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IP WEB VISITOR© USER's GUIDE

  Hardware Verification
  Scheduling a Visit
  Viewing Your Scheduled Visits
  Starting a Visit
  Visiting an Inmate
  Appendix
    Troubleshooting Microphone Settings
    Troubleshooting Camera Settings
    Troubleshooting Speaker Settings
    Troubleshooting Connection Problems
    Enable Adobe Flash Player On Browsers

Hardware Verification
We recommend you login before the scheduled start time to go through the Hardware Verification wizard to ensure your hardware is working properly and your bandwidth is fast enough to conduct a visit.

1.  Navigate to Visitor Login and log in with your username and password.*
  *Note:  If this is your first time to log in, we highly recommend that you right-click on the white portion of the screen and select “Settings”. The Adobe Flash Player Settings menu will appear. Click the tab with the image of a computer and eye (second from the left) and select “Allow” and “Remember” as shown below. These settings give IP Web Visitor permission to access your microphone and camera.

 

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2.  At the next screen, select “Verify My Hardware”.  Click “Next”.
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3.  The next screen will instruct you to ensure that your microphone and camera are plugged in to your computer.  For a list of recommended microphones and cameras, please see section “Minimum Hardware Requirements (Section 3.3)”.  If your microphone and camera are plugged in, click “Next”.
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4.  This screen will check your microphone.  Select the microphone you’d like to use and speak normally into the microphone.  The system will try to detect activity on the microphone.  If the system does not detect activity on the microphone you selected, it is recommended that you click “Retry” and speak into the microphone in a normal voice.  If the system still does not detect activity, please see “Troubleshooting Microphone Settings (Appendix)”.  Click “Next” if you see a green check mark indicating activity was detected.
 

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(Note:  We highly recommend that you right-click on the white portion of the screen and select “Settings”. When the menu appears, click the tab with the image of a microphone and make sure Reduce Echo is selected. This reduces the noise coming from your microphone through your speakers. Also, set Record Volume to an appropriate level.)

priv-menu.JPG

mic_en.gif


5.  This screen will check your camera.  If you have only one camera connected to your computer, the system will automatically turn on the camera, and you should see the camera’s input on your screen.  If you have multiple cameras connected, you’ll need to select the camera you’d like to use. If you do not see the reflection of your camera on the screen, please see “Troubleshooting Camera Settings (Appendix)”.  Once you see a green check mark on the screen, click “Next”.
 

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6.  This screen will check your internet connection speed.  Once this finishes and everything checks out, you will see an acknowledgment screen confirming your current setup is capable of conducting a visit. (If your connection speed is below the minimum requirements, please contact your internet service provider).
 

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Scheduling a Visit

1.  After successfully logging in, select "Schedule a Visit" and click "Next."

 

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2.  At the next screen, select the agency where the inmate is incarcerated. If you are only affiliated with one agency, this value is automatically filled in when the screen loads.
 

Agency-Select.png


3.  Once the agency is selected, all remaining entries required to schedule a visit will be shown. Next, select an inmate. Type the inmate's name, last name coming first. Note as you are typing, a drop-down will apear. The drop-down results are filtered as you continue to type the inmate's name. Select the inmate from the drop-down to continue.
 

Scheduling_a_Visit_3.jpg


4.  Next, verify the length of your visit. Visit length can only be adjusted for users to whom the administrator has granted permission. Visitors unable to adjust the length of their visit will see the following for visit length.
 

Duration_static.png

  Visitors able to adjust the length of their visit will see the following for visit length. Use the up and down arrows to increase and decrease visit length. The image below shows a visit for 2-30 minute time slots (60 minute visit).
  Duration_dynamic.png

5.  Select the date for the visit.
 

Visit_Date.jpg


6.  Select an available time on that day.  If you do not see your desired time in the list, it’s possible that the time slot is already reserved or visitation is not allowed during that time.  If needed, select a different day and see if any time slots are available for the newly selected date.
 

