Genesys Meeting Center End-User Technical Troubleshooting Guide (v1 Genesys Meeting Center End-User Technical Troubleshooting Guide (v1.1) by Global Voice & Video Collaboration

Overview Service Availability Overview How to Access Genesys Meeting Center Genesys Meeting Center Support Questions & Answers Date: Oct. 2005 Version: 1.1 Page 2

Service Availability Overview Important Information: Usage of the Genesys Meeting Center is now being provided as the Global Web and Audio Collaboration tool. The new package which will be pushed to clients is (Meeting Center_3.5_EN_999). This will replace the (Genesys Web Conference Tool 1.0_EN_001) Consequence: Any clients using the old package will not be able to invite participants from their Lotus Notes Address books. Application sharing may not have the desired results. Genesys Meeting Launcher and Xpress meeting will not be available. Genesys Web Conference Tool 1.0_ EN_001 Package Meeting Center_3.5_EN_999 Web Collaboration Application Sharing Audio and Web Collaboration Lotus Notes Integration Launcher Xpress Meeting Reached End of Life Promote!! Date: Oct. 2005 Version: 1.1 Page 3

How to Access Genesys Meeting Center

1. Access Genesys Meeting Center from Internet Explorer (1/2) Launch Genesys Meeting Center from the browser... For All users: http://conferencing.novartis.com Note: Each time the Meetings are started a Java applet check is performed to determine if the component necessary to host or participate in a meeting are installed. Date: Oct. 2005 Version: 1.1 Page 5

1. Access Genesys Meeting Center from your Taskbar (2/2) Click the Genesys Meeting Launcher icon in your taskbar These menus will allow you to: Start an Xpress Meeting – manage your audio conference Start an Ad Hoc Meeting Start a Scheduled Meeting Enter the Conference Manager Date: Oct. 2005 Version: 1.1 Page 6

2. Access Genesys Meeting Center from Lotus Notes This an Email invitation you will receive when you are invited to attend a meeting Click this link to join the meeting Click this link to join as a presenter Click this link to test your browser Date: Oct. 2005 Version: 1.1 Page 7

2. Access Genesys Meeting Center from Lotus Notes- Testing your Browser Note: Testing of the browser ensures you computer is ready to host and participate in a meeting Date: Oct. 2005 Version: 1.1 Page 8

3. Java Error Messages For users who do not have the Java Plug in 1.4.2_xx installed and who have the Microsoft VM 3810 the following messages are displayed if the user does not have Microsoft VM assigned to the browser: Set Java environment to Microsoft VM Delete Java Cache Delete the C:\WINNT\Java\JavaConnect.ini file (user or local support) Note: See Question 3 in Questions Slide Date: Oct. 2005 Version: 1.1 Page 9

4. Popup Blocker For Engine 3.x and above users (Windows XP SP2) there is a Popup blocker installed on your machines which will not allow for access to the Genesys Meeting Center. User needs allow Pop ups from this site. Note: this is a one-time action Date: Oct. 2005 Version: 1.1 Page 10

Genesys Meeting Center Support

Genesys Early Adopters Support user with technical issues Support user with basic functionality issues Identify severity of request (user or IT infrastructure) Escalate unresolved issues to Genesys Regional/ Local Service Desks- Contact information can be found: http://registration.conferencing.com/novartis/contact/techsupport.htm Date: Oct. 2005 Version: 1.1 Page 12

Questions & Answers

Questions Which Java Version is required for Genesys Meeting Center (GMC)? How can the user check which version of Java is active during a given IE session? What happens if the user has a Java version which isn’t supported by GMC? The user has the minimum SUN Java version and still has problems, or receives the following error. Why? (Last resort options.) Why do some users get pop-up boxes when logging in, but others don’t? How do I invite participants from my Lotus Notes Address book? Is an application needed to access Genesys Web Conferencing? How do I access Genesys? When will the Genesys web conference be available after I schedule it? Date: Oct. 2005 Version: 1.1 Page 14

Q1. Java Version Requirements Which Java Version is required for Genesys Meeting Center? Java minimum requirements for Genesys Meeting Center browser are: Sun JRE 1.4.2 (optionally available on ENGINE V2.0 and above) MS Java 5.0.0.3810 (optionally available on ENGINE V2.0 and above) If the user’s workstation does not meet the requirement, the following error message could appear (this is the most common message). Other error messages are possible. It is also possible that the browser may shutdown without generating an error message at all. Date: Oct. 2005 Version: 1.1 Page 15

Q2. Which Java Version How can the user check which version of Java is active during a given IE session? A third party tool can be used to determine this. The user must go to the following URL: http://javatester.org/version.html The version of Java is displayed about halfway down the page, in the pink box: Note: MS Java 5.0.0.3810 is displayed as „Java Version: v1.1.4 from Microsoft Corp.“ SUN Java is displayed with the exact version, as seen in the picture above. Date: Oct. 2005 Version: 1.1 Page 16

Q3. What if installed Java Version not supported What happens if the user has a Java version which isn’t supported by Genesys? Note: Upgrading to Engine 3.x is the best solution to guarantee Genesys functionality. If upgrading is not an option, follow the below steps. a) the user can request the ability to install/upgrade to SUN Java v1.4.x. This may not be possible due to restricted portfolios. The portfolio manager should be contacted to see if the SUN Java can be upgraded. b) if upgrading to SUN Java v1.4.x is not possible, the user should request the ability to install/upgrade to MS Java v5.0.0.3810. This also may not be possible due to restricted portfolios. If both vendors’ version of Java are required (e.g. SUN Java v1.3 for a business critical application in a restricted portfolio and MS Java for Genesys), then the user will need to manually switch between Java vendors (when switching between the business critical app and Genesys) by selecting: Start / Programs / Internet Explorer / Set Java Environment / select the other Java vendor (e.g. select MS Java to use Genesys) / OK The user should log off and then log on, in order for the change to take effect If upgrading to either SUN Java v1.4.x or MS Java 5.0.0.3810 is not an option, the user must wait for a portfolio upgrade, and is unable to use Genesys until the upgrade occurs. Date: Oct. 2005 Version: 1.1 Page 17

Q4. I checked everything – it still doesn’t work (1/2) The user has the minimum MS Java version, but still have problems. Why? It is possible that the MS Java files have become corrupt. From within IE: Click on ‘Tools’  ‘Internet Options’  on the ‘General’ tab, hit the ‘Delete Files’ button. Select the ‘Delete all offline content’ option & hit ‘OK.’ Click on ‘Tools’  ‘Internet Options’  on the ‘General’ tab, select ‘Settings’  ‘View Objects’ (see screen shot below). Delete JavaConnect, JNILoader Control, and any files beginning with Sametime... or ST.... Click on ‘OK’ to close when done. Click on ‘Tools’  ‘Internet Options’  on the ‘General’ tab, select ‘Settings’  ‘View Objects’ (see screen shot below). See if any files have a Status of Damaged or a Creation Date in the future (excluding Java Runtime… files). If so, delete them and re-install MS Java. Shut down and re-start the browser. Date: Oct. 2005 Version: 1.1 Page 18

Q4. I checked everything – it still doesn’t work (2/2) The user has the minimum SUN Java version and still has problems, or receives the following error. Why? It is possible (or in case of the above error, did) that the Java files have become corrupt. With IE shut down, click on ‘Start’  ‘Settings’  ‘Control Panel’  ‘Java Plug-in’ (make sure not to select java Plug-in v1.3).  ‘Cache’ tab. The applets can be deleted from here by pressing the ‘Clear’ button, then pressing ‘Yes’ to confirm. Restart the browser. Date: Oct. 2005 Version: 1.1 Page 19

Q5. Pop-up boxes Why do some users get pop-up boxes when logging in, but others don’t? The vendors of Java work differently. When using SUN Java 1.4.x, you should not receive any pop-ups from IBM. If the user receives the Novartis pop-up box below, then the user must install the ‘Web Browser’  ‘Java Security x.x_EN_xxx’ program via NetInstall. The user may need to be added to the list of users who are allowed to shop for the package. When using MS Java, the user should receive 2 IBM pop-up boxes. The user must click on ‘Yes’ when they appear. Date: Oct. 2005 Version: 1.1 Page 20

Q6. Lotus Notes Address Book (1/2) How do I invite participants from my Lotus Notes Address book? Log in to Meeting Center. At the Conference Manager Screen Click Schedule a Meeting. Step 1: Enter the Meeting Topic and select the date. Step 2: Click the drop down arrow next to Favorites, Select “Global Address Book” You will be prompted to enter your Lotus Notes Password. Add the desired users, Click Next to continue scheduling your meeting. Date: Oct. 2005 Version: 1.1 Page 21

Q6. Lotus Notes Address Book (2/2) How do I invite participants from my Lotus Notes Address book if I am a Mobile user? Log in to Meeting Center. At the Conference Manager Screen Click Schedule a Meeting. Step 1: Enter the Meeting Topic and select the date. Step 2: Click the drop down arrow next to Favorites, Select “Select Notes Database” Navigate to N:\Notes\Data\MDCNOV.nsf (Mobile Directory) You will be prompted to enter your Lotus Notes Password. Add the desired users, Click Next to continue scheduling your meeting. Date: Oct. 2005 Version: 1.1 Page 22

Q 7, 8, 9 Is an application needed to access Genesys Web conferencing? Yes. The application will be automatically installed to your workstation. Access Net Install for How do I access Genesys? Access Genesys at http://conferencing.novartis.intra When will the Genesys Web conference be available after I schedule it? You can schedule an Ad Hoc meeting which will be available immediately or you can schedule meeting for a future date. Date: Oct. 2005 Version: 1.1 Page 23