Andy (Deployment Engineer)'s dashboard

Andy (Deployment Engineer) replied on October 07, 2009 14:52 to the question "Loging in to online support documentation (DekiWiki problem)" in Panopto:

Hi Doug,

This is resolved now.

Should you continue to have problems, please close your browser and try again. If you still get prompted, just e-mail us (support@panopto.com) with the link that you are trying to access.

Thank you,

Andy Tumas
Panopto Support

Andy (Deployment Engineer) replied on September 02, 2009 13:22 to the question "Failed to generate slide images for ... with Windows Server 2008 x86" in Panopto:

Hi,

That's great news, glad we could help.

Unfortunately, we don't have this resolved in CourseCast 2.2 yet. We are continually working on the problem and attempting to find a solid workaround/fix that will solve this problem permanently. Once we do have a solution, we'll be sure to notify everyone.

Thank you,

Andy

Andy (Deployment Engineer) replied on September 01, 2009 20:24 to the question "Failed to generate slide images for ... with Windows Server 2008 x86" in Panopto:

Hi,

We currently have an issue with CourseCast involving Office 2007 running on Server 2008. I've listed the steps in order to run the "Packager Service" in a command prompt window until we resolve this issue.

**Known Issue**

Until a fix is issued, the Packager Service must be run from a command prompt window.
To do this, go to Start – Administrative Tools – Services
Find the Panopto Packager Service
Right click the Service and select Properties
Change the Startup type to Manual
Stop the service
Click OK and close the Services snap-in
Open a command prompt by going to Start – All Programs – Accessories – Command Prompt
Change the working directory to C:\Program Files\Panopto\Packager Service
Type Packagerservice.exe
This process usually runs in the background as a service but due to a known bug, the process must be run in a command prompt.
We recommend adding PackagerService.exe to the Startup folder so the process will be launched automatically if the server is rebooted.

That should clear up the issue of receiving "Failed to generate PowerPoint images..." that you are receiving.

Thank you,

Andy Tumas
Application Engineer
Panopto, Inc.

Andy (Deployment Engineer) replied on August 25, 2009 15:05 to the question "Instructors creating classes in coursecast 2.1." in Panopto:

Hi Matt,

You are correct, we removed this functionality from the system so instructors couldn't create their own courses/folders.

We have written a customized fix for this for another supported customer and since you are also under a support contract with us, we'll be happy to pass that along to you. The fix will give Presenters the ability to create Folders.

If you could, please e-mail support@panopto.com with your request and we'll get back to you with the fix.

Thank you!

Andy Tumas

Andy (Deployment Engineer) replied on July 28, 2009 16:59 to the question "How to install using seperate data server" in Panopto:

Hi Jessica,

For CourseCast 2.1

Please follow the documentation provided here for the installation:
http://support.panopto.com/Version/2....

Follow the Web Server instructions for the web server and then follow the link at the bottom of those instructions to the Data Server installation.

Or, to access the Data Server installation directly, follow this link:
http://support.panopto.com/Version/2....

The Sessions folder is on your Web Server and Video folder is on your Data Server.

CourseCast and Packager are installed on Web Server. Encoder is installed on Data server.

The written documentation on our support site @ http://support.panopto.com explains this in detail and we also have a How-To Video which will walk you through the CourseCast installation, step-by-step: http://v2.panopto.com/CourseCast/View...

Thank you,

Andy Tumas
Application Engineer
Panopto, Inc.

Andy (Deployment Engineer) replied on June 03, 2009 20:22 to the question "No Text in PPT mode?" in Panopto:

Hi Marquis,

Thank you for contacting Panopto Support.

I've re-processed the recording you mentioned and the text from the PowerPoint slides is now searchable and included in the Table of Contents.

We've seen this happen when completing two computer recordings or when using a PowerPoint file that was originally created on a Mac. I see that you had completed a two computer recording.

We're looking into a permanent fix and will implement that on your hosted site to avoid this happening in the future.

Thank you,

Andy

Andy (Deployment Engineer) asked a question in Panopto on May 07, 2009 20:30:

What classroom microphones do you use?

Hi All!

We've received some questions from customers regarding classroom audio equipment, specifically, classroom microphones.

