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Frequently Asked Questions (FAQs)

Outline

Get answers to common technical questions about training and labs from Atlassian University.
Also see: Training Questions | Certification Questions

I’m experiencing trouble with audio or video playback or other functionality in On Demand training.

Try these basic troubleshooting steps:

  1. Try a different web browser. Chrome users typically have the best experience.

  2. Update the web browser.

  3. Restart the computer.

  4. Clear your browser's cookies and cache.

  5. If available, try another device.

Note: An earlier version of Google Chrome (version 66.0.3359.170) enforced a policy that prevented audio from playing in eLearning modules. If you are using an older version of Chrome, update it before proceeding. If you can only use Google Chrome version 66.0.3359.170, work around the policy by doing the following:

  1. Navigate to chrome://flags/#autoplay-policy
  2. On the first option, the autoplay-policy field is set to "Default". Change this option to "No user gestured required" and relaunch the browser.

If none of those steps resolve the trouble, please contact University Support.

Cloud Virtual Lab FAQs

How do I find the virtual lab environment for hands-on training?

All the information required for completing the hands-on training exercises is located within the course in the Virtual Lab Access Instructions.

  1. In the Virtual Lab Access Instructions included in the course materials, you will find a link where you can request a lab environment.
  2. Click the link, enter your email address, and click Submit. You will be provided the URL and login credentials for an Atlassian Cloud site that is pre-configured to help you complete the lab exercises for this specific course. Do not use your personal login credentials to complete the lab exercises.
  3. If you need this information again while still enrolled in the course, click the link the Virtual Lab Access Instructions and enter the same email address you used originally.

I closed the browser tab/window where the virtual lab environment was open. How can get back to it?

While still enrolled in the course, go to the Virtual Lab Access Instructions, click the lab environment request link, and enter the same email address you used originally. The lab environment URL and login credentials will be displayed.

What login credentials should I use in the virtual lab environment?

While using the virtual lab environment, do not log into Jira or Confluence with your personal credentials (i.e. your Atlassian ID).

Every course requires different users and passwords, which are provided when you request a virtual lab environment. The course's lab workbook will provide instructions on when to use each user/password. The lab workbook can be found under the Resources section of the course in which you are enrolled.

What are the computer requirements for accessing a virtual lab environment?

  • Unrestricted Internet access.
    • Financial, governmental, and similar organizations typically restrict their networks. If you are using a computer attached to a restricted network, accessing the virtual lab environment may require intervention from your IT team.
  • Network bandwidth of > 150Kb/sec per learner.
    • If participating with other learners in a physical classroom, it is important that there is sufficient bandwidth for multiple connections. (e.g. > 1.5Mb/sec for 10 learners)
  • A supported web browser.

The lab workbook mentions a JPG/PDF/TXT file is needed for the exercise. Where is this file located?

Some courses require additional files to complete the labs (e.g., JPG, PDF, TXT files). These files are located in the Resources section of the course in which you are enrolled.

Data Center and Virtual Lab FAQs

How do I find the virtual lab environment for hands-on training?

All the information required for completing the hands-on training exercises is located within the course in the Virtual Lab Access Instructions.

1) Click the link, enter your email address and the class passphrase provided in the Virtual Lab Access Instructions, and click Login.

2) You will be directed to the loading page for an Atlassian Data Center & Server environment that is pre-configured to enable you complete the lab exercises for the course in which you are enrolled. A progress bar will appear at the top, followed by a timer.

3) Once the timer disappears, click on the 'Start Using This Environment' button.

4) Click the link for the Atlassian product needed in the hands-on exercise.

5) Refer to the course's lab workbook for login credentials, which are different for every course. The lab workbook can be found under the Resources section of the course in which you are enrolled.

I closed the browser tab/window where the virtual lab environment was open. How can get back to it?

To access to the virtual lab environment again while still enrolled in the course, click the link the Virtual Lab Access Instructions and enter the same email address and class passphrase you used originally.

What login credentials should I use in the virtual lab environment?

While using the virtual lab environment, do not log into Jira or Confluence with your personal credentials (i.e. your Atlassian ID).

