Technical Support

Getting Support

The RUC IT Center provides comprehensive support for all our software products. Whether you're experiencing technical difficulties, need installation assistance, or want to learn about advanced features, our support team is here to help.

Support Channels

📧 Email Support

• General Support: support@ruc.edu.kg
• Technical Issues: tech@ruc.edu.kg
• Installation Help: install@ruc.edu.kg
• Bug Reports: bugs@ruc.edu.kg

Response time: Within 24 hours for general inquiries, within 4 hours for urgent issues

🔗 GitHub Issues

For software-specific issues, you can report problems directly on our GitHub repositories:

• AutoSlides: Report Issue
• AutoSlides Extractor: Report Issue
• Yanhekt Downloader: Report Issue

📞 Emergency Support

• Phone: +996 312 123 457 (Critical issues only)
• Available: Monday-Friday, 9:00-17:00 (GMT+6)

Frequently Asked Questions

🖥️ Installation Issues

Q: I get a security warning when installing on macOS. What should I do?

A: This is normal for applications downloaded from outside the Mac App Store. Run this command in Terminal:

sudo xattr -d com.apple.quarantine /Applications/[AppName].app

Replace [AppName] with the actual application name (AutoSlides, AutoSlides Extractor, or Yanhekt Downloader).

Q: The Windows installer is blocked by antivirus software.

A: Our software is safe and doesn't contain viruses. Add an exception for our installer in your antivirus settings, or temporarily disable real-time protection during installation.

Q: I downloaded the wrong version for my system. How do I know which one to choose?

A: Check your system architecture:

• macOS: Apple Menu > About This Mac. Look for "Chip" (Apple Silicon/M1/M2) or "Processor" (Intel)
• Windows: Settings > System > About. Look for "System type" (x64 or ARM64)

⚙️ Configuration & Setup

Q: How do I configure AutoSlides for my specific video platform?

A: AutoSlides automatically detects Yanhe Classroom, but for other platforms:

1. Go to Preferences > Website Configuration
2. Create a new configuration profile
3. Adjust detection settings and capture regions
4. Test with a sample video

Q: AutoSlides Extractor is not detecting slides correctly. What should I adjust?

A: Try these settings:

• Reduce detection interval (try 1-2 seconds)
• Switch to "Default" comparison method
• Enable double verification
• Use region-based detection if slides occupy only part of the screen

Q: Yanhekt Downloader authentication fails. What's wrong?

A: Authentication issues are usually caused by:

• Expired login credentials - re-login to Yanhe Classroom
• Network connectivity issues - check your internet connection
• Platform updates - ensure you have the latest version

🚀 Performance Issues

Q: The software is running slowly or using too much memory.

A: Performance optimization tips:

• Close other applications to free up system resources
• For AutoSlides Extractor, reduce concurrent processing or frame quality
• For Yanhekt Downloader, limit concurrent downloads
• Clear application cache and temporary files
• Restart the application if it's been running for extended periods

Q: Downloads are very slow in Yanhekt Downloader.

A: Improve download speeds by:

• Reducing the number of concurrent downloads
• Using a wired internet connection instead of Wi-Fi
• Downloading during off-peak hours
• Checking if your ISP has bandwidth limitations

Common Error Messages

❌ "FFmpeg not found" Error

Cause: Video processing components are missing or corrupted.

Solution:

1. Reinstall the application completely
2. On Windows, ensure the installation directory has proper permissions
3. On macOS, check that the app bundle is intact
4. Contact support if the error persists

❌ "Network Connection Failed" Error

Cause: Unable to connect to required services.

Solution:

1. Check your internet connection
2. Verify that your firewall isn't blocking the application
3. Try connecting from a different network
4. Contact your IT administrator if using institutional network

❌ "Insufficient Permissions" Error

Cause: Application lacks necessary system permissions.

Solution:

1. Run the application as administrator (Windows)
2. Grant necessary permissions in System Preferences (macOS)
3. Ensure write access to chosen output directories
4. Check that antivirus isn't blocking file operations

System Requirements Check

🖥️ Minimum Requirements Verification

Component	Minimum	How to Check
Operating System	Windows 10 / macOS 10.14	Settings > System > About (Windows) Apple Menu > About This Mac (macOS)
RAM Memory	4GB	Task Manager > Performance (Windows) Activity Monitor > Memory (macOS)
Storage Space	1-5GB available	File Explorer > This PC (Windows) Apple Menu > About This Mac > Storage (macOS)
Internet Connection	Broadband recommended	Test at speedtest.net

Reporting Bugs

🐛 How to Report a Bug Effectively

Help us fix issues faster by providing detailed information:

Essential Information

• Software Version: Check About dialog or release notes
• Operating System: Include version number
• Steps to Reproduce: Detailed sequence of actions
• Expected Behavior: What should have happened
• Actual Behavior: What actually happened
• Error Messages: Full text of any error dialogs
• Screenshots: Visual evidence when applicable

Additional Helpful Information

• Log files (if available)
• Hardware specifications
• Other software running simultaneously
• Network configuration (for download issues)
• Frequency of the issue (always, sometimes, once)

Feature Requests

💡 Suggesting New Features

We welcome suggestions for improving our software. When requesting features:

1. Check Existing Requests: Search GitHub issues to avoid duplicates
2. Describe the Use Case: Explain why the feature would be useful
3. Provide Examples: Show how the feature would work
4. Consider Alternatives: Mention any workarounds you've tried
5. Estimate Impact: Who would benefit from this feature?

Documentation & Tutorials

📚 Learning Resources

• User Guides: Comprehensive documentation for all software
• Video Tutorials: Step-by-step visual guides (coming soon)
• FAQ Database: Searchable knowledge base
• Best Practices: Tips for optimal usage

Community Support

👥 User Community

Connect with other users and share experiences:

• GitHub Discussions: Community forum for each project
• User Groups: Local meetups and online communities
• Social Media: Follow us for updates and tips
• Beta Testing: Help test new features before release

Professional Support

🏢 Enterprise & Institutional Support

For organizations requiring dedicated support:

• Priority Support: Guaranteed response times
• Custom Training: Tailored training sessions
• Integration Assistance: Help with institutional systems
• Bulk Licensing: Volume licensing for large deployments

Contact enterprise@ruc.edu.kg for more information.