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echo360 -- Troubleshooting Recording Playback Issues

Echo360 is NOW named Echo Video, starting in 2023.

Asked to Login? Here are Steps to Try

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

Cannot Find One or More Recordings

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

Scroll down to the bottom of the Echo Video “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 Tip #1: Volume in Echo360

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

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

Echo360 volume.png

Audio Is Hard to Hear Tip #2: Adjust Computer Volume

To adjust your computer's volume.

Audio Is Hard to Hear Tip #3: 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.

The above works in Edge and probably other Chromium web browsers, such as Brave, Vivaldi, Opera, though we cannot promise support for web browsers other than Chrome, Edge, and Firefox.

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.

Background Fan Noise? Browser Extension high, laptop sound low.

Report such issues to ihelp@drexel.edu. We cannot promise we can fix it, at least not entirely, but we will try.

In the meantime, the above tips do often seem to reduce such noises in recordings.

No Audio or Video or Recording Feed Freezes or Stutters

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

Step 1

  1. Logout of Echo Video 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 Echo Video recordings again in the "Echo Video Class Recordings" area.
    1. Click the "Echo Video Class Recordings for [YOUR COURSE]" link within that area.
  6. Do not watch or share audio or video in Bb Collaborate Ultra when using Echo Video.
  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 Echo Video.

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 Echo Video again.
  3. If no login screen appears, logout of Bb Learn, and visit the Echo Video website (link below).
    1. https://echo360.org/directLogin
    2. If an Echo Video login screen appears in either Bb Learn or the Echo Video 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 Echo Video (if in Echo Video).
  14. Login to Bb Learn, and try again.

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

CCI Technical Staff: For any serious issues, try rebooting the Echo Video 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.

Echo Video takes 1-3 minutes or so to fully reboot. The live video stream and recording will start immediately afterwards again, but there will be a 1-3 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 Echo Video 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 Echo Video 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, 11), 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 in Audio

Report this to ihelp@drexel.edu immediately. We might have left the SENNHEISER microphone received on from another instructor using a lapel mic or wireless mic.


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