Technical Troubleshooting

If you are using a computer that meets the technical requirements for Interwise and you are still unable to connect to an event, please read through the frequently asked questions below for possible solutions.

Tip

Can't find the right solution? Complete the Technical Help Form for additional help. Assistance is provided during the ATC's normal business hours.

I am a Windows Vista User and I am receiving error messages during my first attempt to enter an event.

Windows Vista requires a seperate installation of the Interwise iMeeting participant client. Access the Interwise Vista Installation webpage to install the supported Vista client. When prompted, select Open and Run to begin the installation.

I am a Mac OS X User.

At this time, Macs are not supported by Interwise.

I am attempting to access an Event and my default browser is Internet Explorer 7.

Internet Explorer 7 is technically not supported by Interwise yet, but there is a workaround. Before you click the link to access an Event or install Interwise, press and hold the Control key on your keyboard until the Event loads on your screen.

I clicked the link to access an Event and a browser window opens, but nothing happens.

Are you running Internet Explorer 7? Close the browser window that opened, press and hold the Control key on your keyboard, and try again. Keep holding the Control key until the Event opens.

Do I need cookies enabled on my browser?

No sensitive data is stored in an Interwise cookie. However, you do need to have cookies enabled.

In Internet Explorer 5.x

If you get an error indicating that your browser needs to be cookie enabled, go to the browser's Tool menu and select Internet Options. Click Advanced and select Enable cookies. Note, that your security level must be set to medium or below.

In Internet Explorer 6.x

If you get an error indicating that your browser needs to be cookie enabled, go to the browser's Tool menu, select Internet Options and then select the Privacy tab. Make sure your Setting is at "Medium." On the Privacy tab you could also enable cookies by clicking on Advanced and selecting Override automatic cookie handling, selecting Accept for First-Part Cookies and Third-Part Cookies, and selecting Always allow session cookies.

How do I enable pop-ups in Internet Explorer?

To have Interwise work successfully on your computer, you must allow pop-ups for WPI's Interwise server (connect.wpi.edu). In the most recent version of Internet Explorer (6.x), go to the Tools menu, select Internet Options, then the Privacy tab, and then click on Settings in the Pop-up Blocker section of the Privacy tab. Enter connect.wpi.edu in the Address of Web site to allow: text box and click the Add button. This adds connect.wpi.edu to the Allowed Sites and no longer prevents Interwise from working correctly. Click Close and then OK to return to Internet Explorer.

Why do I get the yellow information bar asking me to install an Active-X control?

An Active-X control is an object or program that interacts with a webpage. In this case, the Interwise client is attempting to run or install from the event link you visited in Internet Explorer or an email invite. Select the yellow information bar below the Address Bar area in IE and Install Active-X control to continue. If this is the first time you are accessing an Interwise Event from this computer, Interwise will now run through the installation procedure and after completed, you will be taken to the event. If you have previously used Interwise on this computer, installing the Active-X control from the yellow information bar will take you directly to the event.

What should I do if the installation process fails when I go to the link for installing Interwise and testing my connection?

Verify that you have local administrative privileges for Windows 2000 or XP on the computer. Go to Start > Control Panel > User Accounts. Check to see if your username is listed in the "Administrators" group. If it isn't, contact the administrator for your PC to get assistance with installing new software on the PC.

What should I do if I get the message "Failed to connect to server" when I try to join an event?

The Interwise Participant application attempts to connect over multiple Internet protocols and with an array of proxy information. However, there maybe times that the Participant application will need manual information to connect to events.

On your computer, go to Start > All Programs > Interwise > Interwise Participant Options and check the following:

On the ICCs tab, make sure one of the ICCs listed in the ICC URL/IP dropdown is "connect.wpi.edu/wpi" and for that ICC, the important settings should be the following:
ICC Id = wpi
Push Server {URL/IP} = 130.215.34.137

If this is not what you see, remove the ICC by clicking the Remove button.
On the Tunnel tab, the Tunnel Type should be "Full" and since you do not need a proxy server, No Proxy Server can be selected. If you are connecting from a corporate LAN, check with your IT department on this, as they may want you to select something else.
On the Server Selection tab, select Full Scan, first time only and click the Erase History button.

