IDEAL Conference Support Page

 

Experiencing a problem with our conferencing system?

Here are some important action items that might prove useful in correcting them:

  1. Please make sure that you are using our most current client plug-in. Please click this link to download and install it.

  2. For technical support please do one of the following:

    In addition, if all helpdesk personnel are busy, you can also call:

    • Steve Hoffmann (after 8 am CST) at (262) 685-7345

    • Clyde Foley (after 8 am PST) at (407) 504-5681

    • Steve Jacobs (after 8 am EST) at (614) 777-0660

  3. Experiencing firewall/network problems? Please click this link.

  4. Need to establish a remote support session? Please click this link.

 

Table-of-Contents

Frequently Asked Questions Top Constantly being updated

  1. Why, when I am using the web client do I not see, nor am I able to send, long text messages (more than 70 characters)?
    Answer

  2. Why does the presenter's audio stop and a red X appears over the talking bubble?  Why do I see an hourglass with a red X over it when a presenter is speaking?
    Answer

  3. Why, when I upload a new version of an existing PowerPoint presentation, under the same name as the previous version, I do not see the changes in the slides when they are displayed?
    Answer

  4. Why, when I enter a room and try to talk does my microphone not work and I only see an image of a hand being held up?  I know my microphone works because I tested it immediately before entering the room.
    Answer

  5. Why, when I test my microphone one day it works and the next day it doesn't?
    Answer

  6. Why do people in the room hear a clicking sound on my microphone when I speak?  How can I get rid of the clicks?
    Answer

  7. When I test my speakers using the utility you provide (echo.exe), they work fine.  However, when I connect to your web client I get no sound.  Why?
    Answer

  8. How to Turn the JAWS Progress Bar off in a Conference Room?
    Answer

  9. How do I troubleshoot problems with my microphone?

    Important note.  Often, there are multiple microphones installed on a single PC. On occasion you may not be aware that this is the case.  PC webcams have built-in microphones.  Some displays have built-in microphones. Most laptops have built-in microphones. Make sure that your headset microphone is the default microphone and not any of the others.  Having another microphone selected will appear as though your headset microphone is not working, when in actuality, it works just fine.  It just needs to be selected as your default microphone.  To help insure that this is the case, unplug your headset, exit the room, plug in your headset and then re-enter the room.  Depending upon your PCs sound settings, this can force your PC to recognize your headset microphone as the default microphone and resolve the problem.

  10. Why does the microphone volume on my Vista system change by itself, or unexpectedly, sometimes?
    Answer

  11. Why, does our microphone stop working in the room and/or we cannot hear people speaking in the room when we log into a conference room and then not use the PC/room for a period of time?
    Answer

  12. Why do I get an error message when trying to download your Plug-In?
    Answer

  13. Can you point us to Diagnostic Utilities designed to help us trouble-shoot our PCs?
    Here they are

  14. Where can I purchase a headset and what should I purchase?
    Here's the answer

  15. Do you have a utility that enables me to test my microphone, speakers, and Internet connection?
    Yes. Click here

  16. I receive an error when trying to upload a document using your Document Center.  What can I do to fix the problem?
    Answer

  17. I receive a Vista message indicating that you need administrator privileges to use the Document Center. What can I do to fix the problem?
    Answer

  18. What are the Keyboard Shortcuts for IDEAL Conference®?
    Here they are

  19. Why does IDEAL Group recommend, strongly, against using using videos, or streaming video webcasts?
    Answer

Guidelines Top

System Documentation Top

Captioning Services Top

This resource contains the names of real-time captioning services our customers have used. It is not all inclusive. We make no recommendations. If you are an IDEAL Conference customer, and have additional company names to add, please send them to steve.jacobs@ideal-group.org and we will add them to the list below.

Video Relay Services (VRS) Top

Accessible Online Courses