RED HAT TRAINING: VIRTUAL TRAINING

FREQUENTLY ASKED QUESTIONS

INTRODUCTION
Virtual training is real-time training conducted by live instructors in an online environment. You
get the same industry-respected content and hands-on labs as the corresponding classroom-based
courses. Unlike traditional classroom training, virtual training courses are conducted over the inter-
net. You will be joining the BlueJeans video conferencing system to view the instructor presentation
and communicate with the instructor and your other classmates. You’ll be able to join audio via your
headset and computer or via phone. You will also access a virtual lab environment to complete your
hands-on practices.

TABLE OF CONTENTS
1 TESTING YOUR ABILITY TO JOIN A VIRTUAL TRAINING CLASS..................................... 3
1.1 How can I test my ability to join the web conferencing system and audio?.....................................3
1.2 How can I test my ability to access the virtual lab environment?......................................................3
1.3 Which browsers are supported?................................................................................................................. 4
1.4 What steps should I take to ensure a successful virtual training experience?............................... 4

2 JOINING YOUR VIRTUAL TRAINING CLASS......................................................................... 4

2.1 When should I join the class?....................................................................................................................... 4
2.2 How do I join the BlueJeans web conferencing session for the first time?..................................... 4
2.3 How do I launch BlueJeans for subsequent sessions?......................................................................... 6
2.4 How do I join audio via my phone or computer?.....................................................................................7
2.5 How do I connect to the virtual lab environment?................................................................................. 8

3 PARTICIPATING DURING CLASS........................................................................................... 10

3.1 Should I use my webcam?.............................................................................................................................10
3.2 How do I ask the instructor a question?...................................................................................................10
3.3 How do I send the instructor a private chat message?........................................................................10
3.4 How do I enter the lab environment?........................................................................................................ 11
3.5 How do I view the course full screen?.......................................................................................................12
3.6 How do I change the size of the BlueJeans display?.............................................................................13
3.7 How can I change the size of the instructor’s video in relation to the presentation?..................13
3.8 Should I use the SHARE SCREEN function?.............................................................................................14
3.9 How do I change my name display in BlueJeans?..................................................................................14
3
.10 How can I switch my audio?..........................................................................................................................15
3.11 How do I get back to the BlueJeans screen?...........................................................................................15
facebook.com/redhatinc 3
.12 How do I exit the virtual lab environment?..............................................................................................16
@redhatnews
linkedin.com/company/red-hat 3
.13 How do I exit the BlueJeans session at the end of the day?...............................................................16

redhat.com
 4 TROUBLESHOOTING............................................................................................................... 16
4.1 I don’t have a Red Hat Network (RHN) user ID and password, how can I create one?.................16
4.2 I have forgotten my Red Hat Network (RHN) password. How can I reset it?..................................16
4.3 I forgot my Red Hat Network (RHN) ID...................................................................................................... 17
4.4 I didn’t receive the student guide PDF....................................................................................................... 17
4.5 How can I troubleshoot problems with BlueJeans web conferencing?............................................ 17
4.6 How can I troubleshoot audio issues?....................................................................................................... 17
4.7 My virtual machine (VM) does not restart. I press Start Station and nothing happens.
What should I do?............................................................................................................................................18

5 GETTING HELP......................................................................................................................... 19
5.1 What do I do if I experience technical difficulties with my computer or online environment .....
during class?.....................................................................................................................................................19
5.2 How do I get help when the instructor is not available?.......................................................................19
5.3 Who can I contact if I have problems accessing my student guide eBook?....................................19

redhat.com FAQ  Red Hat Training: Virtual Training 2

TESTING YOUR ABILITY TO JOIN A VIRTUAL TRAINING CLASS

QUESTION: How can I test ANSWER: Your class will be using the BlueJeans web conferencing system. Test your connection by
my ability to join the web con- following the steps below.
ferencing system and audio?
Note: These instructions can vary slightly depending upon what browser you are using.

