Web Videoconferencing Questions and Answers

Questions and Answers

More information is available in the form of questions and answers. Click on the questions to expand them and see the answers.

How do I start hosting for the first time?

At least two business days before your first meeting, you'll need to contact the Help Desk to request a WebEx host account by calling 781-4357 or e-mailing helpdesk@hws.edu.

Once your host account has been activated, you will receive a welcome email from WebEx with your login name and a link to create a password. When you are ready to access WebEx, this Quick Start Guide (PDF) will step you through the basics of starting and joining a meeting. We recommend that you begin a test meeting in your WebEx personal room to download the WebEx plugin and familiarize yourself with the interface well in advance of your first meeting.

Please be aware that IT Services will not be able to start or moderate meetings for you. However, in advance of your first meeting, basic instruction on how to host a meeting is possible with at least 2 days' notice. Please send requests to helpdesk@hws.edu.

I am participating for the first time. How do I make sure things are working properly?

WebEx requires that you first install a small piece of software called a "plug-in" to be added to your Internet browser. If you are not automatically prompted to do so, instructions can be found at this link: https://support.webex.com/webex/meetings/en_US/chrome-firefox-join-faq.htm.

WebEx offers a test meeting process.

You may also begin a test meeting with a friend or colleague in your WebEx personal room. Access this Quick Start Guide (PDF) for instructions on starting an instant meeting and connecting to the audio.

I received an e-mail invitation to a WebEx meeting but I somehow lost it. What do I do?

The best thing to do is reach out to the meeting host to request a second meeting invitation; s/he has the most information and details for the meeting s/he has established.

I have a WebEx host account but I've forgotten my password and/or can't login. What do I do?

The WebEx login is distinct from your other HWS e-mail and computing credentials. Please contact the Help Desk at 781-4357 or helpdesk@hws.edu to request that your WebEx host password be reset. Please do not use the "Forgot Your Password" link found within WebEx.

Can I use a mobile device (e.g. cell phone or tablet)?

Apps (software) for the WebEx system are available for both Android and Apple devices (excluding BlackBerry OS). Note, however, that apps are discouraged for hosting meetings. Functionalities and features will be limited and currently vary widely across devices.

Due to inconsistencies and lack of core features, hosts should not rely upon mobile devices to facilitate meetings and instead should use laptops or desktop computers. Meeting participants (as opposed to hosts) will encounter greater stability using mobile devices but still periodically find restrictions in functionality. Mobile devices only allow for viewing 4 participant webcams at a time. WebEx maintains a guide with links to the apps required to access the system.

As a meeting host, how do I pre-load materials for a WebEx meeting or share documents?

We recommend that you open your WebEx meeting 15-20 minutes in advance to check equipment and upload materials. The quickest and easiest way to share documents is by sharing your desktop. Plan ahead by saving files in a folder on the desktop of the computer you will be using for the meeting. To learn how to share your desktop in the meeting or individual files, please reference this WebEx Guide.

Can I use WebEx on a wireless network?

When available, a wired connection is preferable. However, if wireless is your only option, please be advised that depending upon connections you may encounter periodic gaps or even connection closures if the service has an automatic time limit; please check with the network provider if you have concerns.

What equipment do I need?

Participants:

If your computer has a webcam and microphone (which many now do), nothing extra is required. However, external earbuds with microphone or a noise reducing microphone headset may be helpful.

Hosts:

If you are hosting the meeting by yourself at your own computer, nothing else is required. However, external earbuds with microphone or a noise reducing microphone headset may be helpful.

If hosting the meeting with more than three people in the same room, an external microphone and webcam is recommended. HWS community may reserve this equipment at the Help Desk by calling 781-4357 or e-mailing helpdesk@hws.edu.

How do I get my camera to work?

Both meeting hosts and participants will be prompted to share video. When you are ready to share your webcam, navigate to the right side of the screen and locate the Participants panel. Find your name and click on the camera icon which will turn blue when your camera is working. To stop sharing your camera, click on this same icon.

How do I select an external webcam?

On the right hand side of the screen, click on the icon that looks like a gear or cog. This icon will open a pop-up screen of Video Option Capture Devices. Click on the drop-down arrow to select the desired camera (see an image of this here). Please note: it may be helpful to connect the camera to the computer before turning on the computer so the camera is recognized automatically.

