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| Q: What features does this software provide?I am using this software for the first time,have no experience it,and want to try it. |
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| A: This software is a full screen Video communication application.It supports multipoint videoconferencing.If you and your friends or colleagues both have downloaded and installed this software,and are equipped with digital PC video cameras,you can conduct free audio/video communication with each other.
You can also find friends to communicate with in the Online Area as well. |
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| There some other features provided for you such as the KTV feature to record local audio video data,the Eyetel link function that allows others to communicate with you by clicking corresponding buttons on your webpage, and without the need for installing the software, register TV2TEL ID.You can try it out this way.
You can view Help, which provides detailed information about how to use these features. If you encounter problems when using this application,please call our "Technical Support". |
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| Q: The software is not installed? Window98 is not supported? |
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| A: If you are running an unsupported version of Windows, during the process of installation, it will prompt the user that *.dll files can't be found.If you are using Windows98 operating system, you need to upgrade your operating system to XP.This software does not support Windows98. |
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| Q: Can't apply for registered numbers? |
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| A:
Case 1 - |
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After installing firewall software, the port will be close automatically.So,you will need to manually open this port(TCP5000, 8889). |
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Case 2 - |
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The possible reason is that there are too many people who are applying for numbers at the same time,and the servers are too busy to respond. |
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| Q: How to search for online friends. |
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| A: In order to protect your privacy,you can not search online friends,just like that of mobiles and telephones.But we provide Online Area, you can communicate with online E friends there.Of course,you can also tell your friends to download this software and start using it. Then,you can add their number to your address book. |
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| Q: How to apply for the Extensions function? |
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A: Host program is provided after making an application to our company.Please fill out the application form,and fax it to: 021-53083586.
You can obtain the application form from our website(Download the application). |
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| Q: Why does my Friends List disappear? |
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| A: If the current Friends List is not stored on the servers,if you log onto another computer or reinstall the operating system software,your Friends List will be lost.So,remember to backup your Friends List related information.A method for backing up the list is provided below. |
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| To backup your Friends List: |
| TV2TEL Friends List file is stored in windows directory: C:\Program Files\EyeTel\EyeTelHist\your TV2TEL ID\, and the corresponding file is "friend.mdb". |
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| Just to backup this file will be sufficient.When you want to restore your friend list related information,just copy the "friend.mdb" file into the corresponding directory on another computer.The Friends List will appear again. |
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| Q: If I haven't backup my friend list related information, how to restore? |
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| A: The friend list related information of TV2TEL is stored in the local machines,and not centrally stored on the servers.You can add friends again with the original methods,but you can only restore one at a time,and only when your friends contact you.So,remember to backup the Friends List regularly. |
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| Q: How to know the contact online status (logged into TV2TEL)? |
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| A: If a specified friend is in your "Friend List", then you will see a blue icon beside them, it indicates that he/she is online. And if you see a gray icon, it indicates that he/she is offline. Otherwise if the specified friend is not in your "Friend List", if you can hear the ring when calling them, it indicates that he/she is online. And if you can't hear the ring when calling, it indicates that he/she is offline. |
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| Q: How to enlarge video size? |
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| A: After video communications having been established, either by "local video communication" or "remote video communication",there will exist "-" , "+", and "X" buttons on the right top of the screen.Click "+" button,you can enlarge the screen size by size until the screen is full screen.Click "-" button, you can reduce the screen size.When full screen,if you click "X" button,you can restore the screen to the original size. |
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| Q: When the connection fails,how to reset settings and detections to repair the line? |
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| A: After install firewall software,the ports used by TV2TEL will be closed automatically.After connected,a picture of a trumpet will appear. With the firewall loaded,you can conduct audio communications only.You should close the firewall software manually to run TV2TEL video. |
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| Q: KTV (MV Show) can't use the PC video camera. |
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| A: Close all video communication programs, which may be using the PC video camera first,and then restart KTV (MV Show) again to make it work well. |
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| Q: If I have no idea about whether my microphones, speaker or PC video camera work well or not, how do I test them? |
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You can open KTV(MV Show) function to check whether there exist video and audio devices or not.
