FAQs - Support Related

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Below are the FAQs for the Proclaim Messenger solution.



Requirements

  1. What are the requirements to use Proclaim Messenger?
  2. What is the URL to log into Proclaim Messenger?
  3. What does it take for attendees to be seen and/or heard in a live meeting with Proclaim Messenger?
  4. What special requirements are there for users outside of the U.S.?

Video / Audio Issues

  1. Why isn't my video showing up?
  2. Why can't I record a message?
  3. Why is my video and audio choppy?
  4. Why does my video jump during playback and lose the audio at the end of the recording?
  5. Why does my video flicker and my video turn upside down?
  6. Why does my video hang when uploading?
  7. Why doesn't my roll in video work?
  8. What are the maximum dimensions of a video to be rolled into the slide content portion of the screen?
  9. Why do I hear an echo when playing a video in the content area?
  10. Is my microphone live when playing a video in the content area?
  11. What does Proclaim Messenger automatically detect in terms of my system's sound capabilities?
  12. Why does it continue to just say “connecting” in the video window when I try to promote a participant during a live Proclaim Messenger meeting?
  13. In the live function of Proclaim Messenger, why does the picture of the demoted speaker still stay in the video window?

Slide Issues

  1. Why do my slides hang when uploading?
  2. Why do my slides have the wrong color in the backgrounds?
  3. Why do my slides look weird and out of proportion after I upload them into Proclaim Messenger?

Email Issues

  1. Why doesn't it work properly when I click the email link in Proclaim Messenger?

Install Issues

  1. Why won't my desktop launcher install?

Product Use Issues

  1. Why doesn't my Proclaim Messenger portal work sometimes?
  2. How do I attach a video to the message?
  3. How come I can't see the full participant message in a live meeting?

  


Requirements

  1. What are the requirements to use Proclaim Messenger?

    We recommend the below requirements to run and view Proclaim Messenger:

    • Internet Connection:

    • A hard-line Internet connection is recommended for both the Proclaim Messenger Presenter & Attendees, as well as a viewer of a Proclaim Messenger video archive. Wireless can perform very well, but bandwidth can be more likely to fluctuate than a hard-line connection.

    • Software:

    • Proclaim Messenger requires Adobe Flash Player 8 or higher:
      Download Adobe Flash Player

    • Internet Browser:

    • Internet Explorer is preferred.

    • Bandwidth for Recording / Watching a Message:
      • Audio Only with Slides: 120 kbs minimum
      • Video with Slides: 384 kbs minimum
      • Video with Slides & Roll-In Video: 512 kbs minimum

    • Bandwidth for Presenting / Participating at a Live Meeting:
      • Audio Only with Slides: 120-150 kbs minimum
      • One Video Window with Slides: 256 kbs minimum
      • Two Video Windows, Slides & Roll-in Video: 512 kbs minimum

    • Ports open and IPs for Presenting / Participating at a Live Meeting and Recording a Message:

    • Requires one of these ports open:
      • RTMP on Port 1935 (preferred)
      • RTMP on Port 80
      • RTMP on Port 443
      • RTMPT (HTTP) on Port 80

      To the following IP's:
      • 174.129.20.175 and 208.42.68.16/28

    • Ports open and IPs for Watching a Recorded Message:

    • Requires this port open for this IP:
      • Proclaim Messenger uses progressive down load and requires port 80 open for IP 208.42.68.16/28

      For larger events, the below servers may also be used:
      • North America:  208.42.68.16/28, 69.28.128.0/18, 68.142.64.0/18, 208.111.128.0/18, 69.164.0.0/18
      • Europe:  87.248.192.0/19, 95.140.224.0/20
      • Asia:  203.77.184.0/21 (HKG & TYO), 117.121.248.0/21 (SIN & SYD)
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  3. What is the URL to log into Proclaim Messenger?

    The URL to log into Proclaim Messenger is http://proclaim.netbriefings.com. After you click the URL, you will be prompted to enter your username and password which are case sensitive.
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  5. What does it take for attendees to be seen and/or heard in a live meeting with Proclaim Messenger?

    In order for attendees to be seen and/or heard in a live meeting with Proclaim Messenger, they need the following:
    • Functional webcam and microphone
    • Devices tested in flash
    • To select 'Allow' when joining the session
    • To be sure that some other program on their PC has not 'locked' the webcam
    • Proper bandwidth capability (See “Requirements” question above)
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  7. What special requirements are there for users outside of the U.S.?

    The requirements for the presenter or participants are the same regardless if they are located in or out of the U.S.
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Video / Audio Issues

  1. Why isn't my video showing up?

    Your video source could be being used by another source. We recommend that you reboot your computer, then go into your camera software and make sure you can access your camera fine by seeing yourself. Make sure anything else that might use the camera's video source such as Yahoo chat does not load. If you can access your camera fine, then close the camera software and re-open Proclaim Messenger.

    In Proclaim Messenger, make sure the correct camera and microphone settings are selected. To do this, go to either the Record Message or Hold Live Meeting sections. Click on the Options button and then the Device Settings button to access the Adobe Flash Player Settings. Click on the microphone and camera icons to set those settings to the appropriate products. Then click the Close button. The Adobe Flash Player Settings box will pop up requesting to access your camera and microphone. Simply click the Allow button.
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  3. Why can't I record a message?

    To record a message you must have proper firewall ports open to record. Please run the system checkout.
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  5. Why is my video and audio choppy?

