Q: I filled out a membership application, but haven't gotten any e-mail with my membership information. What's up?

A: It could be that you typed in your e-mail address incorrectly by accident, so our e-mail reply with your account information bounced, and we can't reach you.

If you know your username and password, log in to Tapped In, click on the Me tab, then click on Settings, and look for your profile. Click edit profile to update your e-mail address.

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Q: My e-mail address changed, who should I tell so the newsletter and other mailings go to the right place?

A: Log in to Tapped In, click on the Me tab, then click on Settings, and look for your profile. Click edit profile to update your e-mail address.

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Q: What is this "Tappedin transcript" e-mail that I received?

A: Whenever you visit Tapped In, you receive a transcript of any conversations that participated in. This transcript is mailed 5 minutes after you log out. If you log out and log back in within 5 minutes, the system remembers where you were and continues recording on the old transcript. If you log in and log out immediately, or talk to yourself alone in a room, there will be no text in your transcript. The transcript only records dialogue that you have with others in Tapped In, either through chat or through private messaging.

Most of our members like getting a transcript of their conversations, and if you are taking a class online, many professors require you to turn transcripts in for credits. We don't have a way to turn off this feature right now, but we plan to offer that option in the future.

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Q: What if I don't receive a transcript?

A: Transcripts might take awhile to get to you, depending on factors such as how busy the system is, network lag, and any email scanning by your email service provider. Give the system at least a half an hour after you log out to send the transcript to you.

If you have never received any transcripts of conversations you've been involved in, log in to Tapped In and verify that that the email address associated with your account doesn't have a typographic error in it. You can verify and change your email address under the Me:Settings tab. Also, make sure that you are checking the email account that you are registered under.

If you've received transcripts before but seem to be missing a particular transcript, scan any other transcripts you received around the same time; sometimes our transcript system appends one transcript at the end of another. Your transcript might be appended to the bottom of other transcripts you received around the same day.

If you can't find a transcript or accidentally deleted it, you can get another copy of it. To do so, just log in to Tapped In, click on the Me:Places tab, and then click the "Retrieve chat transcript" link. Select or enter the room name. The next page will prompt you for the start and end time. Note that you must have been in the room during the times indicated. (For privacy reasons, the system will not provide transcripts unless you were present in the room during that entire timeframe.)

If you're still having problems receiving emailed transcripts, it's possible that your email service provider has mis-identified your transcript as spam and filtered it, or your mailbox is full so that new messages are not being stored. If you suspect that either of these might be the problem, contact your email service provider.

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Log In and Connection

Q: I can't log in with my account. What do I do?

A: First, make sure you are entering the password exactly as it was sent--passwords are case sensitive, so, for example, r8ZaBc is not the same as R8ZAbC. Also make sure you aren't typing typing quotes around your member name or password, and you are mot typing any spaces in your member name.

If you have forgotten your password or member name, you can request that your password be reset and sent to you automatically, along with your member name.

If your newly reset password does not allow you to log in and you are sure you are typing it in or copying it correctly, try deleting your browser history, cache, and any cookies for this site.

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Q: I forgot my username. Can you tell me what it is?

A: You can request your username here by entering your email address and clicking "Just Tell Me My Username." If the system can't find a username for your email address, it may be that:

You registered under another email address. Try other addresses that you may have used when you registered.
You did not explicitly register to be a member of Tapped In. If you are a member of the "old" Tapped In, your old Tapped In account will not work in TappedIn. You must sign up for a Tapped In membership separately.
You entered a typo in your email address when you originally registered. Contact us if you think this might be the case, and tell us your full name and we'll search for you in the system by hand.

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Q: I forgot my password. Can you send it to me?

A: We don't know (and can't find out) your password; it's secure even from us! But you can request that your password be reset and sent to you automatically, along with your member name. After you receive your new password, you can change it to something you'll remember after you log in (click on the Me tab, then on Settings, then on "change password").

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Q: How do I change my password?

A: Log in to Tapped In, click on the Me tab, then click on Settings, and look for your login information. Click "change password" and enter a new password. Your password must be at least 5 characters long.

If you have forgotten your password or member name, you can request that your password be reset and sent to you automatically, along with your member name.

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Q: After I log in, it says my browser will pop up a new window, but it doesn't. Why?

