Web Conferencing Version 8.3 Troubleshooting Guide

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1 System Requirements General Requirements Web Conferencing Version 8.3 Troubleshooting Guide Listed below are the minimum requirements for participants accessing the web conferencing service. Systems which meet these requirements should support basic login and presentation functionality. Supported Operating Systems: Microsoft Windows XP, Vista, Windows 7 and Server2003 Apple Mac with Intel CPU, Mac OS X 10.5/10.6 Linux, Unix or Solaris General Browser Configuration Cookies and Scripting enabled Windows Browser Support Internet Explorer 6.0 SP2, 7.0, 8.0 and 9.0 Firefox 3.0x/3.5, 4, and 5 Chrome 12 Mac OS X Browser Support Firefox 3.x Apple Safari 4.x, 5.x Java 1.5+ Linux, Unix, or Solaris Browser Support Mozilla 1.0+ Network Requirements 128 Kbps Internet connection with access to port 80 (HTTP) or port 443 (HTTPS) Application & Desktop Sharing Requirements Microsoft Windows XP/Vista/Server2003/Windows 7 Internet Explorer Firefox Google Chrome 12 Additional average network utilization of 240Kbps Application & Desktop Viewing Requirements Application sharing consumes an additional 240 Kbps of additional network bandwidth on average. One of the following: o Sun JVM/JRE 1.5+ o o Ability to download and install ActiveX on IE Ability to download and install Firefox Extensions Audiocasting & Recording Requirements (Host and Participant) Audiocasting consumes an additional 136Kbps of additional network bandwidth on average. Adobe Flash 8.0 or higher Headset or speakers

2 General Performance A number of factors can affect the performance of a web conference including the following: Internet connection speed Network connection quality Display resolution and color depth of shared applications State of Internet traffic between end users and the web conferencing servers Performance of users systems -- CPU, memory and disk utilization Applications competing for system or network resources Performance FAQs Q1. Can an individual participant s slow Internet connection affect the Host s performance or the performance of the entire web conference? No, participants individual connections to the Internet and the web conferencing service only affect the performance and experience of that individual user. However, a poor Host connection can impact the overall performance for everyone. Q2. How can I improve the performance of my web conference? A fast and reliable Internet connection will ensure that your web conference performs well. When you use the Application Sharing feature, change your resolution and color depth to the lowest acceptable settings. If the application being shared is not graphic-intensive, use the Best Speed option in the Select Application to Share window. Q3. How secure is my web conference? All communications between users browsers and the web conferencing service are encrypted with the same industry standard 128 bit SSL encryption that used to protect e-commerce transactions on the Internet. Q4. Does it help to have a high-speed Internet connection? Yes. However, if you have high-speed Internet access but a participant is connected through a dial-up Internet service, then the web conference will be slow for that participant. Q5. Are presentations being stored or cached on end user machines? Depending on how information is being presented in a web conference, some content is cached and some is not. When the presenting published PowerPoint, Word, and Excel documents some JPEG and HTML content will be cached on users browsers. When sharing applications there the content is not cached in the local browsers. Please be aware that it is not possible to prohibit users from using 3rd party software to capture and store any content which is displayed on their screens during your presentations.

3 Conference Log-In Some common problems that occur when joining conferences and possible steps to resolution are below: Host cannot log in and is receiving error messages 1. Complete the System Check. 2. Make note of any error messages 3. Verify the login credentials 4. Check that the login credentials are not being reversed 5. Verify that session cookies are enabled in the browser. A conference participant is unable to join the web conference 1. Complete the System Check. 2. Make sure the conference has started. The Host must click the START button located on the toolbar before participants can join the web conference. 3. Make sure the participant is using the correct login credentials. 4. Make sure the Internet connection is good. 5. Make sure that cookies and scripting are enabled on the browser. Conference Log-In FAQs Q1. I m receiving a pop-up blocked message when I join. Will this affect my conference? When you log-in the Conference Interface will attempt to open in a new window. If your pop-up blocker is enabled you will receive a warning and that the Conference Interface cannot be opened and provided a link to click to force the window open. Once the conference window has been successfully opened the pop-up blocker will no longer interfere.

