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Please provide steps for user to clear their the cache or try using another browser.  

Sample Canned Answer

You may need to clear the cache in your web browser by doing the following:

1. Open your web browser
2. Press CTRL+SHIFT+DELETE keys (if using Windows) or Command+Shift+Delete (if using a Mac) to open the clear browsing data page
3. Set to clear the following items from:  the beginning of time or Everything or All
4. Select the boxes for cache, cookies, browsing history, download history
5. Click CLEAR BROWSING DATA or Delete or Clear
6. Close out of your web browser completely and then re-open.

A knowledge article about recommended browsers can be found is posted here

If user is you are still having issues, Please provide the following link for user to please contact for further support:  https://mcmasteru365library.sharepointmcmaster.comca/sites/Echo360KnowledgeBase/SitePages/Support.aspxservices/lecture-capture-echo360  

Echo360 support

Seeking technical assistance for Echo360?  Contact Campus Classroom Technologies.

905-525-9140 ext. 22761

cct@mcmaster.ca

For Instructors:

• https://mcmasteru365.sharepoint.com/sites/Echo360KnowledgeBase/SitePages/Instructors.aspx

For Students:

• https://mcmasteru365.sharepoint.com/sites/Echo360KnowledgeBase/SitePages/Students.aspx