How to troubleshoot the Enterprise Webcast (Interwise) Participant
The current version of the Interwise Participant is 5.0. If you cannot connect to a PeopleSoft Enterprise Webcast, verify the following in the order below:
After following all of the steps listed above, if the Participant still cannot connect or cannot retrieve content or video, log a NorthStar ticket or contact Technical Support Operations for assistance.
Verify that the Interwise Participant is installed
There are two ways to verify that the Interwise Participant is installed:
From the Start menu:
Press the Start button.
Select Programs from the pop up list.
Click the Interwise folder from the drop down list and confirm that the following options appear:
Interwise Participant
Interwise Participant Options
Push Client
From Windows Explorer:
Open Windows Explorer.
Navigate to C:\Interwise and confirm that the Student folder exists.
The Student folder may be located in C:\Apps\Interwise if it is not in C:\Interwise.
After you have verified that the Participant is installed, proceed to the next step - ensuring that the Participant is registered to the Enterprise Webcast Communications Center. See Verify that the Participant is registered to the ICC below for more information.
If the Participant is not installed, see Install Interwise Participant below for detailed installation instructions.
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Installation of the Interwise Participant software is comprised of three steps - a system check, the software installation and testing the software:
Go to the Enterprise Webcast Enterprise Communication Platform.
For additional information, see Eureka! document 16181 - How to access the PeopleSoft Enterprise Webcast Enterprise Communication Platform.
Click the Getting Ready link in the left hand navigation panel.
Click the Setup button. If a Security Warning window appears asking you to trust content from InstallShield Software Corporation, click Yes.
Click the Enter Demo button.
Click the radio button next to Interwise Participant Application installed on my computer, then click OK.
The demo of the Interwise Participant will begin. If it does not begin or if an error message displays, log a NorthStar ticket or contact Technical Support Operations for assistance.
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Verify that the Participant is registered to the ICC
To verify that the Participant is registered to the Enterprise Webcast Communications Center (ICC), follow the steps below:
Click the Start button.
Select P rograms from the pop up list.
Click the Interwise folder from the drop down list and select Interwise Participant Options from the next drop down list.
ICCs tab:
If any of the fields are filled in and the Client ID is a number other than 0, the Participant has successfully registered to the ICC. Try to connect on a different port. You do not need to try to find a path to the Internet.
If information appears in the fields, but the Client ID is 0, do the following:
Click the Remove button to clear the registration.
A pop up box will appear that says, "You are about to delete the last Communications Center defined in the Windows Registry. Do you wish to continue?" Click Y es.
Right click on the Push Client icon (yellow and green icon with a lower case "i") located in the system tray in the bottom right hand corner of the screen.
Select Register to Communications Center from the pop up list and enter the following:
URL for the ICC: http://webcast.peoplesoft.com/psft2
For the User ID, enter the following:
Employees - Five digit Employee ID.
Contractors - Short name. The short name consists of C1 followed by the first initial of the first name and first five letters of the last name. Example: Wonder Woman's short name would be C1WWoman.
Password: If you cannot remember the password, go to http://webcast.peoplesoft.com/psft2 and click the Forgot Your Password? link. Enter the e-mail address and a new password will be emailed to you.
Click OK. A window will appear that says "Registration to Interwise Communications Center (ICC) completed successfully," if the Participant was able to register.
If nothing appears in the ICC URL/IP field, make sure the Participant can find a path to the Internet. See Verify that the Participant can find a path to the Internet below for more information.
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Verify that the Participant can find a path to the Internet
To verify that the Participant can find a path to the Internet, follow the steps below:
For PeopleSoft machines:
Press the Start button.
Select Programs from the pop up list.
Click the Interwise folder from the drop down list and select Interwise Participant Options from the next drop down list.
Click the Browser tab and click the radio button next to Internet Explorer.
Click the Tunnel tab and click the radio button next to None.
Click OK.
Leave the Interwise Participant Options window open.
Non-PeopleSoft machines on a customer's or partner's network:
Open Internet Explorer.
Click the Tools button and select Internet Options from the drop down list.
Click the Connections tab and click the LAN Settings button.
If any box is checked, a proxy server is being used.
If Use a proxy server is selected, go back to the open Interwise Participant Options window.
If another option is selected, contact the Help Desk for the company that owns the machine to obtain the address and port of the local Internet proxy.
