1. Why Can’t I See My VOD Lectures?
  2. Technical Problems
  3. Audio Issues
  4. Player Controls
  5. System Requirements
  6. Web Course Issues
  7. More Help

Why Can’t I See My VOD Lectures?

  • You must be registered in the VOD service section of the course.
    You need to be in the Video on Demand section as well as the course section in order to view all your lectures online. For instance, if you are in section T, register also in TOD. Find out how on our registration page.
  • You just registered in the VOD service section today.
    Our system updates from Carleton Central overnight. Try again tomorrow if you just registered today!
  • You aren’t logged in.
    Check at the top of the page to make sure it says “logged in as (your name)”. If it says you are not logged in, sign in using your MyCarleton account.
  • Classes haven’t started yet so there is no content.
    If the term hasn’t started yet, there won’t be any lectures to view. This applies even to pre-recorded courses, as we make those lectures available a few at a time just before they would normally be held. You may see the course listed with no lectures, or you may not even see the course listed yet. That doesn’t necessarily mean you aren’t registered for Video On Demand. Check again once the first lecture has been held for your class.
  • You want to go in through cuLearn but there is no link.
    There is often a link to the Video On Demand site in the course cuLearn page, but not always. You can log in to VOD directly at vod.cuol.ca/vod/ with your MyCarleton username and password

Technical Problems

  • If you encounter a connection problem, clear your browser’s cache , and/or try a different browser (we support Firefox, Google Chrome, Opera, Safari or Microsoft Edge).
  • Make sure your browser and plugins are up to date.
  • If you can, try connecting on a different device. That helps narrow down where the problem is.
  • Check that no other heavy internet usage device and programs are running within your local network.
  • If you are connecting wirelessly, make sure your device has good signal reception. Walls, floor, microwave, duct-work, heavy furniture, even a neighbour’s wireless signal can affect your connection.
  • Using free WiFi at a restaurant or coffee shop? Be aware that it usually isn’t strong enough to stream reliably.
  • Viruses and malware can slow things down considerably. Make sure your anti-virus is up to date and run a scan.
  • If you are a VOD subscriber, download the lecture to get around connection issues while playing.
  • If you are downloading, only download 1 or 2 files at a time. Don’t close the browser before the download task finishes.
  • Once you download the file, you will need a player that can handle mp4 files.  If you don’t have one, VLC is recommended.
  • Want to slow the lecture down or speed it up? Reduce the file size? Find out how using the player controls.
  • Trouble connecting? Other problems? Check on the Information Technology Services(ITS) system status page to see if there is a wider problem.

Audio Issues

  • Some headphones, especially inexpensive earbuds, have low volume. If you find the lecture too quiet, try a different pair of headphones if possible.
  • There are volume controls in different places, so make sure they are all set at a reasonable level.
    • Computer sound card: for Windows, usually a speaker symbol at the right side of the task bar. For MAC, use the F12 key to raise the volume. Laptops and tablets usually have physical or on-screen volume buttons
    • Player volume: within the player window that opens when you stream a lectures, there is a speaker icon on the lower left side. Slide up to increase volume. It can be easy to reduce the volume accidentally when dragging the video bar!
    • Speaker or headphone volume controls: there may be separate volume controls on your speakers or headphones. Make sure they are turned up.
  • If the lecture is consistently too quiet or too loud, please let us know. We may be able to improve the overall level.

Player Controls

Check out the player control page for help, tips and tricks.

System Requirements

  • The latest version of Chrome, Firefox, Opera, Microsoft Edge or Safari
  • We recommend a high-speed broadband connection for best viewing experience.
  • Our VOD Player uses HTML5 video. This method is supported by most of the latest browsers. Please see the list of recommended browsers above.
  • For downloads, you click on the download link and a dialog box should appear. Choose a location where you would like to save the lecture (Desktop, Videos, etc) and click Save. Once the download is complete your computer may open the file for you automatically or you can choose from any of the recommended players below. If you’re having trouble downloading or if the lecture file is opening directly in the browser or a new tab, right-click on the “download” link (may vary from browser to browser) and repeating the saving steps above. Note: the download file size is large. Make sure the download has completed before closing your browser. You have the option of choosing the smaller SD size if needed.
  • Recommended video players: Windows Media Player on Windows 10, VLC (Windows and Mac) or any other player that supports mp4 h264 files.

Web Course Issues

Web courses run through cuLearn. For assistance with video or other technical problems, see the Student Support Page. For additional support please contact Information Technology Services (ITS):
613-520-2600 x3700
its.service.desk@carleton.

More Help

Need further help? Contact us at vod@carleton.ca.  Please include your student number and the course and details of the issue.

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