Unable to Browse to Portal Unable to Browse

or Login or Login to Portal

If browsing via https and you receive a

browser security/certificate/exception
error, this indicates that the root
certificate needed is missing from the
PC or browser. Run system and/or
browser update to get the latest root
Can you browse the certificate bundle, or contact your
Resolve the local
No web as normal (i.e. system admin for assistance.
network issue
reach Google.com)?

Yes
Error message Confirm you are
about invalid using the correct
Confirm the correct Portal URL from the username or username and
system administrator. password password
Can you No
If you receive an HTTP Error (i.e. 401 No browse to the
error) consult http://en.wikipedia.org/wiki/ Vidyo Portal?
List_of_HTTP_status_codes or contact
your network admin to help resolve

Yes
Click “forgot password” and
get the password reset email.
System will email you with link
Do you have to click to request password
Install/Update Are you seeing
Flash v10 reset. After using link, a
Flash player from No No the login
player second email will be sent with
adobe.com screen?
installed? No new password.

Yes
Yes
Yes

Contact your
If you receive black Did you receive
system
screen, or progress bar password reset No
administrator
that starts but halts Are you able to emails?
for support
before completion, this is login?
an indication of a
network web filter or local No
network utility (antvirus,
personal firewall, etc)
interfering with the Yes
download of the Flash Check SPAM filter
page. Correct this issue or Junk mailbox.
or contact network
admin.
Resolved

Page: 1
 Problem Downloading,
Installing, or Running Problem Downloading,
Installing, or Running
VidyoDesktop
VidyoDesktop
Licensing Error is normally caused by access to
system being blocked by Web Proxy or Filter. Either
Received error that Installer is not see about Exception for Vidyo being set in web proxy
Does portal
loaded on the portal. Contact Portal or filter;
prompt you to
admin to notify them to properly No
download
upload valid client software to the or use VidyoDesktop Web Proxy support feature to
VidyoDesktop?
portal. configure web proxy info and authentication. Feature
settings are located in VidyoDesktop configuration,
under Network settings. Please refer to the
VidyoDesktop User Guide for more details.
Yes
This is an indication of a network web filter
or local network utility (antvirus, personal No
firewall, etc) interfering with the download.
Correct this issue or contact network admin. Does the
No installer If received a
Also, check the following: DirectX Error, see
download?
Firewall is blocking downloads DirectX Error
Web proxy blocking access Troubleshooting
Browser security level is too high Flowchart

Yes

If VidyoDesktop will not run on Mac,

check the following requirements:
Are you the Did you
Log onto computer Intel CPU based Mac
administrator successfully
with administrator No No OS X 10.5 or later
on this install
rights
computer? VidyoDesktop? No

Yes
Verify you have
Rights to create
Registry entries,
write to Program
Files, and proper
access to system tray (Windows); or dot
Documents folder.
Page: 2
Yes
Other Exception
Error received
Did you successfully Run
VidyoDesktop? [you will see
VidyoDesktop icon in your
Send VidyoDesktop logs and DirectX info to Support.
next to Icon in Dock (Mac)]
For Windows: Logs will be found in Documents/Vidyo
Desktop. Send all logs including Installer logs, and exception
log and dmp file if any. For DXDIAG report: Go to Start RUN,
enter DXDIAG and press OK, Press Save All information
button, and send report to support.
Yes
For Mac: Logs will be found under
Resolved /Users/{username}/Library/Logs/Vidyo Desktop
Problem Connecting VidyoDesktop:
Not Fully Registered, Able to login but not registering or
connecting calls
Problems Starting VidyoConference

Check the following:

Start the Vidyo Desktop application: Do you see
VidyoDesktop icon
Windows: in your system tray
Go to Start/Programs/Vidyo Desktop No (Windows); or dot
next to Icon in Dock
Mac: (Mac)?
Click on VidyoDesktop icon in Dock.
No
Yes
Check the following:
Is the person Firewall is blocking the VidyoRouter signaling port
icon next to (default is SCIP Port: TCP 17990)
No your name on Verify local security policy/malware/local firewall isn’t blocking the
the portal page application.
green? Computer does not meet system minimum requirements. Typically a
Error pop-up window is displayed with message or Exception fault. Refer
to User Guide for minimum system requirements.
For Windows and DirectX Error, refer to DirectX Troubleshooting
Yes flowchart.
If system is configured for encrypted media, client computer may not
have required root certificate loaded. If common CA certificate used,
upgrade OS from OS manufacturer for latest Root Certificates update.
From the VidyoPortal home For self-signed system, load self-signed root certificate on client system.
page click on “My Room”
then “Join Room” No

