Cisco Meeting Troubleshooting

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Welcome to the Cisco Meeting Troubleshooting page. We will try to keep this site updated with the latest troubleshooting tips. Please remember that 90% of all problems with Cisco Meeting can simply be fixed by Rebooting Your Computer. If that doesn't work you can call UEN TSSC: 800-863-3496; opt 1, then opt 1 again.
Otherwise here are some tips that may help you out.

Issues Signing In

Q: I get the error "unable to resolve IP address" in the sign in dialog? What should I do?
A: Please contact the UEN TSSC: 800-863-3496; opt 1, then opt 1 again

Q: Why does the app say "unable to connect - try again later" in the sign in dialog?
A: Usually this is just a temporary issue. Try again later. If it keeps happening, there may be a firewall issue. contact the UEN TSSC: 800-863-3496; opt 1, then opt 1 again

Q: Why do I get the error "username or password is incorrect"?
A: Either you have been given incorrect details, or your account is not set up correctly. Please contact the UEN TSSC: 800-863-3496; opt 1, then opt 1 again

Q: Why do I see the message "no network" when I try to sign in?
A: There is an issue with your network connection. To confirm, you can open a browser and go to a standard website, such as a news website or Google.

Q: Why do I see the error message “Certificate failure. The connecting server is not presenting a valid certificate”?
A: You get this message because a domain name is missing in the certificate. Please contact the UEN TSSC: 800-863-3496; opt 1, then opt 1 again

Audio Issues

Q: The other participants can't hear me. What should I do?
A: Check that you have not muted your microphone, and that no-one else have muted your microphone.

Specific for Windows and OS X

Check that the speaker is working by clicking Check speakers button Acanowebjoin2.png

Check that your microphone is selected. Try selecting another microphone from the drop-down list.

1.8 Microphone dropdown.png

Check that you have no other applications running that use the microphone.

Check that your volume is sufficiently high. See also My audio is not loud enough. What can I check?

Q: I get an audio playback error. What should I do?
A: When you get an error message that mentions audio playback, it means that there is an issue with your speakers or headphones.

  • Check that external devices are plugged in properly and check your Windows or OS X Settings.


Q: Can I do anything about echo?
A: Cisco Meeting Windows and OS X apps have an Echo Cancellation setting which is on by default.
The echo cancellation filter is dynamic; that is, it continually tunes to remove echo. Therefore you must give the filter time to adapt.

To check whether the setting is enabled:

  • Select the Settings and info button.
  • Select More settings.
  • On the Advanced tab, find the Speakers section and tick the Echo cancellation box.

1 7 echo cancellation.png


Web

Echo cancellation is on by default.

Q: My audio is not loud enough. What can I check?
A:The Audio Boost setting on the Apps specifically addresses the case of the speaker volume being too quiet.

To check that Audio Boost is selected:

  1. Select the Settings and info button.
  2. Select More settings.
  3. On the Advanced tab, find the Speakers section and tick the Audio boost checkbox.

1 7 echo cancellation.png

The Cisco Meeting App normalizes all volumes to a standard level at the server side (we use the standard specified in the audio mixing volume RFC), which roughly speaking uses all the digital range and sends that encoded audio to the PC. However, some PCs have weak volume output, the only way around this is to apply digital gain - which is what Audio Boost does.

Specific for Windows

If your PC has a general issue of quiet audio, check that you have the volume turned up. Windows has multiple speaker volume controls - an overall one and a per-application volume control. The easiest way to check the settings is to right-click on the speaker in the system tray, the volume mixer shows all volumes.