of the page. 
4. Select Sent. 
5. Find the message with the attachment you wish to delete. 
6. Click the downward chevron  in the action column. 
   Note: You may have to scroll down with the mouse or use the keyboard arrows to display all options under the action column after clicking the chevron. 
7. Select Delete Attachments.
   Note: The attachments will be deleted and the recipient will no longer be able to download them. There is no way to undo this action. If the files will need to be sent again, a new message will have to be composed and sent to the recipient. 

Last Modified: 12-04-2020 13:53PM

Information about cellular tethering / hotspots.

Issue/Question

How do I use my cell phone as a cellular hotspot?

Resolution

Last Modified: 03-23-2020 12:04PM

Instructions for installing Stata 16.

Issue/Question

How do I install Stata 16?

Cause

Stata is offering free temporary access to Stata 16 during COVID-19 closures. 

Resolution

1. Go here. 
2. Enter the following credentials:
   Username: 1584476117
   Password: gpK91lpE
3. Click Log in. 
4. Select your Operating System; Windows, Mac, or Linux. 
5. Follow the instructions to download the appropriate software. 
6. You will be asked for a License and Activation Code. This information will have to be provided to you from your instructor. 
   Note: Additional Stata installation instructions can be found here.

Last Modified: 03-23-2020 12:38PM

Instructions for accessing Mathematica Online.

Issue/Question

How do I access the Mathematica Online service?

Environment

• Mathematica Online

Resolution

1. Create an account on the Wolfram User Portal here using your WKU email address. 
2. Verify / validate your account by following the instructions that are sent to your email address. 
3. Once your account has been verified, click here to request Mathematica Online. 
4. You can access Mathematica Online here. 

Last Modified: 08-24-2020 14:02PM

Instructions for uploading and sharing Office files in OneDrive. For all supported operating systems and Office versions.

Issue/Question

How do I share Word documents, Excel spreadsheets, PowerPoint presentations, and other Office files in OneDrive?

Environment

• Windows
• macOS
• Office 2016
• Office 2019
• Office 365

Resolution

1. Create or edit your file as normal.
2. When ready, click  Share in the top-right corner of the file’s window.
3. Name the document, if it has not been saved already.
4. In the Place field, ensure OneDrive - Western Kentucky University is specified.
5. If the file is new, click Save. If the file was already on your computer, click Upload.
   Note: If the file was on your computer, there will be a choice beside the Upload button that lets you specify if the file should be Moved or Copied. Selecting Moved is recommended, to allow OneDrive to manage different versions and revisions.

Last Modified: 05-15-2020 13:38PM

Information about Respondus LockDown Browser displaying only a white screen.

Issue/Question

When I open Respondus Lockdown Browser, all I see is a blank screen.

Resolution

This typically occurs when the Lockdown Browser is running on a machine with more than one monitor.  Disconnecting all but the main monitor will resolve the issue.

Last Modified: 04-06-2020 13:37PM

Instructions for installing SAS University Edition on Windows computers.

Issue/Question

How do I install SAS University Edition on my Windows computer?

