Many common issues are covered in the various users guides located on the Electromeet
help. See also the Help section of the Electromeet software.
Special First release – Provider Licence Offer: Your own 50 user ‘virtual room’
1: I can hear everyone OK, but my microphone is not working.
- It will always be worth checking that your audio is working properly in Windows
before you launch into an Electromeet session.
In XP , go to the Start menu, and navigate to Accessories >Entertainment
> Sound Recorder. Make a recording and play it back. If your microphone is not
working, go to Control Panel > Sounds, Speech and Audio then click on the audio
tab and click the Volume button under Sound recording. Make sure your Microphone
volume is set to a reasonable level and that it is Selected. If you wish, you can
select the Mic Boost function from the Advanced button. This will increase the recording
volume to a higher level, but may increase the distortion of the recorded signal.
In Vista, go to the Start button, then All Programs, then select
Accessories then Sound Recorder. Make a recording and check it. If the microphone
is not working go to Control Panel>Hardware and Sound>Manage Audio Devices. Then
select the Recording tab and check the information under the Configure and Properties
As you speak into the microphone, you should see the signal level change – the green
line will move up and down. This ensures that your microphone is able to record
- A common cause of this issue is the firewall settings. You may have enabled access
to the Electromeet server (
electromeet.com ), but it is important to allow the program to have access
to the required ports. Some modems and routers have built-in firewall protection.
The administrator of the corporate network may need to reconfigure the firewall
settings to open access to the following ports used by Electromeet.
- IP address: 22.214.171.124
- (In some cases the alphabetic web address will
be sufficient. In such cases, access to both www.electromeet.com and electromeet.com must be established.)
- TCP Port: 1024
(this is fixed and used for most communication except audio, unless TCP audio is
selected manually under Tools > Audio Wizard)
- UDP Ports: 7000 – 12000 (these are dynamically assigned during the session for the
audio which is why we request that the range is opened). If it is not possible to
open this range, please select TCP audio manually under Tools>Audio Wizard.
- Run the Electromeet Audio Wizard (Tools > Audio Wizard). You will need to be
Online in Electromeet for this – that is, you will need to have launched into a
session with an Access Key. First, check that the ‘Recording Device’ and ‘Play Device’
are set to the devices you are using. Then use the record function to make a test
recording and play it back. Adjust the volume if required and make another recording
to test the new levels. As you speak you will see a visual indication of the level
in the indicator located above the volume slider.
2: Audio quality is very poor
See the guide at
help : Optimizing Your Audio
1: I have tried to download the Electromeet software, but didn't have the Microsoft.NET
Framework on my computer. Upon visiting the Microsoft website, there are several
versions available. V3.0 at least also has several options with various features,
none of which I understand. Please advise which version and type I am specifically
meant to download.
If you use Windows Vista the NET framework is installed by default. It you have
a later version of XP it should also be there, but the best plan is to run Windows
Update and check under "optional" upgrades, then select anything to do with NET.
The advantage of this is that all critical updates will also be flagged and you
can update Windows for other issues at the same time.
As an alternative (or if the NET option does not appear via the above method), you
can just go to http://www.microsoft.com and follow the instructions for
2. Does Electromeet only work with certain versions of Microsoft? Like the more
recent or updated versions? Why would it ask to download the Net framework for some
computers and not for others?
The Net framework is part of Windows, not part of Microsoft Office. It was included
in later versions of Windows XP and is standard in Vista. For older versions of
XP it will need to be installed before Electromeet will work. Usually it is shown
as an optional update when a user runs the Windows Update routine from Control Panel,
but it can be downloaded directly from the link. See answer to question 1 in this
section. It is a very large download.
1: I opened the link for the Access Key that was sent to me by the Provider,
but I got the message "Windows cannot open this file".
You will need to download and install the Electromeet software, then open the Access
2: How can I tell when I am online?
At the far bottom left of the Electromeet screen the word Offline will change to
Online when you have successfully joined a session. If this does not occur, please
see the Participants Guides in the Help section of the website at help especially ’ Joining a Session’ and ‘Optimizing Internet
3: When I tested the link, I could enter the session but it asked me for a log-in
password. Is this a problem?
No password is required – it is built into the Access Key that you opened to join
the session. After entering your name the text window you will go into the session.
If you were on the login tab and bottom left of the screen said "Offline",
then maybe firewall is blocking access. Go to help and see the guide "Optimizing Internet Connection".
4. I have just installed the electromeet software, that seems to work fine but
the link for the Access Key doesn't work, I get a HTTP 404 error message.
Sounds like your firewall may be blocking access to the server. See Participant Guide - Optimizing Internet Connection for assistance.
Please also ensure you have cut and pasted the entire Access Key link into
your browser, which should then have asked you to open or download the config.emses
file which you click to launch Electromeet. If you did not get a dialog similar
to this in your browser then you have not pasted the entire link into your browser.
