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echo360 -- Troubleshooting Recording Playback Issues

Asked to Login? Here are Steps to Try

You generally should not need to login to Echo360, so if you are being asked to do so, try the following.

Cannot Find One or More Recordings

For the “COURSES” section in Echo360, the “Default” order in the “Sort By” drop-down menu is odd.

Scroll down to the bottom of the Echo360 “COURSES” webpage for your Drexel CCI course.

Or if you change the “Sort By” drop-down menu to “Oldest,” you’ll see the one or more recordings that you are missing.

If you still cannot find a recording, contact the Drexel CCI iCommons HelpDesk at 215-895-2480 or ihelp@drexel.edu.

Audio Is Hard to Hear

Is the audio hard to hear in an Echo360 recording or live video stream? Then try the following:

Adjust the volume slider when playing an Echo360 recording or live video stream:

Echo360 volume.png

Adjust your computer's volume

Install Browser Extension

If you are having trouble hearing a professor due to low audio, or bad audio, one possible work-around solution to try is to download/install the Chrome web browser and install the "Volume Master" extension from the Chrome Web Store at the link below.

We cannot find a similar link for Firefox as of yet. The above link has a good chance of working for other Chrome-based web browsers, such as the new Microsoft Edge and the Brave web browser, as well, which may be less resource intensive on your computer.

If none of the advice above helps, contact us using information at the bottom of this webpage you are reading this on.

No Audio or Video or Recording Feed Freezes or Stutters

No video or audio in Echo360? Or audio and video feed coming in and out? Try the following steps:

Step 1

  1. Logout of Echo360 and Bb Learn.
  2. Close your internet browser completely.
  3. Reopen your internet browser.
  4. Log back into your Bb Learn course shell at https://learn.dcollege.net .
  5. Try to access the Echo360 recordings again in the "Echo360 Class Recordings" area.
    1. Click the "Echo360 Class Recordings for [YOUR COURSE]" link within that area.
  6. Do not watch or share audio or video in Bb Collaborate Ultra when using Echo360.
  7. If this does not work, try next step.

Step 2

Close your internet browser completely, and try a different internet browser.

  • If this doesn't work, try next step.

Step 3

You may somehow be having the wrong email address (long form is needed rather than the short form) or the wrong password get sent to Echo360.

A password reset may fix this. Here's how.

  1. Find your Drexel long form email address.
    1. Usually, it is your full name, with a period between the first, middle initial, and last name, followed by @drexel.edu.
    2. Example: michael.j.galloway@drexel.edu . (Your long-form email address will be different.)
  2. Enter Bb Learn at https://learn.dcollege.net , and try to enter Echo360 again.
  3. If no login screen appears, logout of Bb Learn, and visit the Echo360 website (link below).
    1. https://echo360.org/directLogin
    2. If an Echo360 login screen appears in either Bb Learn or the Echo360 website, move onto step 4.
  4. When you get to the login screen, enter your long form email address.
  5. Use your Bb Learn password as your password.
  6. If that doesn't log you in, click "Forgot your password"
  7. If prompted, enter your long form email address.
  8. Click "Send Email."
  9. Log out of Bb Learn too (if logged in).Close all open internet browser windows and tabs.
  10. Wait 30 seconds.
  11. Open your internet browser.
  12. Follow the instructions in the email after receiving it.
  13. Logout of Echo360 (if in Echo360).
  14. Login to Bb Learn, and try again.

CCI Technical Staff -- Reboot Echo360 Device and Check Classroom Microphone for Serious Technical Issues

CCI Technical Staff: For any serious issues, try rebooting the Echo360 device and making sure the classroom microphone is not muted using the instructions below.

For live broadcasts, interrupt the class for the 30 seconds or one-minute it takes to restart the device and/or turn on the microphone.

Echo360 takes 10 minutes or so to fully reboot. The live video stream and recording will start immediately afterwards again, but there will be a 10 minute or so gap.

