PhillC's dashboard

A comment on the question "One Mac (OS X 10.4.11) launches the other doesn't!" in Yuuguu:

Thanks for sending the logfile. We've taken a look and suspect that the wrong version of Java could be to blame. In order to switch over to Java 1.5:

1. Go to Application -> Utilities -> Java -> J2SE 5.0
2. Run Java Preferences
3. In the “General” tab, in the bottom half, under the heading “Java Application Runtime Settings”, click on “J2SE 5.0” and drag it to the top of the list.
4. Hit save.

Fingers crossed this will fix the problem. Regards, Phill. – PhillC, on November 26, 2009 16:07

PhillC replied on November 26, 2009 14:22 to the question "One Mac (OS X 10.4.11) launches the other doesn't!" in Yuuguu:

Apologies as this may get a little technical. If you can turn logging on, rerun Yuuguu and assuming it fails, if you can send the generated log file to support@yuuguu.com - we'll take a look at it and hopefully this will give us some more information in order to track down the problem.

To turn logging on (there is an easier way, but only once Yuuguu is running so unfortunately, this is a little more complex....) :

Open the directory that Yuuguu is installed to (I would assume Applications)

Control-Click on Yuuguu and choose "Show Package Contents"

Navigate through Contents, Resources, Java (this is the directory the log file will be generated in)

Open the directory Config

Open yuuguu.properties with TextEdit

Remove the # from the line yuuguu.logging.level=INFO

Change INFO to ALL

Save the file and run Yuuguu.

The file yuuguu.log should be generated (it is just a text file) and it will hopefully point us in the right direction.

Thanks & Once again, Apologies, Phill.

PhillC replied on November 24, 2009 10:09 to the question "Is Yuuguu compatible with Internet 7?" in Yuuguu:

Yuuguu is compatible with Windows7 (is that what you mean by Internet 7?) and there shouldn't be any problems.

If you could describe what happens when you download and try to install Yuuguu then we might be able to offer some help.

Regards, Phill.

PhillC replied on November 16, 2009 13:41 to the question "Conference CAll Echoes" in Yuuguu:

We've spoken to the conference call providers and have had the following feedback.

We have echo cancellation system on our facility, and in general any echo comes from the caller's phones.

To help us investigate this further can you find out:

Did everyone hear an echo, or only specific people?
Was anyone dialling in with a VOIP phone?
Can you tell me if anyone was dialling in from a mobile phone or using a speaker phone?
Can you tell me the number they were dialing in from, as well as the number they dialled into?
Can you tell me the time and date of the call in question?

If you can send the information to support@yuuguu.com, we'll investigate further.

Regards & Apologies, Phill.

A comment on the question "Two different links" in Yuuguu:

I passed your details on to our support team who should contact you in the near future. Regards, Phill.

ps. More info is here : http://www.yuuguu.com/pricing/yuuguu-... and contact details for corporate accounts is here : http://www.yuuguu.com/pricing/yuuguu-... – PhillC, on November 16, 2009 11:55

A comment on the problem "Nothing Happened when my customer clicked connect." in Yuuguu:

Thanks for getting back to us. If you get any more information we'll look into it further as our aim is that everything "just works".

Firefox on a Mac is one of our main test platforms so we regularly check that screen sharing works as it should. My initial guess is scripting turned off somehow.

Regards & Apologies, Phill. – PhillC, on November 16, 2009 10:38

PhillC replied on November 16, 2009 10:36 to the question "How do I know if I'm using my 100 minutes, or if it's a yuuguu user I'm sharing with?" in Yuuguu:

If the viewer is using the web browser to view your screen, that will be used against your 100 minutes. When you share Yuuguu to Yuuguu, the share opens in a Yuuguu window.

Yuuguu user -> Yuuguu user is free. It isn't explained very well (I'll raise the issue with the dev team) but click on your brother's Yuuguu name in your contact roster and then click edit. Next, click "combine with other contacts". You can now add your brother's GMail account to his Yuuguu account so it becomes transparent to you (nothing actually changes outside of your Yuuguu contacts roster). This means that by default, you will send messages to his Yuuguu account but if he is offline on Yuuguu but online using GTalk, messages will be sent to his GTalk account.

I've probably not explained that very well either ... Regards, Phill.

A comment on the problem "Yuuguu stopped installing while Unpacking WTF" in Yuuguu:

Hi, I've had some feedback from Threatfire and it looks like they don't actually support Windows7 at the moment so there may well be other problems you encounter.

