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Support FAQ

Below is a collection of the most popular support questions about VIA3®. For further assistance, please call 1.866.265.8060 or submit a help request online.

Using VIA3

• What do I do if I forget my password?
• Where can I get pricing information for your product?
• Is there a version of VIA3 for Microsoft® Windows® Vista™, MacOS® or Linux?
• I have no video image and/or no camera icon. What should I do?
• My audio is not working properly, what should I do?
• How do I add new contacts to my VIA3 contact list?
• Are there specific ports that need to be opened on our network to access your servers?
• Can VIA3 be used over a wireless connection?
• How do I create a Custom Status Message in VIA3?
• How do I add VIA3 to my Microsoft Windows Startup?
• I need to schedule a meeting, what should I do?

Using VIA3 Workspaces

• How do I use VIA3 Workspaces?
• How do I check Files In/Out of a VIA3 Workspace?
• How do I add or delete a File in a VIA3 Workspace?
• How do I add or delete a Folder in a VIA3 Workspace?
• Can I set a Workspace Alert?
• How do I use discussion topics in VIA3 Workspaces?
• What do I need to do to start a meeting from a VIA3 Workspace?

What do I do if I forget my password?

In the event that your password is forgotten, your account administrator or manager can reset your account password. You will need to contact the administrator or manager of your account. It is VIACK's policy to never compromise client security, therefore we do not retain copies of your password.

Where can I get pricing information for your product?

VIA3 is offered directly through VIACK and through authorized resellers for government and commercial use. For more details about pricing, please contact a VIACK sales representative toll-free at 1.866.265.8060, via e-mail at sales@viack.com or submit an online request.

Is there a version of VIA3 for Microsoft® Windows® Vista™, MacOS® or Linux?

Currently, VIA3 supports Microsoft Windows® XP (Home and Professional Editions) with Service Pack 2 and Windows Vista. Visit the system requirements web page for more details.

I have no video image and/or no camera icon. What should I do?

The vast majority of camera issues can be easily resolved by exiting VIA3, unplugging your camera, plugging your camera back in and restarting VIA3. If this does not resolve the issue, try restarting your computer. On reboot, if the camera is still not responding, contact Support Services at 1.866.265.8060, or via e-mail at support@viack.com.

My audio is not working properly, what should I do?

There are several steps that you can take to ensure your audio is correctly connected.

First, check the mute button on your headset. Make sure that the switch is not set to Mute. Check that your master volume control level is up and is not set to Mute. Next, check the audio connection. The connection might be loose or the speakers might not be connected. Make sure your headset jacks are plugged into the proper receptacles. The jack for the microphone is typically identified with a microphone icon.

Another area to review is the Audio/Video Properties. In VIA2, select Tools from the main taskbar and click on the Audio Adjustment Wizard item to have your volume settings automatically adjusted for you. Alternatively, you can manually adjust your volume settings. Choose Tools from the main taskbar, select Audio/Video Properties, then adjust the slider bars for your speaker and microphone levels as needed.

If your audio is still not functioning, please contact Support Services at 1.866.265.8060, via e-mail at support@viack.com or submit a help request online.

How do I add new contacts to my VIA3 contact list?

There are four methods to add a new contact to your contact list.

1. From the Launchpad menu select File > New > Contact.
2. From the Contacts View click the New toolbar button.
3. From the Launchpad menu select Tools > New Contact.
4. From the Meeting Manager Window, select the name of a meeting attendee who is not on your contact list and right-click and select "Add to Contact List".

After Selecting to add a new contact, there are two methods to add them:

1. Create a New Contact from an e-mail address: When selecting this option, simply type in the e-mail address of the person you wish to add to your contact list.
2. Select from existing VIA3 account members. This option displays a list of all the available users associated with your organization's account. Click on the check box next to the person to add them to your Contact List.

Are there specific ports that need to be opened on our network to access your servers?

In most cases, no changes to your organization's firewall are required. VIA3 automatically detects and uses preferred industry-standard ports, while maintaining complete security and privacy for your Internet business communications.

Specifically, port 443 and port 80 are the only ports required to run VIA3. However, to optimize both your network and VIA3 performance, we recommend the following outbound ports be opened:

• TCP Ports 80 & 443 for HTTP and HTTP/SSL
• TCP & UDP Port 5004 for RTP/SSL
• TCP Port 5061 for SIP/SSL

Can VIA3 be used over a wireless connection?

