Technical Support
Technical Support is our elite team of expertly trained problem solvers. We are dedicated to being knowledgeable on all of the Federal products and services, providing a valuable service in a way that is only available at The Federal VRS. We are the best technical support team in the video relay industry!
Not only do we provide troubleshooting, we are also able to meet your unique communication needs. All Technical Support team members use ASL and are able to interact with customers ranging from home users to IT professionals.
Computer Requirements
What kind of computer do I need?
The minimum PC computer requirements are:
- 500 MHz Pentium III/AMD Athlon and up
- 128 MB RAM and up
- Microsoft® Windows® 98 and up
Internet Requirements
What kind of internet connections do I need?
- DSL – In your local telephone company area
- Cable – in your local TV cable company that offers high speed internet (i.e., broadband)
- Company’s High Speed Internet (I.e., T1)
Which operating system do I need on my computer?
Windows® 98, 2000 and XP are compatible with Federal VRS. Be sure to download the compatible driver. Contact Customer Care for driver information.
What is DSL?
Digital Subscriber Lines (DSL) is offered by phone companies. The jack must be located close enough to the phone company’s central office for the system to work. You pay for the amount of speed you want. Video conferencing on DSL works only through the Internet and not with point-to-point dialing. Ask for 256 kbps or high upload and download minimum on DSL when calling the phone company.
What is cable modem or broadband?
Cable modems: usually offered by cable TV companies. It can provide up to 10-20 mbps data transmission downstream and 300 kbps in upstream. But, it all depends on network congestion. When you have a cable modem, a node is given to a certain area in the neighborhood. The speed varies depending on how large an area the "node" covers. When everyone who is sharing the same "node" is on the Internet at the same time, the "node" becomes congested, which will slow down the state rates (upstream and downstream). Cable can also be installed in more places than DSL. Cable is currently available only on the Internet, not the switched telephone network.
What is my public IP Address?
It is similar to a telephone number; every number correlates to one specific phone. A public IP address correlates to one specific computer. This is needed for Internet communicating.
What is my private IP Address?
Just like a public IP address, all computers inside private networks have different IP addresses, but they are not accessible to the public. There are reserved IP addresses for private uses:
Video Camera Requirements
What kind of video camera is recommended?
Web camera with computer:
You will need a video camera installed in your computer. After you have purchased your video camera, follow the video camera’s instructions in the manual. To buy a good quality video camera, you could go to the stores such as Best Buy, Circuit City, CompUSA or any computer store. Make sure that when you buy a video camera with a CCD sensor, it is within the technical specifications listed on the box. You want to avoid CMOS sensors, since this type may slow down your video conference capabilities especially at night times.
- Logitech Quickcam for Notebook Pro
- Logitech Quickcam Pro 4000 or 5000
- Microsoft LifeCam Cinema
Videophone equipment with TV:
- TV or a TV monitor
- Videophone
- High speed internet access to your videophone.
- Public IP address.
What are the technical requirements for using Videophone?
Keep in mind that video camera versions have a tendency to be either outdated or updated as the technology continues to grow and change for the better. Federal VRS is making these recommendations based on current technology and experience from our research and development team.
Can I use Federal VRS Macintosh (MAC) Computer?
Yes, the Federal VRS software will be accessible with Macintosh computers.
Federal Workplace VRS Access and Firewall Support
Please complete the form to get the technical support to access Federal VRS in your workplace. Federal VRS has a team of experts ready to support your agency’s IT in making VRS possible for you.
Download: Request Form in PDF
What is Firewall?
A firewall is a system in the network that prevents unauthorized access to private information data by the outside computer users. This usually occurs in most businesses and schools.
Can I connect to Federal VRS if my company has a firewall?
Yes. When you use Federal VRS to call other users over the Internet, several IP ports are required to establish the outbound connection. The following table shows the ports, their functions, and the resulting connection.
Port
Function
Outbound Connection
389
Internet Locator Service (ILS)
TCP
522
User Location Service
TCP
1503
T.120
TCP
1720
H.323
TCP
1731
Audio call control
TCP
Dynamic
H.323 call control
TCP
Dynamic
H.323 streaming
Real-Time Transfer Protocol (RTP) over UDP
Will Federal VRS work with my home firewall unit?
If you are able to see yourself in the self-view box, but cannot see the Video Interpreter, perhaps you are behind a firewall that prevents you from receiving video images. If this happens, contact us through videophone at fedvrs.tv or email: fedvrshelp@sprint.com for customer service.