Visit_Time.jpg


7.  If you have a reservation code, select “Yes” and enter the reservation code.
 

Visitor_Schedule_Visit_Refund_Fields.jpg


8.  Click “Continue” to proceed. If payment is not required, skip steps 9 and 10.

9.  Read the Refund Policy and select “I understand and accept the terms of this refund policy” to continue.
  Refund Policy.jpg

10.  You will now be redirected to the payments site to complete your purchase. Confirm that the billing information is correct and click “Continue” to proceed.
  Billing Information.jpg
  Confirm that your purchase order is correct and enter your credit card information. Click “Complete Order” when finished.
  Payment Information.jpg
  Once your credit card is verified the customer receipt page appears. Print this page for your records and click one of the two “Continue” links. Your reservation is not finalized until you click on one of the two “Continue” links.
  Payment Receipt.jpg

 

 

Viewing your Scheduled Visits

1.  Navigate to Visitor Login and log in with your user name and password.
 

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2.  At the next screen, select “View my Scheduled Visits”.  Click “Next”.
 

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3.  The next screen will show a list of your scheduled visits.
 

Viewing_your_Scheduled_Visits_3.jpg

4.  If needed, you can click the “Print” button (below) and print a list of your visits.*
 

Viewing_your_Scheduled_Visits_4.jpg

* You must have an appropriate PDF viewer (i.e. Adobe Reader) to view system reports.



Starting a Visit

1.  Navigate to Visitor Login and log in with the user name and password provided to you by the agency.*
  *Note:  If this is your first time to log in, we highly recommend that you right-click on the white portion of the screen and select “Settings”. The Adobe Flash Player Settings menu will appear. Click the tab with the image of a computer and eye (second from the left) and select “Allow” and “Remember” as shown below. These settings give IP Web Visitor permission to access your microphone and camera.

Image1 Image 2 Image 4

    

 

2.  At the next screen, select “Start a Visit”.  Click “Next”.

 

3.  The next screen will instruct you to ensure that your microphone and camera are plugged in to your computer.  For a list of recommended microphones and cameras, please see section “Minimum Hardware Requirements (Section 3.3)”.  If your microphone and camera are plugged in, click “Next”.

  userguide2

 

4.  This screen will check your microphone.  Select the microphone you’d like to use and speak normally into the microphone.  The system will try to detect activity on the microphone.  If the system does not detect activity on the microphone you selected, it is recommended that you click “Retry” and speak into the microphone in a normal voice.  If the system still does not detect activity, please see “Troubleshooting Microphone Settings (Appendix)”.  Click “Next” if you see a green check mark indicating activity was detected.

  userguide3
 

(Note:  We highly recommend that you right-click on the white portion of the screen and select “Settings”. When the menu appears, click the tab with the image of a microphone and make sure Reduce Echo is selected. This reduces the noise coming from your microphone through your speakers. Also, set Record Volume to an appropriate level.)

priv-menu.JPG

mic_en.gif

 

5.  This screen will check your camera.  If you have only one camera connected to your computer, the system will automatically turn on the camera, and you should see the camera’s input on your screen.  If you have multiple cameras connected, you’ll need to select the camera you’d like to use. If you do not see the reflection of your camera on the screen, please see “Troubleshooting Camera Settings (Appendix)”.  Once you see a green check mark on the screen, click “Next”.
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6.  This screen will check your internet connection speed.  Once you see a green check mark, click “Next” and your visit will begin (If your connection speed is below the minimum requirements, please contact your internet service provider).

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Visiting an Inmate

  When your visit begins, you’ll see the following screen if the inmate has not picked up his or her handset.  Once the handset is picked up, you’ll be connected to the inmate and their image will appear in the main image window.  If you log out or get disconnected during your visit, you can log back in and connect to the visit as long as your time has not expired.

 
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  While you are visiting with an inmate, you have a few options available to enhance your experience, such as volume control, microphone control, and image size.  Additionally, if more time is available and you need to lengthen your visit, you can click the “Add Time” button.  The following list describes the controls available to you while visiting:
 

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·         Logs you out of the visit and returns you to the login screen.

 

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·         Microphone Mute Button - This will mute/un-mute your microphone.  When your microphone is muted, the inmate cannot hear you.

