Personal Videoconferencing Troubleshooting Guide
Contents
1. Calendar Wednesday De 12 300 a Tios The Short Answer lf you were previously signed in to tm otn ca and closed the browser window without first signing out your user credentials might still be cached within the browser To ensure a clean start and finish you will need to close and then restart the videoconferencing program 1 To cleanly sign out from the Telemedicine Centre click the Sign Out link in the top right corner Figure 27 and then close the browser window Calendar Wednesday De 11 300 a Tote 2 To close the videoconferencing program right click the Vidyo program icon in your system tray taskbar and select Quit from the pop up menu Figure 28 Figure 27 Sign out from tm otn ca 3 To restart the videoconferencing program click the VidyoDestop program icon in your system Start menu Figure 29 Configuration 4 Open a browser window and log in at tm otn ca gt Check for Updates Quit Figure 28 Quit via system tray Vidyo program menu wW Moon Woni 2010 d x Micropo Excel 2910 Ps Microso Powerfoet 2030 gt c Googe Chrome Toe we A Figure 29 Start menu Vidyo program menu Telemedicine s Leader 14 Personal Videoconferencing Troubleshooting Guide v 4 4 www otn ca Videoconferencing Issues Checklist What You Need to Succeed Check the processing power of your computer e Avoid running other programs while making a video call If too2. Personal Videoconferencing Troubleshooting Guide Version 4 4 Otn Telemedicine s Leader 2 Personal Videoconferencing Troubleshooting Guide This guide provides step by step instructions to overcome the most common problems when getting started and when using the software We re here to help make sure your videoconferencing experience is a good one If you have a problem that does not match any of the conditions described below or you have attempted the corrective action and the problem persists please contact OTN s Service Desk Installation Issues 1 Login Page Hangs or Install Fails eessen 1 1 Clearing Java CaCh ccccccnnncnninnnnnnanananananonononnnnnnnnns Windows SysStemMsS cusarsic stvecedicciescedatedesseeeccedeec Mac OS X SYStOMS conmmmmnnnnnnnnnnnnnnnnnnanana naar nan nnrn aran 12 Clearing Browser Cache cnnoncncccncnncnicinininananann non nnos 2 Install Process Loops the process is running but with high CPU usage 3 Using Windows Vista and IE Browser the Installation Fails with Security Warnings 4 Using Windows Vista the Installer Asks to RUN aS Administrator oo cceceeececcececceeeeeeeeeees 5 Audio or Video Device Not Found cncmccccccnnnnnnnnnnanonnns 51 Windows SYSTEM States 5 2 Mac OS X SYSTOIMS icissiaandscci a 6 Can Install and Log in but Can t Connect Telemedicine Centre tm otn ca Issues 7 Web Page s Not Displaying Properly uu 11 8 Login Hangs amp Home Pag
3. Configuration settings To access the Configuration window right click control click on a Mac the Personal Videoconferencing program icon Q in your system tray taskbar dock Network panel PC Always Use VidyoProxy Unchecked Mac Validate Server Certificate Unchecked Web proxy Always Use VidyoProxy Unchecked Select Use setting from Internet Explorer Web proxy Select Automatically detect settings Options panel Start Vidyo Desktop on Login Checked Incoming Calls Auto Answer Enabled Unchecked Tones Play Tone when Participants join leave Checked Full Screen Start Conference in Full screen Unchecked aeoe Eme neemen e Full Screen Always Display Toolbar Checked Ot ED Display Show Participant Names Checked Telemedicine s Leader Video panel Best Quality recommended Selected 15 Personal Videoconferencing Troubleshooting Guide v 4 4 www otn ca B Audio Problems Others Can t Hear You The Short Answer There might be a problem with your microphone or the other caller s speakers If there are multiple people on the call and none of them can hear you then it is a problem with your microphone 1 If you are using an external microphone check that it is properly plugged into the correct socket on your computer 2 Check that the Personal Videoconferencing software is using the correct microphone i Open your videoconferencing window s Configuration pa
4. Figure 32 li If there is a speaker listed with Recommended in parenthesis select this device e Figure 32 Configuration Devices Speaker selection lil To apply the changes and close the panel click the Save button Or to apply the changes and leave the panel open click the Apply button 3 In your videoconference window use the Speaker control to e Check that the speaker control is not muted Mix e Increase the speaker volume Figure 16 i 4 Check that your computer s main audio settings are not x muted or turned to a low setting Figure 33 Speaker volume slider If there is only one person that you cannot hear then it could be a problem with their microphone Ask them to check their microphone by following the instructions in the previous section of this guide Others Can t Hear You on page 16 Personal Videoconferencing Troubleshooting Guide v 4 4 o Telemedicine s Leader Www otn ca You Hear an Echo or Audio Feedback The Short Answer Echoing or audio feedback is usually caused when the sound from a caller s speaker is looping back into their microphone e If you hear your own voice echoing the problem is on the other person s side e If the other person hears their voice echoing the problem is on your side e If an echo happens during a videoconference stop and ask who hears it The participant who does not hear the echo is the source 1 Verify
