Frequently Asked Questions
Setup / Installation of the AT&T Connect Participant Application
- What is the AT&T Connect Participant application?
- What is the latest version of the Participant application?
- What are the minimum requirements needed to setup the Participant application?
- How do I setup the Participant application?
- Can I use a Mozilla or Firefox browser when connecting to an AT&T Connect event?
- Where can I test my connection in advance?
- I thought I have the Participant application already. Why is it setting up again?
- Where can I learn more about how to use the Participant application?
- A security message has appeared. Do I need to trust AT&T Connect content?
- I see a blank, white page but nothing is happening. What should I do?
- The Participant application has been loading for a while but nothing is happening. What should I do?
- I get an error message stating I cannot setup the application and must do so manually. What should I do?
Connecting to an AT&T Connect Event
- I cannot connect to an AT&T Connect server. What can I do?
- When accessing the AT&T Connect web page, I get a “page cannot be displayed error”. What should I do?
- I am trying to log into the communications center but forgot my password. What can I do?
- When accessing my event, I see a message that the “event is not yet/ no longer on air”. What should I do?
- I connect to an event and I get an “Open with” window asking me to choose an application. What should I do?
- Upon connecting I get an “invalid username or password” error. What should I do?
- What should I do after I connect to the event?
- I get a “failed to connect – retry” message. What should I do?
- My company uses a web proxy.
Can I connect to an event?
Audio Issues
- Do I need to use my PC speaker’s or microphone for audio during a live event?
- How do I use the phone in an AT&T Connect event?
- I dial in to the AT&T Connect conferencing center and hear a busy signal. What should I do?
- I dial in to the AT&T Connect conferencing center and cannot hear anything. What should I do?
- What is a telephone user ID?
- What is a telephone user password?
- How do I know my event ID?
- I cannot hear anyone in the event. What should I do?
- How do I mute or un-mute my audio?
- How can I interact using the phone keypad?
- How can I change my telephone user ID or password?
- I am scheduled to attend more than one event at the same time. How can I log in?
Other Issues
Setup / Installation of the AT&T Connect Participant Application
What is the AT&T Connect Participant application?
The AT&T Connect Participant application is a web based client software that allows a user to actively attend and collaborate in an AT&T Connect live event or view a recorded event. A user connected can speak and/or listen, use graphic tools on the whiteboard, record, share applications and more.
What is the latest version of the AT&T Connect Participant application?
The latest version of the AT&T Connect Participant application is 8.2.27 (released in August, 2008). Some customers are still running on version 7.2 or older versions of our software. Launch your Participant application (Start - Programs - AT&T Connect - AT&T Connect Participant) and in the Help - About, you will find the current version of the application setup on your PC. If your Participant client is already launched, click on Help - About to view its current version. If you wish to download a newer version directly from the AT&T Connect website, click here.
What are the minimum requirements needed to setup the Participant application?
To setup the AT&T Connect Participant application, a user's PC must run either Windows 2000, or Windows XP (SP1 and SP2 are both supported), with either Internet Explorer 6.0 (or higher) or most forms of Netscape 4.7 or higher are supported. The computer must have at least 64 MB of RAM and the monitor must support at least High Color (16 bit) at 800 by 600 resolution.
How do I setup the Participant application?
There are several ways to set up the Participant application. Upon connecting to an AT&T Connect event, the system will recognize that your PC does not have the client software and will setup the software while connecting to the event. Alternatively, you may choose to manually setup the Participant client software from the appropriate link in the event email invitation you have received, the homepage of the Communications Center or portal or directly from the AT&T Connect website.
Can I use a Mozilla or Firefox browser when connecting to AT&T Connect events?
AT&T Connect does support the Mozilla or Firefox browser. However, if you connect to the Internet , you may choose to minimize the AOL browser and use Internet Explorer to attend the event. Alternatively, to access the ICC with a Firefox, you can use plugins available on the Internet such as from: http://ietab.mozdev.org
Where can I test my connection in advance?
To run an advance system check and test your connection, you may access an automated “Getting ready” page. Click on the appropriate link in your email invitation or from the “Getting Ready” area of the Communications Center or portal.
I thought I have the Participant application already. Why is it setting up again?
A Communications Center system administrator may choose to set a policy, forcing all users to automatically upgrade to a newer version of the Participant client. This process occurs while connecting to an event and should last no more than 2 minutes on a broadband connection.
Where can I learn more about how to use the AT&T Connect Participant application?
Upon connecting to an event, an event overview page is displayed if no other item is currently loaded to the whiteboard. This page can be accessed by clicking on the information icon on the top right corner of the application. Alternatively, to view a short tutorial, click here.
A security message has appeared. Do I need to trust AT&T Connect content?
To avoid having your browser launch the security certificate every time you connect to an AT&T Connect event, we strongly recommend selecting the “trust content from AT&T Connect” box.
