Centra Client Installation/Connectivity FAQs
1.
How can I test to see if my system will work properly with Centra?
2. What if I replace my existing PC with a new one?
3. Does it cost me anything to download and use the Centra Client?
4. Does Centra support the use of cable modems or DSL?
5. How do I find an ISP (Internet Service Provider) in my area?
6. How do I test my internet connection speed?
7. Can I use AOL as my ISP (Internet Service Provider) for Centra sessions?
8. How do I get Centra installed on my machine?
9. Centra didn’t install automatically, is there a manual way?
10. I click the Attend or Lead link in Centra, but nothing happens. Why?
11. What is the Microsoft JVM?
12. How do I update my JVM?
13. Why is my audio sounding choppy and/or the graphics not loading properly?
14. I am attending classes from work. Why won’t Centra function properly?
15. Why can I hear everyone speaking but they can't hear me?
16. I'm still having problems attending events. How do I check my connection to the Centra Server?
17. What are the hardware/software requirements for using Centra?
18. I was told to send my Centra log files to the Help Desk. How do I do this?
19. Can Centra work if my computer is behind a firewall?
20. Does the Netscape browser need any special settings before I use it for Centra?
21. Does the Internet Explorer web browser need any special settings before I use it for Centra?
22. After clicking the attend link I get the error: ActiveX needs to be installed or enabled for
Centra to run.
23. When I try to run the System Check or attend an event, I receive a message: "Your current settings prohibit running Active X."
24. When attempting to attend an event, I receive an "error code: 6" message.
25. What do the green and yellow network lights at the bottom of the screen mean?
26. How do I uninstall Centra software from my computer?
1. Question: How can I test to see if my system will work properly with Centra?
First, read the requirements for Centra and make sure that your system meets or exceeds them. You may also try using the Centra System
Check by going to the Centra Server using your browser and clicking on the System Check link in the upper right-hand corner of the browser window
and following the instructions. This procedure
will check your computer, network connection, sound card, and browser version and notify of the results.
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2. Question: What if I replace my existing PC with a new one?
No problem. Just make sure that your new PC meets or exceeds the same requirements for Centra, then login to the Centra
Server on your new PC when you attend a session, the Centra Client will now install on your new PC. We do recommend that you
don’t make any hardware or software changes while in the middle of the semester to minimize the possibility of disruptions
to your ability to attend class.
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3. Question: Does it cost me anything to download and use the Centra Client?
No. There is no license agreement or cost associated with downloading and using the Centra Client other than the cost
of tuition for the class you are attending.
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4. Question: Does Centra support the use of cable modems or DSL?
Certainly. The faster the bandwidth, the better the experience within Centra. While Centra supports a slow 28.8 dial-up
connection, if you have a cable modem based ISP (such as Time Warner RoadRunner) or a DSL based ISP (such as Telocity,
BellSouth, CTC or many others) this will provide a much faster video frame rate within Centra.
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5. Question: How do I find an ISP (Internet Service Provider) in my area?
The following websites contain searches to locate some of the companies providing Internet Service in your area.
TheList
C/Net
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6. Question: How do I test my internet connection speed?
The following websites contain methods to test your current internet connection speed. Please be advised that results
may vary.
Bandwidth Place
C/Net
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7. Question: Can I use AOL as my ISP (Internet Service Provider) for Centra sessions?
No. Currently we have had little success with AOL as an internet provider for Centra sessions. AOL uses port filtering on their servers
which prevents Centra and many other network applications from running properly.
Most ISP’s don’t have this problem, but you need to attend the live Centra test event before the beginning of the semester to verify that your ISP
will work properly with Centra.
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8. Question: How do I get the Centra installed on my machine?
Simply login to the Centra Server with your account, and click the Attend link on any of the events in which you are enrolled.
Centra will detect that the software has not been installed previously and will automatically download and install it without any user intervention
necessary. NOTE: The download is approximately 3-4 MB in size, so if you are connected with a 28.8 or 56K modem, this may take 10-15 minutes.
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9. Question: Centra didn’t install automatically, is there a manual way?
Yes. Simply go to the following web site address: http://centraone.uncc.edu/SiteRoots/main/Install/win32/setup.jhtml and follow the instructions.
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10. Question: I click the Attend or Lead link in Centra, but nothing happens. Why?
a. You may have an older version of the Java Virtual Machine (JVM). To check it, go to the windows command prompt by doing the following:
1. Start->Run, type cmd on Win 2000 or XP.
2. At the MS-DOS Prompt, key in jview and hit enter.
3. The first line should read something like Microsoft Command Line Loader for Java Version X.XX.XXXX. The version# should read
5.00.3802 or higher. If it is not this number, you will need to follow the instructions on updating your JVM.
b. The Java and JavaScript options in your browser may be disabled.
1. For Internet Explorer(6.X): Tools->Internet Options, click on the Advanced tab and locate Microsoft VM.
Ensure that "JIT Compiler for virtual machine enabled" has a checkmark. If not, check it and click OK. You will need to then close IE and
restart it for the change to take effect.