A: You may have a pop-up window blocker installed, or your browser may be set to block pop-up windows (this is often done to avoid pop-up ads). Just click on the link provided, or you temporarily disable your pop-up blocker if you prefer.

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Q: I can't seem to connect even with chat disabled, what could be wrong?

A: Cookies or Javascript may be disabled in your browser. They need to be enabled to log in, even without chat. Read about how to enable cookies and enable Javascript.

If you get an error relating to "DNS Lookup", it could be that the domain name server for your ISP is having problems. A domain name server just maps names like "tappedin.sri.com" to an IP address, like 128.18.30.180, which points to a particular computer on the internet. If you get an DNS error, try typing in 128.18.30.180 for the host, instead of tappedin.sri.com.

If you still have problems, it could be that you're behind a firewall that doesn't allow access to certain ports on other computers (we use ports 8000 and 80). See what to do if you think you might be behind a firewall.

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Q: I get in, but then after a few minutes I keep getting booted off line. What's up?

A: What might be happening (which is somewhat common) is that your PPP connection is timing out because the computer thinks you are not active. Check your AOL or PPP settings to determine this. If that's not the case, then contact us with more specifics about what is happening when you get kicked offline. Is your modem connection terminating? Is Netscape quitting? Is your computer freezing?

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Q: On the log in page, what does "Remember my ID on this computer" mean?

A: When you log in using your Tapped In username and password, your browser can "remember" this information through a cookie, which is a text string that gets entered into the memory of your web browser. This cookie is used to log you in automatically (no prompt) when you click "enter community" or go to a bookmark inside of Tapped In.

This cookie will stay on your computer for 30 days or until you click the "Logout" link in Tapped In (upper right corner), whichever happens first. If you want your computer to remember the cookie, check the box and click the close box on your web browser window when you leave Tapped In instead of clicking "Logout".

Should you check it or not? If you are using a shared computer (in a classroom, lab, library, Internet cafe, or other common area), do not check the "Remember my ID on this computer" box. If you are concerned that others might accidentally see your Tapped In office or personal areas, do not check the box, or make sure to click "Logout" when you leave your computer. This will ensure that we ask for your Tapped In username and password the next time you access Tapped In.

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Q: What are cookies and why do I have to have them enabled to log in?

A: A cookie is a text string that gets entered into the memory of your web browser when you log in. It's like a "credential" or a "key" that proves your identity. This credential expires after awhile. Every time you go to a web page in Tapped In, our server checks this cookie to verify that you have access to the page you are requesting. It's both a security measure and a way to personalize the pages for you.

Cookies are required for using Tapped In. See our our browser configuration checker to determine if cookies are enabled in your browser. To enable cookies in...

Windows IE: Select Tools/Internet Options, click the Security tab, click the Custom Level button at the bottom, scroll down to the section named Cookies, and make sure the Enabled button is selected.

Mac IE OS 9: Select Edit/Preferences, scroll down and click on Cookies, For the menu item "When receiving cookies" select either "Never ask" or "Ask for each site".

Mac IE OS X: Select Explorer/Preferences, under Receiving Files, select Cookies. For the menu item "When receiving cookies" select either "Never ask" or "Ask for each site".

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Q: What browsers work best with Tapped In?

A: Windows: On Windows, we have tested the system with Internet Explorer, Netscape, and Firefox, and all seem to work fine.

Mac OS X: On Mac OS X, we have tested the system with Internet Explorer, Netscape, and Safari, and all seem to work fine. Users have reported problems with certain versions of Firefox, so if you are having problems with Firefox, we recommend that you use Safari. Also consider running Software Update to make sure you have the latest system updates.

Chat

Q: I can't get chat to work. What's wrong?

A: First, make sure that you did not uncheck the "Enable chat" box when you logged in. If, once you are logged in, the bottom left corner of your screen has a link that says "enable chat", click it. (If is says "disable chat", don't click it.)

If the bottom part of your screen, where chat should appear, instead shows a message: "Could not connect to tappedin.org:8000" then it is likely that you are behind a firewall and need to ask your system administrator to unblock port 8000. Another (less common) possiblity is that your proxy server needs to be adjusted.

If the bottom of your screen is just a plain gray or white rectangle, it suggests that your browser does not support Java, or you need to enable Java.

