Tech Support

If you are having trouble logging into a webinar, please read this page before contacting USTelecom. These are the most common technical challenges we encounter and instructions for solving them.

This is a list of the common problems encountered when trying to view a webinar. Please carefully review the list below to see if your problem is covered.

Webinars

USTelecom webinars are available on-demand 24 hours after the live airing, so you will still be able to view the webinar in its entirety at your convenience if you miss the live webcast.

Please be aware that some of these solutions require changes to your computer settings that may carry over to other programs. If you have any concerns, please contact your IT department for assistance.

Click here to perform a System Test.


System Requirements for Webcast Participants

Hardware Requirements

2.0Ghz Processor or faster
512 MB RAM (1 GB recommended)
Monitor and Video Card that support 64k color

Software Requirements

Windows XP or later, Mac OS X 10.5 or later
IE 7 or later, Firefox 3.0 or later, Safari 3.0 or later
Chrome is supported, however, to avoid an audio echo, please close the lobby window once the presentation window opens
Adobe Flash Player 10.2 or later (Download)


Webcast FAQ: Answers to your frequently asked questions

System test issues

Q: I can click the link to the System Test but when the page opens I don't see anything.
A: You must have Flash player installed for the System Test to work. You can download the latest version of Flash here.

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Login issues

Q: The presentation start time has come and gone but I'm still seeing the lobby page.
A: Try refreshing your browser by pressing the F5 button on your keyboard or by clicking the Refresh button in the browser window.

Q: Nothing is happening when I press the "Play" button to view the presentation via the lobby page.
A: Turn off pop up blockers in your browser and try again.

Q: When I try to register for the webcast I get an error message saying that my email address is already registered.
A: If your email address is already registered, you should login to the webcast using that email address. There should be a link to login located on the same page with the registration form.

Q: Can I access the event from a different computer than the one I registered on?
A: Yes, you can use a different computer, but you should run the System Test on that computer to make sure it meets the requirements to participate in the webcast.

Q: Why can't I get back to the registration page?
A: If you have already registered or signed in, you will be directed to the lobby page rather than to the registration page. To view the registration page again, you will need to clear your browser cookies, and then go to the registration page.

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Presentation viewing issues

Q: Why is my video choppy?
A: The video may appear choppy due to network congestion. You may get a better connection by connecting to the presentation via another network.

Q: Why can't I hear any audio?
A: Check to make sure your speakers are turned on and that the volume is at an appropriate level. Also check that the "mute" button is not selected in the video/audio window of the presentation.

Q: I can see and hear the presentation, but the slides are not flipping.
A: The slides may not be flipping because the presenter is not changing the slides. You can also try refreshing your browser if you think your should be seeing the slides change. Click F5 to refresh.

Q: I hear an echo while listening to the presentation.
A: Check to make sure that you don't have two instances of the presentation window open on your computer. You may also be experiencing an echo if you are using Chrome as your browser. If this is the case, please close the Lobby window once the Presentation window opens.

Q: All of the presentation window content doesn't fit on my screen.
A: You can press F11 on your keyboard to make the presentation full screen. For optimal viewing, the presentation should be viewed at a screen resolution of at least 1024x768 pixels. If your screen is set to a lower resolution it may cut off portions of the presentation window.

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Archive viewing issues

Q: When I select a slide index page in the archive, the presentation jumps back to the beginning rather than going to that slide.
A: Look at the timecode in the video/audio window of the archive. If it appears that there is no defined endtime for the video/audio, you will need to close the archive and try accessing it again. Once you have reloaded the archive, make sure that an endtime is visible on the timecode.

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If your issue is not listed above, contact your company’s IT support.

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Webex Webinars/Seminars

To access the webinar
Information and instructions on how to access the webinar (including a link and password) will be emailed to you the day before the webinar. You will be able to access the webinar approximately 15 minutes prior to the start of the webinar (12:45 P.M. ET).

Here are some other details about the online webinar environment:

Your computer
All of the webinar/seminar content comes to you via your computer. You need to have your computer connected to a broadband connection and your computer must have sound capability (speakers).

