Acano Solution V1.3 Client Support FAQs · PDF fileAcano Solution R1.3: Acano Client Support FAQs 76-1038-03-J Page 6 ... Occasionally when using the WebRTC client on Chrome echo cancellation

Acano solution 1.3

Acano Clients Support FAQs

Acano

February 2015

76-1038-03-J

Contents

1 Operating System Support 4

1.1 PC Client – Windows Support ........................................................................................... 4 What version of Windows does the PC Client support? ...................................................... 4 Does the PC Client run in a VM on a Mac (or Linux) PC? ................................................... 4

1.2 iOS Client iOS Support ...................................................................................................... 4 Which iOS versions has the iOS Client been tested with? .................................................. 4

1.3 Mac Client OS X Support .................................................................................................. 4 Which Mac versions has the Mac Client been tested with? ................................................ 4

1.4 WebRTC Client Support .................................................................................................... 4 What versions of browsers do we support for WebRTC?.................................................... 4

2 General or More Than One Client 6 How are the username and password defined/configured? ................................................ 6 Can I use a wildcard XMPP certificate with the Acano client v1.3.x? .................................. 6 My audio is not loud enough. What can I check? ................................................................ 6 Can I do anything about echo? ........................................................................................... 7 When in a coSpace or a point-to-point call, how can you send the audio to a phone that is already defined as a device? ................................................................................... 7 Why are my video and audio quality poor using an Acano client over SSL VPN? ............... 7 I cannot get the Acano client to run. Is this a firewall issue? ............................................... 8 Can I see who is in the coSpace before entering? .............................................................. 8 What resolutions do we send to SIP endpoints? ................................................................. 8 What is the maximum frame rate for content sharing on standard video endpoints and Lync 2010/2013 clients? ..................................................................................................... 9 When are site names displayed? ........................................................................................ 9 Can a user connect to the Acano solution through a proxy? ............................................... 9 What form can a coSpace PIN take? .................................................................................. 9 Can I use PSTN dialing? .................................................................................................... 9 What is the maximum number of participants displayed in a coSpace? .............................. 9 What’s the issue if the In Progress timer in an Acano coSpace call is negative and counting down to zero? .................................................................................................... 10 What information is included in the email invitation?......................................................... 10 How can guests join a call? .............................................................................................. 10 Why does the screen layout change when I move my coSpace video to a SIP endpoint? 11 What are the names for the different screen layouts? ....................................................... 11

3 PC Client 12 What is the minimum spec required for the PC Client? ..................................................... 12 How is the PC Client installed and can I do it programmatically? ...................................... 12 Errors on trying to download Acano PC Client software ................................................... 13 What is the solution to the message Acano Client Fatal Error DirectX not available? ....... 13 How is the PC Client upgraded? ....................................................................................... 13 Even with a headset, the ring tone comes out of the PC speaker. What can I check? ...... 14 How can I create new coSpaces? .................................................................................... 14 How do I add a person to a coSpace on my PC Client? ................................................... 14 What does the message “No network connection” mean on the PC Client? ..................... 15

Contents

Acano Solution R1.3: Acano Client Support FAQs 76-1038-03-J Page 3

How do I download a log file on my PC Client? ................................................................ 15 How do I obtain log and crash files for Acano Support on the PC Client? ......................... 15 Can I zoom in on the content pane on my PC Client? ...................................................... 15 How do I control bandwidth on my PC Client? .................................................................. 15 Do I need an Aero theme on my PC? ............................................................................... 16 Does the PC client work on Microsoft Surface tablets? .................................................... 16 If I mute the microphone during a PC Client call will it be unmuted when the call finishes? ........................................................................................................................... 16 Why can't I see the Acano icon in my Windows taskbar? ................................................. 16 I am trying to upgrade my Acano client, but the older version of the client hasn't been completely removed? ....................................................................................................... 16

