Consider these guidelines to help users troubleshoot the IBM
® web audio-visual plugin.
Installing the plugin
Issues with using the plugin
The meeting moderator sees the “Waiting for moderator” message in the Conferencing Panel upon entering his or her own meeting room.
- The plugin works only with Internet browser (32-bit) on supported 32-bit or 64-bit operating systems (32-bit certifications only).
- The plugin can be installed on the client by any user. If the plugin is installed under the Administrator account, verify that the plugin installed into %WINDIR%\Downloaded Program Files folder, then uninstall the plugin and install the plugin again without using the administrator account.
- If a new profile is created for Firefox on a Mac client at a non-default location, the plugin installation will not succeed. Modify the path to an absolute path for newly created profiles in the Firefox profiles.ini file.
Clear the browser’s cache, restart the browser, and then join the meeting again.The message “Video Starting” appears, but the call does not start.
The user's status disappears in the meeting room.
Take the following steps to ensure the connection can be completed:
- Make sure that only one browser instance (tab or window) is opened for the Sametime Meeting Room client (a Sametime client cannot attend multiple meetings at the same time).
- Exit the client.
- On the client workstation, check the sip.log file to determine whether the client was able to register with the SIP Proxy and Registrar.
Find the log in the Logs directory:
Microsoft Windows XP: %APPDATA%\IBM\Lotus\Sametime WebPlayer\Logs
Windows Vista and Windows 7: %USERPROFILE%\AppData\LocalLow\IBM\Lotus\Sametime WebPlayer\Logs
Mac OS X: $HOME/Library/Application Support/IBM/Lotus/Sametime WebPlayer/Logs
- Look for a “200 OK” message from the SIP Proxy and Registrar.
- Search for “Message In -> SIP/2.0 200 OK” and “CSeq: 1 REGISTER”:
If the “200 OK” message was received from the SIP Proxy and Registrar, then check the Sametime Proxy Server log for an indication of why the client registration failed.
If there was no “200 OK” message received from the SIP Proxy and Registrar, then verify that the client can telnet to the server as described in the next step.
- Test the telnet connection to the SIP Proxy and Registrar server by opening a command prompt on the client workstation and running the following command:
telnet SIP_hostname_or_IPaddress port
If the client can telnet to the server, check whether the SIP Proxy server received the REGISTER request (using a network sniffer or WebSphere traces).
If the client cannot telnet to the server, check your network connections.
Refresh the page or exit and then re-enter the meeting.If remote video is not rendering and a user pauses the video, “Hide My Video” does not hide the local video.
Refresh the page or exit and then re-enter the meeting.The audio-video plugin may experience problems if Gmail, Skype, or Net Meeting applications are running.
For best results, exit those applications before entering the Sametime meeting room. IE6 and IE7 performance deteriorates if a user leaves and rejoins an audio-visual call multiple times in multiple-window mode.
Run the meeting room client in single-window mode. If a user attempts to join the same meeting from two types of clients, the attempt from the second client will be unsuccessful.
Leave the Meeting room from one client before joining the other.Audio and video are not working as expected.
Make sure that the appropriate latest sound and video device drivers are installed on the client machine.The user sees a Conferencing Panel disabled in an A/V-enabled Meeting room or does not see live names.
Refresh the browser page. If that does not correct the problem, contact the administrator to make sure all Sametime servers are running and configured properly.Parent topic: Troubleshooting the Sametime web audio-visual plugin