Training Center - Student Support

Frequently-asked questions and troubleshooting tips for students enrolled in hands-on courses through our Training Center.

• I’m having trouble with my training environment in Cloudshare
• I’m having trouble opening my Tessitura application
• What accessibility resources are available?
• How do I get additional assistance?

How do I log into the Learning Hub?

Visit the Learning Hub login page. Use the username and temporary password that was emailed to you at the beginning of the course. You will be asked to create a new password the first time you log in.

I'm having trouble with my training environment in Cloudshare

Use the link in the email you received at the beginning of the course to launch your personal desktop environment in our hosted Cloudshare application. You can also find this link in your profile in the Learning Hub.

• Reconnect to a Session: If you are presented with a message that says, "Select a session to reconnect to," you can click either session in the dialog box to continue. This error occurs when you allow the Cloudshare environment to time out, instead of using the Logoff button on the desktop. Always use the Logoff button on the desktop when you're finished working in Cloudshare.
  
• Slowness: If the desktop environment is slow to respond or seems to lag, you may have a slow internet connection. Open the Cloudshare Remote Access tool and run the Speed Test. If the test fails or indicates your connection is slow, this is likely going to cause your Tessitura experience to also be slow. Try using a different internet connection if possible, or talk to your IT department.
• Connection Blocked: If you receive an error message that says "Remote Desktop can't connect to the remote computer," you may have restrictions in place on your internet connection that prevent you from accessing the training environment. Open the Cloudshare Remote Access tool and check whether Canvas Support and WebSocket Connection are green. If there is an error, ask your IT department if your network's firewall or VPN connection can be adjusted.
• Additional Help: If you continue to have trouble launching you personal environment in Cloudshare, please email us at training@tessituranetwork.com for assistance.

I'm having trouble opening my Tessitura application

Once you've accessed your personal training environment in Cloudshare, launch Tessitura by double-clicking the icon on the desktop, or by clicking the icon in the toolbar.

• Correct System: Remember that your training course uses a dedicated training system that is separate from your organization's Tessitura system. Do not log into your organization's Tessitura system for this course.
• Login Button: If the "Log In" button is gray and unavailable on the Tessitura login screen, try reselecting the user group in the User Group dropdown. This should prompt the button to become available again. This issue occurs when you allow Tessitura to time out, instead of using the File > Exit command or the red X button to close the application. Always close Tessitura when you're finished working to prevent a timeout.
  
• Service Check Error: If you receive an error message that says, "Service check for TessituraService failed," follow these steps to resolve the error.
  • On the desktop, open the Set Region folder.
  • Open the Utility folder.
  • Open the Instructor Tools folder.
  • Double-click the Time_backdate.bat file to run the script.
  • Try logging in to Tessitura again.
  
• Additional Help: If you continue to have trouble launching Tessitura, please email us at training@tessituranetwork.com for assistance.

What accessibility resources are available?

We have several ways that your course experience can be customized to suit your needs. Options are available that apply to most areas of the course.

Online Learning Hub

•  Videos: All of our course videos are closed captioned and include the ability to control the speed of the video playback.
  

• Browser Text Size and Scaling: The training center's learning hub is accessed within your web browser. You can increase font sizes using Ctrl and plus sign (+) or however you generally change web browser scaling. Additional options are available on the applicable browser website:
  
  • Chrome
  • Firefox
  • Edge
  • Safari

Personal Database (Cloudshare)

• Windows Desktop: There is a "Windows Ease of Access" shortcut to adjust text size, display contrast, and keyboard or mouse settings in the hosted Windows environment.
  
  Note: While many of the Windows settings will also apply to the Tessitura application, the "Make Text Bigger" setting does not. However, Tessitura has its own set of options for scaling.

Tessitura application (under Tools > Preferences)

• Application Scaling is used to adjust the display size of the Tessitura application. Increasing the setting increases the font size used in the application and scales the application to better fill the space provided by high-resolution monitors.

• Seatmap Font Size is used to adjust the Seat Map display size based on the screen resolution and Windows font size.
  

How do I get additional assistance?

Please email us at training@tessituranetwork.com if you have any issues with your training course and the tips on this page do not resolve the issue, or if you have additional questions. Let us know what error messages you may have received, and what steps you have already tried to resolve the issue.