This guide will cover general end user connection issues to live events by PC and/or by phone. Note: from time to time, several user interface menus, screens and wordings change with product updates. You may find slightly different options in older Interwise versions. This guide will mention the relevant differences but is generally applicable to versions 7.2 and 7.3.

Event Entry Process

Web Conferencing:

User clicks on event invitation hyperlink and/or My Interwise and/or event enter link on ICC/Portal/Overview Page.
Browser launches
Optional (requires system setting): User selects Participant type
Small launch file downloads to PC (SVC/SVT) from ICC server.
Interwise Participant launches (or Web Participan)
Participant application selects fastest server to connect to
Participant connects to real-time server
User selects audio device (PC audio or telephone)

Audio Conferencing (telephone)*

User dials in to Interwise Voice Conferencing Center with a telephone
Enters unique, personal Telephone User ID or Event ID (can be Meeting Room ID)
Optional (depends on ICC/Event settings): Enters Telephone Password
Participant connects to event by phone

* If you choose to connect by PC + Phone, Interwise recommends to first connect to the event by PC and then dial in by phone.

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Web Conferencing Connection Troubleshooting

Issue #1: Enter link is not active

Details: When accessing event on ICC or Portal or Overview Page, the enter link is not active (is not red) as a hyperlink.

Problem: Main server has not come up yet. Usually due to connection problems between or configuration changes of real-time components (i.e.: IP change, network issues, proxy or other device change, security settings changes on ICC and/or ICS machines etc.).

Solution:

Wait several minutes and refresh the web page.
Schedule an alternative session or connect to another Meeting Room
If problem persists, contact technical engineer with access to ICC and ICS servers. If all ICS/ICC components are hosted by Interwise, contact Interwise Customer Support.
If ICC and/or main Server site is hosted by customer on-premises, have a server technical engineer perform the following procedure:

Restart Interwise services (New PRC on ICC machine, if on premises); PxAgent on main ICS server to refresh connection. You may alternatively reboot the components. Stop the “Interwise PxAgent” service from the Windows Services console, end the “newprc” process in the task manager on the ICC machine then start the “Interwise PxAgent” service again.
Check if any IP’s have changed on either the ICC machine (if on premises), Interwise Server Manager - ISM (if on premises) or main ICS server since the last “good” event.
Check with customer’s network team whether any other network conditions have changed (Firewall rules, proxy or other device added). Browse to the ISM machine from a browser on the ICC machine and detect whether a connection is broken.
Verify that no new security restrictions (updates, patches) have been applied on the main ICS server and/or ICC machine (if on premises).
Verify that no configuration changes have been made to the specific site tree on the ISM interface.

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Issue #2: Event not on air browser message

Details: On following web browser page: /Application/PreEvent.asp, event no currently on air message appears. The message will only be relevant when clicking to enter pre-scheduled events via the calendar (not directly on the ICC).

Problem: Event does not exist on ICC but only in calendar OR user is clicking on a calendar item for a future event that is not on air yet ( events become live by default 15 minutes before the scheduled start time).

Solution:

Check the correct date and time of the event. Note that the server will initialize 15 minutes before the event scheduled start time. If the date and time are correct, try connecting again within a few minutes since the server clock may be different than that of the user’s.
Make sure the link you are clicking on is not broken by spaces or line breaks. Copy the entire hyperlink to a browser and paste it there. Another option to connect is to use the http://ICC_URL/ICC_Name/Meet (example) URL and entering the event ID which can be found in the event invitation. Try connecting.
If problem persists, schedule an alternative event. If the issue is related to a recurring iMeeting series, make sure that the event initiator (that scheduled the event) has deleted the event/series and did not send the cancellation notices to the attendees. If this is the case, cancel the series and reschedule.

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Issue #3: No Server Found message on browser

Details: On web browser page, “No Server found” message appears.

Problem: Session process has not come up properly. Communication error on ICS server or between ICS and Remote Controller component on ICC machine.