4 Document Publishing Document Publishing FAQs Q1. I m receiving a pop-up blocked message when I join. Will this affect my conference? When you log-in the Conference Interface will attempt to open in a new window. If your pop-up blocker is enabled you will receive a warning and that the Conference Interface cannot be opened and provided a link to click to force the window open. Once the conference window has been successfully opened the pop-up blocker will no longer interfere. Q2. I tried publishing my presentation but it failed. What caused this to happen? Below are some possible causes for this problem: 1. The document upload may not have completed due a to a network glitch. Verify the network connection and attempt to re-publish the document. 2. An error was encountered during the document conversion which may have been due to unsupported features such as password protection or embedded objects. The document should be modified to allow it to be published or it can be shared using Application Sharing. 3. Verify that the file is a supported file type i.e. MS Word, Excel, PowerPoint or Adobe PDF. Q3. I am trying to publish a document and the screen has not changed for many minutes. Check the network connection speed and the file size. If the connection is slow or the file is very large it may take several minutes for the document to be uploaded to the service. Q4. What document types are supported for Publishing? The supported document types include Microsoft Word, PowerPoint, Excel and Adobe PDF. Q5. How do I publish multiple documents? Multiple documents can be published into your account but they must be uploaded and converted individually. Only one document can be displayed at a given time. Q6. Will embedded animations, audio, and video work after my PowerPoint presentation is published? No, the conversion process will turn your PowerPoint slides into JPG images which do not contain animation or embedded audio or video. Q7. Is my presentation secure? Can other people see my presentation? Yes, your presentation is secure. To view your presentation, it is necessary for participants to join your live web conference. A 128 bit Secure Socket Layer (SSL) is used for all communications, ensuring that everything transmitted to users is encrypted and secure. You can delete your published documents at any time.

5 Application & Desktop Sharing Issue Common Application Sharing Issues Resolution The ActiveX control is automatically blocked. Clicked the SHARE button and got the message to download ActiveX. Click YES but nothing happened. 1. To be able to install the ActiveX or Firefox plug-in, you need to have Administrative rights on the computer. 2. Plug-ins generally are blocked on the browser by default. Typically, you need to click on the Information Bar and follow onscreen instructions to install the plug-in. 3. If user does not have Administrative rights to install, see their IT department for further assistance. 4. If user has Administrative rights and still unable to install the plug-in, then they should run the Install Kit. 5. If still unresolved, contact support. Clicked the SHARE button and the conference window minimized but nothing else happened Host cannot share applications The screen will not change for the Host when the SHARE mode is turned on. Sharing will not occur in the conference window. It simply captures a view of the shared applications/desktop and displays it on the participant s browser. Verify that participants are seeing the shared programs. (Host will see an orange Sharing icon next to the minimize button on the application window of most applications being shared.) 1. If participants do not see the shared program, advise user to restore the conference window and try sharing again. 2. If still unresolved contact support. 1. It is likely that the Host is unable to accept the ActiveX download. ActiveX is required to share a document or application. 2. Advise the user to contact their IT department to allow permission for the ActiveX download. The participant likely does not have JVM (Java Virtual Machine) or Adobe Flash 8.0 or higher installed. Participant is unable to view a shared desktop The SHARE button does not appear on the toolbar Host is unable to get control back from a participant 1. Take the participant through the System check. This will notify the participant if he or she is missing the component used to view shared applications. This system check utility will offer a downloadable component to view appshare. 2. If still unresolved contact support. 1. Verify user is a presenter. Only presenters may share their desktop or applications. 2. Check the Operating System and the browser type. Only users logging in from the Windows operating system and running the Internet Explorer or Firefox browser can share applications or desktop. 3. If still unresolved contact support. 1. Verify the user is the original host of the conference. (Presenters who are not the original host cannot regain control unless it is passed to them from another presenter.) 2. Control cannot be passed when the conference is in application sharing mode. Ask the Presenter to stop application sharing. 3. If still unresolved contact support.