I see a blank, white page but nothing is happening. What should I do?
If, while setting up the Participant application, you see a blank white page and nothing appears to be happening, check to see that your web browser is set to allow ActiveX scripting. From the Internet Explorer interface, choose Tools - Internet Options - Security - Custom Level and enable “Script ActiveX controls marked safe for scripting”. A Communications Center system administrator can also change the event entry settings to bypass this default entry method. Please contact your company’s AT&T Connect administrator should you still encounter problems.
The Participant application has been loading for a while but nothing is happening. What should I do?
If the setup of the Participant application has begun but is stuck, try connecting to the event again. Check to see that your connection to the Internet or network is still alive. If the problem persists, contact your company’s AT&T Connect administrator or service desk.
I get an error message stating I cannot setup the application and must do so manually. What should I do?
Click on the link to setup the Participant application manually. This will download the insstud.exe file to your PC. Double-click on the downloaded file to run the setup. Click on the “Return to catalog” to view the catalog page and enter the event again.
Connecting to an AT&T Connect Event
I cannot connect to an AT&T Connect server. What can I do?
First, make sure your network has an established connection to the Internet on HTTP (port 80) and HTTPS (port 443). If your network requires you to go through a web proxy, you may need to enter the proxy address manually (in most cases, the system should recognize this automatically). To do so, click on Start - Programs - AT&T Connect - AT&T Connect Participant Options - Tunnel and enter your proxy address and port in the correct field. Try to connect to the event again. If you have a personal firewall installed on your PC, verify that the AT&T Connect Participant application and push client are trusted for out-going traffic. If the problem persists, contact your helpdesk or company’s AT&T Connect administrator.
When accessing the AT&T Connect web page, I get a “page cannot be displayed error”. What should I do?
Check to see that you have entered the correct address in your web browser’s address field. A standard AT&T Connect Communications Center’s address will look like this: http://XXX.attuc.com/Name . If you have an email invitation to the event, it is best to click on the email invitation’s hyperlink to enter. . If using an older Email client you may need to cut and paste the invitation’s hyperlink line by line into your Web Browser. If the problem persists, contact your helpdesk or company’s AT&T Connect administrator.
I am trying to log into the communications center but forgot my password. What can I do?
If you are a registered user, you may log into the communications center and view or enter events on the catalog page. If you have forgot your password, you may click on the forgot password link. A newly generated password will be sent to your inbox. Please note that this password is new and must be re-entered to the login screen.
When accessing my event, I see a message that the “event is not yet/ no longer on air”. What should I do?
An AT&T Connect live event is allowed entry by default 15 minutes before the scheduled start time. If you get this message after clicking on an email invitation link, try again after 1-2 minutes as the server’s clock may be different from the one on your PC. Additionally, check to see that the event’s date and time is, indeed, when you thought it should be.
I connect to an event and I get an “Open with” window asking me to choose an application to open. What should I do?
This window usually appears when you are in the process of connecting to an event as a Participant but do not have the application installed. To setup the application, go to: http://download.interwise.com. Customers on older versions of AT&T Connect (below ver.7.0) may experience this when the Moderator Application is not set up in advance.
Upon connecting I get an “invalid username or password” error. What should I do?
This error usually appears due to a conflict with another front-end system (such as an LMS, Website, portal etc.). Try connecting again to the event and if the problem persists, the event needs to be updated to refresh the user data. Contact your AT&T Connect administrator at your company’s site or your service desk.
What should I do after I connect to the event?
Upon connecting, you may see others who have joined. You can view them in the Participant list on the top right side of the application. At times the event’s moderator or facilitator may not have joined yet. If you are in an iMeeting event, you may converse with others while waiting or familiarize your self with the application.
I get a “failed to connect – retry” message. What should I do?
First, make sure your network has an established connection to the Internet on HTTP (port 80) and HTTPS (port 443). If your network requires you to go through a web proxy, you may need to enter the proxy address manually (in most cases, the system should recognize this automatically). To do so, click on Start - Programs - AT&T Connect - AT&T Connect Participant Options - Tunnel and enter your proxy address and port in the correct field. Try to connect to the event again. If you have a personal firewall installed on your PC, verify that the AT&T Connect Participant application and Push Client are trusted for out-going traffic. If the problem persists, contact your helpdesk or company’s AT&T Connect administrator.
My company uses a web proxy. Can I connect to an event?
Yes. The AT&T Connect Participant can work with almost all web-proxies. The application will detect this upon connecting to a server during a live event from your browser settings. If you cannot connect to a server, you may need to manually enter your company’s web proxy address.
Audio Issues
Do I need to use my PC speaker’s or microphone for audio during a live event?
