Vidyo Support Engineer Service Desk Tier 1 VidyoDesktop Edition

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Aubrey Barton
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1 Vidyo Support Engineer Service Desk Tier 1 VidyoDesktop Edition

2 Objectives Gather relevant information and Vidyo endpoint logs Troubleshoot Vidyo soft client and VidyoRoom connectivity, audio and video performance issues Escalate issues to Tier 2 support Reference additional resources when needed

3 Gathering Relevant Information and Vidyo Logs

4 Gathering Relevant Information and Vidyo Logs Exactly when did the user encounter the problem? Has the user ever been operational? What are the symptoms that the user is experiencing? Is the user experiencing any error messages or alarms and if so, what is the exact syntax of the error message(s)? Are any other users experiencing the problem?

Gathering Relevant Information and Vidyo Logs Has anything changed (e.g. location, endpoint hardware, accessories, network, firewall, software update)?

5 Gathering Relevant Information and Vidyo Logs Has anything changed (e.g. location, endpoint hardware, accessories, network, firewall, software update)? Can the user recreate the problem? Consider gathering information via remote access

Examples: High CPU utilization limits quality of conference Insufficient network send bandwidth limits quality of own video

6 VidyoDesktop Alarms VidyoDesktop Application Alarms VidyoDesktop Application alarms will be shown on the lower right of the application window when a performance issue is detected Click the alarm to obtain the details of performance issue detected Alarm Examples: High CPU utilization limits quality of conference Insufficient network send bandwidth limits quality of own video Insufficient network send bandwidth limits resolution of own video Insufficient network receive bandwidth limits number of viewable participants

and saved to the user s Desktop Please specify the

7 Gathering Logs - VidyoDesktop Diagnostics Report Click the Generate Diagnostics Report button The logs will be zipped and saved to the user s Desktop Please specify the date/time that the issue occurred Send VidyoDesktop logs to Support

8 Gathering Logs - ios/android Obtain device model Try to find out if user is using 3G/4G/Wi-Fi (Wi-Fi preferred) ios/android devices can output their logs within Settings

VidyoDesktop DO s and DON Ts Checklist Use High Performance power plan (Windows) Wireless connections may cause problems and are highly susceptible to interference, a wired connection will always be

9 VidyoDesktop DO s and DON Ts Checklist Use High Performance power plan (Windows) Wireless connections may cause problems and are highly susceptible to interference, a wired connection will always be best When using a wired network connection, disable wireless Beware of personal Firewall/Malware clients Be mindful of users changing VidyoDesktop video settings (e.g. forcing 720p/1080p/30) Use a USB Headset or echo cancelling speakerphone (digital) vs. analog sound card Beware of VPN software (may block ports or redirect traffic thru VPN) DO NOT use a USB hub for camera and headset

10 Troubleshooting VidyoDesktop Pre-call/Connectivity Issues

download VidyoDesktop? Does the installer download?

11 Problem Downloading, Installing or Running VidyoDesktop Does the VidyoPortal prompt you to download VidyoDesktop? Does the installer download? Do you have administrative privileges to install new software?

12 Unable to Browse to VidyoPortal Can you browse to a public website (e.g. Can you reach the VidyoPortal URL? Are you seeing the login screen? Are you receiving an error message?

13 Cannot Sign-In to the VidyoPortal Does the user receive a specific error message? If so, and the solution is not obvious, gather the exact error s syntax and escalate. Have you made sure that the credentials are being entered accurately (e.g. CAPS, incorrect password, etc.)?

Network Firewall VidyoPortal/Router specific ports used - to be open: Bidirectional UDP/TCP 53 DNS Outbound TCP Port 80 Web access to VidyoPortal/Admin Web Interfaces Outbound TCP Port 443 Secure web

14 Network Firewall VidyoPortal/Router specific ports used - to be open: Bidirectional UDP/TCP 53 DNS Outbound TCP Port 80 Web access to VidyoPortal/Admin Web Interfaces Outbound TCP Port 443 Secure web access to VidyoPortal and Admin Web Interfaces Outbound TCP Port Client connection to VidyoPortal server (VidyoManager service connection) Outbound TCP Port Client connection to VidyoRouter server UDP 50,000-65,535 Media (e.g. audio, video, content sharing) from participants to/from VidyoRouters (6 ports per endpoint)

15 Common Causes of Pre-call/Connectivity Issues HTTPS/SSL Configuration Issue Web Proxy VidyoDesktop web proxy settings are not configured properly (e.g. missing required username and password) Web Proxies that rely on PAC scripts are not properly set

