Why is my camera view black and white?
- The camera will revert to black and white when there is low light in the classroom, and will auto-adjust back to color when the overall light level of the classroom increases again. If you notice your device in black and white for a prolonged period of time, please contact our support team at support@kloud-12.com.
I see a red light on my camera. Does that mean someone is recording me?
- No - the camera uses a red sensor light to try to accommodate for lower levels of light input in the space. If you see a red light on your camera, this does not indicate the camera is recording or that someone is watching you. It is simply an extra light source in the hardware that helps the camera adjust to the light levels in the room.
Why is my camera view not showing?
- Occasionally, heavy traffic on the school or district network can delay the loading of the camera's video feed. Refreshing your browser window can sometimes resolve this issue. You can also close the Kloud-12 window and reopen it in a fresh tab, which will force a reload. Another possible cause of camera view not showing is that a shared user does not have Live View enabled for their access by the camera’s owner.
- If you are having issues with your camera’s Live View, please contact us at support@kloud-12.com. Our Tech Team can check if your camera has lost power or network access and will coordinate with your school's technology team for troubleshooting.
How can I go back in my camera view to see something?
- Your dashboard's camera view provides a live video stream of what is currently happening in your classroom. Live View does not support video controls like stop, play, and rewind. It's important to note that Kloud-12 cameras do not record anything on the user side unless an assigned camera user schedules a recording. The software allows for a simple one-time recording schedule setup that can cover all your instructional periods until the end of the school year, if desired. This setup is fully customizable by the camera user. Once your recording schedule is created, the camera will automatically record during the designated time blocks, with recording files delivered directly to your drive. This allows you to review any classroom activity recordings as needed.
Who do I contact if I’m having tech issues?
- For any inquiries or assistance, feel free to contact our support team at support@kloud-12.com. We're here to help resolve your concerns or questions as quickly as possible.
Where do I log in for my school?
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Each school has a unique IP address to access the dashboard, which will only work when used locally on the school or district network. An IP address is a unique identifier assigned to each device connected to a network, much like a home address for mail delivery. It consists of a series of numbers separated by periods. Your school's Kloud-12 address will be provided during onboarding. If you need this information again, you can contact your principal or reach out to us at support@kloud-12.com. Our team can verify your account and provide you with your school's login address.
I tried to log in and it said "No User Found." How do I make an account?
- Kloud-12 user accounts must be approved by school administration and created by our Tech Team on your school's server. If you need access to Kloud-12, ask your Principal for assistance, or reach out to us at support@kloud-12.com. We're happy to coordinate with your administration to get your account squared away!
I logged in, but it says "No Camera Access." Where do I access my camera?
- Camera access in the Kloud-12 system can happen in two ways: a user can be assigned as the primary owner of a camera, or a camera owner can share their camera with other Kloud-12 accounts within their building. In most cases, if a user is able to log in but encounters a "No Camera Access" message, it is because they are a shared user in a co-teaching room, where the camera owner has not yet granted access to the co-teacher. For assistance with your camera access, contact us at support@kloud-12.com. We'll verify your account and camera access with your administration and make any necessary changes.
Can I access the dashboard or my live camera at home or outside of school?
- No, users are only able to access their Kloud-12 account dashboards and cameras while on the school or district wifi, which means teachers cannot "check" on their class from home when a substitute is there. However, if you are on the school network you can pull up the dashboard on any device - tablet, phone, laptop, or desktop computer.
Can I share my camera view with my family and friends?
- No, you cannot share your camera view with anyone outside of your school district's staff. Access to the Kloud-12 system requires approval from the school administration and an account created by our Technical Team. Additionally, Kloud-12 can only be accessed on campus, while connected to the school or district network. For more information on your district's policy for camera access, please consult your principal.
What about when parents are concerned about their child being recorded?
- In our experience, school districts typically apply the same usage policy to classroom cameras as they do to surveillance and safety cameras, including those in hallways and on buses. Normally, parents cannot opt in or out of this security footage. Video access is limited to instructional personnel responsible for the student, which can include various school staff members like Special Education Case Workers for students with an IEP. This ensures that privacy is maintained while still allowing necessary access for educational and safety purposes.
Why does my browser have a "Not Secure" warning when I log in to Kloud-12?
- If you are seeing a "Not Secure" warning this is because the Kloud-12 application is operating over HTTP rather than HTTPS on your local network. However, this isn't a security concern since Kloud-12 runs on a local server within your district or school building, isolated from external internet threats. Due to its localized nature, typical browser-based encryption isn't necessary. For added security, we switch to HTTPS during the "login with Google" authentication and ensure encryption when transferring recordings to your Google Drive.