2. For Netscape Communicator (7.2): Edit->Preferences, Click on Advanced. Ensure that "Enable Jave" and Enable native object scripting" have a checkmark. If not, check them and click OK.
3. For Firefox 1.x: Click Tools, Options, click on Content icon. Make sure "Enable Java" and "Enable JavaScript" are checked. If not, check them and click Ok.
c. You may be using an outdated or unsupported web browser, please verify that you are meeting the web browser requirements.
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11. Question: What is the Microsoft JVM?
JVM is an abbreviation for Java Virtual Machine which enables java applets like the Centra Client to run properly on your machine. Java applets
are programs written in the Java programming language.
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12. Question: How do I update my JVM?
To update your Java Virtual Machine (JVM, Microsoft Virtual Machine), please follow these steps:
1. Open your browser and go to
http://support.centra.com/jvm.asp
2. Follow the instructions on
the website.
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13. Question: Why is my audio sounding choppy and/or the graphics not loading properly?
Centra requires a certain consistent bandwidth to be able to function correctly. Centra will work properly (though not optimally) with
as slow as a 28.8k dial-up modem Internet connection. However, the connection must be reliable and stable in the sense that the connection
must maintain at least a certain minimum amount of bandwidth, any less than this and audio and/or slides will be dropped. This problem is
generally that your Internet service provider (ISP) is experiencing heavy volume on their network. Try quitting the session and reconnecting to your
ISP to get a better connection. If this still doesn't work, you may consider finding a new ISP that can give you a consistent connection.
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14. Question: I am attending classes from work. Why won’t Centra function properly?
Many businesses use special hardware and/or software referred to as a firewall. If this is the case, you need to talk with network
support at your workplace and have them enable ports 1709, 443, and 80 to accept incoming TCP network packets in order for Centra to
function properly. In addition ActiveX traffic needs to be enabled to permit the automatic installation of the Centra Client on your computer.
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15. Question: Why can I hear everyone speaking but they can't hear me?
This problem has several possibilities.
a. Make sure that you have the microphone. The instructor gives you the ability to speak audibly to the class by giving you the microphone
symbol next to your name in the participant list. If you don’t have this, you won’t be able to speak.
b. Remember that you must hold the CTRL key down the entire time while you are speaking (press the key a few seconds before you start speaking
to ensure the microphone has started transmitting.
c. Some microphones have an on/off switch, ensure that the switch is on.
d. Make sure that the microphone jack is plugged firmly into the microphone port on the soundcard in the back of the computer (a sound card typically
has 3 ports, microphone, speaker, and line out).
e. Run the Centra Audio Wizard (click the Audio icon in the Centra toolbar.) Follow the instructions in the wizard. If you do not hear your voice during the microphone volume test, your microphone may not be plugged in or may be defective.
f. Check your settings in the volume control panel. Right click the speaker icon in the lower right part of your desktop window. Left-click
"Open Volume Controls". Under "Options" choose "Properties". Select "Recording" and click okay. The "Mic" balance should not be muted.
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16. Question: I'm still having problems attending events. How do I check my connection to the Centra Server?
Run a Centra "System Check". Using your browser, go to http://centraone.uncc.edu
and click on "System Check" in the upper right-hand corner of the browser window and follow the instructions. This procedure will check your computer, network
connection, sound card, and browser version and notify you of the results. This will aid in problem resolution.
Then login to Centra adn click "Tools" in the navigation menu on the left. Then click "Log Files Tool" and your email program will open with the log files as an attachment. Send that to the Help Desk.
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17. Question: What are the hardware/software requirements for using Centra?
Please refer to the this link to see the current requirements - http://elearning.uncc.edu/centra/techspecs.htm
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18. Question: I was told to send my Centra log files to the Help Desk. How do I do this?
Run a Centra "System Check". Using your browser, go to http://centraone.uncc.edu
and click on "System Check" in the upper right-hand corner of the browser window and follow the instructions. This procedure will check your computer, network
connection, sound card, and browser version and notify you of the results. This will aid in problem resolution.
Then login to Centra adn click "Tools" in the navigation menu on the left. Then click "Log Files Tool" and your email program will open with the log files as an attachment. Send that to the Help Desk.
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19. Question: Can Centra work if my computer is behind a firewall?
Many businesses, schools and home users now have special hardware and/or software referred to as a firewall. If so, then you will need to have the firewall configured
with network ports 1709, 443, and 80 enabled to accept incoming TCP network packets in order for Centra to function properly. In addition ActiveX traffic needs to
be enabled on the firewall which will permit the automatic installation of the Centra Client on your computer. Follow the directions in this file for configuring the Windows firewall. Click here for the Windows Firewall Configuration file.
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20. Question: Does the Firefox browser need any special settings before I use it for Centra?
These instructions are specific to Firefox version 1.5. These instructions may work for other versions however this is not a guarantee.
On the Firefox Menu, select Tools -> Options and click the "Content" icon, Uncheck "Block Popup Windows" if it is checked. Check "Enable JavaScript," click OK.