16 Common Causes of Pre-call/Connectivity Issues VidyoPortal s LDAP/LDAPS/SAML authentication settings are not properly configured Network connectivity issue between VidyoPortal and LDAP server User s AD account may be disabled or locked

17 VidyoDesktop Audio Performance Issues

18 No Audio Cannot Hear Others Is the speaker icon in the VidyoDesktop application toolbar red (muted)? If Yes, click on speaker icon in toolbar to unmute speaker Can you hear everyone now? If Yes, issue resolved If No, keep troubleshooting

19 No Audio Cannot Hear Others Is it all participants that you cannot hear? If Yes, check the following: VidyoDesktop playback volume Can you hear everyone now? If Yes, issue resolved If No, keep troubleshooting If level meter is down, you will not be able to hear. Move level meter up to increase volume.

20 No Audio Cannot Hear Others Is it all participants that you cannot hear? If Yes, check the following: Proper speaker device is selected Click the settings icon (sprocket) Go to Devices Verify proper speaker is selected Can you hear everyone now? If Yes, issue resolved If No, keep troubleshooting

21 No Audio Cannot Hear Others Is it all participants that you cannot hear? If Yes, check the following: Is headset/speakerphone muted? Check device locally to ensure mute button/switch is off Make sure volume is turned up on device Can you hear everyone now? If Yes, issue resolved If No, keep troubleshooting

22 No Audio Cannot Hear Others Is it all participants that you cannot hear? If Yes, check the following: Computer s volume is not muted/too low Check system volume to ensure it is turned up Check to see if audio is heard on system using other applications. If not, check computer s audio setup devices, and settings Can you hear everyone now? If Yes, issue resolved If No, keep troubleshooting

23 No Audio Cannot Hear Others Is it all participants that you cannot hear? If Yes, check the following: Is USB headset/speakerphone plugged into hub? Often desktop front USB ports are actually a hub Move device to direct local USB port on computer (rear port for desktop) Can you hear everyone now? If Yes, issue resolved If No, keep troubleshooting

24 No Audio Cannot Hear Others Is it all participants that you cannot hear? If Yes, check the following: Audio packet loss In Vidyo Desktop application toolbar, click the Settings icon (sprocket) On Status page, click Conference Status button Check for Audio Receive Bandwidth (A RX Kbps) in the Participant list If none, then the others are muted or audio packets are being dropped on the network Look for increasing NACKs for each participant, if increasing, then network is dropping packets contact network admin

25 No Audio Participants Cannot Hear Me Is the microphone icon in the VidyoDesktop application toolbar red (muted)? If Yes, click on microphone icon in toolbar to unmute Can everyone hear you now? If Yes, issue resolved If No, keep troubleshooting

26 No Audio Participants Cannot Hear Me Is the microphone icon in the VidyoDesktop application toolbar red (muted) and appears as follows? If Yes, you are remotely muted by the conference room owner and you need to contact them to unmute you Can everyone hear you now? If Yes, issue resolved If No, keep troubleshooting

27 No Audio Participants Cannot Hear Me Is it all participants that cannot hear you? If Yes, check the following: VidyoDesktop microphone volume indicator Check the Microphone indicator in the VidyoDesktop toolbar to see if sound is being detected.

28 No Audio Participants Cannot Hear Me Is it all participants that cannot hear you? If Yes, check the following: Proper microphone device is selected Click the settings icon (sprocket) Go to Devices Verify microphone is available and selected Can everyone hear you now? If Yes, issue resolved If No, keep troubleshooting

No Audio Participants Cannot Hear Me Is it all participants that cannot hear you? If Yes, check the following: Is headset/speakerphone mic muted or gain too low?

29 No Audio Participants Cannot Hear Me Is it all participants that cannot hear you? If Yes, check the following: Is headset/speakerphone mic muted or gain too low? Check device locally to ensure mute button/switch is off Make sure gain is turned up on device and not too low Can everyone hear you now? If Yes, issue resolved If No, keep troubleshooting

30 No Audio Participants Cannot Hear Me Is it all participants that cannot hear you? If Yes, check the following: Computer s record level is not muted/too low Check record device settings in system audio/sound control panel for microphone properties Can you hear everyone now? If Yes, issue resolved If No, keep troubleshooting

31 No Audio Participants Cannot Hear Me Is it all participants that cannot hear you? If Yes, check the following: Is USB headset/speakerphone plugged into hub? Often desktop front USB ports are actually a hub Move device to direct local USB port on computer (rear port for desktop)

