What do I need to host or
attend a
support session on Microsoft Window?
Minimum
requirements to host or attend a support session for Microsoft Windows:
Windows 98,
Me, NT, 2000, XP or 2003 server
Intel x86
(Pentium 400 MHz +) or compatible Processor
128 MB
RAM
Microsoft
Internet Explorer 6, Mozilla 1.6 or later, Firefox 1.0 or Netscape 4.7, 7.x
JavaScript and
cookies enabled in the browser
56K or faster
Internet connection
A
localized version of Windows is required to start or attend fully interactive
support sessions on Asian versions of Support Center (Japanese, Traditional
Chinese, and Simplified Chinese).
I really
like the new look and features of WebEx, how come I don't have any of the new
floating panels and new color themes from my Mac, Linux or Solaris machine?
The new user interface you
see on a Windows platform contains WebEx's newest set of user experience
improvements.Currently, the new
look and feel as well as new features is not available on any other operating
system.However, users on
non-Windows operating systems can still host and attend the same meetings as
their Windows counterparts.The new
look and features are being planned for Mac, Solaris and Linux operating systems
in a future release.
Do I have to download software to start
a support session?
Unlike the old
methods of installing software from a disk or downloading and installing it
manually over the Internet, WebEx Support Center service automatically downloads
and sets up Support Manager for you. In fact, each time you start a support
session, Support Manager maintains itself by checking for the latest version and
automatically updating itself, as necessary.
For first-time
users, the Support Manager for Windows download is approximately 2.5 MB. Support
Manager then downloads only updated components as needed.
Because WebEx
support sessions provide real-time collaboration over the Internet, performance
depends on both the Internet itself and the WebEx service. WebEx
constantly monitors service and network performance, and continually enhances
its infrastructure to keep WebEx meeting services highly available and
reliable.
Some of the factors that affect performance are the following:
the speed of
your computer's connection to the Internet
the performance
of your Internet service provider
overall
Internet traffic on your routed connection to the WebEx server
performance of
firewall and proxy servers, if your computer is behind a company firewall
I have a high-speed Internet
connection. Does that help?
Although you may
have a high-speed connection to the Internet, there can often be congestion or
packet loss on the Internet, between you and the WebEx servers on the WebEx
Interactive Network. You usually can't do much about such problems, other than
to inform your network administrator or Internet service provider. Problems are
often transient and resolve themselves over time. However, you should report
serious, persistent problems. Of course, more bandwidth usually allows more
throughput-but not always. For example, a clear 56K modem connection can perform
well, while a congested "high speed" T1 connection can seem terrible.
The Trace Route
utility on your computer can help you to determine where problems are occurring
between your computer and the WebEx server. On Windows, open a DOS prompt or a
Command prompt window, then type
tracert your_site_URL
where your_site_URL is the address for your
meeting service Web site. Ensure that you include a space after tracert.
When running
Trace Route, your computer sends packets of information across your connection
to measure the amount of time it takes to for the packets to reach the meeting
server. Ideally, packets should take between 1-60 ms to reach the server. If
packets take between 60-100 ms to reach the server, your connection is slow
and may be noticeable in a WebEx meeting. Times longer than 100 ms are likely
to seem unacceptably slow. If you continue to experience poor performance,
consult your network administrator.
What happens if a customer
has a display of a different size or resolution?
In a support
session, Support Manager automatically displays the customer's desktop or
application, even if the customer's monitor is set to a different display
resolution. For best results, however, you should set your monitor to 800 x 600
pixels, because this resolution is the most common. To change your monitor's
display resolution for Windows, use the Settings tab in the Display
Control Panel.
Why do I sometimes see a yellow
crosshatched pattern when viewing or controlling a customer's
application?
The crosshatched
pattern is the shadow of a dialog box or window that is in front of the shared
application on the customer's screen. Once the customer closes this dialog box
or window, the pattern no longer appears.
If you have any
questions that we did not answer here, please refer to your site's online Help
and the Release Notes on your site's Support
page. If you still cannot find an answer, please use the
feedback form to send us your question.
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