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Collecting Logs

Acano solution: Acano Clients Troubleshooter 76-1045-01-I

Page 22

7 Video Issues

If you users are experiencing issues with video during a meeting, look for the issue in this

section and follow the suggested steps in that section. If they do not resolve the issue send an

email to support@acano.com with the following information:

 Software version of Acano solution

 Type of Acano Server or virtualized deployment

 Type and version of the operating system that your client runs on

 State the problem, and attach the diagnostic information from client (see Appendix A)

 Attached the diagnostic information from Acano server (see Appendix A)

 MMP log (see Appendix A)

7.1 Participant is Getting No Video

1. Ask the sending participant to check that their video is not

muted.

If they see the screenshot on the right, their camera is muted.

When it is unmuted, check whether the receiving participant

can receive video.

2. Check on the receiving participant’s Acano client’s In-call

panel (see right).

If they have selected the layout called “Audio only”,

ask them to change it to other Layout to see whether they

can receive video.

7.2 Video is Low Resolution

1. If the participant with low video resolution is using an Acano client, ask them to go to

Settings > Advanced and find the Receive Max Bandwidth. Ask them to change it to a

higher bandwidth and test the video resolution again.

2. If far end is Acano client ask that participant to go to Settings > Advanced and check

whether their Transmit max bandwidth is low and adjust it if necessary.

3. If the steps above do not fix the issue, may be the call rate is being down-speeded during the

call due to network package loss or latency. Conduct more testing with endpoints at other

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