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Frequently Asked Technical Questions
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I can’t see the polling question
Press F5 to refresh your screen. If the problem persists, log out of the Webcast, clear your cache and log back in.
To clear your cache:
Within Internet Explorer, go to the Tools Menu
Select Internet Options
Select the General tab
Within the Temporary Internet Files section, click Delete Files
In the next pop-up window, check the Delete All Offline Content
Click OK
Once the pop-up window has closed, click OK in the Internet Options window
Close all browsers
Click on the event URL or open a new browser and paste the URL to join the event.
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I can't hear anything (or the sound is very faint).
Verify that your speakers are plugged into the power outlet, turned on and up, and connected to the audio port of the computer. Your speakers or headphones must be plugged into the sound card – not into the "sound out" jack of the CD-ROM drive.
If you still cannot hear any audio, check your system volume settings:
Click Start, Settings, and then Control Panel.
Double-click on the Multimedia Icon.
On the audio tab, turn up the volume. If it is grayed out, this indicates that the system is not configured for sound.
If you have turned up the volume on both your speakers and system, then try turning up the volume on whichever media player you use.
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The "Join Webcast" link in the confirmation email doesn't work
The URL to enter the Webcast may have wrapped in your email program, thus truncating the URL into two sections. Check to see that the URL has not been broken or is missing characters. You may need to cut and paste the full URL into the address field of your Web Browser.
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I can't register for the webcast, or I can't complete my registration form!
In order to register for the webcast, your computer must have cookies and JavaScript enabled. If your operating system currently does not have cookies or JavaScript enabled, contact your network administrator or reference the help links located on the registration page.
To enable cookies support when using Internet Explorer 6.0, complete the following steps:
Run Internet Explorer
Click on "Tools" on the menu at the top
Click on "Internet Options"
Click on the "Privacy" tab
Click on the "Advanced" button
Select "Override automatic cookie handling"
Select "Always allow session cookies"
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I keep receiving an error message stating that the form is missing information or I am entering an invalid email address when I register.
When the registration page refreshes with an error message, check to see that all of the required registration fields have been filled out properly and resubmit the form.
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Can I access the Webcast from a different computer than the one I registered from?
If you have already registered for the event, you can access the event regardless of the computer you initially registered from. Just enter your email address in the returning registrant portion of the event registration page.
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I can access the Webcast, but I cannot view the slides or the slides are not flipping.
Try refreshing the presentation by either hitting F5 on your keyboard or closing out and relaunching the presentation. If you have joined an event that has already started, please wait a few moments. The slides are synchronized with the event and will flip with the next timed marker in the presentation.
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The media player automatically stops or it continually stops and rebuffers
Network congestion can occur at any time due to the following problems:
If you are connecting to the Internet through a modem.
You are trying to access an event during peak Internet traffic hours.
If you are connecting to the Internet from outside North America.
There is heavy traffic on your company network.
To alleviate network congestion, you may want to consider the following:
Upgrading to a faster connection
Reduce the amount of applications you are running while accessing the event
Try accessing the event during an off-peak Internet traffic period.
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The slides are not moving
Press F5 to refresh your screen. If the problem persists, please send a screen shot of your webcast screen to
dcomentariosfrontera@deloittemx.com
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To capture a screen shot:
Pressing the ALT and PRT-Sc keys simultaneously.
Paste the screen shot in the email.
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Pressing the "Launch Presentation" button doesn't do anything
Pop-up blocking software (like Adaware or SpywareBlaster) might obstruct the presentation console from opening. You may need to temporarily disable the pop-up blocking software in order to participate in the event. Please check with your network administrator to identify potential pop-up blocking technology.
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I receive an "HTTP not found" error message
128-bit Encryption is required for your operating system and browser. To determine if your browser has 128-bit encryption, go to the "Help" feature at the top of the browser window, then click on the "About" selection from the drop-down menu. The parameter you need to verify is titled "Cipher Strength" for Internet Explorer.
iIf you are using a Windows 2000 operating system and your browser indicates that you do not have 128-bit encryption, you will need to install Service Pack 2 (SP2). SP2 can be downloaded for free by
clicking here
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My computer crashes when I try to access the Webcast
First, verify that your settings meet the
minimum Webcast requirements
. If they do, try
clearing your browser's cache
and restarting the Webcast
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I can't see the test video
Your media player may not be installed correctly or your player may not be configured to stream the format of the event. Verify that the player has been installed correctly and check the player settings to verify that it is set up to receive the stream format.
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Do I need an updated codec file?
Microsoft Windows Media codecs are automatically downloaded by Windows Media Player, including all Windows Media codec updates. However, if you are using a proxy server in the network in question, then you will need to input that server information into the Windows Media Player or it will not be able to reach the Internet. For more info on Codecs, please click here:
http://www.microsoft.com/windows/windowsmedia/mp10/codecs.aspx
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