Troubleshooting issues with the Sametime web audio-visual plugin
Consider these guidelines to help users troubleshoot the Sametime® web audio-visual plugin.
Installing the plugin
- The plugin works only with Internet browser (32-bit) on supported 32-bit or 64-bit operating systems (32-bit certifications only).
- The plugin can be installed on the client by any user. If the plugin is installed using the Administrator account, verify that the plugin installed into %WINDIR%\Downloaded Program Files folder, then uninstall the plugin and install the plugin again without using the administrator account.
- If a new profile is created for Firefox on a Mac client at a non-default location, the plugin installation will not succeed. Modify the path to an absolute path for newly created profiles in the Firefox profiles.ini file.
Issues with using the plugin
- The meeting moderator sees the "Waiting for moderator" message in the Conferencing Panel upon entering his or her own meeting room.
- Clear the browser's cache, restart the browser, and then join the meeting again.
- The message "Video Starting" appears, but the call does not start.
- Take the following steps to ensure the connection can be completed:
- Make sure that only one browser instance (tab or window) is opened for the Sametime Meeting Room client (a Sametime client cannot attend multiple meetings at the same time).
- Exit the client.
- On the client workstation, check the sip.log file
to determine whether the client was able to register with the Sametime SIP Proxy/Registrar.
Find the log in the Logs directory:
Microsoft™ Windows™ XP: %APPDATA%\IBM\Sametime WebPlayer\Logs
Windows Vista and Windows 7 and 8: %USERPROFILE%\AppData\LocalLow\IBM\Sametime WebPlayer\Logs
Mac OS X: $HOME/Library/Application Support/IBM/Sametime WebPlayer/Logs
- Look for a 200 OK message from the SIP Proxy/Registrar.
- Search for Message In -> SIP/2.0 200 OK and CSeq:
1 REGISTER:
If the 200 OK message was received from the SIP Proxy/Registrar, then check the Sametime Proxy Server log for an indication of why the client registration failed.
If there was no 200 OK message received from the SIP Proxy/Registrar, then verify that the client can telnet to the server as described in the next step.
- Test the telnet connection to the SIP Proxy/Registrar server by
opening a command prompt on the client workstation and running the
following command:
telnet SIP_hostname_or_IPaddress port
for example:
telnet 10.10.10.10 5080
If the client can telnet to the server, check whether the SIP Proxy/Registrar server received the REGISTER request (using a network sniffer or WebSphere® traces).
If the client cannot telnet to the server, check your network Connections.
- The user's status disappears in the meeting room.
- Refresh the page or exit and then re-enter the meeting.
- If remote video is not rendering and a user pauses the video, "Hide My Video" does not hide the local video.
- Refresh the page or exit and then re-enter the meeting.
- The audio-video plugin may experience problems if Gmail, Skype, or Net Meeting applications are running.
- For best results, exit those applications before entering the Sametime meeting room.
- If a user attempts to join the same meeting from two types of clients, the attempt from the second client will be unsuccessful.
- Leave the Meeting room from one client before joining the other.
- Audio and video are not working as expected.
- Make sure that the appropriate latest sound and video device drivers are installed on the client computer.
- The user sees a Conferencing Panel disabled in an A/V-enabled Meeting room or does not see live names.
- Refresh the browser page. If that does not correct the problem, contact the administrator to make sure all Sametime servers are running and configured properly.