5. s Leader www otn ca Install Process Loops the process is running but with high CPU usage The Short Answer The problem might be due to the next generation Java plug in which is enabled by default You can switch to the old Java plug in 1 On your desktop click the Windows Start aes een button and then select Control Panel General Update Java Security Advanced 4 2 Double click the Java icon J Settings The Java Control Panel opens E Debugging ie Java console Defa aus 3 Click the in front of the Java Plug in entry Java Plug in and uncheck Enable the Next Generation Enable the next generation Java Plug in requires browser restart Java Plug in NLP File MIME Association HIRE Auto Download 4 To close the Java Control Panel window iSecurity E Miscellaneous and apply the change click OK 5 Restart close and re open the browser You can now return to the Personal Videoconferencing home page tm otn ca The installation should start automatically Follow the on screen prompts to complete the installation Apply Figure 8 Java control panel advanced tab 6 Personal Videoconferencing Troubleshooting Guide v 4 4 o Telemedicine s Leader www otn ca Using Windows Vista and IE Brows er the Installation Fails with Security Warnings The Short Answer When using Windows Vista Home and Microsoft Internet Properties ee x Internet Explorer and
6. many programs run concurrently the CPU usage remains high and this can reduce video quality e Always plug in your laptop notebook MacBook to a power source for best video quality If your computer is battery powered set the performance plan to high performance Otherwise the CPU performance is automatically lowered to save battery life e For detailed requirements see the Personal Videoconferencing Technical Readiness guide available from the Learn About section at otn ca en members pcve Check your audio video devices e A speakerphone with echo cancellation or a headset is mandatory e Your camera should support high definition CHD video quality e If you plug in or unplug your audio video devices you need to re select and save the devices using Personal Videoconferencing software s Configuration panel e For detailed requirements see the Technical Readiness guide available from the Learn About section at otn ca en members pcvc Verify your Internet connection e You need a business grade Internet connection e You can check your Internet connectivity at the following OTN web sites e Quality test at bandwidth otn ca e Accessibility test at portcheck otn ca e For detailed instructions see the Technical Readiness guide available from the Learn About section at otn ca en members pcvc Verify your Configuration settings e For the best quality video experience ensure you are using the recommended
7. blem turn off Compatibility View 1 Open Internet Explorer and to view the browser menu press the Alt button on the keyboard 2 Click Tools and then select Compatibility View settings Figure 19 3 Inthe Compatibility View Settings dialog box ensure all three checkboxes are not selected Figure 20 4 To apply the settings and close the dialog box click Close 5 Restart close and re open the browser Mh You can add and remove websites to be displayed in Comperibibty View Y Add this website Figure 20 Compatibility View dialog box 11 Personal Videoconferencing Troubleshooting Guide v 4 4 o Telemedicine s Leader www otn ca Login Hangs amp Home Page Doesn t Appear The Problem When logging in the browser remains in a busy state and the home page does not appear Figure 21 The Short Answer This is a known issue for the Telemedicine Centre TMC and a solution is in the works Until it is fixed follow the steps below to resume normal activity 1 To refresh the browser window press F5 or click the browser s Refresh icon 0 A TMC landing page appears but it might display slightly distorted Figure 22 2 To reset the TMC to a correct display click the Calendar link in the left navigation panel The Calendar page appears with the correct proportions Figure 23 Figure 23 TMC calendar page Telemedicine s Leader 12 Personal Videoconferencing Trou