If you have no video and audio, you can click the icon on the right bottom of the screen, then select "Setting" -> "System Setting", and you can configure parameters for your Microphones, speaker and PC video cameras. |
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| Q: I am having loud noises and feedback during the process of communication, what do I do? |
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| A: Please check whether there are built-in microphones in the PC video camera.If so,you should disable them using,"Equipment Management Devices".If you are using audio-boxes,you should put microphones far away from boxes and tune volume down to avoid feedback. |
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| Q: How about the effect on video communication quality when connected to the Internet using a dial up modem?Is the quality the same as the when connected to the Internet with broadband? |
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When connected to the Internet by DSL or cable modem, the video communication quality is better and clearer than that of similar software. You can't conduct video communications when connected by modem. Generally speaking, the higher your speed the better your video communication quality will be. |
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| Q: During the process of using KTV (MV Show), what can I do when KTV (MV Show) can't be opened and the system prompts me that this operation failed? |
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| A: You will need to install DirectX9.0, as well as Windows Media Player10 or above. |
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| In the Window system, select 'Start --> Run' (then input: 'dxdiag'), and you can check the version of that is DirectX installed. In the Window2000 system, you can download this software from the Internet. After installation, you can start using normally. |
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| Q: Is this software free? |
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| A: Yes, it is free. |
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| Q: How to make TV2TEL remember password for automatic login? |
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| A: When you log in, check the box to select "Save Password", and you will be able to log in automatically. |
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| Q: Why does the contact appear to be offline when they are on line? |
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| A: Since the information for your friend is not stored centrally on the servers, there is a delay time for when the system detects you friend's login. This is why they appear to be offline. We are making every effort to solve this delay problem. |
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| Q: Many types of IM software limit number of friends you can store information for. What is the maximum number of friends for TV2TEL? |
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| A: TV2TEL makes no limit to the number of your friends that can be stored. |
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| Q: Will my computer be vulnerable to being infected by viruses when using TV2TEL? |
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A: If you only use video telephone and program sharing features, the computer will not be vulnerable to viruses.
When you use the instant files feature of TV2TEL to receive files from others, you should be careful to check downloaded files for viruses. Similar to using E-Mail software and other file transmission tools, and when downloading files directly from websites, you should take measures to protect your computer from viruses.
We strongly recommend you to use real-time update tools of virus protection programs to scan files received to check whether these files have been infected already, even when you are receiving files from your best friends. |
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| Q: Why are my video images very slow? Why do the video images move for awhile and then stop? The image is very choppy. When logged in, I selected "20K Wonderful Full Screen" mode. |
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| A: "20K Wonderful Full Screen" is based on low speed. To qualify video communications, and to avoid too much data to be transmitted, the system is designed to transmit one frame of high quality image every ten seconds. |
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| Q: Why are my video images very slow when I am in full screen mode and the participants all select 1M broadband to conduct video communication? My computer's CPU is P3, and the speed is 2M. |
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| A: In the case of selecting 1M, full screen video data compression/decompression will need substantial CPU operations, and the P3 CPU is busy in these operations, resulting in a slow video image speeds. We recommend you reduce the screen size in the video window or to select speed below 220K for connection. |
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| Q: What to do when audio and video are not synchronized? |
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| A: When network is not stable, we recommend you select smaller connection speed, such as "ISDN speed 128K", or "ADSL speed 512K" . |
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| Q: When conducting full screen video communication, the response is very slow. How do I improve this? |
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| A: Conducting full screen video communication will use large number of CPU resources. If the cases described above are encountered, then that is an indication that your CPU is overloaded. We recommend you reduce the screen size for video communications. |
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| Q: What requirements does TV2TEL make for cameras? |
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| A: No requirement. All digital PC cameras you buy from market can be used. |
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| Q: Having low speed, can I still conduct video communication with others? |
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A: Yes, you can. When log in, please choose the correct mode corresponding to your real situation to conduct video communications. The system will automatically determine the lowest speed of the participants to be used when transmitting data.
If you still feel that your speed is too low, you can consider selecting "Dynamic Video" or "Static Video" in your local video window.
