hbsp.harvard.edu Technical Requirements, Login Issues and Browser Troubleshooting

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This article concerns: hbsp.harvard.edu

Technical Requirements

Make sure the your system meets our requirements: http://forio.com/hbp-support/

Check your version of Flash, and install Flash if it is not already enabled or current: https://helpx.adobe.com/flash-player.html

Clearing the cache/history, closing out of all instances of the browser, then opening up a fresh instance of the browser can often resolve issues. This link explains how to clear history: http://forio.com/hbp-support/how-to-cache.html

The video player in some products is provided by Kaltura. To ensure successful functioning, you may need to add the following web addresses to your list of trusted websites: http://kaltura.com & http://kaltura.org.

Login Issues and Browser Troubleshooting

Do you have a strong Internet connection?

  • Hard wire connection to the Internet is best
  • If using Wi-Fi, can you get to other websites quickly?
    • How fast are your search results returned from https://www.google.com/?
      • If your search results return slowly, your Internet connection may be slow and causing connection to our website to time out

What URL are you trying to access?

Have you logged in before?

What is the username with which you're trying to log in?

  • Each username is unique
  • Username cannot have special characters except for @ . - and
  • Username must be greater than 8 and less than 50 characters 
  • It is recommended to use your university email address 
  • It does not have to be an email, but many people do use their email address as their username
  • Your account also has an email address associated to it, to which all site related emails are sent
    • The email address on the account does not have to match the username, even if the username is an email address

Are you getting the 'Invalid username or password. Please try again' message?

  • Is the caps lock on?
    • The username is not case sensitive, but the password is. If you have caps lock on, unless your password is in all caps, your sign in will fail
  • Click the 'Forgot your Username or Password?' link to receive an email with a link to reset your password and log back into the website. Keep in mind it will go to the email address associated to your account.

When was the last time you cleared your history/cleaned your browser?

  • Clearing the cache/history, closing out of all instances of the browser, then opening up a fresh instance of the browser can often resolve issues.
  • This link explains how to clear history: http://forio.com/hbp-support/how-to-cache.html

Simulations

Simulations require high-speed Internet access (DSL/cable modem quality). In general, the bit-rate supported should be higher than (or considerably higher than) a 56 kbit/s modem. If you're accessing it wirelessly, you need to make sure you have enough ports on your end to support the number of users who will try to access the simulation at the same time.

Our simulations are web-based products. They cannot be hosted locally. If your institution does not have adequate bandwidth to support access to the eProducts, your ability to use the simulations would have to be reconsidered. Please ask your IT group to enable any and all access (regardless of file size) to the 'forio.com' and 'www.forio.com' domains. You should also check with the service provider to make sure that it can handle several hundred users.  There are other factors, such as IP address allocation, that need to be large enough capacity to support a multi-hundred person group.

There should be no issues with multiple concurrent teams and bandwidth using a simulation. The issues we have seen are local (at the school) issues concerning the school’s own bandwidth limitations. If multiple students are playing the videos at the same time, since the videos are by-far the largest bandwidth element of the simulation, there can be performance problems. There are ways to mitigate this risk, such as assigning the ‘Prepare’ section as homework the night before play or projecting the videos in front of class to minimize how many individual students play them. It is recommended to work with your IT group to assess bandwidth constraints and wired/wireless capabilities

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