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 RHUB.

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

Troubleshooting

You use the reset function in the following situations:

  1. You forgot your system administrator account information
  2. You changed your server to a different network and you cannot access it to configure it.
  3. You use your own user authentication system. You change it but have not changed the integration setting at the TurboMeeting server accordingly.

The RHUB server does three things during the reset:

  1. Reset the system administrator account to the default one: "admin" as the email and "password" as the password. If you have multiple administrators, it only resets the first administrator's account.

  2. Change the IP settings to use DHCP.

  3. Remove your own system home page URL so that you can easily access the server by a new IP address.

  4. Remove the user authentication UR

Please note: the reset does not affect any other data including user profiles, meeting logs, scheduled meetings, SSL certificate, audio integration setting, etc.

The RHUB server is delivered in two form factors: embedded and 1U rack mounted.

For the embedded server, which is as small as your home router, you need to push a pin to the reset button on the back and hold it for over 6 seconds until the "Ready" light turns off. After over 20 seconds, you will see the "Ready" light turns on. Now it is ready for you to access the server.

After reset, open your browser and type "http://myonlinemeeting" to access the server. Use the default system login account: "admin" for email and "password" for password. If you fail to access the server by the URL, look for the server IP address on your router web-based console, which usually lists what IP addresses have been assigned to all computers and devices in your network. The TurboMeeting server name is "myonlinemeeting". If you don't know how to look for your server IP address on your router, follow the steps below:

  1. Disconnect your computer from any network including the wireless
  2. Connect your server with your computer via an Ethernet cable
  3. Change your computer IP address to 192.168.1.100 and subnet to "255.255.255.0"
  4. Power-recycle your RHUB server and wait until the "Ready" light is green
  5. Open your browser on your computer and type "http://192.168.1.192" to access the server. Use the default login account to sign in and configure your server.

To reset a 1U rack mounted server, you need to connect it with your monitor, keyboard and mouse. The server runs in a Fedora Linux system. The default operating system login name is "turbomeeting" and the password is "password". After sign in, right click on the desktop and open a Terminal session. Run the command "./ResetTM" to reset the server. Then open a browser and type "http://localhost" to access the TurboMeeting administration pages. Use the system default account: "admin" as the email and "password" as the password.
Use the following URL to access your system administration pages:
http://your_server_IP/as/wapi/login

If you don't want to use your own TurboMeeting home page and would rather use the system default home page, do the following steps:
  1. Sign in the above URL
  2. Click the "Manage Meeting" link
  3. Remove the URL from the field "My system home page URL" and click the Submit button.
Below are the reasons that your attendees see a frozen screen of yours :

  1. Your Internet is disconnected
  2. Your attendee Internet is disconnected
  3. The application you are showing is overlapped by a different application, for example, a popup alert message from your instant message.

The system provides alert messages for all the above scenarios. For the first two scenarios, the system automatically tries to reconnect. It does not shut down your meeting. All you and your attendees can do is wait for reconnection. The third scenario is to protect your privacy. The application you are showing during the meeting will re-appear to your attendees after you remove the foreign application from overlapping.
First, check if you have opened the port 443 in your firewall for the RHUB server because some attendees' computers require an SSL connection. To check if your RHUB server takes an SSL connection, type https://your_meeting_server_address on your browser and see whether the system home page can be displayed. You will be prompted with SSL certificate alerts. Accept them since the SSL certificate in the system does not match your RHUB server address unless you have uploaded your own SSL certificate. If the system home page cannot be displayed, you need to open the TCP port 443 in your firewall and forward traffic to your RHUB server.

Second, invite your attendees to join your meetings in the view-only mode if your attendees are not allowed to install the TurboMeeting software or their firewalls are blocking the connection. A seminar-type meeting will automatically direct your attendees to the view-only mode. The RHUB "Universal Attendance" technology ensures that everyone can join your meetings in the view-only mode as long as they can view a Google map. However, the view-only attendees cannot control your desktop and you cannot view or control their desktops.

Note that failure of attending meetings due to firewall blockage is the most difficult issue to every vendor in the industry and it is expected to happen in every web conferencing, remote support or remote access system. Your attendees' firewalls can be configured to block any Internet connection at will. RHUB has the best firewall traversal technology for interactive attendees in addition to its unique patent pending "Universal Attendance" technology for view-only attendees. It is one of the most important reasons how the RHUB users can range from small businesses to major organizations worldwide, which include organizations with the most restrictive security environment such as financial institutions and government agencies.

We encourage you to contact our support for assistance when you have any connection related issues.
TurboMeeting (and TurboSupport) is one of the few systems in the industry to deliver the fastest and consistent speed. To ensure you can have the best speed, please follow the suggestions below:
Like other web conferencing systems, the RHUB TurboMeeting system uses persistent TCP connections. If there is a disconnection, the system will detect it and display a message telling you to wait for auto-reconnection. You don't need to do anything. If you experience constant disconnection, you need to consult your networking staff.

If the disconnection period is very short, it may not affect your browsing of the Internet or Skype as they don't need a persistent TCP connection.
Check if your DNS settings are correct. If you have a proxy server, configure it to let the server by-pass the proxy server.
Your seminar attendees don't need to install any software. Because of the unique advantage, the RHUB system completely relies on users' browser to deliver the performance. When experiencing slow screen update, users are advised to click the browser re-load button to refresh their browser. If a meeting lasts over one hour, some browser (e.g., Mac's Safari) may not respond at all mostly due to memory leak. When this happens, a user has to terminate the current browser, open a new one and rejoin a meeting.

In order to host a seminar, you need to have adequate Internet speed and meet the minimum bandwidth requirements:

  1. Host: at least 300kps (1000 bits/second) upload speed. Note a DSL connection does not provide impressive seminar speed.
  2. Attendee: at least 250kps (1000 bits/second) download speed. If you use iPhone to join a seminar, you should use WiFi connection.

If your attendee has only 56K modem connection, the attendee needs to download and install RHUB's TurboMeeting software in order to join your seminar.
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