Troubleshooting Guidelines

• Perform a system check
• Disable pop-up blockers
• I am unable to view the presentation
• I am unable to get audio from my computer
• I get an “Unsupported Browser Error” when I try to join the conference
• Check browser version
• System requirements
• Loading Error
• Frequently Asked Questions

Perform a system check

It is strongly recommended that you perform a system check before going through the guidelines listed on this document. To perform a system check, please visit http://www.myrcplus.com/attendeebrowsercheck.asp. The script on this page will automatically perform a system check. The system check ensures that your system is compatible with rich media players and browser pop-up settings.

Disable pop-up blockers

Please follow these instructions according to your internet browser.

Windows Internet Explorer Users

• Navigate to Tools
• Pop-up Blocker
• Click Turn Off Pop-up Blocker

Windows Mozilla Firefox Users

• Navigate to Tools
• Options…
• Click on Content
• Uncheck Block pop-up windows
• Click OK

Mac Mozilla Firefox Users

• Navicate to Firefox
• Preferences
• Click on Content
• Uncheck Block pop-up windows
• Click OK

Mac Safari Users

• Navigate to Safari
• Preferences
• Click on Security
• Uncheck Block pop-up windows
• Click OK

I am unable to view the presentation

If you are unable to view the presentation through the web interface, make sure the required media players are installed on your computer. Webex requires the following media players: Flash Player 6.0 or later, Windows Media Player 9.0 or later, and QuickTime 6.0 or later. Please refer to the links below to check your system for compatibility with these media players.

Check/Install Flash Player

• Go to http://www.tcmpub.com/webinars/troubleshootingGuidelines_html#cifp.

Check/Install Windows Media Player

• Go to http://www.tcmpub.com/webinars/troubleshootingGuidelines_html#ciwmp.

Check/Install QuickTime

• Go to http://www.teachercreatedmaterials.com/webinars/troubleshootingGuidelines_html#ciqt.

I get an “Unsupported Browser Error” when I try to join the conference

In the event that you have met the recommended system requirements and still encounter an Unsupported Browser Error (this sometimes happens to Mac users), try copying and pasting the webinar URL directly onto your browser by performing the following steps:

• Select/Highlight the URL from your e-mail invitation
• Copy the selected URL to your clipboard (Windows: Ctrl+c. Mac: control+c)
• Open your internet browser
• Paste URL onto your browser’s URL box (Windows: Ctrl+v. Mac: control+v)
• Press Enter

Check browser version

To check the version of your browser, follow these instructions:

• Open your internet browser
• On the top tabs, click on Help
• Click on About…

System requirements

Windows: 98, 2000 (SP 4 only), 2003 (R2), XP (SP 2)

• Browsers
• Microsoft Internet Explorer 6 (SP 1), 7
• Mozilla 1.7
• Netscape 8.1
• Firefox 1.5, 2.0
• JavaScript, ActiveX and cookies enabled in the browser
• 56K or faster Internet connection
• Intel or AMD processor
• 256 MB RAM

Macintosh: OS X 10.3, 10.4

• Browsers
• Firefox 1.5, 2.0
• Safari 1.3 (10.3) or 2.0 (10.4)
• JavaScript and cookies enabled in the browser
• PowerPC or Intel Processor
• 256 MB RAM
• 56K or faster Internet connection
• Java: Sun JRE 5.0

If you would like a technical list of system requirements please visit our webinar’s technical support page at http://www.tcmpub.com/webinars/technicalSupport_html.

I get a Loading Error

If your webinar’s viewing screen hangs after completing 100% of the loading process, leave the conference and try logging back in. It is recommended that you close all of your active programs and only have the webinar’s software running while attending the webinar.

