 |
FREQUENTLY ASKED QUESTIONS
You will find this pc video conference service very easy and intuitive to use, even if you have never used this kind of product before.
Here are answers to frequently asked question to help you make the most of your conferencing experience.
If you have a question and it is not answered here, please visit our Customer Care Help Desk and submit a help ticket.
|
| 1. What are the recommended SYSTEM OS requirements to run the video conference service?
|
Microsoft® Windows7® Home Premium, Professional, Ultimate, (32 or 64 bit)
- Latest versions recommended
Microsoft® Windows Vista® Home Basic, Home Premium, Ultimate, Business, or Enterprise
- Microsoft Internet Explorer 8 or later
- Mozilla Firefox 3
- Adobe Flash® Player 10 or later
Microsoft Windows® XP Professional or Home Edition with Service Pack 2
- Microsoft Internet Explorer 8
- Mozilla Firefox 3.x
- Mozilla 3.x or later
- Netscape 9.x
- Adobe Flash Player 10 or later
Mac OS X v10.4, 10.5 (Intel)
- Firefox 3.x
- Safari 5.x
- Adobe Flash Player 10 or later
Linux:
Red Hat® Enterprise Linux® (REHL) 3 update 8; RHEL 4 update 4 (AS/ES/WS); Novell SUSE® 9.x or 10.1
- Mozilla Firefox 3.x
- SeaMonkey 2.06
- Processor: Modern processor 800MHz or faster (1GHz recommended)
- Memory: 512MB of RAM; 128MB of graphics memory
- Adobe Flash Player 10 or later
|
|
|
| 2. Does my computer NEED TO HAVE FLASH ® PLAYER installed? |
As our video conference service is flash based, you will need to have the latest Adobe™ Flash® player installed.
To check if you have Flash Player
installed on your machine go here.
Over 98% of machines already have Adobe™ Flash® installed - we recommend the latest Flash player plug-in.
Get the latest Free Adobe™ Flash® player here.
|
|
|
|
|
| 3. What WEB BROWSER SHOULD I USE to start the video conference service?
|
We have tested manytypes / versions of web browsers, however we suggest you use the latest versions for any of the following where possible:
IE (Internet Explorer) FF (FireFox) Opera, Chrome, Safari.
|
|
|
|
4. When I log-into my conference room, I cannot locate the MODERATOR CONTROLS? |
The reason is typically this, you have NOT logged-in as a moderator using your moderator user name and password. You can access your Moderator details from your members area (web control panel) -Go to "My Moderators" Section - this is displayed in green and MUST be entered exactly (without spaces) during the conference room log-in process.
|
|
|
|
5. Where do I find my CONFERENCE ROOM URL LINK and how do I send someone my room link?
|
Go to your room control web panel assigned to you > Go to "My Personal Rooms" Section On My Account Details. Simply click the target rooms' FLASH DOWNLOAD or Copy Shortcut... or Copy Link Location.. Paste this URL link to your Explorer / Fire fox web browser to activate the video conference install process.
To send participants to your conference room, copy & paste your Conference Room URL link inside within an email OR insert a Video Conference Meeting Room Button On Your Web site And Simply Point This To Your URL Room Link
|
|
|
|
6. Im a New Customer, is there a STEP BY STEP GUIDE to help me set up my account? |
| Yes – Click “Step By Step Guide” |
|
|
|
7. Where can I make changes to my Conference ROOM PROPERTY SETTINGS?
|
First, only Moderators can change the conference room properties. Log-in too your conference room, at the top you will see "Room Setting" Click this and a menu will open with all options you want to enable.
Disable Video - Text chat -Talk Now Button - File Share and more.
|
|
|
|
8. Participants / Guest Users CANNOT LOG_INTO my Conference Room? |
Providing your account is active, other reasons could include 1/ provided the correct URL room link, 2/ Incorrect Conference Room Password
3/ Log-in process blocked by users router or computer - if OK remains greyed out see troubleshoot
|
|
|
|
9. How do Moderators / Participants Start and Log-in to my Conference Room?
|
1/ Following your purchase, we active and send you your account conference room URL link.
