Troubleshooting Acano Technical Issues (PC)
About this article
This article provides steps for troubleshooting a variety of technical issues for the video conferencing tool Acano, including step by step directions and support contact information. This article is intended for audiences using the tool on a PC to join a meeting remotely.
Procedure To Address Acano Technical Issues
When a technical issue occurs while using Acano there are several steps you can take to try and fix or determine what is causing the issue. There could be several reasons for a technical issue it is important to determine if the issue is occurring with just your device or if it is a larger system issue. Follow the steps below to try and solve the issue. If you are unable to solve the issue after completing these steps contact TLT at 507-457-5240, option 2 Monday-Thursday 8:00am-8:30pm, Friday 8:00am-4:00pm . After assisting you TLT will send an email to the participant and the instructor providing a summary of the issue and the solution.
1. I Cannot Connect To The Meeting
Complete the Following Steps:
1. Confirm you have the correct Link.
2. Check your internet speed. Even if you have tested your internet speed before this may change depending on your location and how many people are accessing the server. To test your internet speed complete this simple test Internet Speed Test NOTE: To run this test your device must have Flash. You should have at least a Download Speed of 5 Mbps and an Upload Speed of .5-1 Mbps
3. If internet speeds are within the range and you have the correct dial address contact TLT at 507-457-5240, option 2
2. I Cannot Hear The Meeting
Complete the Following Steps:
1. Check that your microphone is not muted. If the microphone icon at the top of the screen is blue, it is muted. Click on the microphone to unmute.
2. Check the speakers are working by clicking on the gear icon located at the upper right hand corner of the screen.
3. Click on the Test button in the Speakers section.
4. Once selected it will play a song to confirm you can hear sound from your device.
5. Next make sure that the volume is turned up on the sliding bar.
3. The Participants Cannot Hear Me
Complete the Following Steps:
1. Select the Tool Icon and select Sign-in Settings from the dropdown options.
2. Select the Audio tab from the options on the left side of the Settings page.
3. Select the dropdown underneath the heading Microphone and make sure the correct option is selected. If you are using a headset you will want to select that device not the Built-in Microphone option.
4. Test your microphone by speaking into it. If a green bar appears the device is picking up your audio.
4. The Participants Cannot See Me
Complete the Following Steps:
1. From the menu bar select the Self-View. If working properly a small image of yourself will appear on the screen.
2. If you cannot see this image quit Jabber.
3. Close any applications on your device that use video conferencing. This includes applications like Skype, Yahoo, any instant messaging application etc.
4. Launch Jabber again and log in. Select Self-View again. If you are still not able to see the self-view contact TLT.
5. The Video Is Pixelated And Jittery
1. Select the Tool Icon and select Sign-in Settings from the dropdown options.
2. Select the Bandwidth tab from the options on the left side of the Settings page.
3. The bandwidth should be at 384 kb/s.
4. If you are still experiencing pixelated images bring the bandwidth down to 284 kb/s. You can adjust the bandwidth by moving the dial on the bar.
