Questions and troubleshooting tips that will help you use Virtual Meetings, using the BlueJeans service.
Access to Virtual Meetings
Windows 10, Windows 7, Mac OS X 10.10+, Android Devices, and iOS devices. We also suggest a reliable internet connection. Use Speedtest.net if you aren't sure of your internet speed – we recommend at least 5 mbps/upload speed and 10mbps/download speed, even though the BlueJeans software recommendation is 1Mbps.
No, you do not need an account to participate in a meeting. To schedule or moderate a meeting, you do need to log in with your Pennkey at http://meeting.upenn.edu.
If you are not able to join the meeting using the BlueJeans app because of Pennkey (or other) issues, please join using the web browser version of the link.
Using App or Browser
BlueJeans is supported using just a browser (latest versions of Edge, Chrome, Safari, and Opera are supported). It is recommended that frequent users or users with advanced moderation use the BlueJeans App.
Check this link to compare the benefits of the Brower v.s. App experience.
Joining without Internet
If you do not have access to the internet, you can still participate in the audio portion of the meeting by calling in on your phone.
Finding Lecture Link
There are several ways to find the links to your meetings or lectures.
- Through Canvas: if your class has set up a Virtual Meeting using Canvas, log into your course through Canvas and choose the meeting. If you join after the lecture has started, look at the Meetings in Progress section.
- Through BlueJeans (for a non-Canvas-scheduled meeting): check your meeting invitations for the link, or launch the BlueJeans App (or log into the web version).
Note: If you use are using the Canvas Calendar to join meetings and don't see a meeting you are expecting, check the Virtual Meetings tab in Canvas.
Who Can Join a Meeting
Anyone with the Meeting ID number of your Virtual Meeting can join. Meeting moderators can drop people from a meeting, if needed. Moderators are identified with a blue star by their name in the meeting's People tab.
Meeting moderators will see a lock icon in the top left corner of their screen. They can choose to lock their meeting to prevent any further users from joining.
International Virtual Meetings
There are a number of international numbers available (see http://bluejeans.com/numbers) for attendees who want to phone into your meeting.
Joining with Moderator Code
Join using the meeting URL and add the moderator code after the meeting ID:
- e.g. bluejeans.com/123456789/####
You can have up to 200 participants in one meeting.
Benefits of BlueJeans
See Virtual Meetings - Benefits of BlueJeans for a thorough explanation of the online experience BlueJeans can provide.
Using Virtual Meetings
- Faculty: Please visit Virtual Meetings for Instruction to learn how to schedule a Class Meeting through Canvas.
- All Users: Please visit Virtual Meetings to learn how to schedule meetings.
Moderator passcodes allow users to manage the meeting, but must be used when logging on.
- Lecture meetings scheduled through Canvas: Launch the Canvas course and click on the Join link for the meeting. The last four digits of the link are the moderator code.
- Meetings scheduled through BlueJeans: The moderator passcode is included in the email confirmation with connection details. Or, log into meeting.upenn.edu, click on your profile at the top right, choose settings and copy the moderator passcode.
Only the moderator can mute other people. For that reason, faculty or their TAs should be sure to have the moderator code for their class meetings and use it when joining the meeting.
BlueJeans doesn't allow you to see chat while you are sharing your screen. But, you can join the Virtual Meeting with a second device, such as a tablet or smartphone.
Be sure to download the BlueJeans app for your secondary device as it will give you the best experience.
If you only have one device you can either:
- Ask your TA, or a willing student, to relay questions from the chat.
- Pause screen sharing from time to time to see the chat.
If you have two screens, you can share just the application you are using (e.g. Powerpoint ) instead of your entire desktop. (See the FAQ on Using two Monitors.) However, if you tend to switch between applications during the class you will need to stop and restart sharing so it's not the preferred option.
Using Two Monitors for Presentations
The PowerPoint application has a setting that allows you to choose which of your monitors the slideshow will display on. In PowerPoint find the Slide Show tab at the top of the application screen, locate the Monitors category (towards the end of the Slide Show tools) and use the dropdown menu to select the monitor you'd like to share you slideshow on. For further assistance, review the Microsoft article on presenting with multiple monitors.
Disabled Video Layout Controls
When using the BlueJeans app (which we recommend) this feature may be disabled for attendees when more than 25 people join a meeting. Moderators still have the ability to change layout controls. This is a technical limitation of the BlueJeans app.
We have had limited success with this feature in the classroom. If breakout groups are critical to your class we recommend you assign them ahead of time and have students create their own Virtual Meetings per group. Please see Using BlueJeans Apps for more information.
Disappearing Whiteboard Notes
To maintain notes during a class meeting, we recommend sharing your entire screen and switching between your presentation and an application like Word or OneNote.
