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FAQ

Updated: 2014/09/16

System Requirements
Windows
Mac OS X
CPU
Dual Core 1.4 Ghz
Dual Core 1.4 Ghz
Memory
2 GB
2 GB
OS version
Vista/7/8/8.1 (32/64-bit)
10.7/10.8/10.9
Java Version
Java Java 7 (1.7.0_67)
Java 6 (1.6.0_65), Java 7 not compatible
Flash Version
11.3
11.3
Browser
IE 9/FireFox 15/Chrome 21
Safari 6/FireFox 14/Chrome 21
Mircophone
Required
Required
Speakers
Required
Required
Headset
Strongly Recommended
Strongly Recommended
Internet
DSL/Cable (768 kbps download 256 kbps upload)
DSL/Cable (768 kbps download 256 kbps upload)

 

Q: For Windows XP/Vista/7/8/8.1 (32/64-bit)

A:

  • AccuLive Commander is fully compatible with Windows XP/Vista/7/8/8.1 (32/64-bit)
  • CPU: Intel Core 2 Duo (1.4 Ghz or faster)
  • 2GB of RAM
  • Microsoft Internet Explorer 9 (32/64-bit), FireFox 15, Google Chrome 21 or newer
  • Sun Java Run-time Environment version 7 1.7.0_67 (32/64-bit) or newer
  • Adobe Flash Player 11.3 or newer
  • Microsoft DirectX 9 or later (required for sending webcam video and application sharing)
  • Full-Duplex sound card
  • Microphone (for voice chat, not required for listening only; a headset is recommended for reducing echo)
  • WDM compatible video capture device (USB Digital Web Camera, for sending video, not required for viewing only)

 

 

Q: For Mac OS X

A:

  • AccuLive Commander is compatible with Mac OS X (10.6/10.7/10.8/10.9).
  • CPU: Intel Core 2 Duo (1.4 Ghz or faster)
  • 2GB of RAM
  • Safari 6, FireFox 14, Google Chrome 31 or newer
  • Sun Java Run-time Environment 1.6.0_65 (32/64-bit) or newer (Java 7 is not compatible)
  • For Mac OS X 10.7, 10.8 & 10.9 users, Java is no longer included in the OS. You may need to install Java manually.
  • Adobe Flash Player 11.3 or newer
  • Microphone (for voice chat, not required for istening only; a headset is recommended for reducing echo)
  • USB Digital Web Camera, not required for viewing only

Q: Special notes for Mac OS X 10.8 & 10.9 users

On Oct 16, 2012, Apple released the OS X 2012-006 update which uninstalls the Apple-provided Java applet plug-in from all web browsers. This means that if you installed this update, you would have difficulity lauching AccuLive online classroom software via your preferred browser like Safari, Firefox or Chrome.

Question: Then, what version of Java is compatible with AccuLive Online Classroom software?

Answer: Java 7 for Mac OS X, totally rewritten by Oracle, is not backward compatible. If you have Java 7 installed on your Mac OS X (10.7.5/10.8.x/10.9.x), to ensure 100% compatibility, please disable Java 7 and reinstall Java 6 with the latest update. For more information here is the link: http://support.apple.com/kb/HT5559, You can download the Apple-provided Java 6 from http://support.apple.com/kb/DL1572.

Starting from OS X 10.7, Apple does not include Java in its operating system. Users must manually install the Java program. When first trying to launch a Java program, a pop-up window will appear, asking you to install Java. Once Java is installed, you can launch AccuLive online classroom software.

First step: You can download the app from here. After downloading the file, please double click it and a Mac disk volume will be mounted on your desktop. Open the volume, drag the AccuLive Commander icon and drop it in the Applications folder and it is done. Please refer to the following screenshots:

Second step (optional): If you are running Mac OS X (10.9.x), you might experience some problem opening the software. You need to override the default Mac security settings by holding the Control key and click the AccuLive Commander icon to open it. Here is the detailed info about how to run the software: http://support.apple.com/kb/PH14369

 

Q: I use cable/DSL Internet connection at home

A: Although ADSL and Cable Modems are regarded as Broadband, sometmes they are not fast enough to ensure adequate VOIP/Video performance due to the Internet traffic jam in your neighborhood. You may test your current speed of Internet connection by visiting Speedtest.net.

 

Q: I am using wireless 3G/4G hotspot device / USB adapter

A: If you are using Verizon, Sprint, other other 3G/4G device to connect to Internet, please check your current status of connection by visiting Speedtest.net. Normally, 3G/4G connections are fast enough. However, the upload streams may vary (100 kbps ~ 1000 kbps). If you are planning to send webcam video, a stable and minimum of 300 kbps bndwidth is required.

 

Q: I am using a wireless router at home?

A: A wireless router is convenient. However, the wireless connection might be disconnected for a few seconds unexpectly. A wired Internet connection is strongly recommeded.

 

Q: I am using satellite Internet connection

A: Cable and DSL are faster than satellite. If you live in an area that doesn’t offer the faster options, satellite might be the best thing available. One downside of satellite Internet is its high latency. You won’t notice it while web surfing but you will in real-time video streaming and using VoIP applications. It doesn’t work well with AccuLive Commander.

 

 

Q: It says my username and password do not match

A: Both username and password are case-sensitive. This means that lower case of 'a' is not equal to upper 'A'. Make sure to enter correct account information when attending the class.

