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Help for VidyoConferencing™

Vidyo Pre-configuration Information

You must have a compatible computer, webcam and headset. See requirements here.
You must be capable of downloading and installing the Vidyo Desktop software (have admin rights). You will be prompted to do this the first time you attempt to join and online session.
You need to study the user guide on how to use the Vidyo Desktop software.
If you wish to dial a H.323 legacy endpoint it must be on a public IP address that can "receive" video calls. The ANJ VidyoConferencing™ server is configured to dial direct to legacy H.323 endpoint using the prefix "6" before the public IP address. If H.323 endpoints are not located on a public IP address (ISDN, Private Network, etc) you can arrange a bridged call with the Video Portal staff.
Test connection must be made with the computer you intend to use in the exact location and network prior to attempting a live session. Firewalls may have to be set to allow these connection. Get Firewall information here.
If you are experiencing install issues make sure you have the required Java installed on your computer. You can download the latest version of Java from www.java.com. Also make sure that your personal firewall or anti-virus running on your local computer is not blocking the Vidyo Desktop installation.

VidyoDesktop Dos and Don'ts

To help ensure the best user experience, please follow these guidelines:

Avoid wireless connections whenever possible, a wired broadband is usually always better. Make sure that when your computer is connect via wired Ethernet that you disable your wireless (WiFi) connection as this can be problematic with some computers.
Use a USB Headset or echo canceling speakerphone (digital). Without the proper echo canceling device, an echo will be created by the sound you receive getting picked up by your open microphone. You may not heard this, BUT the OTHER participants will. Avoid using analog sound cards by using USB (digital) devices. These will usually sound better.
DO NOT use a USB hub for camera and headset. Some of these hubs will cause issues, especially if they are under powered, have other devices attached or are older USB 1.0!
Check PC power settings, avoid power save. You should run laptops plugged in whenever possible as many laptops do not run at full performance when running on the battery.
To ensure the best framerate and video quality you may have to check you webcam's FPS settings. Make sure to use the latest driver for your OS.
Personal Firewalls or Anti-Malware software on your computer can sometimes block or degrade video conferencing. You may have to either turn them off or allow the VidyoDesktop to pass.
Sometimes VPN software or connections may block required ports or degrade video quality by redirecting traffic.
Some newer residential routers (or campus based Firewalls) use stateful packet inspection also know as dynamic packet filtering. This can cause issues for video conferencing. Unlike static packet filtering, which only examines the information in its header, stateful inspection tracks each packet and every traversing all interfaces of the firewall. This is not desirable for video conferencing. Best to turn this off.

VidyoDesktop™ Video Problems Solved

Have no video? Other participants can not see you? Can't see everyone on the call? Participants appear and then disappear, but are still in the call? Vidyo allows viewing up to 8 participants provided you have a computer that meets the requirements and have enough bandwidth.

Make sure your webcam is actually plugged in directly to your computer and not a USB hub.
Make sure another software application is NOT already using your camera. Only one application can capture video from your camera at a time.
Make sure the webcam you have works with your Operating System, the correct drivers are installed. You may be able to test your camera with the software that came with it. Try a reboot if you just installed the software drivers for a new webcam. Running Vidyo in a virtual environment such as VMware or Parallels is not recommended!
If the other participants can only see you at a low resolution. Make sure your webcam can support VGA, the correct drivers are installed, the camera setting are correct, check your bandwidth and check your computer's CPU.
Verify by clicking on the layout down arrow (will be less than 8)
Check to see if you received any alarms from VidyoDesktop. (Settings icon changes color).

Bandwidth:

Check alarm - Receive bandwidth limits number of viewable participants
Check receive available/actual bandwidth

CPU:

Check alarm - CPU limits number of viewable participants
Check CPU utilization - make sure it is below 80%
Make sure your computer meets the minimum requirements

VidyoDesktop™ Connection Problems

If you cannot connect when you try to start your meeting or try joining a meeting:

Make sure you are NOT already in another meeting. You must terminate a session in order to start or join another meeting.
Turn off your computers Personal Firewall.
Check your company or campus Firewall to make sure the required ports are not being blocked.
Check to see if your company or campus needs to use webproxy.
It is possible that the server is busy and there are no resources available. Most rooms have limits on the amount of allowed participants. Check with us.
Running Vidyo in a virtual environment such as VMware or Parallels is not recommended!

If you are getting an error message, take note of it and contact us with the information.

Connection Problems with Legacy H.323 Endpoints

Make sure you are dialing the correct prefix and "public" IP Address. Example: [prefix][endpoint public IP address] or 60192.168.1.100. Notice no "." between prefix and public IP address.
Make sure the H.323 endpoint is on and can "receive" a video call.
The H.323 endpoint (Polycom, Tandberg, etc) you are trying to dial MUST be able to "receive" a video call from the Internet. If the H.323 endpoint you are trying to call is located behind a restrictive Firewall or has a NAT Address it most likely can not receive a video call this way. It may only be able to dial out.
VidyoGateway™ has been tested with most popular legacy H,323 endpoints and MCUs like Polycom, Tandberg, Sony, Lifesize, etc. There is no way to "guarantee" compatibility with every legacy endpoint. If you are experiencing issues contact Video Portal staff.
Dialing ISDN endpoints or endpoints located on the ANJ private network can be arranged as a "bridge" with the Video Portal staff.