FAQ, relating to:
Account
How do I get an account?
If you're brand new to us and you'd like to speak to a team member about purchasing IRIS Connect, please give us a little information about yourself by filling out this form. We will be in touch shortly after to discuss your needs.
If your organisation is already using IRIS Connect and you'd like to have an account, we recommend contacting an organisational admin. If you're unsure who that may be, please contact the support team and we'd be happy to assist you.
How long does the account activation link last?
The initial link in the activate account email lasts for 186 days. However if the user clicks the password reset link, or an admin resends the validation email, before their account is activation then this link is only valid for 24 hours.
Why can’t I log in? I am confident I’m typing my password correctly.
There are a couple reasons why you may be having trouble. First, make sure you're using the correct URL for the platform. The URL is based on your region and they are not interchangeable. Similarly to the Record app, make sure your region is correct on the sign in page.
Europe: europe.irisconnect.com
United States: us.irisconnect.com
Oceania: oceania.irisconnect.com
If the region is correct and you're still having trouble, you may mean to be using a Single-Sign On (SSO) option. Common SSOs are Google and Microsoft, or they may be org specific, such as TeachFirst, etc.
Visit our article on Single-Sign On for more information.
If you're still having trouble, we recommend you reset your password. Click your region's URL above and then the "Forgotten Your Password?" link to receive a reset email.
How long does the password reset link last?
24 hours.
Managing Users
How do I add users to my organisation?
To add users to your org, you will need to be an Admin-level user. Each user needs license. If you have licenses available, follow this guide on How to Add Users. If you've used all your licenses and need to purchase more, please contact your sales rep. If you're not sure who that is, or if you have one, you can contact us here. If there are users who have an active license that no longer need one, you can also free up licenses by deactivating others. See next question for more information.
How do I deactivate users who no longer need access to their accounts?
If a user no longer needs a license, an Admin can deactivate the account. Deactivating one user frees up a license for another. The deactivated user will no longer be able to login. That user can be reactivated at any time, with a license available, and their previous content will be available again. If you'd like to delete a user, their content will be unrecoverable 90 days after deletion. To find out how to, visit our article on Managing and Editing users.
Record app
How do I update my Record app?
It is always best practice to keep your Record app up to date. To check if your device is running the newest version, click here for Apple, and here for Android. Visit the Apple app or Google Play store to update. We recommend turning on automatic updates to avoid manually updating each time.
If you are using an Android device on our remote management system aka "MDM", like all TeachFirst users, you will need to update your app in by clicking an icon on the home screen of your device. Visit the MDM Android app update section of our Update your Record app article to view a screenshot of how to if you're unsure.
If you are using an Apple device on our remote management system (US customers only), automatic updates should be turned on. Leave the device open and connected to internet and your apps should kick into update. If it's being stubborn, feel free to contact us.
Recording / Uploading
Why is my recording stopping early because of “low memory”?
If you're using your own device and your video stopped mid recording, you may have received a message regarding low memory. If this happens, you will need to free up storage space on your device. We recommend approximately 6GB of free space on your device.
It's about 2GB/hour for medium-quality recordings. Approximately 6GB (3x) is needed in order to encrypt the file and add audio tracks. The encrypted copy is automatically deleted once successfully uploaded and the storage space will be freed up again.
See more about our Minimum Technical Requirements here.
My video has an error message, what do I do?
If your video is in error, it could be for a variety of reasons. First, make sure you're connected to the internet as it's required for uploading. Within the Record app, click the cloud icon, then the Reflection in error. Here you'll see an error message, which may help you diagnose the issue.
Check out our article Record app not Uploading to help with initial troubleshooting steps.
If you continue to have trouble, feel free to contact the support team. We recommend the live chat feature for real time assistance during business hours.
I need an OTP code to save my video to my gallery. How do I get that?
If your recording is in error, you may be tempted to click the option to save your video to the device's gallery. To do so, an OTP code from the support team is required. As downloaded data is at a risk of being compromised, the support team will want to try several other troubleshooting steps before resorting to this option. If you're stuck and require assist with troubleshooting, please contact the support team.
Reflections / Web Platform
Can I download my recordings?
Downloading is a restricted feature to ensure data security is maintained. Downloaded data is at a risk of being compromised. Whilst downloading isn’t by permitted by default, we understand there are occasions when it may be needed. Org Admins can request downloading be enabled. It can be requested for single or select users, or the entire organisation. It can also be requested temporarily, or permanently.
To request it be enabled, have an Admin visit your region specific link found on our How to Download guide and fill out the request form.
How do I listen to the other audio channels of my reflection?
If you've connected a bluetooth microphone (or two) to your recording device and have multiple audio mode enabled (default), your video will have multiple audio tracks. Multiple audio mode allows the built-in mic of the device to capture audio at the same time as your microphone(s). After uploading, your can switch between audio channels. To do so, click the microphone icon on the video player and select which track you'd like to play. More information on Multiple Audio Mode here.