Frequently Asked Questions

Frequently Asked Questions

On this page, you can find an overview of frequently asked questions. These are additional to the main pages in the left menu. Have you read the instructions and the FAQ but your question remains unanswered? Please contact the helpdesk

In this section

Questions on:

  1. General questions
  2. Kaltura Live Room
  3. Problems with Kaltura
  4. Microsoft Teams
  5. Microsoft Live Events

General Questions

How are students with a disability supported in remote learning?

Students with a disability can contact student center Plexus for support in remote learning. Please visit this page for more information

Which tools can I use for remote teaching?

Not all online available tools can be used for remote teaching. Leiden University supports the tools that are listed on this page. Please consult your faculty’s support before using a different tool.

Can I use Zoom?

No, Leiden University is using Kaltura Live Room and Microsoft Teams for remote teaching and working. More information can be found here.

How can I change my profile picture in Microsoft Teams/Skype/Outlook?

Microsoft Teams and Skype for Business get their information from the main Outlook database, for this reason, you cannot edit anything within those tools themself. You can edit your profile picture in the following way

  1. Go to https://webmail.campus.leidenu...
  2. Click on the cogwheel in the top right corner and select Options.
  3. Click on General on the left-hand side to roll down a drop-down menu
  4. Click on 'My account'

Select your profile picture (empty) and you will be able to upload one yourself.

It takes a little while until Microsoft Teams and Skype also process your profile picture, but it should all synchronize eventually

Kaltura Live Room

How do I get access to Kaltura Live Room?

Follow the steps in this manual to get access to Kaltura Live Room. If this does not work, it might be that you don’t have access yet. Please contact the ISSC Helpdesk to request an account.

The button "Enable Newrow Live Room" does not show.

If you cannot see "Enable Newrow Live Room" this is probably because you don't have the right to create a new Live Room. Make sure you sign in at least once to the video portal (https://video.leidenuniv.nl/) or request an account at the ISSC Helpdesk Portal.

How can I get rights to moderate or manage a Live room?

Even if you have not been granted rights to create a new Live Room, you might need the right to mute/un-mute attendees, look over the chat and answer questions, or host your own section during a lecture. In this case, the teacher can give you access to the Live Room by following the steps in this manual.

I can not find and add students to the Live Room. Where are they?

You can only find students who have logged in once before via https://video.leidenuniv.nl/. Once they have logged in, you will be able to find them. You can also decide to share the link to the Live Room instead of inviting them. The students can then join the Live Room themselves.

Is it possible to use a Live Room multiple times or to use multiple Live Rooms at the same time (parallel sessions)?

Each room is unique, but it is possible to use the same Live Room for different groups at different times. The same Live Room cannot be used for different groups at the same time, unless you would like to start plenary and split up into smaller break-out sessions.

Can I invite external people/guests access to the Kaltura Live Room?

It is possible to invite externals to your Live Room. You can do this by sending them the "direct invite link". In the Live Room, you can find it under "invite". It also gives you the possibility to protect it with a password. This is something that should be done as it allows you to control who can access your Live Room.

Can I record a session in Kaltura Live Room?

Yes, you can record a session. If you choose to record your Kaltura Live Room, read this Privacy Guidance Note first. At the start of your class, it is important that your students know their rights, like turning their webcam on or off.

Are there PowerPoint template slides available for Kaltura Live Room?

To inform your students at the start of class about the expected behavior (online etiquettes) and the functionalities of Kaltura Live Room , you can download this PowerPoint file.

What are the system requirements for Kaltura Live Room?

Minimum hardware requirements for Kaltura Live Room are

  • Windows 7 or higher (10 recommended)
  • Browser (up to date): Chrome, FireFox, Edge (Chrome is recommended)
  • Pentium 4 or more modern SSE2 capable processor
  • 1Gb of RAM

For a complete overview of minimum requirements in terms of internet, tablet and phone visit this page. https://blogs.library.leiden.edu/fb-video/docs/manual-videoportal-university-leiden/14-kaltura-live-room/troubleshooting/#minimum-hardware-requirements

Which browsers are supported for Kaltura Live Room?

Kaltura Live Room works in Edge, Chrome, and Firefox. Other browsers do not deliver sufficient quality or don't work at all. It is recommended to work in Firefox.


Problems with Kaltura

General Kaltura Live Room problems without clear cause? Try this.