4 iPad Client & iPhone Client 17 What does it mean when I see “Acano (Recording)” on my iPad Client? .......................... 17 Can I zoom in on the content pane on my iPad Client? .................................................... 17 Can I hover to see who is a video pane on my iPad Client? ............................................. 17 Can I delete a participant from a call on my iPad client with a right swipe? ...................... 17 Can I move the self-view on my iPad client? .................................................................... 17 How do I obtain the log file for my iPad/iPhone client? ..................................................... 17 My audio is not working on my iOS client after upgrading to iOS7. What can I check? ..... 17 How do I obtain the log file for my iOS client? .................................................................. 18 What should I check if my audio is off?............................................................................. 18

5 WebRTC Client 19 Which devices have been tested for the WebRTC Client?................................................ 19 How do I download a log file on my WebRTC Client? ....................................................... 19 How do I replace the image and logo on the WebRTC login page? .................................. 19 Is there a tool I can quickly use to check WebRTC support on my PC? ............................ 20 I can’t connect a device when a guest in a coSpace using WebRTC. What can I check? ............................................................................................................................ 20 I see “Screen sharing permission was not granted” in Chrome v33 to v36. What should I do? ..................................................................................................................... 21 Why does guest login with Chrome WebRTC show inconsistent behavior if the connection to the meeting fails? ....................................................................................... 21 Audio is very faint, is there a workaround? ....................................................................... 21 What can I do about acoustic echo lasting for many seconds and heard by all other participants? ..................................................................................................................... 22 Call button does not turn to green after typing any character on WebRTC client. What can I check? ............................................................................................................ 22 WebRTC guest users can access coSpace chat messages – is this correct? .................. 22

Operating System Support


Note: In addition to the specific questions in this document, consult the user documentation at http://acano.com/help/. This provides information on how to use the Acano clients; for example the meaning of presence icons and how to make a contact a favorite.

1 Operating System Support

1.1 PC Client – Windows Support

What version of Windows does the PC Client support?

Windows XP service pack 3 While most PCs will already have Microsoft .NET 3.5 installed, to install the PC Client on Windows XP some users may find they need to manually install it.

Windows Vista

Windows 7

Windows 8 (Sharing of Windows 8 “metro apps” is not supported.)

Does the PC Client run in a VM on a Mac (or Linux) PC?

Yes but this is not recommended or supported.

1.2 iOS Client iOS Support

Which iOS versions has the iOS Client been tested with?

Versions 6.1.3 and 7.0.4.

1.3 Mac Client OS X Support

Which Mac versions has the Mac Client been tested with?

We recommend using R10.7 or above.

1.4 WebRTC Client Support

What versions of browsers do we support for WebRTC?

We strongly suggest using the most recent version of Chrome but we support version 28 onwards (Chrome on Android only added WebRTC support in version 28, and turned it on by default in version 29). Chrome version 33 onwards is required for screen sharing. Screen

http://acano.com/help/

Operating System Support


sharing is not enabled by default in Chrome v33 to v36, so you will need to enable it if you haven't already (we will display instructions if we detect it's not enabled when you try and share). From Chrome v37 screen sharing is disabled and Acano has developed a Chrome extension to return that functionality – this extension in available in Acano solution R1.2.8 or later.

Our Firefox WebRTC Client is currently in beta test. We recommend using Firefox version 25.0.1 and later: you will not be able to log in to the Acano Web Client if WebRTC is not supported in your version of Firefox.

Internet Explorer does not support WebRTC.

Opera is not officially supported, Opera WebRTC does not support content sharing and Chrome extensions can't be installed in Opera.

General or More Than One Client


2 General or More Than One Client

How are the username and password defined/configured?

All of the clients (PC, iPad, iPhone, Mac and WebRTC) use the XMPP Server on the Acano server for login. When you perform an Active Directory (AD) sync to populate users, user names and the domain you chose on the import filter are imported and saved locally. Then when a user logs in, the Acano server queries AD for password verification; it does not store these AD passwords. This means that if you have a password-update policy, for example forcing users to change their password every 60 days, you do not have to re-sync with Active Directory.

Can I use a wildcard XMPP certificate with the Acano client v1.3.x?

Yes you can use a wildcard XMPP certificate starting with the v1.3 release so long as your domain name is included in the SAN list. The choice is:

Wildcard certificate: Can be used, but ensure that the domain is added to certificate in the SAN list. This is a common practice among the certificate providers.

