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Frequently Asked Questions (FAQs)

Outline

Get answers to common technical questions about training and labs from Atlassian University.

Also, reference:

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 Atlassian University support.

Cloud virtual lab FAQ

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

All the resources required for training are located inside the course. No additional information should be received separately.

Live Team Training

As part of the training session, you will be given the opportunity to complete hands-on exercises in a virtual lab environment. Each person in the session will be assigned their own virtual lab environment and details on how to access and log into your assigned virtual lab environment will be provided by your instructor.

On-demand

All the information required for completing the hands-on training exercises is located in the virtual lab access instructions portion of each on-demand course. The information in these instructions is unique to each course.

  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 select 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, return to 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, select 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 your virtual lab environment is assigned to you. 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 virtual lab FAQ

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

Live Team Training

As part of the training session, you will be given the opportunity to complete hands-on exercises in a virtual lab environment. Each person in the session will be assigned their own virtual lab environment and details on how to access and log into your assigned virtual lab environment will be provided by your instructor.

On-demand

All the information required for completing the hands-on training exercises is located in the virtual lab access instructions portion of each on-demand course.

  1. Select the link, enter your email address and the class passphrase provided in the virtual lab access instructions, and select Login.

2. You will be directed to the loading page for an Atlassian Data Center and Server environment that is pre-configured to help 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, select the Start Using This Environment button:

4. Select 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 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

    a. Go to System Dashboard - Jira.

    b. 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

    a. Go to the Remote Access Tests page: Cloudshare

    b. Choose the region that is closest to your location.

    c. 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

    a. Go to the Remote Access Tests page: Cloudshare

    b. Choose the region that is closest to your location.

    c. In the Speed Test section, select Run.

    d. When the test is complete, use the information below to interpret the results.

    e. 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 test your access again before beginning the hands-on exercises.

Interpreting Speed Test Results

  • Bandwidth: You need at least 100-150kbps, with 200-300kbps being ideal

  • 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

  3. Disconnect from the Proxy Server

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

  5. Change to a public area or conference room

  6. Try your home network

If you’re still having trouble, contact the Atlassian University support team.

My IT team is asking what network ports CloudShare needs?

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:

  1. PRIMARY ACCESS METHOD: HTTP

    System Dashboard - Jira

  2. SECONDARY ACCESS METHOD: RDP (use only if primary method fails)

    Test Page: Cloudshare

  • 443 (Primary Connection)
  • 3389 (RDP - Secondary Connection - Fail over)

  • 5901 (VNC - Console Access)

  • 22 (SSH - if you will be using a Linux VM)

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 Google Chrome for any connections.