2/ Open your Web Browser, copy and paste the room link to your web browser and press enter - the conference room start procedure automatically commences......after loading a.......
3/ Adobe security box appears > Select Allow........after loading......
4/ The Conference Room Log-in box appears, Enter information accordingly.
Moderators - Must user their correct USER-Name and Password as per listed in their web control panel.
If a Room Password has been set > Enter the Room Password > Select Your INTERNET connection Speed> Select OK > Room Opens.
Participants - Use your name ( example John Citizen) in the UserName box > Add Room Password if required > Select Connect Speed > Select "OK"
The Overview webpage has images to show this start conference procedure.
|
|
|
|
10. My Audio / Webcam does not work?
|
After checking your mic / webcam connection, make sure no other program was running before you started your video conference room. Ensure your Skype/ Messenger program / TV Tuner is not running to avoid Video Card / Web cam driver conflict (Or similar program that may use / allocate your audio/ video card)
Refer troubleshoot webpage Also Check your Webcam Maunfactures software is installed.
|
|
|
|
11. Can I run other computer programs while using the video conference service?
|
Yes, however we suggest not to run any un-necessary programs to ensure your PC has sufficient CPU resources in order not to slow down the video conference software and also make sure your internet connection is not in use or otherwise heavy demand for back ups, program updates, antivirus updates etc as this can restrict / limit your bandwidth and ultimately effect the conference room quality of service.
|
|
|
|
12. Does the video conference service require many system resources?
|
No, the program is ideal to leave running - though if left idle for a period of time may time-out from our servers - to avoid this press and hold the "Talk Now " for 10 seconds - if a re-connection is required this procedure will auto connect the room. Desk Top Sharing / Video Record / Power Point Presentation Modes will utilize more computer resources and indeed bandwidth of course.
|
|
|
|
13. HOW DO I UPDATE our Video Conference software?
|
Your video conference room automatically checks for updates each time you start the conference room software.
|
|
|
|
|
|
14. My video conference room will not start / open ?
|
Assuming your internet connection is available, the next possibility is your video conference room server is down. If your conference room server is down you should see an error message to this effect.
Close the web browser and try opening your room again, if you cannot access your room then proceed to to use the Emergency Pager in your web control panel.
|
|
|
|
15. How Do I Active the Webcam and Microphone?
|
Press and hold down the "TALK NOW' button - Moderators have a HANDSFREE option - enabling this feature.If you have trouble getting either or both the webcam and microphone to operate - see troubleshoot
|
|
|
|
16. Why Does my Conference Room Crash?
|
The most common reasons for a conference room crash are :
1/ Internet connection is down, or sustained drop-out therefore disconnecting from our servers. See also FAQ # 53 Signal Bandwidth indicator
FIX - Restart your conference room - And /Or re-boot your router / pc or other device.
2/ Powerpoint -YOU MUST NOT UPLOAD A PASSWORD protected Power Point .pps file - By doing so could crash the conference room.
3/ If a server down error message appears whilst conferencing, proceed to your web control panel and activate the 24/7 Emergency Pager.
|
|
|
|
17. Why Can't I use the Feature Controls?
|
Only Moderators can use the Feature Controls, guests cannot access these features. What are the product features ?
|
| |
|
18. I cannot push / SYNCHRONIZE WEB PAGES using the web browser to show my guests, how do I do this?
|
Only moderators can push web pages to guests via the conference room web browser, Select" Browser" Tab and enter a website URL domain name this automatically synchronizes when calling up a website page. There is also the option to push the webpage manually by selecting the GREEN > arrow to the right of the conference room web browser - the Synchronize button.
|
|
|
|
19. Why does Flash enabled menus and buttons on websites cause an error |
The video conference room services uses a Flash based platform - therefore the web browser cannot open a flash buttons / menu's and
will error.