    Check your connection. Proclaim Messenger works better with a hard-line connection versus a wireless connection which is more likely to fluctuate. Also check your CPU load. If it is maxing out, it could affect your video and audio quality.
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  7. Why does my video jump during playback and lose the audio at the end of the recording?

    There is an issue with Flash Player version 10 on some systems. To fix this problem, remove your Flash Player and Active X using the following remover: http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_14157

    Then install Flash player 9 version 151. This can be found at http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_14266&sliceId=2)2 and download Flash Player 9. Once installed, go to the 9r151 directory and doubleclick the flashplayer9r151_winax.exe file.
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  9. Why does my video flicker and my video turn upside down?

    This is most likely due to your hardware acceleration setting. In Windows XP, this is found by right-clicking on your desktop and selecting properties. Then go to the Settings tab and click the Advanced button. Click the Troubleshoot tab and then set the Hardware acceleration scroll bar to None. Then close out of your Proclaim Messenger browser window and go back in.
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  11. Why does my video hang when uploading?

    The file may be over 100 MB. Shrink your file down to less than 100 MB.
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  13. Why doesn't my roll in video work?

    Your video size may be too big. Shrink the video down to 500 x 376. This will require about 250 - 300 kbs of bandwidth.
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  15. What are the maximum dimensions of a video to be rolled into the slide content portion of the screen?

    We recommend a video of 500 x 376. This will require about 250 - 300 kbs of bandwidth.
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  17. Why do I hear an echo when playing a video in the content area?

    While the video is playing, the audio from your microphone is still live and your speakers are on. When rolling in a video, you should mute your speakers or microphone. Just remember to unmute your speakers or microphone after the video is done playing.
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  19. Is my microphone live when playing a video in the content area?

    Yes, your microphone is still live while a video is playing in the content area. You can choose to mute your speakers or microphone. Just remember to unmute your speakers or microphone after the video is done playing.
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  21. What does Proclaim Messenger automatically detect in terms of my system's sound capabilities?

    Proclaim Messenger detects the presence/absence of a sound card on the PC. It cannot detect the presence/absence of an attached microphone or if a microphone has been turned on or off.
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  23. Why does it continue to just say “connecting” in the video window when I try to promote a participant during a live Proclaim Messenger meeting?

    If it continues to display “connecting” in the video window after a participant was promoted, then Proclaim Messenger is trying to pull in that person's video/audio feed. There are a few things to check:

    • Did the participant click “Allow” in the Adobe Flash Player Settings dialogue box when they logged into the meeting? If they clicked “Deny”, then this would be the experience because they denied Proclaim Messenger access to the camera/mic they may have.


    • Is the participant's camera built into their computer or a separate one via USB? If built in, they need to be sure the correct video/audio source is selected from Device Settings.


    • Is the participant's camera's separate Logitech QuickCapture video window open? If so, they need to shut it down as the webcam's separate video window essentially 'steals' the video from going into Proclaim Messenger.


    • What kind of Internet connection is the participant on? If it is a low or bad connection, then it doesn't have the power to be able to pull in the video/audio feed.


    • What Internet browser were they using? Internet Explorer is preferred with Proclaim Messenger.
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  25. In the live function of Proclaim Messenger, why does the picture of the demoted speaker still stay in the video window?

    A tangible period of time is needed between demoting a speaker and promoting the next speaker.
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Slide Issues

  1. Why do my slides hang when uploading?

    The biggest issue is usually having a prompt for external data in the PPT. There may also be special characters in the filename or heavy gradient backgrounds in the PowerPoint. Also, the file may be over 100 MB.

    Remove the link for external data. Remove any special characters in the filename such as @ _ / - (So remove everything other than letters or numbers). Remove any gradient backgrounds. Compress your graphics to shrink your file size down to less than 100 MB.
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  3. Why do my slides have the wrong color in the backgrounds?

    Most likely you are using slides with heavy gradient backgrounds. Remove any gradient backgrounds. Compress your graphics to shrink your file size down to less than 100 MB.
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  5. Why do my slides look weird and out of proportion after I upload them into Proclaim Messenger?

    Most likely the PowerPoints are set up at the wrong size. They should be sized for the standard on-screen show (4:3 proportion) which is 10 x 7.5 inches. Go to Page Setup in PowerPoint and change them to correct size and then reupload into Proclaim Messenger.
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Email Issues

  1. Why doesn't it work properly when I click the email link in Proclaim Messenger?

    This is likely an issue with your "Default Email Client" setting in your browser. It could be trying to open a web based email client. If so, go to your Tools/Internet Options/Programs tab and change your email setting. Or you just copy the URL and paste into an email.
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Install Issues

  1. Why won't my desktop launcher install?

    The Launcher is PC only, Macs are not supported. In addition, you must have privileges to download and install applications on your system. If you do not have sufficient privileges, please contact your system administrator or IT professional.
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Product Use Issues

  1. Why doesn't my Proclaim Messenger portal work sometimes?

    If you leave your browser window open idling for an hour, Proclaim Messenger times out. Simply close and reopen your Proclaim Messenger portal.
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  3. How do I attach a video to the message?

    You don't actually “attach” a video to the message. You upload a video into the playlist and roll it into the content portion of the product.
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  5. How come I can't see the full participant message in a live meeting?

    Proclaim Messenger only shows the beginning of the message so you can see the full list of questions more easily. To see the full message, simply mouse over the question with your mouse. If you see that the text is cut off, the width of the browser frame just needs to be increased. The message display should then be fully revealed.
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