What kind of microphones are you using in your classrooms to pick up classroom discussions and questions?

We're looking for equipment in all price ranges and complexity.

Have you tried any devices that you would or would not recommend to other users?

Do you use a single recording device for the whole room or do you have multiple devices throughout the room?

Any feedback you can give would be much appreciated!

Thank you,

Andy
Panopto Support

Andy (Deployment Engineer) replied on April 02, 2009 17:44 to the question "Where, oh where, has my video gone? DVD segment shown on Windows Media Player not captured." in Panopto:

Hi Bill,

Thank you for working offline with us on this. We'd like to see the Screen Capture file "screen.wmv" from the recording computer to determine what happened to the DVD video. We have seen some incidents of Screen Capture failing on a Windows XP machine when WMP is full screened for play back. This problem is resolved in CourseCast 2.1 however.

The audio from the recording would only have been recorded if the microphone you selected was able to record that audio.

Thank you,

Andy

Andy (Deployment Engineer) replied on March 30, 2009 12:12 to the problem "Unhandled Exceptions Error Message" in Panopto:

I just wanted to follow up on this remark. It turns out that someone had installed an older version of .NET 2.0 or 1.0 on the server after .NET 3.5 had already been installed. This was causing the problem of receiving "Unhandled Exceptions Error". This was resolved by uninstalling all versions of .NET and then installing .NET 1.0, 2.0, 3.5 in order.

Andy (Deployment Engineer) replied on March 16, 2009 14:41 to the problem "XP issues viewing video" in Panopto:

Hi Nicole,

Thank you for contacting Panopto Support!

Can you give us some information on the version of Internet Explorer or Firefox that these users have? What kind of connection are they using? (Cable, DSL, dial-up?)

Also, if possible, can you send us a screen shot of what the viewer looks like when the PPT and Screen Capture feeds don't show up?

Do you have other XP users who are successfully viewing these recordings?

Thank you,

Andy

Andy (Deployment Engineer) replied on February 18, 2009 23:43 to the problem "The DEVIL, you say!" in Panopto:

Hi Bill,

We've taken a look at this recording and hear what you mean. Sorry for this, we'll see what we can do to help avoid this happening in the future.

Can you tell which video quality this user recorded with? Was it Web Ready, HQC, or Archival?

How much load was there on the computer doing the recording? Is it an older, slower machine with a lot running on it?

Do you know if you can reproduce this same problem on the same PC?

Also, can you tell me if this recording was Edited at all?

We would like to get on the phone with you to discuss the details of the recording computer.

Can you recommend a time for us to call to discuss this?

Thank you,

Andy

Andy (Deployment Engineer) replied on February 09, 2009 15:58 to the question "Can i add a powerpoint after audio has been recorded?" in Panopto:

Hi Matt,

Since none of the timestamps for the slide changes of the PowerPoint presentation would be present, it's not possible to add the PowerPoint file after the recording is completed. If we were to add it to the presentation, there would be no synchronization between the slides and the audio recording.

If you can move the audio file to another device and then play it back through the Panopto Recorder, you could basically re-run the presentation and just tab through the slides as they would have changed originally. This will be rather difficult with just audio though as video helps show the presenters movements and, in some cases, a corner of the projection screen to show you which slide they are on.

Let us know if you need more information on this.

Thank you,

Andy

Andy (Deployment Engineer) replied on February 03, 2009 19:52 to the question "URL requires login now." in Panopto:

Hi Eder,

Thank you for contacting us!

It turns out that this was due to the ACL checkbox being checked for the particular lecture. Even though there were no users listed in the access list, the ACL checkbox will still restrict access to a particular course/lecture.

This was resolved by simply unchecking the "Use ACL" checkbox in the lecture settings.

Thanks again!

Andy

Andy (Deployment Engineer) replied on January 29, 2009 20:30 to the question "Can I move a lecture to a different course?" in Panopto:

Hi Bruce,

Thank you for contacting Panopto Support.

This feature will be added CourseCast 2.1 which is due out soon but for right now it is a change that we need to make for you since you are a Panopto Hosted customer.

Can you please send an e-mail to support@panopto.com with the lecture details?
Please tell us:
1. The name of the lecture.
2. The current course the lecture is in.
3. The course that you would like the lecture moved to.