UC Certificate: These can be used as well. Create the certificate so the FQDN is the CN (common name) in the certificate. Then for the SAN list, add the same FQDN and the domain name. For example, if your DNS points to xmpp.example.com, the certificate should have xmpp.example.com as the CN, and in the SAN list, there should be two DNS names, one for xmpp.example.com and one for example.com.

My audio is not loud enough. What can I check?

Check that the issue is not caused by badly positioned microphones causing quiet audio from the SIP endpoint. SIP endpoints are supposed to use gain control to normalize the input volume.

Acano PC Client

If this is a general issue of quiet audio, check that you have the volume turned up. In many cases (depending on Windows things) this is non-obvious on Windows now because there are multiple speaker volume controls - an overall one and a per-application volume control. Right-click on the speaker in the system tray to see the volume mixer; this shows all volumes.

The Audio Boost setting on the Acano PC client specifically addresses the case of speaker volume being too quiet. To check that Audio Boost is selected, in the Activity, People or

coSpace view, click the User icon , click Settings and click Advanced.

Acano normalizes all volumes for our own clients to a standard level at the server side (standard as in what the audio mixing volume RFC says to do), which roughly speaking uses all the digital range and sends that encoded audio to the PC. However some PCs have weak volume output: the only way around this is to apply digital gain - which is what Audio Boost does.



Can I do anything about echo?

The Acano clients have an Echo Cancellation setting which this is on by default. The echo cancellation filter is dynamic; that is, it continually tunes to remove echo. Therefore you must give the filter time to adapt. To check whether the setting is enabled, select the User icon

, select Settings and select Advanced. You will find Echo Cancellation in the Audio section.

Occasionally when using the WebRTC client on Chrome echo cancellation was poor. Chrome was performing the echo cancellation and this was a known issue. We believe the fix for this will soon be in their main builds.

When in a coSpace or a point-to-point call, how can you send the audio to a phone that is already defined as a device?

This is a feature of the Acano clients (PC, iPad, iPhone, HTML5 browser (WebRTC) and we are beta testing our Mac client.) A user can have the client on all of their devices at the same time and can be logged into the Acano solution simultaneously on all devices. The Acano solution knows what devices you have connected and you can move the call between them, or in the case of the phone, split the audio and video between the phone and another device.

Log in on all the clients and then join a coSpace on one of them, e.g. the PC Client. On the iPad and iPhone you see a Return button in the top right corner of the client. Select this button on one of the iPad to move the video and audio to that device or on the iPhone to move the audio to it. (Note the iPhone client currently only supports audio.) After the video and audio are split the audio will stay on the iPhone so long as you continue the call on the iPhone but you can move the video.

Finally selecting the Red button on the iPhone gives you the choice of ending the call completely or hanging up the iPhone − if you hang up the iPhone the audio transfers back to the PC Client again. Similarly, when audio was on the iPhone you could have hung up the call on the PC or iPad and the call would have continued on the iPhone as an audio-only call.

On the iPad and PC clients you can change the layout to just see presentation, main speaker, all equal video or other mixed layouts.

The clients also have the ability to move a call to an associated SIP endpoint or phone and you can configure this for all clients using the Connect to a Phone or Video Device button on the top bar. After configuration, you can move the call to that endpoint but still keep presentation on your Acano client i.e. you can use this combination to present on a SIP endpoint from your PC without physically connecting to it. Another use of split video and presentation is in a meeting room, when you can see the video participants on a room system screen and view the presentation on your PC or iPad.

Note: The WebRTC Client behaves very similarly to the PC client.

Why are my video and audio quality poor using an Acano client over SSL VPN?

Using an Acano client on a SSL VPN connection (for example Cisco AnyConnect) can impact call quality if the network is close to full capacity and there is packet loss on the link. Instead we recommend using a dedicated firewall traversal technology optimised for video and audio communications.



I cannot get the Acano client to run. Is this a firewall issue?

Possibly. The Acano Clients require the following ports to be open. (See the Acano solution Deployment Guide for the full and latest ports list.)

Acano iOS, Mac and PC Clients

The following ports need to be allowed

Acano XMPP server

5222 incoming TCP - XMPP over TCP

Acano TURN server

3478 incoming UDP - STUN Signaling + Tunneled Media

50,000 -51,000 incoming UDP - Media (Optional for best performance)

WebRTC Client

If you have a compatible WebRTC browser (Chrome or Firefox) allow the following outgoing ports.

