Before begining to troubleshoot your issue, it may help to know where the issue lies in the connection between us and you. Please use the diagram below, in conjunction with the provided information, to troubleshoot your issues.
.gif)
General
I am having headset trouble.
The Output Playback isn't working.
I'm not sure if my Device Driver is installed.
My microphone isn't working.
Interwise
I need to install the software.
I need assistance with the setup/installation of the Interwise Participant Application.
I need assistance connecting to an Interwise Event.
I am having audio issues.
I am having otherissues.
GoToMyPC
I need assistance with the setup of GoToMyPC.
Issue: It isn't working.
Solutions:
1. Be sure it is correctly plugged in - the red plug is the microphone input and the black plug is the headphones output.
2. Check the inline volume control and increase volume if needed.
Top>>
Computer Settings
Issue: Output Playback isn't working.
Solutions:
1. Adjust the volume for multimedia playback devices: From the Control Panel, open Sounds and Audio Devices, then on the Audio tab, under Sound playback, click Volume.
2. To display all output volume controls: Select Options from the menu bar then Properties. In the Properties menu, select Playback. Check the needed volume controls (i.e. select all options).
3. If you don’t hear any sound: In the Master Volume Control dialog box, validate the Mute all settings is not set for the Master Volume Control and the slider bar is turned up.
4. If you can hear yourself while talking: In the Master Volume Control dialog box, validate the Mute settings is set for the Microphone or other Inputs.
Top>>
Issue: Microphone isn't working.
Solutions:
1. From the Control Panel, open Sounds and Audio Devices: On the Audio tab, under Sound recording, click Volume. In the Recording Control dialog box, validate the microphone or input device is set to Select.
2. To display all input volume controls: Select Options from the menu bar then Properties. In the Properties menu, select Recording. Check the needed volume controls (i.e. select all options).
Note: To open Sounds and Audio Devices, click Start, click Control Panel, click Sounds, Speech and Audio Devices and then click Sounds and Audio Devices.
If you select the Place volume icon in the taskbar notification area check box on the Volume and your volume can be changed using the speaker icon that appears in the notification area. You can change the volume by clicking the icon and adjusting the slider.
Top>>
Issue: Device Driver
Solutions:
1. Verify the Sound device driver is installed. Contact local IT department or Manufactures Website for installing the necessary drive. Or Microsoft Updates hardware software updates.
Note: New Horizons of Minnesota cannot assist in software installation.
Top>>
Interwise
Issue: I need to install the software.
Solutions:
1.
http://www.interwise.com
2. Hover over “Customer Support”
3. Select “Download software”
4. Download: Interwise Participant Application Note: Vista requires Vista version of the Participant
Top>>
Issue: I need assistance with the setup/installation of the Interwise Participant Application
Solutions:
1. What is the Interwise Participant application?
The Interwise Participant application is a web based client software that allows a user to actively attend and collaborate in an Interwise live event.
2. What are the minimum requirements needed to setup the Participant application?
To setup the Interwise Participant application, a user's PC must run either Windows 2000, or Windows XP (SP1 and SP2 are both supported), with either Internet Explorer 6.0 (or higher) or most forms of Netscape 4.7 or higher are supported. The computer must have at least 64 MB of RAM and the monitor must support at least High Color (16 bit) at 800 by 600 resolution.
3. How do I setup the Participant application?
There are several ways to set up the Participant application. Upon connecting to an Interwise event, the system will recognize that your PC does not have the client software and will setup the software while connecting to the event. Alternatively, you may choose to manually setup the Participant client software from the appropriate link in the event email invitation you have received, the homepage of the Communications Center or portal or directly from the Interwise website.
4. Can I use an AOL browser when connecting to Interwise events?
Interwise does not support the AOL (Mozilla / Firefox) browser. However, if you connect to the Internet through AOL, you may choose to minimize the AOL browser and use Internet Explorer to attend the event. Alternatively, to access the ICC with a Firefox, you can use plugins available on the Internet such as from: http://ietab.mozdev.org
5. Where can I test my connection in advance? To run an advance system check and test your connection, you may access an automated “Getting ready” page. Click on the appropriate link in your email invitation or from the “Getting Ready” area of the Communications Center or portal.
6. I thought I have the Participant application already. Why is it setting up again?
A Communications Center system administrator may choose to set a policy, forcing all users to automatically upgrade to a newer version of the Participant client. This process occurs while connecting to an event and should last no more than 2 minutes on a broadband connection.
7. A security message has appeared. Do I need to trust Interwise content?
To avoid having your browser launch the security certificate every time you connect to an Interwise event, we strongly recommend selecting the “trust content from Interwise” box.
8. I see a blank, white page but nothing is happening. What should I do?
If, while setting up the Participant application, you see a blank white page and nothing appears to be happening, check to see that your web browser is set to allow ActiveX scripting. From the Internet Explorer interface, choose Tools - Internet Options - Security - Custom Level and enable “Script ActiveX controls marked safe for scripting”. A Communications Center system administrator can also change the event entry settings to bypass this default entry method.
9. The Participant application has been loading for a while but nothing is happening. What should I do?
If the setup of the Participant application has begun but is stuck, try connecting to the event again. Check to see that your connection to the Internet or network is still alive. If the problem persists, contact your company’s Interwise administrator or service desk.
10. I get an error message stating I cannot setup the application and must do so manually. What should I do?
Click on the link to setup the Participant application manually. This will download the insstud.exe file to your PC. Double-click on the downloaded file to run the setup. Click on the “Return to catalog” to view the catalog page and enter the event again.
