Frequently Asked Questions

General Questions

Common Issues

Creating Classes

Q: Do I need to update Zoom?

A: Make sure that you have the latest Zoom client on your system. Open Zoom –> on the apple menu select zoom.us –> Check for updates.

Q: How do I update Class?

A: To ensure you are on the latest version of the app for Mac, on the Menu bar select “Class” and then “Check for Updates…”

If the Class application has no updates a new window will appear saying “You’re up-to-date!”

If an update is available, a new window will appear, where you can select “Install Update.” You can also select “Automatically download and install updates in the future” and Class will automatically update if there is an update available upon launch.

The Class application in Windows will automatically check for software updates when the application is opened. If an update is available a window will appear saying “A new version of Class is available!” Class recommends always updating to the latest version of the application.


Q: What operating systems are supported with Class?

A: The following platforms are supported with Class:
– MacOS – Catalina 10.15, and Big Sur 11.1 +
– Windows 10 and higher
– iPadOS 13.0 and higher
– Android 6 and higher

– Chrome Compatibility Matrix

Windows 10 July 29, 2015 We are limited by Zoom to 32 bit and do NOT support 64 bit.
Machine should have over 2GHz base processor.
We do NOT support anything less than Windows 10
We do not support machines with 1 GHz processors or Surface Go machines
Windows 11 October 5, 2021 We are limited by Zoom to 32 bit and do NOT support 64 bit.
Machine should have over 2GHz base processor.
We do NOT support anything less than Windows 10
We do not support machines with 1 GHz processors or Surface Go machines
Android 11 September 8, 2020 Arms and Intel Chips
Minimum screen size 600 dp
Computers:
HP
Dell
Android 10.15 September 3, 2019 Arms and Intel Chips
Minimum screen size 600 dp
Computers:
HP
Dell
Android 9 August 6, 2018 Arms and Intel Chips
Minimum screen size 600 dp
Computers:
HP
Dell
Android 8 August 21, 2017 Arms and Intel Chips
Minimum screen size 600 dp
Computers:
HP
Dell
Android 7 August 22, 2016 Arms and Intel Chips
Minimum screen size 600 dp
Computers:
HP
Dell
Android 6 October 5, 2015 Arm and Intel Chips
Minimum screen size 600 dp
Computers:
HP
Dell

Q: What type of access do I need on my Windows device to be able to install Class?

A: You must have admin access and the ability to install third-party apps.


 

Q: Does Class support Chromebook?

A: We support all Chromebooks that have access to PlayStore.

  • Chromebooks manufactured after 2020 should all come with PlayStore already installed and users will be able to download and install Class.
  • Chromebooks manufactured from 2016-2019 either have PlayStore or Chrome Web-Store.
  • Chromebooks noted on this device list with a status of “stable channel” should have access to PlayStore.
  • Those that have the PlayStore will be able to download and install Class
  • Chromebooks noted on this device list with a status of “planned” likely only have access to Chrome Web-Store and may not be able to download PlayStore, and in turn Class.
  • The Chrome Web Store may be able to download PlayStore through a google channel depending on the devices.
  • Chromebooks manufactured before 2016 will not be able to download and install Class

 

Q: How do you push the app from the admin console in the play store to all Chromebooks?

A: To push the app from the admin console, click here.


 

Q: Can I do MSI distribution?

A: To do MSI distribution, click here.


 

Q: Can I do PKG distribution?

A: To do PKG distribution, click here and here.


 

Q: Does Class work on the Zoom Web Interface?

A: For the best experience, users should download the Class app to join and participate in classes. If a user does not have the Class app downloaded, they can join through the Zoom app. It is not recommended to use the Zoom web interface to join a class that your instructor is running through Class.


Q: Which browser works best with Class?

A: For the best experience using Class, we recommend using the most up-to-date version of Google Chrome. Click here to update Google Chrome Browser.


Q: Is there a way to bulk add instructors to the teacher group?

A: It’s very easy to add instructors through Zoom’s settings. Once in Zoom settings, go to the Users page, check the box next to their names (or check all) and then select their group. To learn more about user groups and changing the group-level settings on Zoom, click here.


Q: What if students are not using a Mac, can they still join a class where the instructor is running Class?

A: For a student to use Class, they don’t have to be on a Mac. If the student is on a Mac, they will see all of the features in the Class app (which looks and feels like they are in Zoom). If the student is on windows or a mobile device (iPadOS, Android, or Chromebook) and has the Zoom app installed, they will have links pushed to their chat. When clicking (or copying and pasting the links into a web browser), they will either see some of the Class features in a “pop up” sidebar or access content via a web browser.


Q: Does a student need a Zoom account to access Class?

A: A Zoom account is required.


Q: Does Class function with Zoom Rooms?

A: Yes, Zoom Rooms is what is used to integrate existing video conferencing systems right into Zoom. It will work because the class is just like a Zoom meeting. Zoom Room participants will be able to be on a shared video screen but to use quizzespolls, etc, they will also need to sign in from an individual device to use Class.