 

Q: My Firefox doesn't recognize the jnlp file extension

A: Windows Systems: Before using Firefox to run the Java program, you have to set the jnlp file to be associated with Java Web Start application. Please refer to the following screenshot:

For Mac OS X users: You probably need to associate the jnlp file type with Java Web Start program. You have an option to open this type of file automatically by checking the box. Please refer to the following screenshot:

 

Q: My Google Chrome doesn't like the php/jnlp file extension

A: If you are using Google Chrome, you might have trouble opening the php/jnlp files. Please refer to the following screenshots to allow Java to open the JNLP file. Once the association is completed, the AccuLive Commander program will be loaded immediately.

 

Q: I still could not login

A: If your system meets the minimum requirements and the Internet connection is smooth, you should be able to sign in the classroom in a few seconds. If ererything is configured correctly and still could not login, your access to acculive.com might be blocked by a firewall. Please review here for more information.

 

Q: What kind of hardware do I need to use for voice chatting (VOIP)?

A: Most modern computers come with built-in microphone and speakers. However, in the real voice enabled online classroom, echo may occur if the sound from your speakers is looping back via the microphone. To prevent the echo, a USB headset (with microphone) is strongly recommended. If you don't have a headset, using a regular earphone will also help reducing echo.

Q: What kind of software component is required for audio and video?

A: AccuLive utilizes Flash Player to send audio packets to server and relay to to all participants. Adobe Flash Player v11.3 is required to send compressed audio and receive audio/video from remote users.

Q: What computer port is used for transmitting voice packets?

A: In order to prevent firewall and anti-virus software from blocking voice packets, AccuLive voice packets are sent via port 443. Most firewalls allow sending and receiving packets via this port.

 

Q: Do I have to click the Allow button from Flash warning window every time I enter the classroom?

A: No. For the first time you use the microphone, a pop-up warning window will request your permission to use the hardware. You must click the Allow button to start using your microphone, otherwise your microphone device will not function. You may also set your flash player to remember your settings by right mouse clicking on any area of the audio control panel. A pop-up window will appear, then select "Settings.." and choose "Privacy" tab. Check the "Remember" box to remember your settings. Please refer to the following screenshots:

 

 

Q: How much bandwidth is used for voice?

A: A single voice stream uses only about 24-56 kbps of the bandwidth. For better performance, please do not run any applications that are sending/receiveing packets via Internet at the same time.

Q: How do I switch audio from my external speakers and microphone to a headset?

A: We recommend using a headset to ensure the great quality of audio. A headset will elliminate the voice looped back (echo) to sender. To switch your audio device, please go to "Start" => "Settings" => "Control Panel"; double click the "Sound and Audio Devices"; Select the "Audio" tab; Select your preferred device. If you headset is USB based, make sure to select the right one. If your headset is the regular model (with 2 3.5mm plugs), please make sure to plug-in the Pink/Red one to the MIC port of your sound card. The Green/Black one to the OUT port of your sound card.

Q: My USB microphone is not working with Mac OS X, why?

A: Apple decided not to support JavaSound (USB devices) any more. However, the built-in microphone is still functioning well. Or, if you have a USB webcam with built-in mic, it will also work correctly.

 

 

Q: Can I save the illustrations on the whiteboard?

A: Yes. All pictures, lines, shapes, and texts on the whiteboard can be saved as a single image file in PNG/JPG/GIF format.

Can I use my PowerPoint slides with the whiteboard?

A: Yes. Our software supports converting PowerPoint slides (static images, no animations) on client's PC and uploads to whiteboard. If you need to share your animated PPT/PPS files, please use Application Share to share the screen. Note: If you use Application Share to display your PPT/PPS with animations, it will take more bandwidth on user ends.

What about other Windows document?

A: The AccuLive Virtual Printer helps you convert any printable Windows documents into image format and upload to whiteboard. You can upload Word, Excel, PDF, EPS, PSD, and many other popular formats.

 

Q: Is the AccuLive Commander software compatible with firewall/proxy (NAT friendly)?

A: AccuLive Commander users might experience problems connecting to AccuLive Network due to installed proxy or firewall in their network. Here are some technical information:

Proxy Settings:

Proxy Host: Enter the IP address of your proxy server
Port: Enter the port of your proxy server receiving this request
User ID: Enter your network username if it's required
Password: Enter your network password

If you enter above information and connect to AccuLive network successfully, you may skip the following steps. Otherwise, your computer might be protected by a firewall. Please follow instructions below to solve the problem.

Firewall:

AccuLive Commander needs unrestricted outgoin TCP/UDP connections to some TCP and UDP ports. If you fail to connect to AccuLive service, it is likely that your firewall is blocking these and you need to open up some outgoing TCP/UDP connections. Note that this is about outgoing connections, not incoming connections. In most firewalls, you have to specify a destination port or port range to open. There are several options for AccuLive Commander to work:

Ideally, outgoing TCP/UDP connections to all ports (1024 ... 65535) should be opened. This option results in working most reliable. This is only necessary for your AccuLive Commander to connect the AccuLive server and will not make your network any less secure.

If the above is not possible, open up outgoing TCP connection to port 2116 to 2118 and UDP from port 9001 to 9100. If opening UDP is not possible, AccuLive Commander will switch voice communication to use TCP port 9101 to 9200. Please open up TCP port 9001 to 9200

 

What protocols are used in AccuLive Commander?

A: By default, AccuLive Commander sends voice packet in User Datagram Protocol (UDP). If the UDP is not allowed in your network, our system will switch to TCP for sending voice packets.

 

When I tried to sign in online classroom, why didn't I see any other people in the classroom?

A: You are not connected to the AccuLive Server. Your firewall blocks outgoing traffic to port 2116-2118 (TCP) at our server. Please talk to your network administrator. Our firewall friendly version of AccuLive Commnader sends voice packets via port 80/443. Please contact our Tech Support for more detailed information.

 

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