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Meetings are not supported in the Google Chrome web browser at this time. If you are still experiencing problems or see error messages while installing the plug-in for Meetings, try these solutions.
How do I fix my meetings plug-in installation?
Meetings are not supported in the Google Chrome web browser at this time. If you are still experiencing problems or see error messages while installing the plug-in for Meetings, try these solutions.
Installing the Webplayer
Install from the Meetings (New) page. To check whether you have already downloaded the latest version of the Webplayer, click this link: https://apps.na.collabserv.com/meetings/sthome and click Install via a Browser.
1. Log in to your account.
2. Select Apps > Meetings (New).
3. Install the meetings plug-in
- For Windows, click the Install via a Desktop Installer link in the sidebar. A window appears.
- For Mac, click the Install the Meetings Plug-in link in the sidebar. A window appears.
Click the Install via a Desktop Installer link in the sidebar. A window appears.
4. Click Save File. The file is saved to your local Downloads folder.
5. Close all open browser windows.
6. Right-click the downloaded setup.exe file. A menu appears.
7. Select Run as an Administrator.
Restart the browser
Sometimes there are miscellaneous browser issues. Close all instances of your browser, such as Microsoft Internet Explorer or Mozilla Firefox, then restart the browser and try again.
Ensure you are not using Internet Explorer 64 bit
Microsoft Internet Explorer 64 bit is not supported for audio. In Internet Explorer, click Help > About Internet Explorer to see if your browser version is a 64 bit version.
Ensure ActiveX controls are allowed
If you are using Internet Explorer, ActiveX controls must be allowed for the plug-in to work. Follow these steps to allow ActiveX:
1. From Internet Explorer, click Tools > Internet Options.
2. On the Security tab, click Custom level.
3. Set these fields as follows:
Field | Setting |
Table 1. Settings to enable ActiveX |
|
Binary and Script Behavior | Enable |
Download signed ActiveX Controls | Prompt |
Only allow approved domains to use ActiveX without prompt | Enable |
Run ActiveX Controls and plug-ins | Enable |
Script ActiveX controls marked safe for scripting | Enable |
4. Click OK. Click OK again.
5. Clear the cache and cookies. To do that, click Tools > Safety > Delete Browsing History.
Add certificates to avoid the "Publisher is Unknown" error
If you see a "Publisher is Unknown" error in Internet Explorer, then you need to add the Certificate Authority root certificates to your browser. Follow these steps:
1. In Internet Explorer, click the Unknown Publisher link, and then click View Certificate.
2. In the window that opens, click the Certificate Path tab.
3. Select the certificate that shows a red cross on the certificate name.
4. Click View Certificate, then click Install Certificate, and then click Next.
5. Select Place all certificates in following store, click Browse, and then select Trusted Root Certification Authorities.
Upgrading the Webplayer
Reinstalling the Webplayer is a Windows specific issue that requires the user to edit the registry. Mac OS does not have a registry.
1. Click Start > Run.
2. Type regedit in the Open field.
3. Click OK.
4. Give your password if prompted.
5. Use the table of contents in the sidebar to navigate to HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders.
6. Check for the AppData and Local AppData keys within the User Shell Folders folder.
7. If the AppData and Local AppData keys are missing, contact your IT helpdesk and tell them there is a problem with your Windows installation.
"Meetings audio plug-in failed to install" error
If you see a "Meetings audio plug-in failed to install" error, check your proxy settings.
1. Check if HTTP Proxy configured in browser required authentication . If yes, then use the non-authenticated proxy. Authenticated proxy configuration is not supported by the audio plug-in.
2. Check if .pac file settings are correct and confirm with Administrator that HTTP Proxy configured is allowed to make connection with IBM Connections on Cloud servers.
3. Set the IBM Smartcloud Media destination folders.
- If your URL contains apps.ap.collabserv.com, you must connect to the Datacenter in Japan:
- For all audio/video traffic, stavturn.ap.collabserv.com, Port 443 and 3478
- For all signaling traffic, stavsippr.ap.collabserv.com, Port 443
- If your URL contains apps.ce.collabserv.com, you must connect to the Datacenter in Europe:
- For all media traffic, stavturn.ce.collabserv.com, Port 443 and 3478
- For all signaling traffic, stavsippr.ce.collabserv.com, Port 443
- If your URL contains apps.na.collabserv.com, you must connect to the Datacenter in North America
- For all media traffic, stavturn.na.collabserv.com, Port 443 and 3478
- For all signaling traffic, stavsippr.na.collabserv.com, Port 443
If you are still having issues send log files to Support
Try removing the plug-in manually, and reinstalling. If the problem persists, share the InstallLogs folder with Support. Follow these steps:
1. Open the following directory, depending on your system:
- Windows XP: %APPDATA%\IBM\SmartCloud\Sametime WebPlayer\
- Windows 7: %USERPROFILE%\AppData\LocalLow\IBM\SmartCloud\Sametime WebPlayer\
- Mac OS X: $HOME/Library/Application Support/IBM/SmartCloud/Sametime WebPlayer/
2. Create a .zip file of the InstallLogs folder, and share that with Support.