Troubleshooting and Accessing Tech Support With Your Students Session 808 CTEBVI April 9, 2016 Presenters: Damian Pickering and Robert Sweetman Introduction......................................................... 3 General Considerations............................................... 5 Things to Try.......................................................5 Items to Have on Hand for Technical Support.........................6 Troubleshooting Considerations for Specific Products.................6 JAWS for Windows running on Windows 7, Windows 8, or Windows 10.....6 Items to Consider When Contacting Freedom Scientific about JAWS for Windows...........................................................7 Microsoft Windows...................................................7 Preventative Considerations.......................................8 Backing Up Data...................................................8 Windows Upgrade Considerations....................................8 The Braille Sense...................................................9 Hard Reset.......................................................... 10 Preparing the Braille Sense for Upgrade..........................10 Upgrading the Braille Sense......................................12 Restoring Your Settings..........................................12 BrailleSense U2 Help.............................................13 Braille Note Apex..................................................13 Reset Options....................................................14 Hardware Reset...................................................14 Clear Settings Reset.............................................14 Backing Up Your Data.............................................15 1
Transcript
Troubleshooting and Accessing Tech Support With Your Students
General Considerations...............................................................................................................................5
Things to Try............................................................................................................................................5
Items to Have on Hand for Technical Support.........................................................................................6
Troubleshooting Considerations for Specific Products................................................................................6
JAWS for Windows running on Windows 7, Windows 8, or Windows 10................................................6
Items to Consider When Contacting Freedom Scientific about JAWS for Windows............................7
Microsoft Windows.................................................................................................................................7
Backing Up Data..................................................................................................................................8
Windows Upgrade Considerations......................................................................................................8
The Braille Sense.....................................................................................................................................9
Hard Reset.................................................................................................................................................10
Preparing the Braille Sense for Upgrade............................................................................................10
Upgrading the Braille Sense...............................................................................................................12
Restoring Your Settings......................................................................................................................12
BrailleSense U2 Help..........................................................................................................................13
Backing Up Your Data........................................................................................................................15
Backing Up the Contents of the Flash Disk........................................................................................15
Restoring the Contents of the Flash Disk...........................................................................................16
Backing Up Important Folders...........................................................................................................16
Exporting Documents to Word Format..............................................................................................17
Exporting the Contents of Entire Folders to Word Format................................................................17
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Upgrading the Braille Note Apex.......................................................................................................18
iPhone or iPad.......................................................................................................................................19
Turning Voiceover On and Off Quickly...............................................................................................20
Accessibility Resources from Apple...................................................................................................20
Appendix A List of Resources.....................................................................................................................21
Appendix B Braille Sense U2 Troubleshooting Guide................................................................................21
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Introduction
Technology levels the playing field, opens doors, saves time, makes us more efficient: It provides instant access to books, newspapers and magazines, creates employment opportunities, and connects us to networks of friends, family and colleagues. Yay technology! Picture of fireworks display and cheering crowds.
On The Flip Side
Technology creates frustrations and poses problems we never dreamed of:
The term paper deleted, the corrupt file, the incompatible format, bugs, patches, plug-ins, crashes, freezes, and lock-ups, forgotten passwords, incomprehensible error messages, upgrades, back-ups, resets, and repairs never come at a good time.
Picture: Storm clouds, sad faced people. Boo Technology!
The Good with the Bad
Like it or not, tech is an essential part of our lives. We rely on tech tools at work, school and play. Research, shopping, communication, scheduling, organizing, games, entertainment, not to forget word processing. It is essential that we spend time to really know and use the tools we can't live without.
Not so long ago, only a few specialized people in the office used computers. Now most everyone uses a computer, smart phone or similar device. Basic tech literacy is assumed of prospective employees. You probably would not list using an iPad or smart phone under the skills section of your resume, but you may well be expected to use an app on the job. Ideally, when a blind person tackles their first job, technology is running efficiently in the background, not a major piece of the learning curve. When people have mastered their technology, they are free to focus on learning and performing the job they were hired to do. This should lead to success and a raise rather than failure to pass their probation. Every hour spent on becoming a power user of technology will pay off.