We will make the change for you once we receive the information.

Thank you!

Andy

Andy (Deployment Engineer) replied on January 21, 2009 23:23 to the question "I entered the wrong website for Editor. How can I change this?" in Panopto:

Hi Bruce,

Thank you for contacting Panopto Support.

I've created this recording to show how to make the change to the Panopto Editor server name.

http://v2.panopto.com/CourseCast/View...

Please let me know if this is sufficient or if you have any other questions.

Thank you!

Andy Tumas
Deployment Engineer
Panopto, Inc.

Andy (Deployment Engineer) replied on January 13, 2009 21:25 to the question "video portion of class capture goes black" in Panopto:

Hi Bill,

Thank you for spending some time with me today to get this issue resolved. We are currently waiting to see if the timeout setting for your Polycom camera is what caused the video to go black part way through the recording.

You are recording video and audio through a Dazzle device which is recognized by the Panopto Recorder. We know that the device is working because the Recorder kept recording audio which is also input through the Dazzle. We narrowed it down to the video camera and you mentioned having called Polycom and finding out that the camera has timeout settings.

Please test the Recorder with the changes to the timeout settings and let us know how it goes.

If this does affect the recording, I'll look into getting more information from Polycom and posting some troubleshooting or configuration steps on our support site @ support.panopto.com.

Thanks again!

Andy

Andy (Deployment Engineer) replied on January 13, 2009 18:12 to the question "Help with AD" in Panopto:

Hi Brian,

Thank you for contacting Panopto Support via Get Satisfaction.

To answer your questions, yes, you do have control access for each class when using the AD integration. The AD integration allows you to restrict access to who can view recorded content. To use the ACL, open the WebUI and just go to the course or lecture that you want to restrict access to and click on Settings. In Settings there is a Access Control feature that you can paste a list of AD usernames (i.e. bbeck@university.edu). When you do this, you aren’t actually creating CourseCast accounts for each user, so they won’t be able to login to the Administrators & Staff site. They can click on “Students” on the main login page with their AD username/password and view the classes/lectures that they have been given access to.

More Information on Adding Users to a Course: http://support.panopto.com/How_To/001...

Instructor/Videographer accounts are actual Coursecast accounts and control who can create content for each course.

If a phone call would help alleviate some questions, please feel free to give us a call.

Thank you,

Andy Tumas
Deployment Engineer
Panopto Support
1-800-931-5036 / option 1

Andy (Deployment Engineer) replied on January 08, 2009 22:14 to the question "Today's lecture not so today for students..." in Panopto:

Hi Bill,

Thank you for taking the time to speak with me this afternoon.

We've upgraded your server to our latest build and this will help to resolve these issues in the future.

I'll be available tomorrow morning to speak with Gregg and work with him to get the recording processed and available for your students.

Thanks again!

Andy

Andy (Deployment Engineer) replied on January 06, 2009 20:35 to the question "Why is a recording "stuck" processing or uploading?" in Panopto:

Hi Bill,

To reply to this thread with the resolution to the problem:

It turns out that the CourseCast server was out of disk space. This was stopping the upload of the video files from the Recorder to the server. Once enough disk space was freed up, the DV file was copied to the server from your backup location. The Panopto Encoder immediately picked up on the available file and the encoding process begun.

We were able to free up enough disk space as a temporary solution by removing old, unused video files from the C:\CC_Data\Video folder on your server. Please remember that you won't be able to edit any presentations if the video file has been deleted from Video folder.

Please let us know if you have any questions.

Thank you!

Andy

Andy (Deployment Engineer) replied on December 29, 2008 15:39 to the question "Why is a recording "stuck" processing or uploading?" in Panopto:

Hi Bill,

I just left you a voicemail at your work number.

There are a couple different reasons that a video could get stuck in processing. We'll want to check the Video folder on your CourseCast Data server to ensure that the file was completely uploaded and that the Web server has enough hard disk space to process the video. I would also check Services.msc to ensure that the Panopto Encoder and Panopto Packager services are still running on the server.

If you have time today, I'd be happy to set up a remote connection to your server to take a look. Please let me know if you would like to go that route.

Thank you,

Andy Tumas
Deployment Engineer
Panopto, Inc.