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How do I upgrade to version 6 so I can have access to the portal?

Please send an e-mail to customerupdate@netviewer.com stating your desire for an update and including your existing contract number.

Your contract number is available here

Please note that any users that you have created as well as any previously planned sessions will have to be reentered in version 6. The versions run on two separate SaaS server systems. In most cases, you can run version 5 simultaneously as version 6 during the transition period of two months.

Information about new functions in version 6

How do participants join my sessions?

• Participants can join your sessions by going to our website www.netviewer.com and clicking on the button "Join a session" at the upper right of the screen. This will take them directly to our webstarter participant program www.netviewer.com/en/joinsession.
  Ask your participants to enter the session number into the proper field and then click on “Join now”. After the participant clicks on the button, the Flash-based web application will automatically bring the participant into your session.
  Short manual "Start Web Client"
  
  
• As an alternative, you can use the invitation function.
  Short manual "Email invitation"

Where can I download the participant program?

You can receive the participant program for free in the Service area of our website. From there, click on the sub-navigation entry "Download Center".

How can I integrate the webstarter into my website?

Short manual "Netviewer Webstarter"

Where can I manually download the old participant program in version 5?

Download Netviewer Support 5.1.1
Download Netviewer Meet 5.1.1

Download-Center

How can I replay sessions that were recorded in the *.nvl file format with the recording function? Where can I download the required Netplayer version 5?

Short manual "Netplayer"

Download Netplayer for version 5

Will Netviewer work on my participants’ computers?

Please refer them to our system test:
www.netviewer.com/en/service/systemtest

What is the minimum required bandwidth for using Netviewer?

Please download the free technical white paper “Network Bandwidth Use” for free here:
Whitepaper "Network Bandwith use"
Whitepaper "Performance"

Which servers and which ports does Netviewer use?

In order to establish a connection the Netviewer Server Infrastructure needs to be accessible:
Servers used by Netviewer: *.netviewer.com

Ports used by version 5 :

• HTTP-Port 80
• HTTPS-Port 443
• TCP-Port 2000

For more details concerning the products used please click here

When Netviewer starts, a proxy dialog asks me for an address and port. What should I do if I am not using a proxy?

If an existing network connection fails, Netviewer will use this dialog in an attempt to establish a connection to the Netviewer connection server.

There are three main reasons for this to occur:

• The wrong standard gateway has been entered at Start -> Settings -> System -> Internet Options, the “Connection” tab, under Settings for VPN and dial-up connections.
  Change these settings to “Dial whenever a network connection is not present”.
• Your personal firewall is blocking all applications that attempt to establish a connection to an external server. Configure this product so Netviewer is allowed access to the Internet.
• Your Internet connection has been interrupted (DNS problem, low data throughput, or other similar issues).

User Account Control (UAC) under Windows Vista or Windows 7 is preventing remote control.

Session moderators can have difficulties remotely controlling a PC that has UAC activated under Windows Vista and Windows 7.

If UAC is activated, a user account control message will appear when Netviewer starts (example taken from Windows 7). Because the Netviewer programs are executable files, the UAC will intervene and monitor the Netviewer functions.

Option 1: Acknowledge the message with “Yes”

You will need administrative rights to acknowledge the UAC message!
What do I have to know? A session can be started as usual.

What will happen if a UAC message appears on the participant side?

 

The moderator sees the message and can acknowledge it. The moderator can control the participant's PC without limitations.

 

Option 2: Cancel the message with “No”

What do I have to know? You can start a session as usual but you will not be able to control system programs remotely. This will apply also if the session participant confirms a new UAC message.

 

What will happen if a UAC message appears on the participant side?

The moderator will not see the UAC message (as in Option 1) and will be unable to proceed until the participant acknowledges or rejects the UAC message.

When Netviewer starts on a Dell computer, the application produces a blue screen. What is causing this?

This phenomenon occurs only on Dell PCs with a preinstalled Windows operating system.

The file that causes a blue screen is no longer installed. The integrated sound card is from IDT (www.idt.com) but the file "ctAudDrv.sys" belongs to Creative Labs Advanced Audio FX Engine.

Remove the problem as follows:

• Rename the file "ctAudDrv.sys" to "ctAudDrv.sys.bak" under "C:\Windows\System32\Drivers\".
• Restart the PC.
• Download and install the appropriate audio driver from the Dell website at www.dell.com, for example: ftp://ftp.us.dell.com/audio/IDT_92HDxxx-HD-Audio_A06_R213367.exe

Why is the screen content transferred only in black?

• When Netviewer Meet starts, it transfers only applications.
• Netviewer will not initially transfer the desktop, taskbar, and system.
• Netviewer Support generally transfers the entire screen contents.

