2. Interwise Live FAQs (Frequently Asked Questions)

2.01 Installing Interwise Software

Q : My Company Uses a Web Proxy Server. Can I Still Participate in the "Interwise Live™" events?
A : Yes. Interwise works with most Firewalls and Web Proxy Servers. Interwise Live Support can help you identify any special needs you might have during the initial Interwise software installation process.
Q : My Company Uses a Firewall. Can I Still Participate in the "Interwise Live™" events?
A : Yes. Interwise works with most Firewalls and Web Proxy Servers. Interwise Live Support can help you identify any special needs you might have during the initial Interwise software installation process.
Q : I've downloaded the Interwise Participant application from the Interwise website, but am not sure what to do next?
A : You downloaded a file from the Interwise website which you will use to install the actual Interwise Participant software program. Your next step is to install the Interwise Participant application on your PC. Locate the file which you downloaded from the Interwise website, make sure you have all other Windows applications closed, then double click the file which you downloaded. You will be guided step-by-step through the installation procedure. If you have any questions during installation, please contact InterWise Live Support.

See also: Interwise Live Support Help

Q : Why should I test my Interwise software installation prior to participating in a live web event?
A : Though most corporate networks and modems use similar technology and protocols to connect you to the Internet, every configuration is unique. Interwise uses your Internet connection to provide you with a robust online event experience, and since the Interwise solution must rely on your existing network or modem configuration it is recommended that you perform a quick functionality test to ensure you the best possible experience while you are in an event. An automated testing event is located here:


Q : Who can I call if I'm not sure that I'm ready for my event?
A : Call Interwise Live Support at a number listed below: Interwise Europe : +41 21 620 7750 - 9:00am to 6:00pm Swiss time (+1 GMT)
Q : Why do I need to use the same PC for testing the Interwise software and for attending a live event?
A : When you attend an event using the Interwise solution, you first download and install the Participant software onto your computer, which allows you to Log In to a live event or watch a recorded event. Interwise needs to test the functionality of this software on the computer you will be using the day of your event so that we can gauge the stability of your network connection. See the FAQ "Why should I test my Interwise software installation prior to participating in a live web event?" for more details.

2.02 Help on the day of your live class

Q : How can I locate the entrance to a live event that I am registered to participate in?
A : Once you register for a live event, you will be sent an email containing a hyperlink that will take you directly into your event. If you supplied a false email address when registering, or did not receive the email with the hyperlink for any reason, you may also visit the following web page to view a list of all events that you have been registered to. The event that you are trying to enter will be listed next to a hyperlink that, when clicked, will take you directly into your live event.
http://www.interwise.com/live/viewreg.asp

Q : I am registered for a live event, have clicked the link to enter the event, but I have not been sent automatically into the event. What can I do?
A : If you are a registered participant in a live event, you have an email from Interwise that contains a hyperlink that is used to enter your event. If you are unable to enter the event even after you click the link, the event "door" may not be open yet. Event "doorways" are opened 15 minutes before the scheduled start time. If you arrive at the entrance more than 15 minutes before an event begins, simply wait a few minutes, then press the refresh button on your browser and you should be able to enter your event.
Q : How early should I log in to my live event?
A : You should plan to click the link that takes you into your event at least 5 minutes prior to the scheduled start time, but no more than 15 minutes prior to the start time for your event. If you do arrive early, simply wait a few minutes, then press the refresh button on your browser and you should be able to enter your event.
Q : What should I do if my Username and Password do not work on the Interwise Virtual Communications Center?
A : First, check that you correctly entered the same Username/Password combination that Interwise sent to you via an email titled "Save This Email - Your Interwise Class Details". If the Username/Password combination is the same as the one in the confirmation email, please contact Interwise Live Support.