Verify local security policy/malware/PC Yes

firewall isn’t blocking the application Is the person
registration: icon next to
Make sure VidyoManager port is open
(default is EMCP Port: TCP 17992). your name on
the portal page
Client may be behind restricted firewall Did you Check the following::
(i.e. with only ports 80 and 443 open), green? Firewall is blocking the VidyoRouter media
successfully
such users may use VidyoProxy if start a ports (default range: UDP 50000-65535)
configured for use on the VidyoPortal. Verify local security policy/malware/local
Enable ‘Always Use VidyoProxy’ in conference?
firewall is not blocking the application.
client configuration under Network
section, and attempt Portal login Web Proxy or Filter is interfering with the UDP
again. Yes, but call drops media. Check Proxy settings or see network
within a few admin.
VidyoDesktop may have ‘Always Use
minutes Network Firewall/Router is set for UDP timeout
VidyoProxy’ enabled and VidyoProxy
is not configured for the system or Yes (indicative of consistent timing of call drop, i.e.
unavailable. Disable ‘Always Use 2 Min)
VidyoProxy’ in client configuration
under Network section, and attempt
Portal login again.
Yes, and stays
Check browser settings to see if a web connected, but
Yes, see self and Did you
proxy is needed No Video – See Yes From the VidyoPortal home
stays connected. successfully start
If Web Proxy present: Either see about No Video page click on “My Room”
and maintain a
Exception for Vidyo being set in web Flowcharts then “Join Room”
conference?
proxy or filter;
or use VidyoDesktop Web Proxy
support feature to configure web proxy No
info and authentication. Feature
settings are located in VidyoDesktop
configuration, under Network settings. Send VidyoDesktop logs to Support.
Resolved
Please refer to the VidyoDesktop User
Guide for more details. For Windows: Logs will be found in Documents/Vidyo
Desktop. Send all VidyoDesktop logs.

For Mac: Logs will be found under

/Users/{username}/Library/Logs/Vidyo Desktop
Page: 3
 No Audio -
Cannot hear remote
Cannot Hear Others participants

Is the speaker icon Check the following:

Click on Speaker
Can you hear in the VidyoDesktop Check VidyoDesktop application playback
Resolved Yes icon in toolbar to Yes volume: Click on the down-arrow next to the
everyone now? application toolbar
un-mute speaker Speaker Icon and ensure volume is not all the
Red (muted)?
way down.
Proper speaker device is selected in the
VidyoDesktop Configuration: Click the
Settings icon (sprocket), go to Devices, Verify
No proper Speaker is selected.
No Headset or speakerphone speaker is muted
or volume too low: Check device locally for
mute button/switch, and volume levels.
Issue is on the one
Your computer’s Playback level setting is
participant’s end, follow muted or too low: Check playback device
“No Audio – Others Is it only one settings in system audio/sound control panel.
Cannot Hear Me” Are others able
participant who you If USB headset or speakerphone is plugged
flowchart to diagnose the No to hear One All
cannot hear or all into USB hub (note often desktop front USB
unheard participant participant?
participants? ports are actually a hub): move device to
direct local USB port on computer (rear port
for desktop).
Is audio heard when using other applications?
Yes If not, check computer’s audio setup and
settings.
Audio packet loss - In Vidyo Desktop
In Vidyo Desktop application toolbar, application toolbar, click the Settings icon
click the Settings icon (sprocket), and (sprocket), and on Status page, click
on Status page, click Conference Conference Status button. Check for Audio
Status button. Check for Audio Receive Receive Bandwidth (A RX KBps) in the
Bandwidth (A RX KBps) in the Participant list. If none, then the others are
muted or audio packets are being dropped on
Participant list. the network, look for increasing NACKs for
each participant, if increasing, then network is
dropping packets – contact network admin.

Are you receiving

audio packets Can you hear
Yes No
from the everyone now?
participant?

No

Yes Send VidyoDesktop logs to Support.

Check with
VidyoPortal system
For Windows: Logs will be found in Documents/Vidyo
administrator, issue
Desktop. Send all VidyoDesktop logs.
points to problem
with VidyoRouter or
Resolved For Mac: Logs will be found under
network.
/Users/{username}/Library/Logs/Vidyo Desktop

Page: 4
No Audio - Remote Participants Others cannot
Cannot Hear Me hear me

Is the microphone
You are remotely muted by
icon in the Click on Mic icon
the conference room owner Can others
Yes, like above VidyoDesktop Yes, like above in toolbar to un- Yes Resolved
or operator, contact them to hear you now?
application toolbar mute Microphone
unmute you.
Red (muted)?

