Frequently Asked Questions

I’ve enabled pop ups in my browser but I still can’t into the Conference meeting. I do not see the Vemics Loading page (with lady) on the black web page.
You may have multiple Pop-Up blockers enabled. These may come from a Google toolbar, Yahoo toolbar or other 3rd party toolbars. Make sure they are set to allow pop ups for http://liveaccess1.vemics.com (or your specific server url http://xyz.vemics.com).

I hear audio but video is distorted and breaking up.
Your bandwidth may not be adequate for the meeting. Disconnect and run the Speed Check program and view the QoS results. This may be a temporary situation until you network provider improves the bandwidth. If this condition continues, please contact your ISP (Internet Service Provider). You may also have to upgrade your broadband service.

I’m in the meeting but no one can see me
Disconnect and check to see if your camera is plugged in You may not be chosen by the Podium Owner to be seen. This could be a normal meeting configuration as other participants may also not be seen.

I was doing or viewing a shared application (Application Sharing) and then I hear a “bonk” sound, then I could no longer see the shared applications.
The Application sharing connection has dropped from your PC. Simply disconnect from the meeting, wait for 10 seconds and reconnect to the same meeting. You will be able to see the shared applications again

I have a K2r camera but my audio is distorted when I am sending my video. When I stop sending video (video mute button) the problem goes away.
This may be a known Global Media K2r issue with the USB bus that combines the with the existing PC’s sound device drivers. Go to: Start Menu\Control Panel\System\ click on the Hardware tab, then the Device Manager Tab. Find the USB Audio Device under Sound, video and game controllers. Right click on the USB Audio Device and choose Properties. Click on the bottom drop down menu to choose: Do not use this device (disable). Click OK button. This should resolve the audio issue.

I’ve just upgraded to Microsoft IE 7.0. Why am I being prompted to install and give permission to Active X controls or devices?
Go to the Tools Menu\Internet Options\Security Tab\Trusted Sites then click on the Sites Button Add the following link to the Trusted Sites: http://liveaccess1.vemics.com (or your specific server url http://xyz.vemics.com) Uncheck the box that says: “Require Server Verification for all sites (https) in this zone.” Click the Close Button. Close the IE 7.0 browser Restart the IE 7.0 browser and continue the Vemics Installation Wizard.

Do I need tunneling installed?
It’s a good idea to install tunneling right after the client download especially if it’s a laptop. Even if the wizard doesn’t indicate that you need it, laptops move around and if you connect into a network that has a firewall having tunneling installed increases the chance of a connection.

I installed tunneling and still can’t connect?
If you use any third party software (Symantec, MacAfee or zone alarm) which work at the application layer, then tunneling won’t work because they sit between our client and the network. If a proxy server is used then some information will need to be entered into our conference client, under the network area. You can find the information by looking in the menu of IE under tools-> internet options-> connections then press LAN settings and see if any information exists in the proxy area. Note: connecting through a proxy server will usually degrade the video due to the bottleneck that can happen. It’s best to have your IT person bypass your connection for any connections to LiveAccess.

Will tunneling work for all firewalls?
No. Some firewalls have stateful inspection which looks at the actual packets for various ways to stop a connection. This form of firewall setting is not as popular due to the fact that it can slow down a connection

I connect, then after a few seconds the call drops.
If you get video and audio, essentially a clean call, then for no reason it disconnects and you can repeat the process over and over then a few things may be the cause. Corporate firewalls that have policies which detect excessive bandwidth usage. Local applications like spyware or antivirus apps.

Can some antivirus applications interfere?
Yes. You must grant permission to any Antivirus application that pop ups a dialog box or window that requests that an application change is being made. This can apply to Norton, McAfee, Trend Micro or similar Antivirus solutions

What can I use to test the network?
Vemics provides a speed check tool with the ability to email results, http://speedcheck.vemics.com/speed/speedcheck.html This Java app testing up and down speeds to our servers. It also measures QoS which is a measurement of bandwidth fluctuations over time – excessive fluctuations in bandwidth can indicate congestion or a low QoS value.

My audio is not working, what do I do?
Several things need to be in place for audio to work Correct audio send and receive drivers selected in the Conference Control Client Enough bandwidth >64Kb/s A working microphone Volume control set to proper level Mute switches checked for being in the off position The correct jack is used on your PC or laptop (some computers have 2 places to plug a microphone) Verifying that the green indicator is moving 3 to 4 bars in the upper left corner of the interface