What is required to host or attend a support session on Microsoft Windows?
Minimum requirements include: 

1. Windows 98, ME, NT, 2000, XP or 2003 server
2. Intel x86 (Pentium 400 MHz +) or compatible Processor
3. 128 MB RAM
4. Microsoft Internet Explorer 6, Mozilla 1.6 or later, Firefox 1.0 or Netscape 4.7, 7.x
5. JavaScript and cookies enabled in the browser
6. 56 K or faster Internet connection

A localized version of Windows is required to start or attend fully interactive support sessions on Asian versions of SupportCenter (Simplified Chinese).

What hot keys are available to SupportCenter customers?
Hotkeys available to customers include:

1. Ctrl + F10 = leave session
2. Ctrl + F8 = start chat session
3. Ctrl + F3 = close chat window
4. Ctrl + F7 = close file transfer
5. Ctrl + F9 = close application/desktop sharing window
6. Ctrl+Shift+F3 = focus on chat window

What types of applications can I view or control?
You can view or control virtually any application running on a customer's computer.

Do I need to have the application I want to view or control installed on my computer?
No. The application that you want to view or control does not need to be installed on your computer.

What if a customer has a display or a different size or resolution?
In a support session, Support Manager automatically displays the customer's desktop or application, even if the customer's monitor is set to a different display resolution. For best results, you should set your monitor to 800 x 600 pixels because this resolution is the most common. To change your monitor's display resolution for Windows, use the Settings tab in the Display Control Panel. 

What is causing me to see a yellow crosshatched pattern when viewing or controlling a customer’s application?
The crosshatched pattern is the shadow of a dialog box or window that is in front of the shared application on the customer's screen. Once the customer closes this dialog box or window, the pattern no longer appears.

What factors affect the performance of online support sessions?
Performance depends on both the Internet itself and the WebEx service. WebEx constantly monitors service and network performance and continually enhances its infrastructure to keep web conference services highly available and reliable. Some of the factors that affect performance are the following: 

1. the speed of your computer's connection to the Internet.
2. the performance of your Internet service provider.
3. overall Internet traffic on your routed connection to the WebEx server.
4. performance of firewall and proxy servers, if your computer is behind a company firewall. 

How can I test support session performance?
The Trace Route utility on your computer can help you to determine where problems are occurring between your computer and the WebEx server. On Windows, open a DOS prompt or a Command prompt window, then type: 

1. tracert your_site_URL
2. where your_site_URL is the address for your meeting service Web site. Ensure that you include a space after tracert

When running Trace Route, your computer sends packets of information across your connection to measure the amount of time it takes to for the packets to reach the meeting server. Ideally, packets should take between 1-60 ms to reach the server. If packets take between 60-100 ms to reach the server, your connection is slow and may be noticeable in a meeting. Times longer than 100 ms are likely to seem unacceptably slow. If you continue to experience poor performance, consult your network administrator.
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