Getting Your Computer Ready
Our tech support staff can be reached at 800.775.7654 or 715.833.5426 for additional support if needed. Hours: 7 a.m. to 5 p.m. Central Time, Monday through Friday.
System Requirements
- What are the basic telephone requirements for the audio portion of an event?
- What are the basic WebEx system requirements?
- What if I'm using a Macintosh computer?
Getting Started
- How do I download the WebEx software to set up my computer?
- How do I configure my browser settings?
- How do I clear my browser's cache?
- Should I turn off pop-up blockers?
Test It A Few Days Before The Event
Troubleshooting
- There is no Join button; it says Private.
- There is no Join button; it says Enroll.
- When I try to go to the meeting site, a message says the page could not be found.
- I can't join the event; it's asking me for a username and password.
- When I click Join, a message says "Access denied"
- After I click Join, I get "Error 105: Setup was unsuccessful."
- I filled out the form and clicked the Join button, but it hangs at the "One Moment Please" screen.
- I filled out the form and clicked the Join button, but it hangs at the "Meeting in Progress" screen.
- Event Manager starts, but I don't see any slides.
- I need help accessing a Web Archive of an event.
Q: What are the basic telephone requirements for the audio portion of an event?
A: The audio portion of an event is delivered through your telephone. Here are the basic requirements.
To attend an event:
- A standard wired telephone (or speakerphone for a group) is recommended.
- Cell phones and cordless phones can result in greatly diminished audio quality and are strongly discouraged.
- VoIP telephone systems have been used with varying success.
For presenters only:
- A standard hard-wired (not wireless) telephone is required. KRM can provide you with one if necessary.
- If you have a good-quality headset, we strongly recommend you use it for optimal comfort and audio quality. If you don't have a headset, KRM will provide one for you to use.
- If two presenters are at one location, each presenter must be on a separate phone and phone line.
- If you have a VoIP telephone system, please be sure to mention it during your Orientation Call.
- Specific issues can be discussed during your KRM Orientation Call prior to the event.
Q: What are the basic WebEx system requirements?
A: To successfully use WebEx, you will need at least the following minimum system setup:
Currently, Event Center allows only Windows users to host and present in an event and allows non-Windows users to join an event.
Minimum requirements to host or attend fully interactive events using Event Manager for Windows:
- Windows 98, Me, NT, 2000, or XP
- Intel Pentium, 266 MHz
- 64 MB available RAM
- Microsoft Internet Explorer 5.0 or later, or Netscape 7 or later
- Mozilla Firefox with Java version 1.5 or later
- JavaScript and cookies must be enabled in the browser
- 56K or faster Internet connection
Macintosh Computer
In general, Mac users are able to use WebEx applications as indicated on WebEx's website. However, we have identified some problems specific to the Mac and Event Center. These include the inability to host an event and/or slides which are displayed improperly or do not appear at all. KRM has documented and submitted these issues to WebEx and we have received assurances that they will be resolved in a future service pack. The service pack released in April of 2006 did not resolve this issue. Until WebEx resolves this problem, in the interest of ensuring a great event experience for all attendees, we recommend that Mac users utilize a Windows PC to participate in Audio + Web events
- Macintosh OS 10.2 or 10.3 - NOT compatible with 10.4 (Tiger) at this time
- 64 MB available RAM
- Safari (recommended), Microsoft IE 5.2 or later, or Netscape 7
- Java, JavaScript, and cookies must be enabled in the browser
- 56K or faster Internet connection
Minimum requirements for other non-Windows users to join an event using Event Center Java client:
- 64 MB available RAM
- Java Virtual Machine 1.3 or Java-enabled browser and operating system
- JavaScript and cookies enabled in the browser
- 56K or faster Internet connection
Event Center Java Client has been tested on the following combinations of operating system and browsers:
- Mac OS X version 10.2/10.3 with Internet Explorer 5.2 and Netscape 7
- Red Hat Linux 8 with Mozilla 1.2.1
- Solaris 8 and Netscape 7.0
Software Download
Event Manager client software (free download from WebEx)
WebEx provides the Event Manager client in three versions:
- Microsoft Windows native client for Internet Explorer
- Microsoft Windows native client for Netscape
- Java client for Macintosh and others who cannot use the native client
Since KRM uses Secure Sockets Layer for its WebEx events, the WebEx client should be able to communicate without issue and should allow you to make connections across your firewall to the event. However, if your company uses a proxy server on your network, we recommend that your IT department add *.webex.com to the exception list on the proxy server if possible. This will prevent the WebEx traffic from being delayed and should allow for a better meeting experience.