There is also a particular bug with Mac OS 9 that you should read about. There is also a very rare issue that has come up a couple times with Intel-based Macs; if you have an Intel-based mac see the bottom of the Mac OS X FAQ.

If you are on Windows XP you may need to install Java on your machine. AOL's web browser doesn't support Java, so we recommend that you use Internet Explorer if you're on AOL.

Also, you may want to run Software Update (Mac OS X) or Windows Update (Windows) to make sure you have the latest system and security updates. Software Update on Mac OS X will also update your version of Java, if necessary.

See other questions about chat on this page for more information.

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Q: Chat used to work with Internet Explorer on Mac OS 9 but now it doesn't even load. What's wrong?

A: On Mac OS 9, MRJ 2.2.4 is buggy, so if you have this version you will need to upgrade to MRJ 2.2.5. In addition, there is a bug with MRJ 2.2.3 and higher where applet jars may randomly fail to download fully. If this happens, the chat applet will be cached on your computer in a bad state and will likely not load at all. If your chat applet is not loading all of a sudden, but it used to load before, this is likely the problem. (The browser's "empty cache" button will not fix this.)

There is a workaround. If this happens to you,

Quit your browser
In your file system, manually delete the cached jar files by hand. Go to
System Folder:Application Support:MRJ Cache
and drag all of the files inside of this MRJ Cache folder into the trash and try again.

Another option is to disable jar caching in MRJ entirely. To do so, create a text file named "mrj.properties" (use any text editor, like SimpleText) with the contents

com.apple.mrj.useJarCaching false

and put it in

System Folder:Extensions:MRJ Libraries:lib

The disadvantage of disabling jar caching is that your browser will have to download the applet every time you log in, which may cause a slight delay particularly on dial-up connections.

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Q: I can't get chat to work on Mac OS 9. What's wrong?

A: First, try restarting your browser or your computer to see if this helps.

Mac OS 9 and below: In OS 9 and below, we only support Microsoft Internet Explorer (IE). The implementation of Java in Netscape on OS 9 is buggy and no longer supported by Netscape, and we simply can't get it to work reliably. With IE, you need to select Apple MRJ as the default Java Virtual Machine in the Edit/Preferences/Java window. See more about Internet Explorer and MRJ on Mac OS 9. Note: there is a bug with Apple MRJ that can cause chat to fail to load, and a solution that you should read about.

Also make sure that Java, JavaScript, and Cookies are enabled in your browser (they are by default, unless someone turned them off). See our our browser configuration checker.

If you can't get chat work, you can still log in with chat disabled.

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Q: I can't get chat to work on Mac OS X. What's wrong?

A: First, try restarting your browser or your computer to see if this helps.

On Mac OS X, we have tested the system with Microsoft IE, Netscape, and Safari, and all seem to work. If you are having problems, restart, and perhaps try a different browser; let us know if one browser works for you but another doesn't. Also consider running Software Update to make sure you have the latest system updates.

Also make sure that Java, JavaScript, and Cookies are enabled in your browser (they are by default, unless someone turned them off). See our our browser configuration checker.

Finally, if you have an Intel-based Mac (not PowerPC), check this out. It's a rare problem, but we've seen it. In the Finder, navigate to your browser (in Applications), and select it. Do a Get Info on the browser (File/Get Info). At the top of the "General" section, does it say "Kind: Application (Universal)"? It should. At the bottom of the "General" section, confirm ath the "Open using Rosetta" box is not checked. If it is checked, uncheck it. Then quit and relaunch your browser and try again.

If you can't get chat work, you can still log in with chat disabled.

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Q: I read that I need MRJ. What is MRJ and how do I get it?

A: On Mac OS 9, Internet Explorer works best if you select Apple MRJ (we recommend MRJ 2.1 or higher) as the default Java Virtual Machine. You can download MRJ here.

Once you've installed MRJ, launch Internet Explorer, and under Edit/Preferences/Java, choose Apple MRJ as the virtual machine.

There is a bug with MRJ 2.2.3 and higher that can cause chat to fail to load and a solution that you should read about.

MRJ stands for Macintosh Runtime for Java. MRJ is a Java Virtual Machine (JVM) for the Mac, developed by Apple.

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Q: I'm on Windows and chat doesn't work. What's wrong?

