64-bit Java

iVocalize runs under both 32-bit Java and 64-bit Java on both Windows and Mac OS X.

For users running 64-bit Java, the latest release of Java 7 is required from http://java.com in order for the co-browsing feature to function.

The Java 7 embedded browser is HTML 5 compliant, however, plugins such as Flash are no longer supported due to increased security.

If you rely on synchronized browsing and flash slides for your presentations, then you must recreate your slides in HTML 5 format, or show your slides using the Live Screencasting or Whiteboard features.

The presentation recording feature is unavailable under 64-bit Java, but recordings can be made with a screen recording application such as Camtasia.

Under 64-bit Windows, it is possible to use 32-bit Java by following these steps:

  1. close all applications
  2. open Control Panel -> Programs and Features, and uninstall all versions of Java
  3. open 32-bit Internet Explorer and visit java.com to receive the latest 32-bit Java 7 download

On Mac OS 10.5 and 10.6, 32-bit Java is available by default and is automatically used by iVocalize.

On OS 10.7 and later, only 64-bit Java is available.

Mac OS 10.7, OS 10.8 and Java

Apples’s latest Java “update”, Java for OS X 2012-006, disabled Java 6 for use with Java Web Start and mandates a transition to 64-bit Java 7.

Users of OS 10.7 and later must:

  1. perform a software update to get the latest changes from Apple
  2. open Safari and download Java 7 from http://java.com/download

The latest updates from Apple and Java are required to use the the synchronized browsing feature.

After updating to Java 7, flash content may no longer be shown in the embedded browser due to increased security.

Also, following the upgrade to Java 7, the recording feature will be unavailable.  Unfortunately, Apple removed the mp4 encoding capability in the 64-bit interface.  Recording may be accomplished with a 3rd party application like Camtasia.

Unable to launch the application : Windows

Oracle’s June 2012 Java 7 update 5 on Windows may cause the following error to appear when lunching:

Unable to launch the application

Clicking the details button on the error window shows the further message:

Unsigned application requesting unrestricted access to system

This is a problem with the latest Java update.  The solution is to clear the Java application cache as follows:

  1. open the Java control panel applet
  2. click the Settings button under Temporary Internet Files
  3. click the Delete Files button

Open the Java control panel applet:

Click the Settings button under Temporary Internet Files at the bottom:

Click the Delete Files… button to clear the Java cache.  Make sure that the option to “keep temporary files on my computer” is enabled.

A faster way to clear Java’s temporary files cache is to open a command prompt and enter the command javaws -uninstall as shown here:

Reinstalling Java

Update to the latest version of Java:

  1. Close all running applications
  2. Open Windows Control Panel / Programs
  3. Under Programs and Features, select Uninstall a Program
  4. Uninstall any program from Sun or Oracle beginning with Java or J2SE
  5. more information: http://www.java.com/en/download/uninstall.jsp
  6. Close control panel
  7. restart your system
  8. Open your web browser and visit http://java.com/ to install the latest java version
  9. more information:
    http://www.java.com/en/download/help/index_installing.xml

    http://www.java.com/en/download/faq/remove_olderversions.xml

Install the latest operating system updates: (recommended step)

  1. Open Control Panel / System and Security / Windows Update
  2. Download and install the latest updates and restart

Use an up to date internet security product: (recommended step)

  1. remove any 3rd party antivirus software
  2. install Microsoft Security Essentials, the official antivirus product from Microsoft
  3. more information:  http://windows.microsoft.com/en-US/windows/security-essentials-download

Script Errors in the Embedded Browser

Many web pages contain errors.  Since end users can do nothing about this, browsers are typically configured to mask common problems.  However, this is not always the case, and sometimes error messages are shown:

Script errors are normally displayed on computers where software development tools have been installed.  Upon installation, the development tools modify the browser settings so that errors can be interactively debugged.

Because iVocalize includes Internet Explorer as its embedded web browser on Windows, users will occasionally see script errors appear when they receive web pages during synchronized browsing sessions.  This can be confusing because not all users see a problem — only those users whose browsers are configured to display script errors.

To disable the display of script errors, open Internet Explorer’s Internet Options:

Open Internet Options:

  1. Open Internet Explorer
  2. From the Tools menu select Internet Options
  3. Select the Advanced tab

Verify the following Settings:

  1. Disable script debugging (Internet Explorer) – CHECKED
  2. Disable script debugging (Other) – CHECKED
  3. Display a notification about every script error – UNCHECKED

After verifying these settings:

  1. Click Apply to save the settings
  2. Click OK to close Internet Options
  3. Close any open Internet Explorer Windows
  4. Close iVocalize, if Running

Configuring Java Settings

With Java installed on your Windows PC, the Windows Control Panel contains a Java applet as shown here:

Double-Click the Java icon in your Windows Control Panel, or open /Applications/Utilities/Java Preferences.app on the Mac, to launch the Java Control Panel:

The Network Settings in the Java Control Panel allows you to configure the proxy server that Java will use. By default, Java is configured to Use browser settings, meaning that the network settings are inherited from Internet Explorer. This is the preferred setting for most users.

