Customer Support
How do I get a trial account that lasts more than 30 minutes?
When you setup a trial account, it will be valid for 14 days, but each session that you create will expire in 30 minutes. If you need more time to evaluate send us an email at sales@shareonweb.com from your corporate email account with a contact phone number. We will extend your trial period.
How can I reach customer support?
Call our support hotline at 904.636.6374 and speak live with us or e-mail support@shareonweb.com .
How go I get training?
We provide collaboration consulting and onsite training for a fee. Free online web-based training is provided regularly. For training schedule see http://www.shareonweb.com/events.htm . For more information contact us at support@shareonweb.com .
I forgot my username and password?
Send us an e-mail at support@shareonweb.com from your primary email address with your full name, and we should be able to find your username, reset your password and email it to you. If your primary email does not match the email address in our database, we will not be able to send you the username and password.
How can I add or deactivate moderators on my companies account?
Email your dedicated account manager the necessary moderator information or contact the account
management team at info@XL Conference.com .
Starting a Web Conference session
How do I begin a reservationless conference?
Simply dial the toll-free number provided on your conferencing card and enter the conference ID and PIN when
prompted.
How to participants join my conference?
Distribute the same toll-free number and conference ID to your meeting participants. If you have not yet
entered your PIN, participants will be placed on hold until you arrive.
Do I need a reservation to begin a conference call?
No. Your moderator account is available to you at any time without advanced notice or scheduling.
Are there any set up charges?
Since no reservations are required for Reservationless Conferencing, there are no cancellation fees. You pay
only for what you use.
Do I need a new conference ID and PIN every time I start a new conference?
No. Once you have signed up and received your conference ID and PIN, they remain the same every time you
start a conference.
Technical Issues
What are the technical requirements to use ShareOnWeb?
A computer running web browser Firefox 1.0 or higher or IE5.5 or higher. The web browser must have Macromedia Flash 7.0 plugin.
If you wish to broadcast, then you need a USB Webcam, or any digital camera that can do USB Streaming. If the camera does not have a built in microphone, then you need an external microphone. We strongly suggest NOT using external speakers, instead use headset or earphones. This will eliminate feedback of audio from the speaker to the microphone.
My Web Conference window closes after I click on Join Session or Create Session
This is caused by pop-up blockers. You may disable the pop-up blocker temporarily by pressing CTRL and clicking on Join/Create session button. If this does not work, disable IE6 pop-up blocker from Tools menu, and any other pop-up blockers from AOL, Google or Yahoo toolbars.
I am unable to get a feed from my USB camera, it is not displaying video.
a) Make sure camera is plugged in and powered
b) Make sure camera drivers have been installed and the camera works with other IM softwares like AOL/MSN/Yahoo messenger
c) Make sure the correct camera is selected for web conference. To check this go to Tools menu in the Web conference window and choose Settings -> Camera. In the Camera pull down make sure the correct camera is selected.
I am unable to get an audio feed from my microphone.
a) Make sure microphone is plugged in and powered
b) Make sure microphone drivers have been installed and the microphone works. In Windows you may check by going to: Start -> Programs -> Accessories -> Entertainment -> Sound Recorder. In this program check if the computer is able to pickup audio from the microphone
c) Make sure the correct microphone is selected for web conference. To check this go to Tools menu in the Web conference window and choose Settings -> Microphone. In the microphone pull down make sure the correct microphone is selected.
How do I replay the recorded video/audio?
Web Conference Archives application in the web portal lists all the recorded sessions. This includes video/audio, chat, Flipchart, presentations, personal notes, and synchronized video/audio and presentations.
