Troubleshooting Meeting Issues

This section explains issues you may encounter while scheduling or joining a meeting.

Unable to Schedule Meetings

If you are unable to schedule meetings, have your administrator confirm the settings outlined in the Troubleshoot Issues section of the Polycom RealPresence Web Suite Administrator Guide (available at Polycom Support).

Meeting Invitations Do Not Display in Outlook

Depending on your Exchange environment and Outlook client settings, you may not see meeting invitations from the RealPresence Web Suite Services Portal meeting scheduler in your Outlookcalendar views until you have opened and possibly accepted the meeting invitation in your Outlook client email view. This issue is seen most frequently by users of Outlook Web Access and Outlook for Macintosh. As an end user, you may be able to change your calendar settings to automatically process email-based meeting requests to display in your calendar.

Procedure

  1. Log in to your organization's Outlook Web Access web page (contact your company's network or system administrator if you don't know the URL).
  2. Go to the calendar settings page.
  3. Enable the check box, if available, to automatically process requests and responses from external senders.

For more information, see your email client's help documentation or contact your company's IT or system administrator.

Unable to Launch the Welcome Screen

When you enter a meeting, the Welcome screen shows video options. If you are unable to view the Welcome screen after launching the meeting, have your administrator confirm the settings outlined in the Troubleshoot Issues section of the Polycom RealPresence Web Suite Administrator Guide (available at Polycom Support).

Unable to Host or Join Meetings

If you see the error message "Video resources are not available" when you try to host or join a meeting, contact your administrator.

Unable to Start a Meeting Using the Meet Now Function

If you try to start a meeting using the Meet Now function in the RealPresence Web Suite Services Portal and you are not redirected to the RealPresence Web Suite Experience Portal, this could be a trust-related issue due to self-signed certificates, especially in a non-split-Domain Name System (DNS) scenario with the RealPresence Access Director System acting as a reverse proxy.

For more information on troubleshooting this issue, have your administrator confirm the settings outlined in the Troubleshooting section of the Polycom RealPresence Web Suite Administrator Guide (available at Polycom Support).

WebRTC Guest Attendees Receive “No such VMR” Message

For more information on troubleshooting this issue, have your administrator confirm the settings outlined in the Troubleshooting section of the Polycom RealPresence Web Suite Administrator Guide (available at Polycom Support).

Remote WebRTC Attendee's Connection Problems

Some remote WebRTC attendees fail to connect to the meeting or are disconnected when a mesh meeting transitions to an MCU. For more information on troubleshooting this issue, have your administrator confirm the settings outlined in the Troubleshooting section of the Polycom RealPresence Web Suite Administrator Guide (available at Polycom Support).

User Cannot See All Participants in the Roster

For more information on troubleshooting this issue, have your administrator confirm the settings outlined in the Troubleshooting section of the Polycom RealPresence Web Suite Administrator Guide (available at Polycom Support).