Overview

The following are answers to some of the most common questions or problems users ask about managing their MUGA account. We also have frequently asked questions for users, a user quick start guide, and training to help you and your users get started with MUGA.

Read common questions about:

Getting started with your MUGA account

The Account Executive will set up your account and email you with your username and password. Go to MUGA Video to enter in your credentials.

You can schedule a meeting on the web, through desktop, mobile, or through any of the supported browsers.

You can invite others to join your meeting by copying the unique URL and sending it out via calendar invite or email.

Joining a meeting

You can join a meeting by clicking the meeting link, enter your name and select join.

You join computer/device audio with the option to join via Microphone or Listen only:

faq

Microphone- will automatically bring up a private echo test.

faq

Listen Only- will connect you to the meeting automatically sans echo test.

While you are not required to have a webcam to join a MUGA Meeting, you will not be able to transmit video of yourself. You will continue to be able to listen and speak during the meeting.

Meeting features

Click ‘Share your screen’ and choose the screen that you would like to share.

Yes, you can record, pause, and resume meeting recordings.

All your meeting recordings will be stored in your ‘Home Room’.

My MUGA Account

You can reset your password in your ‘Home Room’ by selecting the user profile icon.

What browsers are supported?

All browsers with HTML5:
Google Chrome : Version 55 and above
Firefox
Safari: Version 11 and above

Internet Explorer
Microsoft Edge

iOS version 12.2+
Android version 6.0+.

iOS version 12.2+
Android version 6.0+.

iOS version 12.2+
Android version 6.0+.

MUGA is a device friendly platform that supports PC or MAC. MUGA supports desktop, laptop, iPad, tablet, and mobile phone.

The message, “The meeting hasn’t started yet” means that the host has not started the meeting.

You can create up to 5 meeting rooms per licensed account.

Go to chrome padlock settings in the URL and enable the mic settings

Go to chrome padlock settings in the URL and enable the camera settings

Moderator Mode

As a Moderator, you can mute all the users audio through the users settings menu.

If the presenter allows, you can download the presentation via the download button located at the right side of the screen.

If the presenter allows, all the participants in the meeting can download the presentation.

The formats supported in presentation mode are Word,PPT,PDF. For excel It will support in letter mode and the rest of the cells will be truncated.

Roles

Viewer ,Presenter, and Moderator

All users joining as viewers has to be promoted by a moderator

The host user is always a moderator. Other users can be promoted to a moderator by the host user

In the user list, the moderator will be shown with a square avatar and the others will be shown in a round avatar.

The presenter will have a computer tagged in his avatar.

Yes, It should be configured in the user room configuration

Yes, the passcode is available in user room configuration settings

No, it is a random code generated

Video conferencing

Yes, If one to the one you can move and place the display window anywhere in the screen If one to many you can either move above the presentation or below the presentation

In the bottom left corner of the web camera display, there is an option to select a window and set the focus button, which will enlarge the display.

Currently, the features are not available.

User List

Yes it's available in the left menu bar or press ctrl+u to see the list

Yes, the option can be done by the moderator

Yes you can download the list and save it

Shared Notes

Yes, there is shared note feature available in the left menu bar where all users will be able to co-author during the meeting

Yes, you can download the notes in Etherpad, HTML, Plain text. Microsoft Word, PDF, and ODF (Open Document Format)

The shared notes are available until the user ends the meeting. The host or user(s) must download the notes before the meeting ends.

Chat
Whiteboard

Click the make whiteboard interactive icon to make all participants active.

Yes, Select tools> Text to type text.

No, based on the background presentation pages the whiteboards will vary.

Screen sharing

The screen sharing consumes more bandwidth, so in a low network area the audio lags.

Yes , while sharing you will be asked for option to select type of sharing there you can select.

Because the audio is heard from the mic. If you need better quality we recommend playing in youtube or join the mic and headphone jack with a cable to have good audio.

Recordings

The recordings are saved in the Conference server

No you can only play the recordings as we are using a proprietary format

Meeting Recordings available for 45 days, after that it will be deleted automatically.