Environment

• Windows 7+

Resolution

Installing and Configuring the Software

1. Download VirtualBox here.
2. Click Windows Host to download the VirtualBox installation file. 
3. When the download is complete, open the downloaded file to begin installation.
4. Go through the steps of the installer. 
   Note: When presented with a warning about network interfaces, click Yes.
5. Click Install.
6. If prompted by User Access Control to allow the program to install, click Yes. 
7. When the installation is complete, click Finish.
   Note: Once VirtualBox is installed, create a folder on your Computer where SAS can store files.
   1. Create a folder named SASUniversityEdition and place it somewhere on your computer where you will be able to easily access it. 
   2. Inside the folder you just created, create another folder and name it precisely the following with no spaces: myfolders
8. Download the SAS University Edition vApp at this link.
9. Follow the steps on the page to create a SAS profile, or log into your profile if you already have one. 
10. After you've signed into your profile, accept the license agreement terms and conditions. 
11. On the order summary page, click the Download link and the download will begin. 
    Note: If the browser asks to save or run the file, select Save. Remember where you have saved this file. 
12. Launch the VirtualBox software. 
13. Click File. 
14. Select Import Appliance. 
15. In the Appliance to Import pane, click the folder icon to the right of the field. 
16. Browse to and select the file you just downloaded and saved. It should be a .ova file. 
17. Click Open. 
18. Click Continue. 
19. In the Appliance Settings window, click Import. 
20. In VirtualBox, select the SAS University Edition vAPP. 
21. Select Machine. 
22. Select Settings. 
23. Click Shared Folders. 
24. Click the Add Folder icon. 
25. In the Add Share window, select Other as the folder page. 
26. Browse to the SASUniversityEdition folder that you created earlier and select the myfolders folder that you created. 
27. Click Open. 
28. In the Add Share window, confirm that Read-only is not selected. 
29. Select the Auto-mount and Make Permanent (if available) options, and click OK. 
30. Click OK again to close the Settings Window. 

Launching and Using the Software

1. In VirtualBox, select the SAS University Edition vApp. 
2. Select Machine. 
3. Select Start. 
   Note: It may take a few minutes for the virtual machine to start depending on your computer's speed.
   Note: When the virtual machine is running, the screen with the SAS logo is replaced with a black console screen (called the Welcome window). You can minimize this window, but do not close the Welcome window until you are ready to end your SAS session.
4. In a web browser on your computer that meets the requirements listed at the top of this article, enter in the following URL: http://localhost:10080
5. Press Enter.
6. From the SAS University Edition: Information Center, click Start SAS Studio.

Last Modified: 03-20-2020 12:12PM

Instructions for installing SAS University Edition on macOS.

Issue/Question

How do I install SAS University Edition on my Mac?

Environment

• macOS 10.8+

Resolution

Installing and Configuring the Software

1. Download VirtualBox here.
2. Click OS X hosts to download the VirtualBox installation file. 
3. When the download is complete, open the downloaded .dmg file to begin installation. 
4. When the VirtualBox setup window appears, double-click on the icon labeled VirtualBox.pkg to start the installation. 
5. Go through the steps of the installer. 
   Note: If the installer reports a failure, you may be asked to allow the program to open through System Preferences. Open System Preferences, go to Security & Privacy, select the general tab, and then click Open anyway. Close the installer and return to step 4 to proceed. 
   Note: If the above steps do not work, there could be a problem with a kernel extension. Please follow these steps:
   1. Reboot the computer into recovery mod by pressing and holding Command + R during reboot. 
   2. Launch the terminal from recovery mode by selecting Terminal from the top Utilities menu. 
   3. Enter the following string: spctl kext-consent add VB5E2TV963
   4. Press Enter. 
   5. Reboot the machine and start again from step 4 above. 
6. If prompted to move the Oracle VM VirtualBox Installer to the trash, select Keep. 
7. In the VirtualBox setup window, double-click the Applications folder to open it. 
8. Double-click the VirtualBox icon to open the software.
   Note: Once VirtualBox is installed, create a folder on your Mac where SAS can store files.
   1. Create a folder named SASUniversityEdition and place it somewhere on your computer where you will be able to easily access it. 
   2. Inside the folder you just created, create another folder and name it precisely the following with no spaces: myfolders
9. Download the SAS University Edition vApp at this link.
10. Follow the steps on the page to create a SAS profile, or log into your profile if you already have one. 
11. After you've signed into your profile, accept the license agreement terms and conditions. 
12. On the order summary page, click the Download link and the download will begin. 
    Note: If the browser asks to save or run the file, select Save. Remember where you have saved this file. 
13. Launch the VirtualBox software. 
14. Click File. 
15. Select Import Appliance. 
16. In the Appliance to Import pane, click the folder icon to the right of the field. 
17. Browse to and select the file you just downloaded and saved. It should be a .ova file. 
18. Click Open. 
19. Click Continue. 
20. In the Appliance Settings window, click Import. 
21. In VirtualBox, select the SAS University Edition vAPP. 
22. Select Machine. 
23. Select Settings. 
24. Click Shared Folders. 
25. Click the Add Folder icon. 
26. In the Add Share window, select Other as the folder page. 
27. Browse to the SASUniversityEdition folder that you created earlier and select the myfolders folder that you created. 
28. Click Open. 
29. In the Add Share window, confirm that Read-only is not selected. 
30. Select the Auto-mount and Make Permanent (if available) options, and click OK. 
31. Click OK again to close the Settings Window. 