·         Microphone Gain – Allows you to adjust the gain on your microphone.  By turning this up, the inmate will hear you better.

·         Microphone Activity Bar – Shows the activity from your microphone.  When you speak into your microphone, you should see the activity bar move.

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·         Speaker Mute Button – This will mute/un-mute your speakers.  When your speakers are muted, you will not be able to hear the inmate.

·         Speaker Volume – Allows you to adjust your speaker volume.  By turning this up, you will hear the inmate better.

·         Speaker Activity Bar – Shows the activity coming from your speakers.  When the inmate speaks, you should see the speaker activity bar move.

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This is a count down of the time remaining in the visit. 

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If more time is available, you can click this button to add additional minutes to your visit. Additional charges will apply.

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The minus sign will decrease the size of the inmate’s window and the plus sign will increase the size of the inmate’s window.

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Use these buttons to toggle the full screen mode.

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The visitor window shows your own camera.  This is the image the inmate sees on his or her screen.


 

 

 

Appendix

Troubleshooting Microphone Settings   Troubleshooting_Microphone_Settings.jpg

 

Symptom

Solution

 

When you get to the microphone verification screen, the screen states that there is no microphone connected.

 

See Connecting Your Microphone below

 

When you get to the microphone verification screen, your microphone name is listed on the screen, but you cannot get the microphone to detect sound. (The blue bar does not move.)

 

See Troubleshooting Microphone Problems below

 

When you get to the microphone verification screen, there are multiple microphones in the drop down list and you are unsure which microphone to select.

 

See Selecting the Proper Microphone below

 

When you get to the microphone verification screen, you selected the desired microphone, but the screen states that the microphone was not detected or your voice cannot be heard after selecting the microphone.

 

See Troubleshooting Microphone Problems below

 

You selected the correct microphone and successfully connected to your visit, but the person you are visiting cannot hear you.

 

See “Step 2 – Configure your microphone” under Troubleshooting Microphone Problems below.


Connecting Your Microphone

Step 1.  If you are using a USB microphone/speaker headset, follow the manufacturer’s installation instructions for connecting your device.  After your device is connected, proceed to Step 4 below.  If you don’t have a USB microphone/speaker headset, proceed to Step 2.

 

Step 2.  Locate the microphone port on your computer.  Typically this port has “pink” surrounding it and it’s on the front and/or back of your computer.  If the port is not pink, it will have a picture of a small microphone.

 

Step 3.  Once you’ve located the port on your computer, locate the correct connector coming from your microphone.  Usually this connector is also pink.  If the plug is not pink, it will typically have a picture of a small microphone on it as well.  Plug this connector into the microphone port on your computer.

 

Step 4.  After you’ve connected the microphone, login to the website and test your microphone using the hardware verification wizard.  If you’re microphone does not pass the microphone test, proceed to Troubleshooting Microphone Problems below.

 

 

Selecting the Proper Microphone

Inspect your microphone for details such as the manufacturer or model number. These details should help you to indentify the microphone in the drop down list. If you are still having trouble, try choosing a different microphone from the list and trying again. Many computers will list a front microphone. Try plugging your microphone into the front port (see above) and trying again.


Troubleshooting Microphone Problems

Step 1 – Ensure microphone is connected.

·         See Connecting Your Microphone above.

·         Close any open programs that may be using the microphone.

 

Retry logging in and connecting to your visit.  If the problem remains, proceed to step 2.

 

Step 2 – Configure your microphone.

 

Windows XP

Select Microphone:

1.       Click Start, and then click Control Panel.

2.       Click the Sound and Audio Devices icon. Select the Audio tab.

3.       Under Sound Recording, select your audio device and click OK.

 

Set Microphone Volume:

1.       Double-click on the Volume Control icon in the System Tray. If you see Microphone listed in Volume Control, proceed to step 8.

