|How stable and scalable are RHUB appliances?|
|The RHUB appliances are designed for enterprises and service providers. The stability and scalability have been stress-tested by the RHUB service provider customers worldwide. These service providers rely on RHUB appliances to deliver high quality real-time web collaboration services to their customers.
Complying with the high standards of system stability and scalability demanded by service providers, the RHUB appliance should meet your needs.
|Do I need special IT skills to install an RHUB appliance? Do I need to maintain it?|
|If you know how to install and manage a home router, you are able to quickly install and setup the RHUB appliance within 10 to 30 minutes. All RHUB appliances come with the plug-and-play installation function.
The RHUB appliance family is maintenance free and highly available. You can always rely on the appliance to serve your critical meetings or remote-support sessions, 24×7. Software updates for appliances under warranty are automatic, and require no user intervention or IT work whatsoever.
|How do I ensure the best VoIP audio conferencing quality?|
|Please follow the tips below:
|How do I ensure the best image quality?|
|The following tips, list the ways to ensure the best image quality:
|How do I ensure the best speed?|
|TurboMeeting (and TurboSupport) is one of the few systems in the industry to deliver the fastest and consistent speed. To ensure you can have the best speed, please follow the suggestions below:
Hosted services may vary their performance depending on the load that they have at the time. Deploying an appliance that is sitting on your network gives you control over the performance, as opposed to not having control, when using hosted services.
What speed is considered good?
When the presenter’s screen (1024 x 768 pixel resolution for this discussion) changes completely, as an example, transitioning a PowerPoint slide, the system takes most time to move the presenter’s screen image to the viewer’s desktop(s). The time required for this update is what is used to measure the system’s speed. The following is the user experience regarding speed:
TurboMeeting can perform well, as in 1 to 2 seconds. To reach the speed, you would need at least 1.5 Mbps of Internet connection. If you don’t have the bandwidth, your meetings will continue, just at a slower speed.
|How much bandwidth does the system consume? What are the minimum bandwidth requirements?|
|A typical PowerPoint presentation session over broadband connection requires only 8 Kbps of bandwidth on an average. While the average bandwidth consumption is extremely low, your RHUB appliance does need sufficient bandwidth to support the peak traffic requirement. It is recommended to have 50 kbps of bandwidth per attendee. For example, if you want to support a meeting with 100 attendees, you should have at least 5 Mbps peak capacity to host your RHUB appliance.
If you plan to use a data center (co-location) from an ISP to host your RHUB appliance, you should always start with just 1 mbps for the appliance no matter how large the capacity of your RHUB appliance is. This is because ISPs typically charge only for the 95th percentile of bandwidth usage and the TurboMeeting average bandwidth consumption for regular web conferencing is low. Also, be aware that ISPs usually provide you with a very high burst bandwidth rate for free. In the US, it is usually as high as 100 Mbps. If your ISP requires you to pay for the burst rate, we suggest you start with 5 to 10 Mbps. The higher burst rate, the better the performance.
If you host the RHUB appliance at home or office, choose a cable Internet connection (e.g., Comcast cable) if possible. Cable connection provides you sufficient burst of bandwidth. A DSL connection is not recommended although it still works if you allow for longer delays, which may take 4 or more seconds to update a full screen. To test your Internet connection speed, use speedtest.net. Note that when you are the presenter, it is your upload speed that matters the most.
For the bandwidth requirement at the participant end, a slow 56 Kbps dial-up modem speed is acceptable for users using download TurboMeeting client software, so long as VoIP or video are not utilized. For a browser-only attendee using a browser, a minimum of 200 Kbps download speed (DSL speed) is recommended for optimum performance.
|How are software updates handled?|
|Your RHUB appliance checks the RHUB release server every day at 3:00 AM. If there is an update available, the appliance will automatically download it and install it. The auto-update function may be turned off at any time. The system clock and auto-update settings are available under the “System Settings” on the web-based system console.|
|Can I use my server to authenticate users?|
|You can use your own application server, such as a CRM server or LDAP / AD, to authenticate users so that all user authentications can go through a single system. Read the section on integration.|
|I have hundreds of remote computers to be accessed. How do I identify them for proper access using the RHUB appliance?|
|In order to remotely access a computer, you need to start a meeting with the meeting type “Remote Access to This Computer” on the computer and input a computer name. In order to organize hundreds of computers, you name the computer carefully with a group name, for example, “San Francisco, Sales Office, Brian’s XP”.
To access the remote computer, sign in on your TurboMeeting client and then click the “Active” meeting link. It will display all remote computers that are accessible. Type “San Francisco” in the search text box. It will display only those computers with “San Francisco” in the computer names. Locate the computer you are interested in. Click the meeting ID and type the meeting password. You can now access that specific computer.
|My appliance is not updated. What is wrong?|
|Your appliance will not update if it is out of warranty. Otherwise first check your DNS setting, which is on the “Configure Server IP Settings” page. Make sure you have the correct DNS address.