Yes, VIA3 can be used over any Internet connection, whether it is fixed, mobile or wireless. The quality of your meeting experience is dependent on how much bandwidth you have available. VIA3 automatically adjusts your video to improve your meeting experience in low bandwidth environments.

How do I create a Custom Status Message in VIA3?

To create a custom status message:

1. From the VIA3 Launchpad, click on the area that says, "Type a custom message here".
2. Type the desired message in the window provided and hit enter, the status message field is limited to 132 characters.
3. The least recently selected message is replaced if there are already five messages in the persisted list.
4. Use the arrow by the message field to select a message for display.

Note: Messages are preserved on the machine used to create them. They will not be available from other machines from which a user may log in to VIA3.

How do I add VIA3 to my Microsoft Windows Startup?

To add the VIA3 Logon to your Startup Menu:

1. Make a copy of your VIA3 Logon shortcut by selecting the shortcut from your desktop, and use the right-click button on your mouse to select "copy".
2. Click the Windows Start Menu button, and select Programs or All Programs (Windows XP).
3. Navigate to Startup and use the right-click button on your mouse to select "open".
4. Once the Startup window is open, use the right-click button on your mouse to "paste" the shortcut to VIA3 Logon to your Startup menu.

The VIA3 Logon web page will open each time you reboot your machine.

I need to schedule a meeting, what should I do?

VIA3 is integrated with Microsoft® Outlook® which makes scheduling a future meeting simple and familiar. Large scale meetings can also be scheduled and held using this same feature.

To Schedule A Meeting:

1. From the Launchpad window select File>New>Scheduled Meeting - the Schedule Meeting Window opens.
2. Enter a Meeting Name (optional; default text will display the host's name and the time, which may be changed), Password, Workspace (optional) and Meeting Type:

   - A collaborative meeting will provide all attendees with full VIA3 functionality (audio/video, etc.) Use this option with smaller groups of people who must see and hear each other to complete their work.

   - A presentation meeting will provide all attendees with limited access to VIA3 functionality Use this option when presenting to a larger group of people - attendees can see and hear the Host and Presenter, but can not be seen nor heard by the Host and Presenter. Questions or comments can be addressed in the Group Chat Window.

3. Click on the Create Meeting Request button – Microsoft Outlook will open a Meeting window auto-populated with the VIA3 related meeting details.
4. From the Microsoft Outlook Meeting window, enter the recipient's information in the "To" window, update the date, start time, end time information, if necessary, and click the Send button to send the invitation.
5. On the appropriate date and time all of the meeting attendees will be able to click on the link embedded in the Microsoft Outlook invitation. This link will connect users to the Join Meeting page where they will need to enter the meeting password, their registered VIA3 Username and Password or if they are not a registered user, enter their first name, last name, email and click the Join button.

How do I use VIA3 Workspaces?

A Workspace is a secure web-based portal designed to connect users, processes and information all in one easy to use site. Workspaces allow teams or work groups to collaborate. Members can view and post information, share files and documents, maintain version control, organize meetings, post discussions and get work done regardless of their geographic location.

The Workspace Home page provides a snapshot of the Workspaces that you have rights to access. Once a Workspace is selected, the Workspace content includes: Messages, Statistics, Discussions, Meetings and Files. Navigating to the individual areas of the Workspace is as simple as clicking on the desired tab: Home; Files; Discussions; Members and History.

To log on to Workspaces:

1. From the Launchpad window select File>Open Workspaces or click on the Workspaces toolbar button - the Log On window will appear.
2. Enter your VIA3 username, password, set the appropriate time zone and click the Submit button - your Select Workspace page will appear.

To create a new Workspace:

1. From the Select Workspace page click the New button - the New Workspace page will appear.
2. Enter a name for your Workspace.
3. If you would like to enter a description, click in the space provided and enter the desired description.
4. Click the Save button - the Home page of the newly created Workspace will appear.

How do I check Files In/Out of a VIA3 Workspace?

To check out a file:

1. From the Files list page, move your mouse over the desired file - a highlight box will appear around that file, a drop-down menu will become active and the file name will become an active link.
2. Click on the downward-pointing arrow - the available choices will appear.
3. Click on Check Out, the page will refresh and a check out notice, including the user's name, will be displayed beneath the file.