Web Bridge

5222 outgoing TCP - XMPP over TCP

80 incoming TCP - HTTP

443 incoming TCP- HTTPS

Acano TURN server

3478 UDP - STUN Signaling + Tunneled Media

50,000 -51,000 incoming UDP - Media (Optional for best performance)

Can I see who is in the coSpace before entering?

Yes, you have a lot of information about the coSpace:

You know how many people are in the coSpace from the notification

If you select the coSpace in the coSpace view (or Activity view if it is listed), then you can see who is in the coSpace by looking at the list of members. Those in the coSpace are highlighted in blue

You can chat to find out if it is convenient for you to join – like knocking on a door before entering a room

What resolutions do we send to SIP endpoints?

For interoperability reasons we limit the resolutions sent to SIP endpoints. All resolutions are supported at up to 60fps. The following is a list of resolutions that the Acano solution choses from.

176 x 144 576 x 448 864 x 480

256 x 144 640 x 360 1024 x 576

320 x 240 640 x 480 1024 x 768



416 x 240 704 x 576 1024 x 720

432 x 240 768 x 448 1600 x 1200

352 x 288 848 x 480 1920 x 1080

512 x 288 852 x 480 1920 x 1200

(800x600 is not used.) There is no restriction on resolutions sent to Acano clients.

What is the maximum frame rate for content sharing on standard video endpoints and Lync 2010/2013 clients?

There is nothing to limit frame rate to less than 30 fps from the Acano solution to Lync clients/SIP endpoints for content sharing. From Lync clients it is whatever the client (using RDP) chooses to send us, which is dependent on the Lync client (and the PC it is running on).

When are site names displayed?

The site name overlay for each video pane only appears if there are three or more sites in the call and only for SIP calls (Lync included).

Can a user connect to the Acano solution through a proxy?

This is a question for the proxy admin or vendor. Our PC Client, iOS Client and Mac Client, use standard XMPP for the connection and then media uses our TURN server. Therefore, if the proxy supports XMPP, there is no reason why this would not work.

For the WebRTC client, this is probably more of a "when will they add this support" type of question. I would ask the vendor if and when they have plans to add support for HTML5 and WebRTC. Being that the standard is not yet ratified, it may take some time.

What form can a coSpace PIN take?

A PIN for a coSpace must be numeric, but there’s no limitation on the number of numerals. This is because it must be possible to enter the PIN from an audio-only phone and using DTMF.

Can I use PSTN dialing?

You can dial out to an audio device and take the audio there.

For example, if you use WebRTC to dial into a coSpace, to take the audio on your phone, click Connect device, type in the phone number and click Connect. When you answer your phone, the audio is there and only the video remains on the WebRTC client.

Note that the call is dial out, and therefore the organization running the Acano service pays for the call.

What is the maximum number of participants displayed in a coSpace?

We have tested up to 500 participants in a coSpace. The following figures are the limits set in the design choices for R1.1 and are not a limit of the architecture; they may change in future releases.



On the PC client the maximum number of displayed video participants is 25 panes in an NxN layout, but there are exceptions: in a 4x7 grid in an All Equal layout, we display up to 28 panes.

In the Speaker Large layout you can get up to 1+15 participants on a PC Client and 1+13 on a SIP endpoint.

On SIP endpoints we currently display a maximum of 25 panes in NxN and up to 6 picture-in-picture panes (7 in total).

What’s the issue if the In Progress timer in an Acano coSpace call is negative and counting down to zero?

If you see something similar to the image on the left, or if the In Progress timer seems inconsistent in any other way, check that you are using NTP to sync the time on your Acano client with the Call Bridge timer.

The Call Bridge provides the start time, and this is compared to the current time on the client. If the clocks are not synchronized (so that the Call Bridge is ahead of the client), you may see artefacts like this.

What information is included in the email invitation?

If you invite a participant either from the coSpace information panel or when in a call, only the details displayed in the coSpace’s information panel are included in the email. Any calling details in an access method on the coSpace are not included. For more information on access methods see the Solution FAQs available from http://acano.com/support/documentation/

How can guests join a call?