Solution:

Schedule an alternative session or connect to another Meeting Room
If problem persists, contact technical engineer with access to ICC and ICS servers. In the event both components are hosted by Interwise, contact Interwise Customer Support.
If ICC and/or main Server site is hosted by customer on-premises, have a server technical engineer perform the following procedure:

Restart Interwise services (New PRC on ICC machine, if on premises); PxAgent on main ICS server to refresh connection. You may alternatively reboot the components. Stop the “Interwise PxAgent” service from the Windows Services console, end the “newprc” process in the task manager on the ICC machine then start the “Interwise PxAgent” service again.
Check if any IP’s have changed on either the ICC machine (if on premises), Interwise Server Manager - ISM (if on premises) or main ICS server since the last “good” event.
Check with customer’s network team whether any other network conditions have changed (Firewall rules, proxy or other device added). Browse to the ISM machine from a browser on the ICC machine and detect whether a connection is broken.

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Issue #4: Browser stuck during entry process

Details: During process of entry into event, an “Entering the Event” message appears but nothing happens. User cannot enter event.

Problem: Browser settings conflict with automatic event entry process or user doesn’t have ActiveX permissions or Microsoft or Sun JVM installed to support the event entry automatic mechanism. This usually appears the first time a user connects and sets up the Participant application in the process.

Solution:

If a yellow bar appears on the top of the browser window, click to download the ActiveX component.
After clicking on the hyperlink / enter link to enter the event, hold down the CTRL key.

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Issue #5: Choosing application type / No option to connect with Participant application and/or Web Client

Screenshot relevant to ICC’s version 7.2.50 and above

Details: The user has option to select between two types of client software.

Solution:

Whenever possible, use the standard Participant Application
If user cannot install the recommended application, he/she may select the browser-based Web Participant application but must use the phone to listen/speak during an event. The Web Participant also cannot be used to moderate events and lacks some of the functionality the Windows-based Participant possesses.
You may select the “remember me” option to by-pass this screen
If no option exists to select one or both of the client types, check with the event administrator if the event was scheduled to allow this choice. A system administrator may have suppressed this option altogether on the ICC level. Note, this option exists in ICC’s of version 7.2.50 and above.

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Issue #6: Can’t connect automatically to event when using Internet Explorer 7

Screenshot relevant to ICC’s version 7.2 and above

Details: During process of entry into event with Internet Explorer 7, the user needs to connect by clicking manually a link.

Problem: IE7 security settings may limit the event entry automatic mechanism.

Solution:

Click on the manual entry link to enter the event.
To avoid this message in the future and connect automatically, ensure your browser settings permit the connection to an event seamlessly, as follows:

Under Internet Explorer Options/Security/Internet:

Check to see that no personal firewalls are installed and restrict the connection of Participant.exe or student.exe ; as well as pull.exe (for material download)

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Issue #7: Setup of Interwise Participant does not progress/complete

Details: During process of setting up the Participant application from the Getting Ready page or automatically when entering an event, the progress bar freezes and the setup does not complete.

Problem: User may have aborted the setup and/or does not have enough disk space and/or may have lost temporary connection to the ICC.

Download the Participant application manually from the ICC home page tools menu.

Download the Participant application from the Interwise support site: http://download.interwise.com . Remember to install the application after downloading the installer.

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Issue #8: File Association prompt appears when entering event

Details: During the process of entering a live Interwise event, a small file downloads to the user’s PC that contains the list of servers the Participant application should attempt to connect to. The file also launches the Interwise Participant application since the .svc and .svt extensions are linked in Windows to this application.

Problem: Participant application is not installed or associated to the .svc/.svt extensions.

Solution:

Download and install the Interwise Participant application from http://download.interwise.com
If problem persists: Go to Start, Setting, Control Panel, Folder Options > File Types. Search for 'SVC' and ‘SVT’ and associate it by clicking on the 'Change' button and choosing Interwise Participant Application from the list of applications.

IF the ICC is an HTTPS ICC (encrypted login and browsing), then in Internet Explorer you should check that it is enabled to save ‘Encrypted Content to disk’. This can be found by:

-- Opening Internet Explorer

-- Go to: Tools >> Options >> Advanced

-- Scroll down to the Security section and make sure there is NO check in the box next to "Do not save encrypted content to disk"

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Issue #9: “Failed to Connect” – error message when connecting to live event

Details: Upon launching the Participant application and connecting to a real-time server, a “failed to connect to server” error message appears.