"Dynamic Video" is normal video (default), while "Static Video" means transmitting a frame, or one image, every 10 seconds. |
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| Q: How do I view message history and the TV2TEL ID of my friends, which have been contacted before? |
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| A: Messages can be viewed in the history records of your Instant Messages, which includes the text records of your video telephone calls previously conducted. Right click the TV2TEL icon on the bottom right corner of the screen, select "History Record", and you can view these. All communications are recorded in the history record. |
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| Q: When a BUG is discovered, how do I report feedback to TV2TEL? |
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A: If you find any software bugs, please feedback your discovery in a timely fashion to help us improve this software. We would be very appreciative for timely response.
Email Address: kj@eyetel.net. |
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| Q: Is there any difference between Modem Wonderful Full Screen and dial up Modem? |
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A: Modem high quality can improve video clarity when transmission speed is low, because it sends one image every 10 seconds.
Modem can improve video quality, but the effect is not as good as that of Modem Wonderful Full Screen. |
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| Q: Several cases of connection failures and their solutions. |
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| A: Case one: Why can't I register to log in after downloading and install this software? |
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Reason: You have firewall software installed in the computer, and it blocked ports used for registration and log in. |
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Solution: Close the firewall application or open ports used by TV2TEL so that the firewall will not block them. Registration port is TCP 8889, Login port is TCP 5000. |
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Case two: Audio images stay in disconnected status for a long time. |
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Reason one: You have a firewall installed (hardware/software), and it closed the ports needed when conducting communications. |
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Solution: You can uninstall the firewall (hardware/software), or open ports needed to make TV2TEL work correctly. |
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When ports needed are not open, it will stay in the disconnected status. |
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Reason two: In LAN, if the NAT address transformation of the network fails, it will also stay in this status. |
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Solution: Find computers having public network address to be used. |
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Case three: After connection is established, only a trumpet image is displayed but no video. |
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Reason: UDP ports have been blocked. |
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Solution: Open firewall UDP ports needed. |
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Case four: Why is the video screen black, and can hear intermittent voice after connection with the other party who is using a digital PC camera? |
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Reason: You have selected speed not appropriate for your real situation at login. If you selected a speed that is too high during log in, it will result in video without images. Even if any images are shown, the images and voice transmission will be very slow. |
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Solution: Select "Login Again", then select the appropriate speed from the login window to log in. |
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Speed Selection Choices:
In general cases, set your "Speed/ 2" as your login speed according your local network environment. |
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| Traditional MODEM telephone line users |
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| Modem 56k (Upload 20k) High Quality |
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| Traditional MODEM telephone line users |
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FTTB,FTTP,CDMA1X users, are recommended to select ADSL speed 1M (Upload 440Kbit) Login. |
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| Q:
Failure: when using video telephone to conduct communications, I can hear voice from the other party, but they can't hear me. Only after I open KTV feature, the other party can hear me.
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| A: When you are at the Login prompt, please click the following buttons in order: Control panel –> Sound and Audio Devices –> Volume –> Advanced –> Options –> Properties –> Record. Choose to select microphone –> Advanced –> choose all options such as MIC Boost. |
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| Q: Why can I only hear voice of the other party while can't see their image when I am using i Offices? |
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| A: You need to install DirectX9.0. |
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| Q: Why is the video communication very slow, and the audio is intermittent when using i Offices? |
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| A: There are many possible reasons. |
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| 1. If your machine performance is low, the computer can't process related information in a timely manner and low system power can cause this to happen. |
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| 2. If your network speed is too low, this can happen. |
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| 3. If the conference leader's hardware or network conditions are not good enough, and this can happen. |
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| Q: Why can't I see online rooms of i Offices on the website? |
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| A: After opening the website, click the "Status" button of this website, then all online room will be listed. |
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| Q: Why I can only hear voice from the other party, while the video screen is black when I using Smart Mobile Phone/PDA version of TV2TEL to conduct video communication with my friends who are using the PC version of TV2TEL? |
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| A: The reason is that one of the terminal users has selected 20K to log in. Just have this other party change his speed mode when logging in, and you will be able to see video again. |
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