Symptoms of proxy server issues could include delays during desktop/application sharing followed by the data updating at once, or multiple mouse/screen changes in bursts.
Q: What if I'm using a Macintosh computer?
A: WebEx does support MacIntosh, but...
In general, Mac users are able to use WebEx applications as indicated on WebEx's website. However, we have identified some problems specific to the Mac and Event Center. These include the inability to host an event and/or slides which are displayed improperly or do not appear at all. KRM has documented and submitted these issues to WebEx and we have received assurances that they will be resolved in a future service pack. The service pack released in April of 2006 did not resolve this issue. Until WebEx resolves this problem, in the interest of ensuring a great event experience for all attendees, we recommend that Mac users utilize a Windows PC to participate in Audio + Web events
WebEx currently supports G4 or greater Mac computers running OS 10.2 or 10.3. OS 10.4 (Tiger) is not yet supported at this time. The Safari browser is recommended, but Microsoft IE 5.2 or later or Netscape 7 are also supported. Since there is no native Event Manager client for Macintosh, your browser must have Java, JavaScript, and cookies enabled.
You will not be able to use a Macintosh to host or present a WebEx event.
Q: How do I download the Event Manager plug-in software to set up my computer?
A: The Event Manager client software is available for Internet Explorer and Netscape browsers running on Microsoft Windows computers. There are several methods to get Event Manager:
- You will receive Event Manager automatically when joining an event.
- Manually set up the Event Manager software before the meeting:
- Go to krm1.webex.com
- In the left margin, click on Event Manager, then click the Set Up button.
- Manually download Event Manager before the meeting:
- Go to krm1.webex.com
- In the left margin, click on Assistance, and under that, click Support.
- Scroll down to the Downloads section, and click one of the two Download Event Manager Installer links, depending on whether you use Internet Explorer or Netscape.
- In the File Download window, click Save to save the file to your computer to run at a later time, or Run to install immediately.
- To install later, locate the downloaded file on your computer and double-click it. Choose all the default options in the installer.
Note: when you run the installer, you may see a message indicating that you need administrative rights to install the software. In this case, log off, and log in using an administrative account (you may need assistance from your network administrator or IT staff).
* Problems? Call KRM Technical Support at 800.775.7654 or 715.833.5426. Note: If you are running on a Netscape browser, you may receive a "Security Hazard" warning message during the plug-in download. Please click the "Grant" button to allow the plug-in download process to continue.
Q: How do I configure my browser settings?
A: Follow these instructions for your particular browser:
Internet Explorer
- From the Tools menu, select Internet Options.
- Go to the Security tab and move the slider to Medium level. If the slider is not displayed, click on the Default Level button.
- Go to the Privacy tab and adjust the slider to the Medium level.
- Click the OK button to close the dialog box.
- Close Internet Explorer and re-open it.
FireFox
- Click Tools, Options; click the Content icon
- Place a check in the Enable Java and Enable JavaScript boxes
Netscape versions 4.7x thru 7:
- From the Edit menu, select Preferences.