Can I use VRS with a home router?
By default, it will work most of the time for making video calls, not receiving. Please contact Federal VRS Customer Service for help with your home router. If video is not working when the Federal VRS Customer Service, that is okay. You can still communicate by using web text chat.
Why is my camera frame rate inconsistent with a cable modem?
In cable modem set-up, a "node" is given to the immediate neighborhood by the Internet Service Provider 9ISP). During peak home usage time, typically during evening time on the weekdays, after most arrived home from work, go on line to check their e-mail, etc. The internet traffic becomes high and the node becomes bottlenecked, causing internet transmission speed to suffer for everyone who is on the mode. In other word, "rush hour".
Why do I have non-acceptable camera frame rate using DSL in an office building?
When multiple users share a single DSL line, the high-memory demands of video traffic is not met. Contact the appropriate authorities, sure as the Information Technology (IT) Department in your company/organization/building or the ISP to explore the possibility of getting a dedicated DSL line, or get a DSL line shared with only a few non-video users.
What are the minimum computer requirements in order to use Federal VRS for PC?
- Pentium III - 800 Mhz or higher
- 8MB video card (16 MB video card is recommended)
- 16K color (minimum)
- 256 MB RAM
- 20 MB free disk space
- USB based web cam
- Cable, DSL, or other broadband Internet connection
How do I download Federal VRS Software?
You can download the Federal VRS for PC software - Download
If you would like to use Federal VRS software, you will be guided through steps to download the software, and assigned a 10-digit Call Now number. Once the download is completed, click on the icon from your desktop to connect with Federal VRS..
What are the functions of the buttons in Federal VRS Software?
Clicking this will start the process of your call. Enter the phone number and click the Call Button to begin.
Clicking this will end the your call.- White Box (Point to Point) – This will enable you to contact people directly. Type in an IP address or a domain name such as name.no-ip.org
- My Contacts – Clicking this will bring up your phone book where you can dial directly.
This will provide Call History.
This will close the Federal VRS Software program.
This allows you to configure your settings.
How come some times my picture quality is great and some time its not?
Download the Federal VRS software from www.fedvrs.us, click on the software icon and locate the "change settings" link just under the "Dial" button. Click "change settings". Select your speed that best matches your internet speed connection. Click "apply settings" to save. If you are not sure, you may want to experiment with different settings.
I can see the Video Interpreter but the Video Interpreter cannot see me. What can I do?
Be sure that you don't have any software firewalls on. Common examples of software firewalls are: Windows XP firewall, Norton Internet Security, Zone Alarm. Contact Customer Care at help.myfedvrs.tv or email: fedvrshelp@sprint.com for additional help with your software firewalls.
Why doesn't my Federal VRS screen appear when I make a VRS call?
You need to make sure that NetMeeting is turned off prior to making a VRS call with Federal VRS software.
What do I do if my picture freezes?
It is encouraged that you do not utilize any windows applications other than the browser you are using while using Federal VRS. Placing another call on NetMeeting while using Federal VRS will cause your video screen to freeze. Make sure all applications are not in use and NetMeeting is off while using Federal VRS.
What is Video to Video?
This will enable you to contact people directly. Type in an IP address or a domain name such as name.no-ip.org . There will not be any interpreter involved with this feature.
Where do I find Video to Video?
Before using this feature, you need to download the Federal VRS application. Then you will find Federal logo on your desktop titled "Federal VRS" Double-click on that logo. You will notice 3 windows; two screens of yourself, and one chat box. In that text box you will need to click on "Video to Video" icon. You will need to enter either an IP address or DNS.
How do I receive voice calls with Federal VRS?
- Go to www.fedvrs.us
- On the right tool bar, click "My Account"
- For existing Federal VRS users: Enter your username and password and click "Go".
- For new users, click on "Don't have an account" and complete your Account Profile. You will have the option to register for a 10-digit local number. Hearing callers will then call your local Call Now number to connect with you through a Video Interpreter.
What happens when a hearing person calls and I am not available?
If the hearing person has called using your Call Now (10-digit local) number, the video interpreter will ask the hearing person if they wish to leave a message. If the hearing person decides to leave a message, an email will be sent to you notifying you of your Federal VRS mail. The Federal VRS mail can be opened on a Flash enabled computer or through a Blackberry or Windows® Mobile device.
To get Flash click here: http://www.adobe.com/products/flashplayer
Note: Make sure you have entered a valid email address in your Federal VRS Account Profile at www.fedvrs.us to receive the VRS mail.