Problem: This is usually caused due to a loss of the Participant connection to the server.

Screenshot from Participant version 7.3 and above

Solution:

Click the YES/OK button
If problem persists, check your physical connection to the internet/network. If you are on a wireless connection, try to connect directly via an Ethernet cable.
Try connecting manually to the server by accessing the Connection menu on the top bar of the Participant application, Disconnect from event, Reconnect, Manually select server and then select the second server on the list.
Launch the Participant application and access the File Menu , Options , Network tab. Under the Proxy Server Settings, select the “Manual proxy settings” radio button and enter the address and port of the proxy. You may need to retrieve this information from your network administrator (Participant applications of version 7.0 and below will have this tab under the Windows Start Menu , Programs , Interwise , Interwise Participant Options).

If problem still persists, escalate to Interwise Customer Support with relevant Participant logs from the failed connection.
Dial into the event by phone to (at least) be able to establish audio in the event.

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Issue #10: Server still initializing error message when connecting to live events

Details: Upon launching the Participant application and connecting to a real-time server, a “server still initializing” error message appears.

Problem: This is caused due to the fact that the ICS session process (Px) has not come up yet due to an un-expected error. Normally, the Participant should select an alternative server.

Solution:

Wait a few moments and try connecting to the event again.
Try connecting manually to the server by accessing the Connection menu on the top bar of the Participant application , Disconnect from event , Reconnect , Manually select server and then select the second server on the list.
Schedule an alternative session or connect to another Meeting Room
If problem persists, contact technical engineer with access to ICC and ICS servers. In the event both components are hosted by Interwise, contact Interwise Customer Support.
If ICC and/or main Server site is hosted by customer on-premises, have a server technical engineer perform the following procedure:
- Restart Interwise services (New PRC on ICC machine, if on premises); PxAgent on main ICS server to refresh connection. You may alternatively reboot the components. Stop the “Interwise PxAgent” service from the Windows Services console, end the “newprc” process in the task manager on the ICC machine then start the “Interwise PxAgent” service again.
- Check if any IP’s have changed on either the ICC machine (if on premises), Interwise Server Manager - ISM (if on premises) or main ICS server since the last “good” event.
- Check with customer’s network team whether any other network conditions have changed (Firewall rules, proxy or other device added). Browse to the ISM machine from a browser on the ICC machine and detect whether a connection is broken.

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Issue #11: Invalid Username/Password error message when connecting to live events

Details: Upon launching the Participant application and connecting to a real-time server, an “invalid username or password” error message appears.

Problem: This is caused due to the fact that the ICS server rejects the client connection since it is un-aware that this specific user is authorized to connect to this live event. Most likely due the fact that the unique event settings were not received by the ICC by an integrated front-end system (portal, Learning Management System etc.) and passed on to the real-time servers in advance or the user has changed his/her Password to the ICC and used a link to a closed event that has their old password encrypted in it.

Solution:

Update the event from the front-end integrated system. This will re-send the “create/update event API call to the ICC and in turn, to the real time ICS servers.
If problem persists, update the event directly on the ICC by accessing the event and clicking “update”. Ensure the users receiving the message are indeed registered.
If problem still occurs, invite the relevant users to the event on-the-fly (from the Participant application , Event menu , Invite others (if allowed).
If problem still persists, escalate to Interwise Customer Support

Issue #12: Intelligent Server Selection: ISS does not launch and user cannot connect to live event

Details: When connecting to an Interwise live event from a network or via VPN, the Participant application launches but the ISS mechanism does not begin the scan of the relevant real-time ICS servers and connect you to an event.

Problem: The Participant application connects the user to the server using the default browser settings (LAN settings). In the case where all browsing to the internet (including to Interwise events) has to go through a proxy, you may need to enter this address manually in the Participant application network settings menu.

Solution:

Connect the user to event by phone to establish audio while you are troubleshooting the web conferencing portion of the connection.
Launch the Participant application and access the File Menu , Options , Network tab. Under the Proxy Server Settings, select the “Manual proxy settings” radio button and enter the address and port of the proxy. You may need to retrieve this information from your network administrator (Participant applications of version 7.0 and below will have this tab under the Windows Start Menu , Programs , Interwise , Interwise Participant Options).
If problem still persists, escalate to Interwise Customer Support with relevant Participant logs from the failed connection.