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A Little Mastery Goes a Long Way
Most people aren't really masters of their technology. We don't know everything our iPhone, our notetaker or our computer can do. We are mostly beginning to intermediate users of Jaws or Microsoft Word at best. We know the stuff we use on a day-to-day basis and skip the rest until we need to know something new. But what about the times when our tech doesn't do what it is supposed to, when you give the command you have given a thousand times but nothing happens, or even worse, something totally unexpected happens? Knowing how to troubleshoot problems, where to look for answers or ask for help is as good as total knowledge, even better, because no technology is immune from the occasional mysterious malfunction.
Tip: Always have contacts for at least two people who are better at tech than you are. So far I've never met anyone who doesn't have at least two people on their list.
We are covering best practices here: tips on troubleshooting problems, and tips for working with Tech Support. We will leave you with helpful resources including a copy of this presentation and useful cheat-sheets for the tasks we cover.
Tip: Help.
Get familiar with your help system. Where is it located? How is it organized? Short of knowing everything about a product through years of thorough study and experience, knowing how to find things you don't know in your help system is the single most valuable competence. Even more than “Reading the Friendly Manual” (RTFM). That's part of the thorough study.
Read The Friendly Manual
Many tech products have an onboard manual. Of course, reading a manual cover-to-cover will eliminate the need for 90 percent of your calls to Tech Support. But who has time for that?
Tip:
The manual is part of the help system. Know where it is located and how it is organized.
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Tip: Resets/Upgrades:
Often, once you have established that your device is plugged in and the power is on, (you'd be surprised how many issues this solves), a reset of some kind resolves an issue. Finally, staying current with upgrades is a good way to solve or prevent problems. Learn the process of updating each of your products. Mostly the update process will be automated and very simple once you've done it.
General Considerations
Before discussing specific products, we will discuss things that you can try, as well as items that you should have on hand before you contact technical support.
Things to Try
Windows Computers with Screen Readers:
Has sound been muted?
Unload the screen reader; then run it again.
Try restarting the computer.
Note Takers.
Make sure the note taker is fully charged; if not, connect it to power.
Try a standard reset; know the reset options for your note taker.
iOS Devices.
Try resetting the device, (hold down Home and Power button for 12 seconds and wait for restart.)
Pairing issues: Is Bluetooth turned on?
Do you have the pairing code for the device being paired?
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Items to Have on Hand for Technical Support
Phone number and extension of technical support department for your product.
Product serial number; technical support will require this for their records.
What version of the product are you using?
Explain the problem as well as steps that you have taken to solve it.
When does the problem occur?
How often does the problem occur?
Does Reset or Reboot solve the problem?
Have you contacted your local vendor for the product? If so, what did they try or suggest?
Troubleshooting Considerations for Specific Products
JAWS for Windows running on Windows 7, Windows 8, or Windows 10
JAWS for Windows is manufactured by Freedom Scientific. If you are having issues with the program, you should call your local vendor for support. If the local vendor is not available or cannot resolve the issue, call technical support at Freedom Scientific.
The technical support number for Freedom Scientific is 727-803-8600. Phone-based technical support is available Monday through Friday Eastern Standard Time from 8:30AM EDT until 7:00PM EDT.
Alternatively, you can send an Email message explaining the problem that you are having to [email protected].
Web-based technical support is also available in the form of technical support bulletins. For these, go to www.freedomscientific.com.
When you activate the Support link, you will find links for Technical Support, Software Activation, Documentation, Product Registration, and Product Videos.
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If you open the Technical Support link, you can find technical support bulletins for JAWS, OpenBook, the Magic screen magnification program, and other products that are provided by Freedom Scientific.
Items to Consider When Contacting Freedom Scientific about JAWS for Windows
Provide technical support with your JAWS version and serial number.
Which version of Windows are you using?
Has sound been muted?
Try unloading the screen reader and then loading it again.
Try restarting the computer.
If the above steps do not resolve the issue, call or Email technical support.