From Acano Server R1.2 there is increased support for users to join a call, using a guest user web link via a "Web Bridge" URL which displays a "guest" login page. After they enter their name, the following action is taken based on the platform and/or browser:

on a Windows PC, the administrator can configure a ClickOnce installer. (An additional click is required after installation in order to launch the PC Client.)

Google Chrome and Firefox (depending on setup) uses WebRTC natively

Internet Explorer (IE9 or later), the Acano PC client launches (if it was installed previously) or is downloaded automatically. (Internet Explorer does not support WebRTC)

on an iOS device, the Acano iOS client launches if it is installed. If the client is not installed then a page is displayed with a link to the App Store

on a Mac:

Chrome uses WebRTC natively

with Safari, a dialog box will open. If the Acano Mac client is installed, click on the Join call in app button. If the client is not installed, click on the Install Acano for OSX

http://acano.com/support/documentation/



button. Note: You will need to click on the downloaded .dmg file to install the Acano client. Then click on the Join call in app button.

Why does the screen layout change when I move my coSpace video to a SIP endpoint?

Transferring video from the Acano client to a SIP endpoint you may notice that the Speaker

large screen layout changes slightly from to . The Acano solution uses layout proportions to automatically organize the layout on the screen for the best possible layout on the SIP endpoint.

What are the names for the different screen layouts?

The table below compares the screen layout terminology used in the Acano API, Web Admin Interface and the Client.

Terminology used in the:

Screen layout API Web Admin Interface

Client

telepresence overlay Speaker large

stacked stack Speaker large

speakerOnly full screen Speaker only

AllEqual all equal All equal

PC Client


3 PC Client

What is the minimum spec required for the PC Client?

In order to use the PC Client, the following minimum spec is required:

Dual Core processor DirectX 9 support (hardware accelerated Direct3D 9 support) SSE2 capable processor (We have tested on AMD processors, and a variety of Intel

processors.) Camera/speakers/microphone of a standard that matches your quality requirements

In addition it is advisable to upgrade to the latest drivers.

How is the PC Client installed and can I do it programmatically?

The Acano PC client supports two modes of install: an http: self-install link using Microsoft’s "ClickOnce" technology, and an MSI installer. (ClickOnce is the recommended method; the MSI option is currently in beta.)

ClickOnce is a Microsoft technology that allows very lightweight single click install-and-run, and provides auto update, versioning with rollback, etc. It manages the install and puts each new updated version in a special folder dedicated to clickonce applications. Each update gets a new location to facilitate rollback.

The executables are typically found in a rather cryptic folder with a name similar to C:\Users\<username>\AppData\Local\Apps\2.0\Z8CZLJWE.3Q5\H9AEOE5V.0GL\ i.e. the folder contains a long string of random letters. As such it's not a fixed path and probably not very convenient to find in order to launch programatically.

However if you are attempting to launch the client programmatically, consider the following options:

There is a shortcut at C:\Users\<username>\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Acano that points to the clickonce application; running this shortcut starts the application (updating first if necessary)

Directly "running" the clickonce link achieves the same https://clientupgrade.acano.com/download/oBklj0sd28dl2mz/AcanoClient.application

Acano registers a protocol handler acano: Running acano: starts the client. Running acano:<uri> starts the client and then makes a call to <uri>

Note: "Running" above means any equivalent to Start > Run and then typing the command.

How you do this programmatically or from a script depends on the language used.

If none of the above methods suit your purpose, consider the msi installer which installs a plain executable in \Program files.

https://clientupgrade.acano.com/download/oBklj0sd28dl2mz/AcanoClient.application

PC Client


Errors on trying to download Acano PC Client software

If you get an error such as the one on the right when downloading the PC Client, check that it is not a browser security issue. This is a common ClickOnce application (http://en.wikipedia.org/wiki/ClickOnce) issue and nothing specific to our application.

Add our site to the Trusted Sites list or enable the following setting for the Internet Zone in IE:

1. In IE go to Tools > Internet Options.

2. Go to Security.

3. Select Internet Zone and click Custom Level.

4. Within .NET Framework-reliant Components, set Run Components Signed with Authenticode to Enable (or Prompt).

5. Click Save.

Note: If Prompt is selected in step 4 above, our signed application will be verified when the user installs it.

