ODU WebEx: Frequently Asked Questions

Transcription

1 ODU WebEx: Frequently Asked Questions 1. What is WebEx? 2. How do students/participants access WebEx? 3. When should I log in to attend the event? 4. What is the meeting number? 5. Where do I find the Meeting number? 6. Why the link provided does not open? 7. How do I mute my microphone or phone? 8. How can I test that my browser is compatible? 9. How do I get help joining a meeting? 10. Is there another WebEx test conference to check audio and video? 11. How do I get started? Is training available? 12. What will I need to use WebEx? 13. Can a wireless connection lower the quality of the meeting? 14. Does WebEx work on Internet Explorer 11? 15. What Are Best Practices for Using WebEx Audio? 16. What smart phones and tablets are supported by the WebEx application? 17. What WebEx features are missing on the ipad? 18. What are some possible MacBook Air Problems? 19. Why does Android WebEx meetings application crash after audio join? 20. Why is WebEx not able to detect my webcam? 21. What do I do when I can't hear the presenter or attendees? 22. What affects the performance of my meetings? 23. What are some factors that affect performance? 24. I am the only person in my WebEx web conference, why did I drop from the conference after 10 minutes? 25. Is WebEx compatible with Windows 8? 26. How do I allow WebEx traffic on my network? 27. How can I test network performance? 28. Who can I contact for troubleshooting help? 29. Is WebEx Section 508 a compliant?

2 30. Where Can I Find More Information on WebEx? 1. Question: What is WebEx? WebEx is a service that allows you to host or participate in online meetings and presentations. WebEx allows users to collaborate on documents online, and includes chat and video services. WebEx has been licensed by the University so that you can conduct and participate in this type of Web-based desktop conferencing, commonly referred to as "webinars." WebEx allows a meeting host to invite multiple attendees to participate in a conference and share any applications or content on workstation computers. 2. Question: How do students/participants access WebEx? When hosts schedule classes, meetings, or events on WebEx, they can check an option to receive with a Web address to the WebEx session. The host can then share the Web address with participants through , Blackboard, a calendar event, or other communication methods. At the scheduled class or meeting time, participants click on the URL to enter the online class/meeting space. 3. Question: Should I log in to attend the event? All events start on time. Please join at least several minutes prior to the start time, so you don't miss any of the presentation. Please remember to verify that your system works at least one day before the conference/presentation that you plan to attend. 4. Question: What is the meeting number? The meeting number is a nine-digit unique identifier that allows you to enter the correct meeting when calling in to a WebEx session. The meeting number also allows you to join a meeting for which you do not have a link. You ll still need to supply the password, if a password has been set. 5. Question: Where do I find the Meeting number? The meeting number is found in your WebEx invitation or you can ask the meeting host for the Meeting number. For questions regarding logging into WebEx please contact the University ITS Help Desk.

3 6. Question: Why does the link provided not open? Make sure you have your pop up blocker turned off. Check the browsers accessibility function 7. Question: How do I mute my microphone or phone? If you are in an area with a lot of background noise you should mute your microphone. During a meeting while your host is sharing their desktop, you can mouse over the green tab to display the WebEx Control Palette with various options, one of which is Mute Me. Another method is from the Participants palette. Click the Mute icon button to the right of your name, or right-click and select Mute from the dropdown. (Hosts can mute participants from this palette, as well.) If you are using a built-in microphone plus speakers, you can also press the Ctrl key while you are speaking (which mutes your speakers) otherwise the feedback from your speakers can cause a distracting digital delay. 8. How do I use the chat function? NOTE: The host of the meeting can disable the use of chat, so it may not be available for your meeting. If the host has not disabled the use of chat for the meeting, when you first join a WebEx meeting, you will see the Chat box (displayed below the Participants box) on the right side of your meeting window. But once the host begins sharing his or her desktop or other applications, you will need to manually open the Chat box from the WebEx Control Palette:

4 A. Mouse over the green tab that will display the WebEx Control Palette. If chat has not been disabled by your meeting host, you will see Chat listed as an option. Click the Chat icon to display the Chat palette. You can hide/display the Chat box anytime during the meeting by toggling the Chat icon in the WebEx Control Palette. B. Select who you want to chat with by using the Send to drop down to select from the list of participants, then type your message and click the Send button: 9. Question: How can I test that my browser is compatible? To test your browser WebEx plug-in is working, please try joining a test meeting link at: To review the requirements for your system Please note: This is only a browser test. This test does not test your video, audio, hardware requirements or bandwidth. 10. Question: How do I get help joining a meeting? If you are having trouble joining a meeting by entering the meeting number, try the one of the following: or A. Make sure that the meeting number you have entered is correct. You can find the meeting number in your invitation. The meeting number can be an 8- or 9- digit number. Please contact your meeting host to confirm the meeting number. B. Join the meeting from the invitation Click the link in the to join the meeting. This will launch the meeting information page; click the "join" button If you see the message "When it's time, join your meeting here, the meeting has not started. Make sure that you are not joining too early and pay special attention to the time-zone differences. Contact the host to see if the meeting has started. If so, refresh the page to see the latest status.