No
No
Check the following:
Issue is on the one Check VidyoDesktop application microphone volume: Click
participant’s end, on the down-arrow next to the Mic Icon and ensure gain is
Is it only one not all the way down.
follow “No Audio – Can this
participant who Proper microphone device is selected in the VidyoDesktop
Cannot Hear Others” participant not
Others One can not hear All Configuration: Click the Settings icon (sprocket), go to
flowchart to diagnose hear others or
you or all Devices, Verify proper Microphone is selected.
that participant only you?
participants? Headset or speakerphone mic is muted or gain too low:
Check device locally for mic mute button/switch, and gain
levels.
Your computer’s Record level setting is muted or too low:
Only me
Check record device settings in system audio/sound control
panel.
If USB headset or speakerphone is plugged into USB hub
In Vidyo Desktop application toolbar, (note often desktop front USB ports are actually a hub):
click the Settings icon (sprocket), and move device to direct local USB port on computer (rear port
on Status page, click Conference for desktop).
Status button. Check for Audio Send Is mic working when using other applications? If not, check
Bandwidth in upper left. computer’s audio setup and settings.
Audio packet loss - In Vidyo Desktop application toolbar,
click the Settings icon (sprocket), and on Status page, click
Conference Status button. Check for Audio Send Bandwidth
in upper left of window. If none, Check with VidyoPortal
system administrator, issue points to problem with
VidyoRouter or network. If have Audio Send BW, then audio
Are you sending packets are being dropped on the network, have others look
Can others for increasing NACKs for you in their Conference Status
audio Yes
hear you now? window participant list, if increasing, then network is dropping
Bandwidth? packets – contact network admin.

No
No
Yes
Check with Send VidyoDesktop logs to Support.
VidyoPortal system
administrator, issue For Windows: Logs will be found in Documents/Vidyo
points to problem Desktop. Send all VidyoDesktop logs.
with VidyoRouter or Resolved
network. For Mac: Logs will be found under
/Users/{username}/Library/Logs/Vidyo Desktop
Page: 5
Hearing Echo (Echo, Echo..)
on the Call
General Note regarding Echo:
Echo is caused by audio looping back via remote participants’
speakers and into their microphone. When on calls with
echo, always stop and ask who hears it. If you hear echo,
then you are NOT the source of the echo. The person who
does not hear echo is the source. It is a bit backward from
what you might think. The exception is if more than one
source is causing the echo.
Verify that the correct speaker and
microphone devices are selected in the
User’s VidyoDesktop application
Configuration under Devices.
HINT: Have the User tap the microphone
they believe they are using to verify the
device.
Yes
Have the User choose appropriate devices
(Headset or Echo Cancelling Speakerphone),
and Save.
If the User does not have a Headset or Echo
Cancelling Speakerphone, return to previous
question. Note: the built in camera mic does
not provide Echo Cancellation.
Is there still
Yes
an echo?
No
Resolved No
Page: 6
Audio Echo on
Call
Echo is being caused by multiple participants, including the meeting host (yourself).
Start by resolving the host’s cause of inducing echo by following the remainder of the
flowchart tree.
Who hears an echo
Everybody Then, as host, have all remote participants mute their microphone in the
when they speak?
VidyoDesktop application toolbar.
Have remote users un-mute their microphone one at time until you find each user
who is causing echo. Follow the remainder of the flowchart tree for each user
causing echo.
Alternatively, as the Meeting Room owner/Operator/Admin, use the Control Meeting
Everybody except 1 User
page of the Portal to control the Muting and UnMuting of each participant.
Enable "Echo Cancellation" in the VidyoDesktop application
Does the User have a Configuration under Devices.
Headset, or Speakerphone
No NOTE: Enabling Echo Cancellation may cause some
with built-in echo
cancellation? cutting out of users’ audio due to half duplexing.
Alternatively have the user use earphones like those that
come with an iPod to physically isolate the audio.
Check the following:
VidyoDesktop Speaker and/or Mic
volumes – lower each if high. High
levels can overdrive the devices.
Device Speaker and/or Mic volumes -
Is there still
lower each if high. High levels can Yes No Resolved
an echo?
overdrive the device.
If using AEC Speakerphone, be sure
device is clear of any obstacles.
Paper, books, shelves, etc that are
sitting on top of or too close to the
device may cause feedback.
Send VidyoDesktop logs to Support.
For Windows: Logs will be found in Documents/Vidyo Desktop.
Is there still
Yes For Mac: Logs will be found under
an echo?
/Users/{username}/Library/Logs/Vidyo Desktop
Send all VidyoDesktop logs.
 No Video – Cannot See others, but they do not see my camera video

See My Camera Video Click the Preview button in the VidyoDesktop toolbar to
enable Self-View; each click will toggle through the Self-View
options: Picture-In-Picture, Participant Window, and Off.

