Troubleshooting Connectivity Issues

Connectivity issues occur mainly if the settings are not properly configured. This section explains how to troubleshoot connectivity issues.

"Unable to Create a Conference with a Personal VMR" Message

If you receive the “Unable to Create a Conference with a Personal VMR” message, have your administrator confirm the settings outlined in the Troubleshoot Issues section of the Polycom RealPresence Web Suite Administrator Guide (available at Polycom Support).

"External Server Not Set" Message

If you receive the “External Server Not Set” message after clicking Meet Now, have your administrator confirm the settings outlined in the Troubleshoot Issues section of the Polycom RealPresence Web Suite Administrator Guide (available at Polycom Support).

"You are in limited experience mode" Message

In a restrictive firewall environment, you can join a video conference in “Limited Experience Mode”. If your call join is in Limited Experience Mode, the following message at the top of the RealPresence Web Suite Experience Portal informs you.

On the Meeting page, the call information indicates that the Mode is HTTP Tunneling.


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Participating in a meeting in Limited Experience Mode can also affect the quality of the meeting experience; video quality might be affected by higher latency and lower bit rate when connecting.

If poor network conditions persist, your call may be dropped to audio-only mode. If so, the following message is displayed on the screen.


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If you experience problems joining a meeting from a slow network, you can try to adjust your audio or video quality to increase connectivity.

Procedure

  1. End the meeting and log out of the RealPresence Web Suite Experience Portal.
  2. Log back in to the RealPresence Web Suite Experience Portal and rejoin the meeting.
  3. On the login screen, click Settings and slide the Call Quality settings to Low or Audio-only.