However, in some cases the web proxy server configured by your ISP or corporate IT department will interfere with the proper functioning of iVocalize. In such cases, the Java Network Settings dialog allows you to instruct Java applications use a Direct connection, bypassing any proxy servers.

Java’s Temporary Files Settings can be launched by clicking on Settings… under Temporary Internet Files in the Java Control Panel. The Temporary Files Settings allow you to instruct Java whether to keep temporary files, where to store temporary files, how much space to allocate, and to delete temporary files.

iVocalize requires that the Keep temporary files on my computer setting is enabled.

To clear Java’s cache of temporary files, click on the Delete Files… button.

A faster way to clear Java’s temporary files cache is to open a command prompt and enter the command javaws -uninstall as shown here:

Clearing the Java cache is a useful troubleshooting step because it forces Java Web Start to dowload a fresh copy of iVocalize the next time you log into a conference room.

System Requirements Test

1. Operating System Check

2. Java Web Start Version Check

3. Java Web Start Launch and Connection Test

Network Diagnostics

This guide will help you to diagnose problems connecting to an iVocalize Server.

Connection Data
Connection Type TCP (client to server)
Server Port
5049 : primary – IANA Registered
443 : alternate – HTTPS
Server Address Same as host name for room login page
Protocol iVocalize proprietary
Proxy Uses Java’s proxy settings
(normally inherited from web browser)

The Ping Test

Ping is the most basic test to determine if a network address is reachable. Suppose that you wish to enter a room whose login page is at http://YourName.ivocalize.net/ — Test that this address is reachable as follows:

  1. Open a command window: Start->Run, cmd.exe
  2. Type the command ping YourName.ivocalize.net (use the actual room address)
  3. Note that you receive a Reply from the server
  4. Note if any packets are lost. If Lost is nonzero, you may have problems with the quality of your network connection
  5. Note the response time. If greater than 100ms, you may have network latency problems.

Ping Test

If you receive a reply from the server, proceed to the telnet test below.

If no reply is received, or you see Request timed out, then network problems are preventing you from reaching the server. Contact your ISP or network administrator to determine if a firewall is blocking your access.

The Telnet Test

Once it is established that a server is pingable from your location, Telnet is next test to determine if you are able to connect directly to the server.

The iVocalize client application creates a TCP connection to the server over port 5049, and telnet can be used to mimic that connection, as shown here with the command:
telnet YourName.ivocalize.net 5049

Once the telnet command has been entered, the text Connecting To YourName.ivocalize.net… appears very briefly while the connection is attempted.

When the connection succeeds, the command window will go blank. You can then return to the command prompt by pressing Ctrl+C. A successful connection using Telnet means that your computer can connect Directly to the iVocalize server (no proxy server required) and that no firewall is blocking your access. See the section on proxy servers to make sure that you are not configured with a proxy server.

Telnet Test part 3

If the connection test fails, you will continue to see the Connecting… message until telnet times out and displays a Connect failed error message. Proceed to the section on Firewalls.

Connection Tester

The iVocalize Connection Test application can further diagnose specific problems. This software requires Java 1.5 or later and Java Web Start. Launch the Connection Test

Proxy Servers

A proxy server is a middle-man between your computer and the internet. They are used by some institutions for security and monitoring purposes. Certain ISPs and so-called “download accelerator” products also (gratuitously) configure your computer with proxy servers.

iVocalize retrieves the proxy settings configured for Java and uses these settings to attempt connection to the server.

If the telnet test was successful, then your computer can connect directly to the iVocalize server, and iVocalize will not need to use a proxy server. In this case you may configure the Java control panel so that Java uses a direct connection for all network communications.

Note that even if a proxy is configured, iVocalize will still attempt a direct connection in additon to attempting connection through the proxy. Therefore, the presence of a proxy is not necessarily a problem.

Firewalls

A firewall is an Internet security product that restricts which applications have access to the network. This section will discuss firewalls in general, not any product in particular. For product specific help with firewalls, please contact the product vendor or your network administrator. Some firewalls are quite complex, and we recommend consulting a qualified professional prior to making changes and/or disabling a firewall. iVocalize assumes no liability for any problems resulting from firewall [mis]configuration.