If you plan on using your computer for audio during the class, put your headphones on and make
sure they are operational.

1. Browse to: https://bluejeans.com/111/.

2. Click JOIN WITH BROWSER or JOIN MEETING or DOWNLOAD & JOIN.

3. Type in your full name and click OK.

4. Check that your audio is working.

Tip: We recommend that you join audio through your computer vs. using your phone.

a. If you are planning on using your computer for audio during the class, start speaking. You
should hear your words spoken back to you. If you don’t hear the audio, double-check that
Audio ON is displaying in the right navigation pane. If Audio OFF is displaying, click the icon
to turn it on.

b. If you are planning on using your phone during the class, click the Audio ON icon to turn if off.
Click Switch to Phone in the right navigation pane and call the number that appears in the
pop-up window. Start speaking. You should hear your words spoken back to you.

5. When your test is complete, click the Leave icon on the right navigation pane to end the session.

QUESTION: How can I test ANSWER: To test if your system can connect to our virtual classroom, use our compatibility test:
my ability to access the virtual
1. Browse to: http://www.europe.redhat.com/test/compatibility/.
lab environment?
2. In the Run tests for drop-down menu, choose Virtual Training.

3. Choose your country Location.

4. Click RUN TESTS.

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QUESTION: Which browsers ANSWER: The following browsers will provide the best results:
are supported?
• Mozilla Firefox 38+ (for best results, choose File > New Private Window)

• Google Chrome 43+ (for best results, choose File > New Incognito Window)

QUESTION: What steps ANSWER: Please follow these guidelines:

should I take to ensure a
• Make sure you have the proper technical experience and knowledge prior to enrolling in a course.
successful virtual training
experience? • Ensure your working environment and connectivity and browser requirements are appropriate.

• Read your confirmation email with all instructions at least one day in advance of class for a
smooth start.

• Prior to the start of the class, test your headset on the computer or the phone line you will be using.

• Give your undivided attention during the session. Plan for it like it is personal time off and remove
all potential distractions.

JOINING YOUR VIRTUAL TRAINING CLASS

QUESTION: When should I ANSWER: We recommend you join the class and audio at least 15 minutes before the class start so
join the class? that you are able to work through any BlueJeans or audio issues before the class starts.

QUESTION: How do I join the ANSWER:

BlueJeans web conferencing
1. Browse to the BlueJeans link that was emailed to you by our Virtual Training Administrator.
session for the first time?

Tip: Bookmark this link in your browser.

Depending upon your platform, and whether you have ever used BlueJeans before, you may be
asked to download a small BlueJeans launcher application:

1. Click Save File and note where you are saving the file.

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 2. Find the .dmg file you just saved, Blue Jeans Launcher.dmg, and double-click it.

3. Double-click the BlueJeans icon to launch.

4. Click Open.

5. Click
either the Computer or Phone icon, depending on how you would like to join the audio
portion of the class.

Tip: We recommend you join the audio via your computer with noise-cancelling headphones with
mic.

6. Once you have successfully joined BlueJeans you will see your instructor’s presentation area to
the left and a navigation pane on the right.

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QUESTION: How do I launch ANSWER:
BlueJeans for subsequent
1. Browse to the link emailed to you by our Virtual Training Administrator.
sessions?
2. You may see a screen asking whether you want BlueJeans to remember you. Click the box in front
of “Remember my choice for bjn links.” then click OK.

3. Click to choose Computer or Phone.

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 4. Click JOIN MEETING.

QUESTION: How do I ANSWER: The class session will be active 15 minutes before live instruction. When you log into
join audio via my phone or BlueJeans, you have the option of choosing Phone or Computer (VOIP). We recommend that you join
computer? audio through your computer, using a noise-cancelling headset with mic, versus using your phone.

Joining via Phone:

1. If you would like to join the audio via your phone, click the Phone icon.

2. Choose your location and dial the number and access code that appears in the pop-up window.
Write down the phone number and access code so that you have it handy.

