FAQS

Seat licenses are purchased on a monthly basis. You have to the option to adjust or remove your license each month depending on your needs.

HARDWARE / OPERATING SYSTEMS / BROWSERS

Windows

• 2.0GHz CPU with dual-core processor minimum (Recommended: Quad-core i5 processor or better)
• 4GB of RAM minimum (Recommended: 8GB or more)
• Microsoft® Windows 10®
• Microsoft® Windows 8.x®
• Microsoft® Windows 7® SP1
• Chrome v50 or higher (recommended for best performance), Firefox 49.x or higher

Mac OS

• Mac computer with an Intel processor (Recommended: Dual core 2.0GHz or faster
• 4GB of RAM minimum (Recommended: 8GB or more)
• Mac OS X v10.8 or higher
• Chrome v50 or higher (recommended for best performance), Safari 12.1 or higher, Firefox 49.x or higher

LINUX

• 2.4GHz or faster x86-compatible processor or Intel® Atom™ 1.6GHz or faster processor for netbooks
• 4GB of RAM minimum (Recommended: 8GB or more)
• Red hat® enterprise Linux (RHEL) 5
• Novell SUSE® 9.x or higher
• Ubuntu 10 or later

SOLARIS

• Solaris 10
• Chrome v50 or higher (recommended for best performance), Firefox 49.x or higher

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MOBILE DEVICES

• Android–Native Chrome Browser
• iOS–Native Safari Browser

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BANDWIDTH

• Minimum 800 kbps upload/download
• Recommended 1.5 mbps upload/download

While TelSpanWeb is designed to use bandwidth efficiently, and even though it does try to degrade gracefully, it is still a broadband platform. For best possible and most reliable experience do not use WiFi equipment and use a high-grade, dedicated, low-latency broadband internet access. Use our System Check application to test your connection before attending a conference. Please consider packet loss, latency in round trips and jitter value of connections used.

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PORTS

• WEB SERVER: https traffic on port 443.
• SIGNALING SERVER: https traffic on port 443 (recently changed from port 80).
• MEDIA SERVER API: https traffic on port 443.

This answer is based on the type of license you currently have. If you have a 25-seat license, then you can have 25 people in the webinar at a time. This includes you, your speakers, and audience members. If at any point you need more capacity, please contact us; webhelp@telspan.com or by phone 800-898-2315, and we will adjust the account license accordingly.

Natively supported file types:

• IMAGE: PNG, GIF, JPG / JPEG
• VIDEO: MP4 / MPEG4, WEBM
• AUDIO: MP3
• EXTERNAL SOURCES: YouTube ®

Supported by TelSpanWeb Converter:

• doc, docx, ppt, pptx, xls, xlsx, txt, rtf, pdf

To embed a live meeting:

1. Open an HTML5 Meeting.
2. Click on ‘Settings’ from the left sidebar.
3. Click on ‘Embed Code’.
4. Copy the Embed Code to use on your site.

You can hold as many meetings as you would like each day. If you ever need to adjust your meeting capacity to accommodate additional participants for one meeting, please contact us at webhelp@telspan.com or by phone 800-898-2315.

Should you need to hold two or more meetings at one time, please contact your Account Manager to set up additional user licenses.

1. Click on the ‘Welcome’ at the top right.
2. Select ‘Account Settings’.
3. Type in your new password in the two password fields.
4. Click ‘Update’ at the bottom right of the page.

If a PPT/PPTX file either takes a long period of time to convert, does not upload, or they receive a message to “Convert File” after it went through the conversion process try the following. Check the title of the file to see if there are any symbols or if the title is excessively long. Re-title the file without symbols or shorten the file name and try to re-upload. Should this fail, convert the PPT/PPTX file to a PowerPoint Picture Presentation or PDF and then upload it. This solution is usually the quickest if the meeting is about to start or has started already. If the user continues to experience issues have them forward the file to webhelp@telspan.com to troubleshoot.

HTML5 is a bit different from Flash and does limit the dynamic elements we are able to convert from the original media source. To keep these added elements, use the screenshare feature. Screensharing is an efficient way to share media rich applications and content. It will allow all transitions, animations, and even sound to play.

The presentation may have timings or automated animations built into the file. These must be removed from the file in PowerPoint and then re-uploaded into the Content Library.

You will need to check your internet connection. This is a sign that your connection has dropped or is very poor.

There are no additional downloads necessary to utilize the screen share function.

TelSpanWeb is firewall-friendly and attempts to pass through the firewall using 3 separate attempts. In the event that you receive an “Unable to Establish a Connection” error message, please verify that the internet connection is working properly. To check for issues, use the TelSpanWeb System Check http://web.telspan.com/systemcheck. If the system check fails in the Connectivity section, it is possible that the firewall is blocking access to TelSpanWeb which may require you to contact your IT department. TelSpan’s Web Services team would be happy to work directly with your IT department to ensure the necessary firewall ports are accessible (443).

A Friendly URL is a link that you can setup in your TelSpanWeb account and send to your participants using your own email. This is a general link that can be shared. Please refer to the Schedule section of the Knowledge Base to help you in setting up your Friendly URL.

As a Speaker, you have the ability to promote or demote connected users.

1. If you are not already, log into your TelSpanWeb session as a Speaker.
2. Open the ‘Participant’ box from the left-hand toolbar.
3. Hover your cursor over their name and click the icon with the three dots that pops up.
4. Select the option for ‘Move to Speaker’.

1. Log into the TelSpanWeb Account Center at https://web.telspan.com.
2. Click on ‘Schedule’ on the left side of the Account Center screen.
3. Locate the meeting that you would like to download reports for.
4. 4. Hover to the right of the meeting, a pencil icon will display to ‘Edit’, click on the icon.
5. If you do not see any tabs listed, click the ‘Advanced options’ button. This will open the tabs for selection.
6. Click on the tab marked ‘Reports’ (last tab).
7. Click on ‘Export detailed report to CSV’. This will export the report.
8. A popup will display asking if you want to save the file automatically. Click desired selection.
9. An Excel report will be generated with the data from the meeting.

Android Download and Install Directions:

1. Open the Play Store from your mobile device.
2. In the search bar, type in ‘telspan’.
3. Select the ‘TelSpanWeb’ app to download.
4. Tap the ‘Install’ button to install it on your device.
5. When prompted, accept the access permissions.

iOS Download and Install Instructions:

1. Open the App Store from your mobile device.
2. In the search bar, type in ‘telspan’.
3. Select the ‘Get’ icon to begin the download.
4. When prompted, confirm the download.

First, ensure that you have the TelSpanWeb app installed on your device.

To join from personalized invitation:

1. Open your personalized meeting invitation from your email.
2. Click the ‘Join Meeting’ button.
3. The app will automatically launch. Click ‘Join’ to enter.

To join using the Friendly URL:

1. Open the TelSpanWeb app from your device.
2. In the text field below ‘Join session”, type in the full Friendly URL, beginning with https://.
3. Click ‘Next”.
4. Enter the required information.
5. Click ‘Join’ to enter.

There are two options to disable in-meeting notifications; hide all and hide all in recording.

To adjust notification settings:

1. Login to TelSpanWeb at https://web.telspan.com.
2. Edit or create a new meeting.
3. Click ‘Advanced Options’.
4. Select the ‘Participants’ tab and check one of the following options:
   1. Hide all notifications in live room.
   2. Hide all notifications in recordings.
5. Click ‘Save’ or ‘Add to Schedule’.