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Support Contact:
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Please refer to the FAQs below to see if your questions are
answered.
Also, please first contact the reseller you purchased the
product from.
The RHUB support is based on the current
release, which is Version 4.4. 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).
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System Requirements: |
Supported Windows:
- Windows 2000, XP, 2003, Vista, 2008, 7
Supported Mac:
- 10.4 or later, Intel or PPC based
Other platforms (Linux, Unix, iPhone, iPad, etc):
- A full fledged browser is available (view only)
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FAQs: |
- How
stable and scalable are RHUB appliances?
- Do I
need special IT skills to install an RHUB appliance? Do I
need to maintain it?
- How do I ensure the best
VoIP audio conferencing quality?
- How do I ensure the best
image quality?
- How do I ensure the best speed?
- How
much bandwidth does the system take? What are the minimum
bandwidth requirements?
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How are
software updates handled?
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Can I use my server to authenticate users?
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I have hundreds of remote computers to be accessed. How do I
organize them with the RHUB appliance?
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My appliance
is not updated. What is wrong?
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After I deploy my RHUB appliance behind my firewall, can I
still invite attendees outside my firewall to join my
meetings?
- Can
anyone join my meetings?
- Do I
need a fixed public IP?
- Can I
reserve port 80 and 443 of my IP address for other purpose?
- How does
the RHUB free audio conferencing work?
- How
do I purchase add-on licenses?
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Is a separate meeting room required for each registered user
or can multiple users schedule a meeting for a room?
- I
have a large screen. How do I limit what is viewed by the
attendees?
- Do RHUB
appliances provide SSL encryption? Can they be accessed by
SSL only?
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Can anyone including RHUB staff access my appliance without
my knowledge?
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How do I customize my TurboMeeting web page beyond the logo
and organization name?
- Is Java
required to run TurboMeeting?
- How do I backup my appliance database?
- What service can I have from RHUB if my appliance does
not work for any reason?
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How stable and scalable are RHUB appliances? |
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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.
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. |
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Do I need special IT skills to install an
RHUB appliance? Do I need to maintain it? |
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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. All RHUB appliances come with the plug-and-play
installation function.
You don't need to maintain your RHUB
appliance. When new software is available, your RHUB
appliance will be automatically updated as long as it is under
warranty. The RHUB appliance supports your critical meetings or
remote-support sessions all time. You have never concerned with
your router. You can expect the same experience with your RHUB
appliance.
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| How do I ensure the best VoIP
audio conferencing quality? |
Please follow the tips below:
- Make sure you have opened
the UDP Port 8889 on your firewall. For VoIP to
work properly it is extremely important to open the UDP Port
8889 of your firewalls for the inbound UDP traffic to your RHUB
appliance. If the UDP Port 8889 is not opened, the VoIP audio
will have serious issues like dropouts and long delays. See the
Administrator Manual’s “Configuring the Firewall” chapter for
directions on how to open the port.
- Ask each attendee to use a headset. Although the system
has embedded an echo-canceling function, all meeting
participants should use good headsets to avoid echo and reduce
background noise. Headsets from Plantronics are highly
recommended. Note that when an attendee does not use a headset,
everyone else except that attendee will hear an echo. That is,
the echo is generated by the attendee who does not use a
headset.
If you need to use a speaker phone with echo
cancellation, a
Jabra USB speaker phone 410 Oc is recommended.
- When you as the meeting host hear noise or echo,
right-click an attendee and change him to use “Push-to-talk”. If
this does not fix the problem, change the attendee to use
“Free-to-talk” again and then select a different attendee. Once
you find the attendee who causes the echo and noise, leave him
in the “Push-to-talk” mode for the entire meeting.
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| How do I ensure the best image
quality? |
The following lists the ways to ensure
the best image quality:
- Use the 100% zoom. By default, the system uses the "Fit-to-screen"
zoom, which decreases the image quality greatly.
Fit-to-screen brings convenience to viewers without scrolling the
view window.
- Use the Interactive Meeting type to force attendees to
use the download client software. If there is one attendee
using a browser-only client in a meeting session, the image
quality will decrease slightly.