To check in a file:

1. From the Files list page, move your mouse over the desired file - a highlight box will appear around that file, a drop-down menu will become active and the file name will become an active link.
2. Click on the downward-pointing arrow - the available choices will appear.
3. Click on Check In, the Check In page will display.
4. Click the Browse button to navigate to the desired file - the Choose File window will open, click on the desired file and select Open. The Choose File window will close and the Check In window will display.
5. Enter any necessary comments in the Comments area provided - this information will be displayed on the Version History page for other members to see.
6. Click Save.

How do I add or delete a File in a VIA3 Workspace?

To add a file to a Workspace:

1. From the Files page click the Add File button - the Add File window will appear.
2. Click the Browse button to navigate to the desired file - the Choose File window will open, click on the desired file and select Open - the Choose File window will close and the Add File window will display the drive path to the selected file.
3. Click the Insert button - the file will be added.

To delete a file from a Workspace:

1. From the Files list page, move your mouse over the desired file - a highlight box will appear around that file, a drop-down menu will become active and the file name will become an active link.
2. Click on the downward-pointing arrow - the available choices will appear.
3. Click on Delete, a warning will appear, click OK.

How do I add or delete a Folder in a VIA3 Workspace?

To add a folder to a Workspace:

1. From the Files page click the Add Folder button - the Add Folder window will appear.
2. Type in the desired folder name.
3. Click Save - the new folder will be added.

To delete a folder from a Workspace:

1. From the Files list page, move your mouse over the desired folder - a highlight box will appear around that folder, a drop-down menu will become active and the folder name will become an active link.
2. Click on the downward-pointing arrow - the available choices will appear.
3. Click on Delete, a warning will appear, click OK.

Can I set a Workspace Alert?

Members can choose to have email alerts sent to them when a specific file has been changed or when a new file has been added to a VIA3 Workspace.

To set an alert on a file:

1. From the Files list page, click on the check box listed on the right hand side of the page associated with the file for which you want an alert to be sent.
2. A link to the file is provided within the text of the email.
3. To stop alerts un-check the box.

To set an alert on any new files added to the Workspace:

1. From the Files list page, click on the check box "Alert me when there are files added to this workspace".
2. A link to the file is provided within the text of the email.
3. To stop alerts un-check the box.

Note: If a user modifies the same file more than once within a 30 minute period, only one alert is sent. If a different user modifies the file within the 30 minute period, two alerts are sent - one for each user's modification.

How do I use discussion topics in VIA3 Workspaces?

Owners and Managers of a VIA3 Workspace can post discussion topics on the Discussions Page. Common uses for the Discussion area include: items to be discussed at the next meeting, meeting agendas, brainstorming and quick thoughts or updates. Workspace Owners and Managers may enter discussion topics.

To add a discussion topic:

1. From the Discussions tab of an existing Workspace page click the Add Topic button - the Add Topic window will appear.
2. Click in the space provided to name the topic (100 character limit).
3. Click in the space provided to enter your message text (5000 character limit).
4. Click the Post button.
5. The Topic Title will be displayed on the Discussions and Home Pages for all members to see.

To view a topic:

1. From the Discussions page move your mouse to the desired topic name and click on the link - the Topic page will appear displaying the added comments listed in order of entry.
2. To add to the discussion topic click the Post Message button, add your message in the space provided and click on the Post button.

• Owners: can view topics, add topics to the discussion page, post comments to existing topics and delete specific comments and topics. Editing specific posted comments is also available for 30 minutes after a specific comment has been posted. After the 30 minute period has elapsed the comment can not be edited.
• Managers: can view topics, add topics to the discussion page, post comments to existing topics and edit posted comments (within the time frame).
• Viewers: can view topics.

What do I need to do to start a meeting from a VIA3 Workspace?

In order for the "Start Meeting" functionality to work in VIA3 Workspaces, a user must be logged on to VIA3.

To start a meeting from a Workspace:

1. From the Members page click the Start Meeting button - the New Meeting Details window will open with the members listed in the Available Contacts area and the designated Workspace filled in.
2. Select the members with whom you wish to meet.
3. Click Meet Now.

Before clicking the Start Meeting button, click on the check boxes of those members you wish to meet with - doing so will automatically add their name to the Invited Contacts list on the New Meeting Details window.

The History page of the Workspace will record the following information: Meeting Name; Start time; End Time; Invitees; Attendees; Logs of the text sent in Chat during a meeting; Question and results of any saved Polls run in the meeting and Documents opened in the meeting that are associated with the Workspace.