I can't log in. What should I do?

Participants:

Events are set up so you don't have to log in, although you may be asked to provide your name and email address for identification purposes (this is not always necessary, depending on how the scheduler of your event set up the event).

Schedulers:

If you are prompted to log in with a username and password, members of the WPI community should use their WPI Windows username and password. If that doesn't work, contact the Academic Technology Center at connect@wpi.edu for assistance during regular business hours. If you are unsure of your Windows password, contact WPI's Helpdesk (helpdesk@wpi.edu or 508-831-5888) to get assistance with resetting your Windows password.

Why can't I see the event materials?

There may be any number of reasons why you cannot see the materials in the event.

If you are currently downloading the materials, the materials may not appear until the download is complete. To tell if you are downloading materials, check to see if there are spinning arrows in the materials section of the status bar of the Participant application. If the materials are currently downloading, please remain patient until the materials have completed downloading.

Other steps you can take:

Wait several seconds. If you are connecting to the event with a slow connection/low bandwidth, event materials may take a few seconds to be displayed.
Verify that the Interwise Push Client is active (the icon in your system tray should be flashing). If the icon is disabled (or grayed) you should disconnect and then reconnect to the event.
Click the Event Materials Status Indicator in the lower right corner of the Participant application to display a new window which provides information on the current status of the event materials. The materials can be in any one of the following modes:
- Downloading... = The materials are currently being downloaded.
- Preparing... = Files are being extracted from the compressed event materials file.
- Ready to Use = Files have been extracted and are ready for use in the event.
- Error = A problem occurred in receiving the materials.
Verify with the moderator that event materials are being used.

What should I do if no one can hear me speaking during an event?

There are many things you can try to adjust your speaking volume:

Make sure your headset/microphone is plugged in correctly.
Adjust your microphone volume by using the microphone volume (displayed as a percentage) in the status indicator in the upper right corner of the Interwise window.
If your headset has volume control on the cord, make sure the volume control is not set to "mute".
Test your volume in the Audio Wizard. Go to the Audio/Video menu and select Audio Setup Wizard. Adjust the volume as necessary.
Right-click on the Volume icon in your system tray (in the lower right corner of the screen) and select Open Volume Controls. In the displayed window, make sure that the microphone and volume control settings are set to at least 75% and they are not muted.
Make sure that no other programs are currently using the sound card (such as Winamp or Windows Media Player). When accessing the event, you will be prompted to close any applications that are using the sound card.
Make sure that you are holding down the Ctrl key when speaking.
Make sure the Participant window is the current active window (the title bar should be blue and NOT gray).

What should I do if I cannot hear other participants during an event?

There are many things you can try to adjust your listening volume.

Make sure your headset (or speakers) is plugged in correctly.
If your headset has a volume control on the cord, adjust the volume as needed.
Adjust your listening volume by using the speaker volume (displayed as a percentage) in the status indicator in the upper right corner of the Interwise window.
Test your volume in the Audio Wizard. Go to the Audio/Video menu and select Audio Setup Wizard.
Right-click on the Volume icon in your system tray (in the lower right corner of the screen) and select Open Volume Controls. In the displayed window, make sure that the volume control settings are set to at least 75% and are not muted.
Make sure the Participant window is the current active window (the title bar should be blue and NOT gray).

Note

During the event your sound (both listening and speaking) may be choppy if you have a slow Internet connection.

The link in my e-mail invitation is not active. What should I do?

Highlight the link in your email and copy it. Open your browser and paste the link into the Address field in your browser.

I am trying to view a recorded event that I was unable to attend. I get a prompt asking me to "Register to the Communications Center." What should I do?

If you have never attended a live Interwise event, you need to schedule one before you can view a recording of an event. This prompt is received because the Interwise push client is not registered with WPI’s Interwise Communications Client (ICC). The registration happens automatically when you join any live event. To schedule a live event to register Interwise on your PC, contact WPI’s Helpdesk (helpdesk@wpi.edu or 508-831-5888). After attending a brief live event, you should then be able to access the recording as well as recordings for future events.

Maintained by itweb@wpi.edu
Last modified: Sep 25, 2006, 16:33 EDT