Microsoft Windows
Windows is manufactured by Microsoft. Your local vendor or a screen reader manufacturer like Freedom Scientific can usually answer questions about use of assistive technology with Windows.
In addition, Microsoft has established the Microsoft Disability Answer Desk for persons who are having issues with assistive technology. This hot line is free of charge for persons who are using assistive technology. If necessary, the Microsoft Disability Answer Desk team can, with your permission, log onto your computer and resolve issues with viruses, Outlook issues, Windows update issues, and assistive technology questions.
Phone for Microsoft Disability Answer Desk: 800-936-5900.
Warning. Microsoft will never contact you by Email or by telephone. You must call Microsoft. Never talk to an unknown company or person who calls you to assist with your computer. Computer scams are very common, and have resulted in destruction of
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computers and compromise of credit card and bank account information leading to theft. A good rule of thumb is to warn students against giving any information to any one by phone or Email unless it is a known company with which they have initiated contact.
Preventative Considerations
Virus checkers. Make sure that your computer is running a virus checker that either updates automatically, or that you can update. Microsoft Security Essentials is a virus checker from Microsoft that can be installed on Windows 7. Microsoft has also provided Windows Defender, a virus checker for Windows 8 and 10. Other virus checkers like End-Point Protection can be purchased. Your IT staff or computer vendor should either set up or provide a virus checker.
Backing Up Data
As with any electronic device, it is best practice to back up your data. External hard drives of one or more terabytes can be purchased for $60 or more either on-line, or from outlets like Best Buy, Costco, and many other sources. It is very important to back up folders like “my documents,” as well as any other important folders on your computer. This is easy to do, and is critical to protect school work and other important information such as Email that has been archived on the hard drive. This will protect against hard disk failure, or against a virus or malware infestation that may necessitate reformat of the computer. Other methods for backing up data include programs like Carbonite or Dropbox.
Windows Upgrade Considerations
Until July of 2016, Microsoft is offering free upgrades from Windows 7 or Windows 8 to Windows 10. This is not a significant concern with school or corporate computers, since updates are generally managed by their IT Departments. However, your students may wish to use Windows 10 on their personal computers. If this is the case, a little bit of planning and research will save a lot of tech support time.
Recommendation. Before upgrading to Windows 10, users should check with the manufacturer of their computer to make sure that the computer is compatible with Windows 10. Also, Freedom Scientific has placed documentation on the Freedom Scientific web site with procedures explaining how to upgrade if using MAGic, JAWS, or
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Open Book. (For these instructions, go to www.freedomscientific.com; then choose the Downloads link followed by the JAWS link.) The procedures differ depending on whether the computer is running Windows 7 or Windows 8.1. In addition, there is no speech for much of the process, so someone with computer experience should watch the screen during the process.
During startup, a window will open that gives the computer user an option to download Windows 10. Just press Alt+F4 or click Close unless or until you are ready to upgrade to Windows 10. Do not press Enter, as OK is the default.
Considerations regarding Whether to Upgrade to Windows 10
How old is your computer? Upgrade is not recommended for older computers. The computer manufacturer can provide information whether or not to upgrade a given Model number. Manufacturers like Dell Corporation allow users to check on-line to see if upgrade is recommended for a given model.
Users who upgrade to Windows 10 should know that the Start Menu will no longer support first-letter navigation. Users can make use of the Start Menu Search Box to quickly run programs, or use first-letter navigation on the Desktop. Program shortcuts can also be created for efficiency.
Local vendors will often upgrade computers to Windows 10 for a fee, and can address the accessibility issues. It is recommended that you work with a vendor or IT staff familiar with the access technology that the student is using so that the upgrade process can be accomplished smoothly.
The Braille Sense
The Braille Sense is manufactured by Hims, Inc. Technical support can be provided by your local dealer, or by the manufacturer.
Hims Technical Support Phone: 512-837-2000 option 2.
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Following are items that you should have ready for Technical Support.
Model of Braille Sense.
Keyboard type: Braille or QWERTY.
Braille Sense serial number.
Firmware version that is being used.