If that doesn't work, offer to set-up Bb Collaborate Ultra in the classroom.

Slow Computer Response or High CPU or GPU Load

If your computer is running really slow and/or has a high GPU or CPU or processing load, then try the following:

  1. Shrink the size of one or more of the video windows for the Echo360 broadcast, and/or the size of the internet browser tab where the videos are playing.
    1. You may be able to reduce the size of the video windows in the internet browser.
  2. If that doesn't help. change your computer's display resolution to something much, much lower.
  3. If that doesn't help, follow the instructions in the section above called "No Audio or Video or Recording Feed Freezes or Stutters."

This issue can happen on 4K monitors, especially if there are hardware compatibility issues.

Enable Cookies in Safari on a Mac

Mac Safari users,

If you get a message about allowing cookies:

  1. Click the "Safari" menu at the top left in Sarari.
  2. Click "Preferences."
  3. Click "Privacy."
  4. Select "Always allow" next to "Cookies and website data."
  5. Close the "Security" window.
  6. Reload the Bb Learn webpage.

Safari is an internet browser on a Mac or Apple computer.

Mono Sound Only or Sound from One Speaker or Headphone

If you have mono sound (sound coming from one speaker or side of your headphones) when listening to Echo360 recordings, check your computer's sound settings, and then contact ihelp@drexel.edu to let us know if the issue persists. The following are work-around solutions that should help until a permanent solution is found.

Work-around Solution for Mac Users

You can make mono sound go to both your left and right speakers or headphones on a Mac by doing the following:

  1. Click the Apple icon in the upper left corner of your Mac desktop display.
  2. Click "System Preferences."
  3. Click "Accessibility."
  4. Check the box next to "Play stereo audio as mono."
  5. Close the "Accessibility" window and you should now hear mono audio from both your left and right speakers or headphones.

Work-around Solution for Windows Users with Headphones

If you have headphones on a Windows PC (7, 8.1, 10), the following should make mono sound go to both your left and right headphones.

We currently don't have any solution for making the mono sound go to both speakers with a Windows PC, unfortunately.

  1. Right-click the speaker icon in the lower-right of your Windows desktop display.
  2. Click "Playback devices."
  3. Under the "Playback" tab, right-click your sound output device, and then click "Properties."
  4. Click the "Enhancements" tab.
  5. Scroll down and check "Headphone Virtualization."
  6. Click "OK."

Static Occasionally in Audio

Some users on some computers may hear occasional static. We're trying to figure out why this is happening still.

We do have a proposed work-around solution if the issue is that static occasionally comes from one speaker or side of your headphones, but no other sound is heard from that side.

WARNING: You won't be able to use the work-around solutions for mono sound above with the work-around solution below, however.

Work-around Solution for Mac Users

The following should prevent the right or left speaker or headphone from making any noise at all on a Mac.

  1. Click the Apple icon in the upper left corner of your Mac desktop display.
  2. Click "System Preferences."
  3. Click "Sound."
  4. Click "Output" so that it is highlighted.
  5. Click your "device for sound output."
  6. Move the slider in the "Balance" area either all the way to the left or right.
    1. You will want to move away from the speaker or headphone side that is making no sound except occasional static.
  7. Close the "Sound" window.

Work-around Solution for Windows Users

If you have headphones on a Windows PC (7, 8.1, 10), the following should prevent the right or left speaker or headphone from making any noise at all.

  1. Right-click the speaker icon in the lower-right of your Windows desktop display.
  2. Click "Playback devices."
  3. Under the "Playback" tab, right-click your sound output device, and then click "Properties."
  4. Click the "Levels" tab.
  5. Click "Balance"
  6. Bring either the "L" or "R" speaker level all the way down to 0.
    1. You will want to do this for whichever speaker makes no sound at all except for occasional static.
  7. Click "OK."
  8. Click "OK."
  9. Click "OK."

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