5 11. Question: Is there another WebEx test conference to check audio and video? The ODU WebEx site includes set up and testing tools that you can run before a meeting to verify your computer is ready to participate. Please note that pre-testing your WebEx readiness is not required. When you start or join a WebEx session from the Cornell WebEx site, your browser (using Java, which must be installed and enabled for your browser) will automatically install and launch the WebEx application. However, this automatic process may take a few minutes, and pre-installing and testing ahead of time can allow you to more quickly join your WebEx session. Checking that rich media players are installed will ensure that your system has the necessary software to view the different varieties of multimedia that a presenter might share. 12. Question: How do I get started? Is training available? Various tutorials and documentation are available on the WebEx University site at: Question: What will I need to use WebEx? You will need each of the following: A computer that meets or exceeds the minimum requirements. Reliable high-speed internet access Set of speakers or headphones compatible with your computer Webcam (if you plan to transmit video) Microphone (if you plan to speak) Many laptops come with a built-in webcam and microphone. Webcamera and microphones can be purchased separately. Webcams frequently include a built-in microphone. If you plan to speak as well as listen, a headset with a built-in microphone is recommended. Note: If you are using a Mac, be aware that USB headsets can cause a system crash when using WebEx. WebEx is aware of this problem and is working on a solution. 14. Question: Can a wireless connection lower the quality of the meeting? Yes. Using a non-business class Internet connection, such as a home DSL, hotel, cafe, or airport wireless can cause issues. Video may slow down or audio may drop out, especially when sharing content. If you are on a marginal connection, try turning off your video, especially if you are sharing content.

6 15. Question: Does WebEx work on Internet Explorer 11? Yes, WebEx does work with Internet Explored 11. Firefox version 28 and Chrome version are supported and should work properly, as will previous versions of Internet Explorer. If you prefer to use Internet Explorer 11, enabling compatibility view should allow you to run your WebEx session normally. To do so: A. Go to the Old Dominion University WebEx site (odu.webex.com). B. Press and hold the Alt and T keys at the same time. C. Select Compatibility View from the Tools menu. If prompted, add the site to the compatibility view list. D. Try to join/start your session as normal. 16. Question: What Are Best Practices for Using WebEx Audio? Good audio is an essential component for a good meeting. The most important step to ensure your WebEx session has the best audio experience it can is to test in advance. If you encounter an issue while testing, identifying the problem ahead-of-time will provide you with an opportunity to address and resolve the issue before the schedule meeting. Try to test all of the following: Have anyone who will be presenting join the test conference using the same audio hardware and configuration (and, if possible, from the same location) that they plan to use for the actual event. Have one or two testers join the test as representative cases for the expected audience. If more than one type of audio connection will be available to the audience try to test all the connection types. If part of your WebEx session will take place in a conference room, auditorium, lecture hall or other large meeting space where multiple in-person attendees will present, test the audio conference for this location using the same audio hardware planned for the actual session. Room spaces will require different audio hardware than individual attendees, so be sure that you have appropriate audio hardware for your locations. When possible, use a wired network connection, rather than a Wi-Fi connection. This will generally provide a more consistent and better quality network connection. During the web conference, don't run any network-intensive applications on your computer, such as Internet radio or streaming video, or run significant uploads or downloads that might compete with your WebEx audio.

7 When using your computer for audio, connect any external audio devices such as a USB microphone or external speakers before you start your WebEx session. If you connect devices after the WebEx application has already loaded, WebEx may not be able to detect them. For additional details please see: kb.webex.com/wbx Question: What smart phones and tablets are supported by the WebEx application? Many ipad, iphone, Android devices and Blackberry mobile devices support WebEx. For latest mobile device updates, downloads, features and FAQs check the following link Question: What WebEx features are missing on the ipad? Listen and talk with a headset (VoIP) on the ipad or request a call-back on the phone of your choice. Control audio with mute/un-mute capabilities. View content shared from any computer: documents, applications, or screensharing with live annotations. Pinch to zoom and scan. See who's in a meeting, and how they joined, based on mobile and computer user icons. Start an individual or group chat with other meeting participants. Active Talker Video switching. Support for Telepresence OneTouch session types. Preview video before broadcasting into a meeting. Full screen Group video with picture-in-picture. 19. Question: What are some possible MacBook Air problems? My built-in camera is not Working in a WebEx Meeting Using a New MacBook Air The button to send video is greyed out on a Mac Book Air. I cannot view or send my webcam video on a MacBook Air. I'm unable to send my video from a new MacBook Air in a WebEx meeting. Solution:

8 This is a known issue with the new MacBook Air released in June 2013, please see To determine which MacBook Air version you're using, visit: Question: Why does Android WebEx meetings application crash after audio join? On a CDMA network, such as Sprint or Verizon, network limitations prevent having a voice call and using data services at the same time. In this case, joining the audio portion of the meeting through a voice call means it is not possible to view updates to the participant list or shared presentations. When there is access to Wi-Fi or 4G networks, it may be possible to use voice and data services simultaneously. Alternatively, VoIP (if available on the device) may be used to connect to the audio portion of the meeting. 21. Question: Why is WebEx not able to detect my webcam? If you are having trouble seeing your webcam or an attendee is having trouble seeing their webcam, make sure that you are NOT running Skype at the same time. Skype will take your webcam video for itself and won't let WebEx access it. So before you start or log in to a session, make sure that Skype is disconnected and turned off. 22. Question: What do I do when I can't hear the presenter or attendees? A. Make sure the speakers are turned on. B. On the WebEx menu, select Audio, and then run a Speaker/Microphone Audio test. 23. Question: What affects the performance of my meetings? WebEx meetings provide real-time collaboration and sharing over the Internet, performance depends on both the Internet and the WebEx service. WebEx constantly monitors service and network performance, and continually enhances its infrastructure to keep WebEx meeting services highly available and reliable. 24. Question: What are some factors that affect performance?

9 Some factors that may affect performance: the speed of your computer s connection to the Internet the performance of your Internet service provider overall Internet traffic on your routed connection to the WebEx server performance of firewall and proxy servers, if your computer is behind a company firewall 25. Question: I am the only person in my WebEx web conference, why did I drop from the conference after 10 minutes? If you are the only person in the WebEx conference and are there alone for 10 minutes, the session becomes stale and will drop you from the audio portion of the conference. 26. Question: Is WebEx compatible with Windows 8? WebEx was not compatible with the early release version of Windows 8. WebEx now works with Windows 8.1 Professional. Java must be installed/enabled on all browsers (and is not by default on Firefox or Chrome). Internet Explorer (version 10 or lower) works best. WebEx does not yet work with Internet Explorer version 11. For more information on the CISCO WebEx product and Windows 8, please follow this link: Question: How do I allow WebEx traffic on my network? The following issues are addressed in the WebEx Knowledgebase: Optimizing firewall and proxy settings for WebEx Ports that need to be opened to use WebEx services Exceptions that should be added to firewall for WebEx IP range is that assigned to WebEx WebEx settings recommended for proxy servers Please see Cisco WebEx knowledgebase article ID: WBX264 wledge 28. Question: How can I test network performance?

10 You can use a utility such as Trace Route to determine where problems occur between your computer and the WebEx server. In Windows, open a command prompt window, then type tracert odu.webex.com. Make sure that you include a space after tracert. Trace Route sends data from your computer and measures the amount of time it takes for the data to reach the WebEx server. Ideally, it should take the data between 1 and 60 ms to reach the server. If it takes: Between 60 to 100 ms, your connection is slow and your attendees may notice delays during the meeting. Longer than 100 ms, your connection is unacceptably slow. If you continue to experience poor performance, consult your network administrator. 29. Question: Who can I contact for troubleshooting help? If you need assistance as an issue is happening live, the best way to get an immediate response is to contact WebEx Technical Support at This will allow you to bring a Cisco support engineer into the meeting to observe and diagnose the problem and provide assistance. Make sure to get a case number in case additional follow-up is required. An alternative to calling the WebEx Technical support number is the WebEx support webpage found at: If you are unable to contact Cisco Technical Support as the issue is occurring, it is very important to request assistance as soon as circumstances permit. Investigating and troubleshooting some issues can be very time sensitive. For example, some audio conference information is only retained on the service provider end for about 24 hours. Also, local logs on user computers are only saved for the most recent few sessions. Cisco asks that Hosts who have experienced trouble call as soon as possible after the session ends. In almost all cases, resolving the problem will require the Host to participate in the troubleshooting. WebEx Security White Paper Question: Is WebEx Section 508 a compliant? WebEx reports Section 508 compliance. A Voluntary Product Accessibility Report is available at:

11 webex Additional information is also available at: ml Other inquiries can be directed to or: Although the WebEx system is accessible to individuals with disabilities, it is hosts' responsibility to provide accessible content in accordance with University policies. 31. Question: Where Can I Find More Information on WebEx? Please visit Cisco's WebEx Knowledge Base for more information regarding WebEx services: wledge