The AT&T Connect service allows for integrated telephone audio ( PC audio is also supported if permitted by your company's service administrator). In this case, a user may choose which audio device to use in an event and may switch between devices on the fly. You may start an event by connecting via the phone (for example, in your car) and then switch to the PC or vice versa. The policy for allowing the use of phones for your specific event is set by the company’s system administrator. Some events may be set to allow only PC audio. Contact your company’s AT&T Connect administrator for more information.
How do I use the phone in an AT&T Connect event?
If your event is set to allow the use of telephone audio & PC-audio, you will be prompted to choose between audio devices - phone or PC audio (speakers, microphone or headsets) upon connecting to an event. Upon selecting the Phone icon, you will be prompted with a dial-in instructions page. Follow the 3 steps to call the AT&T Connect conferencing center and connect to the event. If you are using both your PC and your phone at the same time, you must connect your PC first and then follow the instructions on the dial-in instructions page.
I dial in to the AT&T Connect conferencing center and hear a busy signal. What should I do?
Try to dial again to the same number. If you have a choice of locations to call in the dial-in instructions page, you may also choose another location and try calling an alternative number. If the problem persists after a while, contact your helpdesk or AT&T Connect administrator.
I dial in to the AT&T Connect conferencing center and cannot hear anything. What should I do?
First, make sure you are calling the correct number and determine that you are in fact connected but no one is speaking. Press *2 on your phone for a participant count. If you cannot hear anything, tTry to dial again. If you have a choice of locations to call in the dial-in instructions page, you may also choose another location and try calling an alternative number. If the problem persists after a while, contact your helpdesk or AT&T Connect administrator.
Upon connecting to the AT&T Connect conferencing center with your phone, you will be prompted to identify yourself with a unique telephone user ID. This unique ID is displayed on the right side of the dial-in instructions page and can be used only by you. By entering this code using your telephone keypad, you identify yourself to the system and a link is established, connecting you to the appropriate event your are scheduled to attend.
What is a telephone user password?
For increased security, a Communications Center administrator may select to prompt all users to enter their telephone password. The default password is 1234 and may by changed by you from the Communication Center catalog page by clicking on Your Information - Telephone Details (relevant to registered users only).
Some events may require you to enter an event ID to connect as a guest user. Registered users will be identified after entering their telephone user ID and password. If you are a guest user or are scheduled to attend more than one event at the same time, you will be prompted to enter an event ID. You may find this ID in your email invitation. If connecting with your PC, you will also find this in the dial-in instructions page. If connecting with the phone only and are prompted to enter this ID, you must be aware of it in advance. You can retrieve it from the event creator or another user attending the same event.
I cannot hear anyone in the event. What should I do?
If you are connected with the phone and without your PC, you may want to ask if anyone is speaking. You may be the first one in the event or others are silent. Press *2 for an active participant count. If using your PC and phone for audio, you may view who is speaking on the participant application. If you cannot hear anyone, check your volume settings. If using your PC for audio, check the volume settings, that your speakers are connected properly and that others can hear as well. If you are using a laptop, you should also check that the laptop Mute option is not selected.
How do I mute or un-mute my audio?
If using your PC for audio, click on the Un-Mute or Mute button to speak or mute yourself respectively. If you are using your phone for audio, click *6 to mute or un-mute yourself.
How can I interact using the phone keypad?
If you are using your phone for audio during a live event, you may also use your touchpad to graphically interact during a live session. To raise or lower your hand, press *1. To indicate you have stepped out temporarily, hit *4. While stepped out, your audio will be automatically muted. Press *4 to step in again. To mute or un-mute yourself, press *6. In moderated events (iClass, iSeminar etc.), request to speak by pressing *6.
How can I change my telephone user ID or password?
Communications Center registered users will be granted pre-defined telephone user ID and password. To change those, enter your My AT&T desktop shortcut and change your login credentials from there (this option may be restricted by the service administrator in your company). We strongly recommend entering your office phone number or extension as your telephone user ID and your voice mail password as your telephone password for easily remembering these codes. Guest users may not change these codes.
I am scheduled to attend more than one event at the same time. How can I log in?
If you are a guest user or are scheduled to attend more than one event at the same time, you will be prompted to enter an event ID. You may find this ID in your email invitation. If connecting with your PC, you will also find this in the dial-in instructions page. If connecting with the phone only and are prompted to enter this ID, you must be aware of it in advance. You can retrieve it from the event creator or another user attending the same event.
Other Issues
Are there any illegal characters I cannot use?
The following characters are not permitted for usernames: < > ; , and space
Password: < > | ‘ ; / \ & # “ ? First and last name: < > ; ,
Where can I download the Materials Editor?
The AT&T Connect Materials Editor application, used for content development, editing of recordings and online delivery of moderated events (iMentoring, iClass, iSeminar and iCast), as well as creating recorded sessions can be downloaded from: http://download.interwise.com
