Support Contact

Please refer to the FAQs below to see if your questions can be answered. Furthermore, please contact the reseller you purchased the product from prior to contacting tech support at R-HUB.

The R-HUB support is based on the current release. If your server is not updated check the FAQ

Frequently Asked Questions

The R-HUB servers are designed for enterprises and service providers. The stability and scalability have been stress-tested by the R-HUB service provider customers worldwide. These service providers rely on R-HUB servers 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 R-HUB server will meet your needs.
If you know how to install and manage a home router, you will be able to quickly install and setup an R-HUB server within 10 to 30 minutes. All R-HUB servers support plug-and-play installation.

The R-HUB server family is maintenance free. You can always rely on the server to serve your critical meetings or remote-support sessions, 24x7. Software updates for servers under warranty are automatic, and require no user intervention or IT work whatsoever.
Firewall setup:
  1. For VoIP to work properly (without dropouts or delays), open inbound UDP port 8889 traffic to your R-HHUB server on your corporate firewall. See the Administrator Manual’s “Configuring the Firewall” chapter for directions on how to open port 8889.


Individual computer setup:
  1. To insure the best audio quality, all meeting participants should use a quality USB headset. Headsets from Plantronics are highly recommended. Note that when an attendee does not use a headset, everyone else other that attendee may hear an echo. If a headset is not available, ear buds or headphones are an acceptable alternative choice.
  2. Each person should go into "Setup" (below the "Use Mic & Speakers" choice) and make certain their microphone and speaker volumes are set high enough. Also make certain that the microphone and speaker devices are the correct devices: if you are using a headset, both Speaker and Microphone choices should be set to your headset. It is best to avoid microphones built into webcams since they can be especially noisy and unclear.
  3. When the meeting host hears noise or echo, the host can click "Mute All". If the meeting is interactive, the host can right-click on an attendee's name and change them 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 is causing the echo and noise, leave him in the “Push-to-talk” mode for the entire meeting. The host can monitor the "Speaking" list to more quickly determine who is causing the noise or echo.

The following tips, list the ways to ensure the best image quality:
  1. Use the 100% zoom setting. By default, the system uses the "Fit-to-screen" zoom, which decreases the image quality. Fit-to-screen brings convenience to viewers by not forcing them to scroll their view to see the entire window, but Fit-to-screen sacrifices image quality.
  2. 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.

  3. If the presenter wishes to show to his attendees their screen image with 100% accuracy, they can click the menu item "Tools" and "Preferences, select "Image Quality" and then choose "True color". Note that the True color setting will decrease the speed. It is designed mainly for artists and physicians or anyone requiring 100%accurate images. 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 WebExTM.
 
TurboMeeting (and TurboSupport) is one of the few systems in the industry to deliver the fastest and most consistent speed. To ensure you can have the best speed, please follow the suggestions below:

Do not use a wireless connection, as it may significantly slow down the performance
If you are the presenter in a meeting, reduce your screen resolution or use application
sharing to reduce the display area.
Do not use the "True Color" image quality of TurboMeeting. It is designed for special use cases such as art design and medical image analysis.
Avoid using webcams, which add significant burden to your bandwidth.
Use the downloaded client software for the best bandwidth optimization.

Hosted services may vary their performance depending on the load that they have at the time.
Deploying an R-HUB server that is sitting on your network gives you control over the performance, as opposed to not having control when using hosted services.
When the presenter’s screen changes completely such as when transitioning a PowerPoint slide, the system takes the most time to move the presenter's screen image to the viewer’s desktop(s). The time required for this update is what is used to measure the system’s speed. The following is the user experience regarding speed:

Good: 0.5 - 2 seconds
Acceptable: 2 - 5 seconds
Unacceptable: 5+ seconds

TurboMeeting can provide good performance. To reach this performance level, you would need at least 1.5 Mbps of Internet connection. If you don't have this level of bandwidth, your meetings will continue, just at a slower speed.
The following lists the estimates of the bandwidth requirements:

 

  1. Each desktop sharing viewer requires 50Kbps
  2. Each VoIP listener requires 20Kbps
  3. Each webcam viewer requires 140Kpbs (up to 2 Mbps depending on your server configuration for HD video conferencing and bandwidth availability in real-time)

Please use the bandwidth calculator to compute the bandwidth for the use cases you have.

