Remote Access, Web Conference, Webinar Software Delivered in Appliances

RHUB Support

The RHUB support is based on the current release, which is Version 4.2. If your appliance is not updated, check this RFQ.

Please use the contact form below to submit your support requests. The RHUB support is also available at 408-899-2831 (9:30am - 6:30pm PDT, Monday to Friday).

• Windows 2000, XP, 2003, Vista, 2008, 7

• 10.4 or later, Intel or PPC based

• A full fledged browser is available (view only)

1. How stable and scalable are RHUB appliances?
2. Do I need special IT skills to install an RHUB appliance? Do I need to maintain it?
3. How are software updates handled?
4. Can I use my server to authenticate users?
5. I have hundreds of remote computers to be accessed. How do I organize them with the RHUB appliance?
6. My appliance is not updated. What is wrong?
7. After I deploy my RHUB appliance behind my firewall, can I still invite attendees outside my firewall to join my meetings?
8. Can anyone join my meetings?
9. How much bandwidth does the system take? What are the minimum bandwidth requirements?
10. Do I need a fixed public IP?
11. Can I reserve port 80 and 443 of my IP address for other purpose?
12. How does the RHUB free audio conferencing work?
13. How do I purchase add-on licenses?
14. Is a separate meeting room required for each registered user or can multiple users schedule a meeting for a room?
15. I have a large screen. How do I limit what is viewed by the attendees?
16. Do RHUB appliances provide SSL encryption? Can they be accessed by SSL only?
17. Can anyone including RHUB staff access my appliance without my knowledge?
18. How do I customize my TurboMeeting web page beyond the logo and organization name?
19. Is Java required to run TurboMeeting?
20. How do I backup my appliance database?

RHUB appliances are designed for both individual organizations and service providers. The stability and scalability have been well stress-tested by RHUB service provider customers worldwide. They rely on RHUB appliances to deliver high quality real-time web collaboration services to their customers. For example, one service provider has been using a TM-500 to support over 500 concurrent users during peak time although TurboMeeting-500 is licensed to support only up to 100 concurrent users.

Complying with the high standards of system stability and scalability demanded by service providers, the RHUB appliance should meet your needs in terms of the system stability and scalability.

If you know how to install and manage your home router, you are able to quickly install and setup RHUB appliances within 10 to 30 minutes.

RHUB appliance hardware (TM-200, TM-500 and TS-300) uses the components similar to those in your home and business routers. The hardware is extremely stable, no moving parts whatsoever. Just as you don't need to take care of your home router after it is installed, you don't need to maintain your RHUB appliance either. When new software is available, your RHUB appliance will automatically be updated. The RHUB appliance supports your critical meetings or remote-support sessions 24 x 7.

Your RHUB appliance checks the RHUB release server everyday at 3 AM. If there is an update available, the appliance will automatically download and install. If you do not want the auto-update function, turn it off and use the manual update function. The system clock and auto-update settings are available under the "System Settings" on the web-based system console.

We encourage all of our RHUB clients to register at RHUB in order to receive system release notes from RHUB when software updates are available. The registration link is shown on the web administration console.

Yes, you can use your own server such as a CRM server or LDAP to authenticate users so that all user authentication can go through a single system. Read the instructions for the integration.

In order to remotely access a computer, you need to start a meeting with the meeting type "Remote Access to This Computer" on the computer and input a computer name. In order to organize hundreds of computers, you name the computer carefully with a group name, for example, "San Francisco, Sales Office, Brian's XP".

To access the remote computer, sign in your TurboMeeting client and then click the "Active" meeting link. It will display all remote computers that are accessible. Type "San Francisco" in the search text box. It will display only those computers with "San Francisco" in the computer names. Locate the computer you are interested. Click the meeting ID and type the meeting password. You can access the computer now.

Your appliance will not update if it is out of warranty. Otherwise first check your DNS setting, which is on the "Configure Server IP Settings" page. Make sure you have a right DNS address.

If your DNS setting is correct, go to "System Settings" page and see whether you have disabled the "Enable auto update of system (recommended) ".  If it is disabled, click the "Update System Now" button to have your system updated.

If it still cannot update, the only reason left is that your firewall is blocking the HTTP connection between your RHUB  appliance and the RHUB release server. Configure your firewall to unblock the outbound TCP connection via the port 80 without any filtering rules just for the RHUB appliance.  You may block the HTTP traffic after you get the system updated.

Yes, you can. All you need to do is to forward TCP traffic on ports 80, 443, and 8889 from your firewall/router to the RHUB appliance. The TCP port 8889 forwarding is mandatory although forwarding for 80 and 443 is optional. All firewall/router devices including home routers provide this port forwarding function.

When you host a meeting, leave the box "Only attendees from my network" un-checked (the default). See the figure below:

You can invite anyone to join your meetings. You don't need to register them in the system. They do not need an RHUB appliance. However, you do need to register those users who want to host meetings using your RHUB appliance.