8. bleshooting Guide v 4 4 www otn ca Pop up Security Warning Appears The Problem When trying to access a page at tm otn ca a security warning appears The Short Answer Internet Explorer has a SmartScreen Filter f Security Warning in place that when on a secure server https it warns about non secure content for example a link to an http web page Do peleado to view only the webpage content that was delivered Ea n securely The Telemedicine Centre does not contain any malicious This webpage contains content that will not be delivered using a secure HTTPS content and therefore you can safely display both its secure connection which could compromise the security of the entire webpage and non secure content Figure 24 View secure and 1 Ifthe warning says Do you want to view only the webpage non secure content content that was delivered securely click No Figure 24 2 If the warning says Only secure content is displayed click Show all content Figure 25 Only secure content is displayed What s the risk Show all content x Figure 25 Show all content 13 Personal Videoconferencing Troubleshooting Guide v 4 4 o Telemedicine s Leader www otn ca User Has No Video Permission The Problem After signing in to tm otn ca a red error is message appears at the top of the middle panel that states DEN zari vocon User has no video permission Figure 26
9. e 1 5 X app A System Profiler app Network settings are used when making internet connections By default Java applets and Web Start applications will use the network settings in the system network preferences Only advanced users should modify these settings F Keep temporary files for fast access Select the location where temporary files are kept Users Caches Java cache Select the compression level for JAR files Set the amount of disk space for storing temporary files Figure 6 Mac Java Preferences Delete the following temporary files iw Applications and A Trace and Log Files Figure 7 Mac Java delete files 4 Personal Videoconferencing Troubleshooting Guide v 4 4 o Telemedicine s Leader 5 Clearing Browser Cache www otn ca The instructions to clear your browser s cache can differ depending on which browser you use Firefox Internet Explorer etc the browser version 7 8 9 etc and your operating system Windows 7 XP Mac etc Therefore it is best if you use your browser s Help for the most accurate instructions However for your convenience below are a few sets of instructions on how to clear various browsers cache Internet Explorer 8 1 Open an IE browser window in the toolbar click Tools and select Internet Options from the pop up menu 2 Select the General tab 3 Under Browsing History click Delete 4 Select the Temporary Intern
10. e Doesn t Appear 12 9 Pop up Security Warning Appears sssrin 13 10 User Has No Video PerMiSSiON cconcccncnncnnanccanccanncannnss 14 Videoconferencing Issues 1 Checklist What You Need to Succeed 15 12 PAGO PYG DIGI Seca 16 121 Others Can t Hear YOU occoccccccnnccnconncconnnonannconnnnnnnos 16 12 2 You Cant Hear OUNGIS iccccsccncsciccntnsenunncadersenusinmectine 17 12 3 You Hear an Echo or Audio Feedback 18 12 4 Poor Quality SOUN Olesa ccedeSaduettonetens 19 IS Video Probe 20 13 1 You See Others But They Don t See You 20 13 2 Poor Quality Video esscr 21 Phone 1 866 454 6861 Option 1 Email servicedesk otn ca Personal Videoconferencing Troubleshooting Guide v 4 4 Telemedicine s Leader Installation Issues www otn ca Login Page Hangs or Install Fails The Short Answer If you can t get past the login page or the install doesn t seem to work it could be because your browser s Java plug in is out of date To ensure that your browser loads with the latest Java applications and applets you must clear both your computer s Java cache and browser s cache Clearing Java Cache Windows Systems 1 On your desktop click the Windows Start button and then select Control Panel 2 Double click the Java icon The Java Control Panel opens 3 Select the General tab and in the Temporary Internet Files section click the Settings button Figure 1 The Temporary Files Se
11. elf view on Self view off 3 If Self View is on but you still do not see yourself check to make sure that your camera is plugged in and selected as the proper device in the Devices tab of the Configuration panel 4 If you see yourself your device is properly connected and configured but others still can t see your video broadcast you might need to update your camera drivers Check your camera manufacturer s website for the latest drivers 5 Check to make sure that the Privacy Mode button is green If the button is red privacy mode is on and you are not video broadcasting Click the button to turn off privacy mode Privacy off Privacy on Figure 36 Privacy button on toolbar 20 Personal Videoconferencing Troubleshooting Guide v 4 4 o Telemedicine s Leader 21 Poor Quality Video www otn ca The Short Answer There are a number of factors that can affect the video quality in a videoconference Review the table below to understand some of the more common factors Possible factor affecting video quality Bad Lighting Explanation and Suggested Solution Good lighting is important for a good quality videoconference Use a desk lamp to augment overhead lighting Avoid sitting where there is a bright light behind you such as in front of a window For best results the light source should originate from behind the webcam and shine on your face Slow or busy internet connection Com