5. I get the error message in Electromeet : "unable to connect to Electromeet
server, proxy authentication required"
This message is caused when your internet connection is via a firewall and/or proxy
server. You will need to enter the proxy details into Electromeet, as per the outline
on page 3 of Participant Guide - Optimizing Internet Connection. Also
check that all ports are opened – as described in the same document.
6. I am a Provider of sessions. Isn’t it true that participants download the
same trial software as the Provider and if that is the case, they are presented
with the 30 day free trial offer – my question is, what happens to them after the
If a user just downloads the software then launches it with one of your Access Keys
then they do not need a licence. You have "invited" then into your "room".
If participants have simply downloaded the software it can only be used to play
back recordings or to attend sessions Provided by someone else. They would only
need a Provider Licence if they wanted to present their own sessions and therefore
wanted to get their own set of access keys for their own "room". Only
those who actually present training need to register for a Provider Licence. All
others are Participants.
1: I have registered for a Provider Licence, but no links for the Access keys
have arrived by email.
After registration you will receive a confirmation email. Log back into the provider
Log In section using your Provider ID (Username) and password the select "Generate
new Access Keys". An email with the links will be sent to you.
2: I want to join a session as a participant, but I can’t find my invitation
email or Access Key anywhere. What can I do?
If you are joining a session for the first time and you can’t find the Invitation
Email (with your Access Key), ensure you have searched all inbound email,
including your anti-spam filter. If you cannot find the invitation, you will
need to contact your Provider.
If you are joining a session for the first time and you can’t find the Access Key
try looking for the Invitation Email as above. If you have already saved the Access
Key, search your hard drive for files that end in ".emses". If you cannot
find the Access Key file or the Invitation Email, you will need to contact your
If you have previously joined the session or you want to rejoin a series and you
always run your Electromeet sessions from the same computer, Electromeet
remembers the sessions you’ve previously joined. To rejoin, open Electromeet and
go to the drop down menu under the File heading (File > Recent
Online Sessions > Provider ID).
If rejoining a series from another computer, here are your options:
Forward your Invitation email to the computer you are to be working
on, then follow the link to Open your Access Key
Copy the Access Key onto hard storage media (such as a USB drive) ,
transfer it to the second computer, and Open it from the File menu (File >Open
Live Session >Browse to Access Key location)
OR Request your Access Key again. Contact your Provider or Presenter
for your Instructions and Access ID to be resent.
3. I am a Provider. If am doing a number of sessions with a presenter, do I
always have to get new links for each session? Is it necessary to always get a new
link for each session or can I always use the same link?
The Access Keys you have are like real keys to your own "virtual room".
They do not change and will always work while your licence is valid unless you decide
to "Generate New Access Keys" via the website (under Provider Log In).
You would probably only do this if your past participants were accidentally joining
new sessions without a formal invitation.
1: I log in using the Presenter Access Key for my sessions. Then I go to the
whiteboard and select Load File then Load Presentation. But whatever PowerPoint
file I point to, nothing gets loaded into the whiteboard.
You just need to allow 2 to 3 minutes for slides shows to load – they travel to
the server where they are converted then they come back to your whiteboard. Large
presentations may take even longer. You must then use the drop-down menu or slide
forward button to be able to see the slides. The default is the blank "New"
2: I use Open Office to create my presentations with the extension ".sxi".
But when I Load Presentation in Electromeet nothing happens.
The latest format for Open Office presentations uses the extension ".odp".
Save your presentation while you are using Open Office in the new format, then load
the presentation in Electromeet.
1: When using the link for the recording sent by my Provider, I get the error
"Invalid Electromeet Saved Session file!"
To replay a recording, you must first use the link to the recording supplied by
your Provider to download the recording file. This file ends in the extension ".emss".
Save it to a know location on your computer. Then launch Electromeet and got to
File>Open Saved Session>(Browse to the location where you saved the recording
file and click it). Also see the guide "Record and Playback a Session"
in the Help section of the website.
1: I followed the prompts to the Provider Log In section after I received my
renewal reminder, but I could not find the renewal option – any suggestions?
The option to Extend appears on the menu under Provider Log In on the website
after the date when your 30 day licence expires. The option does not
appear before that date. However, the expiry date is based upon the 30 day anniversary
of the day that you first generated your initial Access keys – not necessarily the
date that you first registered for a Licence. If you waited a day or two to get
the first Access Keys then the date we have as the anniversary may be different
to the actual date.
To check the actual expiry date, go to Provider Log In and go to the Update Provider
Profile item. Scroll down to the section headed Licence Validity and you will see
the expiry date. Log in again a day or so after the expiry and the option to extend
will appear on the website menu.