Chapter 6

• Troubleshooting
  • Audio problems
    • Echo
    • No voice
    • Distorted voice (chipmunk sound)
    • Cannot speak when the other party is speaking
    • Cannot hear with headphones
    • Choppy audio when using USB headset
  • i2002 or i2004 configuration problems (Not available in this version)
    • Private IP address with i2002 or i2004 phone
  • Calling and messaging problems
    • Cannot complete call
    • Voicemail button is disabled
  • Sharing problems
    • Cannot send a copied file using Send Clipboard
    • Cannot paste from my clipboard into my whiteboard
    • Web Co-browsing does not work
  • Video problems
    • Blurry video
    • Poor color/contrast/brightness
    • Adding a new video
    • "No codecs" video message
    • Camera switches to receive-only
    • Blue screen error

Audio problems  
Audio settings may need to be fine-tuned depending on the type of equipment you
have.

Echo  
If you use a desktop microphone and speakers as your sound input/output devices, the sound from the speaker is often heard by your microphone and the person on the far end will hear an echo. This is why the use of a headset or handset with your PC is recommended. The use of headphones (without a microphone) along with your desktop microphone will also work.

Sometimes echo occurs even when using a headset. Usually, a quick adjustment of the volume can fix this. Try lowering the speaker volume and microphone gain.

Some sound cards have input mixing capabilities. To see if your card supports this

1. Launch the Windows volume control application via Start > Programs > Accessories > Multimedia > Volume Control.
2. Select Options > Properties.
3. Select Adjust Volume for Recording and click OK.
   If Mixed Input is checked, you can experience echo even when using a headset.
4. Uncheck the Mixed Input check box and see if the echo has disappeared. (Note that not all sound cards have this feature.) Muting Wave on the recording settings may also help with this problem.

No voice  
Make sure no other audio applications are running. If another application is using your sound card, the Multimedia PC Client may not be able to access it.
• Check to make sure your volume settings are correct.

Note: Your version of Windows may have a different path to the volume control. Check under the Windows Help menu to find it. Note: Due to sound card conflicts, you cannot run the Multimedia PC Client and the Multimedia Web Client at the same time.

Distorted voice (chipmunk sound)  
Your sound card drivers may not be completely compatible with the Multimedia PC Client. The following table lists the recommended driver versions for the NeoMagic™ card for the various Microsoft Operating Systems.

These cards are especially prevalent on older Dell computers. These driver files can be downloaded from the www.dell.com website.

The Readme.txt file has instructions on how to install the drivers, or you can simply double-click on the setup.exe file and it should do everything for you. You'll be required to do a restart. Also, for a laptop, it is recommended to perform this upgrade while the computer is undocked.

Cannot speak when the other party is speaking  
You may have the Echo Reducer set too high. The Echo Reducer is intended for people who are using their computer's speakers instead of a headset (with microphone. If you have a headset, it is recommended that you deselect the Enable Echo Reducer check box as your headset microphone should not pick up any of the sounds coming out of the headset.

If this is not the problem, you may not have a full duplex sound card (some laptops default to half duplex mode).

Cannot hear with headphones  
Try plugging your headphones directly into your laptop, instead of into the docking station.

Choppy audio when using USB headset  
Choppy USB audio can occur when multiple USB devices are sharing the serial bus. Disconnect all other USB devices from your computer and see if the problem goes away. If you cannot disconnect the other devices, for example, if you are using a USB camera, disconnect the USB headset and switch to an internal sound card, using an analog headset for audio.

i2002 or i2004 configuration problems (Not available in this version)  
When using an i2002 or i2004 an extra configuration step may be required.

Private IP address with i2002 or i2004 phone  
Home users often have a local private network, where component share the single connection into the Internet. Devices connected on the private network typically have a private locally define IP address. The Multimedia PC Client is able to perform Network Address and Port Translation (NAPT) when it controls an i2002 or i2004 Internet Telephone on such a private network. It allows an i2002 or i2004 Internet Telephone to be used for voice communication without requiring a separate public IP address for the i2002 or i2004 device. From home, with one public IP address (your PC), you are able to make and receive calls through the i2002 or i2004 Internet Telephone to your network with this option set.

