Solving Audio and Video Problems

Symptom

Corrective Action

Video

My camera is not listed in the device selection list.

Reinstall your video device using the installation CD provided by the device's manufacturer, and then restart Polycom CMA Desktop.

Others don't see my video.

Ensure that your camera cable is connected securely.

Reinstall your video device using the installation CD provided by the device's manufacturer, and then restart Polycom CMA Desktop.

Verify your camera settings. To do this, click and then choose Preferences > Video.

My video preview window shows blue video.

Ensure that the camera is not in use by another application.

Ensure that your camera cable is connected securely.

Reinstall your video device using the installation CD provided by the device's manufacturer, and then restart Polycom CMA Desktop.

My video preview window shows the Polycom CMA Desktop logo or my company's logo.

This is normal for systems that are configured to allow calls without a camera. A logo is shown in place of local video when the camera is not available.

If you have a camera connected to your computer, ensure that your camera cable is connected securely.

My local video looks grainy.

To make sure you send the best quality video, try the following:

  • Try increasing the lighting level, and use natural or incandescent lighting instead of fluorescent lights.
  • Ensure that your camera is configured correctly. For more information, see Specifying Camera Preferences.
  • Use one of the tested cameras listed in Choosing a Camera.

I don't see the far end's video.

Try turning off DirectX hardware acceleration. To do this, click and then choose Preferences > Video.

It takes a long time to display video after the call starts.

Network problems can slow down the call connection. You may want to try the call again later

Audio

My microphone is not listed in the device selection list.

Reinstall your audio device using the installation CD provided by the device's manufacturer, and then restart Polycom CMA Desktop.

Others don't hear my audio.

Ensure that your audio is not muted. If your audio is muted, you see on the screen and is highlighted on the toolbar.

Ensure your microphone cable is connected securely.

Reinstall your audio device using the installation CD provided by the device's manufacturer, and then restart Polycom CMA Desktop.

Verify your audio settings. To do this, click and then choose Preferences > Audio. After you make a change, click Test Audio Devices to test the audio devices.

Far-site participants hear an echo.

Reduce the volume on your system.

Place the microphone and speakers as far apart as possible.

Use earphones instead of speakers.

Use a headset instead of microphone and speakers.

If you use a laptop's integrated speakers with the laptop's integrated microphone or with a webcam's microphone, the structure of the laptop computer and the quality of the laptop speakers may cause problems that the Windows echo canceller cannot correct. Connect external speakers and use them instead of the integrated speakers.

I don't hear audio from others.

Ensure that the far end audio is not muted.

Ensure that your volume is set to an audible level.

Ensure that your speaker cable is connected securely.

Reinstall your audio device using the installation CD provided by the device's manufacturer, and then restart Polycom CMA Desktop..

Online Help

My online help doesn't display correctly.

Make sure that your computer's web browser is configured to allow active content. Refer to your browser's documentation for information on how to adjust this setting: