There are always ways we can provide a better experience for ourselves in an application. Here you will find a list of Best Practices on how to help your experience in Jigsaw more effective and efficient.
Assets
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Use standard Microsoft fonts in your assets.
- Fonts you have downloaded may not be compatible with the Jigsaw Conversion server if they are labeled Read-Only. Also, if you have purchased fonts, they may not be compatible with the Jigsaw Conversion server. To be safe, use the standard fonts.
- Upload assets 12-24 hours prior to your session to minimize delays.
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The larger the file size, the longer it will take to convert.
- The maximum size an asset is 2 GB, except Presentations.
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The following are new Jigsaw Presentation Upload/Conversion Limitations:
- Maximum File Size: 150 MB
- No Embedded Video
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No Embedded Audio
- For every minute of embedded audio/video, it takes one minute to convert.
- Your asset may not be ready 5 minutes after uploading due to its size. It could take longer to convert.
- Make sure you do not embed videos into your presentations.
- Avoid special characters in your filename such as apostrophes, colons, etc.
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Refresh your browser (F5) if your file is showing "Awaiting Conversion" to see status updates. If it is taking longer than 1 hour to convert, try:
- Try removing the asset from the session, then delete it from the Asset Library. Then re-upload it.
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If the above does not work, contact Support with the following information:
- Session Name
- Asset Name
- Asset File Size
Audio
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A wired or USB headset is preferred over a wireless or Bluetooth headset.
- If you have a wireless/Bluetooth headset and have issues where your attendees can hear you but you cannot hear them when your mic is enabled, try a different headset or changing the Mic to the computer default to see if that fixes it. If it does, it could be the stability of a wireless/Bluetooth headset.
- Connect your headset prior to joining your Jigsaw session.
- You can make sure your mic is recognized by your computer by testing it at https://www.onlinemictest.com/
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Echo
- If you suspect an echo in the audio is from an attendee in the session, mute the attendee's microphone (or you can disable everyone's microphone, then allow one person to unmute at a time until the echo is located).
- Ask attendees to lower their speaker volume to 50% to prevent any echo.
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Phone Audio
- Confirm the person is not muted (ask them if they are on mute).
- If you are unable to hear anyone, try hanging up and calling back into the conference.
- Switch over to computer audio and notify Jigsaw Support of the issue.
Bandwidth/Connection
- It is best to use a wired Internet connection over a wireless (WIFI) connection. It will provide a more constant, stable connection to your session.
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You can check your connection by visiting http://ping-test.net/ to perform a PING test with the following settings (it is recommended to perform 3 times)
- Server: Ping Test: US - Washington
- Accurate
- If you are having any connection issues, limit the other sites and applications that are open or running on your computer. For example, you would not want any type of streaming service running the same time as your Jigsaw session.
Breakout Rooms
- Experiencing discrepancies in the Breakout Room (i.e. missing panes or extra panes)
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- Exit and rejoin the session
- Refresh or reload the browser window (Ctrl+F5)
Browser
- The latest version of Chrome and Firefox are the preferred browsers for Jigsaw Interactive.
- If you are having any issue with Jigsaw Interactive in one browser, test the other browser to see if it is working for you there.
- You can check to see what browser you are using and if it is up to date by visiting https://www.whatismybrowser.com
- Clear the browser's cache prior to joining a live session.
Presentations
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You cannot EMBED Videos (files, YouTube, etc.) into your Presentation.
- Please use Pane 1 (upload directly into your Asset Library) or use Screen Sharing to show videos during your session.
- Presentation File Limit size is 150 MB so be cautious of the amount of images and animations in your presentation.
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Do not use Specialty fonts in your presentation. (These are fonts that you have purchased.)
- These are not for public use due to copyright laws and will error your conversion.
Screen Sharing
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Tips:
- Use Chrome or Firefox
- Install the Jigsaw App from the Test My Computer page. ( Use Chrome or Firefox)
- Ensure you have minimum bandwidth of at least 1.5 Mbps (Up and down) and Ping 50 ms or less. The closer to 0 is optimal.
- Application Sharing is recommended if bandwidth is an issue because it uses less bandwidth.
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Recommended resolution for the Sharer to be no greater than 1280 x 720.
- How to identify browser size - What's My Browser Size
- How to change screen resolutions - For MacOS and for Windows
- Other online tools to measure image size - PixelZoomer
Session
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There are many factors that can contribute to a challenging or pleasant online meeting experience with Jigsaw outside of the software. The Jigsaw application is a live online tool requiring a uninterrupted connection. This is especially critical when watching videos, screen sharing, talking, or streaming web cams because these are live feeds.
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Tips:
- Wired connection is recommended.
- The fastest internet connection is preferred.
- Close any programs that are not needed for your session.
- Wired connection is recommended.
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Problems Joining a Session
- Clear the browser's cache prior to joining a live session.
- Try using a different supported browser (Chrome, Firefox, Edge 79 or higher).
- Test your ability to join from a secondary device (i.e. Tablet).
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Try a hard reload of your browser:
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Chrome/Windows
- Hold down Ctrl and click the Reload button OR
- Hold down Ctrl and press F5.
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Chrome/Mac
- Hold down Shift and click the Reload button OR
- Hold down Command , Shift, and click the 'R' key.
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Chromebook
- Hold down Ctrl and click the Reload button
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Chrome/Windows
- You could be experiencing a bad connection.
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Tips:
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Experiencing discrepancies in the session (i.e. missing panes or extra panes)
- Exit and rejoin the session
- Refresh or reload the browser window (Ctrl+F5)
Video
- You can test to see if your web cam is working and properly set up by visiting https://www.onlinemictest.com/webcam-test/