Troubleshooting

# Solving Audio and Video Problems

Symptom | Corrective Action
Video
My camera is not listed in the device selection list. | Ensure that the camera is not in use by another application. Restart Polycom CMA Desktop. 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. Restart Polycom CMA Desktop. 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 the application menu, and then choose Preferences > Video. If you are using a third party personal firewall on your computer, you may need to add Polycom CMA Desktop to the firewall's exception list. Consult your firewall documentation for more information.
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. Restart Polycom CMA Desktop. 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. | 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 turning on more lights in the room, and use natural or incandescent lighting instead of fluorescent lights. Ensure that your camera is configured correctly. For more information, see Choosing a Camera.
Call quality is not good on my laptop. | Ensure that your laptop is connected to a power source. Running on battery power can reduce the laptop's performance.
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
Sometimes no video preview on the main window, especially after the system wakes up. | Hide my video preview window and show it again.
The far site can’t receive video or receives poor video from Polycom CMA Desktop in wireless, VPN, or ADSL environment. | Check the packet lost and call rate in Call Statistics page. Go to Preference > Network , set the Internet connection to a lower bandwidth, then call again.
When both video and audio are blocked for 15 seconds after the call setup, a firewall notification pops up. | Contact the network administrator.
The audio and the video cannot be transmitted under VPN connection. | Go to Preference -> Network, select Never use QoS.
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 the application menu, and then choose Preferences > Audio. After you make a change, click Test Audio Devices to test the audio devices.
Far-end 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.
Far-end participants hear poor audio | Place the microphone farther from the person speaking. Speaking too close to the microphone can cause poor audio quality.
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.
I don't hear audio when I am doing audio test on selected audio output. | Go to System Preferences -> Sound, uncheck the Mute for the selected output.
Online Help
My online help doesn't display correctly. | Ensure that your computer's web browser is configured to allow active content. Refer to your browser's documentation for information about how to adjust this setting.

Related Topics

Testing Audio Devices

Troubleshooting Notifications