iSee Support

Installation

Q: How can I download iSee

A: Downloading and installing iSee is a very easy to do and can be done in a few clicks. In order to download iSee please go to our Getting Started page and follow the instruction. 

Q: On Mac you receive the message, App can’t be opened because it is from an unidentified developer

A: This occurs for any application which is not distributed via the Apple App store (http://support.apple.com/kb/ht5290). This is a feature of Gatekeeper on OS X from 10.7.5 on.

To proceed and install iSee simply:

  1. In Finder, right click or Control-click on the iSeeBootstrapperMac package in the downloads folder
  2. Select Open from the top of contextual menu that appears

Q: My proxy is set correctly but the installer pops up a Proxy Details Required box

A: This currently applies to Windows 8.1 and only happens during the installation. Don’t enter your proxy details into this box, simply press the Submit button with the details left blank.

Connecting

Q: I can’t log into iSee

A: This is usually due to a network configuration issue on your computer.

  • Check your computers proxy settings and ensure they are correct for the network you are currently connected to
  • Check you are only connected to one network, either LAN, WiFi, tethered or 3G. Disable or disconnect additional networks
  • Check you can browse an external web site with your default browser
  • Check iSee is set to Use Default Proxy on the iSee proxy settings page
  • Launch iSee and login

Q: There should be people in an iSee session but I can’t see them

A: You have either connected to the wrong Organisation / Session or your client has failed to connect to the server correctly.

  • Check the Organisation and Session details provided to you in the iSee meeting invite. If in doubt exit the Session and re-enter
  • If the status indicator (top right of the iSee window) doesn’t light up (usually three bars) but remains grey your client has not connected correctly, exit iSee and re-launch. If the problem persists contact your iSee Organisation administrator

Q: Connecting using boarder authentication

A: If your organisation uses boarder authentication please follow the procedure below when connecting with iSee.

  • Ensure system proxy settings are correct
  • Establish boarder authentication following your organisations instruction
  • Download and install iSee from (www.iseevc.com.au) 
  • Launch iSee
  • Enter your iSee username and password
  • Click on the Proxy button and check your organisations proxy details are correctly entered
  • Return to login page by pressing the Login button and click the main Login button

Q: Connecting from behind a firewall

A: iSee uses real time video and audio necessitating the use of a number of TCP and UDP ports. Some corporate firewalls block these ports.

If you experience difficulty connecting contact your network administrator to help configure the firewall settings required for iSee.

iSee server domain names (iSee Enterprise Uno)

audio.enterpriseuno.servers.iseevc.com

ftp.enterpriseuno.servers.iseevc.com (optional for file saring)

media.enterpriseuno.servers.iseevc.com

video.enterpriseuno.servers.iseevc.com

iSee Required Ports

TCP 80

UDP 4502

UDP 34500

UDP 33000

The above ports should be configured for bidirectional access.

Q: I cannot see display boards created and content uploaded by other users

A: Please check that you have connected properly to the iSee servers. You can do this by checking the network indicator bars on the top right corner of the iSee window. You should have 3 white bars indicating a Good connection, 2 white bars indicating an average connection and 1 white bar indicating a weak connection. If you have no white bars (only 3 grey bars), this means that you have not connected properly to the server. Please exit iSee, check your network connection and re-launch iSee.If the problem persists, it is possible that your network is congested. Please check your download and upload bandwidth using an online bandwidth measuring tool such as www.speedtest.net 

iSee”s recommended upload bandwidth is 0.5 Mbps.

Please contact the iSee support team for further help regarding this issue.

Q: I connected to an iSee session but I get a red notification saying “Failed to connect to the video relay server”

A: You will get this notification if you have not connected to the iSee Video server. Please exit iSee and try to reconnect.