If your DNS setting is correct, go to “System Settings” page and see whether you have disabled the “Enable auto update of system (recommended) “. If it is disabled, click the “Update System Now” button to have your system updated.
If it still cannot update, the only reason left is that your firewall is blocking the HTTP connection between your RHUB appliance and the RHUB release server. Configure your firewall to unblock the outbound TCP connection via the port 80 without any filtering rules just for the RHUB appliance. You may block the HTTP traffic after you get the system updated.
|After I deploy my RHUB appliance behind my firewall, can I still invite attendees outside my firewall to join my meetings?|
|Yes, you can. All you need to do is to forward TCP traffic on ports 80, 443, and 8889 from your firewall/router to the RHUB appliance. The TCP port 8889 forwarding is mandatory although forwarding for 80 and 443 is optional. All firewall/router devices including home routers provide this port forwarding function.
When you host a meeting, leave the box “Only attendees from my network” un-checked (the default). See the figure below:
|Can anyone join my meetings?|
|You can invite anyone to join your meetings. You don’t need to register them in the system. They do not need an RHUB appliance. However, you do need to register manually (or use LDAP) those users who want to host meetings using your RHUB appliance.|
|Do I need a fixed public IP?|
|No, you do not have to have a static IP. The RHUB appliance has integrated with the dynamic DNS service provided by http://www.dyndns.com. All you need to do is to register a user account, and then input the account information into the RHUB appliance system. After that, you can use a domain name of your choice to access the RHUB appliance from anywhere over the Internet. The RHUB appliance will detect the changes of the public IP address of your router or modem and sync the changes with the DynDNS service.|
|Can I reserve port 80 and 443 of my IP address for other purpose?|
|Yes, you can. However, it will have the following impacts on your RHUB system:
Note that the TCP port 8889 has to be open to the public.
|How does the RHUB free audio conferencing work?|
|All RHUB appliances include landline audio conference call service at no extra cost. You may decide to use this service or choose your own audio conferencing method.
RHUB audio conferencing service provides a toll-based US number that can be dialed by all meeting participants. Depending on their Long Distance plan, participants may be charged their standard long-distance rate for calling this toll-based number, just as if they made a regular long-distance call.
RHUB does not provide toll-free audio conferencing service yet. You can select any of the audio conferencing services including your own audio conferencing bridge. Integrating with audio conferencing is as easy as inputting a call number to the TurboMeeting system. The call number will be passed to your meeting invitation messages and the TurboMeeting meeting control panel automatically.
In addition to setting up a system-wide call number, each user can define his own call number.
|How do I purchase add-on licenses?|
|Login to the web console of the RHUB appliance and issue a license request to your reseller. Upon payment, the reseller will issue a new license key that you can input into your RHUB appliance to upgrade your license.|
|Is a separate meeting room required for each registered user or can multiple users schedule a meeting?|
|No meeting room is required for a registered user. A meeting room in the RHUB system is a measure of license in terms of the maximum number of active concurrent meetings. Before a meeting actually starts, a user does not reserve any meeting rooms although he may have scheduled them.
You can register as many users as you want in the system. The system only controls the number of meetings that are active and the number of total participants (hosts and attendees) in those active meetings.
|I have a large screen. How do I limit what is viewed by the attendees?|
|You can define the view area by choosing an application or a monitor from the “show my” pull down of your control panel. Narrowing the showing area will improve speed.|
|Do RHUB appliances provide SSL encryption? Can they be accessed by SSL only?|
|Every RHUB appliance comes with a manufacturer’s default SSL certificate with the key length at 2048 bits. Though the certificate does not match your domain name, it won’t affect SSL-encrypted transmission between RHUB’s TurboMeeting client and the RHUB appliance. All user passwords, meeting passwords and meeting IDs are transmitted via SSL. By default, a screen image is transmitted with the RHUB proprietary encryption for efficiency.
You can configure your RHUB appliance in such a way that everything transmits over the Internet via SSL. Go to the system administration web console, click the “System Settings” link and check the option “Access this server only via SSL”. To match your own domain name, you need to purchase and upload your own certificate in order to avoid the annoying security alert that is due to the default RHUB SSL certificate when users visit your RHUB appliance web pages.
|Can anyone including RHUB staff access my appliance without my knowledge?|
|No, no one can access the appliance without your knowledge, including the RHUB staff. The RHUB appliances have passed intensive security checks by many of the RHUB customers including banks, companies making defense systems, government agencies and hospitals.