Explain the issue, and what you have attempted in order to solve it.
Has a standard Reset been tried, (press and release the Reset button)?
Has a Hard Reset been tried?
It is also a good idea to back up important settings and work – especially prior to a firmware upgrade.
Hard Reset
A hard reset will reset settings, and disconnect from the Internet. Before doing a Hard Reset, it is a good idea to back up user settings, (see below). To do a hard reset, hold down the Media Right Arrow key while pressing and releasing Reset. Continue to hold the Right Arrow key down until the unit reboots. The Media Right Arrow key is located on the front edge of the unit and is to the left of the Power button.
Preparing the Braille Sense for Upgrade
A good way to prevent problems is to make sure that you are using the most current version of the Braille Sense firmware. This can be done either on line, or by downloading the upgrade package and saving it to the SD card. During the upgrade process, all of the user's settings, (including wireless passwords, Bookshare and NLS passwords, and changeable user settings), are reset to their factory defaults and must be reset or re-entered. This can require assistance from the dealer or from Hims.
However, you can back up all of the user settings as follows.
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Create a folder on the SD card called "settings backup." To do this, press F to open File Manager. Press S followed by Enter to open the SD card. Press Enter+F to create a new folder name; then type "Settings Backup," (with no contractions), and press Enter.
At the program menu, press S for Settings.
Press K to open "Backup/Restore Personalized Settings." There are 15 settings options.
Press Enter+A to select all options.
Press Enter+B for Backup. The Braille Sense will say, "Flashdisk."
Press the letter S to choose the SD card; then press Enter to open the list of folders on the SD card.
Press S until you get to the "Settings Backup" folder, then press Spacebar to select it. An asterisk will appear to the left of the folder, showing that it is selected.
Press Enter. The Braille Sense will say, "Backup in Progress," then "Backup Complete," when backup is finished, press Space+Z two times to return to the program menu.
Backing up important information.
Best practice is to back up important folders. This is especially true prior to upgrading the firmware.
Important folders can be backed up quickly as follows.
Open File Manager and press Enter to choose the Flashdisk.
Press Space+Dot4 to move down through the folder list, and tap the Spacebar to select any folders that you wish to back up. Examples might include the Database, Email, Favorites, HANDictionary, Media, RSS, and My Documents folders.
While moving through the list, press Spacebar to select any folders that you wish to back up.
When done, press Enter+C to copy the selected folders.
Press Backspace to return to the drive list.
Press Space+Dot4 to arrow down to the SD card; then press Enter to open it.
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Press Enter+V to paste the folders to your SD card.
Note. You can plug a flash drive into one of the USB ports if you wish to back your data up to media that you don't use on a regular basis.
Upgrading the Braille Sense
The easiest way to upgrade the firmware is as follows.
Connect the unit to power.
Connect to Wireless or LAN.
Press U for Utilities.
Press Space+Dots456 to move to the bottom of the list of utilities which will place you on the Upgrade Braille Sense option. Press Enter to choose the Upgrade Online option; then press Enter to start the upgrade process. The upgrade will take about five minutes.
If you will need to do the firmware upgrade from a location that does not have a reliable Internet connection, you can download the upgrade firmware as follows.
Go to www.hims-inc.com.
Choose the Resource Center link.
Choose the Braille Sense U2 link.
Here, you will find both the Braille Sense U2 upgrade firmware, as well as the Braille Sense manual.
Restoring Your Settings
At the Program Menu, press S for Settings, then K for Backup/Restore Settings, then press Enter+A to select all settings.
Press Enter+R for Restore.
Press S followed by Enter to open the SD card.
Press the letter S until you get to your Settings Backup folder; then press Spacebar to select it.
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Press Enter. You will be informed that Restore is in progress, and will be notified when restore is complete.
BrailleSense U2 Help
Prior to calling technical support, you may be able to locate help on the Braille Sense itself.
Context Sensitive Space-With-H
Brings up a list of commands associated with your current task/application.
Menu Key F2 (like Alt on PC)
Brings up all menus and commands for the current application. Each item lists the hotkey to execute that function without going to the menus.
