Acano Solution Instrukcja Użytkownika Pobierz pdf (Strona 23)

Collecting Logs

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

Page 23

locations. Check whether the issue always occurs for a specific location or a specific

endpoint.

7.3 Video is Badly Corrupted

1. Check for packet loss due to a network problem. Try to place a call with endpoints at

different locations to see whether the issue changes with network path.

2. Check for packet loss due to QoS.

a. Try to place a call with a low call rate.

If you are using Acano client, go to Settings > Advanced and change to a lower

Receive Max Bandwidth. Test again.

3. Check for encode/decode issues. If possible, place a number of calls using different

endpoints and the same endpoint running different software versions. If the issue does not

occur on all calls it may be related to a specific endpoint and software version.

4. Check the camera sending the video. Ask the far end participant to place a call with another

endpoint or camera.

7.4 Layout issues

If you see a layout that is not what you have selected, or has an unexpected aspect ratio, it may

be due to low network bandwidth causing the call rate to reduce speed. Please try to use wired

Ethernet cable and change to a different location. If you still have a problem then obtain the

client diagnostic log while in a call, and collect the corresponding server side client diagnostic

log. Send these files to Acano support.

7.5 Content sharing/receiving issue

If participants have content sharing issues, such as:

 cannot receive content at start of sharing, or during content sharing,

 content is not clear,

 content streaming gets dropped.

Check the client call bandwidth settings and make sure enough bandwidth is allowed. To check

client bandwidth settings, select the Settings and info button, then at the bottom of the panel

select the More settings button, followed by the Advanced button. The default bandwidth

setting is 1200Kbps.

Also check the network devices to see if there is any packet loss or a lack of bandwidth

resources.

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Acano Solution Instrukcja Użytkownika Strona 23