32 No Audio Participants Cannot Hear Me Is it one participant that cannot hear you? If Yes, can this participant not hear others or only you? If the participant hears others, but not you, check for audio send bandwidth in upper left side of Conference Status If you are not sending audio bandwidth, escalate to VidyoPortal System Administrator If you have audio send bandwidth, then audio packets might be dropping on the network» Have others look for increasing NACKS for you in their Conference Status window participant list» If NACKS are increasing, then the network is dropping packets, contact network administrator If the issue is on the one participant s end, have them follow the resolution path

33 Someone is Introducing Background Noise How can you quickly determine who is causing noise? Press Ctrl key and then A key in succession from the Status page of the VidyoDesktop configuration settings screen to open Audio Debug to assist with identifying sound/echo.

microphone The person who does not hear echo is typically

34 Hearing Echo on the Call Echo is caused by audio looping back via remote participants speakers and into their microphone The person who does not hear echo is typically the source If you hear echo, you are not the source of the echo Source

Hearing Echo on the Call Who hears echo when they speak? Everybody except 1 user Does the user have a headset or speakerphone with built-in echo cancellation?

35 Hearing Echo on the Call Who hears echo when they speak? Everybody except 1 user Does the user have a headset or speakerphone with built-in echo cancellation? YES Have the user tap the microphone they believe they are using Verify the correct speaker/microphone is selected in device settings If the preferred headset/speakerphone is not selected, have the user choose the appropriate device and click apply

36 Hearing Echo on the Call Who hears echo when they speak? Everybody except 1 user Does the user have a headset or speakerphone with built-in echo cancellation? NO Have the user enable Echo Cancellation in the device settings Enabling Echo Cancellation may cause some cutting out of users audio due to half duplexing Alternatively, have the user use a headset/earbuds to physically isolate audio

Hearing Echo on the Call Who hears echo when they speak? Everybody Echo is being caused by multiple participants, including the meeting host (yourself) 1.

37 Hearing Echo on the Call Who hears echo when they speak? Everybody Echo is being caused by multiple participants, including the meeting host (yourself) 1. Start by resolving the host s cause of inducing echo 2. Next, have all remote participants mute their microphones 3. Instruct remote participants to unmute their microphone one at a time until you identify who is causing echo 4. Alternatively, as the meeting room owner (or moderator), use the Control Meeting page to mute/unmute participants as needed

38 Troubleshooting VidyoDesktop Video Performance Issues

39 No Video Cannot See My Camera Video I can see others, but they cannot see my camera video Click the preview button in the VidyoDesktop toolbar to enable Self-view Can you see your local preview? NO

No Video Cannot See My Camera Video Check to see if the Privacy Mode button

40 No Video Cannot See My Camera Video Check to see if the Privacy Mode button (camera icon) is green If red, click button to toggle off Privacy Mode Is your camera plugged in? If not, connect camera to USB port USB Port Note: Be aware of USB hubs and port replicators and PC docking stations. Connecting a USB Webcam to these devices may interfere with the camera performance. If problems occur, connect camera directly to laptop or rear desktop USB port Is there another application that is running the camera? If so, close other application or check settings to release camera. Then, quit/restart VidyoDesktop to ensure camera is dedicated

Is there an alarm - bandwidth will impact performance Use the VidyoCloud connectivity diagnostic tool

41 No Video Cannot See My Camera Video Verify camera device is selected properly in device settings Is there enough bandwidth available to send video? Is there an alarm - bandwidth will impact performance Use the VidyoCloud connectivity diagnostic tool 2Mbps/1Mbps down/up sufficient for a good experience Check if camera works with other applications Is the camera working with the camera manufacturer s software?

42 No Video Cannot See My Camera Video Does CPU meet VidyoDesktop minimum requirements? Check CPU utilization in Activity Monitor An alarm may be generated if the CPU utilization is above 90%

not resolve issue, camera might be malfunctioning and you should contact camera manufacturer for support Driver version/date can be obtained from the Dxdiag log that is

43 No Video Cannot See My Camera Video Is the camera running the latest drivers? If not, update camera drivers (check camera manufacturer s website) Perform custom install if needed to install drivers only and not other software If updating drivers does not resolve issue, camera might be malfunctioning and you should contact camera manufacturer for support Driver version/date can be obtained from the Dxdiag log that is included with the VidyoDesktop log zip file Windows Users Only Is the user experiencing a DirectX error? Does the call stay connected and can you hear others? Is the VRAM 128MB or higher? Is DirectX 9.0c or higher installed? Are DirectDraw AND Direct3D acceleration enabled?

