Frequently Asked Questions
Q. Getting Started?
Call us today at 1-800-896-1204 option 3. We are available 24 hours a day, 7 days a week to reserve and conduct Events. When making your reservation, please be prepared to provide:
- Scheduler’s name and phone number
- Moderator(s) name and phone number(s)
- Date/Time/Time Zone of event
- Number of participants
- Estimated duration of event
- Billing code, reference number, name of event
- Application (Training, Employee Meeting, IR, etc.)
- Additional Event Web services required
Once the reservation has been confirmed, you’ll receive an email confirmation including all applicable access information, dial in numbers and web links.
Q. Telephone problems?
A. If you have already dialed into the telephone conference and are connected to the conference, please dial * followed by 0 on your telephone touch-tone keypad for assistance.
Please note that our operators will not be able to answer any questions linked to the content or the general organization of the conference.
Q. Web Meeting problems?
A. It is more than likely that there is a quick and easy solution to your problem. So in order to diagnose the issue(s) you are experiencing please start by reading through the following list of our frequently asked questions. If a topic correctly describes your problem, read through the quick help and follow the suggestions provided.
Q. The URL or link that you have is not working?
A. If the link that you have been provided is not working, for example if you get an error message stating “The session you have requested could not be found in our database. Please check the URL and try again” or if you get a 404 error message, then it is more then likely that the URL is incomplete. If the link was sent to you in an email it may have been truncated by your email program’s word-wrapping functionality. Please make sure your link is not split onto two lines nor has any empty spaces. If clicking on the link directly from within the email does not work, try to copy and paste it into your browsers address field making sure to copy and paste the whole url – you may have to do this in two or three steps.
Q. Your event/conference requires registration, but you are unable to register?
Q. What is my username and password?
A. If you are behind a firewall, your network may require a user ID and password in order to access the Internet or you may have to reconfigure your proxy settings to access this event, please check with your network administrator. Some events have restricted access and require a password, this will be in form of an extra field on the registration page. Please check your invitation or contact the hosting organization in order to get the password.
Q. You are not able to open up / launch the presentation?
A. If when you click on the registration or submit button nothing happens, please check to make sure that you have selected one of the attendance options available to you (windows media player, real player or teleconference slides) and try again. Most of our presentations are launched in a browser pop-up so you need to make sure that any pop-up blockers that you have on your computer are switched off. If you are unsure how to do this try pressing the “Ctrl” key on your keypad whilst – i.e. at the same time as – you click on the registration or submit button.
Q. You are inside the Webcast player console and the slides are not advancing or are out of synch with the audio – i.e. the slides do not seem to be changing at the right time?
A. It could be that for the event in question that there is just one single holding slide or that the speaker has not yet started to push through his presentation. If you have dialed into the audio telephone conference call and seem to be receiving the slide changes late compared to the speaker speech then try closing down the player console and re-joining selecting the conference call option in order to re-join the Web presentation. If you are sure that you are not receiving the slides that the speaker is referring to and that you have joined the correct participant option then try the following. To get the slides working again, you can either try to clear your browsers cache or you can try to re-fresh / re-launch the presentation console.
Q. You have chosen Real Player or Windows Media to listen / view the Webcast presentation and are experiencing problems receiving the audio and or video?
A. The first thing to be sure of is that you do have installed on your computer the media player plugin in question. More often than not you will have the Windows Media player installed, as this is now standard with all recent computers that run on Microsoft Windows software. So close down the player console and try re-joining making sure to select the Windows Media option. If you are sure that you do have the correct player plugins installed, if you have already listened or watched live streaming Webcasts before then this is more than likely the case, then there could be a number of reasons for the streaming audio/video problems.
Q. The webcast link says that the “event is not currently available”?
A. There may be several reasons for this, including that the event has not yet started or that the archived event have expired.
Q. The download presentation is not working?
A. A simple reason for this could be that the download presentation functionality has been disabled, this is done when the presenters do not wish to let participants download copies of the slides. If this is the case you’ll need to contact the hosting organization of the event directly. Also note that the slides pdf file can be quite heavy and take a while to download especially if your Internet connection is not that fast, so please make sure that you wait a few minutes. Lastly you will need Adobe Acrobat to view the downloaded presentation.
If the above steps have not helped you resolve your problem or if you require further assistance, please contact Globe Customer Service at CS@Globeconferencing.com