12. ep 4 select turn on the Enable Protected Mode checkbox to turn your browser s protection back on Figure 10 IE warning pop up Using Windows Vista the Installer Asks to Run as Administrator The Short Answer If your Windows Vista user id does not have Administrator permissions you need to set your web browser to Run as Administrator 1 If your browser is currently open close it 2 Right click the browser launch icon and select Run as Administrator from the pop up menu An Internet Explorer window opens 3 Return to OTN s personal computer videoconferencing portal tm otn ca The installation should start automatically Follow the on screen prompts to complete the installation 7 Personal Videoconferencing Troubleshooting Guide v 4 4 o Telemedicine s Leader www otn ca Audio or Video Device Not Found Windows Systems Control Panel The Short Answer First uninstall the device driver then re install it mage gang meer rere Finally restart your personal computer videoconferencing software Ge O 8 Low Bre ii D comu ere Pick a category 1 Close the Personal Videoconferencing software application e S Apra ca md hees Porters avd ber der bear 2 If the problem device is connected via a USB port verify bine stam GP tr trece etme O se eure yore that the device is properly plugged in and that the USB port is active and functional That is the port has been used prev
13. et Files checkbox and as many other checkboxes as you d like then click the Delete button 5 Deleting cached files may take a while When the browser is done click OK to exit 6 Restart close and re open the browser Firefox 3 for Windows or Mac OS X 1 Open a Firefox browser window in the toolbar click Tools and select Clear Private Data Select the Cache checkbox Click Clear Private Data Now Under Browsing history click Delete U e WON Next to Temporary Internet Files click Delete Files D Click Close and then click OK to exit 7 Restart close and re open the browser internet Explorer 7 1 Open an IE browser window in the toolbar click Tools and select Internet Options from the pop up menu 2 Select the General tab 3 Under Browsing history click Delete 4 Next to Temporary Internet Files click Delete files 5 Click Close and then click OK to exit 6 Restart close and re open the browser Safari for Windows or Mac OS X 1 From the Safari menu select Empty Cache 2 When prompted click Empty to confirm that you want to empty the cache 3 Restart close and re open the browser Return to the Personal Videoconferencing home page tm otn ca The installation should start automatically Follow the on screen prompts to complete the installation Personal Videoconferencing Troubleshooting Guide v 4 4 Telemedicine
14. installing or upgrading the personal computer videoconferencing software you will need to disable the Internet Security Protection Mode Select a zone to view or change security settings 909 a y O Local intranet Trusted sites Restricted 1 If your browser is currently open close it sites i e for Internet websites sites 2 Right click the browser launch icon and select except those listed in trusted and La restricted zones Run as Administrator from the pop up menu An Internet Explorer window opens Security level for this zone Allowed levels for this zone Medium to High i T Medium high 3 In the browser s main toolbar click Tools then select Pa A Prompts before downloading potentially unsafe content Unsigned ActiveX controls will not be downloaded Internet Options The Internet Properties window opens 4 Select the Security tab and in the Security Level for this P Enable Protected Mode requires restarting Internet Explorer Zone section uncheck disable the Enable Protected Mode checkbox 5 If a Warning pop up appears click OK 6 Restart close and re open your browser and return Figure 9 Internet Properties Security tab to OTN s personal computer videoconferencing portal tm otn ca The installation should start automatically Follow Warming i armen the on screen prompts to complete the installation 7 When the installation is complete repeat steps 1 4 above except in st