To enable the Multimedia PC Client NAPT functionality, select the routes voice to/from i200x check box in the Preferences window (Tools > Preferences > i200x).

For office use, the routes voice to/from i200x check box should be left unchecked.

Calling and messaging problems  
Some of the enhanced features of the Multimedia PC Client may not be supported on your network.

Cannot complete call  
Verify that you have dialed the correct number. If the number is correct, connection to this number may not be supported by your network. Contact your next level of support for more information.

Voicemail button is disabled  
You must set-up your voice mail access before the Multimedia PC Client can access your voicemail system. Access to voicemail preferences is dependent upon your service package.

Sharing problems  
The sharing tools are designed for specific tasks and may not provide all native windowing functionalities.

Cannot send a copied file using Send Clipboard  
Use the File Transfer function to send files.

Cannot paste from my clipboard into my whiteboard  
The Multimedia PC Client does not support copying from or pasting to the whiteboard.

Web Co-browsing does not work  
Make sure you are using Netscape version 4.77 or later, or Internet Explorer version 5.5 or later.

Video problems  
Video cameras and video settings may require fine-tuning to optimize the quality of the transmission.

Blurry video  
Most video cameras have a focus ring to adjust the image. In a call where you are transmitting video, click the video preview check box (or select the 1x button) to see your transmitted image. Turn the focus ring (it usually encircles the lens) until the image is sharper.

Poor color/contrast/brightness  
Most video cameras allow the user to tune these settings. Terminate any active video call, then do the following:

1. Go to Tools > Preferences > Video, and click the Configure... button
2. If video is not being displayed in the Video Configuration window, select your video camera from the Video Driver drop-down menu (it is probably “Microsoft WDM”).
3. Press the Source... button after video is displayed. This will usually produce a multi-tab window that has controls to tune video color and brightness. Operate the controls until you are satisfied with the image
4. Click OK to leave the close the camera controls.
5. Click OK to leave the Video Configuration window.
6. Click OK to leave Preferences.

Adding a new video  
First, make sure that the Multimedia PC Client has permission to perform video telephony. Go to Tools > Preferences > Video. If all of the controls are grayed out and non-operational, you may not have logged in to the network (use the Login menu). If you have logged into the network (that is, if there is a green light on your Login menu), your service profile does not include video. Please contact your service provider or administrator.

If the video controls are enabled, make sure that the client has been configured to send/receive video by verifying that the Video Disabled selection is NOT selected. Just click on another setting to set up video if video was disabled.

“No Codecs” video message  
The camera may need to be manually configured.

1. Go to Tools > Preferences > Video, and press the Configure... button.
2. If video is not being displayed in the Video Configuration window, select your video camera from the Video Driver drop-down menu (it is probably “Microsoft WDM”).
3. Click the Format... button after video is displayed. The window that comes up varies from camera to camera, but look for a control for “Pixel Depth / Compression” or “Format”. Choose either RGB 24 or I420 in this control, and press OK.
4. If “RGB 24” or “I420” is not listed as a selection, the camera may not be usable by the Multimedia PC Client. However, try examining other programs that came with the camera in order to enable Video For Windows with this camera. Also, check with the camera vendor’s web site to obtain the most recent drivers.
5. Press OK to close the Video Configuration window, and press OK again to close Preferences.

Camera switches to receive-only  
The Multimedia PC Client will switch to receive-only video if it starts up and cannot locate a previously found camera. To transmit video again, go to Tools > Preferences > Video, disable video, then select your video configuration again.

Blue screen error  
This is caused either by multiple cameras/video capture devices corrupting each other’s installations or by buggy device drivers. Try to uninstall unneeded video devices and go to the vendor’s web site and ensure that you are running the latest drivers for the video device. If you are unsure of how to troubleshoot device installation conflicts, seek knowledgeable assistance.