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FAQ
Welcome to the FAQ ( Frequently Asked Questions ) for www.worldhealthtalks.com. Please review our list of common questions and the solutions to solve many common problems when accessing our live and archived content.
After reviewing this list, if you need further assistance, please contact our staff at
www.worldhealthtalks.com/support.
Login Problems
Q: I can not login with my username and password.
A: Please make sure that you have purchased a license with www.worldhealthtalks.com. Please check your username and password carefully (password is case sensitive) and attempt to login. If you still can not access your account, please click the "Lost Username/Password" link located below the login area.
If you attended a live event and received complimentary access to the site, you must go through the membership purchase process and use the supplied conference code to complete the registration. During this process you will be prompted to create your username and password.
Conference Codes
Q: I can not redeem the conference code that was given to me by the conference administrator.
A: Conference codes are supplied only to registered attendees of the live conference or summit. These conference codes match the registration name and can only be accessed by the registered attendee.
Q: I have lost or misplaced my conference code.
A: To recover your conference code, please submit a support request containing the original registration confirmation # supplied by the conference organizer. Please include your full name and e-mail address that was used at the time of purchase.
WEBCAST VIEWING SUPPORT FAQ and CHECKLIST
Q: I am getting a white Screen on the webcast page.
A: This is due to the live video stream being blocked in some fashion at your location. This can be in a firewall, a router, or on your PC within a security application such as McAfee, Norton, Avast, etc. Please check with your IT department to verify that your network is allowing all of the following requirements.
In order to see our live webcast some standard protocols and public IP Addresses need to be accessible. :
Network requirements are:
Your Firewall has to allow RTMP via ports 80 and 1935.
Your firewall needs to allow Streaming Video as a service.
Your firewall needs to allow the entire IP address ranges and these should not be banned:
Ranges` of:
69.28.128.0 - 69.28.128.18
68.142.64.0 - 68.142.64.18
208.111.128.0 - 208.111.128.18
87.248.192.0 - 87.248.192.19
203.77.184.0 - 203.77.184.21
117.121.248.0 - 117.121.248.21
Q: I see the Slides - but I don't see Video nor do I hear Audio.
A:
1) In a situation that has limited bandwidth or within a network that has heavy utilization, it can take up to 1 minute for the video to start playing. Please allow that.
2) Refresh your browser by hitting the F5 key.
3) Try clearing your Cache.
4) You may need to install or update Adobe Flash Player:
How to install Flash Player
Go to the www.adobe.com/flashplayer website and click the Get Flash Player Button
It is a free, fast install and does not require a reboot.
Follow the instructions and at the end of the install the website should display an animation that will verify that you have properly installed Flash Player.
If are not able to complete the installation, and you do not see the yellow warning bar at the top of Internet Explorer when starting the install, it is likely that your IT department has blocked downloads of installation files. Please refer to them for further assistance.
If you are able to install Flash Player Now open your browser and go to the webcast page
If that doesn't solve this issue or you already have Flash Player
Please refresh by hitting the F5 key.
What Browser are you using? To see your browser version, in the browser window menu bar at the top, click Help and then select About to bring up a screen with information about the browser version you are using. Please send that to us at the address below if you are unable to solve your problem.
Q: Audio or Video Freezes or Stutters
A:
1) There could be an application running that is consuming resources on your computer or there is a lack of bandwidth at your site. If you have other applications running on your PC, such as an indexer like Google Desktop you should stop them.
2) If your antivirus application is running a scan you should cancel that.
3) If possible, disable your antivirus application.
4) Minimize network traffic within your network.
Bandwidth Test
Test of your bandwidth here: http://www.speedtest.net
If the download result is less then 1000kbps then your connection may have trouble supporting a live video feed of this nature with smooth playback, especially if it is a shared connection in an office.
Q:I have NO audio.
A: Do you hear audio from other websites? On some laptops it requires a combination of a Function key (Fn) and a second keystroke to mute or un-mute your speakers.
Clearing Your Cache:
Internet Explorer 6
STEP 1: On the Internet Explorer 6 Tools menu, click Internet Options. The Internet Options box should open to the General tab.
STEP 2: On the General tab, in the Temporary Internet Files section, click the Delete Files button. This will delete all the temporary files that are currently stored in your cache. This will not delete any of your computer data or programs.
STEP 3: Hit OK, OK
Internet Explorer 7
STEP 1: On the Internet Explorer 7 menu Select the Tools menu, click Internet Options.
STEP 2: You'll see Browsing History, Select the Delete button. Select OK
STEP 3: On the next page select Delete Temporary Files
STEP 4: Hit OK, OK
If you are certain that your network is allowing all of the requirements and all else has failed. Please save the .exe file at the Diagnostic link below. Run the file and it will open a command window from which it will run a test and automatically send information that we can use to try to diagnose your problem.
DIAGNOSTIC LINK
http://customer.llnw.com/traceput.cgi?host=icvdm.fc.llnwd.net&ticket=793274
For Registration and Login questions please contact:
registration@worldcongress.com
Video Webcast viewing Support:
support@conferencemediaonline.com