Webinars in iSpring Learn: Minimal system requirements and network settings

Before hosting a webinar, it’s essential to test the connection and key features in advance. In this article, we will describe some possible issues and explain what requirements have to be met for flawless work.

Supported platforms

  1. The latest versions of Google Chrome, Mozilla Firefox, and Opera on Windows and Mac computers. We recommend using Google Chrome.

  2. Android tablets and smartphones with Google Chrome installed

Network and internet connection

To join a webinar and use it seamlessly, please ask your system administrator to check the following:

  1. The client should have access to the following hosts:

    • tokbox.com and all its subdomains (*.tokbox.com, e.g. api.tokbox.com)

    • opentok.com and all its subdomains (*.opentok.com, e.g. static.opentok.com)

    • ispringlearn.com and all its subdomains (*.ispringlearn.com, e.g. webinar.ispringlearn.com)

  2. Access to ports:

    • Access for outgoing traffic via TCP port 443 is open

    • Access for incoming and outgoing traffic via UDP ports 1025-65535 is open

Connectivity diagnostics

Every time you connect to a webinar, a connectivity check is done to test:

  1. Ability to use the current browser

  2. Ability to connect to specified hosts via specified ports

If any errors are found, you will see the following window:

Diagnostics results

You can start diagnostics manually before connecting to a webinar. To do this, please follow the link: https://webinar.ispringlearn.com/connectivity_check?language=en

The Run Diagnostics button is also available when you’re creating or editing a webinar, on the registration page, and when waiting for a webinar to start.

Possible issues and how to solve them

Issue

How to solve it

Your browser is not supported: please use Chrome or Firefox to join the webinar

See Supported platforms

No access to %ENDPOINT%

The client cannot connect to the specified host. Please contact your system administrator. It is necessary to verify that:

  1. There is access to the specified hosts

  2. When trying to access via HTTPS protocol, the connection is not blocked by a firewall or proxy. E.g., if there’s no access to webinar.ispringlearn.com, try going to https://webinar.ispringlearn.com

No access to %ENDPOINT% via port XXX

The client can not send packets to specified ports via specified host. Please contact your system administrator. Most likely the connection is blocked by a security policy or a firewall.

Other possible issues when working with webinars

Microphone and webcam

If a mic and a webcam are properly connected to the computer, you will be able to turn them on during the webinar, and their icons will turn green. Make sure that the other attendees are able to hear and see you clearly.

In some cases, the following issues may occur when working with microphones and webcams:

1. Your voice is not heard or poorly heard

If a mic is connected and its icon is green, but webinar attendees don’t hear or hardly hear you, please go to the settings in the webinar window. To do this, click the icon in the right upper corner and select Settings.

Webinar settings

If your mic is set up properly, the green bar showing the signal level should move when a sound signal is detected.

If the green bar is not moving or it’s hard to hear you, please set up the mic in the system settings and then refresh the webinar window or restart the browser.

Setting up a microphone in Windows
  1. Right-click on the sound settings on the taskbar and select Recording devices.

    Recording devices

  2. In the opened window, select a recording device and click Properties.

  3. In the Microphone Properties, go to the Levels tab and set a comfortable mic level.

Setting up a microphone in Mac OS
  1. Open System Preferences and go to the sound settings by clicking the Sound icon.

  2. Go to the Input tab, select a device, and set up its parameters.

  3. Save the changes.

2. Browser requests permission to access microphone or webcam

The browser shows a dialog box asking whether to allow access to a mic or webcam on the current page. Click Allow.

Device access window in Mozilla Firefox

Allow to use mic in firefox

If the device still doesn’t work (its icon doesn’t turn green), please refresh the page.

If you haven’t noticed this box, clicked through or accidentally closed it, the device won’t turn on. To reopen the window, click the microphone icon in the address bar of the browser.

Here’s how a device access window looks in Google Chrome:

Allow to use a camera in chrome

Click the camera icon to the right of the address bar to open the box again in Google Chrome.

Clickable camera button in chrome

After clicking on the icon, allow access to your devices. Select Always allow and click Done.

3. Microphone or webcam cannot be connected since it’s already in use by another application

In this case, you will see a pop-up message with information about the error. Make sure that all applications that might be using the devices are closed. For example, it might be Skype, other applications, browser tabs, etc.

Screensharing

To broadcast your screen, you should use a special browser extension. When you click the “Show screen” button, the system checks if the extension is installed.

If the extension has not been added yet, you will see a pop-up window asking you to install it. To use the screen sharing feature, you must add the extension.

Adding extension in Google Chrome

The browser may block the installation request, and you will see a notification about it. Click Allow.

Then you’ll see a box which lists the data the extension will be allowed to access. Click the Add extension button.

After installing the extension, choose what you’d like to share. It can be the entire screen (Your Entire Screen tab) or one of the currently running applications (Application Window tab).

Other issues

If your attendees see a black screen or the video skips, they are likely to have a slow internet connection.

  1. Try to disconnect your webcam and turn off the mics of the attendees who are not involved in the discussion

  2. Don’t use screen sharing to broadcast videos

If your attendees have a good internet connection, an unknown error might have occurred. Please try reloading the page.

If you have tried to join a webinar but nothing has happened for more than a minute (you see a blank window or a launch screen with a loading animation), most likely an unknown error has occurred. Try refreshing the page or opening a webinar in the latest version of one of the supported browsers.

If you are not able to solve an issue or have any other questions, please contact our technical support; they’ll be happy to assist you.

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