Help Manual
Last item in the main Program Menu, Hot Key H.
Brings up a Table of contents listing topics/applications, organized by chapter and sections. Includes helpful command summaries which can be copied to the word processor and e-mailed as attachments.
Braille Note Apex
The Braille Note Apex is a note taker that is manufactured by Humanware. Technical support can be provided by your local dealer, or by the manufacturer.
Humanware Technical Support phone: 800-722-3393, extension 4.
Following are items that you should have ready for Technical Support.
Model of Braille Note: Apex or mPower.
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Keyboard type: Braille, (BT), or QWERTY, (QT).
Braille Note serial number.
Version of Keysoft that is being used.
Explain the issue, and what you have attempted in order to solve it.
Has a Reset been tried.
Has a Hard Reset been tried?
Reset Options
Hardware Reset
Press and hold the RESET button for at least 5 seconds. This will have the same effect as removing and then inserting the battery.
This has the same effect as removing and reinserting the battery. All data currently in use will be lost. The Apex will require more time to restart than it would for a Software Reset.
A beep will be heard and the message "Starting Keysoft" will be displayed.
After a short while the system will announce:
"Keysoft version 9.0x. Build (number)" followed by "Main Menu."
Clear Settings Reset
This reset will delete all of your user settings and configurations, but will not erase your data if it has already been saved.
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For the Clear Settings reset, hold down keys 4,5 and 6; then press and release the Reset button. Continue to hold down keys 4,5,6 until the unit restarts and starts talking.
At this point, you will need to press Enter a few times when prompted, as default settings and folders will be re-installed.
If the above resets do not solve your problem, you should contact your local dealer or Humanware technical support.
Warning. Be careful not to hold down keys 1,2 and 3, with the reset, because the 1,2,3-Reset uninstalls all programs that have been installed. The 1,2,3-reset should only be done if required by Technical support personnel.
Backing Up Your Data
Best practice is to back up important data. For example, the General folder, Address Book, and Keyplan which contains your appointments. It is also possible to back up the entire contents of the Flash Disk. Following are backup procedures that are available.
Backing Up the Contents of the Flash Disk
From time to time, it is a good idea to back up the contents of your Flash disk. You should use a Secure Digital Card, (SD card), to do this. This will protect students if data is corrupted, or in the event that the unit needs to be returned to Humanware for repair. You can back up the contents of your Flash disk as follows:
Press all six Braille keys with the Spacebar to get to the Main Menu.
Press the letter U to open the Utilities menu.
Press the letter B for Backup or Restore. You will be asked if you wish to backup or restore files.
Press the letter B for Backup. You will be prompted, “Back up which Drive, press Enter for Flash Disk.” This is what we want, so press Enter.
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You get the prompt, “Back up which folder, press Enter for all.” We want to back up all of the folders, so press Enter.
You will be prompted to make backup on which drive? If you are not already there, Spacebar down to the SD Card and press Enter.
You will be prompted to make backup in which folder? A backup folder name with the current date will be suggested. Press Enter to accept the suggested folder.
You will be advised that the folder does not exist, and will be asked if you want to create a new folder. Press the letter Y for Yes.
You will hear some beeps while the backup is being made. When it is done, you will be returned to the Utilities Menu. At this point, press the Spacebar with all six Braille keys to return to the Main menu.
Restoring the Contents of the Flash Disk
Suppose that you sent your machine in for repair and it turned out that they had to replace your Flash disk. All of the information on your Flash disk would be lost. But if you had backed up the Flash disk to a Secure Digital Card, you could restore your files:
You can use the Restore function located in the Utilities menu to restore the files. Remember that, when you press U and then B for Backup, you are asked if you want to Backup or Restore Files. You would press R for Restore, and then follow the prompts.
If you want to restore only certain files or folders, you can ask your dealer or Humanware technical support to assist you in restoring files selectively.
Backing Up Important Folders
You can back up important folders from your Flashdisk as follows.
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Backing Up the Address Folder.
