Frequently Asked Questions
Below are common questions asked regarding HelpMeeting. For best results using HelpMeeting, refer to conferencing tips for additional information.
If your question is not listed below or if you have further questions please email us at support@helpmeeting.com.
Do the conference participants need a copy of the application to share it?
How is HelpMeeting different from other data conferencing products and services?
How is HelpMeeting different from 'remote control' software?
Does the HelpMeeting service provide audio and video capabilities?
Will the HelpMeeting service work with an audio bridge or audio bridge service?
Do I need to know the IP addresses of the host or other participants to join a conference?
Why is there sometimes a black rectangle over a shared application?
What should I do if I forget my subscription number or password
How do I get the conference code and password for a conference I am going to host or join?
Setup and Installation ...
Do I need a sound card, microphone, speakers, or video camera?
How do I configure a firewall to be compatible with the HelpMeeting?
Operational ...
Does the HelpMeeting service inter-operate with Apple computers?
What software is installed on my PC when I download the HelpMeeting Free Trial?
Getting Started ...
1. How do I start using HelpMeeting?
To begin using HelpMeeting participants must download and install the free trial software. Trial memberships include unlimited use of HelpMeeting as a meeting participant. To host your own HelpMeeting conferences contact us at sales@helpmeeting.com or at 1-800-770-5740. Click here to go to the download page.
2. What do I need to know to use HelpMeeting?
HelpMeeting is designed to be easy to use and works within your web browser. It requires no special computer knowledge or experience.
3. How can I use HelpMeeting in my business?
HelpMeeting is a powerful business tool for making meetings more efficient. It can be used across a broad range of applications. Your meetings will be more effective by being able to share applications with other conference participants .
4. How can HelpMeeting be used for helpdesks?
Helpdesks can especially benefit by using HelpMeeting. HelpMeeting enables sharing a customer's screen with a helpdesk agent resulting in faster and higher quality support. The agent can 'see' exactly what the customer sees. This can dramatically reduce the time spent by customers explaining the problem and describing what's 'on' their screen. The agent can take control of the customers PC to provide assistance. These capabilities enable problems to be analyzed and resolved faster.
5. What hardware and software do I need to use HelpMeeting?
HelpMeeting requires only a network connection to the Internet and a compatible web browser. HelpMeeting supports Microsoft Internet Explorer 4/5/6 and Netscape Navigator/Communicator 4.04/4.5 and above. HelpMeeting will automatically download and install the necessary software as part of the HelpMeeting installation. HelpMeeting uses Microsoft NetMeeting 3 and if needed it will be included as part of the download and installation automatically.
6. How do I share a slide presentation?
Slide presentations like any other Windows application can be shared by HelpMeeting. See the HelpMeeting demo for more information. Slide presentations can also be shared via HelpSlides.
7. Do the conference participants need a copy of the application to share it?
No, only the owner of the application being shared needs to have a copy of it. Other participants will be able to view and share that application without having a local copy.
8. How is HelpMeeting different from other data conferencing products and services?
HelpMeeting provides full application sharing. Unlike other competitive products which only capture screen shots of an application, HelpMeeting enables conference participants to see changes as they occur. HelpMeeting is based upon the T.120 data conferencing standard and also provides chat and file transfer capabilities. In contrast to other products, you do not need to convert your meeting materials to special formats or transmit them to external servers before the meeting. HelpMeeting works in real time sharing applications as they appear on your screen. Also, as a result of it's unique architecture, HelpMeeting provides these services completely through your web browser without using expensive servers.
9. How is HelpMeeting different from 'remote control' software?
HelpMeeting provides data conferencing services based upon sharing and collaboration of Windows applications. HelpMeeting can conference up to 8 meeting participants as compared to remote control software which usually allows only one fully collaborative participant. The conference host and participants determine when and which applications will be shared and if the collaboration feature is active. HelpMeeting uses your web browser to host and join conferences based upon a secure conference code and password. Conference participants are only given access and control to an application after the application's owner has enabled it. HelpMeeting cannot control another PC or take control of another participant's application without the owner's permission.
10. How much does HelpMeeting cost?
HelpMeeting is available in a number of pricing plans. Click here for additional pricing information.
11. Does the HelpMeeting service provide audio and video capabilities?
HelpMeeting does not provide audio or video capabilities today. As network audio and video quality improves these features are being considered for future HelpMeeting releases.
12. How do you distribute meeting materials using HelpMeeting?
HelpMeeting enables participants to distribute meeting materials during the conference by clicking on the File Transfer button on the HelpMeeting toolbar.
