Frequently Asked Questions (F.A.Q.)

Please make a choice from the following list of records...


Question Last Updated Hits
What is my username and password? 4/1/2011 - 10:04:37 AM 244940
I just added a class that uses Catalyst. When can I login? 5/11/2010 - 04:52:51 PM 224068
Classes haven't started. When can I login? 6/24/2014 - 09:21:18 AM 211558
How do I login to etudes? (Foothill College) 5/11/2010 - 04:56:33 PM 196314
Where can I find my instructor's email address? 5/11/2010 - 04:55:03 PM 195850
The video streams don't work; what can I do? 4/21/2014 - 11:50:08 AM 188006
I'm having trouble with online registration and/or MyPortal! 1/5/2012 - 09:16:04 AM 181052
Which web browsers are supported? Do I have to use Firefox? 5/11/2010 - 04:57:25 PM 181020
How do I "whitelist" emails from deanza.edu? 5/11/2010 - 04:58:24 PM 156476

 
Q: The video streams don't work; what can I do?

If your course uses the QuickTime videostreams...


Q: I have a new Mac, or have just upgraded to Mac OS Mavericks, and I can't play the QuickTime Videostreams
A: The version of QuickTime pre-installed in Mac OS Mavericks does not run the older QuickTime videostreams. You must download QuickTime Player 7 (QTP7), and then copy & paste a Direct Link from a Lesson playback window into QTP7 via File > Open URL.
Instructions for finding the Direct Links are described below for "Q: The web page isn't working for me, how can I view the videos in QuickTime directly?"
Downloading QTP7 onto your computer will not replace your current QuickTime application. The QuickTime video streams are delivered via the "rtsp" protocol - to set QTP7 as the default player for the rtsp protocol, see below, "How do I configure QuickTime to work with RTSP streams?".
Download QuickTime Player 7.

Q: What browser works best with the QuickTime Videostreams?
A: Assuming QuickTime is installed correctly on the computer, all web browsers on the computer will support the embedded QuickTime videostreams, but some browsers are more responsive during active viewing. We have found that Apple's Safari web browser appears to offer the quickest response to the user during viewing. We have also noticed that some versions of Firefox on Mac OS X can freeze up. Sometimes Internet Explorer is the best choice for Windows computers.

Q: How do I know if I have QuickTime on my computer?
A: Many computers ship with QuickTime pre-installed. If you have an Apple Macintosh or a Windows machine with iTunes, you have QuickTime installed already.
For Windows computers, look in your file system where your other applications are stored. If you don't see QuickTime listed, it may be in a folder names "Apple".

Q: How do I get QuickTime installed on my computer?
A: If you use an Apple Macintosh computer, you already have QuickTime installed by default. It should "just work" with no additional work required on your part. If you use a Windows computer and you have not already installed either QuickTime or iTunes (which also installs QuickTime), please visit the QuickTime Download page at http://www.apple.com/quicktime/download/ to download QuickTime. The "Free Download" is all that is required - you do NOT need to purchase the upgrade to QuickTime Pro.

Q: Something broke while I was watching a video, and now I don't get the audio (or video, or captions). What can I do?
A: To resolve missing media problems, please clear your QuickTime cache.
Close your web browser, and then perform the steps for your type of operating system:

Clearing the QuickTime Cache on Windows:
1) Launch the QuickTime Application via the Start menu.
2) From the Edit Menu, select Preferences->QuickTime Preferences.
3) At the top of the window, choose the "Advanced" tab.
4) Under the "Download Cache" heading, click on the button labeled "Empty Cache."
5) Optional: For advanced users, you can also adjust the cache size here, but be sure to click the "Apply" button if you do so.
6) Restart your browser

Clearing the QuickTime Cache on an Apple Macintosh (pre-10.7):
1) Click on the Finder option in your Dock.
2) Under "Places" select your account (probably the first option).
3) Go to Library -> Caches, and drag the "QuickTime" folder to the trash can.
4) Restart your web browser

Clearing the QuickTime Cache on an Apple Macintosh (10.7 and later):
1) Click on the Finder option in your Dock, or click on your desktop, to show the Finder menu.
2) Under the "Go" menu, select "Go to Folder...", a Finder window will appear with a dialog box.
3) Enter "~/Library" into the text field and submit with the "Go" button.
4) Go to Library -> Caches, and drag the "QuickTime" folder to the trash can.
5) Restart your web browser.

Q: How do I configure QuickTime to work with RTSP streams?
A: For most users, you should not need to adjust the QuickTime settings. However, if another video player is configured to handle RTSP streams, you may need to manually modify these QuickTime settings. Please open QuickTime and go to the Settings menu option. Locate the file association labeled "Streaming Video, RTSP" and make sure there's a check mark next to it.

Q: I tried to do something and Firefox just stopped working! What did I do wrong?
A: Older versions of Firefox on the Mac have been shown to hang while attempting to view QuickTime videostreams. If you experience this error, please try a different browser.

Q: I keep getting a "security warning" in Internet Explorer about "Secure Content," is this safe?
A: This message usually indicates there is unencrypted content on an encrypted page. This error showed up occasionally in the past when a user had modified their security settings manually to be more restrictive. Please use the contact information at the bottom of this FAQ to send us a note so we can help you troubleshoot this error.