USB Port NOTE:

Be aware of USB hubs and port
Verify proper camera replicators and PC docking
device is selected in stations. Connecting a USB
Is there
the VidyoDesktop Webcam to these devices may
Can you see another
Is your camera Configuration: Click Proper camera interfere with the camera’s
your local No Yes application No Yes
plugged in? the Settings icon is selected? performance.
preview? using the
(sprocket), go to If problems occur with camera,
camera?
Devices, see which connect camera directly to laptop
Camera is selected. or rear desktop USB port.
Yes No No
Yes

Check the following:: Connect Close the other Select proper

Privacy Mode button in camera to application, or Check if camera works with
VidyoDesktop (Camera Camera and Save
available check its settings other applications:
icon) is Green. If Red, No Is the camera working with the
click button to toggle off USB port. to release the
Privacy mode. camera. camera manufacturer’s software?
You are the active speaker Quit and restart Is the camera working with third
and others cannot see you VidyoDesktop to party test application such as
(when you speak others No AmCap? (Google AmCap to
only see black window). ensure camera is Is camera
dedected locate free download)
Firewall is blocking the video seen
VidyoRouter media ports now?
(default range: UDP Is camera
50000-65535) video seen
Verify local security policy/ now?
malware/local firewall isn’t No
blocking the application. No Does camera
Web Proxy or Filter is Yes Update camera drivers – check Yes work with other
interfering with the UDP camera manufacturer’s website apps?
media. Check Proxy for latest drivers.
settings or see network Is camera NOTE: be sure to perform
admin. video seen custom install if needed in order
There is enough bandwidth now? to install drivers only and not No
available to send video. other manufacturer’s software.
CPU meets VidyoDesktop
Camera may be
minimum requirements.
malfunctioning –
Yes contact camera
Is camera manufacturer’s
video seen No customer support
Yes now?

Is camera
video seen
now?
Send VidyoDesktop logs to Support.

For Windows: Logs will be found in Documents/Vidyo

Yes Resolved Yes Desktop. Send all VidyoDesktop logs.

For Mac: Logs will be found under

Page: 7 /Users/{username}/Library/Logs/Vidyo Desktop
 No Video - DirectX Error or
See no video (just a black window),
Black Window (with others Joined) or receive a DirectX Error

This error can be caused by a couple of issues:

Check the following::
DirectX is not installed or not updated to a currently Firewall is blocking the VidyoRouter media ports (default
supported version; range: UDP 50000-65535)
Does call stay Verify local security policy/malware/local firewall isn’t
DirectX is installed but acceleration is not enabled; connected and
Yes No blocking the application.
DirectX is installed and up to date, but the video card can you hear Web Proxy or Filter is interfering with the UDP media.
others? Check Proxy settings or see network admin.
on the PC either does not support DirectX or its drivers
are not up to date with DirectX support; Network Firewall/Router is set for UDP timeout (indicative
of consistent timing of call drop, i.e. 2 Min)
The PC does not meet the minimum system
requirements to run VidyoDesktop.

To resolve which one is causing the problem, do the following:

Is DirectX Go to the DXDIAG Display VidyoDesktop
1) Verify that the PC’s Hardware Acceleration is set to Full. Is the VRAM
version 9.0c or TAB and see ‘Approx requires minimum
Go to Start Menu then Settings / Control Panel and open the Yes 128MB or No
higher Total Memory’ line under 128MB of VRAM –
Display control panel. Select the Settings TAB, then the higher?
installed? Device section. upgrade graphics.
Advanced button, then the Troubleshoot TAB, and make sure
the Hardware Acceleration slider is all the way right to Full.
No Yes
2) Go to Start Run and enter DXDIAG and press OK. This will No
In DXDIAG / Display TAB,
launch the DirectX Diagnostic utility. Verify your DirectX
Is the error under DirectX Features:
Version on the first tab ‘System’; version is listed as the last Install DirectX or upgrade
resolved and verify that both DirectDraw
item in the middle of the window. version. Available at
are you seeing and Direct3D Acceleration
microsoft.com are Enabled.
video?

If DirectX version is up to date and all the accelerations Yes

are Enabled or the acceleration Enable buttons are Are DirectDraw AND
greyed out; then the PC’s graphics adapter either does Yes Direct3D Acceleration
not support DirectX or its drivers need to be updated to Enabled?
enable full DirectX support.

