University of Iowa

UICapture / Panopto

Zoom (Virtual Classroom)

Contact Technical Support

ITS help desk at

Distance and Online Education Tech Support email,, or call during regular office hours at (319) 335-3925. Please provide the following information:

  • your full name (and Hawk ID if you know it)

  • your contact information (phone number and e-mail)

  • your computer type and operating system (e.g., PC or Mac; Windows 8, Windows 10, MacOS X 10.10, etc.)

  • your type of Internet connection (DSL, Cable, Fiber Optic, Wifi, dial up)

  • the primary browser you use (e.g., Microsoft Edge, Internet Explorer, Chrome, Firefox, Safari)

  • location (Home, Work, Public Library, Internet Cafe, etc.)

  • a description of your problem (opening the sample file, downloading the software, and which type of file etc.)

Course Technical Support Request Form

Troubleshooting / FAQ:


There are several reasons why using a headset microphone is important.

First, this helps avoid audio echo. Audio echo occurs when the signal coming out of the speakers is picked up by an open microphone and sent back into the system. This results in a very distracting, delayed repeating of the audio. Play Sample (mp3).

By using a headset microphone the audio comes out the earpiece and is not picked up by the microphone. This is also one of the reasons we ask that you DO NOT leave your microphone on, but only turn your microphone on when you are ready to speak.

Secondly, the quality of your audio is better if the microphone is near your mouth. The microphone should be positioned just to the side and not directly in front of your mouth. This placement will avoid the loud popping sound when pronouncing words starting with the letter p.

Please turn your microphone off when not in use. This prevents unwanted sounds from being transmitted to the rest of the class distracting the instruction. It also reduces the chance of an audio echo being retransmitted to the class. Play Sample (mp3).

Poor performance can be the result of low bandwidth resulting in a slow connection speed. If you have a cable modem your internet speed will be affected by the number of active computers in your neighborhood linked to the same cable node. If you have a DSL connection in your home the bandwidth of that connection is shared with all the computers you have connected and turned on in your home at that time. Any wireless connection will be a shared connection and of limited bandwidth. Always try to use a wired connection to your internet hub, switch or modem.

Run an Internet Speed test by going to the Speed Test website. We recommend a speed of 1.0 mbps for effective connection to the online class.

There are a few actions you can take to decrease your bandwidth usage. Pause your camera if you are using one. Make sure your microphone is NOT on. Only open the microphone when you have something to add to the classroom conversation. Make sure any other computers in your house are turned off or not connected to the Internet. Note: Clicking on the small green bar in the upper right of the screen will provide a bandwidth usage meter. The meter will show amount of delay, upload and download levels.