TECHNICAL SUPPORT

How do I join my conference?
You will have received an email containing your conference name, password, and a link to the conferencing service. When you click on the conferencing service link in the email, your internet browser will open. You will see your conference name listed with a blue link in the middle of the page. Click on that link to start the conference process.

If this is your first time using the service, you will be promted to install software.
After the installation is complete, the conference software will start and you will be prompted for your conference password. After you enter your conference password, the conference will open.

Why am I being asked to install software?
The conferencing service requires the installation of a video client application. It is safe and does not contain anything that will harm your pc. It is free from spyware, adware, viruses, trackers, trojans, etc.

My password for the conference isn't working.
Make sure you are using the password supplied in the email for the conference. Passwords are case-sensitive.
Also, make sure you are trying to log in to the correct conference name.

I can't see other people or I only see myself.
There may be no one else using a video camera or they may not have joined the conference yet. Also, the Host of the conference can control when audio and video can be used and when it cannot. If you are the Host, you have the choice of making video 'always on for everyone' or 'host controlled'. If video has been enabled for the conference, you will see a 'Video Enabled' icon on the homepage of the conferencing system.

I can't see my own video.
First, make sure your camera is plugged in and working. If video has been enabled, you will see a box for the video once you have joined the conference. It is right under the address bar on the left side of the screen.
Make sure you have opened this box by clicking on the down arrow bar.

Second, make sure you have enabled video on your pc. Go to File>Options>Video.
Make sure the box labeled 'Enable Video' is checked.

No one can hear me or I can't hear them.
First, make sure your microphone is plugged in and working, your speakers are on, and the volume is up.
If audio has been enabled for you in the conference, you will see a green wavelength icon next to your name.
If it has not been enabled, it will not be visible.

Second, make sure you have enabled audio on your pc. Go to File>Options>Audio.
Make sure the box labeled 'Enable Audio' is checked.
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It is a very good idea to run the audio wizard if this is your first time using the service. To run the audio wizard, click on Help> Audio Tuning Wizard. The Audio Tuning Wizard will test your speakers and microphone.

 

Other participants are telling me I'm too loud/soft. What do I do?
You need to adjust your microphone volume. In the conference window click on File>Options>Audio In.
Adjust the Recording Volume level.

I keep hearing an echo. How do I stop it?
It is STRONGLY urged that off-site users do not use a microphone and speakers that are in close proximity to each other (within 3 feet). This leads to terrible echoing and noise as the microphone picks up the sound coming from the speakers, creating a continuous loop. Off-site users are encouraged to use headsets/earphones when speakers are in close proximity to microphones.

How do I mute myself if I need to?
At the bottom of the screen is a checkbox marked Mute. Check this box to mute yourself.

 

Everyone is loud. How do I turn down the volume?
At the bottom of the screen is a slider marked Audio Out.
You can use this to adjust the volume of your speakers or headset.

I was accidentally disconnected from the conference. How do I rejoin?
Go back to the conference system link you received in the email and start over.

When I try to connect, I get an error message about an account name.

This means someone else is already using the name you are trying to use. For example, there may be two people named David joining the conference. To change the name you are using, click on the small right-hand black x in the error message. Go to File>Options>General. Change the screen name. You will have to exit the program and re-join the conference form the homepage link after changing your screen name.

Most of the main toolbar menu items are grayed out. Why can't I access these?
Advanced options in the menus are available to Hosts and Presenters only.

I am supposed to be a Host/Presenter but I can't access the menus either.
In order to be a Host, you have to join the conference first and then the administrator assigns you Host privileges. Host privileges are not immediately available when you first join the conference. Hosts/Presenters should always try to join the conference 15 minutes prior to the start time.

If you can't find an answer to your question, please email us.