Troubleshooting 

Vidyo generally works pretty well, but there will be times when things don’t work as expected, and at these times there are some steps to take to determine what is wrong and  the steps to get things up and running again.

The problems that may occur can be divided into these main areas:

  • Can’t connect to the VidyoPortal or make calls
  • Call performance is poor
  • Call dropouts

The steps to take in troubleshooting will depend on whether you are using a VidyoRoom system (hardware appliance or software edition) or VidyoDesktop on a computer to VidyoMobile on a tablet or smartphone.

Vidyo has published a range of guides to troubleshooting that are useful in nailing down an issue. These can be found at these locations:

  • VidyoDesktop Troubleshooting FlowChart – Issues covered include:
    • Unable to Browse to Portal or Login
    • Problem Downloading, Installing, or Running VidyoDesktop
    • Problem Connecting VidyoDesktop
    • Problems Starting VidyoConference
    • No Audio – Cannot Hear Others
    • No Audio-Remote Participants Cannot Hear Me
    • Hearing Echo (Echo, Echo..) on the Call
    • No Video – Cannot See My Camera Video
    • No Video – DirectX Error or Black Window (with others Joined)
    • Choppy/Freezing Video/Audio Low Video Resolution / Frame Rate
      • My Receive Video is Poor
      • The Video From Me is Poor Quality
      • Video is Bad (Choppy/Freezing)
  • VidyoRoom Troubleshooting Flowchart
    • No power
    • Can’t connect to VidyoPortal
    • No audio from USB device
    • No video
    • Camera control not working
    • Sharing not working
  • Room System Troubleshooting – use this guide in conjunction with the flow charts above
  • Legacy H323 cannot successfully call VidyoGateway
    • Check for proper dial string and VidyoGateway service prefix
    • Dialling @ with some handheld Tandberg/Cisco remote controls
    • Check Service Prefix on VidyoGateway
    • Call to H.323 connects but drops
    • Call to H.323 connects but NO Audio and NO Video in one direction or both directions
    • Call to H.323 connects but NO Video in one direction or both directions
    • Call connects but video or audio quality is poor
    • Sharing content is not working
    • DTMF (dual-tone multi-frequency signaling) not responding or slow
    • FECC (far end camera control) Issues
    • Calls to legacy H.323 still not working? (Flow chart)
  • VidyoGateway Troubleshooting Guide And Log Gathering

Useful first steps

1. Check you can get to the VidyoPortal via a web browser:

http://vidyo.tenet.ac.za

2. Check your internet speed:

http://www.speedtest.net

3. Check what you are connected to

If you are able to login and get to the VidyoPortal address above, then just join your own meeting room and in the Configuration and Status window, check which VidyoRouter you are connected to. Try a ping to that address, e.g.:

$ ping vr1-vm1-cpt1.tenet.ac.za

You should see something like this:

64 bytes from 196.24.243.134: icmp_seq=0 ttl=49 time=94.193 ms
64 bytes from 196.24.243.134: icmp_seq=1 ttl=49 time=100.017 ms
64 bytes from 196.24.243.134: icmp_seq=2 ttl=49 time=69.142 ms
64 bytes from 196.24.243.134: icmp_seq=3 ttl=49 time=109.845 ms
64 bytes from 196.24.243.134: icmp_seq=4 ttl=49 time=108.694 ms
64 bytes from 196.24.243.134: icmp_seq=5 ttl=49 time=109.122 ms

etc.

Try a Traceroute as well. e.g.:

$ traceroute vr1-vm1-cpt1.tenet.ac.za
traceroute to vr1-vm1-cpt1.tenet.ac.za (196.24.243.134), 64 hops max, 52 byte packets
1  10.0.0.2 (10.0.0.2)  1.425 ms  1.086 ms  0.913 ms
2  * * *
3  wbs-ip-hsll-2-gi3-1-0-vl102.telkom-ipnet.co.za.0.226.105.in-addr.arpa (105.226.0.29)  61.278 ms  50.421 ms  49.332 ms
4  ipc-4-up.south.dsl.telkomsa.net (105.226.0.30)  45.506 ms  42.409 ms  57.975 ms
 5  ipc-aggr-2.south.dsl.telkomsa.net (105.226.0.57)  57.776 ms  41.142 ms  53.164 ms
6  ct1-pr-01-te0-0-0.net.telkomsa.net (105.187.249.138)  39.203 ms  49.006 ms  45.934 ms
7  tenet.ct1.napafrica.net (196.10.140.67)  49.394 ms  72.714 ms  70.436 ms
8  155.232.27.250 (155.232.27.250)  108.131 ms  82.878 ms  78.384 ms
9  te0-1-0-4-cpt2-p1-n.tenet.ac.za (155.232.6.221)  76.255 ms
   te0-12-0-4-cpt2-p1-n.tenet.ac.za (155.232.6.225)  82.141 ms
   te0-4-0-2-cpt1-p1-n.tenet.ac.za (155.232.6.197)  77.306 ms
10 te0-0-0-2-cpt1-pe2-n.tenet.ac.za (155.232.6.206)  74.434 ms  64.307 ms
     te0-0-0-1-cpt1-pe2-n.tenet.ac.za (155.232.6.250)  75.616 ms

11  vr1-vm1-cpt1.tenet.ac.za (196.24.243.134)  86.195 ms  64.145 ms  74.735 ms

N.B. The trace above was from a home ADSL 4 Mbs link – it was enough to deliver reasonable quality audio and video.

If you can ping the VidyoRouter OK and the Traceroute looks OK, check that your computer is within the recommended specs for running VidyoDesktop:

Supported OS

  • Windows: 8.1, 8, 7, XP;
  • Mac: OS X 10.6 or higher;
  • Linux:
    • Debian 7.0;
    • Fedora Core 18, 19, 20;
    • openSUSE 12.2, 12.3;
    • Red Hat 7, 6.1, 6.3;
    • Scientific Linux (SL) 6.1, 6.3;
    • Ubuntu 12.04, 12.10, 13.04, 13.10, 14.04

Minimum System Requirements

  • System: Core 2 Duo 2GHz; 2 GB RAM; 40 MB free disk space
  • For HD: Graphics capabilities that support HD resolutions on one or more display
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