  1. If you are experiencing issues with Kaltura, please check kalturavirtualstatus.kaltura.com to see if there are any issues with Kaltura from their side.
  2. Ask attendees to always use Firefox (or Google Chrome) as a browser when making use of Kaltura, and ask them to check their specifications via the Kaltura Test Page.
  3. Consult the manual and trouble-shooting website from the Leiden University Library.
  4. Ensure a stable internet connection using these tips on internet connectivity

Students with a bad internet connection cannot follow Live Rooms properly. What can I do?

  1. Let them turn off webcams, this helps with the management of bandwidth
  2. Hotspotting through a phone is sometimes better than wifi, provided their data bundle is big enough
  3. You can record your Live Rooms and share these on Brightspace afterward.

What to do if no one can see or hear anything?

This problem may be caused by teachers not being "live" themselves. If the Live Room is set up as a Webinar, then everyone who comes in is automatically not live, including the teacher(s). They will, in that case, see a green screen, and audio and video will not work even after it is activated. In the "participants panel", they have to click on the "live" button to go live and turn everything on.

I get an LTI Error

When you get this error message chances are you have a special character in your channel title. Please make sure that you remove any special characters. This includes the use of the ampersand (&) sign.

I get a #23000 error, an OAuth error, or an LTI Error Occurred message when trying to launch a Live Room from one of my channels

Sometimes LiveRooms are not properly linked to channels. We are currently working on that issue with Kaltura. For now, it is best to try making a new channel with the proper settings and then enable Live Rooms. This usually resolves the issue. You can then delete the old channel.

Microsoft Teams

Where do I find information, tutorials, videos and manuals for Microsoft Teams?

Microsoft offers many up-to-date training and support materials. Take a look to find the one that suits you best:

- a general help and support page where you can ask questions;

- an accessible collection of videos to get started with Teams;

- extensive background information for anyone who wants to make the most of Microsoft Teams.

How do I set up Microsoft Teams

To get more detailed information about setting up MS Teams you can visit the staff website.

How can I add students/colleagues to my Team?

  1. The search method
    You can add others by searching their student numbers or last name, one person at a time. Consult this manual for more information.
  2. Share a team code or link
    You can generate a team code or direct link for your students. This method is faster than "search method", but also has some security risks as people with the code and/or link could enter your team. Consult this manual for more information about both options.

Can I upload or enrol my students in bulk?

No, this is not possible at the moment.

While in time bulk upload might be technically possible ISSC is not able to support bulk upload of students at this time, as a reliable script can not be developed and tested under current capacity and prioritisation. This may change in the future. However ISSC can create a large number of MS teams if they have the names of the owners.

The recommended option for use as mentor groups, or any private group for now is:

  1. Follow these instructions to create a code for getting access and send that to your students as an invite, and let them enrol.
  2. Next step is to create private channels for each group and have the mentor or tutor add the students to this group. This manual action is limited in burden as it only concerns approximately 15 people.

Note: unsupported third party (non-Microsoft) plugins exist for bulk upload. We advise against using them, as this requires some technical knowledge of the staff undertaking it. ISSC can not assist with the upload, unexpected side effects may happen, such as students not being added with their UCLN account, and such scripts might stop working on MS Teams without advance notice.

Can I invite externals/guests to my meeting?

During a meeting, you can copy the link to that meeting from the participants list to share with others via mail.

How do I use the University’s Microsoft Teams if I already have a private office 365 license?

If you are already using Microsoft Teams you should sign out your private account and log in using ULCN-username@vuw.leidenuniv.nl (this is not the same as your email address!). Unfortunately, it is not yet possible to be signed in with multiple accounts.

What is the difference between the browser- and the app-version of Microsoft Teams?

The app-version, where you download and install Microsoft Teams on your computer, is overall much more stable and provides extra functionalities for users in comparison to the browser-version. It is also possible to download Teams on your mobile device so you can get notifications when you're tagged/mentioned, answer calls and so on.

How do I use two-factor authentication?

In order to access any of the Microsoft Applications (such as Outlook or Teams) you need to use two-factor authentication, either with an authenticator app or a text/call verification. More information about this new safety feature can be found on the staff website.

Microsoft Live Events

All information about Microsoft Live Events can be found on this page.

With thanks to the faculties' ICT coordinators for their contributions.


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