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21. Question: Does the Internet Explorer web browser need any special settings before I use it for Centra?
These instructions are specific to Internet Explorer version 6.0. These instructions may work for other versions however this is not a guarantee.
On the Intenet Explorer Menu, select Tools -> Internet Options. On the Internet Options window, select the "Advanced" tab. In the Microsoft VM section,
enable the "Java Console" and the "JIT Compiler for Virtual Machine". On the Security tab, click the "Custom Level" button. In the "ActiveX Controls & Plugins"
section, enable "Download Signed ActiveX Controls", "Run ActiveX Controls & Plugins" and "Script ActiveX Controls Marked Safe for Scripting". Under the
"Downloads" section, enable "File Download". Under the "Scripting" section, enable "Active Scripting" and "Scripting of Java Applets". This is all that is required.
The first time you go to attend or lead an event in Centra using the Internet Explorer web browser, it will automatically install the Centra Client on your PC.
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22. Question: After clicking the attend link, I get the error: "ActiveX needs to be installed or enabled for Centra to run."
This issue can occur on machines running Windows 2000 and Windows XP. When I check my Web browser settings, all the ActiveX controls are correctly enabled. You may need to log onto the
computer with an Administrator's account to install the client software. Also, see the directions in this file to configure Internet Explorer to handle ActiveX controls. Click here for the configuration of ActiveX controls.
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23. Question: When I try to run the System Check or attend an event, I receive a message: "Your current settings prohibit
running Active X."
Follow the directions in this file to configure Internet Explorer to handle ActiveX controls. Click here for the configuration of ActiveX controls.
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24. Question: When attempting to attend an event, I receive an "error code:6" message.
This message is usually produced when the Centra client files are blocked by an Internet Security program, such as Norton Personal Firewall/Norton Internet Security or McAfee Personal Firewall Plus.
To prevent the error message from appearing again and to allow the Centra client to launch, users should modify their Internet Security programs to allow the Centra client programs to run. Below are the instructions to do that in Norton Internet Security or Norton Personal Firewall:
1. Open Norton Internet Security or Norton Personal Firewall.
2. Click Personal Firewall
3. Click Configure
4. On the Programs tab, select "Centra Client Updater for Win32" or "Updater.exe" from the manual Program control list.
5. Under the Internet Access column for the selected rule, use the drop-down list to select "Permit All"
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25. Question: What do the green and yellow network lights at the bottom right of the Centra window mean?
These lights indicate the time a packet of data takes to go from your PC to the Centra Server and back again.
All Green - Network Latency is between 0 and 200 milliseconds.
(Very Good)
Four Green - Network Latency is between 201 and 1000 milliseconds
Three Yellow - Network Latency is between 1001 and 1750 milliseconds
Two Yellow - Network Latency is between 1751 and 3000 milliseconds
One Red - Network Latency is between 3001 and 15000 milliseconds (Poor Connection; exit the session and re-attend).
All Red - indicates the user has been disconnected from the session
All Green - indicates the user was briefly disconnected from the session and was able to automatically reconnect
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26. Question: How do I uninstall the Centra software from my computer?
Make sure you have logged out of the Centra Server and closed all running applications on your computer. From the Start Menu, select
"Control Panel". Double-Click "Add/Remove Programs", then select "Centra" from the list and remove it. When the uninstall procedure has
completed, close the Add/Remove Programs window and the Control Panel Window. Using Windows Explorer, nagivate to the C:\Program Files folder.
Locate the folder titled "Centra" and remove it. Be sure to empty your Recycle Bin after this to ensure that Centra has completely been removed.
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Centra Playback FAQs
1.
What is the purpose of the "playback" link?
2. I clicked "Playback" but the playback does not play or advance from the Welcome screen. Why?
3. How do I jump to a specific place in the playback?
4. I have had problems with watching the playback, and the same problems occur again and again.
1. Question: What is the purpose of the "playback" link?
Since we record all Centra Sessions, the playback link appears after the event has concluded. To view a playback of the recording, simply click on the playback link. You will have two options to view the recodrding. You can play it back streaming from the Centra server or downloading a self-running file to your computer.
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2. Question: I clicked "Playback" but the playback does not play or advance from the Welcome screen. Why?
Sometimes the playback begins to load the content but does not advance. Exit the recording and press Playback again. You may have to repeat this process three or four times.
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3. Question: How do I jump to a specific place in the playback?
In the playback window, click the dropdown menu next to the time read-out. Select a slide in the listing. The recording will jump to that point. You may have to press the Play button to resume playing the recording.
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4. Question: I have had problems with watching the playback, and the same problems occur again and again.
The recording file only gets downloaded once per event. So, if you received a corrupt or incomplete recording file, Centra will not
attempt to download a new one (because it thinks you have the file already). Click "Tools" in thr navigation menu on your Centra My Schedule page. Click "Disk Cleanup Tool". Delete file of the session you are attempting to playback.
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Centra