- If you as the presenter want to show your attendees your
screen image with absolutely 100% accuracy, click the "Tools" menu, select "Change Color" and
then choose "True color". Note that the true color will
decrease the speed greatly. It is designed mainly for
artists and physicians. For most users, the "High quality"
option is more than enough. As an ordinary viewer, you can
hardly see any image quality difference between True Color
and High Quality. Click here
for the image quality comparison between TurboMeeting and
WebEx.
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| How do I ensure the best speed? |
The following discussion is
pretty tedious. TurboMeeting is one of the few
systems that deliver the best and consistent speed in the
industry. If that
is all you care about, skip the following discussion.
First, note how the RHUB appliance (and all web conferencing
service providers) works:
it basically moves the screen images of the presenter's screen
(only the changing parts) to the viewers' desktops. In other
words, the system speed is measured by the time required to move
the presenter's screen images to viewers' desktop.
Then, what speed is considered as good speed? When the
presenter screen (in 1024 x 768 pixel resolution for this
discussion) changes completely, for example, changing a
full-screen PowerPoint presentation slide, that is the case the
system takes most time to move the presenter's screen image to
viewers' desktop. The time required for this worst case is what
we use to measure the system speed. Here is the user experience
regarding speed:
- Good: 1 - 2 seconds
- Acceptable: 4 - 5 seconds
- Unacceptable: 8+ seconds
TurboMeeting can achieve the good speed (i.e., 1 - 2 seconds)
for you.
Now let's see what affects the speed of the image
transmission from the
presenter to viewers besides the TurboMeeting itself:
- The size of images of the presenter screen
- The Internet upload bandwidth of the presenter
- The Internet upload and download bandwidth of your RHUB appliance
- The Internet download bandwidth of viewers
- The Internet transmission speed between the presenter's
local ISP (Internet Service Provider, for example, AT&T,
Comcast, etc.) and your RHUB appliance's ISP
- The Internet transmission speed between the viewers'
local ISPs and your RHUB appliance's ISP.
Assuming you are the presenter and you own the RHUB appliance,
you can control everything except #4, #5 and #6. The following
shows how you can
optimize #1 to #3.
- Minimize the size of images of the presenter screen:
- Use a smaller screen resolution, or the application
sharing function to control the screen area to present.
- If you have multiple monitors, choose one only. To
choose a monitor to present, click the "Show My"
drop-down list on your TurboMeeting control panel and
then select the monitor you want to present.
- Avoid to use the "True color", which delivers images
with 100% accuracy at the cost of large image size after
compression.
- Avoid webcam and movie clips on your screen as it will introduce
high traffic all time over the play period. If you
are the only meeting host of your RHUB appliance, you
can ignore this concern. Otherwise, the bandwidth taken
away by webcam movies will affect meetings hosted by your
colleagues. For the webcam function, you may consider to
use it initially during a meeting and then turn it off.
- Reduce the background image richness of your
PowerPoint or desktop in order to allow the system
better to compress the presenter's screen image.
- Have a decent Internet upload bandwidth. To have the good speed (1 -
2 seconds), you would need at least 1.5 mbps upload
bandwidth.
If you don't have the bandwidth, your meetings will still
perform, just at a slower speed.
- Have enough bandwidth to host your RHUB appliance,
especially the upload bandwidth for the RHUB appliance to
send out images to many attendees. It is recommended
to have 50 kbps bandwidth per attendee in order to deliver the acceptable
or good speed. For example, if you want to support a meeting with
100 attendees, you should have 5 mbps.
If you have branch offices oversea, you should consider to
install RHUB appliances for them individually. Internet
transmission speed cross continents is the single major factor
affecting speed for international attendees.
Note that there is a subtle speed-related case with
TurboMeeting. When your attendees join your seminar-type
meetings or interactive-type meetings using the "Guaranteed
Attendance" link, TurboMeeting will first try to use Flash. If
an attendee does not install Flash, TurboMeeting will rely on
the attendee's browser completely. You can identify the attendee
by an eye-icon shown on the attendee list. Browsers with slow
Internet connection speed may pause image update after a while,
especially when you present a lot of moving images. Although the
pausing will usually go away after about 20 seconds and the
attendees can manually break the pausing by refreshing his
browser (a tip for this is provided on the attendee page), it
does impact user experience. Whenever possible, use the TurboMeeting
download client software to achieve the best speed and stability with the most
functions. |
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How much bandwidth does the system take?