Audio Conferencing Connection Troubleshooting

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Issue #13: Selecting audio device for event

Click if you want to continue in the Event using the microphone and speakers or headset attached to your computer. You can now proceed in the Event.
Click if you want to use your telephone in order to speak and listen during the Event (and continue viewing content on the Whiteboard). This mode is known as ‘Audio-via-phone’.
Tip: If you want the option you selected to be the preferred audio device for future Events, you must select the Remember my choice, don’t ask next time checkbox. You can select an alternative audio device at any time during the Event.
You can also click if you do not want to use Interwise audio on your computer. For example, you may be using a conference room telephone or speaking to someone on the phone and just want to launch a web conference while still keeping the phone connection.
If you are using a laptop to access the Event, an additional two buttons to the telephone button may be displayed, according to how the Event has been configured and whether or not you have defined a preferred audio device.

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Issue #14: Can’t connect to Interwise Conferencing Center by phone

Details: When dialing in to Interwise Conferencing Center, the user can’t connect to event by phone.

Problem: The issue may be related to a number of different causes (user error or technical). The solution below will follow a logical sequence to overcome the issue. Make sure you understand where exactly is the user being troubled.

Solution:

Make sure the user is dialing the correct number. If another dial-in number exists for the event, try calling an alternative number. UIFN numbers (such as 00-800 – XYZ may be restricted by some cellular providers and office locations. Try calling a non-UIFN alternative number.

Tip: Try calling the same number the user is attempting to call and see for you if there is an answer.

If a busy tone is heard when calling, try again after a few seconds or try calling an alternative number. If the problem with a certain number persists, report issue to Interwise Customer Support (for hosted numbers). A busy tone when dialing on-premise numbers may indicate that no more concurrent ports are available and maximum capacity has been reached.
If the user can dial in to the conferencing center but does not know his/her Telephone User ID, try connecting with an event ID. Event ID’s appear in the calendar invitation as well as on the top bar of the Participant application during an event. Telephone User ID’s and Telephone Access Passwords can be retrieved directly from the My Interwise desktop application or by clicking on the “forgot password” link on the ICC (template must include this parameter in advance).
If the user hears the message “this event may be recorded for later playback” but can’t connect to the event (after connecting, a connection tone sounds), try connecting again to the conferencing center (may indicate a sporadic connection issue). If the problem persists, dial in to an alternative number. If problem still persists, contact Interwise Customer Support. Make sure that the user is not in fact connected but hears nobody on the call since the event did not begin. You can check this by asking the user to select *2 on the keypad for a participant count.
If the user hears a response that “event XYZ cannot be found”, make sure the event is indeed scheduled for the date and time of the access. Verify again that the user is dialing in to the correct number (for the relevant ICC). If the event does appear correctly in the calendar, the user may be accessing an event that was in fact deleted on the system by the event initiator but no notification to the users was properly sent. Contact the event initiator to establish that the event is taking place as planned and if so, re-schedule the event on the system. Notify all other attendees.
Try connecting to the event with the PC using PC audio.

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Issue #15: Can’t speak / be heard by others

Details: When connected to an Interwise live event by PC or by phone, a user cannot speak (be heard).

Note: In moderated-led events (iMentoring, iClass, iSeminar and iClass), you must request permission to speak (raise your hand by clicking *1) after which your microphone will be opened by the presenter. You will be muted automatically upon connecting to the event.

Solution:

Cannot be heard/speak when using PC audio:

Verify that you are not muted. Press the “mute” button on the top of the participant application. See note above for moderated events.
Verify that your microphone input level is high enough by using the slide bar on the Participant application.
If you are using headsets or an external microphone, make sure it is plugged into the correct PC slot.
By using the built-in Audio Setup Wizard (Participant Application , Audio/Video , Audio Setup Wizard), check if you can properly run through the audio setup which will test your microphone input.
Make sure your PC’s microphone is not shut off (muted) by clicking on the volume control icon on the system tray. If icon does not appear in system tray, access it from Start , Programs , Accessories , Entertainment , Volume Control (for Windows XP)
If in the process of connecting to the event, you chose “Do not use Interwise Audio”, your microphone will be suppressed. You can change your option while in the event by clicking on the Audio button (version 7.3 and above) or microphone button (version 7.2 and below).
If problem persists, dial in to the event via the phone.

