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Trouble Shoot Guide


What Computer Operating System Do I Need
What you need to get started
Microphone and/or Speaker Problems
I Cannot Log-in into the Conference Room
Desk Top Share - (DTS)
PowerPoint Presentation Feature
Audio-Video-Data Record
White Board
Emergency Pager
Show Mode Live Video Streaming

 

 

 

 

 

Conference Room Diagnose Tester

This Conference Room Tester will help assist Owners and Users diagnose issues relating to Audio / Video, Webcam, Microphone issues and more.

There are 5 steps, just click the NEXT tab to complete each step. Step 6 is the test summary page. Do NOT use send report option - this is not active at the moment.

Instead use your Print Screen option and save as an jpg or gif image for attaching to an email or for an attachment ready for our help desk ticket system.

Please empty the web browser cache and copy and paste this link to your web browser - Firefox, Internet Exployer, Safari etc.

http://members.conferencetm.com/tester,ROOM ID#

Where:
  -ROOM-ID- replace with the room ID number you want to test.
Conference Room Tester Conference Room Tester


Now that the report has determined the issue, for example Audio, refer the Audio notes below
and make the setting adjustments on your computer as required.

 

What Computer Operating System Do I Need


Microsoft® Windows7® Home Premium, Professional, Ultimate, (32 or 64 bit)

  • Latest versions recommended

Microsoft® Windows Vista® Home Basic, Home Premium, Ultimate,

  • Latest versions recommended

Microsoft Windows® XP Professional or Home Edition with Service Pack 2

  • Latest versions recommended

Mac OS X v10.4, 10.5 (Intel)

  • Latest versions recommended

Linux: Red Hat® Enterprise Linux® (REHL) 3 update 8; RHEL 4 update 4 (AS/ES/WS); Novell SUSE® 9.x or 10.1

  • Latest versions recommended
  • Processor: Modern processor 800MHz or faster (1GHz recommended)
  • Memory: 512MB of RAM; 128MB of graphics memory
  • Adobe Flash Player 9 or later
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What you need to get started.


Internet
A good stable hard wired DSL internet connection is highly desireable over a Wifi Connection when conducting important conference meetings. We recommend avoiding using Wifi to ensure a solid connection at all times, of course this not always possible and in most cases will not present a problem unless a micro connection drop-out occurs. (Similar to a cell phone-call drop out due to weak signal or some other interference)

Internet Speeds - It is recommended Host/ Moderators connect to a broadband / cable service with a minimum 1500/256 Kbps bandwidth or better. For attendees, we recommend a minimum 512/256 Kbps bandwidth or better. Mobile 3G or better for standard audio video streaming.

Why does the audio and video seem choppy?
Poor performance can be the result of lower bandwidth or slow connection speed and having too many other applications (programs) running. This may result with the following:

  • delayed audio
  • audio that cuts out
  • slow desk top sharing
  • choppy video
  • disconnection from session

How Do I Know What Bandwidth Speed My Connections Is?

Visit - Global Broadband Speed Test

Does my computer need to have Flash® Player installed?

Yes, to check if you have Flash Player installed on your machine go here.

Over 98% of machines already have Adobe™ Flash® installed - we recommend Flash 10 or better.

Get the latest Free Adobe™ Flash® player here.

Troubleshoot Adobe™ Flash® player here.

Hardware minimum for running Adobe™ Flash® player 10 here.

If my connection is slow or bandwidth low?
There are a few actions you can take to decrease your bandwidth usage. 

  • Pause your camera if you are using one.
  • Make sure your microphone is NOT locked on.  Click and hold the talk button when you wish to speak.
  • Make sure any other computers in your house are turned off or not connected to the internet.
  • Make sure your computer is NOT running multiple applications at once - this will preserve computer CPU and bandwidth should the
    application/s be sharing / using the internet as well.

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Microphone and/or Speaker Problems:

Log-in and start the conference room, in the top right hand side of the conference room you will see a SETTINGS TAB.

It is here you can check both your microphone and webcam are operating.

    There are no cameras listed in Settings - OR - My camera is not recognized in the conference room.
    • 1.      Make sure the webcam is plugged in properly
    • 2.      Make sure you successfully installed the software drivers that came with your webcam.
    • 3.      If your webcam came with video software, try opening it to see if your webcam is working.
    • 4.      Try selecting ‘Default video device’
    • 5.      Contact Customer Help Desk Support 

A good quality Headset is recommended along with a good quality Webcam. Most laptop webcams are also suitable.

Audio ECHO - To reduce this, check the "Reduce Echo" box.

It is recommended to use the "Push to talk" feature if the Host / Moderator is on speaker and select the "Hands free" option
only when they have a headset.

Computer Audio Settings:

In Windows XP select the Control Panel then "Sounds and Audio Devices Properties". In the control panel, move to the "Voice" tab and select the "Test Hardware" button. Follow the instructions to test microphone recording volume and speaker/headphone volume.

Using a Mac OSX computer, you open System Preferences and the "Sounds" Control Panel. Some Mac computers require a USB microphone; and a regular connection to headphones. In the "Sounds" Control Panel you can adjust the volume for input (microphones) and output (headphones or speakers).

Conference Room Audio / Volume Controls:

Microphone and speaker controls are located inside the conference room (Near the Talk Now Button ) and can be adjusted to your needs.

Private Duplex Audio:

My Volume is too low: Before selecting this feature - slide your Conference room Microphone modulation to a higher setting. Also check MASTER volume control on your hardware.