15. iously and worked for other devices Ls Ad iw bron Prap ames Debo Tonm nn eat Mr cad 6 A aan j y MALA MIA aed UA A me J demana dl Pi A 3 Toaccess Windows hardware properties click the Windows Start button and select Control Panel If not already in Classic View click the Switch to Classic View option Figure 11 Figure 11 Control Panel category view 4 Double click the System icon Figure 12 The System Properties window appears 5 Select the Hardware tab and click the Device Manager button Figure 13 The Device Manager window appears Cia ad ima upia se lave 2 6 To view the device drivers click the in front of Sound video and game controllers ji a je iir ije fe js ja 615 jojo 1 2 7 To open the device properties double click the device name that matches the one causing you problems Figure 14 The Device Properties window appears 8 To uninstall the driver click the Driver tab then click the Figure 12 Control Panel classic view Uninstall button and follow the on screen prompts Figure 15 System Properties ug XX Es Device Manager goa Ea tx USB Audio Device Properties Autogas File Action View Help System Restore Aut General Properti General Computer Name Hardware a 082m El USB Audio Device Device Manager Imaging devices O The Device Manager lists all the hardware devices installed 29 Keyboards on y
16. nel xt and click the Devices tab Figure 30 li If there is a microphone listed with Recommended in parenthesis select it Figure 30 Configuration Devices Microphone selection lil TO apply the changes and close the panel click the Save button Or to apply the changes and leave the panel UP open click the Apply button 3 In your videoconference window use the Microphone control ME to e Check that the microphone control is not muted A e Increase the microphone volume Figure 31 x Figure 31 Microphone volume slider If there is only one person that cannot hear you then it could be a problem with their speakers Ask them to check their speakers by following the instructions in the next section You Can t Hear Others on page 17 16 Personal Videoconferencing Troubleshooting Guide v 4 4 o Telemedicine s Leader 17 www otn ca You Can t Hear Others The Short Answer There might be a problem with your speakers or the other caller s microphone If there are multiple people on the call and you are the only one who can t hear then it is a problem with your speakers 1 If you are using external speakers check that they are properly plugged into the correct socket on your computer 2 Check that the Personal Videoconferencing software is using the correct speaker device i Open the videoconferencing window s Configuration panel x and click the Devices tab
17. ontrols toolbar to Mute All ili Have each user un mute their microphone one at a time until you find which user s is are causing the echo 5 If the caller causing the echo does not have the recommended equipment ask them to try e Moving their microphone as far away as possible from their speakers e Lowering their speaker volume 18 Personal Videoconferencing Troubleshooting Guide v 4 4 o Telemedicine s Leader 19 Poor Quality Sound www otn ca The Short Answer There are a number of factors that can affect the sound quality in a videoconference Review the symptoms below to find a matching solution Symptom You hear background noise Suggested Solution Ask the person to move to a quieter location Ask the person to move closer to their microphone when they speak and to mute when they are not speaking Use OTN recommended headsets speakerphones and webcams Built in equipment is more likely to pick up background noise You hear the sound at a very low volume In your videoconference window use the Speaker Volume control aiiz to increase the volume If it is a specific participant you can t hear well ask them to use the Microphone Volume control is in their videoconference window to increase the volume There are dropped or cut off words Your CPU may be intermittently working on other tasks e To free up your CPU close all applications except those necessary f
18. or your videoconference For example shut down Outlook which can use a lot of bandwidth and CPU if it is downloading large attachments Your Internet connection may be poor or highly variable e If you share a connection with others another application or another computer streaming video or file downloading might be consuming bandwidth e If you are connected via a wireless connection you can improve the quality in most cases by moving to a wired connection e To test the quality of your Internet connection open a browser window and go to bandwidth otn ca Personal Videoconferencing Troubleshooting Guide v 4 4 Telemedicine s Leader www otn ca Video Problems You See Others But They Don t See You The Short Answer Either your webcam is not working or the problem could be due to your Self View or Privacy settings 1 Check that your webcam is properly plugged into the correct socket on your computer and that it is switched on e Ensure you are using the most current driver for your webcam e Only one application at a time can use a webcam Ensure that you don t have another application using the webcam 2 Check that the Self View feature is on If it is on the Self View button is green If the button is grey click it to enable Self View e There are two self view modes picture in picture and Same size as other participants Figure 35 Self View button on toolbar S
