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Technical FAQs

The following is a list of the most frequently asked technical questions. Please click on a question to read the solution.

  1. I have a question about MS and/or my treatment options?
  2. How do I view/join a webevent?
  3. What is the call in number?
  4. I want to be sure I can view the webevent, how can I test my computer system?
  5. What are the minimum System Requirements for the webevent?
  6. I can not get Windows Media Player installed ... What do I do?
  7. I am not hearing any audio, how do I fix the problem?
  8. I am on a slow connection and currently experiencing trouble with the webevent, what do I do?
  9. The video is playing exceptionally slow on my machine, what can I do about it?
  10. What if the slides don't advance?
  11. What do I do if after I click to launch the webevent, I get a blank window or nothing happens?
  12. I get to the player, but I can't seem to get any audio or video on the player, what can I do?
  13. I have technical related issues, who should I contact?
  14. I am having network connectivity or firewall issues. Whom should I contact?
  15. I missed the event, how can I view it?
  16. My machine is set to 800x600 resolution, is this a problem?
  17. I do not see a login? How do I login to the webevent?
  18. Why am I having trouble logging in?
  19. Do I need JavaScript enabled in order to view the webevent?
  20. Why do I not see any video, but I can hear the audio of the webevent?
  21. What connection speed should I use to view the video webevents?
  22. I am running my resolution at 800x600 on a projector and the Windows Task Bar is obscuring the bottom of the webevent, what can I do?

1. I have a question about MS and/or my treatment options?

You should contact your health care professional about treatment options for MS or refer to the MS LifeLines web site Rebif page or call our MS LifeLines specialists toll free at 1-877-447-3243.

These Frequently Asked Questions and the answers supplied are for technical issues only.

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2. How do I view/join a webevent?

  • To register for an event, click on "View Webevent" on the Live Webevents page.
  • To join a live webevent, click on "View Webevent" on the Live Webevents page. You can also join the conversation on the evening of the live event by calling our toll free line at 1-800-374-1475.
  • To view an archived webevent, click on "View Webevent" on the Webevent Archives page.

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3. What is the call in number?

On the evening of a live event, you can join the conversation by calling our toll free line at 1-800-374-1475.

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4. I want to be sure I can view the webevent, how can I test my computer system?

Run the System Test.

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5. What are the minimum System Requirements for the webevent?

The core requirements are Pentium III 400 MHz, 128 MB RAM (256 MB RAM recommended), Monitor and video card that support 64K color, Windows 2000, or XP (XP Recommended), Internet Explorer 5 or higher or Netscape 4.79 (Internet Explorer Recommended), Windows Media Player 9 or higher.

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6. I can not get Windows Media Player installed ... What do I do?

You can download Windows Media Player from Microsoft's website.

If you are still having issues, you may want to contact Microsoft's Windows Media technical support.

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7. I am not hearing any audio, how do I fix the problem?

  • First, do you have an audio card installed?
  • Second, check your "volume" settings in the Sounds area of your Control Panel and make sure they are high enough, and not muted in any way.
  • Third, make sure that your speakers are plugged in and turned on.

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8. I am on a slow connection and currently experiencing trouble with the webevent, what do I do?

Ideally, you should have a high-speed connection to view the webevent. You may also try:

  • Shut down any unnecessary applications that may be running.
  • If the webevent is an audio-only presentation, you should hear audio and see slides change in the player interface.
  • If the webevent is a video and audio presentation, try selecting the "56k" option. This will allow you to access the webevent AUDIO ONLY, with no video.

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9. The video is playing exceptionally slow on my machine, what can I do about it?

Select a lower "connection speed" when launching the webevent. If you are on a dialup, you will want to select the "56k" option. This is audio only and you will not receive video, since the video would perform poorly on a 56k connection.

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10. What if the slides don't advance?

A possible cause could be a firewall/security setting on your machine. Currently, the only known issue with software firewalls occurs with Norton Firewall. If you are running this software then please see http://www.ivtweb.com/webcasthelp/faqs.htm for troubleshooting this issue.

If you are running a hardware firewall or have other special security configurations which may be causing the problem then have check the firewall logs.

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11. What do I do if after I click to launch the webevent, I get a blank window or nothing happens?

  • Make sure you do not have Popup Blocker active on your browser or you're not running a pop-up blocker such as Google pop-up blocker. If you are, then you should either allow pop-ups on the page or turn off the pop-up blocker.
  • Make sure you are using a supported browser (Internet Explorer 5+ or Netscape 4.7+) and not an unsupported browser (AOL browser, Netscape 6 or 7).
  • If you are running Norton firewall program then attempt to troubleshoot the issue as described here: http://www.ivtweb.com/webcasthelp/faqs.htm.

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12. I get to the player, but I can't seem to get any audio or video on the player, what can I do?