All of your address information is kept on the Flash disk in a folder called “Keylist.” If the address data base file becomes corrupted, you will lose all of your address information. You can copy the entire Keylist folder to an SD card as follows:
Go to the Main Menu.
Press the letter F to open the File Manager menu.
Press the letter F a second time to open the folder Manager menu.
Press the letter C for Copy folder; you will be asked for which drive.
Press the letter F for Flash Disk. You will be asked for a folder to copy.
Press Spacebar to get to List of Folders on Flash Disk.
Now, press the letter K repeatedly until you get to the Keylist folder; then press Enter. You will be prompted, "Copy folder to which drive."
Press the letter S for SD Card. You will be prompted for a destination folder name. The name Keylist will be suggested. This is fine, so press Enter. The Machine will say Copying." When finished, the machine will say "One Folder Copied."
Once you have backed up your important folders to the SD Card, you can use a card reader to facilitate making a backup of the entire card to a folder on your computer. This will give an additional layer of protection in the event that the SD Card is ever corrupted.
Exporting Documents to Word Format
Even if you back up your important folders, the documents are in Keysoft format and therefore cannot be opened on a computer. You can back up folders containing your important school or work documents as follows.
Exporting the Contents of Entire Folders to Word Format
Go to the Main Menu.
Press the letter F for File Manager.
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Press the letter T to open the Translation menu.
Press the Spacebar until you get to Export Document; then press Enter.
You will be prompted, "Export Document from which folder, press Enter for General." For now, just press Enter.
When prompted for a document name, press Spacebar+Dots35, (this is the multiple character wildcard); then press Enter.
You will be prompted, "Export to which device, press Enter for file." Press Enter at this point.
You will be prompted, "Export as which file type, ASCII text file." Press Spacebar+Dots34 until you get to Microsoft Word File; then press Enter.
You will be asked for a destination drive. Press Spacebar until you get to SD Card; then press Enter.
You will be asked for a Destination Folder name.
For this example, type "general folder in word format," without the quotation marks; then press Enter.
You will be told that the folder does not exist and will be asked if you want to create a new folder. Press the letter Y for Yes.
All of the Keysoft documents in your folder will be converted from Keysoft format and exported to Microsoft Word format. When the process is complete, you will be given the number of files that were exported.
Upgrading the Braille Note Apex
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A good way to prevent problems is to make sure that you are using the most current firmware. As of this writing, the current version is 9.50. You can check your version as follows.
Press Space+Dots1,2,3,4,5,6 to go to the Main Menu.
Press Space+I for Information; then press Enter to hear the version number which will also be displayed in Braille. If the version number is below 9.2, you must obtain and install a special license from the Humanware license page. Your dealer, or Humanware technical support can help you to obtain this license.
If you have a firmware version higher than 9.2, you can download and install the upgrade firmware from the Humanware web site, Go to www.humanware.com.
Choose the Support link; then choose the Braille Note Apex link.
Here, you will find both manuals, and software to keep you up to date.
iPhone or iPad
Both the iPhone and the iPad are manufactured by Apple, Inc. Like Microsoft, Apple has provided a hot line that can be used by persons who have questions about accessibility.
Accessibility Hot Line for Apple: 877-204-3930.
Before calling the Apple Accessibility Hotline, there are a few things that you can do to make an iPad or an iPhone accessible.
Voiceover
Voiceover is a unique application that provides access using either voice or Braille. On an iPhone or an iPad, you can turn on Voiceover as follows.
Click Settings.
Click General.
Click Accessibility.
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Click Voiceover.
Click to turn Voiceover on.
Once Voiceover has been turned on, you can move your finger around the screen and hear each icon spoken. Touching an icon will speak its name. If you Double Tap an icon, it will be activated. This simple adaptation makes the iPhone or iPad accessible.
Once you have turned on Voiceover, you can double tap the Voiceover Practice button to practice the gestures that allow you to interact with the iPhone or iPad using Voiceover. When done practicing, double tap the Done button at the top right of your screen.