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 Tips:

• If you are joining the audio via phone, please make sure that if you want to speak to the instruc-
tor or class, the Audio icon in BlueJeans is set to Audio ON. If the instructor is connected via
VOIP, they will not hear you via your phone.

• If you are using your phone for audio, also mute your desktop/laptop speakers. They will hear
you via the Audio function in BlueJeans.

Joining via Computer:

1. If you would like to join the audio via your computer, click the Computer icon

Tip: When you are not speaking, make sure you turn Audio OFF within BlueJeans.

QUESTION: How do I ANSWER:

connect to the virtual lab
1. Browse to: https://rol.redhat.com.
environment?
2. Log in using your Red Hat Network (RHN) user ID and password.

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 3. Click the JOIN button next to the name of your virtual training class.

4. You will see your own lab environment and your instructor’s lab environment.

Your lab environment

Instructor lab environment

Tip: If you have forgotten your Red Hat Network (RHN) user ID, your instructor can look it up for you.

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PARTICIPATING DURING CLASS

QUESTION: Should I use my ANSWER: In BlueJeans, you have the option of activating your webcam so that the instructor
webcam? and students can see you. Typically only the instructor will be using their webcam. However, if the
instructor asks you to turn your webcam on, you can click the Video OFF icon in the right navigation
pane to turn it on or click it again to turn video off.

QUESTION: How do I ask the ANSWER: By default, all students in the class can see chat messages.
instructor a question?
1. Click
the BlueJeans Chat icon on the right navigation pane and type your question in the Send a
message text field. If it is a virtual training specific issue that the instructor is unable to resolve,
they will send a message to the virtual training support team for resolution.

Tips:

• The instructor can display a list of participants by name, Red Hat Network (RHN) login and email
address.

• If the instructor doesn’t get back to you in a timely fashion, please let the instructor know via
audio that you have an outstanding question.

QUESTION: How do I send ANSWER: By default, chat messages are viewable by all of the students in the class. However, you
the instructor a private chat may want to send a message that only the instructor will see.
message?
1. Click the Chat icon in the right navigation pane.

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 Click the instructor icon (usually the instructor’s initials) and type in your private chat message.

Tip: If you need to leave the class while it is in session, please send a private chat message to the
instructor letting them know.

QUESTION: How do I enter ANSWER:

the lab environment?
1. Browse to: https://rol.redhat.com.

2. Log in using your Red Hat Network (RHN) user ID and password.

3. Click the JOIN button next to the name of your virtual training class.

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 4. You will see your own lab environment and your instructor’s lab environment.

Tip: Your instructor will give you specific instructions on how to interact with the virtual lab
environment, including tips on setting the Autostop Timer and when to start and stop your lab
environment.

Your lab environment

Instructor lab environment

QUESTION: How do I view the ANSWER:

course full screen?
1. Click the Full Screen icon on the right navigation pane.

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 2. To exit Full Screen, click your ESC key or click the Exit Full Screen icon on the right navigation pane.

Tip: You may find it easier to see the instructor’s screen if you watch Full Screen. You may also
want to experiment with changing the size aspect and the size of the instructor’s presentation.
Refer to those directions within this document.

QUESTION: How do I change ANSWER: Depending upon the size of your monitor, you may wish to change the presentation
the size of the BlueJeans display to fit your screen or show content in actual size.
display?
1. Hover over the bottom middle of the BlueJeans screen to display the hidden control menu.

2. Toggle
between showing the content in actual size (1:1) or sizing the presentation to fit (the
expand icon). Choose the one that displays better on your monitor.

QUESTION: How can I ANSWER: In BlueJeans, you have the option of making the instructor’s video (webcam of the
change the size of the instruc- instructor, if the instructor is using their webcam) larger or smaller and the presentation area larger
tor’s video in relation to the or smaller.
presentation?
1. Hover over the bottom middle of the BlueJeans screen to display the control menu.