A typical PowerPoint presentation session over broadband connection requires only 1K bytes per second bandwidth on average. The peak speed varies depending on your available bandwidth.

For meeting hosts and interactive meeting attendees, the slow 28Kb dial-up modem speed is supported. For browser-based view-only webinar attendees, a minimum 200Kb download speed is recommended.

No, you do not have to have a fixed IP. The RHUB appliance has integrated with the dynamic DNS service provided by http://www.dyndns.com. All you need to do is to register a user account, either a free one or a paid one. Then input the account information into the RHUB appliance system. After that, you can use a domain name of your choosing to access the RHUB appliance from anywhere over the Internet. The RHUB appliance will detect the changes of the public IP address of your router or modem and sync the changes with the DynDNS service.

Even if you have a fixed IP, it is still desirable to use the DynDNS service, which will allow you and your attendees to access your RHUB appliance by an easy-to-remember name rather than an IP address.

Yes, you can. However, it will have the following impacts to your RHUB system:

1. Your meeting server URL, which is shown in your meeting invitations, has to carry the port 8889 number, for example, http://webmeeting.acame.com:8889.
2. Some of your attendees may not be able to join your meetings since their firewalls do not allow traffic via any ports other than the standard Internet ports 80 or 443.
3. The meeting IDs, meeting passwords and user passwords will transmit over the Internet in plain text without SSL encryption.
4. You and your attendees will experience a longer time for the first-time connection since the TurboMeeting client will try to use the port 443 SSL connection and eventually fail over to the port 8889. After the first-time connection, the next connections will be fast as the TurboMeeting client remembers the working port.

Note that the TCP port 8889 has to open to the public.

All RHUB appliances include audio conference call service at no extra cost to you. You may decide to use this service or choose your own audio conferencing method.

RHUB audio conferencing service provides a toll-based US number that can be dialed by all meeting participants. Participants are then charged their standard long-distance rate for calling this toll-based number, just as if they made a regular long-distance call.

RHUB does not provide toll-free audio conferencing service. You can select any of audio conferencing services including your own audio conferencing bridge. Integrating with audio conferencing is as easy as inputting a call number to the TurboMeeting system. The call number will be passed to your meeting invitation messages and the TurboMeeting meeting control panel automatically.

In addition to setting up a system-wide call number, each user can define his call number.

Login to the web console of the RHUB appliance and issue a license request to your reseller. After payment, the reseller will issue you a new license key that you can input into the RHUB appliance to upgrade your license.

No meeting room is required for a registered user. A meeting room in the RHUB system is a measure of license in terms of the maximum number of active concurrent meetings. Before a meeting actually starts, a user does not hold any meeting room although he may have scheduled many meetings.

You can register as many users as you want in the system. The system only controls the number of meetings that are active and the number of total participants (hosts and attendees) in those active meetings.  

Regardless of how large your screen is and how many monitors you have, the default view to your attendees is the scaled down version of your screen that fits your attendees' screen. This fit-to-screen display may not display a clear screen of yours because of the scale down effect. We suggest you select an application or a monitor to show. This also improves meeting traffic speed because only a portion of a screen image is transferred.

Every RHUB appliance comes with a manufacturer's default SSL certificate with the key length at 2048-bit. Though the certificate does not match your domain name, it won't affect SSL-encrypted transmission between RHUB's TurboMeeting client and the RHUB appliance. All user passwords, meeting passwords and meeting IDs are transmitted via SSL. By default, a screen image is transmitted with RHUB proprietary encryption for efficiency.

You can configure your RHUB appliance in such a way that everything transmits over the Internet via SSL. Go to the system administration web console, click the "System Settings" link and check the option "Access this server only via SSL". In addition, you need to upload your own certificate in order to avoid the annoying security alert that is due to the default RHUB SSL certificate when users visit your RHUB appliance web pages.

No, no one can access the appliance without your knowledge, including the RHUB staff.

For TM-200, TM-500 and TS-300, the appliance is self-protected. You can simply place the appliance outside your firewall and router.

TM-250E, TM-550, TM-600, TM-800, TM-1000 and TS-700 are deployed in a regular Linux server. You need to place it behind your firewall and block all inbound ports to the server except the TCP ports: 80, 443, and 8889. The system is configured with a default password, which you should change after installation.

In case you need the support that requires the RHUB staff access to the appliance, you need to login to the web console as a system administrator and execute a special command. While the RHUB support staff remotely accesses your appliance, they cannot retrieve any user passwords or passwords for remote access meetings. All those passwords are irreversibly encrypted in the database.

See our customization page for more details.

No, Java is not mandatory. However, Java is used to facilitate the initial user experience to download and launch TurboMeeting. TurboMeeting client software itself is not dependent on Java in any way. If you do not have Java installed, you will be directed to a page to download the TurboMeeting executable and run it.

1. Go to your appliance web management console
2. Under the Configuration section, click "IP Settings". Input your backup computer public IP to "Authorized Public IP's to Join Internal Meetings".