Their reply in full is available at : http://www.pctools.com/forum/showthre...

Regards, Phill. – PhillC, on November 16, 2009 10:25

PhillC replied on November 13, 2009 15:09 to the problem "Nothing Happened when my customer clicked connect." in Yuuguu:

It sounds like the javascript that runs when the button is pressed hasn't worked.

Has your client got scripting turned off somehow?

I have had an obscure case where closing the browser down and restarting it fixed a javascript issue but that was a rare case and was probably more browser related rather than anything our page was doing wrong.

Regards, Phill.

PhillC replied on November 13, 2009 13:52 to the question "How to use keyboard to chose people from my list of contacts @Yuguu?" in Yuuguu:

This is on our wish list but at the moment there is no way of doing what you want.

Apologies, Regards, Phill.

A comment on the question "Automatically remote control" in Yuuguu:

As long as you have Yuuguu installed on both computers (you would need two accounts as you can only be logged in at one place at a time) you can share from the remote PC to the one you are using. Unfortunately, it is still the case that you would need to initiate the share from the remote computer manually.

Regards, Phill. – PhillC, on November 13, 2009 10:57

A comment on the question "Two different links" in Yuuguu:

Unfortunately you can't. We only allow searching by email.

Regards, Phill. – PhillC, on November 12, 2009 10:13

A comment on the problem "Yuuguu stopped installing while Unpacking WTF" in Yuuguu:

I've now managed to recreate the problem. I installed PC Tools software on a clean Windows7 64 bit version and Yuuguu stopped at the "Uninstalling big file ... this may take some time" point. Annoyingly PC Tools didn't report anything nor show anything in their logs.

I will contact PCTools and keep you informed of any progress.

Regards, Phill – PhillC, on November 11, 2009 13:48

A comment on the question "Yuuguu does not start" in Yuuguu:

Right, at this point I'm stumped as I can't install Kaspersky so am unable to attempt to recreate the situation.

If there is any way of checking the Kaspersky log to see if that is having blocking Yuuguu in someway..

Failing that, if you can email your address to support@yuuguu.com and mark it for my attention, I can send you a script file which will generate a text file of information about your computer. We can take a look at that and see if we can see any reasons as to why this is happening.

Apologies again, regards, Phill. – PhillC, on November 11, 2009 11:44

A comment on the problem "Yuuguu stopped installing while Unpacking WTF" in Yuuguu:

I've installed the PC Tools anti virus suite and installed Yuuguu without any problems. I haven't had access to a Windows7 64 bit setup although that should change this afternoon. – PhillC, on November 11, 2009 11:36

A comment on the question "More than 30 people?" in Yuuguu:

Not 100% certain of the error message but they will be unable to join the session. – PhillC, on November 11, 2009 10:35

A comment on the question "could not contact server" in Yuuguu:

Sorry, just trying to chase up some more information from one of my colleagues. It looks like Yuuguu is having trouble negotiating with your proxy .... – PhillC, on November 11, 2009 09:45

A comment on the question "Yuuguu does not start" in Yuuguu:

I've tried to install the trial version of Kaspersky in order to see if there is a conflict but it hangs my development system. All I can think to suggest is you try turning Kaspersky off temporarily to see if Yuuguu will start without it running. It could be generating a false positive, in which case it should be reported to Kaspersky as such.

Installing the JDK won't make any difference as we ship with a JRE to ensure that there will be no problems with the Java installation on the user's machine.

Regards, Phill. – PhillC, on November 10, 2009 13:58

A comment on the question "More than 30 people?" in Yuuguu:

At the moment, more than 30 people in a session hasn't been tested and isn't supported.

Apologies, it is something we are keen to work on but we have to prioritise development effort. Regards, Phill. – PhillC, on November 10, 2009 13:39

A comment on the question "could not contact server" in Yuuguu:

Thanks for your logfile. Our servers have had no downtime so it looks like there is a problem connecting via your proxy. Is the error you are getting the "constant connecting" animated logo in the main Yuuguu window or is it a separate error in the middle of the screen?

From the logfile, it looks like it hasn't run long enough to generate a full error trace. There is no report in the logfile of it failing to connect to our server (although it probably will do / has) .... can you leave it running for a couple of minutes and mail the log file to support@yuuguu.com and we'll take a further look at it.

Regards, Apologies & Thanks for your help in trying to get to the bottom of this, Phill. – PhillC, on November 10, 2009 11:16