In order to determine if your firewall is, in fact, blocking access to the network, you can try to briefly turn it off, then attempt the telnet test and/or attempt to log in using iVocalize. After the completion of your test, please turn your firewall back on. If it can be proven that the firewall is the problem, then work with the product vendor to obtain instructions to properly configure it to allow network access to iVocalize.

Many firewalls prompt the user go grant network permission the first time that an application is run. If permission was not granted the first time, or if the firewall must be configured specifically for an application, then configure your firewall to allow the iVocalize executable to access the network on port 5049. The path to the “iVocalize” application is the path to your Java installation.

Though not technically firewalls, many add-on products such as download managers, download accelerators, browser add-ins, etc. can cause various problems. As a troubleshooting step, try uninstalling any nonessential software that modifies how your computer accesses the network.

Why is the audio breaking up?

Audio breakup can be experienced in one of two ways:

  • Everyone experiences the same audio breakup
  • Only 1 (or a few) participants experience audio breakup

Network or audio problems on the speaker’s end will be experienced simultaneously by all listeners, while problems on the receiver’s end will be experienced only by that one receiver. When trying to resolve audio breakup problems, it is important to determine which of these two situations is occurring.

When only one or a few participants are experiencing degraded audio quality, the problem(s) are specific to their network connections or audio equipment. Typically the receiver’s connection is stalling due to over-utilization. See the topic on Disconnections for more information. Alternately, the listener’s audio equipment may be malfunctioning due to a faulty cable or jack that is injecting noise or gaps into the stream. If there is no problem playing back other types of audio, then the problem is network related.

When all listeners experience degraded audio at the same time, the problem is on the speaker’s end, and can be related to either audio settings/equipment, or the speaker’s network connection.

Audio Equipment / Settings:

  • Equipment malfunction – a intermittent problem in a microphone jack or cable can cause poor audio quality, noise, crackling, etc.
  • Distortion – The speaker’s microphone gain is set too high resulting in a distorted signal

Network Issues:

iVocalize is a synchronous communication tool, streaming audio (and other media) from the speaker to all of the participants in real time.

This means that a network problem on the speaker’s computer can be transmitted to all of the listeners. For example, the speaker is on a wireless network that experiences interference, or, someone else on the speaker’s network connection started downloading a movie and temporarily overloaded the network connection.   In such cases, for everyone listening, the audio from the speaker may seem to pause, and then resume.  See the topic on Disconnections for more information.

Why do some participants keep reconnecting?

Under normal circumstances, participants can remain connected to the server for days or weeks at a time. This is typical for most users of the software.

A relatively few participants on unreliable or over-utilized internet connections may experience dropped or stalled connections to the server. Any time the client software detects that data is no longer flowing, it will automatically reconnect in an attempt to improve the situation. For this reason, participants on an unreliable or over-utilized Internet connection may experience frequent reconnects, as evidenced by many Login History entries of short duration. This is the software behaving as intended in the face of connectivity issues.

Users with unreliable connections are often unaware that a problem exists because they are able to use their web browsers, access web-mail, download videos, etc. Web conferencing differs from these services because it streams data synchronously and in real-time. Although long a delay may be perfectly acceptable while waiting for a video to buffer and begin playback, it is not acceptable when having a real-time conversation. For this reason, the connection requirements for web conferencing are much more stringent than for other types of network access, and a reliable, low-latency connection is essential.

In the rare case of network problems in the data center, all participants will experience connectivity issues at the same time. If just one or only some participants experience connectivity issues as evidenced by your Login History, then the problem is with their specific internet connection(s).

Some possible causes of connection problems are listed below:

Local Internet Service Provider

The user’s internet service provider is having network problems. If problems occur regularly or during peak hours, then the ISP may be oversubscribed, and the solution is to switch providers. (If you have ever attempted to use your cell phone at 5pm only to hear a recording that all circuits are busy, then you are no doubt familiar with the effects of over-subscription). To test this, try taking your computer to a friend’s house who uses a different service provider and has a known good connection.

Over-utilized Home Connection

Connections can become over-utilized due to file sharing, downloads, spyware, or other network-connected software using large amounts of bandwidth. Even the automatic update features of most applications and operating systems can download large amounts of data and choke off other network software.

ISPs typically advertise the theoretical speed of an internet connection, but say little about the actual throughput that a user are likely to experience. It is important to understand the distinction between the rated speed and the actual throughput.

To determine if your connection is over-utilized, shut down all other applications and browsers on your computer, turn off any software running in the background such as in the Windows System Tray, run an Anti-Spyware Sweep, and shutdown other computers sharing your network connection. Then enter the conference room to see if your connection experience has improved.