  • Check your security settings in Internet Explorer. Open Internet Explorer and go to Tools/Options. Go to the security tab. Make sure that security is medium (default) or lower. If security is "custom" then make sure that download/run signed ActiveX components is either "enabled" or "prompted". Also, under the advanced tab, check under the "Multimedia" header and make sure that "play sounds/videos in web pages" is checked.
  • Check your Windows Media Player settings. Inside of Windows Media Player, go to Tools/Options/Network and make sure that "http" and "multicast" have a check next to them. Also, check the "player tab" and make sure that a check is next to "download codecs automatically."
  • If nothing seems to be working, make sure you can view embedded, streaming media from another site such as www.msnbc.com.
  • On the evening of a live event, you can join the conversation by calling our toll free line at 1-800-374-1475.

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13. I have technical related issues, who should I contact?

  • First you should run the System Test.
  • If this is during a live webevent, contact Technical Support from the lobby page or player interface by clicking on the Tech Support button.
  • If you are having trouble viewing an Archived Event, you may try going to another site like www.msnbc.com to ensure that you can hear audio or view video.
  • If you are still having technical problems, on the evening of a live event, you can join the conversation by calling our toll free line at 1-800-374-1475.

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14. I am having network connectivity or firewall issues. Whom should I contact?

If you are having network connectivity problems, such as Firewall issues you should contact your MIS department to help diagnose and fix the problem you are experiencing.

On the evening of a live event, you can join the conversation by calling our toll free line at 1-800-374-1475.

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15. I missed the event, how can I view it?

We're sorry we missed you. An archive may be available within a few weeks of the live event. Please check back again.

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16. My machine is set to 800x600 resolution, is this a problem?

It should not be a problem; however, for optimal results a resolution above 800x600 is preferred.

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17. I do not see a login? How do I login to the webevent?

The login will not appear until the webevent is live, please check back later.

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18. Why am I having trouble logging in?

If you have cookies turned off you will experience issues when logging into the system. Please turn your cookies on in order to access the webevent.

The cookies used for the webevent are session cookies and will be deleted when you shut down your browser.

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19. Do I need JavaScript enabled in order to view the webevent?

Yes, you will need JavaScript enabled in order to view the webevent.

Test to see if you have JavaScript.

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20. Why do I not see any video, but I can hear the audio of the webevent?

Most webevents are Audio-Only presentations, so there isn't any video.

If you are trying to view a video webevent and you selected 56k as your connection speed, you will receive audio only due to bandwidth constraints.

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21. What connection speed should I use to view the video webevents?

  • 56k - Recommended for users with a 56.6K Modem or 128K ISDN line. This is an AUDIO ONLY, no video will be available.
  • 100k - Recommended for users with a broadband internet connection, such as DSL, cable modems, and Leased lines.
  • 300k - Recommended for users that connect through a company LAN.

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22. I am running my resolution at 800x600 on a projector and the Windows Task Bar is obscuring the bottom of the webevent, what can I do?

You can temporarily hide your taskbar from view in Windows. You may also select the taskbar and resize it.

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Brought to you by EMD Serono, Inc. and Pfizer Inc., the co-marketers of Rebif® (interferon beta-1a) in the US EMD SeronoPfizer

Prescribing Information - Medication Guide

This information is intended only for residents of the United States.

Rebif is used to treat relapsing forms of MS to decrease the frequency of relapses and delay the occurrence of some of the physical disability that is common in people with MS. Rebif is not approved for the treatment of chronic progressive multiple sclerosis. Rebif is available by prescription only in 22 mcg and 44 mcg pre-filled syringes and a titration pack.

Before beginning treatment, patients should discuss with their doctor the potential benefits and risks associated with Rebif. Let your doctor know if you have a history of depression, seizures, liver disease, thyroid problems, and blood count or bleeding problems or if you have had previous allergic reactions to medications. Tell your doctor about all medicines you take, including prescription and non-prescription medicines, vitamins and herbal supplements. Rebif and other medicines may affect each other causing serious side effects. Talk to your doctor before you take any new medicines. Rebif is not recommended for women who are or plan to become pregnant.

Potential serious side effects of Rebif include depression, liver problems, risk to pregnancy, injection site problems and severe allergic reactions. Allergic reactions are rare and may be associated with difficulty breathing and loss of consciousness, which requires immediate medical attention.

The most common side effects with Rebif are injection site reactions, flu-like symptoms (fever, chills, muscle aches, tiredness), depression, abdominal pain, increased liver enzymes, and blood cell count decreases. Let your doctor know immediately if you have any of these symptoms or feel sad, tired, hot or cold, experience hives, rashes, bruising, yellowing of the skin, or a change in body weight (gain or loss).

You are encouraged to report negative side effects of prescription drugs to the FDA. Visit www.fda.gov/medwatch, or call 1-800-FDA-1088.

This information is not intended to replace discussions with your healthcare provider. For additional information about Rebif, please consult the Medication Guide or Prescribing Information and talk to your doctor. You can also call toll free 1-877-44-REBIF (1-877-447-3243). Rebif is available by prescription only.

MS LifeLines is an educational support service for people living with MS and their families. MS LifeLines and MS LifeLines Ambassadors are sponsored by EMD Serono, Inc. and Pfizer Inc.

Rebif, Rebiject II, and MS LifeLines are registered trademarks of EMD Serono, Inc. or its affiliates.

MS in Balance is a service mark of EMD Serono, Inc. or its affiliates.

Copyright 2008 EMD Serono, Inc. All rights reserved.