 

Your R-HUB server checks the R-HUB release server every day at 3:00 AM according to the clock on your R-HUB servers. If there is an update available, the server will automatically download it and install it, unless you have disabled the auto-update setting. The system clock and auto-update settings are available under the "System Settings" on the System Management web page.
You can use your own application server, such as LDAP / AD or a CRM server, to authenticate users so that all user authentications can go through a single system. Read the section on 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 on 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 in. Click the meeting ID and type the meeting password. You can now access that specific computer.
Your server will not update if it is out of warranty. If your server is in warranty, go to the "IP Settings" page and change one of the DNS settings to use the Google DNS server, which is 8.8.8.8 .

If your DNS settings are correct, go to the "System Settings" page and see whether you have disabled the "Enable auto update of system (recommended) ". If it is disabled, consider enabling it.  You can always click the "Update System Now" button to immediately update your system.

If it still cannot update, your firewall may be blocking the HTTP connection between your R-HUB server and the R-HUB release server. Configure your firewall to unblock the outbound TCP connection via port 80 without any filtering rules for your R-HUB server. You may block HTTP traffic after you get the system updated.
Yes, you can. All you need to do is to forward TCP traffic on ports 80 and 443, and both TCP and UDP on 8889 from your firewall/router to the R-HUB server.
The TCP & UDP 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. Note that you need to go to the server settings to enable the function by checking the option "Enable the internal meeting option".

 
You can invite anyone to join your meetings. You don't need to register them in the system. They do not need an R-HUB server. However, anyone who wants to host a meeting must be registered manually (or created as an LDAP user if you use the LDAP integration).
No, you do not have to have a static IP. The R-HUB server is integrated with the dynamic DNS service provided by http://www.dyn.com . All you need to do is to create a dyn.com user account and sign up for the Remote Access service and setup a domain name. Then input the account information into the R-HUB server on the "IP Settings" page along with the domain name that you setup on dyn.com. This domain name is used to access your R-HUB server from anywhere on the Internet. The R-HUB server will detect the changes of the public IP address and sync the changes with the dyn.com service.
Yes, you can. However, it will have the following impacts on your R-HUB system:
  1. Your meeting server URL, which is shown in your meeting invitations, has to carry the port 8889 number, for example, webmeeting.acme.com:8889. In this case, in “IP Settings” specify webmeeting.acme.com:8889 for the Domain Name.

  2. Some of your attendees may not be able to join your meetings if their corporate or personal firewalls block 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 wait when trying to connect for the first since the TurboMeeting client will try to use the port 443 SSL connection and eventually failover to port 8889. Future meetings for this attendee will be fast since the TurboMeeting client remembers the working port, 8889.

Note that the TCP & UDP port 8889 has to be open to the public.
All R-HUB servers include landline audio conference call service at no extra cost, providing your R-HUB server is in warranty. You may decide to use this service or choose your own audio conferencing method.

The R-HUB audio conferencing service provides a toll-based US phone number that can be dialed by all meeting participants. Depending on their long distance plans, participants may be charged their standard long-distance rate for calling this toll-based number, just as if they made a regular long-distance call.

R-HUB offers an optional toll-free audio conferencing service. See this page for details.

Or you can select any of the audio conferencing services including your own audio conferencing bridge. Integrating with an audio conferencing bridge is as easy as inputting a call number to the R-HUB server's settings. This server-wide call number will be automatically passed to your meeting invitation messages and shown in the TurboMeeting meeting control panel during live meetings.

In addition to setting up a system-wide call number, each user can define their own call number.
Login to the System Manage page of your R-HUB server and go to the Licensing Request page, specify the additional number of meeting rooms and participants and email a text version of the resulting page to your reseller. Upon payment, the reseller will email you a new license key that you can input into your R-HUB server to upgrade your license.
No meeting room is required for a registered user. A meeting room in the R-HUB 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 reserve any meeting rooms although he may have scheduled them.

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.
You can define the view area by choosing an application or a monitor from the “show my” pull down of your control panel. Narrowing the showing area will improve speed.
No one can access the server without your knowledge, including the R-HUB staff. R-HUB servers have passed intensive security checks by many R-HUB customers including banks, defense system manufacturers, government agencies and hospitals.

All R-HUB servers use a core and secure Linux operating system. The server has a built-in firewall. However, we still recommend you place it behind your firewall and block all inbound ports to the server except TCP ports: 80, 443, and TCP/UDP 8889.

In case you need support requring the R-HUB staff access to the server, create and send support@rhubcom.com a temporary admin account. No one cannot retrieve any user passwords or passwords for remote access meetings. All those passwords are irreversibly encrypted in the database.
No. Beginning in V5.0, Java has been completely removed because it has too many security issues.
Download the backup utility. Run the following command where the utility is saved:

RemoteBackupDatabase.exe server_address email password

where "server_address" is your server IP address, email and password amust be those of an administrator's account.

