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

'Connection Failed,' is a symptom that something is blocking ooVoo - such as an anti-virus, firewall, computer performance improvement software, etc. A recent update to an existing program can create a new problem.

Symptoms include:  inability to sign in, inability to video call or immediate video call disconnections (blocked). Recent updates to any of the above programs can trigger a new problem. We have several suggestions to help you identify & fix the problem. 

PC Users

1. What programs are running on your computer? 

  • Antivirus and/or Firewall programs may include updated modules that prevent ooVoo to establish a connection.  
  • Check if you are streaming video, sending or receiving email messages with large attachments, or uploading/downloading large files. Some applications run in the background to download music, video clips, auto-file backup or other.
  • If you are connected to a network with other users, check if they are uploading/downloading large files, streaming video, etc while you are on a call. 
  • Please be sure ooVoo is added as Trusted.  
  • We suggest to especially review settings on:  
    • Advanced System Care
    • McAfee   
    • Webroot
    • iObit Malware 
    • Cisco security modules 
    • Software to improve computer performance

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

If yes, please make sure that the router doesn't block ooVoo. Check the Firewall/Applications/Filters tabs in the router's User Interface. If you need assistance to configure it, visit the website of the router manufacturer and download a manual to see how to allow 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 the IT manager on how you can bypass the proxy or have it configured to allow ooVoo connection.

If you are using a home network connection and did not configure any 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 on LAN Settings button and delete (Uncheck) any configured settings in that window
  • Save changes and try to start a video call

4. How is your computer CPU performing?

The best time to perform this test 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 is near 100% and stays there, you will need to try another computer.

HINT: You can lower the amount of CPU and bandwidth used in a video call by making two adjustments:

  • Lower the frame rate for your camera. Select File>Settings>General>Audio and Video and select a lower frame rate from the 'Frame rate' drop down arrow. Note, it will make your video grainy.
  • During the video call, select a lower bandwidth. Go to Actions drop down box at the top of a video window, select Standard Resolution. This will lower the bandwidth used although you will notice the video is a little grainy.

5. How’s your network connection?

Bandwidth can vary based on the time of day and overall usage. A minimum of 180 Kbps upload speed of available bandwidth is required to send your video signal and have a video call with 2 people, 384Kbps for Hi Resolution.  

Mac Users 

Walk through these steps to help find and fix the error:

  1. Check that your firewall is set to allow ooVoo. Are Parental controls activated on your Mac? On the Parental controls window, check the box for only allow selected applications. Then click on the + sign to add ooVoo to the allowed applications list under Applications folder. Save the changes and try to use ooVoo.
    • Open your Mac System Preferences and select Security & Privacy.
    • Go to the Firewall tab and if it is set to “On”, click on the Advanced button.
    • Make sure that the Block all incoming connections is not selected and then click on the + button to add ooVoo application. Save the changes and try creating a new account. 
  2. Other causes for not being able to log in to ooVoo could be other firewall or parental control applications installed on your Mac.
  3. If you are connected to the Internet via a corporate network, make sure the firewall of this network is not blocking IM applications generally or the ooVoo application specifically.

 

PC Only

Click here to test your internet speed and quality. It requires Java to run. 

1)   Click on your location on the map and then click on the USA: Dulles, Virginia test center

2)   Be sure to click YES to Allow Java to run

3)   On the right side of the page under Choose a Test Type, click on Speed and 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 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 you have consistent video call problems and red lights. Be sure to tell them you are having video calls which are impacted by low quality of service. Most internet bandwidth services will fluctuate in peak usage times and this is normal; the best measure is to upgrade your service.

  



 

 



 

 

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Topic Information
  • Topic #: 3908-1697
  • Date Created: 09/02/2013
  • Last Modified Since: 07/22/2016
  • Viewed: 60