Acano Solution Bedienungsanleitung PDF herunterladen (Seite 20)

Collecting Logs

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

Page 20

6 Audio Issues

If your users are experiencing issues with sound 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)

6.1 Participant Cannot Hear the Other Participant

1. Ask the sending participant to check that:

a. Their MIC is not muted.

b. Their MIC device is selected, and ask them to try to change the MIC device at the far

end.

c. There is no other application using the same MIC as the Acano client.

2. If you are using an iPad go to Settings > Privacy > Microphone and ensure Acano is set to

On. (An iOS 8.0.1 patch has been reported as changing that setting.)

3. Check that the receiving participant’s speaker volume is sufficiently high.

4. Check that the receiving participant’s speaker is working by asking them to click the Test

speakers button on the Acano client’s In-call > Settings panel.

5. Check that the receiving participant’s speaker device is selected, and ask them to try to

change the speaker.

6.2 Another Participant’s Audio is Very Low

1. Ask the sending participant to check that their MIC device is selected, and ask them to try to

change the MIC device.

2. Check that the receiving participant’s speaker device is selected.

3. Check that the receiving participant’s speaker volume is sufficiently high.

4. Check that the Audio boost option is selected in the receiving participant’s Acano client In-

call > Advanced panel.

6.3 Participant is Receiving Corrupted Audio

1. If only one participant is receiving corrupted audio, check that participant’s speaker and

network connection. If the network connection is poor, the video quality should also be poor.

2. If all the several participants are receiving corrupted audio:

Change the sending participant’s MIC device to test whether it is causing the issue

Check that the sending participant does not have poor network connection, (in this case, the

other participants should receive poor quality video from this participant as well).

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