Launching and Using the Software

1. In VirtualBox, select the SAS University Edition vApp. 
2. Select Machine. 
3. Select Start. 
   Note: It may take a few minutes for the virtual machine to start depending on your computer's speed.
   Note: When the virtual machine is running, the screen with the SAS logo is replaced with a black console screen (called the Welcome window). You can minimize this window, but do not close the Welcome window until you are ready to end your SAS session.
4. In a web browser on your computer that meets the requirements listed at the top of this article, enter in the following URL: http://localhost:10080
5. Press Enter.
6. From the SAS University Edition: Information Center, click Start SAS Studio.

Last Modified: 03-20-2020 12:09PM

Instructions for submitting an assignment on Blackboard.

Issue/Question

How do I submit an assignment in Blackboard?

Resolution

1. Navigate to the assignment location in Blackboard, usually starting from the left-hand pane. 
     Note: Assignment locations vary depending on how the course site was created. 
2. Click the assignment title in the right-hand pane.
3. Follow instructions to submit the assignment.
4. Click Submit.

Last Modified: 03-10-2020 13:36PM

Instructions on how to post to a Discussion Board in Blackboard.

Issue/Question

How do I post to the Discussion Board in Blackboard?

Resolution

1. Click Discussion Board.
2. Click Title of Discussion Post.
3. Click Create Thread.

Last Modified: 03-10-2020 13:43PM

Instructions on deleting a discussion board post on Blackboard as a student.

Issue/Question

How do I delete a discussion board post?

Resolution

Note: Students can delete their own posts only if your instructor has made those options available to you. You will know if you are unable to do so because the delete button will be missing when you follow the steps below. You cannot edit or delete others’ posts.

1. Find your post.
2. Hover over the post.
3. Click Delete.

Last Modified: 03-10-2020 13:44PM

Instructions for sending an email through Blackboard.

Issue/Question

How do I send email through Blackboard?

Resolution

1. Click Tools in the course menu.
2. Click Send Email.
3. Click the appropriate option.
4. Click a User.
5. Click the Right Arrow Icon to add them to the Selected window.
6. Type in a Subject.
7. Type Email.
8. Click Submit.

Note: A copy will be emailed to the sender.

Last Modified: 03-10-2020 13:46PM

Instruction on what to do when a Blackboard test repeatedly asks for a password.

Issue/Question

When I access my Blackboard assessment, it is asking for a password.

Environment

• WKU Blackboard

Resolution

If your instructor has asked you to take the assessment in Respondus LockDown Browser, you will need to install the Browser. Information about the Respondus LockDown Browser can be found here. Installation instructions can be found here. After installation, you must manually launch the Browser and access the assessment from within that Browser. In this case, the assessment will not ask for the password when accessed through the Browser.

If your instructor has not asked you to take the assessment in Respondus LockDown Browser, you will need to contact your instructor to obtain the password.

ITS Service Desk staff do not have access to see or provide any Blackboard passwords or reset attempts. Only the instructor has these abilities, and the decision to provide this information is solely at their discretion.

For additional Blackboard questions or issues, feel free to contact the ITS Service Desk or submit a service request.

Last Modified: 09-10-2020 09:32AM

Instructions for downloading and installing the Respondus Lockdown Browser.

Issue/Question

How do I install and access the Respondus Lockdown Browser?