This will most likely be a firewall or anti-virus issue where your firewall or anti-virus software may be blocking ports required for iSee to function. Please refer to the FAQ “Connecting from behind a firewall”

Q: Something went wrong where do I find the log files

A: If you experience a problem with iSee you may be able to find out what happened by looking at the iSee logs, you can also send these files to support@iseevc.com

(Depending on the policies of your iSee Service Provider some logs may not be generated)

Windows log files

iSee log file:

C:\Program Files (x86)\iSee\iSee_Data\output_log.txt

iSee detailed network logs:

C:\Users\currentuser\AppData\Local\iSee\NetworkLog

Unity Grame Crash:

In the event of a Unity Game Crash message a crash report folder will be generated, the folder name will consist of the crash and ant time (yyyy-mm-dd-hhmmss)

C:\Program Files (x86)\iSee\

Mac log files

Unity Logs:

Open a Console

Under the Files section in System Log Queries find:

~/Library/Logs/Unity/Editor.log

iSee detailed network logs:

Open a Terminal and enter:

cd ~

cd .local/share/iSee\\NetwrokLog/

Q: Something went wrong where do I find the log files

A: If you experience a problem with iSee you may be able to find out what happened by looking at the iSee logs, you can also send these files to support@iseevc.com

(Depending on the policies of your iSee Service Provider some logs may not be generated)

Windows log files

iSee log file:

C:\Program Files (x86)\iSee\iSee_Data\output_log.txt

iSee detailed network logs:

C:\Users\currentuser\AppData\Local\iSee\NetworkLog

Unity Game Crash:

In the event of a Unity Game Crash message a crash report folder will be generated, the folder name will consist of the crash and ant time (yyyy-mm-dd-hhmmss)

C:\Program Files (x86)\iSee\

Mac

Unity Logs:

Open a Console

Under the Files section in System Log Queries find:

~/Library/Logs/Unity/Editor.log

iSee detailed network logs:

Open a Terminal and enter:

cd ~

cd .local/share/iSee\\NetwrokLog/

Audio/Visual

Q: I can hear people but they can't hear me

A: Check the audio activity indicator in the top right hand corner. When you talk the icon will light up, if it is not lighting up check the following.

  • Check your computers audio input is not muted
  • Check the iSee microphone control (top bar) is not muted
  • Exit iSee and launch again, double check and test your microphone setup on the iSee Audio and Video Configuration panel before pressing Save and Close
  • Check your computers microphone configuration via your system control panel.

Q: When using a USB headset audio still comes through my built in speakers

A: Check your default audio output device in you computers control panel, iSee will always use your computers default audio output device. Usually the default device will change when you connect a USB headset but this is not always the case.

Q: Audio is audible but sounds garbled

A: Some audio hardware is not compatible with iSee.

If you are using third party audio hardware with your computer and the audio in iSee sounds garbled please remove the third party audio hardware and use your computers original audio hardware.

If your computer doesn't has standard audio hardware please try alternative audio hardware:

There are known issues with:

  • Some USB headsets
  • Phoenix Duet speakerphone

Q: I clicked on the “Test Audio” button but I cannot hear myself. Also the “Mic Level” meter does not show any activity

A: Please ensure that the correct microphone device has been selected from the “Choose Mic” drop down list.

Ensure that your microphone is not muted. Many headsets have a mute switch on the lead that may have accidentally been turned on.

If you are sure that you have the correct microphone device selected and still do not see any activity in the “Mic Level” meter, please check your microphone device with an external audio application such as “Sound Recorder” for Windows computer or the “Input” tab under “Sound” in “System Preferences” on a Mac computer.

On Mac computers, go to System Preferences -> Sound to ensure that your microphone device and output device (Headset or Speakers) are the active devices. If not, please select them as the active devices and re-launch iSee.

You should not unplug or plug in audio devices while iSee is running. If you do, you must close and re-launch iSee. 

Q: I hear a lot of background noise in the environment. It is really annoying and I cannot have a proper conversation with others in the environment

A: It’s highly possible that one of the users in the environment is using an array microphone which is the type of microphone most modern notebooks are fitted with. These types of microphone devices generally are highly sensitive and pick up a lot of background noise which can be quite disturbing in an iSee session.

