FAQ

This happens because the speed of the PC connection is too slow or the performance of the PC is low.
Please try it again.

You might not be able to use this service in your environment.
There are a few possible reasons.
1.Your network’s proxy server is old.
2.The security setting of the network is too high.


Opening port 1935 outward is an effective solution, but if you cannot do so, please contact us.
We can suggest the best way to accommodate your environment.

The system regularly reports to the server that there is a meeting taking place.
If the server does not get the report because of the delay, it sometimes disconnects.
The basic reason is the delay.

1)How is your PC connected?

ISDN or Dial up
The speed of your PC connection is less than what we recommend.

ADSL/DSL/T-1 : Go to 2.

2)Is your connection through a proxy?

Yes. It is through a proxy.
If you are connecting via a proxy server you may experience slower connection speeds. Such a delay can be avoided by opening port 1935 outward. Please talk to your IT department.

No. It is not through a proxy. Go to 3.

3)Does your PC have a processor newer than a PentiumII 533 MHz?

No.
Your PC is not fast enough. You must have a PC that meets or exceeds our minimum system requirements.

Yes. Go to 4.

4)Are other applications open?

Yes.
Close other applications, the system may be out of resources.

No.
It seems that the video tip is the reason for the delay. Your PC cannot see video images because it is too old or it’s a notebook. Please try using another PC.

1)Is a web camera connected?

No.
Connect a USB camera or IEEE1394 camera.

Yes. Go to 2.

2)Does your OS recognize the camera?

No.
Make your OS recognize the camera by installing the driver.

Yes. Go to 3.

3)Can you see your picture when you click the "camera switch button" which is located under the frame where your picture is supposed to be?

Yes.
Sometimes you have to click the camera switch button to display your picture.

No. Go to 4.

4)Did you click "approve" on the small window that pops up after clicking the meeting start button?

No.
Close the meeting window and start it again.
You have to click "approve" on the small window.

Yes. Go to 5.

5)Are other applications for the camera open?

Yes.
Close the application for camera and click the meeting start button again.

No.
The camera might not be compatible, or it may be broken. Try restarting your PC, if that doesn't work, contact the camera maker’s technical support.

1)Are they logged in?

No.
Ask them to login.

Yes. Go to 2.

2)Can they see their own pictures on their PCs?

No.
They should set it up so they can see their pictures on their own PCs.
(Refer to above "Self picture can not be seen.)

Yes. Go to 3.

3)Can you see their names?

Yes.
There might be some systematic trouble.
Try starting the meeting again.

No. Go to 4.

4)Can you see the text you type on the chat window?

No.
You might not be connected.
Try starting the meeting again.

Yes.
Other participants might not be connected.
Try starting the meeting again.
(Refer to above "Self picture cannot be seen".)

1)Is a microphone connected to your PC？

No.
Connect a microphone to your PC.

Yes. Go to 2.

2)Did you click "approve" on the small window which pops up after clicking the meeting start button?

No.
Close the meeting window and start it again. You have to click "approve" on the small window.

Yes. Go to 3.

3)Is the microphone mute is set up?

Yes.
Uncheck the microphone mute and set the volume high on the Sounds and Audio Devices section of the control panel.

No. Go to 4.

4)Go to control panel.> Find the sounds and audio devices.> Audio>Recording>Click the volume> Is the box of microphone is checked?

No.
Check the box of the microphone.

Yes. Go to 5.

5)Can others hear you speaking when you click the microphone switch button?

Yes.
Sometimes you have to click the microphone switch button, especially when there are a few microphones connected to a PC, or because of the state of the OS.

No.
The microphone might not be compatible, or it might be broken. Try restarting your PC, if that doesn't work, contact the camera maker’s technical support.

1)Is either a speaker or a headphone connected to your PC?

No.
Connect either a speaker or a headphone to your PC.

Yes. Go to 2.

2)Is the speaker or headphone mute set up?

Yes.
Uncheck the microphone mute and set the volume to high on the Sounds and Audio Devices section of control panel.

No. Go to 3.

3) Is the volume of the PC off?

Yes.
Turn up the volume. (Be sure to turn up the PC volume.)

No.
The set up of other users might not be normal.
Ask them to check. (Refer to above "Other participants cannot hear my voices")

You might have muted or turned down the volume.
Uncheck the microphone mute and set the volume to high on the Sounds and Audio Devices section of the control panel.

1)Is the person you are speaking with using speakers?

Yes.
The microphone catches your voice through the speakers. The echo goes away if the person uses a headset. The person needs an echo cancellation microphone if the speakers are used.
Reference: Echo cancellation microphone "ACCUMICII" by ClearOne.

No.
If the headset is cheap, an echo sometimes happens.

1)Do they use a headset?

No.
Ask them to use a headset.

Yes. Go to 2.

2)Is their microphone a directional microphone?

Yes.
There might be some problems with their PCs. Ask them to restart their PCs and login again.

No.
We recommend you use a better quality headset.