|
|
|
|
20. MODERATOR SET UP - How do I do this? |
Log into your assigned conference room settings control panel and select “My Room Moderators” This area allows you to add / edit / delete moderators and allows you to generate a moderato ruser name password as required.
|
|
|
|
21. Can I lock down the Microphone for HANDS FREE?
|
Only moderators can lock down the microphone using the HANDS FREE option beside the “Talk Now” button. Alternatively, users can select their F12 to press and hold to activate the webcam / microphone.
|
|
|
|
22. AUDIO ISSUES I cannot hear anyone or they cannot hear you, why?
|
Close and Re-start your conference room, if still no audio refer Troubleshoot webpage for testing the webcam / mic inside the conference room.
If you cannot hear anything, first ensure that the your speakers are turned on – and check they are un-muted.
Next, be sure someone is actually speaking in the conference. In order to verify this once again refer to the small microphone icon bar. You should see a modulation animation of sound tranmission whilst talkingt. If there is no modulation bar animation showing when using the microphone and holding down the TALK NOW button, please check the following:
Check your computer audio settings are not muted - Check your computer's master volume control is not too low
Check the Conference room Mic / Speaker controls are not set too low - Check your speakers/headset are plugged into the correct port on your computer
Test your headset – audio card is working -
Try rebooting your computer.
|
|
|
|
23. I'm getting CHOPPY AUDIO / VIDEO interruptions
|
Transmitting voice and images over the internet requires a constant stable connection to be preserved. If the audio from the presenter / moderator halts several times or becomes choppy during a presentation there are a couple of things you should check. (See also #53 Bandwidth indicator)
The most common problem is an over burdened internet connection either Presenter/ Moderator side and/or the User participant attendee side.
Internet speeds are important, do not run applications that require or limit your internet connection capacity, anit virus, OS updates from Windows etc can start un-expectedly and cause the service to temporarily degrade if the internet connection in use has limited capacity.
Internet Connection Type: We recommend using either a standard DSL, ADSL, Cable or Satellite bothway high speed connection. WiFi and 3G network connections are not always able to maintain a constant stable connection to the servers and depend on local tower loads as too providing a regular constant speed.
Wireless Networking: Secure Conference requires a consistent high speed connection in order to transmit video and voice from the presenter to the attendees of the conference. In some cases, wireless connections do not provide a consistent and stable connection required to view the conference. If you are using a wireless connection, try connecting the computer viewing the conference directly to the wireless router or DSL/Cable modem.
Router: Connectivity related issues (audio dropping, connection notices, presenter's image problems, etc.), may be a result of a router related issue. Try connecting the computer directly to the internet connection point to bypass the router. If the performance improves, contact the router manufacturer for specific setup details for the router.
Firewall – Some strong firewalls could block both the audio or video streaming, ensure port 1935 and port 80 are enabled.
|
|
|
|
24. WEBCAM ISSUES - why wont my Webcam work?
|
To activate your webcam in the conference room, press and hold down the "TALK NOW' Button, in a second or two the webcam should appear.
Refer Troubleshoot webpage for testing the webcam / mic inside the conference room.
Transmitting webcam images over the internet requires a stable connection to be preserved. If the webcam from the presenter drops-out during a presentation there are a couple of things you should check.
Internet Connection Type: We recommend using either a standard DSL or cable connection. Satellite and dial-up connections are not able to maintain a stable connection to the servers.
Wireless Networking: Secure Conference requires a consistent high speed connection in order to transmit video and voice from the presenter to the attendees of the conference. In some cases, wireless connections do not provide a consistent and stable connection required to view the conference. If you are using a wireless connection, try connecting the computer viewing the conference directly to the wireless router or DSL/Cable modem.
Router: Connectivity related issues (audio / webcam dropping, connection notices, presenter's image problems, etc.), may be a result of a router related issue. Try connecting the computer directly to the internet connection point to bypass the router. If the performance improves, contact the router manufacturer for specific setup details for the router.