Turning Voiceover On and Off Quickly
With the iPad and iPhone, you can quickly organize applications and folders so that they can be accessed easily by persons who are using speech or Braille to access the device. To do this efficiently, the iPhone or iPad can be configured so that a triple tap of the Home button toggles Voiceover on or off. Do this as follows.
Open Settings.
If Voiceover is on, you must double click to activate icons.
Freedom Scientific support: 727-803-8600 (8:00 until 7:00 EDT).
IRIE AT and Zoomax USA support: 888-308-0059 option 3 (8:00 until 5:00 PDT.
Hims Support: 512-837-2000 option 2 (8:30 until 5:30 Central).
Humanware Support: 800-722-3393, option 4, (8:30 until 7:30 EDT).
Kurzweil Educational Systems Support: 888-995-9905 option 3 (9:00 until 6:00 EDT.
Maxi Aids: 800-522-6294 (8:30 until 5:30 EDT).
Microsoft Disability Answer Desk: 800-936-5900.
ViewPlus Support: 541-754-4002 option 3, (8:00 until 5:00 PDT).
Appendix B Braille Sense U2 Troubleshooting Guide
If you are encountering problems with the Braille Sense U2, please take a look at the following suggestions for solving many common problems:
The Braille Sense U2 Will Not Turn On
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1. Check to make sure that the battery is inserted in to its compartment properly.
2. If the battery is inserted properly, connect the AC adapter, and plug the AC adapter in to an electrical outlet. The battery may need to be charged.
3. Or, Check the location of the keyboard lock switch. If this switch is placed in the "lock" position, the power switch is not functional.
The Voice Cannot Be Heard
1. Make sure the volume is loud enough to be heard. Press "backspace-F 4" to raise the volume.
2. Make sure the voice is turned on. Press "Backspace-F2" to toggle the voice on/off.
The Voice is Too Fast to Understand
1. Press "space-F1" to lower the voice rate.
The Voice Pitch Is Too Low or Too High to Understand
1. Press "enter-F1" to lower the pitch, or press "enter-F 4" to raise the pitch of the voice.
You Don't Know Where You Are
1. If you have become disoriented as to your location on the Braille Sense U2, and cannot remember where you are, press "F1" to access the "program" menu. Then, press "F2-F3" to switch among the open programs. If you are in the Word Processor, pressing "space1-5-6" gives you your current location in the open document.
No Internet Connection
1. If you are using a LAN connection, make sure that the Ethernet cable is connected and that the Ethernet port is turned on in "Global Options".
2. If you are using a modem, make sure that the phone line is connected to the modem.
3. If you are using a DSL connection, make sure that the Ethernet cable is connected and that the Ethernet port is turned on in "Global Options".
4. If you are using a Wi-Fi connection, ensure wireless is turned on. Use "Backspace-dots-1-4-5-6" to toggle wireless on/off.
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Email
1. If you are having trouble downloading email, please contact your Internet service provider to make sure that you have the correct POP3 and SMTP settings.
2. If you cannot send or receive mail, make sure you have an active connection to the Internet.
The Braille display Does Not Display Braille
1. If the Braille display does not display Braille, make sure that the Braille display is turned on. Use "Backspace-F3" to toggle the Braille display on/off.
The Braille Sense U2 Does Not Respond
1. If the Braille Sense U2 does not respond to keystrokes or commands, it may be necessary to reset the unit. To reset the Braille Sense U2, press the reset button on the rear panel, or press "1-2-3-4-5-6-F2-F3." Do NOT hold the reset button for more than 5 seconds.
2. If pressing the "Reset" button does not revive the Braille Sense U2, you may need to perform a hard reset. Press and hold the "Forward" button on the front media panel. (This button is the right-most button in the media group and looks like a right arrow.) While holding "Forward", quickly press and release the "Reset" button. Continue to hold the "Forward" button until the unit revives (this should occur within 30 to 45 seconds).
The LCD Does Not Come On
If the LCD screen does not come on, make sure that it is turned on. Press "space-o (dots 1-3-5)" to open "Global Options". Press "F3+F 4" twice. Press "space" to turn the LCD screen option on, and press "enter" to save the option settings.
