Frequently Asked Questions

Answers to the most asked questions

Question List

This guide is intended to help resolve any questions you may have. Select the question that most closely resembles your question. If your question isn't listed, please fill out a support request or email support@telenect.com.

Questions and Answers

Scroll through a list of all the questions and answers.

How can I test my system before a live webinar?

When you create an account, we will automatically test your computer to make sure our minimum system requirements are met. You can also test your system automatically. During the test, after each item has been checked, your system will display the result. If there is a problem, a warning message will appear with a link to additional helpful information.

The system test will verify the following:

  • Javascript Enabled
  • Supported Browser
  • Flash Player 10
  • Firewall
  • Bandwidth
  • Screen Resolution

Another great way to test is by watching a sample webinar located on the View an Event page.

What are the recommended system requirements?

Operating System:

  • Windows XP SP3, Vista® or 7
  • Mac OS X 10.4 or greater
  • Linux (works, but unsupported)

Intel Pentium 4 2.33GHz or PowerPC G5 1.8GHz processor (or faster)
256MB of RAM and 64MB of VRAM

The following items are verified when you create your account or run the automatic system test.

Web Browser:

  • Internet Explorer 7+
  • Firefox 3+
  • Safari 5+
  • Chrome 5+

Flash plug-in: Flash 9.0.115 or greater
JavaScript enabled
High Speed Internet Connection (500+ kbps)

The video was working perfectly, but it just stopped.

The quickest and easiest option is to click on the "reconnect" button on the webinar page. This will force the video to reconnect.

If the reconnect button doesn't work, or if there is any interruption in your Internet connection, you may have lost the video altogether. If that happens, leave the webinar by selecting the "Leave Now" button on the webinar page. You'll be redirected to the webinar lobby page and you can chose to "return to the event at any time", provided the webinar is still "live."

If you "refresh" or "reload" your web browser, or push F5 on your keyboard, you will be disconnected from the webinar and returned to "My Events". Click on the webinar you were watching and, if it is still "live", you will automatically rejoin the event.

The webinar "freezes" or stops occasionally.

The problem may be that your internet speed is not fast enough or not operating at advertised speeds. Test your system to verify that you have sufficient bandwidth. For best viewing, you should have 500 kbps (kilobits per second) download and 50 kbps upload. If your speeds are lower, you will continue to experience problems. Please contact your internet service provider.

I can see the video playing, but I'm not hearing anything.

If the video is playing, you should also be hearing the audio since they are part of the same data stream.

First double check the basics:

  1. Make sure you have speakers.
  2. Verify that the speakers are plugged in.
  3. Check to see if the speakers are working in another application. Try playing a CD.
  4. Make sure the speakers are not "muted".
  5. Make certain the volume of the speakers is turned up.
  6. Check that the system volume in your operating system is turned up.
  7. Some sound cards are only able to play audio from one source at a time, so make sure no other applications are using your sound card.
  8. If your audio is not working in any other application, try restarting the system before turning to your computer manufacturers' support.

If the audio is working in other applications, you may be having a problem with your flash player. Run the system test to see if you are using a current version of flash.

If you have more questions, please file a support request or contact us at support@telenect.com. We will respond to you as soon as possible.

The video pane is too small. Can I make it larger?

Yes! Click on the diagonal arrow just to the right of the small image and to the left of the clock. Clicking on the arrow will reverse the large and small images. If the speaker is using slides, most people will display the slides in the larger window to make them easier to read, and watch the speaker in the smaller window.

I submitted a question, but have not received a response. Do I need to resubmit my question?

All the questions asked are put in a queue for the event moderators to review, to answer directly or to send to the speaker. Questions are typically answered in the order in which they are given to the speaker.

What if my question isn't on this list?

If you have any questions, please file a support request or contact us at support@telenect.com. We will be happy to respond to you as soon as possible. Thanks!