Tegrity End User Support

These are a few tips to keep in mind before viewing a recording the first time or if you experience trouble playing the recording.

First time users can utilize the "First time user?" link to make sure your computer components are compatible with the Tegrity software. Generally, this will indicate whether you are able to view the recordings or if additional software is needed. (Located on the left side of the recording screen before the recording begins).

Tegrity 7.1.2 recordings are not compatible with Macintosh Operating Systems at this time. Some 7.1.2 recordings are not viewable on the Mac OS. Tegrity recordings version 7.1.2 will be available for podcasting, however.

The first most common reason: Is Microsoft Java Virtual Machine installed and enabled on your machine?  
You will need this installed on your computer to run the Tegrity recordings. To check if it's installed: Open Internet Explorer, select Tools from the menu, select Internet Options, select the Advanced tab. On the Advanced tab there are several checkboxes with text next to them. Scroll down to the "Microsoft VM" text. Is the box for "JIT compiler for virtual machine enabled (requires restart)" checked? If not, you will need to check that box and restart your computer. Also, if there is a "JavaSun" box, you will need to uncheck that box. When your computer reboots, please try to access one of the recordings. If neither Microsoft VM or JavaSun appear in this list, then you need to install Microsoft Java VM software (see below).

To install MS Java VM:

1) Download the Java Virtual Machine and install.

2) Click "Download" and save the file to your C drive (in a conspicuous place or under Program Files, create a folder for Tegrity if it doesn't already exist).

3) Once the file is downloaded, go to that folder and double-click the file to run it.

4) Once the Java Virtual machine has been installed, restart your computer.

5) After the reboot, please go to the Blackboard site and try to open a recording.

6) If you have any problems during the install, please advise your Tegrity support personnel.

The other most common reason: Your web browser may be setup with a pop-up blocker.
The Tegrity recordings link will open a new window and appears to be a pop-up by your browser. If this is turned on, you will need to turn off any pop-up blockers that are enabled in order to view the Tegrity sessions.

The screen recording/slides present as black slides in the viewer.
This is generally caused by issues with bandwidth between the Tegrity server and the viewing computer. If there is greater network traffic (peak business hours), then the bandwidth may be affected. You may choose to “Download for Later Viewing” and save the recording to your computer. This method is not streamed and therefore the bandwidth does not affect the viewing ability. (Located on the left side of the recording screen before the recording begins).

Difficulty downloading the powerpoint slides.
Before you click on the link to “Powerpoint File”, the pop-up blocker must be disabled. The download window appears as a pop-up. In Windows XP you may see an information bar at the top of your browser window after you click to download the powerpoint file; It looks like the blue image below. You should choose Download File from the options menu. Then save the powerpoint file on your C drive in a so-named folder.

If you have reviewed these tips and are still experiencing problems viewing the recordings, please submit a Tegrity support request.