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Inter-Tel

Audio and Web Conferencing User Guide 65

Troubleshooting

This section provides some basic troubleshooting information.

Cannot connect to the IAWC server

It should be noted that some third-party security, anti-virus, or firewall suites may cause

problems with connections to IAWC and may interfere with installation of the Collaboration

Client on your computer. Because of the variety and diversity of these third-party

applications, it is not feasible for Inter-Tel to maintain specific instructions on configuring

each of these to work with the Inter-Tel Collaboration products. If you cannot connect to the

IAWC server, contact your local network administrator or IS personnel.

Inter-Tel does not recommend that you disable your security, anti-virus or firewall programs.

However, it may be necessary to temporarily disable your anti-virus software and allow the

download and installation of the Collaboration Client, which must be installed for Web

conferencing.

Cannot Use Features - Returns to Log On Screen

If the system allows you to log onto your account, and then returns you to the log on screen

when you select a feature on the page, the URL you are using to access IAWC is probably

incorrect. Contact your IAWC administrator for the correct URL, and then try again.

Cannot Create Conference after Logging On

Capitol letters in the username allow you to log on, but will not allow you to create a

conference successfully. Make sure you log on using lower case characters for example,

joe_user@mycompany.com.

Conferencing Issues from Remote User Locations

Users that are accessing the IAWC remotely (outside the company firewall) could

experience audio or Web Conference delays depending on the bandwidth or network

issues at the remote user's location. Remote users have at least 256kbs of bandwidth

available to use all features provided by IAWC. This amount of bandwidth also covers a

remote user connecting to IAWC with an IP endpoint at the same remote location.

The resolution for these types of issue is make sure you have the required bandwidth and

isolate any network issues you may have with your local ISP provider. Ports 443 and 80 are

required to be open when connecting to IAWC remotely.

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