Recording Meeting without Participants
Just make sure to press the "Start Recording" button within BlueJeans.
Once a recording has been started, BlueJeans will continue recording until EVERYONE has left the call (regardless of whether the moderator has left). To end the call:
- Click the hangup icon at the top of the meeting.
- Check the Drop Everyone box on the pop-up window
- Click Leave
If you scheduled your BlueJeans meeting through the Canvas integration, it should appear on the same page as the "Join" button. Please note that it will take some time for the recording to process and sync before it will become available.
Recording Upload Time
It can take up to 36 hours for recorded Virtual Meetings to appear in Canvas. The person who scheduled the meeting will recieve an email when the recording is available via the BlueJeans interface (which is usually soon after the meeting).
Recordings and Chat
BlueJeans recordings do not include the chat transcript. You can copy the comments during the meeting by clicking on them, or repeat the questions out loud.
If there is a need to capture the contents of the chat window in BlueJeans then get and use SnagIt – the screen capture utility – it has a scrolling screen capture mode.
Update: You can now download your chats in BlueJeans. They still don't record, so save them before you end the call.
Recordings and Attendance
Virtual Meetings doesn't have a built-in attendance feature. If you want to keep track of who attended a session, we recommend asking students to use the chat feature, a discussion board on Canvas, or PollEverywhere.
As a backup, the attendee list of a virtual meeting is incorporated into the recording file that users can access by logging into upenn.bluejeans.com and going to "Recordings."
Recordings and Delegation
When a delegate schedules meetings on behalf of a delegator, the recordings of that meeting end up in the delegator's account. At this point, the delegate cannot access the recordings.
Manual Recording Upload
If your recording has not been auto-uploaded to Canvas, you can manually download and upload your BlueJeans recording by following these steps.
Availability of Recordings to other Canvas Sites
By default BlueJeans recordings made through Canvas are available only to users enrolled in the site. If faculty want to share a video with users in a different Canvas site, there are 2 options: download the video and upload in the new site (using "Class Recordings">"Create">"Upload."), or make the BlueJeans recording available to anyone with the link and then share the link in the additional course sites.
If possible, we recommend using Panopto directly for making asynchronous pre-recordings. If you do use BlueJeans for this purpose, you can use this support article. When downloading the BlueJeans recording, make sure to choose the “Audio, Video & Presentation” option seen here:
Error Messages and Troubleshooting
For problems with audio or video quality, try these options
- Exit and re-enter the meeting
- Make sure no other applications are using the camera and microphone.
- Disconnect from a corporate VPN (Wharton Faculty and Staff should not have to disconnect from the Wharton VPN.)
- Confirm your internet speed is reliable. Use Speedtest.net to check – we recommend speeds of 5 MBPS/upload and 10MBPS/download.
- Restart your computer.
- Review BlueJean's audio troubleshooting tips.
Authentication and Account Errors
There are several reasons you might be getting an authentication error:
- If you have trouble joining the meeting using your Pennkey, try using the web link to launch the meeting, then choose "Join with Browser" at the bottom of the "Join Meeting" BlueJeans web page.
- If you don't have a Wharton account, or your account does not include an email address, you'll need to contact our support team for further help
- If you get the error "account that you are currently logged into is no longer associated with an active billing plan", submit a ticket to your Wharton IT Representative, and include the email currently associated with your BlueJeans account. They'll need to contact BlueJeans on your behalf.
Try logging in using a different browser. This usually solves the issue.
If you encounter the 404 error in multiple browsers:
- Log into meeting.wharton.upenn.edu using your PennKey username and password.
- If that works correctly follow these instructions to make sure 3rd party cookies are enabled on your browser of choice.
- Return to the Virtual Meetings section of your Canvas Course Site and join the meeting. The meeting should launch without error.
This article shows you how to enable 3rd party cookies for a variety of browsers (the article is from a vendor, but will solve the issue for you).
You can also try switching browsers (away from Safari in particular, and to Chrome or Firefox).
Authentication Error: Could not process SAML Response
If you are getting this error, contact BlueJeans support at +1 (408) 791-2830 for assistance.
Not Authorized to View this Recording
Users getting this error message when trying to access a class recording through the Virtual Meeting tab on Canvas are receiving this because their BlueJeans account is not on the Penn BlueJeans domain.
BlueJeans support needs to be called to have the account moved and then the user should go to meeting.wharton.upenn.edu to login before accessing class videos through Canvas.
We're sorry, but something went wrong.
Error-message: undefined method `' for nil:NilClass,
If you are the application owner check the logs for more information.
For a 500 error code, Wharton Computing needs as much information from the error message as possible in order to help BlueJeans investigate and prevent such issues. Please either highlight the error message text and copy it to paste into an email support request, or take a photo. Send problem reports to email@example.com.