Cannot be heard/speak when using phone:

Make sure you are not muted. Press *6 on your phone keypad to un-mute yourself. An event initiator/presenter may mute your microphone during the event. Press *6 to un-mute.
Verify that the phone itself is not muted (check earphone, mute button on speakerphone, Bluetooth device etc.).
If problem persists, dial in again to event or connect via PC audio.

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Issue #16: Can’t hear others in live event

Details: When connected to an Interwise live event by PC or by phone, a user cannot hear.

Solution:

Verify that, in fact, someone is speaking. Inquire if others in the event can hear the speaker to establish if this is an isolated issue on your end or not. If you are connected by phone, press *2 (participant count) to verify that others are in fact in the session. If you are connected with your PC, you may also send a note to another PC user to inquire.
Check your PC’s speaker volume control. Make sure it is not muted and maximize your sound output. If you connected via the phone, maximize the volume.
If you are using headsets or an external microphone, make sure they are plugged into the correct PC slot.
By using the built-in Audio Setup Wizard (Participant Application , Audio/Video , Audio Setup Wizard), check if you can properly run through the audio setup and hear the sound bytes.
If problem persists, dial in by phone to event and troubleshoot PC sound issues later.

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Issue #17: Experiencing audio latency in live event

Details: While in a live event, a user experiences latency (cuts and delays in speech) when he/she speaks or hears others. This is usually caused by network factors (such as jitter, packet loss or latency) affecting the transport of the audio (Voice Over IP).

Solution:

Traditionally the following steps may resolve the issue:

If you can isolate the participant whose sound is delayed, recommend him/her to connect to the session via the phone. At times, the network connection introducing the issue may be yours. Switch to the phone. If you have the option to dial into an Interwise-hosted number (and not a local on-premises telephony server), please do so.
Connect to an alternative Interwise Communications Server. From the Connection menu --> Disconnect --> Reconnect --> Manually Select Server and choose an alternate Communications Server.
If you or the participant speaking with delays is on a wireless connection, switch to a LAN connection with your Ethernet cable.
If you or the participant speaking with delays is on a VPN connection, consider disabling the VPN client and connecting to a Communications Server again.
A probable cause of latency from/to your PC could be your PC's configuration. Lack of sufficient memory and other system resources may result in your computer interrupting audio for brief periods of time.
If the problem persists across several events and with the above recommendations not providing remedy, consult your network administrator or Interwise Customer Support.

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Issue #18: Participant disconnects from real-time server

Details: During a live event, the participant application disconnects from the real-time server. This may occur due to one (or more) of the reasons below:

The Participant lost sporadic or constant connection to the internet/network. This may be an isolated end-user issue.
Network congestion.
The Interwise Real-Time ICS server failed or has lost connection to its parent server.

Solution:

In general, you should determine if this issue occurred to a single participant or this was a mass disconnect by several or many participants. The latter would indicate a server issue or a network problem at an entire location.
As the audio is more susceptible to network congestion and connectivity, dial in to the event via the phone.
Check that the Participant is not on a weak wireless connection. If using a VPN client, try disabling the connection via VPN
The participant should select an alternative server to connect to. From the Participant application top bar, click connection --> Disconnect --> Reconnect --> Manually select server. Choose an alternative server and click OK.
If the problem persists, check that the internet/network connection at the site you are at is stable. If you have the option, connect with an alternative connection. Dial in to the event with the phone so that you can listen in and speak.
If multiple users have disconnected simultaneously from an event, this may indicate the real time ICS server has failed or has lost connection or a network problem at a specific site. Dial in to the event with the phone so that you can listen in and speak
If you believe problems exists on the physical ICS server, report and escalate to your Interwise server team for troubleshooting.

