Newest KB Articles

Progress Bar Fails to Update

Wed, 19 Nov 2008 09:38:40 GMT

When uploading a file or several files the vistime application fails to report the status of the file upload and may appear to the user as though the client is failing to upload or download any of the data.

Data is actually passing to and from thhe client, however the progress bar isn't displaying this status. Developers are investigating this issue and more details will be published within the next 24 - 48 hours.

Windows Vista Update Error Resolution Proceedure

Wed, 19 Nov 2008 09:26:17 GMT

Currently, when a vistime update is released and the user is running Windows Vista, due to the UAC control you are required to run vistime with administrative privileges so as the vistime updater can be launched.

In the latest release this issue has been resolved, and all new installs are not affected by this issue. However all current users running vistime will need either re-install the vistime application (recommended) or follow the advanced vista resolution procedure.

Recommended Resolution

Open the Start menu and select "All Programs" then select the vistime folder
Click on Uninstall
Follow through the wizard and click "Finish"
Navigate to http://www.vistime.com/download.html and click the "Download Vistime" button
Download and install vistime, you will now be able to update without running vistime as the administrator

Advanced Resolution

Note: Please follow the steps below at your own risk.

If the above reinstall procedure doesn't resolve the vistime updater then you may follow the advanced steps below;

Please ensure that vistime is up-to-date, to do this open vistime as the administrator
Right click on the vistime icon and select "Run as Administrator"
If any updates are required please install them
If any further updates are required please install them as well (you will be prompted if this is the case)
When the login window appears, close the vistime application
Open the Start menu and navigate to "All Programs" then select "Accessories" then click the "Run" icon
In here type in "c:\ProgramData\Firmware Technologies Inc\Vistime\" and press OK
Delete the file called "common settings.xml"
Close the window and re-open vistime
Download any updates required, you shouldn't need to start vistime as the administrator

If you continue to have any issues after this procedure please contact support@vistime.com.

Blank Conference Screen

Wed, 19 Nov 2008 09:01:03 GMT

When attempting to view a file within the playlist you may experience a 'blank screen' in the conference window, however other files appear to open without any problems.

Developers are investigating this issue if you experience this issue we request if possible that you email support@vistime.com with the file that results in the blank screen as well as details of your operating system (e.g. Windows XP/Vista).

Word 2007 Filetype Freezes

Wed, 19 Nov 2008 08:57:00 GMT

When uploading or attempting to view a Microsoft Word 2007 file you may experience the following symptoms;

Vistime appears to freeze
The computer appears slow to respond
The progress bar doesn't continue

Developers are aware of this particular problem and are working on an update to resolve these issues.

If you experience any other issues, please send the error message that you are receiving to support@vistime.com with the version of Windows you are running and as much details about your system as possible.

Vistime Cannot Download Updates

Tue, 18 Nov 2008 00:29:50 GMT

When attempting to open vistime, the vistime application will launch the vistime updater – this is to ensure that you are running the latest version of vistime to prevent any client inconsistencies across the vistime network. If the vistime updater is unable to be launched (such as with Windows Vista) or cannot contact the vistime update servers, you will receive an update error.

Internet / Firewall Check

Firstly please check that you are able to access live internet websites using your web browser, the best way to do this is to perform a web search in your favorite search engine. If you are unable to load these sites you may need to contact your IT technician or your Internet Service Provider.

If you are able to view the internet sites without any problems, then it could be a firewall on your local machine, if you have a firewall installed on your machine; try disabling it temporarily, once disabled try closing the vistime application and starting it back up again. If vistime is able to update and connect correctly, you may need to add vistime to your trusted or safe list of applications; if there is still an issue please contact support@vistime.com with your firewall software and operating system details.

Windows Vista

Please note that the current version of vistime does not have any issues with Windows Vista and the Account Protection, however if you are running a previous version of vistime please refer to the vista upgrade proceedure here;

http://support.vistime.com/Content/frmKBPreview.aspx?articleid=6

Corporate / Enterprise Firewall Details

Tue, 18 Nov 2008 00:26:54 GMT

If you have connection difficulties and you are part of a medium – large enterprise this information may need to be forwarded to your Information Technology / Information Systems Engineers so that the vistime client can connect to the vistime servers on the live internet.

We have attempted to ensure that vistime will work through almost any firewall configuration, however as every network is different and some corporations have stronger and custom configured networks (for good reason) some settings may need to be changed at the corporations site where necessary.

Proxy Servers

By default the vistime application will check online for updates over HTTP (port 80) to a dynamic php page, this is done to prevent caching of the page so that the clients update in proper fashion. The vistime client will also pull from the registry (if possible) the systems’ default browser and will use that browser’s user-agent for all HTTP get requests. Where this information is not available vistime will use the Firefox user-agent.

If the connection is blocked or is transformed from the proxy server in a way that renders the data unreadable by the vistime updater an update error will be displayed. This can be considered a critical error as when a vistime update is released all clients must run the same version to prevent incompatibility issues.

If possible any request to the vistime.com domain should be white listed from the proxy server, if that is not possible then a list of IP Addresses that the vistime client may connect with directly can be obtained from the vistime support team, please email support@vistime.com and request for this information.

Firewalls

Vistime will connect on the following ports, please ensure that the client can make a connection outward and that data can be returned.

Port Number	Port Type	Description
80	HTTP	Vistime updater application (check and download)
443	HTTPS	Used by the vistime application for all data
12000	Registered Range	Alternative connection to the master server
12001	Registered Range	Alternative connection to the conference server
12002	Registered Range	Alternative connection to the file server

Port 443 is the preferred connection port, however please ensure that a connection to the update server can be made over port 80.

Network Address Translation

This must be enabled on your network in order for a successful connection to the vistime network, under most to normal circumstances this shouldn’t be an issue.