Click the radio button next to Manual Proxy Settings. Copy the address and port information from the browser and paste it into the Address and Port windows for the manual proxy settings.
Click OK and the Interwise Participant Options window will close.
Close the Internet Options window in the browser.
Retest the connection by going to http://webcast.peoplesoft.com/psft2/portal/welcome, the Welcome Portal.
If the Participant does not connect to a live class, try to connect on a different port. See Connect using a different port below for more information.
If the Participant does connect to a live class, verify that you can receive content. See Verify that you can receive content below for more information.
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Connect using a different port
If the Participant fails to connect to a live session, follow the steps below to connect on a different port.
Press the Start button.
Select Programs from the pop up list.
Click the Interwise folder from the drop down list and select Interwise Participant from the next drop down list.
Press the Shift+Alt+F12 keys simultaneously.
Select Manual Connect from the drop down list.
Change the port number from 80 to 443 or 7778.
Click OK.
If the Participant continues to fail to connect after you have tried alternate ports, log a NorthStar ticket or contact Technical Support Operations for assistance.
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Verify that you can receive content
If you can see slide content and application sharing after logging into the PeopleSoft Enterprise Webcast from your own Participant, verify that you can receive audio. See Verify that you can receive audio below for more information.
If you cannot see slide content, verify that a yellow and green icon with a lower case "i" appears in the system tray in the bottom right hand corner of the screen.
If the Icon appears: Right click on the icon and select Download Status from the pop up list. One of the following statuses will appear:
A file is currently being downloaded: Wait for the download to complete. If no content is visible after the download completes, close the Participant and join the live session again so the compressed content can expand.
A file is not currently being downloaded: Select Main from the Interwise Push Client menu. Select Connect from the drop down list and enter the appropriate information to connect.
Sleeping: The Participant may have already received the content. Close the Participant and join the live session again so the compressed content can expand.
Waiting: Close the Participant and join the live session again. The Participant made the connection, but the path was not passed to the Push Client on the first connection.
Downloading: Wait for the download to complete. If no content is visible after the download completes, close the Participant and join the live session again so the compressed content can expand. The icon is two blue arrows making a circle.
Logon Failure: Close the Participant and join the live session again. The Participant made the connection, but the path was not passed to the Push Client on the first connection. If the error continues, log a NorthStar ticket or contact Technical Support Operations for assistance.
If the icon appears as a green check mark, content has been successfully received. If the icon appears as a red "x", there was a problem receiving content. Please exit and rejoin to attempt the download again.
Icon does not appear: Does a two-tone gray icon with a lower case "i" appear in the system tray instead?
Yes: Close the Participant and join the live session again. The Participant made the connection, but the path was not passed to the Push Client on the first connection.
No: Start the Push Client by selecting Start, then Programs and clicking the Interwise folder. If the icon still does not appear, the user account currently logged into the computer does not have the correct local administrative rights for the Push Client to work. Close the Participant and log into a machine that has administrative rights.
Application sharing will not work: If application sharing works after minimizing the Participant, then maximizing it again to refresh the application sharing screen, verify you can receive audio (see Verify that you can receive audio below). If application sharing still does not work:
If the moderator is correctly sharing an application that is currently visible, log a NorthStar ticket or contact Technical Support Operations for assistance. If the moderator minimizes the focused application, all Participants will see a gray screen.
Confirm that your bandwidth is greater than 36 Kbps. Lower bandwidth will delay the reception.
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Verify that you can receive audio
If you are not hearing audio when appropriate, verify that the computer can play sounds, then try the following:
Indicate Voice In on the top right corner when the moderator is speaking.
Raise the volume slider control for the speaker icon in the toolbar located on the left in the Participant until sound can be heard.
Raise the volume controls located on the computer itself.
Check for a proper connection to the appropriate audio output connector if external speakers or headphones are being used.
Double click on the speaker icon located in the system tray on the computer. Raise both the wav output and master volume.
Select Tools from the menu bar and select Audio Setup from the drop down menu to temporarily disconnect from the iMeeting. Follow the instructions for the Audio Setup Wizard. When complete, rejoin the meeting.
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Created by the PeopleSoft Knowledge Management Team.
Copyright © 2004
All rights reserved.
Created: dcb 05/10/2002
Revised: jw 10/15/2004
Reviewed: 10/05/2004