13. Can multiple applications be shared using HelpMeeting?
HelpMeeting allows multiple applications to be shared simultaneously. Although, for best results sharing more than 2 desktops is not recommended.
General ...
1. Can I run the HelpMeeting service on my local web server?
Yes, a HelpMeeting server can be locally hosted on a customers site. Leasing and purchasing options are available.
2. What is T.120 ?
T.120 is a set of standards which specify protocols for data conferencing.
3. Will the HelpMeeting service work with an audio bridge or audio bridge service?
HelpMeeting supplements any audio bridging system and works independently of any audio bridge or audio bridging service.
4. Do I need to know the IP addresses of the host or other participants to join a conference?
No, HelpMeeting handles all IP addressing issues, only the conference code and password are needed to join a HelpMeeting conference.
5. How secure is my conference? Can anyone join my conference?
Only participants with the correct conference code and password are able to join your conference. These codes are provided to the host at conference creation time. The HelpMeeting server manages all conferences, hosts, and endpoints privately. The HelpMeeting Server is not a participant in the conference, and all participants are listed as they enter or leave the meeting on the conference web page.
6. Why is there sometimes a black rectangle over a shared application?
A black rectangle may appear on your screen while sharing an application when a non-shared application is placed on top of the shared application's window. This can be corrected by the owner of the shared application by minimizing, moving, or closing the application covering the shared application's window.
7. Why do video, audio, and PC game applications share poorly?
Video applications do not share well or may not share at all with HelpMeeting because of the large amounts of data which must be shared and/or the bypassing of the normal video drivers which are normally used for Windows applications. HelpMeeting does not share the audio content in shared applications.
8. How can I share all of my PCs files and/or applications?
If you wish to share all of your PC's files and/or applications then share your desktop. This option will share your screen with the other meeting participants. You may also enable collaboration which would allow other participants to control your PC. You may re-gain control by pressing the ESC key, left clicking the mouse, or unchecking the 'Allow others to control your applications' checkbox in the HelpMeeting toolbar.
9. What should I do if I forget my subscription number or password?
HelpMeeting stores your subscription number and password on your PC, so that normally you will never need to remember it. If you do need your subscription number or password and have forgotten it then click here.
10. How do I get the conference code and password for a conference I am going to host or join?
The conference host should supply the conference code and password to the participants before the meeting. The HelpMeeting service automatically generates the conference code and password at conference creation time. Due to security concerns HelpMeeting does not provide real time assistance to participants who do not know or have forgotten their conference code or password. Participants must contact the conference host or another meeting participant to acquire this information.
1. What operating systems and Web browsers are supported?
Supported operating systems include Windows 95 (with Winsock 2)/98/ME/2000/XP, and Windows NT 4.0 with Service Pack 3 or greater. Supported browsers include Internet Explorer 4 or greater and Netscape Navigator 4.04/Communicator 4.5 or greater.
2. Do I need a sound card, microphone, speakers, or video camera?
No, you do not need a sound card, microphone, speakers, or a video camera to use HelpMeeting.
3. Do I need my own web server?
No, you do not need a web server to use HelpMeeting, only a web browser and a connection to the Internet are required.
4. How do I configure a firewall to be compatible with the HelpMeeting service?
HelpMeeting is firewall friendly, no changes are needed to existing firewalls. Click here for more information.
1. Does the HelpMeeting service support Novell (IPX) networks?
No, HelpMeeting does not support Novell (IPX) networks.
2. Does the HelpMeeting service inter-operate with Apple computers?
HelpMeeting does not currently inter-operate with Apple computers.
3. What is the optimal screen resolution and color depth ?
The optimal screen resolution is 800x600 or greater, the recommended color depth is between 256 and 64000 colors. True Color or 24 bit color can also be used for highest quality. In order to share applications in true color the meeting participants must be configured to display true color. True color increases the amount of data transmitted between participants. This will delay overall response time on slower networks.
4. What software is installed on my PC when I download the HelpMeeting Free Trial?
The HelpMeeting Free Trial download allows you to join HelpMeeting conferences. To host your own HelpMeeting conferences contact us at sales@helpmeeting.com or at 1-800-770-5740. The software consists of an ActiveX control for Internet Explorer users and a plugin for Netscape users.
5. Why do my conferences end after 15 minutes?
Your HelpMeeting subscription has expired or is a trial membership. Contact HelpMeeting support for more information.
6. How can I make my conferences faster?
To speed up application sharing and increase the overall speed of your conference, uncheck the True Color checkbox in the Options dialog box from the HelpMeeting Toolbar before sharing your application or desktop and only share one desktop or application at a time.
Click here for more conferencing tips ...
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