Troubleshooting Guide

System Test Failure and Warning Resolutions

How to use this guide

This guide is most effectively used in conjunction with the automatic system test. Non-passing test results include a link to the specific portion of this document regarding the result. Otherwise, the document can be navigated using the table of contents below. If after following this guide the issue isn't resolved, please submit a support request.

Table of Contents

Click on a topic to see the instructions:

Troubleshooting Topics

Below is a list of several topics and instructions to prepare your system for Telenect. If anything is missing, please submit a support request.

Installing or Upgrading a Web Browser

To install or upgrade a supported browser, select one from the list below and follow the instructions provide by each vendor. Be sure to pick a browser that is for your operating system. Internet Explorer requires a restart.

Enabling JavaScript

If using a supported browser JavaScript may be disabled. It is also possible to start plugins or extensions that will prevent JavaScript code from running. If so, please consult any documentation for plugins you have installed. Otherwise, select a browser below to view the instructions:

Internet Explorer 7

  1. Click the Tools menu
  2. Select Internet Options
  3. Click the Security tab
    IE7 Screenshot 1
  4. Click the Custom Level button
  5. Scroll down until you see the 'Scripting' section. Select 'Enable' under 'Active Scripting.'
    IE7 Screenshot 2
  6. Click the OK button
  7. Click the Yes button in the confirmation window

Firefox 3

  1. Click the Tools menu
  2. Select Options
  3. Click the Contents tab
    Firefox 3 Screenshot
  4. Select the 'Enable JavaScript' checkbox
  5. Click the OK button

Safari 3

  1. Click Edit in the tool bar
  2. Select Preferences
  3. Click the Security tab
    Safari 3 Screenshot
  4. Select the 'Enable JavaScript' checkbox

Adjusting Monitor Resolution

For optimum viewing, we recommend that you change your monitor resolution to at least 1024 by 768. For instructions on how to change your screen resolution, please select your Operating System:

Windows XP

  1. Right-click on your computer's desktop
  2. In the menu that appears, left-click on Properties
  3. In the Display Properties dialogue box, click on the Settings Tab at the top
    Windows XP Screenshot
  4. Under Screen Resolution, slide the pointer to the left or right. For Telenect, we recommend setting the resolution to at least 1024 by 768 (higher is better). The resolution options available on your specific system will depend on your video card and monitor.
  5. Once you have selected the proper screen resolution, click Apply.

Windows Vista/7

  1. Click on Start
  2. Select Control Panel
  3. Click on Personalization
  4. Select Display Settings
    Vista Screenshot
  5. Under 1024 by 768 or higher. The resolution options available on your specific system will depend on your video card and monitor.
  6. Once you have selected the proper resolution, click Apply.
  7. Click OK

Mac OS X

  1. Click the Apple Menu in the top-left corner
  2. Select System Preferences...
  3. In the Hardware section, select Displays
  4. In the Resolutions list, select an option 1024x768 or higher
    Mac OS X Screenshot

Adjusting Browser Viewing Area

The browser viewing area, or viewport is the portion of the screen actual showing a web page. This excludes menus and toolbars that are part of your browser or operating system. If you are below the recommended 986 x 663, these steps may help. Please note that a smaller viewport does not prevent Telenect viewing, rather it may require scrolling the screen to see all of the event controls.

First, maximize the window to fill the whole screen. If you still need a larger viewing area, either increase the screen resolution or see if your browser supports a full screen mode. The F11 key often toggles between full screen and regular mode if available.

Installing or Upgrade Flash Player

If flash is already installed, the system test should automatically upgrade the player if necessary. Otherwise, or to install is for the first time, use the button below.

Get Adobe Flash Player

Resolving Firewall Restrictions

Personal firewall software should not prevent viewing Telenect events. If it is suspect, try temporarily disabling your personal firewall to see if it helps. More likely, a corporate firewall may be the problem, please provide the following information to your network administrator: The video stream uses the RTMP protocol on preferred ports 1935, 443, or 80. The stream will also use HTTP Tunneling on port 80.

If you have any questions, please submit a support request.

Resolving Bandwidth Problems

A 1 megabit connection is recommended, although it may work with connections as slow as 300 kbps (kilobits per second). Bandwidth problems are often the responsibility of your ISP (Internet Service Provider) or network administrator. Before contacting your ISP, it is recommended to quit any programs that may be consuming bandwidth on your local network.