2. Confirm your browser version with the steps below:
– Please note that we do not support Mozilla Firefox.
– What is the version of the browser?
* Chrome
– Click on the Menu icon in the upper right corner of the screen.
– Click on About Google Chrome.
– Your Chrome browser version number can be found here.
* Safari
– Open your Safari browser by clicking on the Safari icon in the dock of the Mac desktop or laptop computer.
– Click on Safari in the menu bar at the top of the screen.
– Choose the option labelled About Safari in the drop-down menu that appears.
– A small dialog box appears with the browser’s version number
3. Describe the error and how it occurred
4. When you receive an error message, please note the following:
– What the error message stated
– Please provide a screenshot (if possible)
– When did this occur.
5. What is the username(s) of the teacher(s) or student(s) getting this error?
6. Did the error or problem happen to 1 or more students / teacher accounts?
7. Were there any red checkpoints when running the HealthCheck? Please list them or provide a screenshot
Use the Health Check Now
1. Please note that we do not support Mozilla Firefox.
2. What is the version of the browser?
* Chrome
– Click on the Menu icon in the upper right corner of the screen.
– Click on About Google Chrome.
– Your Chrome browser version number can be found here.
* Safari
– Open your Safari browser by clicking on the Safari icon in the dock of the Mac desktop or laptop computer.
– Click on Safari in the menu bar at the top of the screen.
– Choose the option labelled About Safari in the drop-down menu that appears.
– A small dialog box appears with the browser’s version number
1. How to clear cache on Chrome, click here
2. How to clear cache on Safari iPad or iPhone, click here
3. How to clear cache on Android browser, click here
You can also test using incognito (incognito does not save cache)
1. How to open incognito (private) on ChromeBook or Chrome browser on a PC, click here
2. How to open incognito on safari (iPad or iPhone), click here
3. How to open incognito on Android, click here
2. Confirm your Chrome Version. You should have the latest version installed. To find your Chrome version do the following:
– Click on the Menu icon in the upper right corner of the screen.
– Click on About Google Chrome.
– Your Chrome browser version number can be found here.
3. With an IT representative assistance, check the user profile in the google admin console. Compare a working user vs the non working user. Ensure that you do not select “keep cookies for the duration of the session”.
https://api.boclips.com NEW
This URL will enable videos and action clips and ensure that you can stream media content.
Session Storage Access Test, Session Storage Over 20 MB
For LightSail to work properly the browser you are using must have enough storage space of over 20 MB. The browser always checks if you have enough Hard drive memory to work properly. If you fail this, please make sure you have enough memory space.
https://content.ls-api.com/, https://prod.ls-api.com/, https://environments.ls-api.com/, elastic-prod-dc.ls-api.com
The content api is used to manage and generate reports to use LightSail properly.
accounts.google.com
Without this port, users may be blocked or denied access from using LightSail.
ssl.gstatic.com:443
This SonicWALL signature identifies legitimate SSL traffic over any port including HTTPS/443 and Secure-IMAP/993 using the gstatic.com SSL Certificate.
apis.google.com:443
Without this port, users may be blocked or denied access from these services. For the following hosts, [N] means any single decimal digit and * means any string not containing a period.
btol.com, images.btol.com
These are is a required port to properly connect to Baker & Taylor”
Lightsailed.com:443
This is a required port to use LightSail properly
clever.com:443
If you use Clever Sync, then this is a required port to sync properly
btimages.cloudapp.net
This is required to allow small images including check marks etc. to show on LightSail
www.google.com
The Web’s largest and most authoritative acronyms and abbreviations resource.
Servicebus.windows.net – https://ls-eventhub.servicebus.windows.net/prod-linux/messages
servicebus is required to collect LightSail data
https://js-agent.newrelic.com:443
This is required for the LightSail certificate to be active
https://bam.nr-data.net
A script tag is injected by the New Relic agent (or pasted into the webpage for standalone apps) that references the JavaScript on the CDN, which is then loaded by the browser. The loaded JavaScript collects and reports the metrics dynamically to the domain bam.nr-data.net
Closed on NSW public holidays.