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Tips & Tricks

Fine Tuning iLinc  

 

Our iLinc Product Training team is committed to providing customers with the skills and training they need to effectively solve business needs through the use of iLinc’s web and video conferencing software. Our team is composed of experienced training professionals who have spent years supporting the collaboration, training, and marketing initiatives of iLinc customers, large and small.

 

Troubleshooting steps for VoIP (internet audio)

 

Below are some steps to troubleshoot your Internet audio issues:

 

1. Verify the headset is plugged in

 

2. Run the Audio Wizard.

 

3. Verify Mic is receiving voice, if not, play with the different mic options that are in the pick list (biggie--most customers don't know which device to choose)

 

4. Check the input of the mic (USB or Aux-In)

 

5. Check Audio Properties (Windows 7 machines default the mic at like 10 so you can barely hear anything)

 

6. Check and see if they are using a built in mic (they pick up sound from everywhere)

 

7. Speed Tests, just in case of chipmunking and static

 

8. Check to see if they are using a separate mic and speaker. If so have then check the box “My microphone is separate…”

 

9. If there is a lot of echo, insure that all are muted

 

10. If it sounds like the speaker is overdriving the mic, ask the speaker to move the mic away from their mouth

 

11. Check Volume and mic properties on the machine itself (not specific to iLinc)

 

12. Make sure the mic is not hard muted on the headset or from within the Operating system

 

13. If it is a USB headset and you can’t get it recognized, try another USB port.

 

14. Exit and rejoin the session to re-establish VoIP

 

15. Clear the cookies and cache in case the audio wizard settings have been cookied incorrectly

 

16. Reboot the machine and rejoin.

 

Problem: My video is freezing/stuttering, but I have a lot of bandwidth.

 

More than likely, this is because you do not have a UDP connection to the server. Without a UDP connection, iLinc will connect to the server using HTTP. Due to the packet size (about 4 kb), video data sent using HTTP may get somewhat 'choppy', especially at the higher bandwidth settings like 64k or 128k.

 

The iLinc client will generally automatically try to connect using UDP to the server, and if it finds it can use UDP it will automatically use it. If it cannot, it will fail over to HTTP automatically.

 

To solve this problem:

 

1. Enable UDP traffic on port 11730 for iLinc audio/video traffic. This may require you to open a single outbound UDP port on a company firewall or on your local personal firewall.

 

2. If you cannot use UDP (because you are behind a corporate firewall or proxy server) another option is to just reduce the video 'rate' to either 8 Kbps or 32 Kbps. These options will work much better on an HTTP connection. Thes setting changes are made in the iLinc Communications Center, on the Edit session pages, under the Advanced options.

 

Note: to check to see if you have a UDP connection to the iLinc server, you can click on 'Help' and then on 'About Current Session'. On this next page, you will a 'conference type' setting which will either read as 'Internet Video (UDP)' or 'Internet Video (HTTP)'

 

iLinc Performance

 

The best performance is attained if the client (and you) opens UDP port 1143 on their firewall. Without a UDP connection, iLinc will connect to the server using HTTP. Due to the packet size (about 4 kb), video data sent using HTTP may get somewhat ‘choppy’, especially at the higher bandwidth settings like 64k or 128k. The iLinc client will generally automatically try to connect using UDP to the server, and if it finds it can use UDP it will automatically use it. If it cannot, it will fail over to HTTP automatically. To solve this problem:

 

iLinc is firewall friendly and does not automatically try to open a UDP port. Without a UDP connection, iLinc will connect to the server using HTTP. Due to the packet size (about 4 kb), video data sent using HTTP may get somewhat 'choppy', especially at the higher bandwidth settings like 64k or 128k.

 

The iLinc client will generally automatically try to connect using UDP to the server, and if it finds it can use UDP it will automatically use it. If it cannot, it will fail over to HTTP automatically.

 

To solve this problem:

 

1. Enable UDP traffic on port 11730 for iLinc audio/video traffic. This may require you to open a single outbound UDP port on a company firewall or on your local personal firewall.

 

2. If you cannot use UDP (because you are behind a corporate firewall or proxy server) another option is to just reduce the video 'rate' to either 8 Kbps or 32 Kbps. These options will work much better on an HTTP connection. Thes setting changes are made in the iLinc Communications Center, on the Edit session pages, under the Advanced options.

 

Note: to check to see if you have a UDP connection to the iLinc server, you can click on 'Help' and then on 'About Current Session'. On this next page, you will a 'conference type' setting which will either read as 'Internet Video (UDP)' or 'Internet Video (HTTP)'

 



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