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NCVPS Technology Updates & Troubleshooting

 

Most technology issues can be resolved in just a few minutes using the steps below.

Audio, Video, Canvas & YuJa Quick Reference Guide

Technology issues can interrupt learning quickly. This guide is designed to help students, teachers, parents, and school IT staff troubleshoot common issues with audio, video, Canvas, Zoom, and YuJa.

Start with the Quick Reset. A full browser close and device restart often solves the problem right away. Then expand the sections below that match your situation for step-by-step guidance.

If the issue continues after trying these steps, the NCVPS Helpdesk team is ready to assist.

✅ Quick Reset (Try This First)

  • Close your browser completely (not just the tab).
  • Restart your device.
  • Reconnect to Wi-Fi.
  • Reopen your course and try again.

🔊 Audio Issues

Cannot Hear Anything

  • Check your system volume.
  • Reconnect your headset.
  • In Zoom: Click the arrow next to the microphone → Select Test Speaker.

No One Can Hear You

  • Make sure you are not muted.
  • Confirm the correct microphone is selected.
  • Check browser permissions:
    • Click the lock icon in the address bar.
    • Set Microphone = Allow.

📷 Camera Issues

  • Close any other applications using the camera.
  • Restart your device.
  • Click the lock icon in the browser → Set Camera = Allow.
  • In Zoom: Click the arrow next to the camera → Select the correct device.

🧊 Slow or Freezing Video

  • Move closer to your Wi-Fi router.
  • Close extra tabs and applications.
  • Disconnect other streaming devices.
  • Turn off your camera temporarily.
  • Use a wired connection if available.

Minimum recommended internet speeds:
5 Mbps download
3 Mbps upload

🎥 Canvas Video Issues

  • Use Google Chrome (recommended).
  • Clear your browser cache.
  • Disable browser extensions.
  • Try an Incognito window.
  • Make sure your browser is up to date.

▶️ YuJa Troubleshooting (Students/Teachers)

YuJa videos will not load / black screen

  • Refresh the page.
  • Use Chrome.
  • Disable ad blockers.
  • Clear browser cache.
  • Log out and log back into Canvas.

YuJa videos buffer or lag

  • Lower the video resolution inside the player settings.
  • Close other applications.

YuJa recording will not start

  • Allow camera and microphone permissions.
  • Restart your browser.

🛡️ YuJa Checks for School IT

Videos will not load / black screen: IT checks

  • Confirm YuJa domains are not blocked.
  • Allow WebRTC traffic.
  • Ensure SSL inspection is not disrupting media streams.
  • Confirm third-party cookies are allowed.

Videos buffer or lag: IT checks

  • Check bandwidth during peak usage.
  • Confirm there is no bandwidth throttling.
  • Test on an alternate network.
  • Verify DNS filtering is not interfering.

Recording will not start: IT checks

  • Ensure endpoint protection is not blocking YuJa.
  • Verify required outbound ports are open.

🔥 YuJa Firewall Allowlist (School IT)

Allow these domains through firewall, content filters, and SSL inspection systems:

  • *.yuja.com
  • *.video.yuja.com
  • *.cdn.yuja.com
  • *.yuja.global

Allow WebRTC and streaming traffic over:

  • TCP 80 (HTTP)
  • TCP 443 (HTTPS)
  • UDP 3478–3481 (STUN/TURN)
  • Ephemeral UDP media ports (varies by environment)

If using SSL inspection: bypass inspection for YuJa domains to prevent playback failures.

🆘 NCVPS Helpdesk

Submit a helpdesk ticket using the links below:

Important:

Include the following information:

  • Device type
  • Browser used
  • Location (home or school)
  • Screenshot of the error
  • Whether the issue affects Zoom, YuJa, or all platforms
  • Save your ticket number for reference.
  • A valid email address is required to submit a request.
  • If you do not receive a response, check your spam folder.
  • If emails are blocked, contact: support@ncpublicschools.gov

🧠 NCVPS Canvas Information (Overview + Logins)

North Carolina Virtual Public School (NCVPS) uses Canvas LMS to deliver online and blended courses across North Carolina.

Canvas supports:

  • Course content delivery
  • Assignments and assessments
  • Grading
  • Communication
  • Third-party tool integrations

Logging in:

  • Public school students authenticate through NC Ed Cloud.
  • Non-public school students use credentials provided during registration.

Browser and system requirements are available through Instructure’s support site.

✉️ Student Email Confirmation in Canvas

Students must confirm their correct email address in Canvas to receive teacher messages and course notifications.

To confirm your email:

  1. Click Settings under your profile name.
  2. Under Ways to Contact, click Add Email Address.
  3. Enter your correct email address.
  4. Click Register Email.
  5. Click the star next to your preferred email to make it primary.

✅ Technical Requirements

For additional details, please refer to the NCVPS Technical Requirements page:

https://ncvps.org/technology-requirements/