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Home > Products > Secure Communication > easymeeting™ > FAQ
Faq

The platform for
secure communication
in audio, video and data



HARDWARE
1. Webcam does not function.
2. Why is it showing “NO VIDEO”?
3. Why, when entered into easymeeting™, the video window is white?
4. Why do I have audio but not video?
5. Why the microphone is not working?
6. Why I have a lot of background noise?
7. Is it possible to see the lost packets from any participants in a easymeeting™ videoconference?

VIDEO
10. Why video is not fluent?

AUDIO
21. Why I have echo?
22. Why do I have video but not audio?
23. Is it possible to check the audio in/out of the others users?

SENDING/RECEIVING FILES
31. Why is the sending file process slow?
32. Why has the received file been opened in a window out of easymeeting™?
33. Why I cannot receive the Power Point synchronization?
34. Why can’t I receive the sent document?
35. How can I save a received document?
36. How can I send and synchronized a Power Point if one of the other users hasn’t got Power Point?

SHARING AND OTHER FUNCTIONALITIES
41. Why I cannot share my desktop?
42. Why I cannot use the mouse pointer?
43. Why I cannot use the advanced synchronization?

WINDOWS
51. Why I’ve logged in a videoconference and the users window is a list without image?
52. Why I can’t see one or more windows?
53. Why I cannot see the easymeeting™ background?
54. How can I arrange all the screen elements to see everything?

LOG-IN ERROR MESSAGES
61. "Server is not running"
62. "User does not exist"
63. "Conference does not exist"
64. "User can not join the conference"

RECORDED SESSION
71. I can’t play a recorded session, what’s the solution?
72. I can’t see the documents (or any other window) in a recorded session, why?

TABLET (IPAD and ANDROID)
81. The easymeeting™ conference with a tablet has some particular characteristics, for example, there’s a maximum number of participants?
82. An easymeeting™ conference where participants are all using tablet devices required some special characteristics?
83. Can I see the documents sent by another user?
84. The tablet needs a specific connection to log in a conference?
85. Can I make the supervisor using a tablet?
86. I was in a conference and I launched a browser: why the conference has been closed?
87. Which functionalities are available on easymeeting for tablet?
88. Why I cannot receive chat messages during a conference?
89. How can I disable my audio/video?
90. an I enlarge the images of Full-Duplex channels?

easymeetingOnCall for PC and MAC
101. Why I cannot connect to the easymeetingOnCall server?
102. Why I cannot add a user to my contacts?
103. I’m invited to a videoconference with easymeetingOnCall: why I cannot add other users?
104. In easymeetingOnCall I’m seeing the message “auto login enable”: what does it means?
105. Can I stop the automatic connection of easymeetingOnCall at the PC/Mac boots?
106. Can I stop the automatic reconnection of easymeetingOnCall?

easymeetingOnCall for tablets
120. Why I cannot see my contacts after logging in?
121. How can I add user to my Contacts list?
122. Why I cannot select an offline user?
123. How can I send a chat message to a user?
124. What’s the function of the “Edit” button at the left-bottom of my Contacts list?
125. How can I invite my Contacts to a videoconference?
126. How can I change my status?
127. How can I disconnect?


Answers:


HARDWARE
1. Webcam does not function.
Check if the webcam is connected to the PC and if the drivers are updated.
Please verify that the hardware is selected then follow this procedure:
  • Run Client Configurator application (available in easymeeting folder)
  • Choose "audio/video device configuration"
  • Run the configuration and check if the webcam is working properly.
you will have three sections; the first one is for video configuration. Select the hardware you would like to use, and click "TEST" to verify if it is working properly.
Maybe another process is currently working with your webcam: close all programs which uses webcam/dvcam and launch easymeeting again. If the problem persists, please verify the correct drivers installation (also uninstalling and reinstalling the webcam) and functioning.
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2. Why is it showing "NO VIDEO"?
Remove the user from the channel, wait for a second, and then replace the user on the channel:
  • if you can see him in the users list it depend by the bandwidth (not enough). In this case, please try with a low quality conference (use easymeetingOnCall profile as like as "medium" or "low", or log in a conference called "xxx_mid" or "xxx_low").
  • If you cannot see the user in the users list, you may be using a proxy that is blocking the audio/video traffic. In this case, we recommend you to pass to HTTP/WEB connection mode by following this procedure:
    • Run Client Configurator
    • Choose "advanced configuration"
    • Choose "basic setup"
    • Modify settings in the "MODE WEB" section.
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3. Why, when entered into easymeeting™, the video window is white?
It is an audio/video traffic problem; to solve it open UDP 60000 and TCP 8010 ports on firewall.
As an alternative, you can pass to HTTP/WEB connection mode, following this procedure:
  • Run Client Configurator
  • Choose "advanced configuration"
  • Choose "basic setup"
  • Modify settings in the "MODE WEB" section.
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4. Why do I have audio but not video?
If audio is okay, then the video problem is related to the webcam. In this case, we invite you to check the correct installation (see Faq number 1).
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5. Why the microphone is not working?
Check if mic is connected and turned on.
Please verify that the hardware is selected by following this procedure:
  • Run Client Configurator
  • Choose "advanced configuration"
  • - Choose "audio/video device configuration".
In this window, you will have three sections; the first one is for video configuration. Select the hardware you would like to use, and click "TEST" to verify if it is working properly. The same can be done for audio.
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6. Why I have a lot of background noise?
Typically, the webcam integrated microphones are used to create a lot of background noise, so we invite you to use dedicated microphones.
To check that you've configured the right microphone during a videoconference, please open the PREVIEW window, right click on it with the mouse, select audio configuration, and select the microphone to be used. Then click on "apply changes".
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7. Is it possible to see the lost packets from any participants in a easymeeting™ videoconference?
This function is owned by the supervisor. Open the remote audio control panel (from Menu Files - Windows - Remote user audio control) and select the user you want to monitor. Then ask for the lost packets clicking on the bottom icon (a gold cube).
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VIDEO
10. Why video is not fluent?
  • Please check the cpu% in use from the task manager. If it is more than 70%, then either too many programs are running or the PC doesn't provide the minimum hardware requirements requested for easymeeting;
  • If using MODE WEB, the proxy could be under stress: please open UDP and TCP ports for a better performance;
  • Insufficient bandwidth: please use a lower quality conference (i.e. _mid or _low) and/or less full-duplex channels;
  • If the problem persists, please restart your PC.
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AUDIO
21. Why I have echo?
easymeeting has got an integrated software echo canceller that will be automatically activated when a videoconference starts, so the echo has to be automatically cancelled.
May be that using integrated loudspeakers, or using loudspeakers nearest your PC, or with a high volume OUT, you can hear a few echo.
So, please , first check that in "audio control panel" (Menu ' Windows) the integrated echo canceller has been enabled for all the users that are not wearing earphones. If so, please use an external microphone, set the volume lower and distance loudspeaker from the microphone.
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22. Why do I have video but not audio?
Please verify:
  • Earphones /acoustic system is ON
  • Audio configuration of your PC is not in "mute" way
  • Other participants have microphones activated and they're enabled in a Full-Duplex channel (please note that only users in the Full-Duplex channel can be heard by others - see the details about enabling/disabling on a Full-Duplex channel in the easymeeting quick guide)
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23. Is it possible to check the audio in/out of the others users?
If you're the videoconference Supervisor, you can check and manage the audio (in/out) of each participant. Open the "remote audio control panel" by using the horizontal menu "Files - Windows - Remote user audio control" and select the participants you want to manage. Then set higher/lower his microphone/speakers and click on the "Apply" button.
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SENDING/RECEIVING FILES
31. Why is the sending file process slow?
The causes could be different: either the bandwidth connectivity is too low or the file size is too big. Please send files not exceeding email attachment size (around 2-3 Mb max).
Possible solutions:
  • Interrupt the sending process and send the file again.
  • Change the virtual room parameters: decrease the audio/video quality and increase the data casting allowed bandwidth.
  • Remove the some of the active users on the Full-Duplex channel in order to leave more bandwidth for the data casting (especially if they're using Wi-Fi connections)
  • Send the file by email. Save it in the easymeeting download folder and synchronize it for all users.
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32. Why has the received file been opened in a window out of easymeeting™?
If using Windows XP, please follow the procedure:
  • Start
  • Control Panel
  • Folder option
  • Select "File Types" section
  • Select PPT format
  • Click on "Advanced"
  • Deselect "confirm file opening after download"
  • Select "browse in the same folder"
  • Click "Ok"
Follow the same procedure for all file types usually sent/received;
  • For correct use, each PC needs to have Microsoft Office installed (Open Office is not currently supported);
  • If you send an Ms Office file, please check that others Ms Office file windows are not opened. If some Ms Office windows are opened, please close them and open the document in easymeeting (i.e., you receive a Word file in easymeeting while other Word file were opened on PC. You close all Word files and you open the received Word file in easymeeting). If you've received a MS Office file and you're using a Mac, please note that there're compatibility problems between the two release of Office.
  • Install Microsoft fix it patchClick here for Office 2007; Click here for Office 2010
  • If the problem persists, try to stop the process running (via Task Manager) and/or restart the PC.
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33. Why I cannot receive the Power Point synchronization?
  • The normal synchronization requires synchronizing each slide, by clicking every time you move on a new slide on the synchronization button.
  • If the normal synchronization doesn't work, please use the jpeg synchronization.
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34. Why can't I receive the sent document?
  • Please check that the related document reader program is installed (i.e., Ms Word if the sent document is a .doc). If you don't have the required reader, please ask the sender to share the document whit the screen sharing functions;
  • The easymeeting Documents window acts as a normal web browser and all files typically compatible with supported browsers (Office suite, images, pdf, ect). If the sent file is not supported, please try to change the file format and send it again.
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35. How can I save a received document?
During the videoconference, check the "messages from server" window, then:
  • Open the "received files" tab
  • Click with the right button of the mouse on the file row
  • Choose "save" in the contextual menu.
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36. How can I send and synchronized a Power Point if one of the other users hasn't got Power Point?
You can use the JPEG synchronization to send and synchronize a Power Point with users which haven't got Power Point on their devices. JPEG Synchronization automatically create a Jpeg sequence of your PPT slides, so you can synchronize all to all users.
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SHARING AND OTHER FUNCTIONALITIES
41. Why I cannot share my desktop?
This function is owned by the supervisor. The supervisor can also give the power of screen share to any other user just clicking on his box in the users window and then choosing, in the contextual menu, "give power of screen share".
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42. Why I cannot use the mouse pointer?
This function is owned by the supervisor. The supervisor can also give the mouse pointer function to any other user just clicking on his box in the Users window and then choosing, in the contextual menu, "give power of mouse pointer".
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43. Why I cannot use the advanced synchronization?
This function is owned by the supervisor. The supervisor can also give the power of advanced synchronization to any other user just clicking on his box in the users window and then choosing, in the contextual menu, "give power of advanced synchronization".
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WINDOWS
51. Why I've logged in a videoconference and the users window is a list without image?
The conference is set for having more than 20 users, so the participants are visualized for their name in a textual list.
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52. Why I can't see one or more windows?
The windows could be overlying. To set the predefined lay-out, please press ESC on your keyboard.
To set one of the pre-definite layout right click on the easymeeting™ background area and select 1- 9 predefined lay-out.
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53. Why I cannot see the easymeeting background?
You can enable/disable the easymeeting background through the Client Configurator - Basic Setup - Interface - Background.
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54. How can I arrange all the screen elements to see everything?
To automatically arrange all the screen elements click on the easymeeting background and then press ESC on your keyboard.
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1.5 LOG-IN ERROR MESSAGES
61. "Server is not running"
It means that the easymeeting™ server is not reachable (for connections, firewalling and proxy problems or for human fail). Possible solutions are:
  • Please check that the server name is correct;
  • Please change connection mode to Web or to Proxy from the Client Configuration (see faq number 2);
  • If the problem persists, please wait for a moment and try again: the server could be down for service maintenance.
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62. "User does not exist"
  • Please check with the system administrator for the access details (username and password);
  • Please check that the server name is correct.
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63. "Conference does not exist"
Please check:
  • that the conference name is correct;
  • with the system administrator that the conference is still active;
If the problem persists, please change connection mode to Web or to Proxy from the Client Configuration (see faq number 2).
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64. "User can not join the conference"
  • Please check that the conference name and the server name are correct;
  • Please check with the system administrator that your user is allowed to access the conference.
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RECORDED SESSION
71. I can't play a recorded session, what's the solution?
  • Please check that easymeeting client has been installed on the PC;
  • Please check (through www.easymeeting.it) that the easymeeting client version is updated (in your PC Start - Programs - easymeeting - update).
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72. I can't see the documents (or any other window) in a recorded session, why?
  • Automatically arrange the easymeeting windows by clicking on the desktop and then press "esc";
  • The session recording function is an advanced function that registers all the events which arrives to the easymeeting™ client. So, if you've started recording after the receiving of the file, you wouldn't have the file in the recorded session. Please remember to start recording before sending any file.
  • To solve the problem please save the session files in to the easymeeting Download folder on the PC and play the session again.
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TABLET (IPAD and ANDROID)
81. The easymeeting conference with a tablet has some particular characteristics, for example, there's a maximum number of participants?
With your tablet you can log in all easymeeting conferences, without restrictions.
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82. An easymeeting conference where participants are all using tablet devices required some special characteristics?
With your tablet you can log in a conference only as Normal User, so the Supervisor has to log in using a PC or a Mac or log in a videoconference where has enable the auto activation on Full Duplex channels (for example with direct easymeetingOnCall sessions).
The easymeeting for tablet app supports up to 6 or 8 Full Duplex active channels, but tablets haven't got powerful connection, so we suggest using 4 or at least 6 Full Duplex channels.
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83. Can I see the documents sent by another user?
The documents window is not present because this kind of function is usually make with Office file, that are not supported on iPad. If you're using a tablet and a user needs to share a document, we suggest to use the screen share function that has to be activated by the supervisor.
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84. The tablet needs a specific connection to log in a conference?
You need to use 3G and WiFi connections.
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85. Can I make the supervisor using a tablet?
This function is not supported yet.
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86. I was in a conference and I launched a browser: why the conference has been closed?
That's why tablet don't support multitasking at this moment, so you can run only an app in every moment.
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87. Which functionalities are available on easymeeting for tablet?
The tablet version of easymeeting has reduced functionalities: you can log in only as a Normal User, you can see the active Full-Duplex channel, you can use echo cancellation and you can see the shared desktop and applications. You cannot use whiteboard, share your screen or record a session.
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88. Why I cannot receive chat messages during a conference?
In this moment the chat window internal to the conference is not supported.
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89. How can I disable my audio/video?
You have to touch the easymeeting background and the menu will appear. In this menu you can manage:
  • Video (enable/disable)
  • Audio (enable/disable)
  • Echo cancellation (enable/disable - only for iPad)
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90. Can I enlarge the images of Full-Duplex channels?
You can enlarge just by tapping on each Full-Duplex channel.
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easymeetingOnCall for PC and MAC
101. Why I cannot connect to the easymeetingOnCall server?
Please check the IP, Ports and Communication Configuration through the Menu (Config - Communication or Tools - Configure easymeetingOnCall - Communication)
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102. Why I cannot add a user to my contacts?
Please check that the user you want do add isn't already in your contact list, and that you're not adding yourself.
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103. I'm invited to a videoconference with easymeetingOnCall: why I cannot add other users?
That is because only the initiater of the videoconference call can call and add the other users. .
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104. In easymeetingOnCall I'm seeing the message "auto login enable": what does it means?
The automatic login fails if:
  • easymeetingOnCall is already connected (from another device)
  • the pop-up window (for example, the configurator) blocks the background window of login
  • easymeetingOnCall has closed the connection
  • easymeetingOnCall is starting
  • the user has inserted a wrong username/password
  • the tray bar icon is missing.
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105. Can I stop the automatic connection of easymeetingOnCall at the PC/Mac boots?
You can stop the automatic boot connection de flagging "Setup - easymeetingOnCall Setup - Communication - Automatic start"
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106. Can I stop the automatic reconnection of easymeetingOnCall?
You can stop the automatic boot connection de flagging "Setup - easymeetingOnCall Setup - Communication - Automatic login"
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easymeetingOnCall for tablet (iPad/Android)
120. Why I cannot see my contacts after logging in?
The reasons can be different:
  • easymeetingOnCall is in a vertical view and the contacts list is ridde on the left of the screen, so you need to stretch your finger from left to right
  • you don't have contacts in your list, so search for them in the "Server search" section
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121. How can I add user to my Contacts list?
Move to "Server Search" section, search for the user you want to add inserting his name or surname (or part of his name/surname) in the blank field.
The list of server contacts will be filtered by your insertion. Select the user to add and a pop-up will appears to enable you adding him.
Now the user is visible in your Contacts list.
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122. Why I cannot select an offline user?
The selection automatically starts the chat with the selected user, but if he's offline you cannot send him a chat message.
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123. How can I send a chat message to a user?
Select the user and then write the message in the blank field at the right-bottom of your screen. Then press the "Enter" on your keyboard to send the chat message.
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124. What's the function of the "Edit" button at the left-bottom of my Contacts list?
When you press the "Edit" button a "Delete" button will appears near the selected user.
To escape from this function and getting back to the previous model, press again the "Edit" button (that now shows "Done").
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125. How can I invite my Contacts to a videoconference?
On the right of each contact there's an icon: if you press it the icon color changes.
You can select more users and then press the "VideoCall" button. A pop up will appear, asking to confirm the outgoing videoconference (in this window you can also select the audio/video quality profile of the conference).
Press "Start VideoCall" button to send the invitation for te videoconference to the selected contacts.
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126. How can I change my status?
At this moment isn't possible to change your status.
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127. How can I disconnect?
You can logoff from the easymeetingOnCall app just by clicking on the X icon at the top left of your screen.
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Via J.F. Kennedy 10, 10024 Moncalieri (TO) Tel. +39 01119501111 fax +39 01119501199 infos@feedbackitalia.it
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