Customer Service

Why is my video quality not clear?

Possible factors such as:

• Internet traffic
• Bad connections between sites
• Inappropriate lighting
• Inappropriate background
• Possible Solution: Try checking your current bandwidth.
• A minimum 200 kbps is required for clear video quality.

Why is my camera frame rate inconsistent with a cable modem?

   In cable modem set-up, a "node" is given to the immediate neighborhood by the Internet Service Provider (ISP). During peak home usage time, typically during evening time on the weekdays after most arrived home from work, get online to check their e-mail, etc. The Internet traffic becomes high and the node become bottlenecked, causing Internet transmission speed to suffer for everyone who is on the node. In other words, "rush hour".

Why do I have a non-acceptable camera frame rate using DSL in a office building?

   When multiple users share a single DSL line, the high-memory demands of video traffic is not met. Contact the appropriate authorities, sure as the Information Technology (IT) Department in your company/organization/building or the ISP to explore the possibility of getting a dedicated DSL line, or get a DSL line shared with only a few non-video users.

Video with Netmeeting

Why wont my video start?

   Please follow the steps below in order until your video starts to work. Before you begin, it is important that you are:

• Only running one video program at a time. Cameras can only be used by one application at a time. To use your camera with Microsoft Netmeeting be sure to completely shutdown other cam programs.
• Check your camera connection. Wires move and adjust, so be sure that the connection from your camera is properly inserted into the computer.
• Restart your computer. If you are having a problem shut down Microsoft Netmeeting and restart your computer. This is simple thing to do that often easily solves the problem.

Troubleshooting Step 1 - Select a Camera Driver

   Some cameras install more than one driver on your computer. If your camera is not working, try using one of the alternative drivers. A driver is a software application provided by the camera manufacturer that runs the camera. To test the different driver choices:

• Open the Microsoft Netmeeting window: Go to Tools --> Options "Video"
• Click the Video Camera Properties Icon's menu.
• If there is more than one camera listed in the Camera Names box, select from the list until you see the video appear in the self-view of the Microsoft Netmeeting interface.
• Move on to Step 2 if you do not have more than one driver or your problem isn't solved.

Troubleshooting Step 2 - Update Camera Drivers

   Camera Drivers are vital to making your camera work and getting the best video performance. Manufacturers often update the driver software for your cameras, so do not become obsolete so quickly. While it is great your camera will work for a long time, it is up to you to get the most current drivers and install them. The most up-to-date camera drivers can be found on your manufacturer's Website, usually under the support section.

Making Needed Changes in Tools > Options

Tip — Adjust Microsoft® NetMeeting® Bandwidth Setting

   In order to improve video performance, sometimes it helps to switch from Cable/DSL setting to LAN or LAN to Cable/DSL.

1. Select OPTIONS from TOOLS menu.

2. Click on "Bandwidth Settings..."

3. Select Cable, xDSL or ISDN if you are using Cable Modem or DSL. If you are at work, try Local Area Network option.

Troubleshooting - Gatekeeper not found
Click on "Advanced Calling..." Button in General tab. Uncheck everything in ADVANCED CALLING OPTIONS.

Troubleshooting Tip — Turn off Security Options
Microsoft® NetMeeting® secure call option needs to be turned off. Uncheck all options.

Troubleshooting - No video on my end, how do I turn it on all time?

   Microsoft® NetMeeting® defaults to not send video when the call starts. To change this option:

• Right-click on one of the Microsoft® NetMeeting® windows on the call center screen.
• Select "Properties"
• Click on the "Video" tab
• Check the box "Automatically send video at the start of each call" and the box "Automatically receive video at the start of each call"





• To start sending video without permanently changing the options:
• Right-click on the right Microsoft® NetMeeting® window on the call center page
• Uncheck the "Pause" item on the drop-down menu