My participants can’t hear me.

Note that when you start a meeting, you won’t automatically join the audio conference. At the very least, you will need to connect to the audio in order for others to hear you. If you are using an external microphone, "Test computer audio" to be sure WebEx has recognized that microphone. See instructions on how to join the audio conference.

I can’t hear my participants.

Check that you have joined the audio conference: Note that when you start a meeting, you won’t automatically join the audio conference. At the very least, you will need to connect to the audio in order to hear your participants.

Check your sound settings: If you are using an external speaker or microphone, you may need to open More Options below the audio icon to activate the external device. Also check that the volume on your computer is not muted.

See instructions on how to join the audio conference.

Once you have verified these options, use the chat window or whiteboard to make sure your participants have done the same.

How do I access my personal meeting room?

With a WebEx host account, you will have access to a personal meeting room where you can start an instant meeting. Once logged-in to WebEx, you can access this room by navigating to the WebEx tabs and selecting My WebEx > Enter Room. Be sure to join the audio conference so your participants can hear you.

How do I invite participants?

Participants may be invited before the meeting by selecting My WebEx > Invite or once inside the meeting by selecting Quick Start > Invite & Remind.

Please note that since you will have a persistent meeting room, anyone you have previously invited, may re-use the link to join at any time. As a best practice, we recommend locking the room once all of your participants have arrived. To lock your room once inside the meeting, select Quick Start > Lock Room.

How do I lock my personal room?

To lock your meeting room once all of your participants have arrived, select Quick Start > Lock Room.

Please note that since you will have a persistent meeting room, anyone you have previously invited may re-use the link to join at any time. As a best practice, we recommend locking the room once all of your participants have arrived.

I can’t share a Microsoft Word file in WebEx.

This is a known intermittent issue. If the Microsoft Word document will not open using Share > File, there are three other ways to share the information: application sharing, screen sharing, or by copy/paste onto a whiteboard.

  1. Share the Word Application
    Navigate to the top toolbar, select Share > Application and select Microsoft Word from the list of open applications.

    Other than sharing the file itself, this is the cleanest view for your participants.
  2. Share your Screen*
    Navigate to the top toolbar, select Share > My Screen.

    *Caution: your participants will be able to see anything you have open on your computer in the background.
  3. Paste the content onto a Whiteboard
    Navigate to the top toolbar, select Share > Whiteboard. Open the Word document; highlight and copy ([Ctrl + C] on PC or [Command + C] on Mac) the content from the Word document; paste ([Ctrl + V] on PC or [Command + V] on Mac) the content onto the whiteboard.

I can’t share a PowerPoint presentation file in WebEx.

This is a known intermittent issue. If the PowerPoint presentation will not open using Share > File, there are two other ways to share the information: application sharing or screen sharing.

  1. Share the PowerPoint Application
    Navigate to the top toolbar, select Share > Application and select Microsoft PowerPoint from the list of open applications.

    Other than sharing the file itself, this is the cleanest view for your participants.
  2. Share your Screen*
    Navigate to the top toolbar, select Share > My Screen. Start the slideshow.

    *Caution: your participants will be able to see anything you have open on your computer in the background.

    Note: If you are sharing a presentation created using PowerPoint 2013 or later, the presentation will not display animations or transitions. We recommend removing animations and transitions when preparing for the meeting.

I need to share a video during a meeting. What is the best way to do this?

There is only one way to share a video that will play the sound synchronously for all the participants within WebEx:

  1. Share the video file
    Navigate to the top toolbar, select Share > File and select the video file from your computer.

    Note: Playing a video while sharing My Screen or Application will not transmit the sound to your participants!

Alternately, we recommend sharing the video link via the chat box or e-mail. At the moment you wish participants to view the video, each end point should mute their microphones and view the video. At a specified time, participants should unmute their microphones to continue the meeting.

I'm out of storage space. How can I save my recordings?

Each host will acquire enough storage space for approximately 2.5 hours of meetings depending on meeting tools utilized. We encourage you to transfer recordings off your WebEx account promptly to ensure storage space for future use. Recordings can be downloaded from WebEx (http://kb.webex.com/WBX28926) and played using the proprietary plug-in or converted to Mp4 format (http://kb.webex.com/WBX28158) for sharing. Please contact the Help Desk with two days advanced notice if additional recording time is required.

 

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