Centra Client Installation/Connectivity FAQ's
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 the CentraOne java client installed on my machine?
9. The CentraOne client 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. What type of log files are created by Centra?
20. Can Centra work if my computer is behind a firewall?
21. Does the Netscape browser need any special settings before I use it for Centra?
22. Does the Internet Explorer web browser need any special settings before I use it for Centra?
23. After clicking the attend link I get the error: ActiveX needs to be installed or enabled for
Centra to run.
24. When I try to run the System Check or attend an event, I receive a message: "Your current settings
prohibit running Active X."
25. What do the green and yellow network lights at the bottom of the screen mean?
26. What Active X controls does Centra use?
27. How do I uninstall the CentraOne Client 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. Though, this is not to be used a substitute for following the written requirements. 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 and 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.
Computing Central
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 CentraOne
software 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 program 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 56K modem, this may take 15-20 minutes.
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9. Question: The CentraOne client didn’t install automatically, is there a manual way?
Yes. Simply go to the following web site address:
http://centraone.uncc.edu/main/Install/setupj.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 NT/2000 or command on Win 95/98/ME and hit enter.
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
(see question 12).
b. The Java and JavaScript options in your browser may be disabled.
1. For Internet Explorer(5.X, 6.X): Tools->Internet Options, clickon 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 (4.7X, 6.X): Edit->Preferences, Click on Advanced. Ensure that Java and JavaScript have a checkmark if not check them and click OK. Ensure that Smart Update is enabled
Edit->Preferences, Double-click on Advanced, click on the SmartUpdate or
software installation sub-folder. Ensure that SmartUpdate or enable software
installation has a checkmark if not check
it 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?
CentraOne requires a certain consistent bandwidth to be able to function correctly. CentraOne 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 Tools on the Centra Menu, select "Centra Audio Wizard". Follow the instructions on the wizard.
When you are on the Recording screen, if you don’t hear your voice playback after you have pressed the record button and spoken for five seconds,
then you have an audio problem.
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?
Go to http://elearning.uncc.edu/helprequest.html Fill out the information requested, then click
submit. This will check the quality and response time of your connection to the Centra Server and will display the results on your screen. The results will
automatically be emailed to our help desk as well. In addition you should also 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. Then email the "NetworkCheck*.log" files found in C:\Program Files\CentraOne\logs
to the Help Desk at elearning@email.uncc.edu.
This will aid in problem resolution.
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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?
Using your email program, compose a new email and address it to the help desk
at elearning@email.uncc.edu. Every email program has a method of
attaching files to the email message (usually a button called "attachments"). Click or choose to attach a file, then use your file browser to locate the
C:\Program Files\CentraOne\logs folder on your computer. Note: You may need to do this each time for each file in the "logs" folder. When all desired files
have been attached, then send the email.
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19. Question: What type of log files are created by Centra?
Several types of logfiles are created by Centra in the C:\Program Files\CentraOne\logs folder on your computer. These files are used by support to diagnose
problems if they occur on your computer. These logfiles are self-explanatory (other than sclog.txt, launcher.log) given their name and the date/time stamp. For
example: The file named "NetworkCheck_02_20_2003_09_01_25.log" was the result of a System Check on 2/20/2003 at 9:01:25AM.
NetworkCheck - log of results from Network Check portion of the Centra System Check.
AudioCheck - log of results from Audio Check portion of the Centra System Check.
Centra - log of results from attend or leading a live Centra Event
Playback - log of results from watching a Playback of a previously recorded Centra Event
Builder - log of results from building an Agenda with the Agenda Builder tool.
AgendaUploader - log of results from Uploading an Agenda to the Centra Server
Record - log of results from recording a live Centra Event
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20. Question: Can Centra work if my computer is behind a firewall?
Many businesses 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.
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21. Question: Does the Netscape browser need any special settings before I use it for Centra?
These instructions are specific to Netscape Communicator version 6.2. These instructions may work for other versions however this is not a guarantee.
On the Netscape Menu, select Edit -> Preferences. On the Preferences window, select "Advanced". Check "Enable Java" and "Enable Javascript".
In "Software Installation" check "Enable Software Installation". This is all that is required. The first time you go to attend or lead an event
in Centra using the Netscape web browser, it will install the CentraOne Installer Plugin for Netscape, then it will automatically install the CentraOne
program
on your PC.
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22. 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 CentraOne
program on your PC.
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23. 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 NT 4.0, Windows 2000 and Windows XP. After clicking the attend link I get the error: ActiveX needs to be
installed or enabled for Centra to run. 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 Centra software.
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24. Question: When I try to run the System Check or attend an event, I receive a message: "Your current settings prohibit
running Active X."
If Active X controls are enabled in your Internet Explorer browser and on your network, then you may need to update your Internet Explorer.
Please follow these steps:
1) Open Internet Explorer
2) Go to Tools --> Windows Update
3) Click on Product Updates
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25. Question: What do the green and yellow network lights at the bottom of the screen 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.
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
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: What Active X controls does Centra use?
There is only one ActiveX component which we
download. The download file is CentraDownloader.cab. The installed component will appear as the file "CentraDownloaderCtl Class" in
the C:\Winnt\Downloaded Program Files folder.
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27. Question: How do I uninstall the CentraOne 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 "CentraOne" from the list and uninstall 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 "CentraOne" and remove it. Then remove the "CentraDownloaderCtl Class" ActiveX component in the
C:\Winnt\Downloaded Program Files folder. Be sure to empty your Recycle Bin after this to ensure that CentraOne has completely been removed.
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Centra Playback FAQ's
1.
What is the purpose of the "playback" link?
2. I clicked "Playback" but nothing appears to be happening. Why?
3. How do I tell when it's safe to use the "index points" to jump to a different point 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 Events (live on-line classes with Centra), the playback link appears after the event has concluded.
To view a playback of the recording, simply click on the playback link.
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2. Question: I clicked "Playback" but nothing appears to be happening. Why?
Before the playback starts
playing, it has to buffer up the recording - depending on your connection there
could be a delay of a few minutes before it starts playing. The current version
of Centra does not have an indicator displaying how long this will take. If you
have a LAN, DSL, or cable-modem connection to the internet, you may not notice
any delay. However, do not use the index points feature to jump around the
recording until the recording has fully downloaded. (Refer to the next FAQ
before the playback starts).
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3. Question: How do I tell when it's safe to use the "index points" to jump to a different point in
the playback?
Do not use the index points feature till the entire recording file (*.srd file) has been downloaded to your PC
(C:\Program Files\CentraOne\recordings folder) as this can corrupt the recording file. How does one tell when this is complete? Use the
index points pick-list to navigate (but do not select any individual index points) the list. If you see any index points that are in italics
(not regular font type) then those portions of the recording file are still being downloaded. It is safe
to use the index points when all indexes are in regular font.
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4. Question: I have had problems watching the playback, and the same problems occur again and again.
The recording file (*.srd)
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). Use the Cleanup Tool to delete the appropriate .srd
file according to the event you are attempting to playback. Then click the "Playback" link again.
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Centra