All RHUB appliances use a core and secure Linux operating system. The appliance has a built-in firewall. However, we still recommend you place it behind your firewall and block all inbound ports to the appliance except TCP ports: 80, 443, and TCP/UDP 8889.
In case you need support, requiring the RHUB staff access to the appliance, you need to login to the web console as a system administrator and execute a special command. While the RHUB support staff remotely accesses your appliance, they cannot retrieve any user passwords or passwords for remote access meetings. All those passwords are irreversibly encrypted in the database.
|How do I customize my TurboMeeting web page beyond my logo and organization name?|
|See the customization page for details.|
|Is Java required to run TurboMeeting?|
|No. Beginning in V5.0, Java has been completely removed because it has too many security issues from time to time.|
|How do I backup my appliance database?|
|Download the backup utility. Run the following command where the utility is saved:
RemoteBackupDatabase.exe server_address email password
where “server_address” is your appliance IP address, email and password are your admin user account.
Running the above command once will set up a configuration file for you. Next, you just run the command
which will generate a backup database with a unique name like this: Database.20100607165243.db. You can use the Windows “Scheduled Tasks” tool (under the Windows Control Panel) to execute the backup command daily.
For security reasons, you can only run this utility under the same network where the appliance is. If you need to run the utility over the Internet connection to your appliance, do the following:
Note that the backup file is used only for extreme cases such as upon failure of the appliance. The RHUB support staff can restore the database for you. This method is not designed for a user to complete.
|What support can I expect to obtain from RHUB should my appliance fail for any reason?|
|The RHUB warranty covers the hardware, software updates, technical support, and the audio conferencing bridge service. For appliances under warranty, should your appliance become inaccessible as a result of a failure in the hardware and/or a change in your network settings, simply contact the RHUB support team. We will quickly set up a user account on our servers to provide you web conferencing and remote support services at no extra cost while assisting you to resolve the current issues.
We have servers in Europe and Asia and keep adding more. Please tell our support staff your location in order to select a server closest to you.
|How to play sound from my computer for my attendees?|
|TurboMeeting’s VoIP is to transfer voice from attendees’ microphones. It does not transfer sound generated by other applications such as Skype or your movie players on your computer. In order to do it, follow the tips below.
Some Windows 7 and Vista PCs have a Microphone choice called “Stereo Mix” (or “What U Hear” or “Wave Out Mix” or “Mix”). In TurboMeeting choose “Use Mic & Speakers”, then click the “Setup” link. In Audio Settings, pull down the Microphone choices and select “Stereo Mix”. Now, the sound playing on your computer will be broadcast to your attendees. To use your Microphone again, you will need to click the “Setup” link, pull down the Microphone choices and choose your microphone from the list. “Stereo Mix” might need to be enabled using steps like this:
Some XP PCs have a “Stereo Mix” choice. In XP’s Control Panel, open “Sounds and Audio Devices”, click the “Audio” tab, under “Sound recording” click the “Volume…” button. In this “Recording Control” dialog, under “Stereo Mix” click the “Select” check box. Now, the sound playing on your computer will be broadcast to your attendees. Insure that the Speaker volume level is un-muted and loud enough on your computer. To use your Microphone again, open the “Recording Control” dialog and under “Mic Volume” click the “Select” check box.
Alternatively, run a 3.5mm Audio Male to Male Cable from your computer’s headphone jack to the same computer’s microphone jack. In TurboMeeting choose “Use Mic & Speakers”, then click the “Setup” link. In Audio Settings, pull down the Speaker and Microphone choices and select the choices that match with your headphone and microphone jacks. To use your microphone and speakers again, unplug the 3.5mm Audio Male to Male Cable; plug in a headset, or you might be able to automatically start using your built-in microphone and speakers.
XP Recording Control Audio Male to Male Cable
|Why does not my meeting show an RHUB audio conferencing number?|
|First make sure you have chosen to use “RHUB integrated audio conferencing service” on the “Audio Conference” setup page. Then make sure the followings are correct:
The reason for the above requirements is that the RHUB audio conferencing server needs to communicate with your appliance in order to offer an integrated audio conferencing service. If for security reasons you cannot offer the Item #2, contact the RHUB support for the RHUB audio conferencing server IP addresses so that you can limit the access to those IPs.
|How can I effectively report an issue to the RHUB support|
|TurboMeeting is a complicated real-time communication system that works in many different user environments with different operating systems, computer hardware, anti-virus software, firewalls, and internet connections. A general description such as “I have frequent disconnections” is not sufficient for us to fix a specific issue. Please follow the procedure below to report any issue you may have:
The RHUB support team will usually contact you within the same day. If you do not receive any response from us within 24 hours during the working week, please give us a call at 408-899-2831, extension 2.
Also, many issues may be answered by this FAQ already. Please take a quick look to see if your issues have been covered. Thanks!