Firewall – Some strong firewalls could block both the audio or video streaming, ensure ports 80 + 1935 are enabled.
If you have confirmed that someone is speaking and you still cannot see their webcam or indeed your own, please check the following:
That your computer Video Card is NOT conflicting with another program: eg: Skype – Messenger etc.
That your webcam software is not running. (Logitec – some webcam models require you turn off software in system tray)
That your webcam is plugged into the correct port on your computer
As a final resort, try rebooting your computer.
|
|
|
|
25. How do I use the POWER POINT Presenter? |
The PowerPoint Presenter feature converts your power point slides into flash and allows the Moderator to show the presentation to your audience whilst narrating and transmitting audio / video streaming if required.
1/ First, make sure your PowerPoint Presentation (pps, ppt) file is NOT password protected before you (moderator) attempted to Upload this.
2/ Log-in to your conference room as a moderator > Select Presentation Tab
3/ Select/click "Upload/PowerPoint Presentation" Tab
4/ Browse - Click to browse the files on your pc - Select Open
5/ Select Upload, this Uploads the file to your file library > Audio Sound is played when completed
6/ To play the presentation, Select the File > Double Click or Select Green > ,the player appears with the pps presentation ready to go.
Other button options:
Clear > deletes all files - or highlight the file to be deleted and click red X
Refresh > refreshes uploaded file library
Close > closes the Presenter feature
|
|
|
|
26. How to Use the DESK TOP SHARING - Screen Sharing Feature (DTS) |
Desk Top Sharing - Screen Sharing allows Moderators to show participants their PC desk top screen - you could be running an application program and want to discuss and present to your audience participants.
To start this feature - Select "Desk Top Sharing" Tab
Below in the conference room footer, a "Start Sharing" Player Button will appear > Click it to start DTS (Desktop Sharing)
Moderators using DTS for the first time, will see an automatic java plug-in request > Check "Always TrustContent from this Publisher" >
Select > "RUN" (Participants/Guests do not need this DTS java plug-in)
The screen or application you are now viewing will transmit / share with your participants.
To turn Off DTS - Select> "Stop Sharing" (wait a few seconds to clear buffer) and participants will revert back to the "Chat" screen.
Participants can get a full screen view by selecting the window enlarger tab < , this will also block out your webcam stream.
Using the DTS feature requires more bandwidth, so the faster your connection the faster this feature operates. Video / Audio / Text Chat features are all enabled while in this mode.
|
|
|
|
27. DESK TOP SHARING - Screen Sharing QUITS after 25 people, why? |
| Desk Top Sharing requires a significant amount of server resources and bandwidth costs. Therefore DTS limited to 25 people within the standard package. If you require DTS with more capacity then please contact us - Additional DTS Blocks are sold seperately to increase DTS capacity.. |
|
|
|
28. What do I do if my Conference Room DISCONNECTS?
|
| Room disconnection or drop out usually results from an interrupted internet connection. Sometimes the connection may experience a micro drop-out causing the room to quit – much like a cell phone quits when the signal drops out. If this occurs, simply close the program and re-start the conference room.
|
| |
|
29. How To Change The Audio Source in Vista ?
|
The method of changing audio sources in Vista differs than in XP. Please follow these steps to change the audio source using Windows Vista.
Click the Windows Start button in the lower left hand side
Click the Control Panel button
On the left hand side of Control Panel, make sure "Classic View" is selected. Double click the "Sound" icon (This should appear as a speaker)
Once these properties come up, select the "Recording" tab
Depending on the sound cards and devices setup on your computer, you may have a list of different options shown here.
Since it will vary on different computers, you may want to select the first item in the list and click "Set As Default"
You will see a small volume notch on the right hand side. With your music playing, you should see this volume notch show activity (green signal moving up and down)
If you do not see this activity, please keep your music going, but select the next item in the list and click "Set As Default."