44 No Video Cannot See My Camera Video Windows Users Only - check DirectX settings as follows: Click Start button, type dxdiag in Search box, and then press ENTER

No Video Cannot See My Camera Video Is the firewall blocking the VidyoRouter media ports Default range: UDP 50000-65535 Verify local security

45 No Video Cannot See My Camera Video Is the firewall blocking the VidyoRouter media ports Default range: UDP Verify local security policy/ firewall/malware isn t blocking application Is Web Proxy or Filter interfering with the UDP media? Check proxy settings or see network admin

No Video Black Window (with others joined) Check VidyoDesktop layout to ensure that No Video Option has not been selected (Automatic option is recommended) Is the AV issue experienced by all

46 No Video Black Window (with others joined) Check VidyoDesktop layout to ensure that No Video Option has not been selected (Automatic option is recommended) Is the AV issue experienced by all participants/group/single All participants points to issues with overall network (usually server side) Group points to a network issue for the group s network Single points to network issues on that user s side or computer

No Video Black Window (with others joined) The AV issue is experienced by all participants or a group of participants: Check the following: Portal Group setting, see if meeting room s/owner s group

47 No Video Black Window (with others joined) The AV issue is experienced by all participants or a group of participants: Check the following: Portal Group setting, see if meeting room s/owner s group setting has bandwidth restrictions Is Web Proxy/Filter restricting or inspecting traffic Not enough bandwidth check VidyoDesktop Settings Status page for Alarm messages. 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) Users on wireless test wired only to see if wireless issue (access point placement, wireless interference/channel overlapping, congestion/half duplex/collisions

48 No Video Black Window (with others joined) The AV issue is experienced by group: Check the following: Using VidyoDesktop Proxy, check user s Settings 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 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

49 No Video Black Window (with others joined) The AV issue is experienced by a single participant: Check the following: Is the user receiving an error? Does the call stay connected and can you hear others? Is the VRAM 128MB or higher? Is DirectX 9.0c or higher installed? Are DirectDraw AND Direct3D acceleration enabled?

50 No Video Black Window (with others joined) The AV issue is experienced by a single participant: Check the following: Firewall/VPN Issues can limit the throughput of 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 High CPU Computer on low end of system requirements CPU in heavy use Stop other apps to free resources CPU over heating check ventilation USB issue USB bus is interfering with audio or video throughput, try other ports. QoS Issues may be active on the network Make sure Vidyo packets are treated properly. QoS may need to be configured to identify Vidyo packets sent to/from the VidyoPortal and VidyoRouter(s) IP address(es)/fqdn(s)

51 My Receive Video is Poor, Low Frame Rate Check the following: Does the computer meets minimum system requirements? Is Network firewall blocking ports? Is there enough download bandwidth? Run speed test Is there network congestion? Check for QoS issues

52 My Receive Video is Poor, Low Frame Rate Check the following: Is the user connected via VidyoProxy?

53 My Receive Video is Poor, Low Frame Rate Check the following: Is a Web Proxy being used? By default, VidyoDesktop is set up to Use settings from Internet Explorer The VidyoProxy feature must be configured in order for VidyoDesktop to establish a connection though a Web Proxy server To avoid performance issues due to Web Proxies inspecting media packets, it is highly recommended to create exceptions (e.g. Bluecoat) or allow DIRECT connections to the Vidyo infrastructure (bypassing the Web Proxy). In many occasions, this can be accomplished by editing the PAC script

54 My Receive Video is Poor, Low Frame Rate Check the following: CPU utilization in task manager An alarm may be generated if the CPU utilization is above 90%

plugged in Avoid Battery Saver power plans when plugged in as they can

55 My Receive Video is Poor, Low Frame Rate Check the following: CPU power plan To ensure optimal performance, use High/Maximum Performance Power Plan when plugged in Avoid Battery Saver power plans when plugged in as they can throttle your CPU resources Is CPU overheating? Make sure there is plenty of ventilation

The Video From Me is Choppy/Freezing Check the following: Confirm your computer meets minimum system requirements Check network type being used Wired or Wireless?

56 The Video From Me is Choppy/Freezing Check the following: Confirm your computer meets minimum system requirements Check network type being used Wired or Wireless? If wired, check to see if other network apps are in use Stop the apps to free network resources Are both wireless and wired connections in use? Disable either wired or wireless network and run only one Is wireless coverage good? Correct wireless issues by checking router placement, wireless interference, or channel overlapping Run Vidyo s connectivity diagnostics tool from your computer to check your network quality Run continuous ping to Portal IP/URL during calls

The Video From Me is Choppy/Freezing Check the following: Video Preferences Use recommended Best Quality option to avoid performance issues Users may force

