PROBLEM: I CANNOT CONNECT TO WIMBA (Failed Wizard, Receiving Error, No Triangle appearing in Netstats, etc.)
The initial step in troubleshooting in any type of Wimba access problem is to first shut down and then restart your computer. Next, run the Wimba Setup Wizard which will verify that your computer is properly configured and prompt you to download any necessary plug-ins. A direct link to the Setup Wizard is available at: http://67.202.209.130/wizard/wizard.html.pl If you cannot pass the Wizard tests, check/look for the following:
Pop-up Blockers: These must be disabled in order to pass the wizard and access Wimba. More than one may be installed, so check various locations: Browser (IE6/IE7/Firefox/Safari all have pop-up blockers); Toolbars and Add-ons (i.e. Google/Yahoo/MSN Toolbars), and Internet Security Programs (i.e. Norton Internet Security, McAfee Internet Security and Zone Alarm, may also have pop-up blocker settings.
Receiving Error 290: Fatal Audio Library Error (while running Wizard): This error occurs most often with Windows Vista users who have a "Realtek" sound card installed which does not work properly with Wimba. As a workaround, use a USB headset/mic as it will allow you to bypass the sound card.
Firewalls: Windows XP Service Pack 2 and Vista both contain built-in firewalls and if prompted with a dialog box asking “Do you want to keep blocking this program?”, you need to choose Unblock. Much like pop-up blockers, it's possible you may have more than one firewall installed--check your program list (and/or System Tray icons) for Norton Internet Security, McAfee Internet Security, Zone Alarm, etc. Disable the firewall temporarily or click here for information on allowing access to the HorizonMedia program.
Java: Check for multiple versions of the Java Virtual Machine which may cause Wimba connection issues. Click here for more information.
Clear your Cache Files and check the Cache Settings. Click here for more information on checking/clearing the cache.
Proxy Settings: Using Automatic Proxy settings in Internet Explorer may cause prevent Wimba from connecting. Click here for information about disabling automatic proxy detection.
Web conferencing requires a great deal of memory and resources--always close down any open programs before launching Wimba. In particular, these specific programs may interfere with Wimba and should be disabled if currently running and/or removed from the Start-Up folder to prevent them from automatically starting:
Google Desktop Search
Web Accelerators (such as Juno Turbo, Google Web Accelerator, Netzero HiSpeed, Earthlink HighSpeed
Other VOIP and or Messenging Applications (such as Skype, Google Talk, Yahoo Messenger, Gizmo, Talkster, etc.)
If using IE6 or IE7, try switching to the Firefox browser, available here. Often times Firefox will resolve issues that are specific to IE, particularly when Vista is used in combination with IE7.
Scan your computer for possible viruses and/or malware. Two free programs useful for this are Adaware and Spybot Search & Destroy.
AUDIO PROBLEMS: I CANNOT HEAR OTHERS AND NO ONE CAN HEAR ME:
You may need to wait a minute or two after first entering the Wimba room in order to fully connect to the HorizonWimba server. Then, verify that you are connected by viewing the triangular 'hat' on top of the 3rd bar in the NetStats Indicator. (See examples below)
Gray Bars no "hat" No Connection
Red Bar with "hat" Connected but Poor Quality
Green with "hat" Good Connection
If you see three gray bars without a "hat" (as seen in the first box above), you are not connected and will not be able to hear or send audio/video. Click the Options Menu and select Reconnect Media to attempt to restore your connection. If that does not restore the connection, refer to the "I cannot connect to Wimba" steps shown above to resolve connection problems.
If you see a single red bar with "hat" (middle box, above), you have a poor connection and your ability to send or receive audio and video will be spotty. Some possible reasons for poor connections include:
If using a laptop with wireless connection, switch to hard wired cable connection plugged directly into router. Wireless connections do not provide a consistently strong signal. (i.e. They start out green, but drop to red, which causes audio issues.)
If using a satellite connection, download speeds are usually much faster than upload speeds. If your upload speed is too slow, you may not be able to send out an audio signal reliably. You can check both your upload and download speeds by visiting: http://www.speedtest.net/ (Flash required) Pick a nearby location for the most accurate results.
Check for possible electrical interference. Keep portable devices such as cell phones, mp3 players, etc. away from microphone.
If you see three green bars with "hat" (as seen in the 3rd box above) you have a good connection, continue troubleshooting by reviewing the steps shown below.
No one can hear me talking
While talking, make sure you are holding down the Ctrl key on the keyboard or clicking the Talk Button on the Media bar the entire time while speaking.
Check that Wimba is set to use the correct audio device: Within Wimba, click the Options menu (on Media bar) and select Audio Inputs. Make sure that the correct device has the checkmark appearing next to it (i.e. generally Headset).
It is normal not to hear your own voice through the headset, but others may be hearing you correctly, verify with other classmates that they cannot hear you.
If you can see the colored bars of the audio meter moving while in the session, check whether your headset has a separate volume control and/or mute control which may be turned to low or muted.
Double-click on the speaker icon in the bottom right corner of your screen to check the settings. Make sure all volume sliders are at or near the top and uncheck all mute boxes.
Check the connection from your speakers or headset to the computer. Make certain the plugs are inserted completely and that they are inserted into the correct jacks. If using an analog headset (not USB), most often the speaker/headphone jack is green or black, and the microphone jack is red or pink.
Ensure that your Hardware and Volume settings are correct, click here for more information.
Do not use a hand-held microphone or built in microphone found on some laptops. These can cause a lot of echo and feedback problems or garbled sound.
If audio access fails, it is possible to call in and participate in your session by phone. Just use the phone number and PIN number displayed on the start-up screen. Note: Access by phone is to a New York telephone number, so long distance charges may apply.
I cannot hear others talking
If you can see the colored bars of the audio meter moving while in the session, check whether your speakers or headset have a separate volume control and/or mute control which may be turned too low or muted.
Double-click on the speaker icon in the bottom right corner of your screen to check the settings. Make sure all volume sliders are at or near the top and uncheck all mute boxes.
Check the connection from your speakers or headset to the computer. Make certain the plugs are inserted completely and that they are inserted into the correct jacks. If using an analog headset (not USB), most often the speaker/headphone jack is green or black, and the microphone jack is red or pink.
Ensure that your Hardware and Volume settings are correct, click here for more information.
If audio access fails, it is possible to call in and participate in your session by phone. Just use the phone number and PIN number displayed on the start-up screen. Note: Access by phone is to a New York telephone number, so long distance charges may apply.