All of the sound for this webinar/seminar will come to you through your computer. One of the most frequent issues that come up during a live webinar/seminar is that the participant cannot hear the audio. Please check to make sure your speakers are NOT muted and that the volume is turned up.

We are using WebEx and the main screen will provide all the data images. To the right, in the upper right-hand corner of the viewer, you will see a small video box. Here you will see the video of whoever is speaking at that time.

To the right, you will also see a “chat” box and a “Q&A box.”

You do NOT need to dial into a conference bridge. Again, all of the sound for this webinar/seminar will come through your computer speakers.

When you first connect to the link, you may be asked to download and install software on your machine. No other computer plug-ins are required for you to attend this webinar/seminar.

WebEx supports all major browsers and operating systems, but we recommend that you update your browser to the most current version.

Once the WebEx viewer launches on your machine, you may not immediately see the video. In the upper right-hand corner of the viewer there is a tab labeled “Participants.” If you do not see the video click on the “Participants” button and you should see the video of the presenter. Please feel free to play around with the user interface. You can move things around on your screen, turn the video on and off, enlarge the presentation, etc. This is your own personal viewer and does not impact anyone else’s viewing experience.

If you leave the webinar/seminar and want to come back into it later or if you get disconnected, it is best for you to start over to rejoin. Click on the original link and re-enter all of the information as you did when you first joined.

Bandwidth Needed
The more bandwidth the better, but we suggest a bandwidth of at least 700Kbps for the downstream. We also suggest a wired broadband connection; a wireless connection should work but it will depend upon many factors.

Asking Questions During the webinar/seminar
You will be able to ask questions of the presenter via the Q&A function located on the right side of the viewer. Please identify yourself when asking a question. There is no live voice interaction, only texting of questions through the live Q&A function. If you prefer to e-mail your question(s), please send them to [email protected]. You may also use the “chat” function to ask a question, again by texting in the box provided inside the viewer.

Survey Questions
When you exit the webinar/seminar or when the presenter ends the webinar/seminar and while still in the WebEx viewer, you will see a pop-up requesting that you complete a short survey questionnaire. This questionnaire is designed to get your immediate reaction to the webinar/seminar.

Viewing the webinar/seminar On-Demand
If you miss any of the live webinar/seminar or want to view it again you will have access to view the webinar/seminar on-demand. You will receive a link to view the webinar/seminar on-demand within 24 hours of the end of the webinar/seminar.

Technical Problems
If you have any questions or concerns during the live webinar/seminar please call 202-326-7361 or e-mail us at [email protected].

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Livestream Events

Minimum Technical Requirements

  • Adobe Flash Player 10.0.32 or above
  • Internet Explorer 8.0 or above, Firefox 2.0 or above, or Safari 3.0, or Chrome 4.0 or above
  • Microsoft Windows XP SP2, Microsoft Windows Vista, Macintosh OS X v10.4 or above, or Linux
  • JavaScript and Cookies must also be enabled.
  • Speakers/headphones

For a reliable viewing experience at medium quality we recommend a downstream connection speed of at least 700Kbps. Viewers can select a higher (up to 2Mbps for HD) or lower (198Kbps for low) video quality on the player depending on the connection speed.

You can test your connection speed here we recommend testing several times as bandwidth can fluctuate.

Always use the latest version of Adobe Flash. Check your version of Adobe Flash (and upgrade if necessary) at the following link: http://www.adobe.com/software/flash/about/. We recommend upgrading to the latest version of Java: http://www.java.com/en/download/index.jsp.

You can view Livestream through a free Apple iOS Livestream app and from many other mobile devices. If the channel you’re trying to watch isn’t mobile compatible, you may run into bandwidth issues. Connect via WiFi if possible.

Asking Questions:
You will be able to ask questions of presenters via the chat function in your Livestream viewer.  Please identify yourself when asking a question.  There is no live voice interaction, only texting of questions through the live chat function.  You can also email your questions to [email protected].

Viewing the Event On-Demand
If you miss any of the live event or want to view it again you will have access to view the event On-Demand.  Use the same link and password mentioned above.  The event will show as "OFFLINE", but you will have access to the all of the event in the "Video Library."  Simply scroll down toward the bottom of the page until you find the "Video Library."

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