Running the above command once will set up a configuration file in this directory. Going forward, run the command without parameters from this same directory:

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 this backup command daily.

For security reasons, you can only run this utility from within the same network where the server is. If you need to run the utility over the Internet connection to your server, do the following:

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


Note that the backup file is used only for extreme cases such as a failure of the server. The R-HUB support staff can restore the database for you. The customer cannot restore this database.
The R-HUB warranty covers the hardware, software updates, technical support, and the audio conferencing bridge service. For servers under warranty, should your server become inaccessible as a result of a failure in the hardware and/or a change in your network settings, simply contact the R-HUB support team. We will quickly set up a user account on our servers to provide you web conferencing and remote support services at no extra cost while assisting you to resolve the current issues.

We have servers in Europe and Asia, and we keep adding more. Please tell our support staff your location so we can select a server that is close to you.
TurboMeeting's "Use Mic & Speakers" VoIP is designed to transfer voice from attendees' microphones. It does not transfer sound generated by applications such as Skype or a movie player. In order to play the sound on your computer for your attendees, follow these tips:

On Vista, Windows 7 and Windows 8, choose the menu item: Tools | Start to share my computer sound with attendees.

Some XP PCs have a “Stereo Mix” choice. In XP’s Control Panel, open “Sounds and Audio Devices”, click the “Audio” tab, under “Sound recording” click the “Volume…” button. In this “Recording Control” dialog, under “Stereo Mix” click the “Select” check box. Now, the sound playing on your computer will be broadcast to your attendees. Insure that the Speaker volume level is un-muted and loud enough on your computer. To use your Microphone again, open the “Recording Control” dialog and under “Mic Volume” click the “Select” check box.

Alternatively, run a 3.5mm Audio Male to Male Cable from your computer’s headphone jack to the same computer’s microphone jack. In TurboMeeting choose “Use Mic & Speakers”, then click the “Setup” link. In Audio Settings, pull down the Speaker and Microphone choices and select the choices that match with your headphone and microphone jacks. To use your microphone and speakers again, unplug the 3.5mm Audio Male to Male Cable; plug in a headset, or you might be able to automatically start using your built-in microphone and speakers.

First make sure you have chosen to use "R-HUB integrated audio conferencing service" on the "Audio Conference" setup page. Then make sure the followings are correct:

  1. Your server is connected to the Internet and a public IP (or a domain name) is specified on the server's IP setting page.
  2. Your server can be accessed using TCP port 8889 by a user from the public Internet (e.g.: http://meeting.mycompany.com:8889/.
The reason for these requirements is because the R-HUB audio conferencing server needs to communicate with your R-HUB server in order for the integrated audio conferencing service. If for security reasons you cannot meet requirement #2, contact R-HUB support for the R-HUB audio conferencing server IP addresses so that you can limit the access to those IP addresses.
First, download the IP Detector and see if you can find the IP. 

 

If you fail to find the IP, you need to reset the server IP. Check if your server has a reset button at the back. If not, go to the setup page for further information. If your server has a reset button at the back, do the following (for more information visit the trouble shooting page):

  1. Hold a pin to push the button for five seconds
  2. Wait for a minute and then type http://myonlinemeeting on your browser to access the server.
TurboMeeting is a complicated real-time communication system that works in many different user environments with different operating systems, computer hardware, anti-virus software, firewalls, and internet connections. A general description such as "I have frequent disconnections" is not sufficient for us to fix a specific issue. Please follow the procedure below to report any issue you may have:

  1. As soon as you encounter an issue, click TurboMeeting's menu item "Help" (or "TurboMeeting") and "Send log files to manufacturer support". If you have left TurboMeeting once, you still have two more chances to send the log files by restarting the TurboMeeting client software and then clicking "Help" (or "TurboMeeting") and "Send log files to manufacturer support". After the second chance, the log files are overwritten and you would have to reproduce the case and then send the log files.
  2. Immediately after you send the log files, send an email to support@rhubcom.com with detailed descriptions of your issue including the sequence of events. Please follow this example:


Start an interactive meeting on XP
Windows 8 joins
Change Windows 8 to be the presenter
Windows 8 starts webcam
Now XP no longer sees the Windows 8 screen
Note: I sent my log files from XP and Windows 8.


The R-HUB support team will usually contact you within the same day. If you do not receive any response from us within 24 hours during the working week, please give us a call at 408-899-2831, extension 2. Also, many issues may be answered by this FAQ already. Please take a quick look to see if your issues have been covered. Thanks!
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