Video Conferencing Support and FAQs

If you are unsuccessful in an attempt to join a meeting from your Scheduled Meetings page, one of the following might be true: Scripting is disabled in browser. Pop-ups are blocked. The Jigsaw Meeting System Requirements FAQ outlines the exact system requirements necessary to use Jigsaw Meeting. Ensure your system meets the following two requirements, log out of Jigsaw Meeting, exit and restart your web browser, and then try joining the meeting again. JavaScript. Ensure that JavaScript is enabled in your web browser settings. For information about how to configure your browser to enable JavaScript, contact your browser vendor, or see the Microsoft® support web page How to enable scripting in your browser. Web browser pop-up settings. Ensure that your web browser is configured to allow pop-ups from stream.jigsawmeeting.com. If not, you receive an information bar message in your browser similar to the one displayed here when trying to join a meeting. The message that is displayed is dependent upon which browser you are using. For more information about configuring these settings in various web browsers, see the System Requirements FAQ.

Your computer microphone is controlled by the Adobe® Flash® Player plug-in. It is recommended that you connect and properly install audio and video devices to the computer prior to joining a meeting. If the computer-connected camera (also commonly called a webcam) is accompanied by installation software, ensure that you install this software as directed by the video device manufacturer. If you have ensured that your computer camera is plugged in and properly configured to work with your Mac operating system, try the steps outlined here. Verify Jigsaw Meeting Settings In Jigsaw Meeting, click the Settings button. The Audio/Video Settings dialog box is displayed. To view the video capture device selection, click the drop-down arrow for Video device. Verify that the correct device is selected. Click Save Settings and then close the Audio/Video Settings dialog box. Verify Adobe® Flash® Player Settings 1. Right-click anywhere inside Jigsaw Meeting within your web browser window. The context menu is displayed 2. Click Settings. The Adobe® Flash® Player Settings dialog box is displayed. 3. Click the webcam icon in the dialog box. The camera settings box is displayed: 4. Click the drop-down list under Camera and ensure that the correct device is selected. 5. To test the camera, click the square blue box containing the webcam icon in the Adobe® Flash® Player Settings dialog box. Your camera should activate and display live video within the same square box. If you do not see live video inside the square box, your camera will not work in Jigsaw Meeting. This indicates that there is a problem is with Adobe® Flash® Player recognizing and using your camera. Usually, this means you need to configure Flash Player for the camera that you want to use. Proceed to step 7. 6. T o stop the camera test, click the square blue box containing the webcam icon again. 7. In the Adobe® Flash® Player Settings dialog box, click the Camera drop-down list and select the correct camera on the list. Typically, the correct camera is the built-in camera, which might be labeled "USB Video Class Video” on a Mac computer. 8. After selecting the correct camera, click the square blue box containing the larger webcam icon in the Adobe® Flash® Player Settings dialog box. Your camera should activate and display live video within the same square box. 9. Next, configure Jigsaw Meeting to use your camera. In Jigsaw Meeting, click the Settings button. The Audio/Video Settings dialog box is displayed. 10. Use the drop-down arrows to select the correct camera. 11. Click Save Settings to return to Jigsaw Meeting. 12. Test your video device. If it works in the Flash Player Settings dialog box but does not work in Jigsaw Meeting at this time, exit and rejoin the meeting. Then test the camera again.

