Video conferencing is a great tool…when it works. Here are some of the most frequently asked questions for software video clients along with advice on how to fix the issues.
Q. What should I do when users I call cannot see me but I can see them?
A. The following actions can be taken to try to resolve one‐way video issues:
- Check to make sure that you have a camera connected to your computer and that it is recognized by the video application.
- Navigate to Settings in the video application then check the video or video input section. Make sure that the correct video device is selected.
- If the video device is not listed, you may need to install drivers. Check with your IT department for the latest drivers that are appropriate for your platform, or contact your camera vendor for further assistance.
- If your camera has a privacy shutter, (for example, Cisco TelePresence Precision HD USB camera), make sure that it is not in the closed position.
Q. What should I do when users I call cannot hear me or my volume is low?
A. The following actions can be taken to try to resolve one‐way audio issues:
- Check to make sure that you have a microphone on your computer or webcam. Most laptops, along with most USB webcams, include built‐in microphones.
- Check that the microphone is not muted in the video application.
- Make sure that the microphone is not muted in your operating system or your microphone volume is set too low.
- On Macintosh systems, navigate to System Preferences > Sound > Input.
- On Windows systems, you can check this setting by navigating to Control Panel > Sound and Audio Devices > Audio > Sound Recording Volume. Check the sound level of the microphone and adjust to a comfortable level in the operating system and in the video application.If you have multiple microphones connected (i.e. built-in microphone in your laptop and USB webcam), check to make sure the correct microphone is selected. Navigate to settings in the video application then check the audio or audio input section and select the correct audio device.
- If you have multiple microphones connected (i.e. built-in microphone in your laptop and USB webcam), check to make sure the correct microphone is selected. Navigate to settings in the video application then check the audio or audio input section and select the correct audio device.
Q. What can I do if my computer slows down or locks up during a call?
A. These symptoms may indicate insufficient system resources that affect RAM or CPU capabilities on your computer. The following actions can be taken to try to resolve this issue:
- Check to make sure that your computer system meets the recommended settings for the video application listed in the HW and SW requirements.
- If your system meets the recommendations and you continue to observe this issue, adjust the Network Settings in video application to a level that reduces system slowdown. Move the Maximum Incoming Bandwidth and Maximum Outgoing Bandwidth sliders down until you find the setting that reduces choppy audio, video and high system resource utilization.
Q. What should I do when my video call is choppy, distorted or the audio is out of sync with video?
A. This is typically a sign of low or insufficient bandwidth to support the video call. The following actions can be taken:
- If you are on a smartphone or tablet with a 3G or a 4G connection, check the signal strength. If signal strength is low move to a different area or join the call over a Wi-Fi connection.
- If you are joined over a Wi-Fi connection at a public location (i.e. hotel, Starbucks, etc.) you may need to purchase premium high-speed internet access or move to a different location.
- If this is a reoccurring issue at your office or home, you may need to upgrade your bandwidth levels. Talk to your IT department or cable provider for different options.
Q. What should I do when my video application cannot detect my camera?
A. Some applications (Webex, Yahoo Messenger, etc) take possession of any camera they detect in the system, leaving your video application without a camera to use. To prevent this issue and ensure that the video application retains the camera for video calling, take the following actions:
- Shut down any applications that are running that would take control of your camera.
- Start your video application and begin your call, making sure that the camera is connected and turned on
- After your video application is in the call, start your other applications.
Q. What should I do when my video application continues to display the last frame of the shared presentation?
A. Unfortunately, there is no fix for this known issue. As a workaround, the system sending the content must stop and restart presentation sharing to properly display the presentation. This should ONLY happen if a system places a video client on hold to take another call.