Frequently Asked Questions

For more information, please refer to our Frequently Asked Questions at http://www.tcmpub.com/webinars/FAQs_html

I am unable to get audio from my computer

To listen to the webinar you must call the provided toll free phone number on your invitation. Please use the following phone numbers and passcodes for the audio conferencing part of the webinar:

Conference toll-free phone number: 1-877-860-3058 (subject to change)

International Local Numbers

• Local (Australia, Sydney) +61 (0) 2 8207 3476
• Local (Austria, Vienna) +43 (0) 1 274 872 5014
• Local (Belgium, Brussels) +32 (0) 2 300 1141
• Local (Denmark, Copenhagen) +45 70 14 49 51
• Local (France, Paris) +33 (0) 1 72 69 79 21
• Local (Germany, Frankfurt) +49 (0) 69 12009 821
• Local (Hong Kong) +852 3008 0319
• Local (Ireland, Dublin) +353 (0) 1 437 0812
• Local (Italy, Milan) +39 02 897 819 49
• Local (Italy, Turin) +39 01 121 792 102
• Local (Japan, Tokyo) +81 (0) 3 4455 1490
• Local (Netherlands, Amsterdam) +31 (0) 20 262 9506
• Local (Singapore) +65 6517 0626
• Local (Spain, Barcelona) +34 93 802 0290
• Local (Spain, Madrid) +34 91 829 8567
• Local (Spain, Valencia) +34 96 314 6021
• Local (Sweden, Stockholm) +46 (0) 8 5205 4923
• Local (Switzerland, Geneva) +41 (0) 22 555 0202
• Local (Switzerland, Zurich) +41 (0 ) 44 556 8414
• Local (UK, London) +44 (0) 20 7078 9142
• International toll free (Argentina) 0800 666 0109
• International toll free (Australia) 1 800 223 765
• International toll free (Austria) 0800 293 774
• International toll free (Belgium) 0 800 71 003
• International toll free (Chile) 123 0020 9174
• International toll free (China, Northern Region) 10 800 714 1252
• International toll free (China, Southern Region) 10 800 140 1248
• International toll free (Colombia) 01 800 518 0911
• International toll free (Czech Republic) 800 700 454
• International toll free (Denmark) 80 889 437
• International toll free (Dominican Republic) 1 888 751 4508
• International toll free (Ecuador) 1 800 020 308
• International toll free (France) 0 800 911 063
• International toll free (Germany) 0 800 180 9082
• International toll free (Greece) 00 800 161 2205 7120
• International toll free (Hong Kong) 800 965 260
• International toll free (Hungary) 06 800 165 79
• International toll free (India) 000 800 1007 180
• International toll free (Indonesia) 001 803 017 7120
• International toll free (Ireland) 1 800 949 010
• International toll free (Israel) 1 80 924 6088
• International toll free (Italy) 800 871 337
• International toll free (Japan) 00531 16 0910
• International toll free (Latvia) 800 2861
• International toll free (Lithuania) 8 800 3 06 61
• International toll free (Luxembourg) 800 2 5702
• International toll free (Malaysia) 1 800 814 070
• International toll free (Mexico) 001 800 514 7120
• International toll free (Monaco) 800 93 479
• International toll free (Netherlands) 0 800 024 9671
• International toll free (New Zealand) 0 800 451 385
• International toll free (Norway) 800 109 47
• International toll free (Panama) 00 800 226 6884
• International toll free (Poland) 00 800 112 40 37
• International toll free (Portugal) 800 819 891
• International toll free (Russia) 810 800 2781 1012
• International toll free (Singapore) 800 101 2103
• International toll free (Slovenia) 0 800 80276
• International toll free (South Africa) 0 800 981 390
• International toll free (South Korea) 003 0813 2115
• International toll free (Spain) 900 947 686
• International toll free (Sweden) 02 079 7945
• International toll free (Switzerland) 0 800 896 483
• International toll free (Thailand) 001 800 156 205 7120
• International toll free (Trinidad-Tobago) 1 800 205 7120
• International toll free (UK) 0 808 101 1558
• International toll free (Uruguay) 0004 019 0254
• International toll free (Venezuela) 0 800 100 8414

Conference Commands

• Press *1 to hear a help menu.
• Press *0 to reach an operator.
• Press *6 to mute or "un-mute" line.
• Press *4 to increase conference volume.
• Press *7 to decrease conference volume.
• Press *5 to increase your voice volume.
• Press *8 to decrease your voice volume.

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