Troubleshooting Learn on Demand Virtual Machines

We use Learn on Demand (LOD) to host the virtual machines for many (but not all) of our classes. If your labs aren't working as well as you'd hoped, see below for troubleshooting tips.

Troubleshooting Learn on Demand Virtual Machines

If labs are running slow...

  1. Make sure the student's connection isn't running through vpn, wireless or wifi. If it is, have them connect using a hard wire and without vpn.
  2. Try changing the controller, under the options section on the right side panel, to HTML5 or Flash.
  3. Try shutting down the computer completely, waiting 10 seconds, turning it back on and reconnecting.
  4. Run a speed test at http://speedtest.terillian.com. At the end, click Test Audit Report link, and send support@webucator.com the 4-digit test identity so we can have LOD look into the issue.

If you're having trouble viewing the virtual machine in full screen...

  1. Right click on the desktop of the virtual machine and choose a higher setting for the screen resolution.

If you see a black or white screen saying there is no connection...

  1. Click Support on the right side panel of the virtual machine and, if you can, change the Controller to Silverlight as this controller doesn't use as many security settings.
  2. If you can not change the controller, you will need to open Port 443 for both TCP and UDP traffic on any firewall in between the learner and the lab server farm.

If your keyboard or mouse stopped working on the virtual machine...

  1. There was a hiccup in your connection which is why this happens. Press and hold Ctrl+Alt+Esc at the same time to regain control.

If the Tab key appears to be stuck down...

  1. In order to clear a 'stuck' key, you just need to press it again, hold and release. The issue is that the client's connection to the lab timed out at the exact moment a key is being pressed down, so the key release was never sent to the VM(s).
  2. If step 1 doesn't work, cancel the lab and launch it again.

If you have inadvertently switched to Sticky Keys...

  1. Navigate to the Control Panel in the Virtual Machine and click the Ease of Access entry.
  2. Click on the Change how Your Keyboard Works link (By default, under the Make It Easier to Type section, most of the items should be unchecked. However, that does not prevent Windows from asking if you want to turn on the features if you happen to press the correct keyboard sequence. To turn off the dialog box and thus relieve the annoyance, you will have to dig a bit deeper).
  3. Click on the Set Up Sticky Keys link.
  4. Uncheck the Turn on Sticky Keys when SHIFT Is Pressed Five Times box. That will prevent Windows from asking if you want to turn the feature on.

Contacting Support

If you are not able to resolve the issue using one of the suggestions above, please email support@webucator.com or call 877-932-8228 ext 4 for Technical Support.