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Technical Support

Virtual Classroom Live Frequently Asked Questions

How long will I have access to the recording?
Enrolled students will have access to their class recording* for six months after the event.

When are my class recordings available?
Your recordings* are available within three hours of the end time of each day of class.

What are my choices for audio in the class?
You can choose to have audio through your computer speakers and microphone or via a traditional conference call bridge using a traditional phone (landline or cellphone) or an Internet phone like Skype. If you choose the conference call bridge option, the system will dial out to your phone toll-free if you are in North America. If your phone does not allow the call because you are on an extension, you can direct dial into the class. The call is toll-free in the U.S. and Canada.

What can I do in my virtual class?
You can speak normally or use public or private integrated chat to communicate with the instructor and other students. You will view the instructor's slides, desktop shares and interactive whiteboard. You can ask questions, participate in polls, and even work on assignments and activities in break-out groups. In some cases, you can see the instructor through live video, and share your video if you have a connected USB webcam.

Can I access my class via a mobile device?
In order to access your session on a mobile device, download and install the free Adobe Connect Mobile 2.0 app found here. Once the app is installed on your Apple iOS, Android, or BlackBerry device, call Global Knowledge technical support at 1-866-825-8555, and our support staff will verify your enrollment and provide a mobile attendee URL. You will use this mobile attendee URL to access your class from any of your mobile devices throughout the week.

Important: Using a mobile device should be an exception, as many Global Knowledge courses require a Windows PC to access the remote lab environment at various times during the week.

I am going to present in a Global Knowledge class and need to share my screen with others. How can I be sure I am ready?
System Check and Troubleshooting (required for students in break-out groups)

If your system passed the test, then you can be sure that you have a proper version of Adobe Flash, a strong enough Internet connection and the proper Flash Add-in. The Flash Add-in provides support for uploading files in class and sharing screens. Download the latest meeting Adobe Connect Flash Add-in for Mac or Windows here.

What should I do if I am having problems connecting to my labs?
Our courses use a number of different lab environments, so the fix you need depends on the course you're taking. Please contact our support team.

What are the recommended system requirements for the virtual classroom delivery formats?

 

Windows:

  • 1.4 GHz Intel® Pentium® 4 (or equivalent) or faster processor
  • Windows 10, 8.1 (32-bit/64-bit) or 7 (32-bit/64-it)
  • 512MB of RAM (1GB recommended)
  • Microsoft Internet Explorer 11 or later, Windows Edge browser, Mozilla Firefox or Google Chrome


Mac OS:

  • 1.83 GHz Intel Core™ Duo or faster processor
  • 512MB of RAM (1GB recommended)
  • Mac OS X 10.9, 10.10, 10.11, 10.12 and 10.13
  • Mozilla Firefox, Apple Safari or Google Chrome
  • Adobe Flash Player 13 or higher (check my version / upgrade here)


Linux:

  • Ubuntu 14.04, 16.04 or Red Hat Enterprise Linux 6
  • No application support for Linux is available. Users on Linux can attend meetings in the browser.**
  • Google Chrome
  • Adobe Flash Player 23 or higher (check my version / upgrade here)


Virtual Environment:

  • Citrix XenApp 7.5, 7.11
  • Horizon version 6.2


Mobile OS:

  • Apple-supported OS versions: iOS 8.1.2 or later
  • Google Android 4.4 or later

 

The Adobe Connect Meeting Application (more info) is required to share your screen or file share in an Adobe Connect session. Installation of the Adobe Connect application does not require administrative privileges. You may install the application in two ways:

  1. Automatically install it during your class via lightening download. You will be prompted to accept the download upon attempting to screen share or use functionality that requires the application.
  2. Install it before your class using the installers below.

The stand-alone Adobe Connect application for desktop replaces the old add-in, and is compatible with Adobe Connect 9 and later versions.

Although there is currently no Add-in for Linux, users on Linux (Ubuntu, Red Hat and OpenSUSE) can still attend, host or present in meetings in the browser.


Additional system recommendations for a good virtual learning experience:


Bandwidth (recommended):

  • 512 Kbps

 

Internet Connection Type:

  • LAN/DSL/Cable
  • Wired connection recommended

 

Monitor:

  • 1024 x 768 or higher
  • 16-bit color


Internet Audio:

  • Full duplex sound card
  • Speakers
  • USB headset with noise cancellation recommended


Teleconference Audio:

  • Phone with headset or speakerphone
  • Landline is preferred over wireless
  • Mobile phone users: Be aware of your plan limitations. Global Knowledge does not reimburse you for overage charges.

 

What are your course polices?
View Global Knowledge course policies here.