Through a process of elimination you may determine the specific cause of the dropped connections, or determine that you need to upgrade your connection speed or switch internet service providers.

Unreliable Home Connection

Many users run wireless networks. In most cases, such connections perform reliably and well. However, they can experience interference from factors outside the home, such as a neighbor’s network coming online on the same channel. The possible causes of an unreliable connection are too many to number, but testing whether a wireless network is causing problems is easily accomplished by plugging your computer directly into your Cable or DSL modem to see if this improves connection quality.

Regional Internet Service Provider

Entire geographic regions and even whole countries can experience degraded service due to failures at regional network providers. Examples include failed or malfunctioning network routers, downed trunk lines, severed undersea cables, regional over-subscription, etc. Major network providers occasionally have a problem that can affect large blocks of users in the US, and some countries are regularly over-subscribed when connecting to servers located inside the United States.

Proxy Server

Some ISPs and vendors of so-called Accelerator products install proxy servers. A proxy server sits between your computer and the internet to improve your experience by caching content closer to you and to enhance security and protect your privacy by routing all of your internet traffic through a single point. While such products can improve web surfing, they can also interfere with legitimate connections.

Internet Security Software

Firewalls and other security products change the way that your computer connects to the internet. Typically these products need to be instructed to allow the web conference application to connect to the Internet, and after that they stay out of the way. If your computer is unable to remain connected, and no other cause can be found, then your security software may be responsible. As a test, try this free and reliable alternative: AVG Anti-Virus Free Edition.

Java Installation Test

Successfully launching iVocalize depends on having a properly configured Java installation. This means that Java, Java Web Start and your web browser successfully work together to launch an application.

First, visit the following test page at Java.com:
http://www.java.com/en/download/help/testvm.xml

If the above test reveals problems, please correct them per the instructions on the java.com test page.

The following test will determine if you are able to launch a sample Java program using Java Web Start.  At this point, we are testing only your Java installation — This test does not involve iVocalize in any way.

Click the following link: Progress Bar Demo

If Java is working properly, you should see a “Java Starting” window followed by the “Progress Bar Demo” sample application.

If you see the windows above, then your Java installation is properly configured.

If you do not see the windows above:

  1. reinstall Java per https://www.ivocalize.com/support/?p=236
  2. Attempt to launch the Progress Bar Demo application

If the sample application still does not launch, then verify that you are running the latest version of your web browser.  IE, Chrome, Safari and Firefox have all been shown to work correctly.

If your browser is fully up to date, and you still cannot launch the sample application, then then trying a different browser will help determine if the problem is with your Java installation, or with your web browser configuration.

Following installation of a new browser, run the Java installation program again to be sure that Java has fully configured your new browser.

If changing browsers allows you to launch the sample application, then the problem is likely with your browser’s handling of JNLP files. Such problems can be caused by security software, spyware, download accelerators or other browser add-ons. Removing browser add-ons and/or reinstalling Java may resolve the issue, however, iVocalize cannot provide any specific advice on configuring 3rd party software.

Your browser may ask what to do with a JNLP file, for example Open or Save.  This indicates that the association that should exist between JNLP files and the Java Web Start application is broken.  Reinstalling Java should fix this issue.  If not, you may, at your own risk, attempt to manually create the association as follows:

  1. save the JNLP file to your desktop
  2. right click the file and select Open With -> Choose Default Program
  3. click Browse…
  4. choose c:\windows\system32\javaws.exe
  5. check the “always use this program…” checkbox

If changing browsers, reinstalling Java and restarting your computer still do not enable running of the above sample application, then some other issue on your computer is preventing Java and/or Java Web Start from functioning properly.  You will be unable to run iVocalize until the prerequisite of a properly functioning Java installation has been met.   Troubleshooting system level issues related to Java is beyond the scope of support provided by iVocalize.  Java.com support or your PC vendor may be able to assist further.

The connection to the server was lost (86)

After attempting login to a conference room, you receive an error stating: The connection to the server was lost (86):

Code 86 indicates that you have been banned from the conference room. Contact the conference room owner directly to resolve this issue. Do not contact support as we are unable to adjust the settings on any individual account.

See also:

The user name or password was incorrect

After attempting to log into a conference room, you receive an error telling you the user name or password was incorrect:

You have attempted to enter the conference room using an invalid user name or password. The user accounts and passwords in each conference room are controlled exclusively by the owner of that conference room. Contact the room owner directly to resolve this issue. Do not contact support as we are unable to modify indivual user accounts, or retrieve lost passwords.

Because banning can delete the associated user account, some users who have been banned may also receive this error, depending on how user accounts are managed in the room.

See also: