Troubleshooting

This information provides some basic troubleshooting tips to help resolve common issues you could experience with the MiCollab Audio, Web and Video Conferencing product. If the problem persists or is not listed, contact the MiCollab Audio, Web and Video Conferencing administrator or your local network administrator.

• Audio (1-way audio) on MiCollab Audio, Web and Video Conferencing Web Client

  1-way audio is supported on MiCollab Audio, Web and Video Conferencing Web Client from your web browser on your computer (including your tablet).

  Volume control can be adjusted via your computer volume control (there is no volume control on the Web Client except for a Mute and Un-mute function button).

  You may experience moderate to long audio delays on your Android tablet. This behavior is caused by several factors and cannot be avoided in most cases.

   NOTE: BlackBerry is not supported on 1-way browser audio.

• Cannot connect to the MiCollab Audio, Web and Video Conferencing server

• Collaboration Client did not start

• Conference issues at remote user locations

• E-mail invitation characters are not correct

• Flickering of the viewer

  Flickering of the viewer image may be noted on the MiCollab Audio, Web and Video Conferencing Web Client (browser based client) if used on slower PCs or if there is a slow network connection. Possible solutions include using:

  • a different supported browser

  • a faster network connection

  • upgraded computer hardware.

• Invitation Handler setting changes not taking effect

  Changing the Invitation Handler (see Invitation Settings) from default program to Google doesn't seem to take effect.

  It may be necessary to clear the browser cache manually or set up your browser to automatically check for newer versions of stored pages every time you visit a webpage.

  The example below shows the recommended browser setting for Internet Explorer 9:

  

• MiCollab Audio, Web and Video Conferencing does not launch directly in Chrome

  MiCollab Audio, Web and Video Conferencing client launched through Chrome will launch directly if Java is enabled. However, if Chrome determines that Java is out of date, the MiCollab Audio, Web and Video Conferencing client will not launch directly and the launcher will have to be downloaded. This is not an issue if Chrome determines that Java is the correct version.

• Scheduled conferences off by one hour

• Test Browser Failure

• Text on popup windows not as expected

  Problem:

  Users will not see expected text on some popup windows.

  For example, "Documents" tab shows the word "Browse" using IE or Firefox but shows "Choose File" and "No file chosen" using Chrome.

  The display language of some popup windows and buttons is determined by the version of operating system installed as well as the web browser being used (IE or Firefox versus Chrome). i.e. Spanish version of Windows is required for specified buttons/popups to be displayed in Spanish.

  Corrective Action:

  Use the correct language version of Windows to see those prompts displayed in the selected MiCollab Audio, Web and Video Conferencing language.

• Why am I seeing this page?

It may be necessary to configure your Web browser to properly work with MiCollab Audio, Web and Video Conferencing. Common issues include:

• Add MiCollab Audio, Web and Video Conferencing to Trusted Sites

• Configure Internet privacy

For instructions on how to configure Web browser settings, contact your local network administrator or refer to the application documentation.

Related Topics:

Computer Requirements