2.       Click on Options, and then click Enable Advanced Properties.

3.       Click on Options again, and go to Properties.

4.       Check that Mixer Device is set to your microphone.

5.       Select the Playback option. Scroll the list below and make sure Microphone is checked.

6.       Select the Recording option. Scroll the list below and make sure Microphone is checked.

7.       Click OK. Microphone should now appear under Volume Control.

8.       Under Microphone, Increase the volume slider as necessary and make sure Mute is unchecked.

 

Retry logging in and connecting to your visit.  If the problem remains, proceed to Set Microphone Boost.

 

Set Microphone Boost:

1.       Double-click on the Volume Control icon in the System Tray.

2.       Under Microphone, click the Advanced button.

3.       Check the 1 Mic Boost option. This should further increase your microphone’s volume. Click close.

 

Retry logging in and connecting to your visit.  If the problem remains, proceed to Test Hardware.

 

Test Hardware:

1.       Click Start, click Control Panel, and then double-click Sounds and Audio Devices.

2.       Click the Voice tab, and then click Test Hardware.

3.       Run the Test Hardware Wizard.

You will know that the microphone and port are working correctly if you can hear yourself speaking into the microphone or you can see the green volume bar move up and down as you speak into the microphone.

 

Windows 7 / Windows Vista

Set Microphone as Default:

1.       Click Start, and click on Control Panel.

2.       Click Sound.

3.       Select the Recording tab. Right-click on the window and select Show Disabled Devices.

4.       Right-click on your microphone in the list of recording devices and select Enable. If you are unsure what microphone to select, see Selecting the Proper Microphone.

5.       Highlight your microphone and click Set as Default. Click OK.

 

Set Microphone Volume:

1.       Right-click the Volume Control icon in the System Tray.

2.       Click Recording devices.

3.       Highlight your microphone in the list of recording devices. If you are unsure what microphone to select, see Selecting the Proper Microphone.

4.       Click the Properties button, and then select the Levels tab.

5.       Increase the volume slider as necessary and make sure Mute is unchecked. Click OK.

 

Retry logging in and connecting to your visit.  If the problem remains, proceed to Set Microphone Boost.

 

Set Microphone Boost:

1.       Right-click the Volume Control icon in the System Tray.

2.       Click Recording devices.

3.       Click on your microphone in the list of recording devices.

4.       Click the Properties button, and then select the Levels tab.

5.       If your microphone has the option, increase the Microphone Boost slider. This will further increase your microphone’s volume. Click OK.

 

Retry logging in and connecting to your visit.  If the problem remains, proceed to Recording Troubleshooter.

 

Recording Troubleshooter (Windows 7 Only):

1.       Click Start.

2.       In the search box, type “troubleshoot”, and then click Troubleshooting.

3.       Under Hardware and Sound, click Troubleshoot audio recording. The Recording Troubleshooter will begin and may change your system trying to solve the problem.

 

 

Troubleshooting Camera Settings Troubleshooting_Camera_Settings.jpg

 

Symptom

Solution

 

When you get to the camera verification screen, the screen states that there is no camera connected.

 

See Connecting Your Camera below

 

When you get to the camera verification screen, your camera name is listed on the screen, but you do not see video.

 

See Troubleshooting Camera Problems below

 

When you get to the camera verification screen, there are multiple cameras in the drop down list and you are unsure which camera to select.

 

See Selecting the Proper Camera below

 

When you get to the camera verification screen, you selected the desired camera, but the screen states that the camera was not detected or you do not see video in the video window after selecting the camera.

 

See Troubleshooting Camera Problems below

 

Connecting Your Camera

If you have an external web camera, then most likely it will connect to your computer via a USB port. Find an open USB connection on the front or back of your computer and firmly attach the cord. If this is the first time you have plugged the camera into your computer, Windows may auto-detect the device and download appropriate software.

 

Selecting the Proper Camera

Your computer may have an internal as well as an external camera or multiple external cameras connected to it. If the camera you wish to use is external, then inspect the outside of the device for details such as manufacturer and model number. These details should help you to identify the camera in the drop down list.

 

Troubleshooting Camera Problems

Step 1 – Ensure camera is connected.

 

·        If you have not connected your camera yet, see Connecting Your Camera above.

·        Ensure that no other programs are using the camera. Close any open programs that may be using the camera.