Verify what display adapter is on the PC (view under Resolved Yes

DXDIAG / Display / Device), what drivers are installed No
(view under DXDIAG / Display / Drivers), and check out
the manufacturer’s website to determine if that particular Is the error
card supports DirectX and at what Driver version. Enable these options in DXDIAG:
resolved and
No Direct Draw Acceleration
are you seeing
Update the display adapter drivers for full DirectX Direct 3D Acceleration
video?
support. Yes

If the graphics card in use does not support DirectX –

upgrade graphics.
Send VidyoDesktop logs and DXDIAG report to
If none of the above is Support.
Is the error the answer, then it most
resolved and likely means the CPU For Windows: Logs will be found in Documents/
No
are you seeing and GPU combo does Vidyo Desktop. Send all VidyoDesktop logs.
video? not meet minimum
requirements. In DXDIAG: select ‘Save All Information’ from the
Page: 8 bottom of the DirectX Diagnostic Tool, save the file
 Audio/Video Quality is
Poor/Choppy/Freezing
Check the following:
VidyoPortal Group setting: see if
Meeting Room’s or Owner’s
Group setting has Bandwidth
restrictions.
VidyoRouter Bandwidth – 2-3MB
per Port/Line
Server Ethernet Speed/Duplex –
Auto/Auto by default; if switch
port is 100/Full, change Portal/
Router port via Shell Admin
Menu Option 5 to Auto Off.
Firewalls Issues:
Firewall/VPN
Firewalls and VPNs can limit the
throughput for video
VPNs add SSL or IP Sec
headers which can degrade
video
Firewalls doing SPI can delay or
add excessive jitter to video
Firewalls can be a bottleneck if
overloaded
QoS issues:
QoS may be active on the
network. Make sure Vidyo
packets are treated properly.
QoS may need to be configured
to identify Vidyo packets by
Portal and Router(s) IP
address(es)/FQDN(s)
Choppy/Freezing Video/Audio
Low Video Resolution / Frame Rate
Is the AV issue
All points to issue with experienced by all
overall network, usually All participants, or a Group
at server side. group/single
participant?
Single
Single points to network
issue on that user’s side, or
a issue with user’s Computer
In Vidyo Desktop application toolbar, click the
Settings icon (sprocket), and on Status page,
click Conference Status button.
Check Total Send and Receive Bandwidths (in
upper left), see if low.
Check CPU Usage (lower left), see if over 80%
High CPU
Check the following:
Computer on low end of system requirements: refer to
VidyoDesktop User Guide for minimum vs
recommended system requirements.
CPU in heavy use – Stop other apps to free resources.
CPU in PowerSaver mode – if on battery, connect to
power supply.
CPU over heating – check System Control Panel and
look for large discrepancy between rated and actual
running speed of CPU – check PC ventilation.
USB issue – USB bus is interfering with audio or video
throughput: try other ports, update BIOS and/or chipset
drivers.
Group points to a
network issue for the
group’s network
Check the following:
VidyoPortal Group setting: see if Meeting
Room’s or Owner’s Group setting has
Bandwidth restrictions.
A Web Proxy / Filter restricting or
inspecting traffic
Not enough bandwidth – check
VidyoDesktop Settings Status page for
Alarm messages [Config icon (sprocket)
will be Red]. Run tests at speedtest.net
and pingtest.net to check network
conditions (test to servers close to Router
location and close to user to compare)..
Bandwidth
Using VidyoProxy – check user’s Settings
/Network
Status page for ‘Using VidyoProxy
message: VidyoProxy may degrade
quality of conference due to using all TCP
(usually worse quality the further user is
from VidyoRouter)
Network congestion - packet loss - In
Vidyo Desktop application toolbar, click
the Settings icon (sprocket), and on
Status page, click Conference Status
button. Check for Receive Bandwidths
(RX KBps) in the Participant list. If none,
then the others are muted or packets are
being dropped on the network, look for
increasing NACKs for each participant, if
increasing, then network is dropping
packets – contact network admin.
Users on wireless – test wired only to see
if wireless issue (Access Point
placement, Wireless interference /
Channel overlapping, Congestion / Half
Duplex / Collisions

No
After checking and Send VidyoDesktop logs and DirectX info to Support.
working through all bullet
points, is AV quality For Windows: Logs will be found in Documents/Vidyo Desktop. Send
better? all logs including Installer logs, and exception log and dmp file if any.
For DXDIAG report: Go to Start RUN, enter DXDIAG and press OK,
Press Save All information button, and send report to support.
Yes
For Mac: Logs will be found under
Page: 9 Resolved /Users/{username}/Library/Logs/Vidyo Desktop