A: If you are using Windows XP, you may need to install Java, specifically the Java Runtime Environment (JRE), which allows you to run Java applications on your computer. To install Java go to http://java.com and click "Download Now", then click the first "Download" button. If you have pop up windows disabled in your browser, you will need to enable them for the Java.com website.

Also make sure that Java, JavaScript and Cookies are enabled in your browser (they are by default, unless someone turned them off). See our our browser configuration checker.

If you still have problems, verify that you aren't behind a firewall.

Also consider running Windows Update and make sure you have all the critical Windows updates installed.

Lastly, if you're using an older browser, consider updating to a newer version. Internet Explorer (IE) 5.0 and Netscape 7.0 or higher should work well. Netscape 4.06 or higher and IE 4 or higher seem to work, but haven't been tested as thoroughly. Netscape 4.0x has some bugs in its javascript support, and IE 3.0 also has problems (e.g., JScript errors). In general, the 5.0 or higher versions are better bets.

If upgrading your browser doesn't help, try to log in with chat disabled.

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Q: I'm using AOL and I can't get chat to work on my computer. What do I do?

A: AOL's web browser does not support Java, and goes through their proxy server. The latter reason is the main reason why you can't use the AOL browser with Tapped In. You can get around this problem by running another browser like Internet Explorer when you are connected to AOL.

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Q: How do I know if my browser has Java and JavaScript enabled?

A: See our our browser configuration checker. If it says that Java and/or Javascript are off, then you need to enable them in your web browser. To do that for...

Windows IE: Select Tools/Internet Options, click the Security tab, click the Custom Level button at the bottom, scroll down to the section named Microsoft VM and make sure Java is enable (Medium Safety is fine). Then scroll down to Scripting and make sure Active Scripting radio button is enabled.

Mac IE OS 9: Select Edit/Preferences, scroll to the end and click on Advanced, make sure Java and Javascript are enabled (i.e. the checkboxes checked)

Mac IE OS X: Select Explorer/Preferences, under Web Browser click on Java, select Enable Java. Under Web Content select Enable scripting (under Active Content at the bottom) to enable Javascript.

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Q: I have Netscape and I can't get chat to work. What should I do?

A: We do not support Netscape on Mac OS 9 or below because Netscape's implementation of Java is buggy and not supported. We've also noticed problems with Netscape 6.0 on Windows and older versions of Netscape on Mac OS X. Netscape 7.0 and higher seems to work fine on Windows and OS X.

Internet Explorer 5.0 and higher works well on Windows or the Mac , as does Safari on OS X, so if you've upgraded to the latest version of Netscape and still continue to have problems, consider trying these alternate browsers or log in with chat disabled.

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Q: My school has a proxy server and I can't get chat to work. What can I do?

A: Your proxy may change the IP address of requests from your computer (the one behind the proxy). If so, when the chat applet tries to send a message from your computer to the Tapped In server, the proxy might block the outgoing request, or ignore the replies from the server to your computer. To fix this, ask your system administrator to configure the proxy to allow a conversation starting from your computer (TCP outgoing), proceeding to the Tapped In server (tappedin.org), and then returning on port 8000. A single TCP connection will then be established for the duration of the chat session, originating from your computer.

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Q: I'm behind a firewall and can't get chat to work. Is there anything I can do?

A: If you see an error "could not connect to tappedin.org:8000" in the chat area, you need to contact your system administrator and ask him or her to open port 8000 to outgoing TCP traffic. (Port 80 also needs to be open for http traffic, but that the common web page port, so if you are reading this, it is already open!)

More specifically:

Port 8000 is for TCP traffic to the Tapped In chat server. Port 8000 must be open for a socket connection, not just http, to enable chat.

From the perspective of your system administrator, port 8000 needs to be open for outbound traffic only, not incoming traffic, which means that it is not a security risk. Opening this port should be a simple change to the configuration, taking only a few minutes. If you want an even smaller "hole" in your firewall, just open this port for the IP address of 128.18.30.180.