57 The Video From Me is Choppy/Freezing Check the following: Video Preferences Use recommended Best Quality option to avoid performance issues Users may force 720p30/1080p30 without fully understanding the impact that it will have on their CPU Users may force Limited Bandwidth, which will limit their transmit resolution

or performance issues Can limit bandwidth due to

58 The Video from Me is Choppy/Freezing Check the following: VPN connection VPNs can cause connectivity or performance issues Can limit bandwidth due to encryption overhead Latency due to routing Can limit the MTU size

59 Common VidyoRoom Audio and Video Performance Issues

60 VidyoRoom HD-3 System Diagram w/ Sony SRG-120DU USB Camera

61 VidyoRoom HD-2 System Diagram w/ Sony SRG-120DU USB Camera

62 VidyoRoom HD-40C System Diagram w/ Logitech cc3000e USB Camera

63 VidyoRoom HD-40C System Diagram w/ Sony SRG-120DU USB camera

64 IR Remote Control Quick Reference Sheet

65 RF Remote Control Quick Reference Sheet

66 VidyoRoom Homepage

67 VidyoRoom Homepage w/ Calendar Integration

68 Account Settings Requires a VidyoRoom account

69 Network Settings DHCP or static IP address can be configured IP address of the VidyoRoom is displayed on the lower right corner of the homepage and within this page as well

70 Audio Settings Ensure that the proper devices are selected Ensure that mic and volume gains are not set too low or zero Disable echo cancellation unless the VidyoRoom is not using a hardware-based echo cancellation solution (e.g. speakerphone or DSP)

71 Video Settings Ensure that the proper devices are selected as camera and shared content sources Turning backlight on/off can aid with darker rooms when the VidyoRoom is paired with a Sony camera

72 Advanced Settings Most of the settings on this page are selfexplanatory When using a RF remote control or an external keyboard, it is best to turn off lucky clover keypad as the input method

73 About Information If the issue is not resolvable by T1, document all of the versions that are shown on this page as it will be useful to T2/T3 support

74 VidyoRoom Audio Issue No Speaker Output Issue description: No sound is coming from the VidyoRoom during a conference Probable Causes: 1. Volume turned down 2. Speaker not connected / detected 3. Line-level audio hardware not properly programmed / configured Recommended Steps: 1. Ensure that VidyoRoom is running latest firmware / client 2. Turn up the volume (either with remote control or VidyoRoom s Admin UI) 3. Try bypassing the audio solution by using line-level ear buds and USB headset 4. Try testing the speaker solution with a PC 5. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

75 VidyoRoom Audio Issue Mic not working Issue description: Remote participants cannot hear audio coming from VidyoRoom Probable Causes: 1. Mic muted 2. Mic not connected / detected 3. Remote participant(s) speaker volume is turned down or muted Recommended Steps: 1. Ensure that VidyoRoom is running latest firmware / client 2. Ensure that the mic is not muted (both via remote control and with physical mute button on speakerphone) 3. Ensure that microphone gain is not set to 0 via VidyoRoom UI (or Admin UI) 4. Try bypassing the audio solution hardware by using a USB headset 5. Try testing the mic solution with a PC 6. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

76 VidyoRoom Audio Issue Echo echo.echo Issue description: Echo is being generated by the VidyoRoom system Probable Causes: 1. Wrong devices are selected 2. Line-level echo cancellation is not properly programmed / configured 3. Line-level solution without hardware echo cancellation is being used without enabling software echo cancellation Recommended Steps: 1. Ensure that VidyoRoom is running latest firmware / client 2. Confirm that the correct devices are selected 3. Enable software echo cancellation on VidyoRoom (requires v client) - using hardware echo cancellation is recommended 4. Try bypassing the audio solution hardware by using a USB headset to confirm that the echo is indeed being generated by the selected device configuration 5. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

VidyoRoom Video Issue Green Participant Placeholder (remote video) Issue description: One or more green placeholders are displayed instead of the participant(s) video Probable Causes: 1.

77 VidyoRoom Video Issue Green Participant Placeholder (remote video) Issue description: One or more green placeholders are displayed instead of the participant(s) video Probable Causes: 1. Participants have insufficient send bandwidth 2. VidyoRoom has insufficient receive bandwidth 3. Remote participants may be using VidyoProxy 4. Misconfigured / non-optimized VidyoCloud rules Recommended Steps: 1. Ensure that VidyoRoom is running latest firmware / client 2. Consider having remote participants mute their video until further troubleshooting of their network quality can be conducted 3. Review conference statistics to see if the VidyoRoom is reporting low available bandwidth 4. Using the endpoint logs, try to find out if endpoints in the conference are landing on an optimal VidyoRouter (or via Super Admin UI in real-time) 5. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

VidyoRoom Video Issue Green Content Placeholder Issue description: Green content placeholder is being displayed instead of content Probable Causes: 1. Nothing is connected content sharing cable 2.