Can everyone see my recordings?
- Kloud-12 is designed to give teachers maximum control over their classroom cameras and recordings. Recording files are delivered directly to the Google Drive or OneDrive of the user who scheduled the recording through Kloud-12. Users retain control over managing their recording files, including the sharing of completed recordings. They can opt to share recording files individually or by entire time block folders. Rest assured, recordings remain inaccessible to others unless specifically shared by the teacher who owns them.
Why is Kloud-12 requesting access to my Google Drive?
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Many apps offer Google login, and when integrating with services like Google Drive, we must inform you about the permissions, which is why you're prompted to "Allow Access."
In Kloud-12, these permissions are only used for actions you initiate, like uploading videos, managing expired files based on your District’s Google quota, saving edited videos, or automatically sharing recording files based on your account settings.
Kloud-12 staff cannot access your Google account, password, or files. We only manage files created within the app based on your actions as the Kloud-12 account holder.
How long can recordings last?
- Recordings can be up to 2 hours long! There is no downtime between recordings and no limit on the number of recordings you can create in a day.
When can I access my recordings?
- Recording file availability relies on the school's network. Despite the typical 4-5 minute processing time on the Kloud-12 server, additional time is necessary for uploading files to Google Drive. Keep in mind, Kloud-12 recordings are video files up to 2 hours long, and multiple files may be transferring simultaneously across the network. This process can be affected by factors such as network restrictions, cable speed, and the district's internet service provider. Generally, it takes about 10-15 minutes from when the recording stops to when the processed file is delivered to the user's drive. If you notice longer than usual times, please reach out to us for assistance.
How do I save my recordings?
- After logging in to your Kloud-12 dashboard, scroll down below the Live Camera View to "My Completed Recordings." Once you've found the file you want to keep, simply click on the Star icon. This action will save the file both in your dashboard and your Google or OneDrive account. Starring the file in your drive will also apply the star to your dashboard. Additionally, you can save a recording by editing the file within the Kloud-12 dashboard, which creates a second, edited version owned by the user in their personal drive.
- Download any completed recordings that haven't been purged to your own computer by clicking the "download" button next to the recording in the "Completed Recordings" list of your dashboard.
Why does my recording status still say "Processing"?
- If the status indicates "Processing" and is in green or showing a % completion, it is likely currently undergoing the normal procedure and should finish within 10-15 minutes. At that time, the file status will update to "Completed."
- Occasionally, unforeseen technical issues can impact the normal workflow of a recording file and cause the status to get "stuck" in a processing state as the device attempts to complete and route the file. In this case, the status may say "Processing" in red. If you experience this issue, reach out to us at support@kloud-12.com. Our Technical Team will check your camera for any errors and attempt to re-process the recording.
I need a recording, but it's no longer in my account. Where did it go?
- In response to new storage limits for Google Education accounts, the Kloud-12 system automatically deletes recordings from Google Drive after a certain number of days from their upload date, retaining only the most recent recordings. By default, this time period is set to 14 days, though some districts may opt for shorter or longer periods. If you're unable to find a file, it may have been automatically overwritten due to this quota setting. Users can prevent the auto-deletion of files by starring or editing their recordings within the dashboard. Recordings that have been starred or edited before the quota period expires for that file will not be deleted. See this article for more info: Kloud-12 & Video Storage
I didn't have my camera set to record. What if something happens in my classroom during that time?
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Many of our districts utilize a Kloud-12 NVR that coordinates with the Kloud-12 classroom cameras. The Network Video Recorder (NVR) is a companion device that records a second camera video stream, providing authorized administrators temporary access to backup video footage that may have been missed by users. For example, if an incident takes place in a classroom with a Kloud-12 camera, but isn't captured by the assigned camera user, administrators can still review and download the footage using the NVR. This backup feature offers support to teachers in cases where their camera fails to record, or they lose access to the recording file through their account.
My recording says "Failed" - What happened?
- If you notice recordings in your dashboard marked as "Failed," it could be due to the camera losing power, or experiencing other network problems or device issues. Please contact us at support@kloud-12.com and our Technical Team will promptly investigate the matter. We'll collaborate with your school or district to troubleshoot and resolve any issues.
Do you have additional questions?
We're happy to help! Don't hesitate to contact us at support@kloud-12.com. We'll get you directed to the appropriate team to address your needs. Whether you need training assistance from our Customer Success team or help resolving account or camera issues from our Technical Support team, we've got you covered.
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