Once you have selected and found the appropriate device, simply click Close, and you are set to go.
|
| |
|
30. Can I RECORD THE PRESENTATION session?
|
Moderators have several options and can record the audio video data or just the webcam or audio of the conference session. Select the Red Record Button beside the Talk Now Button and view the options and formats available in the pull down menu.
|
| |
|
31. How Do I SHARE A FILE?
|
Moderators and participants - To share your file > Select file transfer button (fig17). > Select Browse and choose a file > Select Upload > Once upload is complete > File/s are listed in your Share file library.
On the right hand side of the file, there is a blue >> icon - Click this and you the option to send the file to all participants or an individual. A permission request will be received by the recipient requesting accept / deny file.
The V Green icon allows you to download the file > the Red X icon allows you to delete the file from your Share file library.
NOTE : Moderators – CAN DISABLE File Share feature for participants / guests at the ROOM Properties setting menu within the conference room.
|
| |
|
32. How do I change my ONLINE STATUS FLAG?
|
Each individual person in the room can change their status icon by selecting the Online Menu below the members list. There are several to choose from: Online, Away, Not Available, I have a Question, On The Phone etc.
If you press the "Talk Now" button - other users will see your status has reverted to back on Online status.
|
| |
|
33. How do I have a PRIVATE DUPLEX CONVERSATION - Video / Audio Session?
|
Moderators can choose an individual in the room to conference with in private audio video discussion. This is achieved by clicking on the individuals name and choosing the "Private Conversation" button below the members list (fig 16-see overview). The recipient will receive a request to start/accept this and must accept or deny the request. To stop the private conversation select close.
|
| |
|
34. WhiteBoard |
| Moderators can activate the WhiteBoard feature by selecting the Whiteboard TAB. |
| |
|
35. How do I change the LANGUAGE INTERFACE?
International Conference room links other than English default?
|
To change the language conference room interface you need Select > Language Flag > Choose desired language
International lanaguages available are : Polish - French - German - Portugese - Russian - Spanish - Ukrainian
The Default Language interface is in English language
Note:: Assuming you prefer your interface in spanish (Espanol) Select this langauage and DO NOT revert back to the English or other langauage if you intent on resuming spanish (Espanol) it will not work.
Examples only - links not live
English : http://pcvideoconference.com/conference,RoomID # Spanish : http://pcvideoconference.com/es/conference,RoomID #
Russian http://pcvideoconference.com/ru/conference,RoomID # Polish http://pcvideoconference.com/pl/conference,RoomID #
Portuguese http://pcvideoconference.com/pt/conference,RoomID # Ukrainian http://pcvideoconference.com/ua/conference,RoomID #
Germany http://pcvideoconference.com/de/conference,RoomID # France http://pcvideoconference.com/fr/conference,RoomID #
|
| |
|
36. Webcast LIVE SHOW - How do I start this feature? |
Moderators > Select "Show" Tab > Select "Start Show" - this activates a large Video Webcam Stream and automatically locks ON your microphone.
Video Quality output can be changed by adjusting the "Vieo Quality" slider control - adjusting to the far right is best quality.
|
| |
|
37. As a moderator, can I interrupt or cut short someone speaking?
|
Yes, moderators can (step on) interrupt a participant / guest by simply interrupting using the “Talk Now” button.
Another option, (Fig13) Mute button allows the Moderator to MUTE an individual by selecting the participant.
|
| |
|
38. How do I KICK OUT or BAN a participant / guest |
Moderators can either "kick Out" or "Ban" a participant/ guest during a conference meeting.