78 VidyoRoom Video Issue Green Content Placeholder Issue description: Green content placeholder is being displayed instead of content Probable Causes: 1. Nothing is connected content sharing cable 2. Laptop/PC that is sharing content is not outputting a video signal to the VidyoRoom content capturing solution (e.g. Inogeni / Input 2) 3. Content share interconnects are not connected properly or require reseating Recommended Steps: 1. Ensure that VidyoRoom is running latest firmware / client 2. Ensure that content sharing source is connected 3. Ensure that the laptop/pc is outputting a video signal (aka presenter mode) 4. Reseat all content sharing interconnects if necessary 5. Reseat all cables/devices and reboot VidyoRoom 6. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

79 VidyoRoom Video Issue Distorted Local Video Output Issue description: VidyoRoom displays are showing a distorted image Probable Causes: 1. Display layout is misconfigured (e.g. incorrect resolution / refresh rate) 2. Faulty video cables / extenders Recommended Steps: 1. Ensure that VidyoRoom is running latest firmware / client 2. Try changing the resolution / refresh rate within the VidyoRoom Admin UI s Display Layout tab 3. Ensure that all video cables from the VidyoRoom to the displays are properly connected 4. Reseat all cables/devices and reboot VidyoRoom 5. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

80 VidyoRoom Video Issue No Video On A Particular Display Issue description: No video is being displayed on a particular display. Probable Causes: 1. Misconfigured display layout 2. Video cable from VidyoRoom to display is not properly seated, connected to the wrong port or faulty Recommended Steps: 1. Ensure that VidyoRoom is running latest firmware / client 2. Ensure that the video cable is properly connected from the VidyoRoom to the display 3. Confirm that display layout is configured properly 4. Try a different video cable 5. Reseat all cables/devices and reboot VidyoRoom 6. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

81 VidyoRoom Video Issue Poor Video Send Quality Issue description: VidyoRoom is sending a low resolution / framerate video stream Probable Causes: 1. Insufficient send bandwidth 2. Video send quality is set too low within VidyoRoom Admin UI 3. Using VidyoProxy 4. VidyoRoom may be overheating Recommended Steps: 1. Ensure that VidyoRoom is running latest firmware / client 2. Monitor conference statistics to see if available send bandwidth is low 3. Check Vidyo Admin UI video send quality settings and increase if necessary 4. Disable VidyoProxy if setting is enabled and doesn t have to be 5. Try connecting with same network / cable with VidyoDesktop to see if the issue persists; this will help you determine if the issue is network related vs VidyoRoom related 6. Ensure that the VidyoRoom is properly ventilated 7. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

82 VidyoRoom Video Issue Poor Video Receive Quality Issue description: VidyoRoom is receiving a low resolution / framerate video stream Probable Causes: 1. Insufficient receive bandwidth 2. Using VidyoProxy 3. Isolated incident with one or more participants experiencing send issues 4. VidyoRoom may be overheating Recommended Steps: 1. Ensure that VidyoRoom is running latest firmware / client 2. Monitor conference statistics to see if available receive bandwidth is low 3. Disable VidyoProxy option if setting is enabled and doesn t have to be 4. Try connecting with same network / cable with VidyoDesktop to see if the issue persists; this will help you determine if the issue is network related vs VidyoRoom related 5. Ensure that the VidyoRoom is properly ventilated 6. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

83 VidyoRoom Video Issue No SelfView, Green Placeholder or Black SelfView Issue description: The VidyoRoom s self-view does not appear or appears as a green participant placeholder or black box. Probable Causes: 1. Self-View is not activated 2. Camera is not detected, selected within the VidyoRoom s settings and/or powered off 3. Sony camera s resolution / framerate is not configured properly 4. Video cables from VidyoRoom to camera are not connected properly or faulty 5. Display layout is not configured to show self-view on a display Recommended Steps: 1. Press SelfView button on VidyoRoom s remote control 2. Make sure that the camera is powered on and selected within the VidyoRoom s settings 3. If using a Sony camera, ensure that either you match up the resolution/framerate to what the VidyoRoom is set to capture at via the VidyoRoom s Admin UI or consider using VISCA to allow the VidyoRoom to dictate what resolution/framerate the camera will capture 4. Try using another camera if it s an available option to determine if the camera is faulty 5. Reseat all cables/devices and reboot VidyoRoom 6. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

VidyoRoom Video Issue No SelfView (black) Please be sure to set the camera and VidyoRoom system to matching resolutions or the camera s VISCA auto mode prior to connecting to the VidyoRoom system.

