Technology FAQ

1. I am trying to join the session, but am unable to log in
2. I am trying to join the session but the word “Join” doesn’t appear to the far right of the title of the session and the Name and Email Address fields are “greyed out” (i.e., not active)
3. I cannot hear the Practice Management Instructor (PMI) and/or other members
4. The Practice Management Instructor (PMI) and/or other members cannot hear me
5. I cannot see the Practice Management Instructor (PMI) and/or other members
6. I can see the Practice Management Instructor (PMI) and/or other members, but not myself
7. I am hearing static
8. My voice is distorted/intermittent when speaking
9. My audio/video feed is cutting in and out
10. I cannot put my microphone on mute
11. I have Firewall issues
12. I would like to test my equipment prior to the session
13. I have an issue not addressed above


1. I am trying to join the session, but am unable to log in

Check to see that it is the correct date and time to join the session.

If it is the correct date and time, follow the steps below to log in to the session: 

  • Close all other windows and applications.
  • Click here and then click “Join”, which is located to the far right of the title of the session you are trying to join (e.g., Retainer Agreement Course, etc.). 
  • When prompted, type your full name (i.e., first and last name) next to “Your name:” and your email address next to “Email address:” in the box titled: “Join Session Now”, which is located to the far right of the screen. 
  • Click “Join Now”.

If the problem continues, contact the Education Coordinator at 1-877-836-7543 or 289-348-0422 (press 3).

According to the Expectations for completing a course via RTR: “All sessions start on time. You will not be allowed in to the session if you log in after the scheduled start time.” If the session has begun, you will not be able to log in and must contact the Education Coordinator to register again for the course. Please refer to ICCRC’s Cancellation or No-show Policy for more information.


2. I am trying to join the session but the word “Join” doesn’t appear to the far right of the title of the session and the Name and Email Address fields are “greyed out” (i.e., not active)

You are trying to join the wrong session, or it is not the correct time to log in to your session.

Check to see that you are joining the correct session and that you are joining at the correct time.

If the problem continues, contact the Education Coordinator at 1-877-836-7543 or 289-348-0422 (press 3).

According to the Expectations for completing a course via RTR: “All sessions start on time. You will not be allowed in to the session if you log in after the scheduled start time.” If the session has begun, you will not be able to log in and must contact the Education Coordinator to register again for the course. Please refer to ICCRC’s Cancellation or No-show Policy for more information.


3. I cannot hear the Practice Management Instructor (PMI) and/or other members

To attempt to resolve this issue, try the following:

  • Check the volume controls on your personal computer and headset and ensure they are not muted.

  • Check the connection from your headset to your personal computer. Ensure your headset is completely plugged in to your personal computer.

  • Check the “Speaker Volume” controls in Cisco WebEx Training Center by following the steps below:
    - If you are in “Full Screen View”: 
    o Place your cursor over the horizontal green bar, which is centered at the top of the screen, and a toolbar will appear. 
    o Click the “Audio” icon (which is the third option from the left) and a grey window will appear. 
    o Check the “Speaker Volume” (which is the top option and sliding bar) and ensure that the bar is positioned to the far right and that the “Mute” checkbox below it is unchecked.
    - If you are in the “Session Window”: 
    o Click “Audio” (which is located in the menu bar at the top of the screen) and a drop down menu will appear. 
    o Click “Integrated Voice Conference” and a sub menu will appear.
    o Click “Volume…” and a grey window will appear. 
    o Check the “Speaker Volume” (which is the top option and sliding bar) and ensure that the bar is positioned to the far right and that the “Mute” checkbox below it is unchecked.
     
  • Upon joining the session, you may have selected “No” to the question: “Your Presenter has started an integrated voice conference. Do you want to participate?” To resolve this issue:
    - If you are in “Full Screen View”:
    o Place your cursor over the horizontal green bar, which is centered at the top of the screen, and a toolbar will appear. 
    o Click the dropdown arrow to the far right of the toolbar and a dropdown menu will appear. 
    o Click “Integrated Voice Conference” and a submenu will appear. Click “Join Conference”. 
    - If you are in the “Session Window”: 
    o Click “Audio” (which is located in the menu bar at the top of the screen) and a drop down menu will appear. 
    o Click “Integrated Voice Conference” and a sub menu will appear. 
    o Click “Join Conference”.

If the issue is not resolved by following the suggestions above, you may be experiencing firewall issues. See question #11 for more information. 

If the problem continues, contact the Education Coordinator at 1-877-836-7543 or 289-348-0422 (press 3).


4. The Practice Management Instructor (PMI) and/or other members cannot hear me

To attempt to resolve this issue, try the following:

  • Check the volume controls on your personal computer and headset and ensure they are not muted.
     
