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This guide contains instructions to help you install and configure the plugin required for eVisit (Videoconference) running on a Mac.

Table of ContentsBefore You Begin - What You Need to Succeed ................................................................... 2

Installing the Plugin .......................................................................................................................... 3

Safari Plugin Installation .......................................................................................................... 3

Checking Mac OS Version .............................................................................................................. 4

Checking MacBook Power Plan ................................................................................................... 4

Testing Audio and Video Quality ................................................................................................ 5

Creating a Favourite/Bookmark .................................................................................................. 6

VidyoWeb Plugin Updates............................................................................................................. 6

Troubleshooting Install Issues ...................................................................................................... 7

Nothing happens when clicking the install or download link.................................... 7

Safari: Allowing Pop-ups ...............................................................................................7

Your status remains ‘continuously loading’ (offline or spinning wheel) ............... 8

Use a supported browser ..............................................................................................8

Ensure otn.ca is allowed in proxy settings .............................................................8

Allow VidyoWeb plugin in the browser ...................................................................9

Blocked plug-in / Flash out of date ................................................................................. 10

VidyoWeb plugin can’t be opened ... unidentified developer error ....................... 11

Removing the VidyoWeb Plugin .......................................................................................... 12

Safari Plugin Deactivation or Removal .................................................................. 12

For further assistance and technical support, contact OTN Technical Support

Phone: 1-855-654-0888 Email: techsupport@otn.ca

Installing the Plugin on a MaceVisit (Videoconference)

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Before You Begin - What You Need to Succeed

Is your computer powerful enough? Does it have the power?• You need Mac® OS X 10.8 - 10.11.6 or macOS™ Sierra 10.12* and at least 1 GB RAM.

• Always plug in your MacBook to a power source for best video quality.

• For detailed requirements, see the Technical Readiness guide available from eVisit (Videoconference) Help.

• You need administrator privileges on your Mac to install or upgrade the software.

Audio & video devices - the right stuff!• A speakerphone with “echo cancellation” or a headset is mandatory.

• Your camera should support ‘high definition’ (HD) video quality.

• For detailed requirements, see the Technical Readiness guide available from eVisit (Videoconference) Help.

• Ensure you have the most up-to-date drivers for your camera, speakers & microphone.

Do you have the right connections?• When using a wired connection, you need a high-speed Internet service.

• When using a wireless connection, you need Wi-Fi or 4G-LTE service.

• Using a Mac with a Safari or Chrome browser, you must successfully pass OTN’s quality and access tests at networktest.otn.ca.

• For detailed requirements, see the Technical Readiness guide available from eVisit (Videoconference) Help.

* For instructions about checking your Mac OS version, see Checking Mac OS Version on page 4.

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Installing the Plugin

eVisit (Videoconference) uses the VidyoWeb plugin to generate its video window. Plugins are stand-alone programs that communicate with your browser and are installed in your computer’s central ‘Programs and Features’ location.

Notes:i. You need administrator privileges for your Mac to be able to install or upgrade the plugin.

ii. Set your browser to allow pop-ups.

iii. Chrome and Firefox v52+ browsers are not supported - use Safari 9+.

iv. Ensure that your computer has installed and applied the most up-to-date system updates and patches.

Safari Plugin Installation1. Open a Safari window, go to otnhub.ca and sign in.

A message appears at the top of the window, stating, “Warning - OTNhub requires a compatible Vidyo plugin...” which includes a Download link (Figure 1).

2. To begin installing the plugin, click the Download link* in the banner message.

When the download is complete, the browser’s Show Downloads icon ( ) appears.

3. Click Show downloads ( ).

A downloads pop-up appears.

4. Double-click the VidyoWeb entry in the list.

• A VidyoWeb pop-up appears as the plugin is installed, click Continue.

• When the installation completes a successful install pop-up appears, click Finish.

5. Refresh the browser window. (Click the Refresh link in the banner message or press Command ( )+R on your keyboard.)

6. If a “Do you want to trust...” message appears, click .

7. If a permission dialog box appears asking to use your camera and microphone, select the  If Yes, do not ask again... check box and then click .

The dialog box closes and the installation is complete.

Note: The permissions apply at the service level. Therefore this dialog box might appear again if you switch to another OTNhub service. (For example, from Videoconference to eConsult.)

* If the Download link doesn’t work you can download the software from eVisit (Videoconference) Help > Software Downloads.

Figure 1: Download, open & install plugin

Figure 2: Refresh the browser

Figure 3: Possible permission dialog boxes

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The eVisit videoconference VideoWeb plug-in needs Mac OS X versions 10.6 - 10.10.1 to run properly.

To check which version of the Mac operating system you have, do the following:

1. To open the System Information (or System Profiler), click the Apple button ( ) in the top left of the Mac’s screen and select About This Mac. A System Information window appears.

The version number appears underneath the OS X or MacOS title.

2. To view the ‘build’ number, click the Version number.

If you’re using a MacBook, plug it in to a power source while videoconferencing. However, if you have to use battery power, ensure that the power plan/performance setting is set to “high performance”.

The latest Mac OS X operating systems automatically manage power and you cannot change the settings.

However, if you use an earlier version you can set the following Energy Saver preferences:

1. To open Energy Saver:

i. Click the Apple menu.

ii. Select System Preferences.

iii. Select Energy Saver.

2. To ensure the brightest display, clear the check box labeled “Reduce the brightness of the built-in display when using this power source.”

3. To ensure that your computer works fast, select “Highest” from the Processor Performance pop-up menu.

Checking Mac OS Version

Checking MacBook Power Plan

Figure 4: Mac OS X system report

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Testing Audio and Video Quality

For this test you will launch a video call to an OTN ‘virtual’ user. The virtual user is a video broadcast with a sound track.

The test allows you to see and hear what you can expect to receive from others in an actual videoconference.

1. Log in at otnhub.ca, go to the Videoconference service and click at the top of the Events List panel.

A Call Settings pop-up appears.

2. In the Search for... field type TOR_OTN_PCVC_TEST.

A list of matching names appears as you type two or more characters.

3. Look for one of the test system names in the pop-up Search Results list (e.g., TOR_OTN_PCVC_TEST_01 or TOR_OTN_PCVC_TEST_02) and select the desired entry.

The Call Settings pop-up updates with the selected name and displays the system status.

• If the status is online ( ), continue with the next steps.

• If the status is busy ( ) or offline ( ), search for and select a different test system.

4. Change the other call settings to reflect the test call.

• Click the Call Purpose field and select “meeting”.

• Click the Event Title field and type “test”.

5. To start the test, click the Call button ( ).

A videoconference window opens showing the test video broadcast.

6. To end the test call, click the End Call button ( ).

If you have problems with your audio or video, see the Troubleshooting guides available from the eVisit (Videoconference) Help web site.

Figure 5: Events list connect button

Figure 6: Call settings pop-up

Figure 7: Videoconference screen with test video

After five minutes the test system automatically disconnects.

Sample image only. Actual test video shows

different images

Notes:

i) After successfully connecting, end the call after no more than a minute or so. This will free up the system for other users.

ii) If you try one system (e.g. TEST_01) and the videoconferencing window opens with only your self-view followed by a message “Call ended by other participant”, it means the system is busy with another user. Try connecting with a different system (e.g. TEST_02).

iii) If all test systems are busy, wait a few minutes and try again.

Defaultsettings

Test system selected & ‘meeting’ purpose

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1. Ensure the browser’s Favourite Bar is displayed. To display the Favourite Bar:

• In Safari, in the top menu toolbar click View and then select Show Favorites Bar in the pop-up menu.

• In Chrome, click the More button ( ) at the right of the address bar and select Bookmarks > Show Bookmarks Bar in the pop-up menu.

2. To add the web page, click the site icon in the Location Bar/Address field, and drag it onto the Bookmark Bar (Figure 8).

Creating a Favourite/Bookmark

For future use, the quickest way to access eVisit (Videoconference) is via a ‘bookmark’ or ‘favourite’ in your browser window.

The instructions for creating a bookmark can differ depending on which browser you use (e.g., Safari or Chrome) and the browser version. Therefore, it is best if you use your browser’s Help for the most accurate instructions.

Figure 8: Adding web page to Bookmark Bar

VidyoWeb Plugin Updates

eVisit (Videoconference) automatically checks that you have the most current version of the plugin every time you sign in at otnhub.ca.

If there is a new version available, a message appears asking you to download (Figure 9).

To update the software:

1. Click the Download link* in the message.

2. Install the plugin. For complete installation instructions, see Safari Plugin Installation on page 3

3. Refresh the browser. (Click the refresh link in the message or press Command ( )+R on your keyboard).

* If the Download link doesn’t work you can download the software from eVisit Help > Software Downloads.

Figure 9: Plugin update download message

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Occasionally during the installation process, you might encounter a security or plugin error. Follow these instructions to address these errors and successfully install the software.

Nothing happens when clicking the install or download link

This usually occurs because the browser has pop-ups blocked.

You need to set your browser to allow pop-ups.

Troubleshooting Install Issues

Safari: Allowing Pop-ups

1. Open Safari.

2. Click Safari in top menu bar and select Preferences in the drop-down menu

3. Click Security tab

4. Clear the Block pop-up windows check box.Figure 10: Safari pop-up settings

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Your status remains ‘continuously loading’ (offline or spinning wheel)

This usually occurs because of a browser setting or proxy issue. Review the following situations for various solutions to the problem. If you use eVisit (Videoconference) on a hospital or office network, you might need to contact your network administrator to change your browser settings.

• Use a supported browser

• Ensure otn.ca is allowed in proxy settings

• Allow VidyoWeb plugin in the browser

Use a supported browser

Do not use a Chrome or Firefox v52+ browser.

The VidyoWeb plugin uses a technology called Netscape Plugin Application Programming Interface (NPAPI). Firefox v52 and later have disabled the use of NPAPI plugins.

Ensure otn.ca is allowed in proxy settings

If you use a Mac on a hospital or corporate network, there might be a proxy server in place. If the Mac’s network proxy is not explicitly set, eVisit (Videoconference) might have a problem getting through.

OTN recommends that your proxy settings are explicitly set (that is, do not use automatic proxy discovery).

Contact your IT or Network administrator and have them check your proxy settings.

Safari and Chrome use the Mac’s network settings.

To view your Mac’s proxy settings, do the following:

1. Open System Preferences ( ).

2. Locate and click Network.

3. In the Network window, (at the bottom), click the Advanced button.

4. Click the Proxies tab.

5. If your network uses a proxy, ensure that a Bypass proxy settings for these Hosts & Domains: includes *.otn.ca.

Figure 11: Mac network proxy settings

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Allow VidyoWeb plugin in the browser

By default, browsers block pop-ups from automatically showing up on your screen. When a pop-up is blocked, the address bar will be marked Pop-ups blocked. You can change this default setting.

Safari: Allow Plugin

1. Open Safari.

2. Click Safari in top menu bar and select Preferences in the drop-down menu

3. Click the Security tab

4. Click the Plug-in Settings button (next to Allow Plug-ins)

5. Locate VidyoWeb in the left panel and select the check box to the left of the plug-in name.

Figure 12: Safari plugin settings

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Blocked plug-in / Flash out of date While using a Mac with OS X and a Safari browser, when you try to start a videoconference an error appears on screen displaying “Blocked Plug-in” and a dialog box appears notifying you that your Adobe Flash player is out of date.

This is an issue when using the Safari 6.0 browser because Apple has updated Safari to force the use of the latest Adobe Flash Player.

Apple considers this expected behavior and has published the steps to resolve this issue on their support site at http://support.apple.com/kb/HT5655.

Figure 13: Mac blocked plug-in error

Figure 14: Mac flash message

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VidyoWeb plugin can’t be opened ... unidentified developer error

In Mac OS 10.8 and higher, the Mac Gatekeeper defaults to allow only the installation of apps from The Mac App Store. You can change this setting to allow the installation of the VidyoWeb plugin. (For more information about this message, visit Apple’s Knowledge Base article http://support.apple.com/kb/HT5290.)

1. Click the Apple menu, select System Preferences and then Security & Privacy.

2. Click the General tab (Figure 15).

3. The controls in the bottom of the panel may be greyed out. To unlock the controls:

i. Click the lock icon ( ) in the bottom-left of the panel.

ii. Type your username and password in the dialog box that appears (Figure 16).

iii. Click Unlock.

4. To allow the VidyoWeb installation, in the “Allow applications downloaded from” section, select “Anywhere” (Figure 17).

5. If an Allow Application dialog box appears, click Allow from Anywhere (Figure 18).

6. To exit the System Preferences and close the window, click the red button ( ) in the upper-left corner.

7. Follow the installation instructions in Installing the Plugin on page 3.

8. After a successful installation, if you want to restore the Gatekeeper to its default value, follow the steps above and select the desired Allow application... setting.

Figure 15: General tab of Security & Privacy window

Figure 16: Password dialog box

Figure 17: Allow application options

Figure 18: Allow Application dialog box

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Safari Plugin Deactivation or Removal

Deactivating the Plugin

If you do not want to completely remove the plugin, you can just deactivate it. In this way you will not need to re-install the plugin next time you want to use it - you just need to reactivate it.

1. Open Safari.

2. Click Safari in top menu bar and select Preferences in the drop-down menu.

3. Click the Security tab.

4. Click the Plug-in Settings button (next to Allow Plug-ins).

5. Locate VidyoWeb in the left panel and clear the check box to the left of the plug-in name.

6. To complete the process, click .

Removing the Plugin

To completely remove the plugin, you need administrative rights on the Mac.

1. Open Safari.

2. Click Safari in top menu bar and select Quit Safari in the drop-down menu.

3. Open Finder.

4. Click Go in the top menu bar and press the Option key while selecting Library in the drop-down menu.

5. Navigate to and open the Internet Plug-Ins folder.

6. Move the file npVidyoWeb-x64-1314…02.plugin to the Trash.

7. Empty the Trash.

Removing the VidyoWeb PluginIf you want to start from scratch, you can remove the plugin and try re-installing.

Figure 19: Safari plugin settings

Figure 20: Safari plugin removal