IF ANOTHER PROGRAM IS USING YOUR CAMERA, THAT PROGRAM MUST BE CLOSED. 

 

Retry logging in and connecting to your visit.  If the problem remains, proceed to step 2.

 

Step 2 – Unplug camera and reboot system.

 

Unplug your camera and reboot your computer. Once the computer has restarted, plug in your camera. Your camera may attempt to download fixes and repair itself. If so, wait for it to complete.

 

Retry to log in and connect to your visit.  If the problem remains, proceed to step 3.

 

Step 3 – Download and install the latest drivers.

 

Download and install the latest drivers for the product. (Check the manufacturer’s website.)  If the problem remains, proceed to step 4.

 

Step 4 – Reinstall the latest drivers.

 

Windows XP

How to Find the Camera in the Device Manager:

1.       Click Start, and then Control Panel.

2.       Double-click System and click the Hardware tab, and then click Device Manager.

3.       The camera should appear under Imaging devices. If you cannot find the camera, continue to step4.

4.       Look for Unknown Devices listed with a yellow marker. If the camera appears here, right-click it and select Uninstall. Afterwards, reinstall the camera’s latest drivers.

 

How to Update Drivers:

1.       Find the camera in the Device Manager as indicated above.

2.       Right-click on the camera and select Update Driver. When prompted, choose to search automatically for drivers.

3.       If the problem persists, you may have a driver conflict. Search the Device Manager for any red or yellow markers. Click the driver causing the problem and select Uninstall. Then, reboot your computer.

 

Windows 7 / Windows Vista

How to Find the Camera in the Device Manager:

1.       Click Start. Type “device manager” in the search box and choose Device Manager from the menu.

2.       The camera should appear under Imaging devices. If you cannot find the camera, continue to step3.

3.       Look for Unknown Devices listed with a yellow marker. If the camera appears here, right-click it and select Uninstall. Afterwards, reinstall the camera’s latest drivers.

 

How to Update Drivers:

1.       Find the camera in the Device Manager as indicated above.

2.       Right-click on the camera and select Update Driver Software, then choose Search automatically for updated driver software.

3.       If the problem persists, you may have a driver conflict. Search the Device Manager for any red or yellow markers. Click the driver causing the problem and select Uninstall. Then, reboot your computer.

 

 

Troubleshooting Speaker Settings     userguide18

 

Symptom

Solution

 

You cannot hear the person you are trying to visit. 

See Troubleshooting Speaker Problems below.

 

You can hear the person you are trying to visit, but it's very low. 

Adjusting Speakers below


Connecting Your Speakers

Step 1.  If you are using a USB microphone/speaker headset, follow the manufacturer’s installation instructions for connecting your device.  After your device is connected, proceed to Step 4 below.  If you don’t have a USB microphone/speaker headset, proceed to Step 2.

 

Step 2.  Locate the speaker port on your computer.  Typically this port has “green” surrounding it and it’s on the front and/or back of your computer.  If the port is not green, it will have a picture of small headphones.

 

Step 3.  Once you’ve located the port on your computer, locate the correct connector coming from your speakers.  Usually this connector is also green.  If the plug is not green, it will typically have a picture of small headphones on it as well.  Plug this connector into the speaker port on your computer.

 

Step 4.  After you’ve connected the speakers, login to the website and test your speakers using the hardware verification wizard.  If you’re speakers do not pass the audio test, proceed to Troubleshooting Speaker Problems below.

 

Selecting the Proper Speakers

Your computer may have an internal as well as external speakers connected. If the speakers you wish to use are external, then inspect the outside of the device for details such as manufacturer and model number. These details should help you to identify the speakers in the drop down list.

  

Troubleshooting Speaker Problems  

If you cannot hear the inmate, your speakers might not be working, or the volume may be turned down too low.  Follow the below steps to ensure that your speakers are working properly:

IF YOU ARE USING WINDOWS 7 WITH INTERNET EXPLORER OR GOOGLE CHROME, YOUR VOLUME MAY HAVE AUTOMATICALLY ADJUSTED TOO LOW FOR VISITATION.  CLICK THE SPEAKER ICON IN YOUR SYSTEM TRAY (BOTTOM RIGHT NEXT TO THE DATE/TIME), CLICK MIXER, AND THEN LOCATE THE SLIDER OF THE WEB BROWSER YOU ARE USING AND DRAG THE SLIDER UP TO A PROPER LEVEL.

