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Frequently Asked Questions (FAQs)

Google Chrome is the safest browser to use for the remote labs. Please do not use Internet Explorer or Edge Browser.

The greyed out computer icon next to the laboratory will become a selectable button

Please ensure that your TeamViewer software is updated to the latest version.

The time zone will default to your location. You can manually edit it by selecting the drop down menu of your location.

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Creating and maintaining accounts have proven to provide some issues for our students. The below options are the most frequent issues that emerge for our students.

You can manually reset your details by selecting "Forgot your password?" on the login page.

When signing up for an account with the Remote Labs, a red module will appear above the input fields stating all the current issues with your account creation.

Please be advised that it is primarily a recommendation. Once you have updated all the details in a manner that is acceptable to the Remote Labs, then the register button will start glowing.

TeamViewer is the application that facilitates the connection from the student to the lab computers.

As TeamViewer is a third-party software, it can sometimes incur downtimes that are out of our control. if you are experiencing any of these, we recommend you check out their official status page: https://status.teamviewer.com/

This problem may occur when TeamViewer has crashed on the lab computer you are trying to access.

Please state the lab this is occurring on below, and a support representative will try and respond back to you as quickly as possible.

The TeamViewer Partner ID should automatically be generated when entering the lab. 

Despite this, there are sometimes instances when it doesn't automatically populate. If it doesn't, we recommend:

  1. Ensuring TeamViewer is up-to-date.
  2. Restarting the TeamViewer program.
  3. Restarting your computer or device.

The TeamViewer password can retrieved from the button on the labs.

If you select the "Copy password" button, then the password will be added to your clipboard. 

Select "Paste" in the TeamViewer authentication window password field.

While very occasional, it is a known issue that a student can be prematurely removed from their lab session.

This can occur from varying reasons.

This issue can emerge when the TeamViewer program has been signed out of the Remote Lab computer.

TeamViewer Commercial License Detected

Please fill out the below field, and we will send you a confirmation email concerning its resolution.

While the software within each lab has been established to provide assistance for every student, issues can occasionally occur from frequent usage of a specific program.

Please read the relevant software instructions before proceeding with a program usage. The instructions will be located on your Moodle page, and will help with your overall understanding of the assignment.

Please note - we cannot provide support for any assignment specific questions. Please instead consult your assigned instructor.

Occasionally the licenses can expire for software. Please fill out the details below, and we'll endeavour to have the software fixed as soon as possible, and send you a confirmation email concerning its resolution.

The numerous programs within the labs are utilised by other students frequently. While EIT imposes restrictions on unwarranted damage to the programs, occasionally the software can incur damage from frequent usage or various accidents.

Please report the software below, and a member of staff will investigate, and provide a solution to the issue as soon as possible.

If none of the above options assist with your queries, then please feel free to contact our support team.

Please be as comprehensive as possible. The more information you provide in the below forms, the easier it will be for them to diagnose the issue. 

Note - for quicker resolution, we highly recommend attaching a screenshot of the problem.

I'm sorry that our troubleshooting form was unable to solve your issue.

If you can provide specific details below regarding your issue, our team will diagnose the issue and find a solution.

Note - for quicker resolution, we highly recommend attaching a screenshot of the problem.

Important Changes Coming With the March Release of Blackboard Collaborate with the Ultra Experience
Date Published: Jan 11,2019 Category: Product:Ultra_Experience; Version:Ultra_Experience Article No.: 000050179
Product: Collaborate - Ultra Experience
Type:Support Bulletin
Bulletin/Advisory Information:
To better support users of Blackboard Collaborate with the Ultra Experience, we are excited to announce these changes to browser support in the March release:
Adding native WebRTC-based support for users in Safari® 11 on macOS, Safari 12 on macOS®, and Microsoft Edge® on Windows® 10.
Adding (beta) native WebRTC-based support for users of Safari in iOS 11 and iOS 12.
Ending support for browsers that do not natively support WebRTC, and require the use of Adobe Flash® for media - this means ending support for Internet Explorer® 11
on Windows and Safari 10 on Mac OS.
When Blackboard Collaborate with the Ultra Experience was released in 2015, Adobe Flash was a significant enabling technology for live media in the browser. This was at a
time when only Google ChromeTM supported WebRTC well enough for the interactive demands of online classrooms with hundreds of participants. Today, every major,
modern browser has support for WebRTC.
WebRTC provides a superior experience to Flash for media access, with the ability to view multiple speaker videos, higher quality audio and video, and better bandwidth
In July 2017, Adobe announced the end-of-life for the Flash plugin to take effect at the end of 2020. Browser vendors have communicated plans for ending support of Flash in
their browsers and are making it difficult to enable and use Flash. These decisions make it clear that the best path forward for Collaborate with the Ultra Experience is with
browsers that natively support WebRTC.
In addition to our support for WebRTC in Google Chrome and Mozilla Firefox®, we are excited to add support for WebRTC in Safari 11, Safari 12, iOS 11, iOS 12, and
Microsoft Edge. We are confident that focusing on these technologies strengthens our ability to provide our users with the best possible experience.