Dbriefs U: Technical Support

Having trouble viewing webcasts? Please review the following minimum requirements and frequently asked technical questions. For further assistance, contact Dbriefs U Technical Support at dbriefsu@deloitte.com.

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Minimum Technical Requirements

Hardward and Operating System

200 MHz or faster
64 MB RAM minimum/128 MB recommended
16 bit sound card
65,000 (16 bit) color video display card
Windows 2000/Windows XP
Mac OS X 10.4

If you are using one of the following operating systems: Windows 95, Windows 98, or Unix, you may experience difficulty in viewing and/or listening to the event.

If you are using a Mac, you must download load the Mozilla Firefox browser and update your Real Audio media player to view the webcast.

Media Player
In order to access the event, you must have one of the following streaming media players and versions installed on your computer:

Microsoft Windows Player 9
RealNetworks Real Player 10 and RealOne

Click on the icon below to download the appropriate media player.

Internet Browser
In order to access the event, you must have either Microsoft Internet Explorer 6.0 or Mozilla Firefox 1.5 browser for Windows operating systems. For accessing events via Mac operating systems you must have Mozilla Firefox 1.5.

Internet Connection
Before you access the event, you should ensure that your browser is configured to stream media. You will need a minimum Internet connection of 28.8Kbps; a 56Kbps connection is recommended.

Cookies and JavaScript
In order to access the event, 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"

Temporarily disabling the pop-up blocker:

Open an Internet Explorer window.
Click on "Tools" -
Scroll down to "Pop-up blocker"
Select "Turn off pop-up blocker" from its menu.

We recommend that you turn your pop up blockers back on at the end of the webcast. You can do so by following the steps above and choosing "Turn on pop-up blocker". If you can't temporarily disable your pop-up blocker, please add event.on24.com to your list of allowed sites.

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Technical FAQ

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

The webcast does not fit on my screen.
Make sure your screen is set to the proper resolution of 1024x768 by following these steps:

Right click on your desktop and select Properties
A Display Properties window will appear. Click on the Settings tab
On the lower left side of the window is a sliding scale. Move the scale to a resolution setting of 1024x768, then click "Apply" and "OK"

If you still can't view the entire screen.

Auto-hide the start menu:

Right click on some open space on the taskbar (where the start button lies) at the bottom of the screen.
Select properties.
Check the box for auto-hide and click okay.
Login to the webcast.

We recommend that you make the start menu viewable at the end of the webcast. You can do so by following the steps above and un-checking Auto-hide the taskbar.

I can hear but I am stuck on the first slide.
Press F5, if you are still stuck on the first slide, please send dbriefsu@deloitte.com a screen shot of your webcast console.

To capture a screen shot:

Pressing the ALT and PRT-Sc keys simultaneously.
Paste the screen shot in the email

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"

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.

Can I access the webcast from a different computer than the one from which I registered?
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.

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.

The media player automatically stops or it continually stops and rebuffers.
Log out of the webcast, clear your cache and then log back in.

To Clear your Cache, follow these steps:
1. Within Internet Explorer, go to the Tools Menu
2. Select Internet Options
3. Select the General tab
4. Within the Temporary Internet Files section, click Delete Files
5. In the next pop up window, check the Delete All Offline Content
6. Click OK
7. Once the pop up window has closed, click OK in the Internet Options window
8. Close all browsers
9. Click on the "Join Webcast" link from your confirmation email to log back into 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.

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 dbriefsu@deloitte.com.

To capture a screen shot:

Pressing the ALT and PRT-Sc keys simultaneously.
Paste the screen shot in the email.

Pressing the "Launch Presentation" button doesn't do anything.
Pop-up blocking software (like Adaware or SpywareBlaster) might obstruct the presentation console from opening. Please add event.on24.com to your list of allowed sites. You may also 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.

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.

If 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.

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.

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.

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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