*Course recordings subject to availability by course. Contact your training advisor for more information.
**The Adobe Connect Add-in is required for courses that use student screen sharing or break-out groups, such as Cisco or Juniper courses with remote lab pairing and business training with group exercises.

 

On-Demand FAQs

What are the system requirements for On-Demand learning?

  • Processor: Minimum:P3 800 MHz; Recommended: 1.2 GHz Pentium or equivalent
  • Recommended RAM: As required to run your operating system (at least 512 MB recommended)
  • Disk space: 0 KB, not including browser, plug-ins, etc.
  • Monitor resolution: Minimum: 1024 x 768, 16-bit color; Recommended: 32-bit color
  • Operating systems: Windows 2000, XP and Vista (Note: Windows Vista is supported for all online courses and most courses on CD.)
  • Browsers: Internet Explorer 6.0 or higher (preferred) or Firefox 2.0 or later (Firefox 2.0 only for courses on CD)
  • Browser plug-in: Flash Player 9 or later
  • Adobe Acrobat Reader 6.0 or later

 

How will online learning affect the performance of my network?
Due to the intermittent nature of learning, it really depends on simultaneous system requests of the learning population when taking an online course.

Can I shut off access to the content for an employee if they leave the company?
Yes. Call the Technical Support Helpdesk and they can deactivate any user from accessing our online courses.

Does this work on a 56K connection and what is optimal?
While the On-Demand courses will work on a 56K connection, we recommend at least a LAN, ISDN, DSL or cable modem connection to ensure an optimal experience while taking the course online.

Do you store cookies?
Yes. A cookie is used to facilitate the logout experience so the user is directed to the correct page when they leave the LMS. A cookie also allows the user to store their login ID and password so they do not have to login each time they access the course.

Do we need to enable Javascript?
Yes. The interface is dynamic, and Javascript must be enabled in the browser.

Does Java need to be installed?
Sun's JRE v.1.4 or higher or Microsoft's VM for Java must be available for SCORM communication with the Oracle LMS.

Do we need to enable ActiveX Controls?
Yes. ActiveX is required for Flash content in Internet Explorer and to launch the OnDemand player.

Can we just buy your CDs and load into our own CMS, LMS or internal server?
Yes. Please contact your training advisor for more details. If our courseware is delivered to you via CD for inclusion in your existing LMS, the courses would be launched just like any of your other content that you host. Global Knowledge courseware has been successfully tested to operate in Docent, Pathlore and Saba.

These LMSs are capable of launching and tracking:

  • Start and end sessions
  • Time in course
  • Completion status
  • Assessment score

 

Can assessments and start/stop data results be imported into our existing LMS?
That depends. Please see above.

Are the On-Demand platform standards compliant?
Yes. The platform is AICC, SCORM 1.1, 1.2 and IMS compliant.

Are the On-Demand content standards compliant?
Yes. The content can be packaged for delivery via an internal LMS system. All Global Knowledge proprietary On-Demand content can be packaged to comply with AICC, SCORM and IMS and will therefore operate in any LMS that conforms to these specifications. To be specific, our courseware conforms to:

  • AICC AGR-010: Web-based CMI Guidelines (Version 3.4)
    • CBT Course Individual
    • CBT AU
    • Authoring System
  • SCORM Specifications (Version 1.1, 1.2)
    • The SCORM Content Aggregation Model
    • Sharable Content Object Runtime Environment (SCO-RTE1)
    • SCORM Version 1.1, 1.2 Metadata XML - Minimum with Optional Elements (MD-XML1+Optional)
  • IMS Content Packaging Specification (Version 1.1.1) - Level 0

 

Are your desktop application courses MOUS certified?
Yes. All of Global Knowledge's Microsoft Desktop application courseware is MOUS certified. Our courseware is specifically designed to prepare individuals to take MOUS certification exams. It covers 100 percent of the MOUS exam objectives (concepts that are used to create MOUS exams) and is reviewed by a third party appointed by Microsoft to meet Microsoft's rigorous quality standards. You can be certain you are delivering high quality that will best prepare your students to become Microsoft Office User Specialists.

Do I need to make any firewall changes?
Typically no. The streaming video will achieve better performance if port 1755 is open. If it is not then the video defaults to port 80 - HTTP.

What are your course polices?
View Global Knowledge course policies here.

 

Red Hat specific information

Red Hat Virtual Training Information
Red Hat Virtual Training FAQ

 

Still have questions?

Please contact our support team with technical issues:

Email: techsupport@globalknowledge.com 
Phone: 866-825-8555
Office Hours: 7:30 a.m.-8:00 p.m. (ET)