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Welcome to the troubleshooting page for the Virtual Job Fairs, we will try to help you solve any problems with your connection and with your utilisation of the interactive features on the webpage.
Please, remember that the Virtual Job Fair is a rich internet application that is designed to deliver the same features and functions that would normally be associated with desktop applications. Therefore, it is possible that this application needs more resources and memory from your computer; you can close other applications to facilitate the functioning of the virtual fair.

Configuring the Webcam:

1. Connect the camera to your computer
2. Make sure the computer recognizes the camera. You can check by going to the "My Computer" page in Windows or the "Finder" window in OSX and seeing what devices are plugged in.
3. Login to the VideoChat URL provided in your content manager, and enter with the GUEST login and password.
4. When the broadcaster console opens for the first time, it asks you if want to "Allow" or "Deny" Camera and Microphone access. Select "Allow".


Important
(If at any point you click "Deny", then the window will never show up again. When this occurs, you will have to reset it. To reset it: right click on the video area, click "Settings", and select "Allow" and close.)

1. In the broadcaster console related tab, select your camera from the Video Sources tab, in its drop down menu. If it is an embedded webcam then it will appear as "USB Video Class Video". If it is a plugged in DV Camera then it will appear as "DV Video".
2. Your video should appear in the Stream Window, now.

   MAC USERS: Does the videochats work with iSight for Mac?

   Yes, however Adobe Flash does not detect per default your iSight camera. To change to your iSight, on the stream monitor box hold down CTRL and click. Select Settings and click the webcam icon. Under the Camera section select USB Video Class Video. Click Close. You should now see your stream on the server monitor.

1. Try updating Adobe Flash: http://www.adobe.com/products/flashplayer/ o After updating Flash, restart your computer

   It may be possible that you are behind a firewall that has blocked off the necessary ports that allow the VideoChat and virtual fair to connect. You want to check whether the standard ports for video streaming and chat are blocked.

   They are port number 80 for video streaming and port number 843 or 443 for IRC written chat. Here you can find some generic information on how to open the ports:

   • http://support.microsoft.com/kb/308127 (PC)
   • http://homepage.mac.com/car1son/static_port_fwd_firewall.html (Mac)

Exactly how all this is done depends on your firewall, consult your documentation and our firewall FAQ

2. Please make sure you have installed ALL of the drivers for your camera

 

Configuring Sound

Plug in your audio device prior to opening the Videochat broadcaster window.

Select your audio device from the broacaster window drop down menu.

1. If you have a mic plugged into the input on your computer or laptop then select "Built-in Input".
2. If you want to use the embedded webcam mic then select "Built-in Microphone".
3. If you see neither "Built-In Microphone" nor "Built-In Input", most likely your audio device will be listed as your sound card. If so, select your listed sound card.
4. Because of a Flash issue, DV camera audio is not detected, if you want to use the audio from a DV camera then you need to connect it to your laptop via a cable connection.

Make sure your computer microphone is set to on through your computer's system preferences.

Potencial Causes

* Insufficient Internet bandwidth: It is possible that the upload speed of your Internet connection is too slow.
Check your internet connection at www.speedtest.net
We recommend an upload speed minimum of 320 Kbps. 400 Kbps is preferred.

* Insufficient CPU: Ensure additional programs are not running in the background or accessing the Internet (ie Itunes, Skype, etc). Your stream can become choppy if your CPU usage is so high that it causes your computer to slow down. This can affect both the broadcaster stream quality and viewer stream quality.

• Close all other programs: By closing other programs running on your computer (Itunes, Skype…), you will free up CPU and help your computer run faster.

Beyond, internet connection and video and audio levels, the key to a good quality stream is pretty simple, the same fundamentals of any video experience.

1. Make sure you have GOOD lighting. This is one of the most important factors in stream quality.
2. Make sure you have a GOOD camera. The better quality the camera, the better the stream.
3. Make sure you close all other programs on your computer. Computers bogged down running other programs can cause your stream to be lower quality.

Potencial Causes

* Firewall Issues: It may be possible that you are behind a firewall that has blocked off the necessary ports that allow our application to connect.

* Flash: It may be possible that you do not have the most updated version of Flash or your Flash has been corrupted

* Open Firewalls: You want to check whether the standard ports for video streaming and chat are blocked.

They are port number 80 for video streaming and port number 843 or 443 for IRC written chat. Here you can find some generic information on how to open the ports:

1. http://support.microsoft.com/kb/308127 (PC)
2. http://homepage.mac.com/car1son/static_port_fwd_firewall.html (Mac)

Exactly how all this is done depends on your firewall, consult your documentation and our firewall FAQ

* Update Flash: http://www.adobe.com/products/flashplayer/

There are known issues between Adobe Flash and certain cameras (like some DV cameras). To get around this, we recommend you use either Camtwist or Webcammax as they are more stable with Adobe Flash.
You would have one of these programs detect your camera, then from your broadcast panel go to advance settings, then select Camtwist or Webcammax. This should eliminate the crashing problems.

