Frequently Asked Questions
Is there a guide or handout about Wimba for students?
ANSWER: Yes -- Participant Guide
- The setup wizard didn't work -- how can I get help?
ANSWER: Use Wimba's 24x7 Technical Support: Phone: 866.350.4978, email: technicalsupport@wimba.com
The audio is spotty. What can I do?
ANSWER: First, avoid using a wireless internet connection. Second, if the audio is still not acceptable, click on the blue PHONE icon on the screen and use your land telephone line or cellular phone to join the conference.
When I talk others say they cannot hear me -- why not?
ANSWER: Hold the CTRL key on your keyboard down while you speak into your microphone -- the TALK button should turn orange, indicating your microphone is on
OR
use your mouse to click AND HOLD the TALK button while you speak.
Wimba: 24x7 Technical Support
We are very excited to offer you unlimited technical support for all Live Classroom or Voice Tools users - instructors AND students - 24 hours a day, 7 days a week!
Beginning Feb 6, any user will have immediate access to support specialists, committed to resolving any technical issue that may arise.
Users may contact Wimba Technical Support by e-mail or phone (toll-free in the US and Canada):
- technicalsupport@wimba.com
- 866.350.4978
We've also introduced a new Technical Support Center for referencing articles for common user issues and checking the status of support tickets. We encourage your Instructors and Administrators to bookmark this site. It's the gateway for accessing support, and it contains a wealth of articles to help them better understand our technology:
Please carefully read the important FAQ section below, for essential details to help you understand our new service.
Support Frequently Asked Questions
Q: Can any faculty, staff or student use this service for technical support?
A: Yes! They can contact support 24x7, 365 days a year.
Q: Should users do anything before contacting Technical Support?
A: Yes. All users must ensure they have run through our Setup Wizard in advance of using our software. The Wizard is still the most effective way to ensure a successful experience and to diagnose and troubleshoot problems.
Q: I've used different information to contact Wimba Technical
Support in the past. Has this changed?
A: Yes. Although our legacy contact information (help@wimba.com and 212.651.8060) will be available during the initial transition, it will be removed in the near future. So be sure to inform your administrators, instructors, and students to update their address books. Please also ensure that you've updated any contact information you may have on the web.
Q: I would like to continue using my organization's own technical support support team to resolve first-level issues. Is this possible?
A: Sure. If you'd like to provide technical support yourself, please send an e-mail to service@wimba.com. This will ensure that we keep contact information (i.e., in the Setup Wizard) directed to your organization.
Q: Why has Wimba created this new service?
A: Remaining consistent with our primary objective of providing our customers with the best possible assistance, the expansion of our technical support offering will ensure that all users will be able to better focus on teaching and learning - not the technology - as they use our products.
Q: Is this service included in my current contract?
A: Yes! So feel free to use it as much as you want! Take full advantage of this new resource.
Q: What does this service not include?
A: This service is not designed to train users on product features or answer "how-to" questions. For further assistance on effecitvely using our products, speak with your Professional Services Manager, or direct instructors to our FREE online training sessions and our Client Resources pages: http://wimba.com/support
Q: Does this service apply for Wimba's newest product, Course Genie?
A: At this time, unlimited technical support for Course Genie is not available. However, we have useful resources available online: http://wimba.com/support/coursegenie.php
Q: I have more questions about using this new Technical Support service. Who can I contact?
A: Don't hesitate to contact your designated Regional Sales Manager, your designated Professional Services Manager, or service@wimba.com. As always, we are committed to serving you.
