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. 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 Menu and then choose Preferences > Video. Check your firewall settings. You may need to add Polycom CMA Desktop to your Windows firewall exception list. To do this:
If you are using a third party personal firewall on your computer, you may need to follow similar steps with that software. Consult your firewall documentation for more information. |
I don't see my video window. |
If you are using a single monitor, ensure that your system is not configured to display full screen video on the second monitor. To do this, click Menu 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. 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 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:
|
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. Adjust your Windows power management setting to High Performance (on Windows Vista) or Maximum Performance (on Windows XP). Set Polycom CMA Desktop to allocate system resources for best performance of Polycom CMA Desktop. To do this, click Menu and then choose Preferences > Processor. |
I don't see the far end's video. |
Try turning off DirectX hardware acceleration. To do this, click Menu 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 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 Menu 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. |
Far-site 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-site 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: |
Troubleshooting Notifications