Troubleshooting Guide

Contact: support@visualclassrooms.com

Launching from Learning Management System (Canvas, Blackboard, etc)

Problem: When I click the link in my LMS, I don’t get logged in, it just sends me to the login page
Fix: Ensure that cookies are enabled. When embedded within an LMS frame, some browsers (Safari, Edge) consider Visual Classrooms to be a “third party site” and blocks our login cookie.

There are 3 possible fixes:
• Use Chrome or Firefox, both browsers enable third party cookies by default
• Use Google to find instructions on how to enable third party cookies for your browser
• The instructor can edit the link in the LMS to “Open In a New Window” so it is not embedded within the LMS frame

Error: Not a valid LTI request.
Fix: Ensure that the LTI information is correct. Watch for trailing spaces if copy/pasting and make sure to use https.

Error: Expired timestamp, yours YYY, ours ZZZ
Fix: Refresh the page and launch again

Signing Up/Accessing Directly (No LMS)

The most common issue is not receiving their password via email because it gets blocked by spam folders.

Problem: I didn’t get my sign up email
Fix: Check spam folders, use the “Reset Email” functionality to send again

Problem: How do I join my instructors “group”
Fix: Contact the instructor (or VC Support). The instructor needs to create a group, then will give the students a link to join. You can do nothing.

Escalate issues to support@visualclassrooms.com and they will be responded to within 24 hours (but likely within hours).