Technical FAQ

There is an issue specific to a previous version of Google Chrome (66.0.3359.170) that prevents audio from playing in elearning modules.  This is caused by a policy enforced by Google on the Chrome web browser; further information can be found in this article.

To resolve this issue, update Chrome.

If you are unable to update Chrome, you may do the following to work around this issue:

  1. Navigate to chrome://flags/#autoplay-policy
  2. On the first option, the autoplay-policy field is set to "Default". Change this option to "No user gestured required" and relaunch the browser. 

In class, each student will access a hosted lab machine for hands-on practice. The computer that they're using to access the hosted lab machine must be able to access a fast broadband Internet connection and have been pre-tested.

  • Unrestricted Internet access is required: Banks, government, and financial networks are typically restricted, and require intervention from IT to work.
  • Network Bandwidth for Classroom: >150Kb/sec per user (e.g., > 1.5Mb/sec for 10 users)
  • Network Response Time to CloudShare (see below): <150ms (>200ms will show lag time)
  • Browser: FireFox or Chrome (HTML5 capable browser) - recent versions only!
  • See how to test whether your computer and network are adequate (next question).

  • TEST #1: Verify that you can access the Jira login screen.


    You don't need to log in; if you see the blue Jira login screen you're all set.
  • TEST #2: Make sure your computer can access the CloudShare lab environment.
    Click this test page:
    Each student should also run the performance "Speed Test" from this Test page (interpret results below).
    If students see the "All tests passed!" and the Speed Test produces good results, they're are all set.
    If they change computer or location, they should re-test access.
  • Interpreting Speed Test Results Bandwidth: Each student needs at least 100-150kbps, with 200-300kbps being good.
    Latency (the lower the better, but): 50-75ms is very good, 76-99 good, but anything over 100ms will start to show minor lags. Packet loss: should always be 0%.
  • Still having trouble?
    Contact us by reaching us here.

If your computer is unable to connect to JIRA or Confluence URL, please try one or all of the following:
1) Try a different browser (Firefox, Safari or Chrome).
2) Disconnect from VPN.
3) Disconnect from the Proxy Server.
4) Connect to a different WiFi network (e.g.,. guest).
5) Change to a public area or conference room.
6) Try your home network.

CloudShare Corporate Network Requirements

At a minimum, your organization's firewall rules must allow access to certain TCP ports. Please place a request with your IT administrator for access using the following TCP ports and destination IP addresses.


SECONDARY ACCESS METHOD: RDP Access Method (use only if method #1 fails)
  • Test page:
  • 443 (Primary Connection)
  • 3389 (RDP - Secondary Connection - Fail over)
  • 5901 (VNC - Console Access)
  • 22 (SSH - if you will be using a Linux VM)
  • Destination networks: 23.29.99 / 24 66.175.100 / 22 66.175.101 / 22 69.195.213 / 22 69.195.214 / 22 69.195.215 / 22 69.195.232 / 22 69.195.233 / 22 69.195.234 / 22 69.195.235 / 22 70.105.82 / 22
In addition, please request your IT administrator to update the Microsoft Remote Desktop Connection to the latest release for your PC. We also suggest using Chrome for any connections.

Atlassian University On Demand courses supports most major browsers, but occasionally content will not display as expected in a supported browser. Though HTML 5 is supported by our player, and the HTML 5 player may work in unsupported browsers, the best experience is to use a supported browser in a supported operating system using Adobe Flash Player.

Verify that you are using a supported browser
Operating System
Flash Player
HTML5 Player
Windows Internet Explorer 8 and later (tick) (error)
Windows Microsoft Edge (Latest Version) (tick) (error)
Windows/Mac Firefox (Latest Version) (tick)  (error)
Windows/Mac Google Chrome (Latest Version) (tick) (tick)
Mac Safari 7 or later (tick) (tick)
Android 4.1 and later Google Chrome (error) (tick)
iOS 7 and later Safari (error) (tick)

(tick) = Supported

(error) = Not Supported


Determine if you are viewing content in the HTML 5 or Adobe Flash Player

The easiest way to check if you are viewing content using the HTML 5 player is by right-clicking (control-clicking on Mac), and if a contextual menu appears, you're using the Flash Player.


If a menu does not show up, you are using the HTML 5 player.

Install and Enable Adobe Flash Player in your browser

Though Adobe Flash Player may already be installed on your machine, it may require enabling in your browser or whitelisting the Charlie Academy website. The links below provide resources from Adobe for installing and enabling Flash in the latest supported browsers.