KICK OUT - Select participant's name > Select >KICK OUT button located below particpants list (Fig 12)
BAN - Select participant's name > Select >
BAN button located below particpants list (Fig 11) This will block this indiviual from entering
conference room again.
|
| |
|
39. How do I UN-BAN a Participant / Guest?
|
| Account holders or Moderators can access their web conference room control setings panel>Select>"My BAN List" > Select Individual > Select delete.
|
| |
|
40. SOUND NOTIFICATIONS - When Participants / Guests Arrive in my room, how will I know?
|
If your Conference Room is open, arriving participants will be seen in the members list and an alert Knock Knock sound will be heard. To ACTIVATE /de-active the Knock Knock Sound, Select > Setting Tab inside your conference room > Select Other Tab > Check Notification to turn ON / OFF sound.
|
| |
|
41. Can I SAVE the TEXT CHAT to my computer?
|
| Yes,Select Save Text Chat button (Fig30)> Save as> to your computer |
| |
|
42. Can I CLEAR TEXT CHAT ?
|
| Yes, Moderators can clear Text Chat Conversations on the fly, Select Clear Text Chat Button along side the send button. |
| |
|
43. Conference Room Participant / Guest Sign in/out text chat notification – How do I ACTIVATE / de-activate this?
|
If your Conference Room is open, arriving / leaving participants will benotified in the Text Chat area. To de-active these notifications Select > Setting Tab inside your conference room > Select Other Tab > Check Notification to turn off the desired notification.
|
| |
|
44. Are the Moderator / Guest Conference Room SCREEN VIEWS DIFFERENT? |
Yes, Moderators have all features available whereas guest’s do not.
Expansion - Minimize < or > or V or ^ are available to alter the screen dimensions for best viewing experience. (Fig 10) |
| |
|
45. Can I use a STILL PICTURE instead of the webcam? |
| Yes, only if your Webcam software supports this feature. |
| |
|
46. Can I PASSWORD PROTECT my room? |
Yes, log into your room setting control panel and Select > “My Room Settings” > Password field –add your password and SELECT UPDATE. If you do not select update, it will NOT be saved.
|
| |
|
47. I’m getting room SERVER ERROR - error message trying to connect to conference room |
This could be caused by several things, like server maintenance, internet outage, or an expired account. If your account is active and has not expired, we’d suggest a closing the web browser and re-opening the web browser and try starting the conference room. If you cannot access your room - access your web control panel and active the Emergency Pager too alert technicians.
|
| |
|
48. Does the Video Conference software work OTHER OS PLATFORMS? |
Yes, the service is cross-platform, meaning this will operate on Windows OS, Mac OSX, Linux and Ubuntu OS.
|
| |
|
49. Does the Video Conference software work using all common web browsers? |
Yes, we have tested all common web browser ranging from Internet Explorer IE, Mozilla FireFox FF, Opera, Google Chrome.
|
| |
|
50. How do I TURN OFF / ON my Webcam / Microphone |
There are two ways you can do this, with an open conference room
Select>Setting and check turn off mic or turn of webcam
Alternatively, there are two icons one for mic and one for webcam (Fig 24&24) Both of these will active or de-active the device
|
| |
|
51. Mobile Devices PDA - Cell Phones |
These devices must have full Adobe Flash - not Flash Lite in order to be able to participate / attend a video conference. Limited devices at present have Adobe flash app whereas many manufacturers together with Adobe have annouced many models will start being available Q4 2009. Devices should also be connected via a solid WiFi with a minimum 3G internet service.
|
| |
|
52. POLLING - VOTING - How do I create a poll? |
Moderators can create a poll when in "CHAT MODE". Select > "Create New Poll" pulldown menu > Enter the poll question> Enter the poll options>
Select Create Poll. Moderators will see a chart listing the questions and the number of votes guests selected. Select Stop The Poll to finish. |
| |
|
53. BANDWIDTH SIGNAL STRENGTH INDICATOR -What is this? |
- RED COLOR : Extremely Slow Connection
- YELLOW :May load slowly and/or not smoothly
- GREEN : A quick start-up and a good operating viewing experience.
The Signal strength indicator is located inside the conference room on the top left side. If the indicator is RED, conference room services will be degraded considerably as your internet bandwidth has slowed and may cause data packet loose and latency or worse disconnection. First step would be to re-start the conferece room to establish a new connection. If the Signal indicator has not changed then its quite possible a auto-download has commenced on your pc. For example, anti-virus update, media player update or some other application. See also FAQ #23
|
| |