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Moderator - Attendees : I Cannot Log-in into the Conference Room:

Moderator Option 1:
Each Moderator should be entered into the "MY MODERATORS" section in the conference room control panel or otherwise provided by us. As such, the Moderator will then be generated an individual unique URL conference room link. By adding this moderator unique URL link to your web browser, the system automatically logs you in as that individual. No need to use your conference room user name and password.


Moderator
Option 2:
Moderator's log-in with their correct User Name and Password to enable all feature access.
Conference Room Moderator USER-NAME AND USER- PASSWORD : Please do NOT use your web control panel User name and password.

Attendees: After entering the conference room URL link into the web browser, wait a moment and a your details box appears - they just need to use their name, add a room password if required (set by moderator), select internet speed and click -OK. That's it!

The most common reasons for log-in failures are :

1/ The Host / Moderator has entered their User Name and/or Password incorrectly.(Re-type - is case sensitive)
Visit your conference room control panel - Go to My moderators section > Add or copy your unique auto log-in URL link to your web browser.

2/ The Conference Room is PASSWORD protected. (Re-type or check with your conference room owner.)

3/ Internet speed in pull down option selection was not selected. (Select Internet speed - click OK)

4/ Some User's firewalls require two ports to be enabled to ensure no audio and video streaming is blocked or impeded.

Configure your firewall to let ports 1935 access the Internet.

Go to your PC Control Panel > Select Security centre > Windows Firewall > Exceptions > Add Port/s 1935

In the Port number dialog, type 1935. Selected the TCP radio button and click OK. That will open Port 1935 for Connect functionality.

Attendees / Guests - Log-in OK button remains greyed-out.

1/ If the conference room is password protected, you will need to add the room password correctly (case sensitive) to allow you log-in.

2/ A standard Non-Password Conference room link looks something like these examples:

http://www.PcVideoConference.com/conference,ROOMID#

A Password Protected Conference room link looks like:

http://www.PcVideoConference.com/conference,ROOMID#,private

3/ In some cases, your machine, router or server firewall may have Ports 80, 1935 blocked. These Ports must be open in the machine on which you intend to use, this also true for Routers And Server Firewalls. The Pc Video Conference Servers use ports 80 & 1935 for external communication. However, port 80 alone is enough to be opened for external communication in most cases.

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Desk Top Share - (DTS):

When a MODERATOR starts the Desk Top Share Feature, a small JAVA plug-in automatically loads after being prompted by the Java Permission.

Name: Conference Desktop Sharing - Check Trust Publisher and Select RUN.

Meeting attendees (Guest's) will NOT have to complete this - just moderators the first time DTS feature is required.

Please follow these instructions to enable Java though your Web browser:

Internet Explorer 4.x and Up

  1. Click "Tools" --> "Internet Options"
  2. Select the Advanced Tab, and scroll down to "Java (Sun)"
  3. Check the box next to the Java version
  4. Next, select the Security Tab, and select the "Custom Level" button
  5. Scroll down to "Scripting of Java applets"
  6. Make sure the "Enable" radio button is checked.
  7. Click OK to save your preference.

Mozilla 1.x

  1. From the menu bar, choose Edit --> Preferences
  2. Select the Advanced category
  3. Check the box labelled "Enable Java"

    Get Java Downloads for All Operating Systems

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PowerPoint Presentation Feature:

PowerPoint Presentation Feature - Playback Unsucessful / Crashes Conference Room

You Must NOT upload a PowerPoint .ppt file that is PASSWORD protected - You Must remove any password protection before Uploading.

Upload file limit is 100 Мb for each file. Maximum quantity of uploaded files is 25  - If your file is larger than 100 Mbs you may reduce the file into multiple files and save accordingly. EG - powerpoint1.ppt. powerpoint2.ppt and so on.

Ensure the File Name is simple and not complicated with spaces or uncommon charaters. If the file Save As name includes spaces or uncommon characters you can expect problems when you upload the file. Keep the Save As file name simple, for example powerpoint1.ppt etc

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Audio - Video - Data : Record / Playback:

Windows XP - Feature problem with Recording Audio - If you're under Windows XP you will need to use hardware jack to record all.

If you're using Windows Vista or Windows 7 then the Recording software will Record both the moderator and any guest speakers audio.

Conference Audio Video Data Recording (AVD) feature: Functional for Moderator ONLY using Windows OS. This is called ConferenceRS.exe, a required plug-in when selecting this feature, this program must be running and will be noticably located in your system tray.

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WhiteBoard:

Feature Available - No known issues- Larger fonts coming soon.
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Emergency Pager:

After attempting to re-start the conference room by re-freshing the web browser, conference room account owners should access their web conference control panel and to active the 24/7 Emergency Pager.

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Show Mode - Live Video Playback:

Upload file limit is 128 Мb for each file. Maximum quantity of uploaded files 25

You can play video files with following extensions .FLV, .F4V, .MP4, .MOV

Some formats, such as .MOV cannot be supported by your guest’s computers. Files format .MP4 began to play after fully downloaded on your computer.

Notice : MP4 can be problematic at times. Why? Because MP4 has some many different types of codecs. We have installed the most common ones.

Remedy:

1/ As Flash(.FLV )is the least problematic, try converting your MP4 and save / upload in flash (.flv)

To learn more: Try Google "convert mp4 to flv" for suggestions.

2/ Alternatively, upload your video to YouTube, then use this URL link and play this to your audience via the conference room web browser.


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