Background noise can also be a problem when a user is using their Speakers as the default output device. We recommend that all users use external headsets with microphones for the best iSee experience.

If you can identify the person causing the background noise, you can move away from them or request them to mute their microphone while not talking. iSee supports the Push to Talk feature which can very effective in this situation.

Moving Around

Q: How do I move in iSee

A: You three options for moving around in iSee, using your mouse, using your keyboard (arrow keys or WASD) or using your trackpad. When you are in an iSee session press the ‘h’ key to display the help screen for moving around in iSee.

Q: I am stuck and cannot move using my arrow keys

A: Please ensure that you are not using the Straight View feature on a display board. If you are in Straight View you will not be able to move around the environment using the arrow keys or the mouse. You will have to right click on the board in front of you and click on Exit Straight View to go back to your normal first person view.

Q: I teleported to another person and can hear them but I cannot see them in the environment

A: When you teleport to another person in iSee, you are teleported to the exact position of the user you selected. This means that you will have landed on top of the person you selected. This is the reason you can hear them but cannot see them. Please use your left/right arrow keys or click and drag your mouse to swivel around and you should be able to see them.

Q: When I press the teleport button, I cannot see the name of the user I want to teleport to

A: The name of the person you want to teleport to may not be visible. Please use your mouse scroll wheel or track-pad scroll gesture to scroll down the full list of users.

Collaborating

Q: How do I right click on a Mac - Secondary Click

A: Below are two methods of performing a right click on a Mac. The most common is to use the control key (Ctrl), press and hold the Control (Ctrl) key while you click the mouse button. 

If you don't have a mouse but only have a trackpad you can enable the two finger trackpad right click. This can be done via the following procedure:

  • System Preferences -> Trackpad
  • Open the Trackpad and navigate to the Point & Click tab
  • heck Secondary click is checked and the Click or tap with two fingers option is selected
  • You will see a short video example of the proper way to click
  • If you now go to Finder and use the two finger method as shown in the video the context menu should appear, apply this method whenever you need to right click in iSee

Further information and details can be found at http://www.wikihow.com/Right-Click-on-a-Mac

Q: Password Protected PowerPower Point presentations don’t appear

A: iSee doesn’t currently support password protected PowerPoint presentations, please don’t attempt to upload a password protected PowerPoint presentation

Q: Documents of greater than 5 MB in size don’t appear on the iSee presentation boards

A: iSee limits the size of documents which can be uploaded to display boards to 5 MB. If your presentation is greater than 5 MB it will not appear on the presentation boards within iSee. iSee limits the size of documents because the upload of large documents will limit bandwidth available for iSee.

Q: When I press the share button for file sharing, I cannot see the name of the user I want to share my file with

A: The name of the person you want to share your file with may not be visible. Please use your mouse scroll wheel or track-pad scroll gesture to scroll down the full list of users.

Q: I uploaded a PDF file onto a display board but I (and others) cannot see it on the display board

A: A few PDF files created with the latest version of Adobe Acrobat may not be compatible with iSee. If you encounter this issue please ensure that the PDF file size is less than 5MB.

If you create PDF documents using Adobe Acrobat, please use version 6 or lower.

Q: I browsed and clicked on an image/document I wanted to upload and nothing happened. Also I cannot get back to iSee

A: This issue will only occur if you are using iSee in the full screen mode on a Windows computer. When in full screen mode, if you right-click on a display board and click on the “Upload” button, the iSee window will minimize and open a file browser. When you browse and select the image/document that you want to upload, iSee will not go back to full screen mode. You will have to manually click on the iSee icon in the Windows bottom taskbar to go back to full screen mode.

Q: I clicked on the record button and started recording but nothing happened. Also I cannot get back to iSee

A: This issue will only occur if you are using iSee in the full screen mode on a Windows computer. When in full screen mode, if you click the “Record” button, the iSee window will minimize and open a file browser. When you browse and save the recording, iSee will not go back to full screen mode. You will have to manually click on the iSee icon in the Windows bottom taskbar to go back to full screen mode

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