19. oting Guide v 4 4 9 Www otn ca 9 After the uninstall completes use the driver provided by the device s manufacturer to reinstall following the manufacturer s instructions Py Vidyo configuration and Status 10 To restart the personal computer videoconferencing software right click the taskbar icon and ean select Configuration from the pop up menu The TE AE Al ORAL Configuration and Status window appears 11 Click the Devices tab and select the device that you reinstalled Figure 16 12 To apply the changes and close the window click Save Or to apply the changes and leave the window open click Apply KEN Figure 16 Configuration and Status window Mac OS X Systems The Short Answer Ensure that you have the latest software updates and then restart your personal computer videoconferencing software 1 Close the Personal Videoconferencing software application Finder File Edit View Go About This Mac Software Update 2 If the problem device is connected via a USB port verify that the device is properly plugged in and that the USB port App Store is active and functional That is the port has been used previously and worked for other devices System Preferences Dock b 3 From the Apple menu choose Software Update Figure 17 Figure 17 Mac Software Update menu 4 Software Update checks for available updates In the Software Update window select the items
20. our computer Use the Device Manager to change the Ja Mice and other pointing devices Aiea properties of any device EE Driver Provider Microsoft Modems Monitors Driver Date 7 1 2001 HB Network adapters Driver Version 5 1 2535 0 PCMCIA adapters Drivers Digital Signer Microsoft Windows Component Publisher tte 3 Personal Identification Devices sd Driver Signing lets you make sure that installed drivers are BN Sigh compatible with Windows Windows Update lets you set up Processors how Windows connects to Windows Update for drivers 3 4 Es la Digital host controllers Driver Details To view details about the driver files A gt 4 SM Driver Windows Update 8 Sound video and game controllers 9 Audio Codecs Update Driver To update the driver for this device Hardware Profiles 8 Conexant High Definition SmartAudio 221 lt Hardware profiles provide a way for you to set up and store O Legacy Audio Drivers different hardware configurations Legacy Video Capture Devices RAID fthe device fails after updating the driver roll E ate othe previously installed driver e Media antral De DEE the driver Advanced w 19 System devices Universal Serial Bus controllers Figure 13 Hardware tab Figure 14 Device Manager list Figure 15 Device Properties window Telemedicine s Leader 8 Personal Videoconferencing Troublesho
21. puter running slowly Avoid sharing a connection with others another application or another computer that s streaming video or file downloading which can consume bandwidth If you are connected via a wireless connection you can improve the quality in most cases by moving to a wired connection To test the quality of your Internet connection open a browser window and go to bandwidth otn ca Your CPU may be intermittently working on other tasks To free up your CPU close all applications except those necessary for your videoconference For example shut down Outlook which can use a lot of bandwidth and CPU if it is downloading large attachments If you re using a laptop you may have problems with video calls when it s in power saving mode Change your computer to AC power or switch your computer to maximum performance USB hub VS USB port on computer Plug the webcam directly into one of your computer s USB ports whenever possible rather than a USB hub whether the hub is one you added to your computer is built into your flat panel monitor or is built into your laptop s docking station If you need to use a USB hub it should be externally powered for the device to perform well Personal Videoconferencing Troubleshooting Guide v 4 4 Telemedicine s Leader
