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I am getting 'Connection Failed' or 'Failed to Sign in' on my PC or Mac.

Connection Failed is commonly the result of ooVoo being blocked by a firewall, anti-virus software, computer performance improvement software, or a similar software application.  Such a blockage can result in the inability to sign in or make video calls, or the immediate disconnection of video calls. Recent installation of, or updates to, any of the previously-mentioned software can trigger a new problem.  

PC Users

1. What programs are running on your computer? 

  • Antivirus and/or firewall programs may include modules that prevent ooVoo from establishing a connection.  This is known to have occurred with Advanced System Care, McAfee, Webroot, iObit Malware , Cisco security modules, and software to improve computer performance.
  • Check to make sure that ooVoo is added as Trusted
  • Check to see if you are streaming video, sending or receiving emails with large attachments, or uploading/downloading large files. If you are connected to a network with other users, check to see if they are uploading/downloading large files, streaming video, etc., while you are on a call. 

2. Is your PC connected to your modem via a wired or wireless router?

If yes, please make sure that the router does not block ooVoo. Check the Firewall/Applications/Filters tabs in the router's User Interface. If you need assistance to configure it, visit the router manufacturer's website for instructions on enabling blocked programs.

3. Are you on a corporate network? 

If you are connecting to the internet via a corporate network, we recommend that you consult with your IT manager on how to bypass the proxy or have it configured to allow ooVoo connection.

If you are using a home network connection and did not configure the proxy, please follow the directions below to remove proxy settings:

  • Click on Windows START button and type "PROXY" in the search box.
  • From the search results click Configure Proxy Server.
  • On the Connection tab of the internet properties window, click the LAN Settings button and delete (or uncheck) any configured settings in that window
  • Save changes and retry your video call

4. How is your computer CPU performing?

The best time to test your computer's is when you are connected to ooVoo and in a video call (or attempting to use video after you start an ooVoo call):

  • Press CTRL-ALT-DEL on your PC and Start Task Manager.
  • Click on the Performance tab and read the CPU Usage bar chart. 

If the CPU usage lingers near 100%, you can attempt to lower the CPU and bandwidth of your video calls by making the following adjustments:

  • Lower the frame rate of your camera. Select File>Settings>General>Audio and Video and select a lower frame rate from the Frame Rate drop down arrow. Note: This will reduce the clarity of your camera and may result in 'grainy' video.
  • During the video call, select a lower bandwidth. Go to the Actions drop down box at the top of the video window and select Standard Resolution. This will lower the bandwidth of your video calls and may result in 'grainy' video.

5. How’s your network connection?

Your bandwidth can vary based on the time of day and overall usage. A minimum upload speed of 180 Kbps is required to send your video signal. 384Kbps is required for Hi Resolution.  

Click here to test your internet speed and quality. This test requires Java to be installed on your PC. 

  1. Click on your map location, and then click on the USA: Dulles, Virginia test center
  2. Click YES to Allow Java to run
  3. On the right side of the page under Choose a Test Type, click on Speed and then Click to Start Test
  4. The test results will present your upload and download speed. All indicators should be green. Yellow or Red on Consistency of Service means that your internet bandwidth is not stable and can result in video call problems.
  5. Next, under Choose a Test Type, click on Quality and Click to Start Test.
  6. When the test is finished, click on the SUMMARY tab. Yellow or Red on Consistency of Service means your internet bandwidth is not stable and can result in video call problems

We suggest contacting your internet provider if your Consistency of Service is Red. Be sure to tell them that you are experience poor quality video calls. Most internet bandwidth services will fluctuate in peak usage times and this is normal; the best measure is to upgrade your service.

Mac Users 

     1. Check that your firewall is set to allow ooVoo:

  • Open your Mac System Preferences and select Security & Privacy.
  • Go to the Firewall tab. If it is set to On, click on the Advanced button.
  • Make sure that Block all incoming connections is not selected, and then click on the + button to add ooVoo as an application.
  • Save changes and retry your call. 

      2. Are parental controls activated on your Mac? From the Parental Controls window, check the box that reads Only Allow Selected Applications, then click + to add ooVoo to the allowed applications list in the Applications folder. Save your changes, and then try to use ooVoo.

      3. If you are connected to the internet through a corporate network, make sure that the network firewall is not blocking all IM applications or the ooVoo application specifically.

 



 

 

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Topic Information
  • Topic #: 3908-1697
  • Date Created: 09/02/2013
  • Last Modified Since: 08/09/2016
  • Viewed: 612