Q: The web page isn't working for me, how can I view the videos in QuickTime directly?
A: On the video playback page at the upper left, under the "Now playing: Lesson **" notice, is a set of three links: "Direct Links: Low | Medium | High". To open a video in QuickTime....
1) Right-click on either the low, medium, or high quality link and select "copy link" or "copy shortcut" (depending on whether you are using Firefox, Safari, or Internet Explorer).
2) Launch QuickTime directly. QuickTime can be found under the "Start" menu on Windows or in the "Applications" folder on a Macintosh. If you are using Mac OS Mavericks, use QuickTime Player 7.
3) In QuickTime, select File -> Open URL (or File -> Open Location) and paste in the copied link.
4) Press the "OK" button.

NOTE: QTSS does not support the streaming of Closed Caption data, If you use QuickTime Player without the web interface, you will be unable to view synchronized captions while watching the videos. There is usually a link to a transcript version of the captions on the video viewing web page.

Q: QuickTime just is not working for me to view the QuickTime video streams. Is there another player?
A: Some students have had success using the direct link copy & paste method with VideoLAN's VLC player:
http://www.videolan.org/vlc/

Q: Any time I move my mouse the video windows changes to a big green box. What's going on?
A: Some users of Firefox with the Noscript plug-in installed have reported this error. The only work-arounds at this time are using a different browser, not moving the mouse over the image or, disabling the Noscript plug-in.

Q: Why does the caption text not line up with the audio?
A: The caption text you are viewing is pulled from television close captions, which are historically a few seconds delayed. We are aware this is not conducive to video search, and we are working to more accurately syncronize the text.

Q: Why does the video start and stop a lot?
A: If you do not have enough bandwidth available on your Internet connection, the video may appear to "stutter" or pause and rebuffer frequently. If this happens, you may need to use a lower bandwidth stream or turn off other services on your network that require a lot of bandwidth (for example: Netflix downloads, other users on Youtube, bittorrent, etc).

Q: The captions don't work; the system just says "preparing captions" but the video never starts.
A: This error usually means your computer is unable to connect to the caption server and the video simultaneously; it typically occures when bandwidth is limited. If this is the case, you may need to use a lower bandwidth stream or turn off other services on your network that require a lot of bandwidth (for example: Netflix downloads, other users on Youtube, bittorrent, etc).

Q: HELP! I tried everything above and none of it worked! What do I do now?
A: First, please reboot and see if that resolves the issue. In about 70% of the cases we have tested, this will resolve the issue. If that doesn't work, please use the tech support system identified below. We'll need to know the following to help you most effectively:
* Your operating system (Windows XP, Mac OS 10.*, Mac OS Mavericks, etc)
* Your brower name (Firefox, IE, Safari, Chrome, etc) and version
* Problem description, including any error messages you may be receiving
* If we require additional information, screen captures are incredibly helpful. On Windows you can take a screen capture with control-printscreen, then paste the picture into an email. On Macintosh computers, you can use Command-shift-3, then attach the "Screen shot" file that appears on your Desktop.

If your course uses videos in De Anza's iTunes U store ...


Q: I don't have Apple's iTunes application.
A: iTunes is included with every Apple computer. iTunes for Windows is available at http://www.apple.com/itunes/download/.

Q: The link in the Catalyst course leads me to a Microsoft Outlook login page or I get an Outlook permission denied message.
A: Your instructor has created the link incorrectly. Submit a tech support request with a description of what happens after trying to use the link, and any error messages. Catalyst Technical Support will contact your instructor to correct the problem.

Q: The username and password don't work to allow me access to the iTunes U video collection.
A: Submit a tech support request , including the following information:
* The link the instructor gave you - should start with "https://deimos.apple.com/WebObjects/..."
* The username
* The password
* Any error messages

Q: I did not download the video, and when I tried to view it in iTunes, the playback was not good.
A: The course videos in iTunes were not meant for live streaming viewing. It may seem that iTunes allows online viewing by allowing previews via the icon that looks like a monitor screen. That icon launches a preview, and the quality of the preview is dependent on the conditions of the network between Apple's servers and the viewer's computer. There may also be the occasional problem with Apple's server. Downloading the video allows for high quality controlled playback on the student's local computer.

Q: My download is finished, but I can't find the video.

A: The downloaded video is located in an iTunes library named "iTunes U". NOTE: this is not the "iTunes U" tab link in the Store area of iTunes.

If your course uses videos at an unsupported site ...


Q: How do I know if a class video is not supported by Catalyst Tecnical Support?
A: Catalyst supports the QuickTimes video streams and iTunes U video links.
* QuickTime streaming video link text is usually in the form "Lesson **" where ** is a number, and there are three size options presented, "Low", "Medium", or "High". There are also Direct Links offered in the same three options.
* De Anza iTunes U links start with "https://deimos.apple.com/WebObjects/..."

Links in any other format are probably links on web sites that are not supported by Catalyst Technical Support. These include videos on YouTube, Vimeo, McGraw-Hill, and Prentice-Hall. Please ask your instructor for the best source for help for such videos.


You may request technical support via the standard tech support request at http://catalysthelp.deanza.edu/


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