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Appendix A – Retrieving session logs for escalation to Interwise Support

What to report:

In your discovery process, be sure to understand the exact nature of the problem reported. When reporting to Interwise, try and be specific as possible as Interwise Support is a 3rd-party that was not involved in the actual event. Data that will help find a successful resolution will include:

Exact description of issue
Date and time of issue
ICC name
Event ID
Individuals that experienced the issue(s)
Screenshots, if relevant
Session logs

Participant Logs (Ver. 7.0 and above):

Participant session logs are generated every time the standard Participant application launches. The logs capture general information and technical data during the event. Logs are located by default in the user’s My Documents folder and are named WC (i.e: WCLog7.log). Search under the following path:

C:\Documents and Settings\[USERNAME]\My Documents\Interwise\participant\Logs

If you cannot find them under the My Documents folder, perform a search for: /Interwise/participant/logs/

Participant Logs (< Ver. 7.0):

In the versions below 7.0, a separate application existed for moderating event (Interwise Moderator). These logs were of the naming convention: WS Log. (i.e: WSLog6.log).

On-Premise Interwise Communications Server (ICS) Logs

1. When reporting issues that involved real-time servers (latency, disconnects, materials insert, abnormal performance etc.), compress and send all server session logs under of type Plog*.log from: Interwise\server\center\logs from the date and time of the event.

2. When reporting issues regarding live events that do not come up properly (no enter link, server initializing, server not found, server disconnects etc.), compress and send (in addition to the above):

Alog*.log files from: Interwise\server\center\logs from all on-premise servers

AND

Alog*.log from the: \Interwise\center\log on the ICC (if hosted on-premises)

3. Materials retrieval: For issues involving pre-scheduled materials that don’t download (push) to multiple participants, send Push Server logs of type: PS*.log from:\Interwise\center\logs\. You may need to send PS logs from the primary push server on the ICC machine (if hosted on-premises) for the relevant date and time of the report.

On-PremiseInterwise Communications Center(ICC) Logs

For issues involving scheduling (events not on air, server initializing errors, server not found, enter links not active etc.) of server components, Remote Controller logs are needed in addition to above ICS logs. These can be retrieved by accessing the ICC server (if on premises) and retrieving logs of type: NEWPRC*.log from :\Interwise\center\logs\ from the relevant date and time of the report.

On Premise Telephony Server (ITS) Logs

For issues involving problems connecting to ITS server or mass ITS disconnects, compress and send:

The log files from: \Interwise\ITS\Logs

Attach the files from: \Interwise\ITS\config.

Attach the *.rpt file if exist from: *.rpt \Interwise\ITS. (The RPT files are created when some processes crash.)

Attach the iwconfig.ini file located at the run dir of the ITS/IVR/IPP.

Specify the time of disconnection/problem.

If the problem is about Audio (cutoffs, disconnections etc.) please attach in addition the ITS parent PLog*.log for that event.

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Appendix B – Interwise System Components and Terminology

Interwise Participant Application:Interwise Participant is a Windows™ enabling Participants and Moderators at remote locations to connect by means of their personal computers to a live, interactive Event or view recorded playbacks.

Interwise Web Participant: A scaled-down version of the Interwise Participant application (some features and functions the Windows-based application are not contained here) that requires no install and runs in the browser. Primarily used to view content in web conferencing events. Users can speak and hear by dialing into the event by phone. Available on ICC’s version 7.2.50 and above only.

Interwise Communication Center (ICC): The Interwise ICC is a web-based application that handles administration and maintenance of live Events, Participants, content and Servers that are part of the Interwise environment. The ICC displays information about Events and enables users to create and register to them, view their personal data and schedules, search for specific Events etc.

Interwise Communications Server (ICS): The Interwise Communications Server is an application that acts as a multiplexer for the transfer of Interwise data. Live Event data (materials, live data streams, etc.) can easily be passed to multiple Participants spread over many sites. The Communications Server also includes a telephony module (ITS – Interwise Telephony Server and IVR – Interactive Voice Response) to support Interwise Audio Conferencing.

The Communications Server also includes the Interwise Push Server,

which sends Participants both pre-prepared content used for live Events

and any pre-recorded materials such as self-paced lessons.

Interwise Server Manager (ISM): A utility that enables you to manage Interwise Communications Centers (ICCs – see above), Server machines, Sites (groups of servers), and Trees via a web interface.