Q: Do I need to enable PMI in my Zoom settings for office hours to function?

A: Class uses the PMI (Personal meeting ID) of a user’s Zoom account. Enabling your PMI for your account is necessary to utilize the Office Hours feature. To learn more about Zoom’s PMI, click here.


Q: Is there a max file size for the share files feature?

A: Max file size in the share file feature is 128MB.


Q: Which video streaming services are supported on Class?

A: YouTube is currently supported on the Play Video and Browse the Web feature in Class.

Note: Please use https:// when sharing a website.


Q: Can I record class with screen shares locally?

A: Currently, local recordings can capture the video and audio of participants. Due to Zoom limitation, screen shares can not be recorded locally. To read more about the Zoom limitation here.


Q: What permissions does Class require for LTI?

A: To learn more about what permissions Class requires for LTI set up, please click here.


Creating Classes

Q: Who can create classes in Class?

A: Classes must be created by users that have a non-basic Zoom license. This is so the class isn’t cut short based on the Zoom 40-minute maximum meeting length. To learn how to create classes, click here.


Q: How many students’ email addresses and names can be added to the Class Roster?

A: Depending on the instructor’s Zoom License, they will be able to invite a max of 299 students using the “Add Students” text box pop up. Zoom licenses vary and can support up to a max of 300 participants, so 299 students + teacher = 300 participants. Click here to learn how to add students.


Q: Can you have more than one instructor in a Class?

A: Yes, you can have more than one instructor in the Class app. You can choose which instructor should be on the podium.


Q: Can a student delete a class on their schedule?

A: No, a student cannot delete a class on their schedule. An instructor has this capability. Once a class is deleted by an instructor, the students will no longer have any access to their assignments and grades. To see how to delete a class, click here.


Q: How is a Zoom cohost role handled in Class?

A: There are three options on how to handle a cohost role. The first option is to make the cohost an instructor. If you have multiple instructors, they will need to choose which instructor should be in the podium seat and move them to that seat. The second option is to set an alternative host when creating a class. The third option is to assign the cohost as a TA. The TA has a limited set of features that the instructor has. To learn more about roles, please check out user roles.

Here is a list of the features that an instructor has but a TA does not have.

  • Assign roles (ex: assign a participant as a TA)

  • Launch tabs

  • Launch assignments

  • Set on top view

  • Move to podium



Common Issues

Q: Why can’t I sign into Class?

  1. Restart your computer and open Class.
  2. Delete the app and then re-download the app.
  3. If you are still experiencing issues signing on, try to sign in via SSO or Google.
  4. Please confirm with your admin that you have been added to the teacher group and confirm you are using the same email account listed.
  5. If you are still having issues, please submit a support case.

Q: Why am I showing up as a student instead of an instructor?

  1. Please confirm with your admin that you have been added to the teacher group and confirm you are using the same email account listed.
  2. If you use SAML response mapping rules, exclude the Class teacher group from these rules.
  3. If you are still having issues, please submit a support case.

Q: Why can’t I create a Class?

  1. If your organization has passcode restrictions, this may prevent the class from creating successfully. You can change your organization’s passcode requirements or manually create acceptable ones. You can also create a class without changing the passcode from the Class auto-generated one.
  2. Make sure to select a time zone for each meeting.
  3. Log out and log back in if you are stuck on a loading screen while creating a class.
  4. If you are still having issues, please submit a support case.

Q: Why can’t I find my class on my class schedule in Zoom?

  1. Zoom puts the most recently created meetings towards the back page rather than the front. Go to your upcoming meetings page on the browser and scroll down to the bottom. Change the number of meetings from 15/page to Max and go to the final page.
  2. You can also search for the last 4 digits of the Meeting ID.

Q: Why am I stuck on the loading screen?

  1. Confirm that you are running the most up-to-date version of Class.
  2. Restart your computer and open Class.
  3. If this does not work, delete the app and then re-download the app. If you are still having issues, please submit a support case.

Q: Why is screen sharing settings not working for participants?

  1. Select the menu on the side of Screen Share. Allow All participants to share and allow all participants to share while someone else is sharing.
  2. Head to your system preferences –> Security and Privacy –> Privacy –> Screen Recording –> Allow Class app to record the contents of your screen, even while using other apps. This will reset the app and you will be able to screen share.
  3. If you are still having issues, please submit a support case.

Q: How do I enable screen sharing?

A: Head to your system preferences –> Security and Privacy –> Privacy –> Screen Recording –> Allow Class app to record the contents of your screen, even while using other apps.


Contact our Support Team

If you are an instructor or student, please contact your organization’s help desk for support with Class.
Your organization’s Class administrators may reach out to Class Support for further assistance.

Open a Support CaseEmail Support Team

Hours: Monday – Friday 9 am – 5 pm ET/CT/MT/PT  |  Premium SLA: 24 hours  |  Standard SLA: 72 hours
Class Support Services Guide