84 VidyoRoom Video Issue No SelfView (black) Please be sure to set the camera and VidyoRoom system to matching resolutions or the camera s VISCA auto mode prior to connecting to the VidyoRoom system. Do not power on the VidyoRoom system until display(s) and camera are fully connected and powered on. If using a Sony camera, please make sure to set System Select option on the rear of the camera to the appropriate resolution setting. VISCA, set to #7 (this allows the VidyoRoom to dictate the camera resolution/framerate via the VISCA to serial/usb cable) For setting a manual resolution/framerate, please refer to the bottom of the camera for resolution/framerate values

85 VidyoRoom Control Issue Unable to Control VidyoRoom s Camera (locally w/ Vidyo s IR Remote Control) Issue description: Unable to control the VidyoRoom s camera pan, tilt, zoom (PTZ) with the IR Remote Control Probable Causes: 1. Camera control cable(s) is not connected, connected to the wrong VISCA / USB port or faulty 2. User is not in a conference 3. Drained, missing or misconfigured remote control batteries 4. IR line of sight issue Recommended Steps: 1. With HD-40 models, please make sure that the USB end of the camera control cable is connected to the port that is depicted in the provided connectivity diagrams 2. If using a Sony camera, make sure that the camera control cable is connected to the VISCA In port 3. Join a conference and try to control the camera with the remote control 4. Replace remote control batteries if necessary 5. Reseat all cables/devices and reboot VidyoRoom 6. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

86 VidyoRoom Control Issue Unable to Control VidyoRoom s Camera (locally w/ Vidyo s RF Remote Control) Issue description: Unable to control the VidyoRoom s camera pan, tilt, zoom (PTZ) with the RF Remote Control Probable Causes: 1. Camera control cable(s) is not connected, connected to the wrong VISCA / USB port or faulty 2. User is not in a conference 3. Drained, missing or misconfigured remote control batteries Recommended Steps: 1. With HD-40 models, please make sure that the USB end of the camera control cable is connected to the port that is depicted in the provided connectivity diagrams 2. If using a Sony camera, make sure that the camera control cable is connected to the VISCA In port 3. Join a conference and try to control the camera with the remote control 4. Make sure RF Remote Control USB receiver is connected to the VidyoRoom system 5. Replace remote control batteries if necessary 6. Reseat all cables/devices and reboot VidyoRoom 7. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

87 VidyoRoom Control Issue Unable to Control VidyoRoom s Camera (remotely) Issue description: Participant(s) are not able to control the VidyoRoom system s camera Probable Causes: 1. Allow Participants to Adjust Camera option is not enabled within the VidyoRoom s UI Setttings 2. Camera control cable(s) is not connected, connected to the wrong VISCA / USB port or faulty Recommended Steps: 1. Join a conference and try to control the camera with the remote control to determine if local control works; if local camera control does not work, refer to Unable to Control Camera (local) slide 2. With HD-40 models, please make sure that the USB end of the camera control cable is connected to the port that is depicted in the provided connectivity diagrams 3. If using a Sony camera, make sure that the camera control cable is connected to the VISCA In port 4. Reseat all cables/devices and reboot VidyoRoom 5. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

88 VidyoRoom Control Issue Unable to Control Other Cameras in Conference from VidyoRoom Conference Control UI Issue description: The VidyoRoom is not able to control the camera of other room systems that are in the conference Probable Causes: 1. Far End Camera Control (FECC aka Allow Participants to Adjust Camera ) has not been enabled on the room systems that you re trying to control 2. Remote room system s camera control cable(s) is not connected, connected to the wrong VISCA / USB port or faulty Recommended Steps: 1. Join a conference and try to control the camera with the remote control to determine if local control works; if local camera control does not work, refer to Unable to Control Camera (local) slide 2. With HD-40A or HD-40B, please make sure that the USB end of the camera control cable is connected to the port that is depicted in the provided connectivity diagrams 3. If using a Sony camera, make sure that the camera control cable is connected to the VISCA In port 4. Reseat all cables/devices and reboot VidyoRoom 5. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

89 VidyoRoom Control Issue Unable to Control w/ AMX or Crestron Remote Control Issue description: The VidyoRoom is not able to control the camera of other room systems that are in the conference Probable Causes: 1. Network connectivity issue between the AMX/Crestron Remote Control and the VidyoRoom 2. AMX/Crestron Remote Control programming issue Recommended Steps: 1. Confirm that the AMX/Crestron remote control is on the same network as the VidyoRoom and that no TCP ports are blocked 2. Try controlling the VidyoRoom with an Vidyo IR or RF remote control to determine if the issue is with the AMX/Crestron solution or the VidyoRoom itself 3. Reseat all cables/devices and reboot VidyoRoom 4. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

