How do I install and enable the SightCall plugin for CaféWell Video Coaching?

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CaféWell video coaching is enabled through a video/chat service from SightCall that provides Web Real-time communication (WebRTC).  This article provides guidance to troubleshoot issues that may occur when installing and enabling the SightCall Plugin which is required when participating in a video session using Firefox, Safari, or Internet Explorer (IE) browsers.

Note: If you are using Google Chrome, you will not need to install a plugin.

Installation

If you are using Firefox, Safari or IE as your internet browser, the first time you attempt to join a video session and a plugin is not detected, a message appears prompting you to complete the installation.

Click Install the plugin and follow the instructions. The installation procedure varies based on your operating system and browser, and once the installation is complete you should be connected to the video coaching session automatically.

 

Internet Explorer / Windows (RTCCplugin.msi):

 After initiating the installation process, a wizard will appear. Click Run and follow the instructions to install the plugin

Safari / Mac OS X (RTCCplugin.pkg):

After initiating the plugin installation, Safari for Mac OSX will download the plugin. To locate the file, navigate to your Downloads folder or the folder specified under Safari preferences. Find the RTCCplugin.pkg file and then run it.  Follow the steps on the wizard to complete the installation.

    

Click Close to complete the installation.

 

Firefox / Mac OS X (RTCCplugin.pkg):

After initiating the installation process, Firefox on Mac OSX will open a wizard as shown. Follow the step-by-step instructions to complete the installation.

  

If the process doesn’t automatically initiate, you may have to navigate to Downloads folder, or the folder specified in Firefox preferences, locate the RTTCplugin.pkg, and double-click it to initiate the installation process.

Keep the default settings and click OK.

Click Close to complete the installation.

After installing the plugin, the video coaching page should detect the change and confirm successful installation and allow you to continue.  You may be required to refresh your browser once before this occurs.

Troubleshooting

Enabling the SightCall Plugin

If you are using Firefox, IE or Safari and have the SightCall plugin already installed, but are still unable to join the session, you may not have set the appropriate privileges to the plugin. You may see the following message indicating the RTCC plugin is not enabled.

To resolve the issue, ensure the plugin is enabled using the instructions below corresponding with the browser you are using.  Once enabled, refresh the web page.

 

Firefox

  1. Click Menu (), and then select Add-ons ().
  2. Select Plugins.
  3. Locate the  RTCplugin.
  4. Change the setting to Ask to Activate or Always Activate.

 

Safari

  1. Choose Safari > Preferences
  2. Click Security, then select Plug-in Settings.
  3. Select the RTCC plugin.
  4. Allow or Allow Always from the drop-down menu.
  5. Click Done. 

 

Internet Explorer (supports IE 9 & 10)

If the plugin is installed but disabled, it should be enabled by following these steps:

  1. Launch Internet Explorer (version 9 or 10).
  2. Click on the Menu() in the browser navigation bar
  3. Click Manage Add-ons
  4. Once the Manage Add-ons window is displayed, click the RTCC plugin
  5. Change the setting to Enable mode and close the window.

 

Internet Explorer (Version 11)

Currently Microsoft Internet Explorer 11 does not support WebRTC and the plugin is not supported on Windows 10. The current workaround is to change the Document Mode by performing the following steps:

    1. Launch Internet Explorer 11.
    2. Click on the Cog () in the browser navigation bar
    3. Select Developer tools (or press F12).
    4. Click Document Mode.
    5. Change the Document Mode to IE 9, 10, or 11.

Note: If the plugin is not the problem, the issue might be caused by using an older OS/Browser version. Please review What operating systems and browsers does the RTCC driver support?

 

 

 

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Comments

  • Avatar
    JKMBoese

    The AddLive progress bar doesn't get more than 75% complete. I've missed two video sessions and cant figure out what to do.

  • Avatar
    GallegA4

    I'm not even prompted to install it and can't join. Super frustrating!

  • Avatar
    sweetheart2u

    I'm so disgusted by things changing and not being able to use it. It really is totally useless to me anymore!!!

  • Avatar
    cpate1

    No prompting to install, can't join. This should be easy. Instead of hearing the session on gratefulness I just got a lesson in frustration. Great for my health!