What can I do if both my video and audio quality is poor?

If more than one computer is connected and using the same Internet line, check if that computer is being used to upload/download files or send/receive large e-mail messages while you are on a call.

How’s your Network connection?

A minimum of 180Kbps of available bandwidth is required for standard resolution upload and download of a 2 person video call. High Resolution will require minimum 384kbps upload speed. Please follow the directions below to check your network connection and the available bandwidth:

1.        Go to: http://myvoipspeed.visualware.com/  (you may have to download Java if you don’t have it)                    

2.        When the world map loads, please click on the part of the world that you live in, and then select the city closest to you for the test.

a.    Click on the "Speed" Link on the right.

b.       When the Window opens, click on the "Click to start test" button at the top of the graph.

c.        When the test is done, a "Summary" tab, with a traffic light symbol will appear on the left.

d.       Click on the Summary tab.

e.        Copy down the "download speed", the "upload speed", the "quality of service", AND the color light next to each one.

f.         Next, click on the "VOIP" link on the right  

g.       When the Window opens up, click on the "Click to start test" button at the top of the graph.

h.       When the test is done, a "Summary" tab, with a traffic light symbol will appear on the left.

i.         Click on the Summary tab. Copy down the "Jitter", "Packet loss AND the color light next to each one. 

Once the two tests are complete you will have data in 5 areas that measure the quality of your internet service. Yellow or red lights in any of the below categories can cause quality problems with your video calls. Please contact your internet provider to discuss
1) Download bandwidth speed
2) Upload bandwidth speed
3) Quality of Service (100% is best)
4) Jitter
5) Packet Loss

 How is your computer CPU performing (for PC users only)?

Please check your CPU usage. 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):

1.   Press CTRL-ALT-DEL on your PC

2.   Select Start Task Manager

3.   Click on the "Performance" tab in Task Manager

4.   Read the "CPU Usage" bar chart.

If the CPU Usage is at 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:

a)   Lower the frame rate for your camera. Select File>Settings>Camera>Advanced and select a lower frame rate from the 'Frame rate' drop down arrow

b)   Select a lower bandwidth while in the video call. Go to Video Settings drop down box at top of video window, select Low Resolution. This will lower the bandwidth used although you will notice the video is a little grainy.