Frequently Asked Questions: Webex Troubleshooting

1. 2. 3. 4. 5. 6. 7. 8. 9. I know which test I need to take, but I cannot locate it. What should I do? Do I need a username or password to log on to the LOCS Interactive Training Center? The site is not allowing me to log on, but I know I have the right password. What should I do? Im having technical difficulties with the Webex interface. What should I do? What is the number for Webex Technical Support? How long will it take for Webex Technical Support to solve my problem? I have a Mac. Will the Webex site work for my Mac? My computers resolution of the images is not satisfactory. What can be done to improve it? The Webex player window is getting in my way. How can I hide it?

10. The recording images dont fit within the margins of my display. What can I do? 11. The pace of the test is too fast for me. How can I slow it down? 12. I cant hear the sound component of the recording. How can I fix this problem? 13. The recording keeps pausing for Buffering. Whats going on? 14. My computer crashed while I was taking my test. Has all of my work been lost? __________________________________________________

1.

I know which test I need to take, but I cannot locate it. What should I do?
All test recordings are listed in the Recorded Sessions section of the https://locs.webex.com site. To arrange the list of recorded sessions in alphabetical order, left-click on the black word Topic in the blue header bar at the top of the list. Find the link for the test you wish to take and click on that link. (Be sure that you are clicking on the correct Re-certification Test for which you are due 01, 02 etc..) If you are due

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to take the Initial Certification Test, it is located in the LOCS III Self-Administered Training (Part 4) - Certification Test recording. If you cannot find the correct recording that matches the directions sent by your sponsor, please ask your sponsors representative for clarification via an email message and copy the LOCS Training Administrator (Ms. Jennifer Chylack at jenn@chylackinc.com ) on that email. Jennifer and/or your site representative will provide you with the information you need.

2.

Do I need a username or password to log on to the LOCS Interactive Training Center?

No username or password is required for access to the recorded sessions page. To access, left click on the Recorded Sessions link located under the heading Attend a Session in the left-hand sidebar of the Training Center home page. The full list of recorded sessions will appear.

3.

The site is not allowing me to log on, but I know I have the right password. What should I do?
If you are experiencing technical difficulties with the Webex site, please contact Webex Technical Support at 1-866-229-3239. Support is available 24/7. If the difficulty persists, please contact the LOCS Training Administrator (Ms. Jennifer Chylack at jenn@chylackinc.com) and notify her of the issue. In general, if the problem you are experiencing cannot be reproduced on someone elses computer, the issue is best handled by Webex Technical Support. If, however, the issue is due to a problem with password input (passwords are case sensitive), the LOCS Training Administrator is available to provide assistance and guidance.

4.

Im having technical difficulties with the Webex interface. What should I do?
Be sure you have followed the setup instructions provided in Dr. Chylacks Introductory Letter attached to your password email. (If you need a copy of this letter, please email the LOCS Training Administrator at jenn@chylackinc.com.) If you continue to experience technical difficulties with the Webex site, please contact Webex Technical Support at 1866-229-3239 - support is available 24/7 - and notify the LOCS Training Administrator at jenn@chylackinc.com of the issue. In general if the problem you are experiencing cannot be reproduced on someone elses computer, the issue is best handled by Webex Technical Support. If, however, the issue is due to a problem with password input (passwords are case sensitive), the LOCS Training Administrator is available to provide assistance and guidance.

5.

What is the number for Webex Technical Support?

You may reach Webex Technical Support at 1-866-229-3239 - support is available 24 hours a day, 7 days a week.

6.

How long will it take for Webex Technical Support to solve my problem?
Technical Support promises a response within twenty-four hours.

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7.

I have a Mac. Will the Webex site work for my Mac?

The Webex site is capable of supporting most Mac operating systems. If you are experiencing a problem with a Mac, however, the best solution is to contact Webex Technical Support at 1-866-229-3239 - support is available 24/7 - and to notify the LOCS Training Administrator at jenn@chylackinc.com of the issue. Chylack Inc. has authorized Webex to update the site periodically in order to accommodate new versions of Mac and PC operating systems.

8.

My computers resolution of the images is not satisfactory. What can be done to improve it?
Be sure you have followed the setup instructions provided in Dr. Chylacks Introductory Letter attached to your password email. (If you need a copy of this letter, please email the LOCS Training Administrator at jenn@chylackinc.com.) Those instructions are as follows: Right click your mouse on your desktop and select "Properties". Then click the "Settings" tab. Adjust your Color Quality to "Highest 32 Bit" and Screen Resolution to 1024 by 768 pixels. After making this adjustment, click the advanced option at the bottom of that same menu. Then select the "Troubleshoot" tab. When you see a scale labeled Hardware Acceleration, adjust the level to less than one half. Then "apply" all these adjustments. Please remember that the capacity of your local server may vary, and if it is limited, your connection to the Internet may be interrupted.

9.

The Webex Player window is getting in my way. How can I hide it?
Left-click on Controls in the Webex player pop-up console. Select Settings. When the dialog box opens up, select Hide the Player Console During Playback. If you wish to see the player console again, you may use Ctrl+Alt+P to pause the recording and Ctrl+Alt+S to stop the recording.

10. The recording images dont fit within the margins of my display. What can I do?
This problem may arise from the browser version you are using. A call to Webex Technical Support will help you to update your browser to enable the full-screen recording images to fit within your display. You may reach Webex Technical Support at 1-866-229-3239 - support is available 24 hours a day, 7 days a week.

11. The pace of the test is too fast for me. How can I slow it down?
If you want to pause the recording at anytime during the session, please click on the || box in the pop-up Webex Player window. Click on that same box to resume the session.

12. I cant hear the sound component of the recording. How can I fix this problem?
This problem may be due to the Wave component of the volume settings of your computer. You can try adjusting this volume settings on your computer using the Advanced option in the Audio section of your computers operating system. If an adjustment to the Wave settings does not help, a call to Webex Technical Support is in

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order. You may reach Webex Technical Support at 1-866-229-3239 - support is available 24 hours a day, 7 days a week.

13. The recording keeps pausing for Buffering. Whats going on?
Your internet connection is not robust enough to support the Webex Player interface. You should stop the recording and try again using computer with a faster internet connection.

14. My computer crashed while I was taking my test. Has all of my work been lost?
As long as you keep track of your answers on the hard-copy test sheet, you may re-enter or re-start the recording and fast-forward to the place where you left off. The Webex site allows users to re-start a test as many times as needed.