WEB CONFERENCING FAQ
Q1. Why doesn't my client connect and why does the Test Browser fail?
A1. The client must be able to use the port that ConnectionPoint is using. This means that the port must be opened in the firewall or proxy server at the client connection. Details from
“Test Browser” will help determine what is wrong. If the Connection to Server is not estab-lished, it could be because the port is blocked.
Refer to the document “Client Troubleshooting Quick Start Guide” for more information.
Q2. Why does the Test Browser not complete (i.e., hang)?
A2. A possible cause is an older version of Java. See question 10 on page 70. Another pos-sibility is Internet explorer settings such as session cookies not being allowed, or more than one Java loading at the same time.
Q3. How many colors can the Web Conferencing Viewport transmit?
A3. For bandwidth conservation, the default Viewport setting is 65535 (16-bit) colors. The Viewport is also capable of transmitting 8-bit and 24-bit color. 8-bit color will transmit half as much data and 24-bit will transmit two times as much data as the default setting. Changes to the color setting are dynamic and can be made by right-clicking the screen resolution box in the bottom right corner of the Viewport and selecting one of the options under Color Settings.
Q4. How can I run a PowerPoint slide show in a non-scrolling window and also have my meeting control window and applications visible?
A4. In PowerPoint® select Slide Show - Set Up Show. In the Show Type panel, choose Browsed by an individual (window), and then click OK.
The slide show will now run in a resizable window. This allows the host and attendees to run their Web Conferencing control windows on the side.
Q5. Can I arrange a tutorial to learn more about using Web Conferencing 4?
A5. Yes. Please contact your account manager to schedule a Web Conferencing tutorial.
Q6. What browsers can Web Conferencing 4.x support?
A6. Web Conferencing 4.x supports Internet Explorer version 5.5 and above, and Firefox, or Mozilla.
Q7. What is the difference between a private and a public meeting?
A7. Public meetings are open to everyone, both registered users and non-registered users.
Private meetings are attended by invitation only. Non-registered users must join the meeting using the e-mail invitation or from the list of meetings on their Office page when logged in.
Page 70 Web Conferencing FAQ Q8. How can I create a meeting?
A8. To create meetings you have to register with the Web Conferencing 4.x server and logon using a valid Web Conferencing user account.
Q9. What version of Java does Web Conferencing/Remote Support 4.x support and how do I know what version of Java Virtual Machine I am running?
A9. Remote Support supports both Microsoft Java Virtual Machine Version 5.00.3805 and higher as well as Sun Java 1.4x.
Details from Test Browser will display the version of Java Virtual Machine currently used by your Internet Browser.
To determine the installed version of Microsoft Java Virtual Machine:
Open a DOS command window and from a Command Prompt, type jview. The first line of output should display the version number.
To determine the installed version of Sun Java:
Open Internet Options in the Control Panel or from IE's menu Tools - Internet Options.
On the Advanced page the version will be listed under Java (Sun).
NOTE: Most of the time, there will be multiple versions of Sun Java installed on the machine.
If you are having problems passing the browser test or connecting to the session, confirm all older versions of Sun Java have been removed via Add/Remove Programs. Windows will try to use all available versions of Java if present.
Q10. I turned on Voice Chat but no one can hear me (the Host).
A10. Test with Microsoft's Sound recorder, if microphone does not work with the sound recorder it will not work in Voice Chat.
When Voice Chat is enabled the Volume Control master volume setting is turned up all the way. Use Windows Volume Control to adjust. The Web Conferencing Voice Chat can be used to adjust the Windows Wave sound volume. Make sure the microphone is enabled in the Win-dows and that Mute is not checked.
Web Conferencing attempts to enable the microphone and mutes the microphone playback to the local speakers to avoid feedback. The Web Conferencing Voice Chat can be used to adjust the Windows microphone volume.
Q11. My Voice Chat is distorted, what can I do to fix it?
A11. Try turning off the Mic Gain (+20dB) in the advanced settings for the microphone. If this still does not work, try updating the sound drivers for your sound card.
Q12. Why is my mouse movement slow and/or jerky in the Viewport?
A12. A USB mouse can cause the mouse movements to be slow. Changing to a standard serial or PS/2 mouse should resolve the problem.
If the mouse performance is both slow and jerky, change the Display:
• Properties - Settings - Advanced - Performance or Troubleshooting setting to NONE in Hardware Acceleration.
• Also, Microsoft Java offers faster mouse performance in the Viewport than Sun Java.
Web Conferencing FAQ Page 71 Q13. I occasionally see errors when using the Co-Browse feature. What can I do to resolve these?
A13. It is essential to the functionality of Co-Browse for all of the latest updates to be applied for the operating systems and browser. These updates can be obtained from the Microsoft Win-dows Update Web site.
Q14. Why do the session controls load but no Security Certificates display and none of the buttons work, but I am in the meeting and Test Browser passes?
A14 The Security Certificate and Java applets that are used need ActiveX controls and Java Scripting enabled. This symptom can be caused by banner advertisement blocking software, which is designed to block pop-up windows from opening. In some cases, you can correct this problem by removing the setting that is disabling the pop-ups.
Some Internet Security or Anti-Virus Programs now come with the added feature to stop Java-Script or block ActiveX and this feature is turned on. Disable the feature that blocks JavaJava-Script or ActiveX. Incorrect Date and Time settings on the server, host, or attendee's computer can also cause problems.
Q15. Can the chat window be resized?
A15. Yes, the chat window can be resized when it is undocked. Right-click with the cursor over the chat text area and choose Undock from the pop-up menu. To re-dock the chat, close the chat window or right-click again and choose Dock.
Page 72 Web Conferencing FAQ
Accessing Web Conferencing Page 73
In the menu on the left, click PUBLIC AREA.
Find the event you want to attend and click JOIN. To Create an Event: date, etc.) for the meeting.
Select the Options tab and shows the size of the win-dow to display the menu to t h e r i g h t . C h a n g e y o u r to display the menu to the r i g h t . Yo u m a y w a n t t o have an option to Clear the Chat History.