- Click Advanced and check Enable Java
- Also under Advanced, Click Software Installation
- Check the box labeled Enable software installation
- Expand the Privacy & Security category and click Cookies
- Check Enable cookies for the originating site only
- Click OK
Netscape 8
- Click Security Center
- Click the Site Controls icon on the left margin
- Click the Site List tab
- Under Master Settings, click the I'm Not Sure zone
- Under Rendering Engine, select Internet Explorer
- Make sure the following are checked:
- Enable Java
- Enable JavaScript / VBScript
- Enable Active X
Safari (MacIntosh)
- Click Safari, and then Preferences...
- Check the boxes as shown:
Q: How do I clear my browser's cache?
A: Old versions of pages stored on your computer can prevent the WebEx service from working properly. Follow these steps to ensure that you get an up-to-date version of the page.
Internet Explorer
- From the View or Tools menu, select Internet Options.
- Click Delete Files.
- Click Ok.
- Close Internet Explorer and re-open it.
Firefox
- Click Tools, Options; click the Privacy icon, and then the Cache tab
- Click Clear Cache Now :
Netscape 4 thru 7:
- From the Edit menu, select Preferences.
- Open the Advanced section and select Cache.
- Click Clear Disk Cache and Clear Memory Cache.
- Close Netscape and re-open it.
Netscape 8:
- Click Security Center
- Click the Privacy icon on the left margin
- Click both Clear buttons to the right of Cookies and Cache
Safari (MacIntosh)
- Click Safari, and then Empty Cache:
Q: Should I turn off pop up blockers?
A: Pop-up blockers will prevent the WebEx client software from installing. You may either turn off all pop up blockers or add an exception for WebEx to generate pop up windows.
The following intructions will allow pop-ups only from Webex. You will stil be protected from unwanted pop-ups.
Windows XP
Open Internet Explorer
- On the Tools menu, point to Pop-up Blocker, and then click Pop-up Blocker Settings.
- Type *.webex.com in the Address of web site to allow box, and then click Add
Firefox
- Click Tools, Options, and then the Content icon.
- Check the Block Popup Windows box, click Allowed Sites
- Type *.webex.com in the "Address of web site:" box
- Click Allow
Q: How do I test my computer?
A: To test your computer:
- Close all other applications on your computer.
- Clear your browser cache before testing or connecting to the live event (see instructions above).
- Click here to go to a Test Meeting
- You will see a "One Moment Please" screen, followed by a "Meeting in Progress" screen. The Meeting in Progress screen may be displayed for several seconds while the Event Manager is set up.
- Finally, the Event Manager window should fill your whole screen. You should see a scrolling slide show on the left side, with one of the slides saying "You have successfully completed the test." Your computer is now ready to attend your event and you may close Event Manager. (If you get stuck on the "One Moment Please" screen, try logging off, and log in using an administrative account -- you may need assistance from your IT or MIS staff -- and then repeat the test.)
Installation of the WebEx Event Manager software on the computer can take 1-2 minutes on a broadband connection and up to 10 minutes on dial-up.
You may also call KRM Technical Support for assistance at 800.775.7654 or 715.833.5426. Technical Support hours are 7:00 a.m. to 5:00 p.m. US Central Time Monday through Friday.
Q: How do I connect to the live event?
A: You will receive the audio portion over your telephone line to ensure best sound quality. If your event includes web content, you will use your computer and WebEx Event Manager to see the visual part of the event.
Connection Instructions for Telephone Audio:
You will receive an e-mail message a few days before the event, providing connection instructions and a telephone number and PIN number. Approximately 5 minutes prior to the start of the event, dial the telephone number provided in the e-mail (if you are calling from outside the United States, this may be a toll call). Follow the voice prompts to enter your event number and PIN number.
To Connect to the Web-based Portion of the Program:
Please do this 15 minutes prior to the event.
- Close other applications running on your computer.
- Go to one of the following sites (according to your e-mail instructions):
- In the List of Events, locate your event ID number, and click the corresponding Join Now link on the far right side of the screen.