There is a reported issue with Internet Explorer, where the session gets stucked in your computer, and you are being recognised by the application as a logged user to both the videochat or written chat, while you are not.

1. Close all the open windows of your internet explorer browser
2. Open again one browser window and go to the page of either the Virtual fair or the content manager. Once the page is loaded, click simultaneously on CTRL+F5 to force a page refresh.
3. Enter your login normally.

The required ports in order to have this service working are 80 and either 443 or 843 (both TCP and UDP). Connection with the chat server (chat.imaste-ips.com) must be allowed through these ports and there must not be a IRC (Internet Relay Chat) protocol filter, since
this is the protocol used for communication.

Both 80 and 443 ports should be open by default in your computer or network, but if you're
behind some corporative network, environment can be more restrictive.

When your computer connects with 443 (or 843) port we send a privacy policy file and we receive a similar file back. This behaviour is required for written chat.

Communication for this service doesn't use HTTP protocol. If you are behind an HTTP proxy, you'll be able to receive the application and its content, but this doesn't guarantee proper written chat working.

If you can view Virtual Job Fair page but the lower chat bar is disabled, there can be two common issues: either you are already connected using another browser or your network doesn't allow you to access to the chat server.

First case happens only at login. Since your login is unique and identifies you univocally, we don't allow two users to log in at the same time with the same nickname. Close the other windows where you are logged in and reload the page.

Second case requires more complex solutions:

First, please make sure that standard ports required for written chat are not closed on your computer. These ports are 80 and 443 (or 843 if 443 is not available).

Here you can find some information about port opening but we advise you to ask for help to your IT department:

1. http://support.microsoft.com/kb/308127 (PC)
2. http://homepage.mac.com/car1son/static_port_fwd_firewall.html (Mac)

The specific way to proceed depends on your firewall and the corporative network. Ask for help to your IT department, documentation and FAQs for your firewall.

443 port is the default HTTPS port and should be enabled by default. For more information: http://www.grc.com/port_443.htm

This port can be disabled by some firewall software (like ZoneAlarm or Norton Internet Security) or perhaps your Internet access is done through a router with a firewall. If you have no firewall installed, this port is open by default.

Keep in mind also that you need an Internet connecion if you want to work with the application. If you work with the application in cache, you'll be able to navigate through the Virtual Job Fair but you won't be able to connect with any server beyond your computer.

If none of the described solutions works, please call our Customer Service Centre at 0034 915360503. We'll give you specific help for your problem.

If this issue happens few times, don't worry. It can happen that the connection between client and server get lost, it's a common network problem. Make sure you have installed the latest Windows version and the latest patches installed, so you'll enhance overall system stability.

Some error after initial connection happened. It's not usual. Just refresh the page (CTRL+F5); this should be enough.

There is a known issue regarding some system configuration and Internet Explorer versions, that makes the session is recorded in your computer even you are connected no longer. This makes the application recognize your user and makes it believe that you are logged in, when you are not.

1. Close all the Internet Explorer open windows.
   Open again a browser window and go to the Virtual Job Fair page or the backend. Once it loads the page, refresh the page (CTRL+F5). It will update the cache.
   Enter your user and password as usual.

It's a very unusual issue. Some error happened during the connection process and some of the following operations won't properly work. Refresh the page (CTRL+F5); it probably will work.

Another explanation could be a temporary service collapse, something unusual and very bad news for our IT team.

Programs using port 443

Skype and other programs sometimes use port 443 thus preventing you from using it so either close Skype and then connect to the virtual jobfair and then start Skype again (it will then use a different port).

A firewall is a piece of hardware or software that prevents data packets from either entering or leaving a network. To control the flow of traffic, numbered ports in the firewall are either opened or closed to specific types of packets. The firewall reviews two pieces of information in each arriving or departing packet: the protocol through which the packet is being delivered and the port number to which it is being sent. If the firewall is configured to accept the specified protocol through the targeted port, the packet is allowed through.

If you share or firewall your internet connection, such as sharing a DSL/cable connection among multiple PCs, or connecting through a proxy/hub/router, or running a software firewall program (including the one built into Windows XP), you should consult our firewall FAQ. In brief, here are your options:

1. Windows XP has a built-in Internet Connection Firewall (ICF). See Microsoft's help page for how to disable it. If you want to keep ICF on, you'll have to modify it, see the next section.
   For any connection problem with the written chat, you will need to open TCP and UDP incoming and outcoming traffic for ports 80 and 443 (or 843), for domain chat.imaste-ips.com. Exactly how all this is done depends on your firewall, consult your documentation and our firewall FAQ.

Browser Configuration for the virtual jobfair

How do I configure Internet Explorer 6?

1. Click on Tools (on the IE 6 toolbar) -> select Internet Options
2. Select Internet Options and click the Security tab.
3. Select Internet as Web Content Zone
4. Click on the Default Level button.
5. Click OK.
6. Click the Refresh icon on the toolbar and return the event.