 

Step 1 – Ensure speakers are connected.

·        If you have not connected your speakers yet, see Connecting Your Speakers above.

·        Close any open programs that may be using the speakers.

 

Retry logging in and connecting to your visit.  If the problem remains, proceed to step 2.

 

Step 2 – Unplug speakers and reboot system.

Unplug your speakers and reboot your computer. Once the computer has restarted, plug in your speakers. Your speakers may attempt to download updated drivers. If so, wait for it to complete.

 

Retry to log in and connect to your visit.  If the problem remains, proceed to step 3.

 

Step 3 – Download and install the latest drivers.

 

Download and install the latest drivers for the product. (Check the manufacturer’s website.)  If the problem remains, proceed to step 4.

 

Step 4 – Reinstall the latest drivers.

 

Windows XP

How to Find the Speakers in the Device Manager:

1.       Click Start, and then Control Panel.

2.       Double-click System and click the Hardware tab, and then click Device Manager.

3.       The speakers should appear under sound, video, and game controllers. If you cannot find the speakers, continue to step4.

4.       Look for Unknown Devices listed with a yellow marker. If the speakers appear here, right-click it and select Uninstall. Afterwards, reinstall the speaker’s latest drivers.

 

How to Update Drivers:

1.        Find the speakers in the Device Manager as indicated above.

2.        Expand the sound, video, and game controllers tab.

3.       Right-click on the speakers and select Update Driver. When prompted, choose to search automatically for drivers.

4.       If the problem persists, you may have a driver conflict. Search the Device Manager for any red or yellow markers. Click the driver causing the problem and select Uninstall. Then, reboot your computer.

 

Windows 7 / Windows Vista

How to Find the Speakers in the Device Manager:

1.       Click Start. Type “device manager” in the search box and choose Device Manager from the menu.

2.       The speakers should appear under sound, video, and game controllers. If you cannot find the speakers, continue to step3.

3.       Look for Unknown Devices listed with a yellow marker. If the speakers appear here, right-click it and select Uninstall. Afterwards, reinstall the speaker’s latest drivers.

 

How to Update Drivers:

1.       Find the speakers in the Device Manager as indicated above.

2.       Right-click on the speakers and select Update Driver Software, then choose Search automatically for updated driver software.

3.       If the problem persists, you may have a driver conflict. Search the Device Manager for any red or yellow markers. Click the driver causing the problem and select Uninstall. Then, reboot your computer.

 

 

 

Troubleshooting Connection Problems    

 

Symptom

Solution

 

During the hardware verification, I see a message stating that port 1935 is closed. 

Your firewall settings are preventing you from accessing our server. If you are behind a corporate firewall, please ensure that port 1935 is open for outbound-initiated traffic.

 

Enable Adobe Flash Player On Browsers

On Chrome

1.       Go to Chrome menu. That is the button with the three vertical dots.

2.       Choose settings.

3.       Click to show advanced settings at the bottom.

4.       Go down to privacy and click Content Settings.

5.       Scroll down to Flash and enable 'Allow sites to run Flash'.

6.       Refresh your web page.

 

On Microsoft Edge

1.       Click the ... button to access the Edge menu

2.       Select the Settings menu item.

3.       Scroll down to the Advanced Settings section and click the View advanced settings button.

4.       Locate Adobe Flash Player.

5.       Scroll down to Flash and enable it.

6.       Refresh your web page.

 

On Firefox

1.       Click 'Open Menu' and choose Tools.

2.       In the pop-up menu that appears, click Add-ons.

3.       Select Plugins.

4.       In the list of Add-ons, look for Shockwave Flash (another name for Flash Player) and check the status that appears to the right of the plug-in name.

5.       Select Always Activate.

6.       Close the dialog box and refresh your web page.

 

 

 


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