Top>>
Issue: I need assistance connecting to an Interwise Event
Solutions:
1. I cannot connect to an Interwise server. What can I do?
First, make sure your network has an established connection to the Internet on HTTP (port 80) and HTTPS (port 443). If your network requires you to go through a web proxy, you may need to enter the proxy address manually (in most cases, the system should recognize this automatically). To do so, click on Start - Programs - Interwise - Interwise Participant Options - Tunnel and enter your proxy address and port in the correct field. Try to connect to the event again. If you have a personal firewall installed on your PC, verify that the Interwise Participant application and push client are trusted for out-going traffic. If the problem persists, contact your helpdesk or company’s Interwise administrator.
2. I connect to an event and I get an “Open with” window asking me to choose an application to open. What should I do?
This window usually appears when you are in the process of connecting to an event as a Participant but do not have the application installed. To setup the application, go to: http://download.interwise.com.
3. What should I do after I connect to the event?
Upon connecting, you may see others who have joined. You can view them in the Participant list on the top right side of the application. At times the event’s moderator or facilitator may not have joined yet. If you are in an iMeeting event, you may converse with others while waiting or familiarize yourself with the application.
4. I get a “failed to connect – retry” message. What should I do?
First, make sure your network has an established connection to the Internet on HTTP (port 80) and HTTPS (port 443). If your network requires you to go through a web proxy, you may need to enter the proxy address manually (in most cases, the system should recognize this automatically). To do so, click on Start - Programs - Interwise - Interwise Participant Options - Tunnel and enter your proxy address and port in the correct field. Try to connect to the event again. If you have a personal firewall installed on your PC, verify that the Interwise Participant application and Push Client are trusted for out-going traffic. If the problem persists, contact your helpdesk or company’s Interwise administrator.
5. My company uses a web proxy. Can I connect to an event?
Yes. The Interwise Participant can work with almost all web-proxies. The application will detect this upon connecting to a server during a live event from your browser settings. If you cannot connect to a server, you may need to manually enter your company’s web proxy address.
Top>>
Issue: I am having audio issues.
Solutions:
1. Do I need to use my PC speaker’s or microphone for audio during a live event?
The Interwise Enterprise Communications Platform (Interwise) allows for integrated VOIP. Events may be set to allow only PC audio. Contact your company’s Interwise administrator for more information.
2. I cannot hear anyone in the event. What should I do?
If using your PC for audio, check the volume settings, that your speakers are connected properly and that others can hear as well. If you are using a laptop, you should also check that the laptop Mute option is not selected.
3. How do I mute or un-mute my audio?
If using your PC for audio, click on the Un-Mute or Mute button to speak or mute yourself respectively.
Top>>
Issue: I am having other issues.
Solutions:
1. Are there any illegal characters I cannot use?
The following characters are not permitted for usernames: < > ; , and space Password: < > | ‘ ; / \ & # “ ? First and last name: < > ; ,
Top>>
GoToMyPC
Issue: I need assistance with the setup of GoToMyPC.
Solutions:
1. What are the system requirements for running GoToMyPC?
Host PC (the one you will access remotely)
- Microsoft® Windows® 2000 or newer
- Recommended: Windows 2000, XP Home, XP Pro
- Internet Explorer® 5.0 or newer, Firefox® 1.0 or newer or Netscape® 7.0 or newer
- "Always on" Internet connection (cable, ISDN, DSL or better)
Client Computer (the one you use to access the host PC)
- Windows 95 or newer
- Recommended: Windows 2000, XP Home, XP Pro
- Internet Explorer 5.0 or newer, Firefox 1.0 or newer or Netscape 7.0 or newer
- Recommended: The download process is easier if Java™ is installed and the Web browser supports Java
Client Computer with Universal Viewer (used with Java-supported, non-Windows operating systems and Windows computers that do not accept downloadable files)
- Java and a Web browser that supports Java
- Recommended: The Sun Java 1.4 Standard Edition Java Virtual Machine (JVM)
- Microsoft Windows with Internet Explorer 5.0 or newer, Firefox 1.0 or newer or Netscape 7.0 newer; Microsoft Java or Sun Java
- Note: Other browsers that support Java and have a full Java 2 Standard Edition JVM may work but have not been tested
- Note: The Microsoft JVM is no longer available; however, if it is already installed, the latest security updates are available from Windows Update
- Recommended: Broadband Internet connection (cable, ISDN, DSL or better)
- Note: Windows Mobile versions for Smartphones are not supported
2. Can my IT manager block GoToMyPC access to company computers?
Because GoToMyPC is a highly secure encrypted service, it provides no security risk to your company. And, because it enhances employee productivity by enabling employees to work from home and remote locations, most companies find great benefits in allowing their employees to use GoToMyPC.
3. How does GoToMyPC work with firewalls?
With GoToMyPC, the host PC's initial communications are through an outgoing TCP connection that is brokered by a Citrix Online server. Because outgoing connections generally do not pose a security risk, most firewalls allow them without any configuration required.
In the event that a firewall does initially prevent a connection, you can take a couple of easy steps to enable GoToMyPC with firewalls. The steps you need to take will depend on whether the firewall is installed on the host or client computer.
4. How will GoToMyPC affect my Internet bandwidth?
GoToMyPC uses your existing Internet infrastructure, making use of unused incoming connections and available bandwidth and thereby reducing any bandwidth resource issues.
5. Can I use GoToMyPC with a Mac®?
You can use a Mac with an Internet connection to access your host PC. However, the computer that you are accessing, your host PC, must be a Windows PC. The Mac that you use to access your PC must be Mac OS X with Safari 1.0 or later, Firefox 1.0 or later or Internet Explorer 5.1 or later; and Sun Java. For Mac OS 8.6-9.2, you must also have Internet Explorer 5.0 or later and Microsoft Runtime for Java (MRJ) 2.2.5 or later.
Top>>