Resolution

1. Navigate to Blackboard.
2. Click on the My WKU Bb tab.
3. Click on the LockDown Browser link under the box labeled Software.
4. Click the Install Now button to begin the download of the Respondus Lockdown Browser.
5. When the file has downloaded, run the file to start the installation.
6. Choose the Setup Language.
7. If you accept the terms of the license agreement, select the circle next to this statement and click Next.
8. Once the installation is complete, click Finish.
9. The Respondus Lockdown Browser can be located in the All Programs listing on Windows computers, or in the Application folder on an Apple computer.

Last Modified: 01-11-2021 11:52AM

Instructions on accessing MediaSite from Blackboard.

Issue/Question

How do I access Mediasite from within Blackboard?

Resolution

 Note: To record/edit videos, make sure the Mediasite Desktop Recorder is installed.

Students

1. Go to the Mediasite portal.
2. Login using your NetID and password.
   Note: The first time you login you will need to register your Desktop Recorder. Please read this article on how to register.
3. Ensure you meet the Mediasite viewing requirements.

Instructors

1. Log into Blackboard.
2. Navigate to the course site.
3. Click Course Tools from the Control Panel.
4. Click My Mediasite.
5. Ensure you meet the Mediasite viewing requirements.

Last Modified: 03-10-2020 13:34PM

Information about obtaining assistance with Mediasite.

Issue/Question

I am having a problem with Mediasite, how can I request assistance?

Environment

• Mediasite

Resolution

Please contact the ITS Service Desk or submit a service request for assistance with Mediasite problems.

Last Modified: 03-24-2020 15:20PM

Instructions for on how to share Mediasite recordings.

Issue/Question

I have created a presentation. How do I share it?

Environment

• Blackboard
  • Mediasite
    • Instructors
    • Students

Resolution

Students

1. Go to the Mediasite portal.
2. Click the presentation you wish to share.
3. Under Who Can View, select your desired preference.
   • Only Me: Only you will be able to view the Mediasite Presentation. 
   • Only Shared Users: Only users that you invite to the video from the Share Presentation link will be able to see it. 
   • My Organization (Recommended): Allows all WKU members to see the video if you provide them with the link. 
   • Everyone: Allows anyone with the link to see the video whether or not they are affiliated with WKU. 
4. Click the Share Presentation button.
5. Copy the link from the Quick Link area.
6. Post the link in Blackboard in the designated area. It may be an assignment, discussion board, blog or a journal. Instructors and students will login using their NetID to watch the video.

Instructors

Instructors wishing to share their presentations within Blackboard should follow the instructions in this article.

Last Modified: 12-17-2020 08:53AM

Instructions on how to upload a video recorded outside of the Desktop Recorder to Mediasite.

Issue/Question

How can I upload a video I've already recorded to Mediasite?

Environment

• Mediasite

Resolution

1. Log into the Mediasite portal.
2. Click  Add Presentation button.
3. Choose the Browse Files... button under the Upload New Video option.
4. Find and select your video.
5. Name the video and enter a description if desired.
6. Click Create Presentation to begin uploading now.

The video is ready when it appears playable, but it may take some time for the server to process your video. Refer to the article Sharing a Presentation to submit the video for others to watch.

Last Modified: 12-17-2020 09:23AM

Instructions for accessing Personal and Shared network drives via MyStuff.

Issue/Question

How do I access my Personal (P:) and Shared (S:) drives off campus?

Environment

• MyStuff

Resolution

You can access the Personal and Shared drives from http://mystuff.wku.edu. After entering your NetID and password, you will be prompted to enter your last name, the last four digits of your Social Security Number, and your Birth Date.

From the folders on the left side, you will have access to a MyStuff folder, which is your Personal (P:) Drive, and a Shared Stuff folder, which is your Shared (S:) Drive and contains any shared drives you have access to, including departmental drives and University Wide Shared.

Note: You can only access the Secure (U:) Drive on campus.

Last Modified: 03-10-2020 14:40PM