After completing the steps described in How do I configure my computer camera to work with Jigsaw Meeting?, if the camera still does not work in Jigsaw Meeting, perform the following: Verify Jigsaw Meeting Settings 1. In Jigsaw Meeting, click the Settings button. The Audio/Video Settings dialog box is displayed. 2. To view the video capture device selection, click the drop-down arrow for Video device. Verify that the correct device is selected. 3. Click Save Settings and then close the Audio/Video Settings dialog box. Verify Adobe® Flash® Player Settings 4. Right-click anywhere inside Jigsaw Meeting within your web browser window. The context menu is displayed: 5. Click Settings. The Adobe® Flash® Player Settings dialog box is displayed. 6. Click the webcam icon in the dialog box. The camera settings box is displayed: 7. Click the drop-down list for Camera and ensure that the correct device is selected. 8. Click the square blue box containing the larger webcam icon in the Adobe® Flash® Player Settings dialog box. Your camera should activate and display live video within the same square box. If you do not see live video inside the square box, your camera will not work in Jigsaw Meeting. 9. Click the square box again to stop the camera test. Other steps 1. Verify that the USB port that the camera is plugged into has power. If it does not have power, it is not recognized by your operating system. 2. Verify that no other application is controlling the camera. For example, ensure that none of the following applications are using the camera: Instant messenger program Webcam software included with the camera Other programs that might be holding the device in a reserved state Ensure that all applications that use the webcam are closed. Jigsaw Meeting directly communicates with the camera device; therefore no other webcam application should run at the same time that Jigsaw Meeting is running. If the camera is not working after following these steps, exit Jigsaw Meeting, close all instances of your web browser and any other applications running on your desktop, and test the camera in another application to ensure that the device hardware and device driver work properly on your operating system. If you still have issues, try plugging in a different camera. Also, verify that this camera is designed to be compatible with your operating system. Consult the camera manufacturer for more information.

• Verify that your Adobe® Flash® Player version is up-to-date at the Version Test for Adobe® Flash® Player web page. For version requirements, see the Jigsaw Meeting System Requirements FAQ. • If your Mac has a built-in iSight® camera, see Apple’s How to Troubleshoot iSight article. If you are still having problems, see the iSight® technical support page.

Voice over IP (VoIP) does not always produce crisp, clean audio transmissions. It is not uncommon to hear an echo when using VoIP. Sometimes, but not always, audio echo can be reduced or eliminated through a few simple troubleshooting steps. For example, audio echo occurs when a meeting attendee is using computer speakers instead of headphones or a headset. The attendee’s microphone picks up the sound being transmitted from her speakers. This sound is echoed back into her microphone, effectively distorting audio for all attendees. Audio echo may also occur when one or more attendees is using a slow Internet connection. To troubleshoot the problem: Do not allow attendees to use speakers. Require that the attendees use headphones or a headset instead of speakers. If a particular attendee’s voice is echoing and it has been confirmed that the attendee is using headphones or a headset (not speakers), that person should do the following: 1. Right-click anywhere inside Jigsaw Meeting within the web browser window. The context menu is displayed: 2. Click Settings. The Adobe® Flash® Player Settings dialog box is displayed. 3. Click the microphone icon in the dialog box. The microphone settings box is displayed: 4. Slide the volume control slowly to the left, incrementally decreasing the volume until your fellow meeting attendees report that an audible volume has been selected. It has been determined in testing that when this slider is past the half-way point on the volume scale, audio echo is introduced. 5. Select the checkbox for Reduce Echo. 6. Click Close. 7. If that does not resolve the problem, the attendee should exit and re-join the meeting. If an attendee is operating over a slow Internet connection, ask that person to exit the meeting. If audio returns to normal quality without that attendee in the meeting, then there is a good chance that latency is a contributing factor. For more information about Internet connection speed recommendations and requirements, see the System Requirements FAQ. If audio echo problems with VoIP cannot be resolved, there may be a problem with an attendee’s Internet connection to the Jigsaw Meeting server. In this case, you might want to establish a phone conferencing bridge, notify attendees by way of chat and group notes that the meeting audio is being moved to an external conference line, ask all attendees to exit the meeting, dial into the meeting using a telephone, and re-join the meeting online.

