Frequently asked questions (FAQs) and troubleshooting tips for students enrolled in Hands-On Courses through the Tessitura Training Center.

How do I log into the Learning Hub?
I’m having trouble with my training environment in CloudShare
I’m having trouble opening my Tessitura application
Can I use a Mac to take my course?
What accessibility resources are available?
How do I get additional assistance?

How do I log into the Learning Hub?

Visit the Learning Hub login page. Use the username and temporary password that was emailed to you at the beginning of the course. You will be asked to create a new password the first time you log in.

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I'm having trouble with my training environment in CloudShare

Use the link in the email you received at the beginning of the course to launch your personal database in our hosted CloudShare application. The URL is also listed on your student profile on the Learning Hub.

Reconnect to a Session: If you are presented with a message that says, "Select a session to reconnect to," you can click either session in the dialog box to continue. This error occurs when you allow the CloudShare environment to time out, instead of using the Logoff button on the desktop. Always use the Logoff button on the desktop when you're finished working in CloudShare.
Slowness: If the desktop environment is slow to respond or seems to lag, you may have a slow internet connection. Open the CloudShare Remote Access tool and run the Speed Test. If the test fails or indicates your connection is slow, this is likely the issue. Try using a different internet connection if possible, or talk to your IT department.
Connection Blocked: If you receive an error message that says "Remote Desktop can't connect to the remote computer," you may have restrictions in place on your internet connection that prevent you from accessing the training environment. Open the CloudShare Remote Access tool and check whether Canvas Support and WebSocket Connection are green. If there is an error, ask your IT department if your network's firewall or VPN connection can be adjusted.
Additional Help: If you continue to have trouble with your personal database in CloudShare, please email us at training@tessituranetwork.com for assistance.

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I'm having trouble opening my Tessitura application

Once you've accessed your personal training environment in CloudShare, launch Tessitura by double-clicking the icon on the desktop, or by clicking the icon in the toolbar.

Correct System: Remember that your training course uses a dedicated training system that is separate from your organization's Tessitura system. Do not log into your organization's Tessitura system for this course.
Login Button: If the "Log In" button is gray and unavailable on the Tessitura login screen, try reselecting the user group in the User Group dropdown. This should prompt the button to become available. This issue occurs when you allow Tessitura to time out, instead of using the File > Exit command or the Close button to close the application. Always close Tessitura when you're finished working to prevent a timeout.
Service Check Error: If you receive an error message that says, "Service check for TessituraService failed," follow these steps to resolve the error.
Additional Help: If you continue to have trouble launching Tessitura, please email us at training@tessituranetwork.com for assistance.

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Can I use a Mac to take my course?

Our course software is browser-based and is almost entirely compatible with Mac computers. Because Tessitura is a Windows application, you will be running your personal Tessitura system on a Windows virtual desktop in a browser. We have found most functions work as expected on Mac computers in these virtual desktops except for right clicking, which is required in some exercises in the Ticketing course.

To right click on a Mac in your personal Tessitura system, you should either:

Use a two-finger click on a trackpad.
Connect an external two-button mouse to your computer for the course, and use the right-click button.

If neither of these options is possible for you, please email us at training@tessituranetwork.com to discuss other options.

It is not possible to right click using control-click, command-click, or option-click on a Mac in our environments.

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What accessibility resources are available?

There are several ways that your course experience can be customized to suit your needs.

Learning Hub

Videos: All of our course videos are closed captioned and include the ability to control the speed of the video playback. Course videos also have downloadable transcript files.

Browser Text Size and Scaling: The Learning Hub is accessed within your web browser. You can increase font sizes using Ctrl and plus sign (+) or however you typically change web browser scaling. Additional options are available:
Learning Hub Text Size and Scaling: Accessibility settings are available on the sidebar on each page. These options include the ability to increase or decrease text size, and save or reset text size settings. You can also increase or decrease contrast with three different color schemes, and reset to the original color scheme.
- There are eight buttons on the block itself. The three buttons on the top row control text size:

Personal Database (CloudShare)

Windows Desktop: There is a "Windows Ease of Access" shortcut on the desktop to adjust text size, display contrast, and keyboard or mouse settings in the hosted environment.

Note: While many of the Windows settings will also apply to the Tessitura application, the "Make Text Bigger" setting does not. However, Tessitura has its own options for scaling.

Tessitura application (under Tools > Preferences)

Application Scaling is used to adjust the display size of the Tessitura application. Increasing the setting increases the font size used in the application and scales the application to better fill the space provided by high-resolution monitors.
Seatmap Font Size is used to adjust the Seat Map display size based on the screen resolution and Windows font size.

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How do I get additional assistance?

Please email us at training@tessituranetwork.com if you have any issues with your course that can't be resolved using the tips on this page, or if you have additional questions. Let us know what error messages you may have received, and what steps you have already tried to resolve the issue.

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