Audio Conferencing and Web Conferencing

Encounter Web Login

• I forgot my password

  Click the 'Forget your Password' link on the login page. Your password will be emailed to you. You may also contact Encounter Customer Care at (800) 290-5900 for assistance.

• When I enter my password, I get a message that says my login failed

  Passwords are case sensitive. Make sure your email address is entered correctly. You may also contact Encounter Customer Care at (800) 290-5900 for assistance.

• When I try to login, I get a "page cannot be displayed" error

  Please delete your temporary internet files. Go to Tools, click on Internet Options and click on the Delete Files button. Click OK when the dialog box comes up. Once the hourglass goes away, click OK, close all browser windows, and then restart your browser.

Encounter Web Meeting Page

• When I login to ShareItNow, I get a blank grey screen (or empty box with logo).

  Please go to http://java.sun.com/applets/other/Bubbles/index.html. You should see small bubbles rise from the bottom of your screen.

  • If you don't see bubbles, please install Sun Java. Go to: http://www.java.com/en/download/index.jsp and click the 'Download Now' button. Follow the instructions to complete the download process.
  • If you see bubbles and I have Internet Explorer, go to Tools, select Internet Options and select the Advanced tab. Scroll down to either Sun (Java) or Microsoft VM or both. The Sun version will have a version number. It should be 1.4.1 or above.
  • I have both versions of Java:
    If both are checked, uncheck the Sun Java version and make sure the JIT compiler in the Microsoft VM is checked and restart your machine.
  • This didn't solve the problem:
    Go back to the Advanced tab and uncheck Microsoft VM. Check Sun (Java) and restart your machine.
  • I only have Microsoft VM:
    Please install Sun Java. Go to: http://www.java.com/en/download/index.jsp and click the 'Download Now' button. Please follow the instructions to complete the installation process.
  • If this does not solve the problem, please contact Encounter Customer Care at (800) 290-5900 for assistance.
• When I log into Encounter Web, I get a message saying "Please log in again. Your session timed out due to inactivity period greater than two hours"
  • I have Internet Explorer 5.0 or 5.5:
    Please enable cookies by going to Tools, click on Internet Options and click on the Security tab. From here, make sure Internet is highlighted and click the Custom Level button which will open the Security Settings box. Scroll down to the Cookies section and click Enable. Click OK to save this change, and OK again to close the box. Close and restart the web browser, and try to join the meeting. Cookies may be disabled again after the meeting if desired.
  • I have Internet Explorer 6.0:
    Please enable cookies by going to Tools, click on Internet Options and click on the Privacy tab. From here, click the Default button to change settings to Medium. (If the Default button is grayed out, it should already be set) Click Apply and OK to close the box. Close and restart the web browser, and try to join the meeting. Cookies may be disabled again after the meeting if desired.
• After I send out my invitations, my participant list is empty

  Emails must have a blind carbon copy (bcc) address included in order to populate the participant list. This is automatically included when sending invitations via the "Use Outlook" option in Encounter Web. However, if you launch your own email client or forward an invitation, the bcc address will be lost and have to be inserted manually. The bcc address is: egenda@e1.e2c.com.

• My meeting does not show up on my meeting list

  Meetings are only displayed in the future by default. Click on 'Show all meetings' to see if by chance the meeting is listed, but has already occurred. Also, it may take a few minutes to appear after scheduling.

Encounter Web ShareItNow

• When I try to launch ShareItNow, nothing happens

  Try minimizing your window and look in your task bar to see if any windows are opened in the background or minimized automatically.

  If there is no other window or frame, check to see if a 'pop-up window' eliminator or 'ad blocking' software is installed. This type of program will prevent the meeting console window from launching. Please disable or uninstall the software. Then close and restart the web browser and try to join the meeting. The software may be enabled or reinstalled after the meeting has ended.

• When I launch ShareItNow, I get a blank grey screen

  Please go to http://java.sun.com/applets/other/Bubbles/index.html. You should see small bubbles rise from the bottom of your screen.

  • If you don't see bubbles, please install Sun Java. Go to: http://www.java.com/en/download/index.jsp and click the 'Download Now' button. Follow the instructions to complete the download process.
  • If you see bubbles and I have Internet Explorer, go to Tools, select Internet Options and select the Advanced tab. Scroll down to either Sun (Java) or Microsoft VM or both. The Sun version will have a version number. It should be 1.4.1 or above.
  • I have both versions of Java:
    If both are checked, uncheck the Sun Java version and make sure the JIT compiler in the Microsoft VM is checked and restart your machine.
  • This didn't solve the problem:
    Go back to the Advanced tab and uncheck Microsoft VM. Check Sun (Java) and restart your machine.
  • I only have Microsoft VM:
    Please install Sun Java. Go to: http://www.java.com/en/download/index.jsp and click the 'Download Now' button. Please follow the instructions to complete the installation process.
  • If this does not solve the problem, please contact Encounter Customer Care at (800) 290-5900 for assistance.
• Where do I find the correct browser upgrade or Java install?
  • My browser is Internet Explorer earlier than version 5.0:
    Please upgrade to version 6 Service Pack 1. Go to: www.microsoft.com/downloads, search for "Internet Explorer 6 Service Pack 1 "and Download it. Select Save this program to disk and save to your Desktop. When the file download is complete, double click on the file to install. Once installed, follow the next step to install Java.
  • I have Internet Explorer 5.0, 5.5 or 6.0:
    Please install Sun Java. Go to: http://www.java.com/en/download/index.jsp and click the 'Download Now' button. Please follow the instructions to complete the installation process.
  • I have Netscape 4.78 or above:
    Please contact Encounter Customer Care at (800) 290-5900 for assistance.
• I was viewing the presentation and suddenly got a "Watchdog" message

  This is a sign of a transmission problem, usually the result of interrupted connection to the internet. Double-check that your own connection to the internet is working properly. The presenter's internet connection may also be the cause. If the internet connection loss on either end is temporary, a refresh of the ShareItNow window whould restore normal viewing.

Other

• I have a Macintosh; can I use ShareItNow?

  Unfortunately, we do not support Macintosh, however, most people are able to attend a meeting with very few problems when using Mac OS 9 or above, and Internet Explorer 5.1 or above. Keep in mind this is for viewing only! Presenters should use a Windows PC.

• View International Toll-Free Access Numbers