90 VidyoRoom Input Issue Unable to Type Desired Letters and Numbers Issue description: Strange characters appear when trying to type letters and/or numbers with VidyoRoom s remote control or external keyboard Probable Causes: 1. Lucky clover keypad is OFF/ON 2. The FN key is activated when using the VidyoRoom s RF Remote Control Recommended Steps: 1. Try changing the Lucky clover keypad option within the VidyoRoom UI to see if it corrects the issue 2. Deactivate the FN key by pressing it on the RF Remote Control 3. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

91 VidyoRoom Connectivity Issue Unable to login Issue description: VidyoRoom is unable to login to the VidyoPortal. Probable Causes: 1. Incorrect credentials 2. Account type that was provisioned for the VidyoRoom is not VidyoRoom (possibly a Normal account) 3. Required network ports are blocked 4. VidyoRoom cannot resolve the address of the VidyoPortal (DNS related) 5. VidyoRoom is missing SSL CA certificates Recommended Steps: 1. Re-input credentials 2. Check to make sure that the account type for the VidyoRoom is set to VidyoRoom 3. Try signing in with VidyoDesktop from the same network/cable that the VidyoRoom is using 4. Upload SSL CA certificates to the VidyoRoom 5. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

92 VidyoRoom Connectivity Issue Unable to join conference Issue description: VidyoRoom is not able to join a conference Probable Causes: 1. VidyoCloud rules are not properly configured 2. Required network ports are blocked 3. VidyoRoom cannot resolve the address of the VidyoRouter (DNS related) 4. HTTPS w/ AES Encryption is enabled on the VidyoPortal and the VidyoRoom is missing SSL CA certificates of the VidyoRouter that it s trying to join Recommended Steps: 1. Try signing in with VidyoDesktop from the same network/cable that the VidyoRoom is using 2. Upload SSL CA certificates to the VidyoRoom 3. Gather logs along with date/time and escalate if the steps above do not help you determine the cause

93 VidyoRoom - Reimaging Reimaging can be conducted as a last resort when troubleshooting IMPORTANT: Gather logs BEFORE you reimage a VidyoRoom system v3.x 1. Access VidyoRoom Admin UI with a browser (VidyoRooom s IP address) 2. Click the Firmware tab 3. Upload and select image file (*.vimage) 4. Click Update button 5. VidyoRoom will shutdown and reimaging process will begin OR 1. Use a keyboard during the initial boot process, press left and right Shift keys repeatedly until you reach the Recovery Console 2. Select the appropriate option to restore the factory image v2.x 1. Shutdown the VidyoRoom 2. Connect a USB keyboard to the VidyoRoom 3. Repeatedly press F9 during the initial boot process to access the Recovery Console 4. Select the appropriate option to restore the factory image

94 Common VidyoGateway/VidyoVoice Issues

95 VidyoGateway Connectivity Example Legacy H.323/SIP Endpoints (e.g. Lifesize, Polycom, Cisco, etc.) VidyoGateway VidyoRouter Vidyo Desktop Endpoints AVC SVC

96 VidyoVoice Connectivity Example Vidyo Hosted PBx Smartphone/Landline (PSTN to SIP gateway) VidyoGateway VidyoRouter Vidyo Desktop Endpoints AVC SVC

97 VidyoGateway/Voice Troubleshooting Gathering Information Date/time of issue Description of the issue H.323/SIP vs VidyoVoice issue What vendor, model, firmware version is the user experiencing an issue with? Gather the exact dial string that is being dialed (from or to the H323/SIP endpoint) Contact VidyoCloud Support to schedule a live troubleshooting and log capture session

98 Additional Reference Materials VidyoCloud Knowledge Base FAQs Training Videos

99 Escalating Issues to Vidyo Support You can contact the VidyoCloud Support Team at: Phone: VCaaS ( ) or if calling outside USA For ticket submission, be sure to check out this article concerning gathering relevant information and logs before sending

Troubleshoot Vidyo Soft Client and VidyoRoom Connectivity, Audio and Video

100 Vidyo Support Engineer/Help Desk Troubleshooting - Finish Line Congratulations! You should now be able to: Gather Relevant Information and Vidyo Endpoint Logs Troubleshoot Vidyo Soft Client and VidyoRoom Connectivity, Audio and Video Performance Issues Reference additional resources when needed Escalate issues to Vidyo Support

101 Thank You!