In the Netviewer panel, click on the "Application Selection" menu item and select the applications that you want the other session participants to view. If another person must share his or her screen contents, ask this person to release the desired applications on their computer.

When video files are transmitted, the viewer’s screen remains black. How can I correct this problem so that the viewer sees the video stream?

• Please deactivate hardware acceleration for the graphics card by going through the Windows Control Panel.
• To do this, right-click on the desktop, select “Properties”, then “Settings”, then “Advanced”, and “Troubleshooting”. Slide the “Hardware acceleration” bar from “Full” to “None” and confirm by clicking on “Apply”.

I am using multiple monitors. How can I show or view the contents of the various monitors?

• Use the key combination [CTRL]+[ALT]+[S] to switch between the monitors of the partner in Show mode. Remote control must be active.
• Slide your Netviewer mini-panel to the monitor that you wish to show. Your participants will now see the monitor where the panel is currently located.
• Displaying all monitors is not permitted for security reasons.

For more information concerning shortcuts please click here:
Short manual "Shortcuts"

Using Netviewer Admin there is a security message to confirm. What can I do in order to avoid this because there is nobody available on the host-side being able to accept this dialogue?

This security message only appears when the Windows-session of the host PC has not been logged off or locked in order to prevent access without authority.
To avoid this security dialogue you've got three possibilities:

• Log off the Windows session on the host-side (Start -> Log off  -> log off "<Windows-user>")
• Lock the PC on the host-side ("Windows"-Key + "L")
• Activate a password-protected screensaver on the host-side (right-click to the Desktop -> properties -> screensaver ->set the delay -> tick the box "login credentials at reactivation")

If out of technical reasons there is no possibility to do this we can also deactivate this security dialogue.
Therefore please just contact the Netviewer sales-person in charge for your contract.
He/she is going to send you a document via email.
Just please sign and resend it back to us via fax.
Afterwards we'll be entitled to deactivate this dialogue on your contract.

What plug-ins are available and how can I install them?

Quickstart plug-ins are available for the following programs:
Outlook, Firefox, Internet Explorer, Skype

You can install these plug-ins yourself during the regular installation routine. In the installation dialog, all plug-ins are selected by default. However, you can modify the selections as desired.

The Skype plug-in lets you link the Netviewer invitation function with Skype.

Use the Netviewer Outlook planning plug-in to automatically add planned sessions to your Outlook calendar. Then you can start your Netviewer sessions directly from within Outlook.

After entering the session number as a participant, you receive the message: “An incorrect session number has been entered”, even though the session number is correct. What is the problem?

You are probably using a newer participant program in version 6.

As moderator, please make sure that the participants join the session through the webstarter www.netviewer.com/en/joinsession/ (as described above).

What should I do if I have problems with VoIP?

• Please note that the teleconference and VoIP may not be used together because they are two mutually independent systems.
• Make sure that the “VoIP” button in the VoIP tray is “on”.
• With the VoIP tray open, click on the drop-down menu (labeled with a gear icon) located at the bottom right of the tray. Under “Multimedia settings”, make sure that you have selected the right devices for “Output”, and “Microphone” in the “Audio” box.
  Check to make sure the selected devices are properly installed and ready for operation.

What should I do if I have problems with the teleconference?

Please note that the teleconference and VoIP may not be used together because they are two mutually independent systems.

Please click here for additional information:
Short manual „Teleconference“
Short manual „Teleconference phone numbers“

Does Netviewer work on the Mac and Linux operating systems or on iPhone, iPad, or other smartphones?

• Windows: 2000, XP, Vista, 7, Server 2000, Server 2003, Server 2008, 32- and 64 bit
• Mac: the webstarter loads the appropriate dmg file as described under Point 2.
• Linux: Participants can use the web client to join a Netviewer Meet session:
  Short manual „start Web Client “

Please note that functionality is limited on the Flash client.

NEW!
Netviewer now available for Apple iOS and Google Android.
Participate in Netviewer Meet or Webinar sessions without a PC. All you need is the Netviewer Mobile Client beta for Apple iOS and Google Adroid devices. Use the solution for cross-platform collaboration on PC and Mac. The integrated zoom function ensures that no details escape you. The automatic display adjustment for portrait and landscape mode helps you understand the big picture.
Download to your iPhone or Android smartphone for free now!

!Please note that you will need to upgrade to version 6 as described in Point 1.

 

Where can I find the logfile to send to the Netviewer Technical Support for an analysis if I have a technical issue?

When you start the Netviewer application locally you'll find the logfile (e.g. Netviewer_Support_log.txt or Netviewer_Meet_log.txt) in the same directory where you started it from.

Using MAC OS you'll find the logfile "Netviewer Participant.log" (for Version 5) bzw. "Netviewer.log" (for Version 6) under:
/<User>/Library/Logs
(<User> represents for the user logged in).