More background on why we use port 8000 for chat:

Tapped In has two parts, as shown in this a picture of the interface: an upper web area that uses the standard web port (80), and a chat area that requires a separate, dedicated port through which the chat server pushes updates to the client when someone in the room speaks. Our chat system is similar to other instant messaging software (like AOL, YIM, MSN), which usually choose a fixed or random high port that is open to send traffic. Some instant messaging software will also poll on port 80 if no higher ports our open, but our our chat does not have that functionality; in addition, some system administrators explicitly want to block anything except web traffic, and dislike it when instant messaging software "goes around" their efforts by using port 80. We chose a fixed port, 8000, for chat since it is usually open (in our experience, and from what we've read), and if not, administrators can open it in a few minutes by adding a line to the firewall that allows outgoing TCP from port 8000, without compromising security.

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Q: Sometimes when I move to different rooms, the chat and web frames get out of sync. What's up?

A: We've seen this problem in Internet Explorer (IE), and it has to do with page caching by the IE browser. Our web site asks your browser not to cache pages, but IE (unlike other browsers) ignores this standard nocache request. So, if you move around between rooms, then go back to a room that you visited a few minutes ago, IE may not send that request to our server; instead it will just show you the (old) page it has cached locally. If our server isn't notified, it has no idea that you've gone into that room, and thus doesn't know to tell chat to update.

Possible workaround are:

Use Netscape or Safari or Mozilla (which respect the nocache request).
Edit your IE preferences to turn off caching (under Tools/Internet Options/Settings, choose "Check for newer versions of stored pages: Every visit to the page").

The other workaround that we are looking into is to tag a random parameter onto every URL to "fool" IE into thinking that every page request is new (so it won't try to use a cached version). This is what some other sites do to get around this annoying Microsoft "feature."

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Screen Size

Q: The Tapped In window doesn't fit in my screen, and I can't see all of it at one time. Can I fix this?

A: Yes. If you have already tried resizing your browser (click on the lower right corner and drag the window to a new size) without luck, You may need to adjust your screen size resolution. You'll need to set it to at least 800 x 600 pixels.

If you are using a PC, click on Start and go to your Control Panel (in Settings. Then click on Display. Then click on the Settings tab. You will see your screen size resolution at the bottom left-hand corner. Adjust to it to 800 x 600 pixels or higher. This will cause the Tapped In window to become smaller. If the font size in Tapped In is too small for you to read, but you want to keep the smaller window size, simply click on Preferences in the Tapped In window and increase the font size.

If you are using Mac OS 9, you can click on your control strip and select the button for screen size resolution. You will want to click on the picture of the monitor. It is a black and white checkered square on the control strip.

If you don't have your control strip turned on, go to the Apple menu (upper left hand corner) and select the "Control Panels" folder and then either the "Monitors" or the "Monitors and Sound" control panel depending on what version of Mac OS you are running. When you open the the "Monitors" or the "Monitors and Sound" control panel your resolution choices will be on the right side of the screen.

We recommend selecting 1024 x 768 if you have that option or at least 800 x 600. (The larger the numbers are the more "screen real estate" you will have to see more of web pages or other windows.)

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General Topics

Q: What is the underlying purpose of Tapped In?

A: Teacher professional development (TPD) is a critical component of education reform and school restructuring. In practice, many exemplary TPD efforts find it difficult to maintain support for teachers after an institute or workshop, to encourage sustained interaction among participating teachers. Teachers have difficulty finding, and finding the time to particpate in, high-quality professional development activities.

These issues have motivated several nationally-recognized K-12 TPD organizations and SRI to build a new vision of on-line professional development based on the premise that learning to implement reform-based teaching practices occurs most effectively (a) within an environment that supports rich collaborative discourse and (b) surrounded by a well-established and diverse community of practice engaged in the work of education reform. We envision a virtual place where teachers with diverse interests, skills, and backgrounds can meet and learn from one another; where teachers can be exposed to not one but many education reform concepts and approaches; where teachers can find high-quality resources in minutes rather than hours; and a thriving teacher community practicing these aspects of their profession on-line. Tapped In was developed to support this vision.

Learn more about our vision.

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Q: What services do you provide?

A: Tapped In helps professional development projects, education agencies, philanthropic organizations, and for-profit organizations use the Internet to connect with and support teachers online. Our staff help organizations to quickly and effectively plan and manage online courses, workshops, seminars, mentoring programs, and other collaborative activities that supplement, or function in lieu of, face-to-face activities.