- Next, you will see a form requesting your name, email address and password. Fill in all fields. The password is located in your written instructions.
- Click on the Join button located in the lower-right corner of the page (you may have to scroll down to see it).
- You will then see a screen that says "Meeting in progress." This screen will appear for up to 45 seconds depending on your connection speed. Please wait without clicking anything until the next screen appears.
- Finally, the Event Manager window should fill your whole screen. You should see presentation slides on the left side and your name on the attendee list on the right side (other attendee names are not shown for privacy).
If you have any questions, call KRM Customer Service at 800.775.7654 or 715.833.5426. Customer Service hours are 7:00 a.m. to 5:00 p.m. US Central Time Monday through Friday.
Q: There is no "Join" button; it says "Private."
A: The KRM Moderator will activate the Join button approximately 15 minutes prior to the event start time.
Please wait until 15 minutes before the start of the event and try again by clicking View > Refresh in the menu for Internet Explorer, or View > Reload in Netscape.
Q: There is no "Join" button; it says "Enroll."
A: If you see the Enroll button, please call Customer Service at 800.775.7654 or 715.833.5426 to report this problem.
KRM hosts a continuous WebEx event to allow you to test your connection at any time. Since normal WebEx events aren't intended to operate for such an indefinite time period, we find that we have to restart our test site occasionally. We are sorry if this causes any inconvenience.
Q: When I try to go to the meeting site, a message says the page could not be found.
A: Please check the following:
- Do not type "www" in the site address . The address should be either krm1.webex.com or krmdemo.webex.com.
- Check the spelling of the link carefully. ("webex" has two 'e's)
- Make sure you are typing the address into the address bar of your browser and not into a search field on a web page.
- Your Distributed Name Service (DNS) server may be having trouble locating the site by name. Try getting to the site by IP number - 66.114.168.52/krm1 or 66.114.168.52/krmdemo.
- Call KRM Support at 800.775.7654 or 715.833.5426.
Q: I can't join the event; it's asking me for a username and password.
A: You have clicked the "Login" button rather than "Join."
Please try again - click Join after filling out the form, rather than Login
Q: When I click Join, a message says "Access denied"
A: This occurs when using Netscape and cookies are disabled.
Please enable cookies and try again.
Q: After I click Join, I get "Error 105: Setup was unsuccessful.
A: Your network security policy does not allow you to install software.
Contact your IT or MIS staff and ask them to install the software manually using administrative rights. After this, you should be able to join a meeting.
Q: I filled out the form and clicked Join, but it hangs at the "One Moment Please" screen OR it hangs at the "Meeting in Progress" screen.
A: This occurs for a variety of reasons. There are several options listed below to help troubleshoot the inability to join a meeting.
First, there is some delay at this stage depending on your connection speed. On a fast network connection, it normally takes about 10 seconds for the Event Manager screen to appear, but it can can take up to 1 - 2 minutes. If you see no activity and the Event Manager does not appear after about 3 minutes, please continue to try the following suggestions:
- Are you using the Firefox browser? WebEx does not support it yet; try using Internet Explorer or Netscape instead.
- Clear your temporary Internet files (cache).
- Turn off pop-up blockers.
- Check your browser settings.
- Shut down and restart your computer.
- If you have a Microsoft Windows computer, download the Event Manager manually and try again.
- (For advanced users) Remove any currently-installed WebEx software (remove the WebEx entry under Add/Remove Programs in Control Panel) and re-install.
- Call KRM Support at 800.775.7654 or 715.833.5426.
Q: Event Manager starts, but I cannot see the slides.
A: Macintosh users: This is a known WebEx bug. Until WebEx solves this problem, please use a Windows PC instead.
Otherwise: This can be caused by incorrect browser settings.
- Check your browser settings
- Clear your cache
- Try joining the event again
- If you still do not see the slides, call KRM Support at 800.775.7654 or 715.833.5426.