Voice over IP (VoIP) does not always produce crisp, clean audio transmissions. A 3- to 4-second delay is not uncommon when using VoIP. Longer delays might occur in many situations and are due to many possible factors. Primarily, network congestion that produces latency in IP traffic can cause unacceptable voice delays when using VoIP. If you experience voice delay during a Jigsaw Meeting, it can be contributed to any of the following: A bad network cable. Try replacing the network cable that is plugged into the machine that introduces the delay in the meeting. A slower connection. If you are on a slow connection, try switching to a faster connection. For example, if you are using a wireless network, disable the wireless and use a network cable connection instead. Network congestion. If you have a lot of applications running that are regularly communicating over the network, try closing those applications while using Jigsaw Meeting to increase available bandwidth. Other steps to try: Exit the meeting, log out of Jigsaw Meeting, close your browser, and reboot your computer. Log back in to Jigsaw Meeting and rejoin the meeting. Try a different browser. For example, if you are using Google® Chrome, exit the meeting, log out of Jigsaw Meeting, close your browser, and try using Microsoft® Internet Explorer® to run Jigsaw Meeting. Ensure that you are not sharing a home Internet connection (such as a cable modem) with another attendee in the meeting. If you are sharing a home Internet connection, ensure that no other nodes are connected to and using that connection.

In Microsoft® Windows 7 (and potentially in Windows Vista® as well), if your audio sound switches from headset speakers (headphones) to PC speakers and back when adding and removing a second video in Jigsaw Meeting, check your Windows sound settings. Ensure that only one device is enabled for playback, as follows: 1. Click Start. 2. Click Control Panel. 3. If Control Panel is sorted to view by Category, select Hardware and Sound. Alternatively, if Control Panel is sorted to View by Small icons or Large icons instead, skip this step and proceed to the next step. 4. Click Sound. 5. In the Playback tab, ensure that only one device is enabled. NOTE: An enabled device has a small green phone receiver icon next to its picture, and when you right-click that device, the word “Disable” is a selection on the menu. A disabled device is grayed out and has a small down-arrow icon next to its picture. When you right-click that device, the word “Enable” is a selection on the menu. For example, if the “speakers” device is enabled and you are using a headset, disable it by right-clicking it and selecting Disable. Then, enable the headset device by right-clicking it and selecting Enable. 6. Click OK and try adding a second video in Jigsaw Meeting again. The sound should come from the device selected for playback in Control Panel.

At this time, the Apple® Mac operating system does not support remote sharing of applications in Jigsaw Meeting. If you are a meeting host or presenter running Jigsaw Meeting on a Mac, you can use the Desktop and Application Sharing feature to share your full desktop (i.e., the “Share my Desktop” component). However, you cannot use the “Share an Application” feature to share an individual application. This is due to a third-party software limitation that we anticipate will be corrected in the near future.

If you are a meeting attendee who has a slower connection, or if the meeting host or presenter has a slow connection, you may or may not be able to successfully use Desktop and Application Sharing. Like video streaming, sharing a remote computer display can be bandwidth-intensive. On slower connections, there may not be enough bandwidth available to support Desktop and Application Sharing, and may result in one or more of the following symptoms: The appearance of a blank screen in the top right pane of Jigsaw Meeting on attendee computers. The appearance of the “Loading...” message in the top right pane of Jigsaw Meeting on attendee computers. The shared application appearing “zoomed in” in the top right pane of Jigsaw Meeting on attendee computers. If the top right pane appears to be “stuck” in one of these manners for meeting attendees, and the host or presenter is attempting Desktop and Application Sharing on a slower connection, then latency issues may be preventing proper display of the shared application or desktop in Jigsaw Meeting. To reduce bandwidth consumption, try the following: Stop all streaming video (in the top left pane and lower right pane of Jigsaw Meeting) while sharing. Close down any applications running on your desktop that you are not using, as some may be periodically connecting to the network. Avoid sharing your slow Internet connection with others during sharing. IMPORTANT NOTE: Internal testing has indicated that upload speeds of less than 256Kbps may result in the symptoms described here. Your situation might be different. It is highly recommended that you test Desktop and Application Sharing over your slow connection prior to holding a live meeting from that connection. Faster connections have not produced similar issues.