What are the minimum bandwidth requirements? |
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A typical PowerPoint presentation session over broadband
connection requires only 8 kbps bandwidth on
average. While the average bandwidth consumption is
extremely low, your RHUB appliance does need sufficient
bandwidth to support the peak traffic requirement. It is recommended to have 50 kbps bandwidth per
attendee. For example, if you want to support a meeting with
100 attendees, you should have at least 5 mbps peak capacity to host your RHUB
appliance.
If you plan to use a data center (co-location) from an ISP to host your RHUB appliance, you should always start
with just 1 mbps for
the appliance no matter how large the capacity of your RHUB
appliance is. This is because ISPs typically charge only for
the average bandwidth and the TurboMeeting average bandwidth
consumption for regular web conferencing is just too low. Also,
be aware that ISPs usually provide you very high burst
bandwidth rate for free. If your ISP requires you to pay for the
burst rate, we suggest you start with 3 mpbs. The higher burst
rate, the faster speed. It will not make much difference after 8 mpbs.
If you host the RHUB appliance at home or office, choose a
cable Internet connection (e.g., Comcast cable) if possible.
Cable connection provides you sufficient burst bandwidth. A DSL
connection is not recommended although it still works if you
allow longer delay, which may take 4 or more seconds to update a
full screen. To test your Internet connection speed, use
speedtest.net.
For the bandwidth requirement at the participant end, a slow
56 kbps dial-up modem speed is acceptable for users using
download TurboMeeting client software. For a browser-only attendee
using a brower, a minimum 200Kb download speed
(DSL speed) is recommended. |
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How are software updates handled? |
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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.
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Can I use my server to authenticate users? |
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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. |
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I have hundreds of remote computers to be accessed. How do I
organize them with the RHUB appliance? |
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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. |
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My appliance is not updated. What is wrong? |
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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. |
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After I deploy my RHUB appliance behind my firewall, can I still
invite attendees outside my firewall to join my meetings? |
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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:
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Can anyone join my meetings? |
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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. |
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Do I need a fixed public IP? |
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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. |
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Can I reserve port 80 and 443 of my IP address for other
purpose? |
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Yes, you can. However, it will have the following impacts to your
RHUB system:
- 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.
- 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.
- The meeting IDs, meeting passwords and user passwords
will transmit over the Internet in plain text without SSL
encryption.
- 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.
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How does the RHUB free audio conferencing work? |
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All RHUB appliances include landline 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
yet.
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. |
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How do I purchase add-on licenses? |
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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.
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Is a separate meeting room required for each registered user or can
multiple users schedule a meeting for a room? |
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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. |
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Do RHUB appliances provide SSL encryption? Can
they be accessed by SSL only? |
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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.
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Can anyone including RHUB staff
access my appliance without my knowledge? |
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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. |
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How do I customize my TurboMeeting web page beyond my logo and
organization name? |
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See our customization page
for more details. |
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Is Java required to run TurboMeeting? |
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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.
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How do I backup my appliance database? |
Download
the backup utility. Run the following command where the utility
is saved:
RemoteBackupDatabase.exe server_address email password
where "server_address" is your appliance IP address,
email
and password are your admin user account.
Running the above command once will set up a configuration
file for you. Next, you just run the command
RemoteBackupDatabase.exe
which will generate a backup database with a unique name like
this: Database.20100607165243.db. You can use the Windows
"Scheduled Tasks" tool (under the Windows Control Panel) to
execute the backup command daily.
For security reasons, you can only run this utility under the same
network where the appliance stays. If you need to run the
utility over the Internet connection to your appliance, you can do this:
- Go to your appliance web management console
- Under the Configuration section, click "IP Settings".
Input your backup computer public IP to "Authorized Public IP's to
Join Internal Meetings".
Note that the backup file is used only for the extreme cases
such as the appliance fails. The RHUB support staff can
restore the database for you. It is not designed for you to restore
the database anytime by yourself. In the future release, we will
provide the function. |
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| What service can I have from
RHUB if my appliance does not work for any reason? |
If for any reason your appliance
does not work, for example, because of change of network
settings most likely, just contact the RHUB support. Within
minutes, we will set up a user account on our hosted servers to
provide you web conferencing and remote support services at no
extra cost while assisting you to resolve the issues.
We have servers in Europe and Asia and keep adding more.
Please tell our support staff your location in order to select a
server best for you. |
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