6 Application Sharing FAQs Question Answer What type of applications can I share? Are attendees required to have the software I m sharing on their computer? Can I share an application that contains an audio component? You can share any applications that you can open on your computer. In the Share Desktop mode, whatever you see on your screen is visible to participants. No. Because you re only sharing a view of the applications on your computer, participants do not need any special software installed on their computers. Application Sharing supports all types of visual software applications. You may share applications that have audio components however participants will only see the visual portion but will not be able to hear the audio. Yes. You can share any number of applications you want. 1. Click the SHARE button on the presenter toolbar. Can I share more than one application at a time? 2. A dialog window will appear. From the radio buttons that appear at the top of the window you may select Choose the applications to share and select the specific application(s) you wish to share or Select Share the entire Desktop 3. Click SHARE at the bottom of the Application Sharing dialog window 4. A view of the application(s) you checked will be shared with your attendees. Do I have the ability to remotely control a participant s computer? Yes. If remote control is enabled, both the presenter and the participant can control applications using the mouse and keyboard. If the presenter is sharing applications, they must stop sharing before using remote control.

7 Recording and Audiocasting FAQs Question Answer 1. After your conference has concluded, log back into your conference room. 2. Click on the RECORD icon on the toolbar How do I l retrieve my recording? 3. The archive tab will appear. You will see a list of all archived recordings listed. 4. On the right hand side there are 3 links. a. To watch the recording immediately click the.exe link. b. To download the file to save for use later, click the.zip link c. To delete the file click the delete link (Note: deleted recording files cannot be retrieved) I don t see my (polling, published MS Word or MS Excel doc) in my recording? The recording feature will not record polling sessions or published MS Word or MS Excel documents. To enter a second code while initiating a recording session: 1. Complete Step 1 and dial-out to the audio conferencing bridge. My reservationless audio account requires that I enter two separate codes. There isn t a dial field for the 2 nd code so how do I connect to my audio conference? 2. Complete Step 2. Enter and send the first audio code to the audio platform and listen for audio prompt. 3. Repeat Step 2 with the second set of codes and listen for audio prompt. 4. Enter Recording file name. 5. Press START RECORDING. How long are recordings posted? Can you edit a recording? Can the recording be paused? The web conferencing application has the ability to store recordings anywhere from 1-30 days. You cannot edit a recording file so it is very important to start the recording at the appropriate time. Recording cannot be paused. If a recording is stopped then restarted a new file will be created. Is there a time limit for how a long a recording can be? No. There is no time limit for how long a recording can be. Does the recording feature record both Audio and Web. Yes. As long as there is an audio source present, the service will synch both audio and web together. If no audio source is present the application will prompt the user with a No audio source is present would you like to record the web only? dialog box.

8 Question Answer How do I record a session, both the web and the audio conference? 1. Click START to begin the web conference. Note: You cannot begin recording before a conference has been started. 2. Click the RECORDING icon from the web conference toolbar. 3. Read and accept the terms and conditions regarding the recording feature. Note: feature will not work if you do not click accept. 4. The interface provides a step-by-step guide to successfully recording a conference Verify that computer speakers have proper volume. Enter the audio conferencing bridge telephone number then press Dial. 3. Enter the bridge Access Numbers. 4. Turn off or mute speakers. 5. Enter a name (optional) for the recording and, when ready, press Start Recording. Question Miscellaneous FAQs Answer Yes. To receive a session summary report the host must complete the following steps prior to starting a web conference: Is there a way to find out the names of attendees for a conference? 1. Login to conference room. 2. Click the Start button. The conference host is presented with a dialog box that has a field for address and a check box labeled Send report. 3. Enter a valid address and select the check box. 4. Immediately after the conference has concluded a summary report will be ed to the host. Is there a way to find out the names of attendees for a conference in the past? I forgot to enter my address for the summary report. Yes. To receive this information, please provide support with the host information and the date of the web conference.