22. that everyone on the call is using a Vidyo Configuration and Status USB based audio device which has either e Built in echo cancellation e g Chat50O speaker phone or e Physically separate microphone and speaker e g USB Headset with microphone 2 Edo Cancellation 7 Auto Adjust Microphone Level 2 To test whether or not you are using a particular microphone i First activate the mute control on the device itself li Then ask other participants if they can still hear you lil If they can still hear you the software is using a different microphone Figure 34 Configuration and Status screen 3 Ensure everyone is either using recommended audio and video devices or has enabled the echo cancellation feature i To see the list of devices recognized by the videoconferencing application open its Configuration panel and click the Devices tab li If a device has built in echo cancellation Recommended will appear beside the name Select this device lil If there are no Recommended devices listed select the Echo Cancellation checkbox to enable the videoconferencing software feature iv To apply the changes and close the panel click the Save button Or to apply the changes and leave the panel open click the Apply button 4 To identify which participant s is are causing the echo i Ask all participants to mute their own microphone or as host use the Global Meeting C
23. tion Select the location where temporary files are hept _tngslapeicstion DetalSuravalDecloymerticace Disk Space Select the compression level for MAR files Nome v Set the anouk of dsk space for storing temporary Fies J 1000 me pier Cx e Figure 2 Temporary Files Settings Delete Temporary Files JE A Delete the following temporary files Applications and Applets Trace and Log Files Cancel Figure 3 Delete Temporary Files dialog box Telemedicine s Leader www otn ca Mac OS X Systems 1 In your system s dock click the Finder icon Figure 4 2 In the Finder menu click Applications and then click Utilities 3 Double click the Java Preferences icon Figure 5 4 Click the Network tab and then click the Delete Files button Figure 6 ane 5 Utilities 5 Ensure that both checkboxes are selected and then vanes il cono click the OK button Figure 7 M e DigitalC eter app sa nd Directory Utility apo Directory 6 To close the Java Preferences window click mn A Pp ps Diek Unity app E Grabapp Be Grapher app amp iMac ATI date app Jawa Preferences app A Keychain Access app El Ely Migratio ant app Network Utility app Size A H ODBC Ad ator app f Created Hi in the window s top left corner The next step is to clear your browser s cache See next page Podcast Captureapp p Modified RAID Utility app J Last opened W Remot
24. ttings panel opens 4 Click the Delete Files button Figure 2 The Delete Temporary Files dialog box opens 5 To delete all the downloaded Java applications and applets from the cache click OK Figure 3 The cache is cleared and the dialog box closes 6 To close the Temporary Files Settings panels click OK 7 To close the Java Control Panel click OK 8 To close the Control Panel window click in the window s top right corner 9 Restart close and re open the browser The next step is to clear your browser s cache See Clearing Browser Cache on page 5 3 Personal Videoconferencing Troubleshooting Guide v 4 4 After clearing both types of cache restart close and re open the browser and return to OTN s personal computer videoconferencing home page tm otn ca The installation should start automatically Follow the on screen prompts to complete the installation View version information about Java Control Panel Network Settings Network settings are used when making Internet connections By default Java will use the network settings in your web browser Only advanced users should modify these settings Network Settings Temporary Internet Files Files you use in Java applications are stored in a special Folder for quick execution later Only advanced users should delete files or modify these settings Figure 1 Java Control Panel general tab Loca
25. you want to install then click Install Usually you should install all available updates 5 Enter an administrator account name and password 6 After installation is complete restart the computer if required Personal Videoconferencing Troubleshooting Guide v 4 4 o Telemedicine s Leader www otn ca Can Install and Log in but Can t Connect The Short Answer Occasionally an Internet Service Provider ISP provides an internet protection program software firewall with their service This might allow you to pass the network port test but might block the connection between the video desktop software and the Personal Videoconferencing Video portal 1 Check if a software firewall is running on your computer 2 If yes close the software firewall 3 Try to make a video call Telemedicine s Leader 10 Personal Videoconferencing Troubleshooting Guide v 4 4 www otn ca Telemedicine Centre tm otn ca Issues Web Page s Not Displaying Properly The Problem You successfully log in but the page that appears is distorted and there may be missing sections Figure 18 The Short Answer If you are using an Internet Explorer browser that is set to use Compatibility View some web pages will not display correctly This is because Compatibility View displays a web page as if you were using an earlier version of Internet Explorer but the web page was built for current browsers To fix the pro
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