We alleviate much of the burden of training participants to interact effectively online through our real-time, online Help Desk service. We also host small-group After School Online activities that teachers attend before their online project begins, thereby enabling the teachers and TPD staff to focus on learning content, not learning to communicate. Finally, because Tapped In does not shut down when a project ends, we can provide continuing support to teachers whose TPD project has come to an end. Teachers can continue to learn about new ideas and emerging technologies as professionals in other professions do through informal networking with colleagues.

Learn more about our services and software features.

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Q: What can educators do here?

A: Tapped In brings educators together both locally and worldwide to cultivate a community that supports each teacher as a professional. We build the capacity of teachers to support one another through peer networks supported by the Tapped In community. Educators

Plan and conduct learning projects with colleagues and students.
Participate in or lead topical discussions and groups. (See our calendar.)
Manage and attend courses offered by TPD providers.
Find resources, experts, and new colleagues.
Serve as resources for other educators.
Try out new ideas in a safe, supportive environment.

Read about how others use Tapped In. Have and idea that you'd like to try out online? Let us know! We may be able to help you succeed.

Have a question about Tapped In? Log in and get real-time help from HelpDesk staff or contact us get answers fast. You can also volunteer be HelpDesk staff!

New to Tapped In or simply need to brush up? Attend our Tapped In Tours and Tips sessions. (Dates and times posted on the calendar.)

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Q: Can I bring my K-12 students into Tapped In?

A: Yes. However, K-12 students must be sponsored by one or more Tapped In members who take responsibility for their conduct, under the terms for bringing K-12 students online. Students are given temporary, limited accounts the expire after a few months (when the student group they belong to gets archived or deleted), and students can only enter rooms in the Student campus. We do this to guarantee privacy and security for our Tapped In members. Learn more about bringing K-12 students online.

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Q: Whatis Tapped In etiquette?

A: With the influx of hundreds of new members every month, we have been asked many times, "What is appropriate Tapped In behavior?" The answer is: professional behavior. Tapped In is a place for professional development, and behavior that is appropriate at a conference or at work is appropriate in Tapped In. Logging into Tapped In has been compared to attending a professional development workshop or conference. Everyone knows that sometimes workshops and conferences have moments of silliness, but that's not their purpose.

Public Spaces. The Tapped In Reception is the most public space, as most people "land" there when they log in. HelpDesk folks frequently are found there waiting to help new people. It's also a great place for meeting new people since it's frequently quite a lively place. When a new person (either a member or a guest) logs in, the HelpDesk person will typically greet the person and if they appear to be new, will tell them how to talk. When new folks log in, members in Reception should welcome them into the conversation, or be quiet so as to not scare them off (lots of text scrolling by on the screen can be overwhelming). Other public spaces include the conference rooms, cafe, and the After School Online (ASO) Room just outside of the Tapped In Reception (first floor of the Tapped In building). These are convenient place to step into to take a conversation out of Reception (for the ASO room, make sure a meeting is not in session.)

Private Offices and Group Rooms. Any member in Tapped In may create their own private office or group room to insure a quiet meeting place for colleagues. When you are in these rooms, it is up to you to set up your own norms about what is appropriate behavior. If you would like help learning to hold an effective meeting online, or would like to know more about Tapped In partnerships (how to get a room on the second floor) contact us and let us know. We're glad to help.

Other Tips. If you see someone online who is in their private office, private message them and ask first if you may join. It's polite and gives them warning.

If you have any questions about Tapped In don't hesitate to ask. Almost anyone online will be happy to help if they know the answer. We're a community!

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Q: What does Tapped In do with my personal information?

A: Tapped In takes your privacy seriously. We do not sell or give away user information. See our privacy policy for more information.

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Q: Why do you require that I specify my gender?

A: We require that you specify your gender so that the system can apply the appropriate pronoun when referring to you to avoid awkward phrasing. In addition, our commitment to the metaphor of a professional conference facility suggests that we attempt to convey the same information about the people with whom you are conversing that you would discern in a face-to-face conversation. Our experience has been that people feel that it is awkward conversing with people who have gender neutral names because they fear that using the wrong pronoun may insult the other person.

Gender information is also used to assign a default male or female "cameo" icon to your profile page. When a person reads your profile page, they see that icon. You can replace the default (gendered) icon at any time by uploading your own icon under Me/Settings.

We also use gender information for research purposes. See our privacy policy for more information.

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