Every course requires different users and passwords, which are provided in the course's lab workbook. The lab workbook can be found under the Resources section of the course in which you are enrolled.

The lab workbook mentions a JPG/PDF/TXT file is needed for the exercise. Where is this file located?

Some courses require additional files to complete the labs (e.g., JPG, PDF, TXT files). These files are located in the Resources section of the course in which you are enrolled.

How can I pause the lab environment access timer?

Access to Data Center and Server virtual lab environments is provided for a total of 24 hours over a period of 30 days from the time the virtual lab environment is requested.

The 24-hour timer will start when you first access the lab environment. It will automatically pause after 30 minutes of inactivity, or you can use the "Suspend Environment" button to pause the timer manually.

The timer will begin ticking down again each time the lab environment is resumed. When the timer reaches 0:00 or the environment expires (after 30 days), you will no longer be able to access the lab environment.

What are the computer requirements for accessing a virtual lab environment?

  • Unrestricted Internet access.
    • Financial, governmental, and similar organizations typically restrict their networks. If you are using a computer attached to a restricted network, accessing the virtual lab environment may require intervention from your IT team.
  • Network bandwidth of > 150Kb/sec per learner.
    • If participating with other learners in a physical classroom, it is important that there is sufficient bandwidth for multiple connections. (e.g. > 1.5Mb/sec for 10 learners)
  • A Network Response Time to CloudShare of <150ms.
    • See below for more information on testing the connection.
  • A supported web browser.

It is strongly recommended that you test the connection to the virtual lab environment before beginning the hands-on exercises. See below for more information on how to test the connection.

How can I test my computer to make sure it can access the virtual lab environment?

There are multiple tests available to confirm you can access the Data Center and Server virtual lab environments.

  1. Verify that you can access the Jira login screen.

    1. Go to http://uvo1eofg0duodav8x56.env.cloudshare.com/jira.
    2. You don't need to log in; if you see the blue Jira login screen, the test was successful.
  2. Verify your computer can access the CloudShare platform where the virtual lab environment is hosted.

    1. Go the Remote Access Tests page: http://use.cloudshare.com/test.mvc
    2. Choose the region that is closet to your location.
    3. If you see a message that says, "All tests passed! (Speed test wasn't run)", the test was successful.
  3. Verify your computer has adequate bandwidth in order for optimal performance of the virtual lab environment.

    1. Go the Remote Access Tests page: http://use.cloudshare.com/test.mvc
    2. Choose the region that is closet to your location.
    3. In the 'Speed Test' section, click 'Run'.
    4. When the test is complete, use the information below interpret the results.
    5. If you see the "All tests passed!" and the Speed Test results are within the ranges below, the test was successful. Note: If you change computers or location, you should re-test access before beginning the hands-on exercises.

Interpreting Speed Test Results

  • Bandwidth: You need at least 100-150kbps, with 200-300kbps being good.
  • Latency: (the lower the better) 50-75ms is very good, 76-99 is good, but anything over 100ms will start to show minor lags.
  • Packet loss: should always be 0%.

My computer is unable to connect to CloudShare. What can I do?

If any of the tests above are unsuccessful, please try one or all of the following:

  1. Try a different browser (Firefox, Safari, or Chrome).

  2. Disconnect from VPN, if applicable.

  3. Disconnect from the Proxy Server, if applicable.

  4. Connect to a different WiFi network (e.g.,. guest).

  5. Change to a public area or conference room.

  6. Try your home network.

Still having trouble?
Please contact the University Support team.

What network ports does CloudShare need? (My IT team is asking.)

At a minimum, your organization's firewall rules must allow access to certain TCP ports. Please place a request with your IT administrator for access using the following TCP ports and destination IP addresses.

Destination networks

23.29.99 / 24 66.175.100 / 22 66.175.101 / 22 69.195.213 / 22 69.195.214 / 22 69.195.215 / 22 69.195.232 / 22 69.195.233 / 22 69.195.234 / 22 69.195.235 / 22 70.105.82 / 22

In addition, please request for your IT administrator to update the Microsoft Remote Desktop Connection to the latest release for your PC. We also suggest using Chrome for any connections.

I have more questions or need further training support. Who do I contact?

For additional help, please contact the University Support team.