The recordings takes from 10 minutes to 1 hour based upon the size of recording to be made available for playback.

Unless the recording is made public it will not be visible to all.

Video Streaming

Video streaming supports Youtube, Vimeo

No. You have to play it only through a cloud server like youtube.

Yes, you can control the video. But it will be visible in all screens.

All browsers with HTML5 will support
Chrome : Version 55 and above
Safari: Version 11 and above
Firefox
IE Edge

We recommend min iOS version 12.2+ and Android version 6.0+.

If you receive a message that you are waiting for the host to start this meeting or webinar, it means that the host has not started the meeting.

You can create upto 5 meeting rooms /account.

Yes you can set meeting room settings in accounts home page.

Go to chrome padlock settings in the URL and enable the mic settings

faq

Go to chrome padlock settings in the URL and enable the camera settings

faq
Moderator Mode

Yes as a Moderator you can mute all the persons audio through the settings menu

In the presentation screen on the right side of the presentation, you will see a download button. If you press it the presentation will be downloaded.

Yes, all the participants in the meeting room can download the presentation

No, the presenter has to allow to download then only you can download it

Presentation mode currently supports Word,PPT,PDF. For excel It will support in letter mode and the rest of the cells will be truncated.

Roles

Viewer ,Presenter, and Moderator

All users joining as viewers has to be promoted by a moderator

The host user is always a moderator. Other users can be promoted to a moderator by the host user.

In the user list, the moderator will be shown with a square avatar and the others will be shown in a round avatar.

The presenter will have a computer tagged in his avatar.

Yes, It should be configured in the user room configuration

Yes, the passcode is available in user room configuration settings

No, it is a random code generated

Video Conferencing

Yes, If one to the one you can move and place the display window anywhere in the screen,
If one to many you can either move above the presentation or below the presentation.

In the bottom left corner of the web camera display, there is an option to select a window and set the focus button, which will enlarge the display.

Currently, the features is not available.

Shared Notes

Yes, there is shared note feature available in the left menu bar where all users will be able to co-author during the meeting

Yes, you can download the notes in word, text, or HTML formats

The shared notes is available until the user clicks the end of the meeting and closes it for all users. After that, it’s not available.

Chat
Whiteboard

Click the make whiteboard interactive icon to make all participants active

Yes, Select tools> Text to type text

No based on the background presentation pages the whiteboards will vary.

Screen Sharing

The screen sharing consumes more bandwidth, so in a low network area the audio lags.

Yes , while sharing you will be asked for option to select type of sharing there you can select

Yes , but the quality depends on your bandwidth.

Because the audio is heard from the mic. If you need better quality we recommend playing in youtube or join the mic and headphone jack with a cable to have good audio

ERRORS

  • 1001: WebSocket disconnected - The WebSocket had connected successfully and has now disconnected. Common cause: loss of internet connection.
  • 1002: Could not make a WebSocket connection - The initial WebSocket connection was unsuccessful. Common causes include: a firewall is blocking the WebSocket protocol.
  • 1003: Browser version not supported - Browser doesn’t implement the necessary WebRTC API methods. Common cause: browser version out of date.
  • 1004: Failure on call - The call was attempted, but failed. More information coming soon.
  • 1005: Call ended unexpectedly - The call was successful but ended without the user requesting to end the session.
  • 1006: Call timed out - The library took too long to try and connect the call. Historical causes include outdated Firefox on Mac.
  • 1007: ICE negotiation failed - The browser and Virtual conference server try to negotiate ports to use to stream the media and that negotiation failed. Possible Causes, NAT is blocking the connection, the Firewall is blocking the UDP connection/ports.
  • 1008: Call transfer failed. Sometimes caused by a timeout while waiting for a Virtual conference server to transfer from the echo test to the real conference.
  • 1009: Could not fetch Virtual conference server information. Sometimes caused by a network interruption.
  • 1010: ICE negotiation timeout. After the call is accepted, the client’s browser and the server try to negotiate a path for the audio data. In some network setups, this negotiation takes an abnormally long time to fail and this timeout is set to avoid the client getting stuck.