The Potter's School Troubleshooter for GatherPlace Software

Please see this page for using the File Manager in GP4 to upload and download assignments.

Please see the answer on the FAQ page here.

Please contact GatherPlace support with the exact text of the error message you get after double-clicking the class name in GP4.

This message is typically caused because you are being blocked by a Firewall, Content Filter or Anti-Virus software.
The solution is similar to the UDP traffic being blocked message.
Please see our Knowledge Base article on that subject here as the cause is the same.

Please see our Knowledge Base article on this subject here.

If you are in a class and cannot hear anything, let the teacher know that you cannot hear by typing a message into the text chat area of GP4 and then follow the steps below.


Voice Tuning Wizard

1. Let the teacher know that you need to leave the class to correct the sound problem.
2. Click the button on GP4.
3. Click the button to open the Voice Tuning Wizard (below).
   


4. Click the button and follow the Question? prompts to select the audio devices to use for the class.
   Note that you can adjust the speaker and microphone volume by using the controls on the Tuning Wizard .
5. Click the 'Yes' button at each of the three tests when you can hear the audio through the device you would like to use in class. Adjust the volume as necessary during the tests.

Checking the volume settings on GP4
Re-setting the audio devices
Try Recording using the Windows Sound Recorder.

1. First check to make sure the mute function is not turned on for the headset/speakerphone.
   Many headsets have an inline volume control with a mute button which is easilly activated accidentally by bumping it or resting an object on it.
2. Next make sure that the GP4 volume control for the microphone is adjusted to at least half way on the GPhone panel.
   Adjust the volume higher and ask the others if they can hear you any better.
   If you don't see the GPhone panel on GP4 as shown below, click the GPhone icon on GP4 and it will display the GPhone panel.

The GPhone panel.
3. You should see the green audio level indicators for the microphone as shown below if the microphone is detecting your voice.
   If you do not see the green indicators, then the microphone may need to be reset as described above.

The GPhone panel showing the (green)
audio input and output level indicators.
If you still cannot get the microphone to work, and have access to another microphone or headset, try using that to see if the problem isn't a broken or defective device.

There is always some variation in the volume levels with groups of students in classes. Some students have the speaker and microphone volume turned all the way up, while others may have the volume levels set at 50%. Each PC/Mac is different in the sound hardware that is used as well so you may need to work as a team so that everyone has a good classroom experience.

If you have trouble hearing someone, the best thing to do is type something into the chat so that the class knows you are having a problem.

If everyone in the class has trouble hearing them, then their microphone volume is probably set too low or they need to re-position their microphone closer to their mouths. They can adjust their microphone volume using the slider control on the GPhone* panel.

If you are the only one that has trouble hearing them, then your speaker volume is probably set too low on your GPhone* panel. Try adjusting it until you can hear the other student. If this works, but the other students are now VERY LOUD, ask them to lower their microphone volume slightly.

If there are a few students in the class that you have trouble hearing, ask them if they can increase the volume setting of their microphone on the GPhone panel to see if that helps.

* Note: The slider controls are only active on Windows PC's. Mac users must use the Sound control panel to adjust the microphone and speaker volumes.

Please see our Knowledge Base article on this subject here.

A hum or static is typically caused by either electrical interference or by a broken or defective headset/speakerphone.

Check the wires that attach the headphone/speakerphone or speakers to the computer.
If the wire(s) cross or lay against any power or other wires, move them away a few inches to see if that stops the interference.

You can also try using another open port for the device, such as trying front mounted ports vs rear ports, if it is difficult to keep the wires away from other wires.
Make sure to plug into the correct ports if you are using a mini-plug device as they can be inserted into the wrong ports.

See an article here on identifying USB and mini-plug ports and connectors.

This can happen occasionally when audio devices are plugged in or unplugged or the wrong devices are selected in the audio input and output device fields.

If you get this error make sure the device you want to use is plugged in and then open the Preferences and select the Audio Setup tab. Make sure the Modem is not selected for either the Input or Output devices in the Audio Setup (shown below).




In some cases you may need to re-start the computer and re-enter the class.

1. If you have a button on the GP4 interface, there is nothing currently being presented.
2. If you have the button, click it and you should see the presentation.
3. If that does not correct the problem, let the teacher know you can not see the presentation by typing a message into the chat and contact GatherPlace support.

The teacher must grant you presentation rights in order to present material in the class.
If the teacher has granted you presentation rights and you have the button on the GP4 interface, click it, select the Desktop in the dialog that appears, click the OK button and you will be sharing your desktop with the class.

If this is the first time you are trying to present using GP4 on this computer and you are on a PC, the Presenter Module may not have installed properly. If you get an error about the Presenter Module not being installed please check this answer in the FAQ's to see how to install the presenter module.

If the presenter module appears to be installed and you still cannot present, please contact GatherPlace support.

Please email the TPS Administrator at administrator@pottersschool.org for all TPS password issues.
GatherPlace support can not reset or provide help with TPS passwords.