2. Dragthe slider between the profile icon and the pie chart icon and notice that it will change the
size aspect of the instructor webcam and the demonstration pane.

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 Instructor webcam

Demonstration pane

QUESTION: Should I use the ANSWER: In BlueJeans, you have the ability to show your screen to the instructor and all students.
SHARE SCREEN function? Typically, only the instructor will be doing this as they show you slides, lecture material, and are
demonstrating labs.

Tip: When you are performing your hands-on practices, the instructor can view your lab environ-
ment; you don’t need to use the SHARE SCREEN function.

QUESTION: How do I ANSWER: If you didn’t type your full name in when you were logging into BlueJeans, you may find
change my name display in yourself appearing as Guest in the Participants pane. Change the display to your full name:
BlueJeans?
1. Click the Participants icon in the right navigation pane.

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 2. Hoverover your name, and you will see a pencil icon to the right of your name. Click the pencil
icon and type in your full name.

QUESTION: How can I switch ANSWER: If you would like to switch from phone to computer, or vice versa, click the Switch Audio
my audio? icon on the right navigation pane, then click SWITCH NOW.

QUESTION: How do I get ANSWER: If you have browsed away from the BlueJeans screen, click on the BlueJeans icon, which
back to the BlueJeans screen? may be displaying in your system tray or click your browser tab to return to the session.

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QUESTION: How do I exit the ANSWER:
virtual lab environment?
1. Click the profile icon at the top right of the screen.

2. Click LOGOUT.

1
2

QUESTION: How do I exit the ANSWER: Click the Leave icon in the right navigation pane.
BlueJeans session at the end
of the day?

TROUBLESHOOTING

QUESTION: I don’t have a ANSWER: Browse to: https://www.redhat.com/wapps/ugc/register.html

Red Hat Network (RHN) user
ID and password, how can I
create one?

QUESTION: I have forgotten ANSWER: Browse to: https://www.redhat.com/wapps/sso/lostPassword.html

my Red Hat Network (RHN)
password. How can I reset it?

redhat.com FAQ  Red Hat Training: Virtual Training 16

QUESTION: I forgot my Red ANSWER: Your instructor can look that up for you. Just send a chat to the instructor and they can
Hat Network (RHN) ID. look up your Red Hat Network (RHN) ID on their class list. If you are having a problem when the
instructor is not available, in NAM or EMEA, please email [email protected]. If you are in
APAC or LATAM, please email [email protected].

QUESTION: I didn’t receive ANSWER: Let your instructor know you didn’t receive the PDF and include the email address you
the student guide PDF. would like it sent to. The instructor will contact virtual training support to email you a student guide.
If you are having a problem when the instructor is not available, in NAM or EMEA, please email
[email protected]. If you are in APAC or LATAM, please email [email protected].

Tips:

• Your initial PDF was sent as an email from [email protected]. You may find it in your email
Spam folder.

• If your work email address prevents you from receiving PDF attachments, provide the instructor
of the virtual training team with a personal email account.

QUESTION: How can I ANSWER: Optimize your BlueJeans web conferencing experience by following the steps below:
troubleshoot problems with
• Plug in with a wired internet instead of wireless. If wireless is your only option, ensure you are in a
BlueJeans web conferencing?
good Wi-Fi signal area.

• Test your network bandwidth using a program such as speedtest.net. A minimum of 384 Kbps (for
both upload and download) is recommended.

• Close other CPU and bandwidth-hungry applications running on your computer simultaneously,
such as internet videos and file backups.

• Avoid access from a local network with a high level of traffic, such as coworkers streaming video,
a community Wi-Fi network (airports, coffee shop, etc.).

• Make sure your computer is not in a low battery state. Plug in the power cord. If using Windows,
change your power settings to “High performance.”

QUESTION: How can I trou- ANSWER: Review these audio tips:

bleshoot audio issues?
• If you will using audio through your computer, you will need a USB or analog headset with an inte-
grated microphone to hear and speak during class.

