Acano Solution Bedienungsanleitung PDF herunterladen (Seite 31)

Collecting Logs

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

Page 31

 Software version of Acano solution

 Type of Acano Server or virtualized deployment

 Type and version of the operating system that your client runs on

 Model and version of SIP call control device and SIP endpoints

 State the problem, and attach SIP trace and pcap file (see Appendix A)

Then email suppo[email protected] with this information.

10.4 Participant Receives Bad Audio/video

After the call is connected, one participant receives bad audio and/or video.

1. Try to place a testing call using a lower bandwidth.

Bad audio/video is probably caused by packet loss or network delay. By using a lower

bandwidth, check whether the audio/video improves.

2. If possible, use a different codec on the SIP endpoint.

A possible cause is an encode/decode issue. Try to change the audio/video codec and

check whether the issue is solved.

If this issue is still encountered, place a single testing call and collect 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

 Model and version of SIP call control device and SIP endpoints

 State the problem, and attach SIP trace and pcap file (see Appendix A)

 Attach the diagnostic information from client (see Appendix A)

 Attach the diagnostic information from Acano server (see Appendix A)

Then email suppo[email protected] with this information.

10.5 Dual Stream/presentation Issue

During a call, participants cannot receive dual stream video/presentation.

3. Check the firewall settings.

It is likely that the firewall is blocking the media port(s). Check the Acano Deployment Guide

and external SIP solution documentation for the dual steam media port range.

4. If possible, use different codec on SIP endpoint.

A possible reason is encode/decode issue. Change audio/video codec for dual

stream/presentation and check whether the issue can be solved.

If this issue still occurs, place a single testing call and collect 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

 Model and version of SIP call control device and SIP endpoints

 State the problem, and attach SIP trace and pcap file (see Appendix A)

 Attach the diagnostic information from client (see Appendix A)

 Attach the diagnostic information from Acano server (see Appendix A)

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Acano Solution Bedienungsanleitung Seite 31