  • Check the connection from your headset to your personal computer. Ensure your headset is completely plugged in to your personal computer.
     
  • Check the “Microphone Volume” controls in Cisco WebEx Training Center by following the steps below:
    - If you are in “Full Screen View”:
    o Place your cursor over the horizontal green bar, which is centered at the top of the screen, and a toolbar will appear. 
    o Click the “Audio” icon (which is the third option from the left) and a grey window will appear. 
    o Check the “Microphone Volume” (which is the bottom option and sliding bar) and ensure that the bar is positioned to the far right and that the “Mute” checkbox below it is unchecked. The sliding bar will automatically adjust based on the volume of your voice. You should also see the green volume meter light up when you speak.
    - If you are in the “Session Window”:
    o Click “Audio” (which is located in the menu bar at the top of the screen) and a drop down menu will appear. 
    o Click “Integrated Voice Conference” and a sub menu will appear. 
    o Click “Volume…” and a grey window will appear. 
    o Check the “Microphone Volume” (which is the bottom option and sliding bar) and ensure that the bar is positioned to the far right and that the “Mute” checkbox below it is unchecked. The sliding bar will automatically adjust based on the volume of your voice. You should also see the green volume meter light up when you speak.
     
  • Upon joining the session, you may have selected “No” to the question: “Your Presenter has started an integrated voice conference. Do you want to participate?” To resolve this issue:
    - If you are in “Full Screen View”: 
    o Place your cursor over the horizontal green bar, which is centered at the top of the screen, and a toolbar will appear. 
    o Click the dropdown arrow to the far right of the toolbar and a dropdown menu will appear. 
    o Click “Integrated Voice Conference” and a submenu will appear. 
    o Click “Join Conference”. 
    - If you in the “Session Window”: 
    o Click “Audio” (which is located in the menu bar at the top of the screen) and a drop down menu will appear. 
    o Click “Integrated Voice Conference” and a sub menu will appear. 
    o Click “Join Conference”.

If the issue is not resolved by following the suggestions above, you may be experiencing firewall issues. See question #11 for more information.

If the problem continues, contact the Education Coordinator at 1-877-836-7543 or 289-348-0422 (press 3).


5. I cannot see the Practice Management Instructor (PMI) and/or other members

To attempt to resolve this issue, try the following:

  • Check to see that the “Thumbnail/List” icon is set to “Thumbnail” view by following the steps below:
    - If you are in “Full Screen View”:
    o Place your cursor over the horizontal green bar, which is centered at the top of the screen, and a toolbar will appear. 
    o Click the “Participants” icon (which is the fifth option from the left) and a participant panel will appear to the right of the screen. 
    o Click the “Thumbnail/List” icon in the lower right hand corner of the “Participants” panel and a drop down menu will appear. 
    o Click “Thumbnails”, rather than “List”. To view all participants in the session, click the advance and back arrows on either side of the thumbnails. 
    -If you are in the “Session Window”:
    o The “Participants” panel should appear to the far right of the screen. 
    o Click the “Thumbnail/List” icon located in the lower right hand corner of the “Participants” panel, which appears directly above the “Chat” panel, and a drop down menu will appear. 
    o Click “Thumbnails”, rather than “List”. To view all participants in the session, click the advance and back arrows on either side of the thumbnails.

If the issue is not resolved by following the suggestions above, you may be experiencing firewall issues. See question #11 for more information.

If the problem continues, contact the Education Coordinator at 1-877-836-7543 or 289-348-0422 (press 3).


6. I can see the Practice Management Instructor (PMI) and/or other members, but not myself

To attempt to resolve this issue, try the following:

  • Check to see that no other applications are using your webcam (e.g., Skype, etc.).

  • Check to see that the “Video” icon is activated by following the steps below:
    - If you are in “Full Screen View”: 
    o Place your cursor over the horizontal green bar, which is centered at the top of the screen, and a toolbar will appear. 
    o Click the “Participants” icon (which is the fifth option from the left) and a participant panel will appear to the right of the screen. 
    o Locate your name in the participant list and click the “Video” icon to the right of your name. 
    o Check to see that the “Video” icon is green (which means active) and not grey (which means inactive).
    - If you are in the “Session Window”: 
    o The “Participants” panel should appear to the far right of the screen. 
    o Locate your name in the participant list and click the “Video” icon to the right of your name. 
    o Check to see that the “Video” icon is green (which means active) and not grey (which means inactive).

  • Click here to test your webcam to determine if it works properly. This link will take you to a private testing room where you can activate your webcam and receive automated diagnostic feedback.


If the issue is not resolved by following the suggestions above, you may be experiencing firewall issues. See question #11 for more information.

If the problem continues, contact the Education Coordinator at 1-877-836-7543 or 289-348-0422 (press 3).


7. I am hearing static

To attempt to resolve this issue, try the following:

  • Check the connection from your headset to your personal computer. Ensure your headset is completely plugged in to your personal computer.
     
  • Turn down the volume on your headset and raise the volume on the desktop taskbar of your personal computer by manipulating the volume icon.
     
  • Check the “Speaker Volume” controls in Cisco WebEx Training Center by following the steps below:
    - If you are in “Full Screen View”: 
    o Place your cursor over the horizontal green bar, which is centered at the top of the screen, and a toolbar will appear. 
    o Click the “Audio” icon (which is the third option from the left) and a grey window will appear. 
    o Check the “Speaker Volume” (which is the top option and sliding bar) and ensure that the bar is positioned to the far right and that the “Mute” checkbox below it is unchecked.
    - If you are in the “Session Window”: 
    o Click “Audio” (which is located in the menu bar at the top of the screen) and a drop down menu will appear. 
    o Click “Integrated Voice Conference” and a sub menu will appear. 
    o Click “Volume…” and a grey window will appear. 
    o Check the “Speaker Volume” (which is the top option and sliding bar) and ensure that the bar is positioned to the far right and that the “Mute” checkbox below it is unchecked.

If the problem continues, contact the Education Coordinator at 1-877-836-7543 or 289-348-0422 (press 3).


8. My voice is distorted/intermittent when speaking

To attempt to resolve this issue, try the following:

  • Check the connection from your headset to your personal computer. Ensure your headset is completely plugged in to your personal computer.
     
  • Close all windows and applications other than Cisco WebEx Training Center.

If the problem continues, contact the Education Coordinator at 1-877-836-7543 or 289-348-0422 (press 3).


9. My audio/video feed is cutting in and out

To attempt to resolve this issue, try the following:

  • Close all windows and applications other than Cisco WebEx Training Center.
     
  • If you have an Ethernet/network port, connect your Ethernet/network cable directly to your internet hub/router/modem. Then disable your wireless connection (Wi-Fi).

  • Open a new web page and ensure your internet speed is at least 5 Mbps (download speed) and 0.5 Mbps (upload speed). To check the speed of your bandwidth, click here.

If the problem continues, contact the Education Coordinator at 1-877-836-7543 or 289-348-0422 (press 3).


10. I cannot put my microphone on mute

To attempt to resolve this issue, try the following:

  • Check the “Microphone Volume” controls in Cisco WebEx Training Center by following the steps below:
    - If you are in “Full Screen View”:
    o Place your cursor over the horizontal green bar, which is centered at the top of the screen, and a toolbar will appear. 
    o Click the “Mute Me” icon (which is the fourth option from the left). The icon will turn red and read “Unmute Me” when the microphone is muted. [NOTE: To unmute, click the “Unmute Me” icon.]
    - If you are in the “Session Window”: 
    o The “Participants” panel should appear to the far right of the screen. 
    o Locate your name in the “Participants” panel and click the “Mute” icon to the right of your name. Ensure the “Mute” icon is red (which means active) and not grey (which means inactive).
    [NOTE: Upon joining the session, you are automatically placed on mute and can only be unmuted by the instructor. Once the instructor has unmuted you, you can unmute yourself at any point during the session by clicking the “Mute” icon and ensuring it is grey.]

If the problem continues, contact the Education Coordinator at 1-877-836-7543 or 289-348-0422 (press 3).


11. I have Firewall issues

If you are experiencing difficulty with your video/audio, your firewall may be blocking the outgoing/incoming port that is required. For more information on resolving firewall issues, click on the relevant link below:

Firewall configuration for Windows Vista
Firewall configuration for Windows 7
Firewall configuration for Windows 8/8.1 
Firewall configuration for Mac OS X v10.6 and later


12. I would like to test my equipment prior to the session

To test your equipment prior to the session, follow the instructions below:

  • Close all other windows and applications.
  • Click here and then click “Join” next to the session titled: “Computer Testing”. (Notes: a) The testing room is open Monday-Friday; b) The “Log In” at the top right of the page is for Instructors only; and c) There is a limit as to how many people are admitted into the testing room at a time. In the event you are unable to join, wait several minutes and try again.)
  • When prompted, type your full name (i.e., first and last name) next to “Your name:” and your email address next to “Email address:”
  • Click “Join”.
  • Once in the testing room, follow the instructions on the slides provided to self-test your speaker/microphone and webcam.

13. I have an issue not addressed above

Contact the Education Coordinator at 1-877-836-7543 or 289-348-0422 (press 3).