Please refer to the notes in the documentation: ProCall Meetings

State of knowledge

April 2021


If you have problems using ProCall Meetings despite the help listed here or in the documentation, you can contact our support team: Report problem – Feedback to the developer

My camera/microphone does not work

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State of knowledge

October 2021

Possible reasons

Browser

Version current or update required?

The first thing you should investigate is whether you are using the latest version of your browser (be sure to check the  System requirements as well):

Check permissions

When you join a meeting, a permission request is made via the browser for access to the camera and microphone. If you have accidentally clicked Block here, you can grant access again by clicking the corresponding icon in the address bar. Note that this works differently depending on the browser.

See the documentation for further instructions.

Settings

In the browser settings you can manage the microphone and camera:

Clear browser cache and cookies

It may be necessary to delete the browser cache and cookies for https://meetings.procall.de. First, check if access to the camera and microphone works in an incognito/private browser window. If so, clearing the cache and cookies of the web application may help:

Camera is blocked by another application

The browser will not allow access to the camera if another application or even another browser window already has access to the camera. Stop access because of this and try again in ProCall Meetings.

System settings

Microsoft Windows 10/Windows 11

Check in Windows Settings → Sound the corresponding input device (microphone)

For the camera, check under Windows Settings → Privacy settings for the camera and microphone whether access to the camera and microphone in general is given and also in particular if the browser is allowed.

Apple macOS

Starting with macOS Mojave, there are some system-wide privacy options that can block access to the microphone or camera.

Check the operating system documentation for the appropriate settings:

Checking the environment with the WebRTC troubleshooter

With WebRTC Troubleshooter you can check camera and microphone for functionality: https://meetings.procall.de/webrtctest

If errors are displayed here in connection with the devices, this indicates that the devices used do not work in connection with the browser and WebRTC.

Firewall

Strict firewall rules may prevent the camera and microphone from working. Therefore, please note the system requirements.

Further procedure

If you have problems using ProCall Meetings despite the help listed here or in the documentation, you can contact our support team: Report problem – Feedback to the developer

I cannot log in

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State of knowledge

April 2021

Documentation

Please refer to the documentation: Login

ProCall Enterprise installation

If you continue to experience login issues, please contact the administrator of your ProCall Enterprise 7 installation first so that they can rule out any difficulties with ProCall user management or commissioning.

Further procedure

If you have problems using ProCall Meetings despite the help listed here or in the documentation, you can contact our support team: Report problem – Feedback to the developer


I keep having connection difficulties during a meeting

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State of knowledge

April 2021

The functionality of an application like ProCall Meetings depends very much on a stable and working internet connection and free resources of the client system. In the rarest cases, the ProCall Meetings system causes the problems.

For this reason, any checks must be made on the client system.

Check

System requirements

Check with your system administrator that the system requirements are met.

Firewall

We are aware that in many companies, due to security policies, there are restrictive firewall settings that regulate client access to the internet. However, please note that the use of ProCall Meetings requires certain approvals:

Proxy or VPN

No web proxy is supported on the UCServer for the connection to UCConnect. This must be bypassed for the connection.

It is not recommended that the connection to the services takes place via a web proxy or via a VPN connection. This can lead to limitations in the accessibility of the services and the quality within meetings.

Please check with the system administrator if you are connecting to the internet via VPN or web proxy. You can also optionally use the following websites for this purpose:

Client resources

The encoding/decoding of video streams requires a lot of CPU (rarely GPU) processing time. You can check the CPU load via the Windows Task Manager. If it is always fully loaded when using ProCall Meetings, this indicates a resource problem.

Because the browser does not have access to operating system statistics such as CPU utilization for security reasons, the ProCall Meetings platform cannot always determine and dynamically respond to objective measures for determining client resources.

Therefore please check the system requirements regarding CPU and internet bandwidth.

If you keep experiencing difficulties due to a lack of resources on the client, you can also join a meeting in Data-saving modes or enable this in the settings during a meeting. For other workarounds, see Was kann ich tun bei geringer Bandbreite oder älterer CPU?

WebRTC Troubleshooter

The WebRTC Troubleshooter provides indications of whether the client is generally able to communicate with the ProCall Meetings platform.

Further action

If you have problems using ProCall Meetings despite the help listed here or in the documentation, you can contact our support team: Report problem – Feedback to the developer

I cannot hear everyone in a meeting

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State of knowledge

April 2021

Possible reasons

Mute

Please check whether the meeting participant you cannot hear has muted his microphone. You can recognize this by the red mute symbol on his tile.

The microphone of the other party does not work

The other party should check the suggested solutions in the article: My camera/microphone does not work.

Network configuration

Often, problems with the network configuration manifest themselves in such error states. Please check the article: I keep having connection difficulties during a meeting.

Browser

Current version or update required?

Please check that you are using the latest version of your web browser (also note the system requirements):

Delete cache and cookies

t may be necessary to clear the browser cache and cookies for https://meetings.procall.de First check if access to camera and microphone works in an incognito/private browser window. If so, clearing the cache or cookies of the web application may help:

Further procedure

If you have problems using ProCall Meetings despite the help listed here or in the documentation, you can contact our support team: Report problem – Feedback to the developer

I have problems with screen sharing

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State of knowledge

April 2021

Check

System requirements

Check with your system administrator that the system requirements are met.

Network configuration

Often, problems with the network configuration manifest themselves in such error conditions. Please check the article I keep having connection difficulties during a meeting.

Browser

Chrome

Google Chrome or Chromium browsers do not currently offer specific screen-sharing settings.

Mozilla Firefox

If you want to share the screen in a meeting, Mozilla Firefox offers a popup window for this purpose. However, if you have selected "Do not allow" here, then this popup window will not appear the next time you try to share the screen. You will then have to adjust the settings manually:
Permissions for meetings.procall.de → delete this permission and ask again. Then refresh the page with F5 or "Refresh".

Example screenshot: Grant permissions for meetings.procall.de in the Mozilla Firefox browser

Operating system settings

Apple macOS from Catalina

Follow the instructions in the following documentation appropriate to the operating system to give permission to the appropriate browser: https://support.apple.com/en-us/guide/mac-help/mchld6aa7d23/mac

Microsoft Windows

Windows operating systems currently do not offer specific settings for screen sharing.

Further procedure

If you have problems using ProCall Meetings despite the help listed here or in the documentation, you can contact our support team: Report problem – Feedback to the developer

I cannot change the audio output device when I use Firefox as a browser

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State of knowledge

April 2021

Information

Firefox restriction

The Mozilla Firefox browser does not allow the audio output device to be changed. For this reason, the drop-down menu in the device selection before joining a meeting is not available. Only the test sound can be played.

Therefore, there is no need to change the output device during a meeting.

Solution

Firefox respects the Windows default playback device for audio output. You can change this via the speaker icon in the Windows taskbar.