Live Support Phone Numbers
Interwise Europe : +41 21 620 7750 - 9:00am to 6:00pm Swiss time (+1 GMT)

Live Support Email: For Benelux:
interwise@bluechain.com
Interwise Europe:
support@interwise.com

Q : How will I receive my event materials for my live event?
A : If you have registered for an event and tested your Interwise Participant software installation, you do not need to worry about receiving event materials. Interwise utilizes "push" technology to send event materials to registered participants any time they are connected to the Internet and are using the PC on which the Interwise software is installed. The Interwise push software will intelligently wait until bandwidth becomes available on your Internet connection before sending your PC the files you will need in order to effectively participate in an event. If you are not connected to the Internet between the time you register for an event and the date of your live event, the moment you enter your live event the Interwise push technology will work in "fast mode" to deliver the event materials to your PC in real time. If you have installed the Interwise software and are wondering why there is now an Interwise icon in your Windows System Tray, this is the Interwise push application. Please do not remove this tool or you will be unable to receive event materials. Please contact Interwise Live Support should you need to re-install the push tool.

2.03 Help with your Interwise.com user account

Q : What should I do if my Username and Password do not allow me to Log On to Interwise.com?
A : It is possible that you may be trying to use an incorrect Username/Password combination.

You created your Username and Password when you first setup your Interwise.com User Account, or when you first registered for a live event. Interwise sent you a New User Account confirmation email, containing a copy of your Username at the time that you first created this account.

If you need to lookup your Password, click the link below and follow the instructions:
http://www.interwise.com/logon/forgotpassword.asp?nextpage=/live/

If you correctly entered your Username and Password and are still unable to login, please contact Interwise Live Support.

Q : I have installed the Interwise Participant application, and would like to know more about what I can do next?
A : Exciting! You are about to enjoy the very best online personal interaction environment on the market today.

The best place to start, after your initial installation of Interwise Participant, is with the recording Introduction to the Interwise Participant Interface . This Interwise recording will familiarize you with the simple controls that will allow you use the Participant application effectively.

Alternatively you can join one of our Interwise Product Guides for a live overview of Interwise ECP . A real live person will welcome you and give you a personal tour of some of the things that Interwise ECP can offer you as a participant in a live online event.

After you have experienced an overview of Interwise Participant you might choose to participate in one or more of our live events taught by industry experts, covering a variety of topics, including many from Microsoft and other Interwise partners. Additionally you might explore our catalog of recorded events that let you learn at your own pace.

2.04 Help with live class registration

Q : I've registered for a live event, what should I do now?
A : Usually within a few hours after registering for an event you will receive an email from Interwise that confirms your registration and explains the next steps to take in order to successfully participate in your event.

If you fail to receive this email, please click the following link in order to verify that you entered your email address correctly when you registered:
Verify my email address by looking at my User Profile

There are two simple steps to take prior to your event.1) Install the Interwise software2) Log in to your event

If you verify that your email address is correctly entered in your Interwise.com User Profile and you still did not receive an email confirming your event registration, please contact Interwise Live Support. Please include your Interwise.com Username and a phone number where you may be reached during North American business hours.

Q : How do I know where to go to enter my live event?
A : Usually within a few hours after registering for an event you will receive an email from Interwise that confirms your registration and also contains a hyperlink that will take you directly into your event.

If you fail to receive this email, please click the following link in order to verify that you entered your email address correctly when you registered:
Verify my email address by looking at my User Profile

If you supplied a false email address when registering, or did not receive the email with the hyperlink for any reason, you may also visit the following web page to view a list of all events that you have been registered to. The event that you are trying to enter will be listed next to a hyperlink that, when clicked, will take you directly into your live event.My Event Registrations

3. Interwise Live Help

The Interwise Live Support team has been recognized as one of the best in the industry. If after reviewing our FAQ's you still have technical questions, please contact Live Support in any of the following ways:

Live Support Phone Numbers
Interwise Europe: +41 21 620 7750 - 9:00am to 6:00pm Swiss time (+1 GMT)

Live Support Email:
For Benelux: interwise@bluechain.com
Europe: support@interwise.com

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