FAQ
Frequently Asked Questions Forum
Feel free to look through our FAQ section if your are experiencing any difficulties. If for any reason the answer you are looking for is not listed please contact our technical support team by email. We promise to get back to you within 24 hours with a response.
If you have any suggestions or further questions about our products and services please use the Suggestion Box to let us know. We are always looking to improve.
Question:
My video is not showing in the little window. Where is my video?
Answer:
There are several possibilities why your camera may not be working, try the following:
- Click the Connect button to synchronize the connect between you and the person you are trying to connect with.
- Right-click the video area and choose Settings. Click the Web Camera button within the Settings dialogue box. Make sure the camera you are using is the one selected in the drop-down list. If it is not, select it. (It may be necessary to logout and the login again to have the camera initialize.) Close the dialog box
- Check to make sure your camera is connected.
- Ensure the camera is pointing towards you at an angle that will show your picture.
Question:
My audio has a lot of feedback and echo.
Answer:
There are several reasons this could be occuring. Please check the following list for solutions:
- The microphone may be too close to the speakers. This can happen even with built in ones for laptops. Try moving the speakers and camera away from each other for desktop computers. If you are using a laptop with built-in speakers, look on the manufacturer's site for updated software that addresses this problem. An alternate solution is to use headphones.
- If you get a persistant echo, right-click the video area in the Reading Room and choose Settings (You may hear a lot of feedback when you make this selection.) Select the Microphone button and click the Reduce echo option button. Close the dialog box.
- If you are using an external web camera that has a built-in microphone and your laptop has a built-in microphone you may get feedback or an echo. To resolve this adjust the Control Panel setting for Sound - Audio input and output for your computer to indicate which microphone you wan to use. Make sure you also check the Microphone settings within our software, right-click on the video area in the Reading Room and choosing Settings. Click the Microphone button and select the microphone you are using from the drop-list.
Question:
The menus don't display properly.
Answer:
Make sure you are using Internet Explorer 7 0r 8 and have Flash Media Player 10.0 or better installed.
Question:
My video is very dark. How can I fix it?
Answer:
Make sure there is adequate light in the room.
Question:
No video is showing up for either myself or the person I am reading to.
Answer:
Make sure you have installed the newest version of Flash Player. Go to http://www.adobe.com/products/flashplayer/ :.
Click the Connect button.
Question:
My video is very blurred
Answer:
There may be a focus ring on the front of your camera. Turn it to adjust your focus. Also too much direct light behind the video subject may cause blurring. Make sure you or they are sitting in an area that has the light to the side, behind or above the camera. It is normal to have some blurring if the subject is moving.
Question:
There is a delay in the audio when I am reading the book.
Answer:
There may be a slight delay due to video streaming technology. Wait a few seconds before turning a page to let the person receiving the video catch up.