If this solution isn't working or isn't suitable for some reason try the next:

1. Click on Tools -> select Internet Options and click the Security tab
2. Click on the Custom Level button
3. Configure the categories by following the directions below
4. Active X Controls and Plug-ins - Enable Download signed ActiveX, Run ActiveX controls and plug-ins, and Script ActiveX controls marked safe for scripting.
   1. Downloads - Enable File Download
   2. Miscellaneous - Set Software Channel to Medium
   3. Scripting - Enable all options in this category
   4. Click OK
5. Click the Privacy tab
6. Click 'Default' and make sure that the slider is set to Medium
7. Click the Advanced tab
8. Locate the Browsing category and check Disable script debugging
9. Uncheck the following options:
   1. Configure the categories by following the directions below:
   2. Display a notification about every script error
   3. Reuse windows for launching shortcuts
10. Click Apply
11. Select the General tab
    1. Click the Settings button (located in the Temporary Internet Files category)
    2. Click the option marked Every visit to the page
    3. Click OK
    4. Click the Delete Files button (located in the Temporary Internet Files category.)
    5. Click OK to go ahead with the Temporary File deletion (this clears your browser's "cache" of stored files.)
12. Click OK to close the Options window and return to your browser
13. Click the Refresh icon on the toolbar and return to the event

 

How do I configure Firefox?

1. Open the Tools menu located on your Firefox toolbar
2. Select Options & select the Privacy category and do the following:
   1. Open the Cookies menu by clicking the plus next to it
   2. Check the box next to Enable cookies
3. Select the Web Features category and do the following:
   1. Check the boxes next to Enable Java and Enable JavaScript
   2. Click on the Advanced button and make sure all the boxes are checked
4. Click OK
5. Click the Reload button/icon on the toolbar and return to the event

required software

Web Browsers:

1. Internet Explorer 7 or higher
2. Firefox 2.0 or higher
3. Safari 3
4. Chrome 3
5. (any other web browsers late versions should work as well)

 

required system

1. Minimum: Pentium III, 667 MHZ. 512 MB RAM. ReSolution 1024 x 768
2. Suggested: Pentium IV, 2.66 MHZ. 1 GB RAM. ReSolution 1280 x 1024

 

Adobe Flash Player version

1. Flash Player version 9.0.115 or the most recent versión: almost 85% of the computers are already equipped with this version.
2. Is not necessary any other software or plugin for the good performance of Virtual Job Fair

 

Peripheral devices

1. Webcam for the video chats
2. Sound Card: The drivers must to work with the headphones, microphone and speakers

 

Bandwidth

1. For to use correctly the Audio and multimedia functions, we recomend you a broadband like ADSL or similar
2. broadband minimum: 1 MB. Suggested: 4 MB.

Although it is not recommended, the Fair technically supports a connection of smaller speed. Nevertheless, you can have difficulties in the Fair load, the multimedia zones or, simply, connecting to the server.

 

Port requirements

Network requirements - Firewalls - Security

Front-end Users:

For the video-webinars and written IM chats these ports need to be accessible, and you need to undertake the needed adjustments in your own systems to benefit from the whole functionality of the Virtual Fair:

1. Port 1935 for both TCP/UDP (flash media server), for host videochat.imaste-ips.com (Which is a standard port)
2. Port 80 for IRC chat (6667 might be used too) for host chat.imaste-ips.com
3. Port 843 (or 443) for the IRC socket privacy policy (Adobe has asked IANA to standardise this port)
4. Bidirectional connection to the standard ports 80 (HTTP) and 8080 (for web services)
5. You will also need to ensure that your firewall, proxy or antivirus is not blocking those ports nor the IRC protocol.

Back-end Corporate Users:

The virtual fair platform includes an optional connection tunnel, which allows corporate users to use the written chat tool without complying with the Front-end user open port requirements stated above. This tunnel must be activated for all the corporate users in a specific virtual event.

For the webinars you will need to open this port:

1. Port 1935 for both TCP/UDP (flash media server) for host videochat.imaste-ips.com. (Which is a standard port)

There are nevertheless some connection requirements that must be followed in any case:

1. Proxy web servers: you will need to ensure that your corporate proxy is not blocking the client web navigation due to security, performance or identity credential issues.
2. We have experienced that the written chat tool could experience functioning issues if you have a transparent network proxy combined with a NAT proxy (network address translation), so that connections are routed within the proxy without an external client set-up.
3. Ensure that your network administrator has not set up a very restrictive connection policy that might affect the written chat tool. Contact us if this might be the case.
4. Corporate firewalls or antivirus software could act as a connection filter and control the communication flow between the networks, blocking the connection and causing written chat issues.
5. Please note that a sudden network failure (micro-cuts) caused by various external reasons, could also affect the written chat connections.

Video Chat

Written Chat