• If you are on a restricted network that does not allow you to use audio through your computer,
join the audio portion of your class using your phone.

• If you are using your phone for audio, a speakerphone or headset is recommended. Avoid the use
of a cell phone if possible.

• To ensure the best possible quality of audio during class, we recommend that you avoid using a
wireless internet connection. Please ensure your audio card is working and that any necessary
software, speakers, or drivers are installed.

Q: I am hearing an echo when I speak.

A: Ask the instructor to mute other participants. Audio may be coming out of someone’s laptop
speaker, which is then being picked up and rebroadcast.

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 Q: I can’t hear anyone.
A: Check the volume of your laptop speaker. Make sure the BlueJeans Audio icon is ON.

Q: I can hear other people on the call, but they can’t hear me.
A: Check your sound settings to make sure the software is using your microphone. You may need
to reboot your computer to get it to recognize your headset speakers correctly. Make sure the
BlueJeans Audio icon is ON.

Q: Other people say I am breaking up.

A: If you sound choppy to others, that’s usually a problem with your internet bandwidth or phone
signal. Computer audio, video and screen sharing need good upstream bandwidth to work well,
which can vary throughout the day on some networks. Stop any big uploads in progress. Try
switching from computer to phone, or vice versa.

Q: The screen is freezing or lagging behind when others speak.

A: This could be a downstream bandwidth problem. In that case, you can stop streaming videos,
updating software, and anything else competing with your internet connection and/or get a wired
connection if possible.

Q: I’m using my phone for audio and have poor quality.

A: The phone system is a set of interconnected systems passing your voice around. Some routes
work better than others. Hang up and dial back in. Consider switching to VOIP.

Q: I’m using my cell phone for audio and have poor quality.
A: Join the call with a wired phone or your computer instead. If you have no other choice, plug
earbuds with a microphone into your cell phone to better concentrate the audio.

QUESTION: My virtual ANSWER: When you restart a lab VM, it will take approximately 5 minutes to start up. During this
machine (VM) does not time, there will be little-to-no indication of activity or action. It is easy to think that nothing is hap-
restart. I press Start Station pening. In addition to that, if you press reset and/or restart and/or shutdown repeatedly during
and nothing happens. What this process, you might end up with a VM that is not restartable. Information is being saved during
should I do? shutdown. If shutdown is interrupted, then the “save state” is not properly saved, and subsequent
restarts will fail. The solution is to reset and wait. A reset usually takes 7-10 (or more) minutes. If you
are unable to restart your machine during class hours, please send a BlueJeans chat to your instruc-
tor. If you are having a problem when the instructor is not available, in NAM or EMEA, please email
[email protected]. If you are in APAC or LATAM, please email [email protected].

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GETTING HELP

QUESTION: What do I do if I ANSWER: Send a chat message to your instructor during class hours for assistance. Your instructor
experience technical diffi- will be able to assist with many issues and will have access to a dedicated support team to help with
culties with my computer or any issues they cannot quickly resolve. If you are having a problem when the instructor is not avail-
online environment during able, in NAM or EMEA, please email [email protected]. If you are in APAC or LATAM, please
class? email [email protected].

QUESTION: How do I get help ANSWER: If you have technical issues during class, please send a BlueJeans chat message to your
when the instructor is not instructor, who may be able to help you resolve the issues quickly. If the instructor is not available,
available? you can contact virtual learning support in NAM or EMEA by emailing [email protected],
or in APAC and LATAM, by emailing [email protected].

QUESTION: Who can I ANSWER: If you have not received your student guide eBook, it may be in your Spam folder. If it is
contact if I have problems not, please send a BlueJeans chat message to your instructor, along with your email address, who
accessing my student guide will request that you be emailed another eBook. If your instructor is not available, please contact
eBook? Red Hat Training at 1-866-626-2994 (Option 2). In NAM or EMEA, please email virtualtraining@
redhat.com. If you are in APAC or LATAM, please email [email protected].

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FAQ  Red Hat Training: Virtual Training

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