Note: We support IE 9 and above.

What is the solution to the message Acano Client Fatal Error DirectX not available?

This error is generally caused by old/incorrect video card drivers. Ensure that the latest video card drivers are installed.

Note: In the Acano Client R1.3 release, the message now displays on the media quality bar and is worded “Unable to configure video display”. The resolution is the same however – upgrade the video card drivers.

How is the PC Client upgraded?

Acano uses the ClickOnce technology (http://en.wikipedia.org/wiki/ClickOnce) to distribute the PC Client. When we post an update ClickOnce manages the update for anyone who previously installed the PC Client using the link we provide.

Customers who do not have admin rights on their PC, who are unable to reach the ClickOnce install link for security/firewall reasons, and those who received the PC Client in another way must rely on their IT department to distribute the updates.

http://en.wikipedia.org/wiki/ClickOnce

http://en.wikipedia.org/wiki/ClickOnce

PC Client


Even with a headset, the ring tone comes out of the PC speaker. What can I check?

Windows 7 (and some other versions of Windows) has the concept of a default playback device and a default communication playback device. If you have more than one audio device e.g. headset and internal speakers, it is possible that your PC is not set up as you would like.

The default communication playback device is used for communications such as calls or

video conferences

The default playback device is used for everything else (if the default communication

device is defined)

To check this:

1. On your PC, right-click on the speaker icon in the Notification Area and select Playback

devices.

The Sound dialog opens with the Playback tab open and a list of devices. The Set Default button at the bottom has a down-arrow indicating that there is more than one default setting. Clicking the down-arrow shows the options.

2. Do one of the following:

a. To use the same device for all audio functions, select a device from the list and then click Set Default.

b. To set different default devices, select a device from the list and then click the down-arrow and select an option. Repeat this step for another device and the other default option.

3. Click OK.

Note: You can also check your microphone default settings in the Recording tab.

How can I create new coSpaces?

PC Client users can create a coSpace, and add a Video Address and a Passcode. The SIP dial-in URI is automatically created; however, you can enter a preferred SIP URI and the Acano solution will automatically ensure that it is a unique URI for the domain. This means users can create coSpaces and email the SIP URI so that others can join. This makes it straightforward to bring SIP endpoints into your coSpace.

How do I add a person to a coSpace on my PC Client?

1. In the Acano PC client, click on the appropriate coSpace.

2. Click

3. Click Edit coSpace from the bottom of the resulting pane.

4. Type names at the end of the list to add them to the coSpace. (You can also click on the members to remove them.)

5. Click Save.

PC Client


What does the message “No network connection” mean on the PC Client?

If you can reach external sites through your browser, but on logging in using the PC Client you see the following message:

"No network connection. Check your connection and try again."

There may be a firewall issue. Make sure that port 5222 is open.

How do I download a log file on my PC Client?

If you experience an issue during a call you can download a log file to send to Acano support as follows:

1. In the PC Client In-Call view, click .

2. Click .

3. Click Save diagnostic information.

4. Describe your issue and click Save.

5. Select a directory in which to store the file and click Save.

Your description and a number of pertinent technical details are saved in a file in the chosen directory. The filename is of the form acanodiag_date_time.log.

At the same time a log is created on the Acano Server so that issues can be looked at from the server’s view also. To download the log, log in to the Web Management Interface and you will see an entry with your user name in the Status > General page, Call Diagnostic Logs section. Click Download for that log file.

How do I obtain log and crash files for Acano Support on the PC Client?

In the unlikely event that you encounter a PC Client crash, go to C:\Users\<your name>\AppData\Roaming\Acano and email [email protected] the most recent files along with your full contact details. There may be more than one file with the same time stamp for each event: send them all.

Can I zoom in on the content pane on my PC Client?

Yes. When in a call in which another participant has shared an application, you can zoom in and out in the pane to resize the content using CTRL and the mouse wheel. This is not possible with the video panes.

How do I control bandwidth on my PC Client?

You can set the bandwidth the PC Client uses by going to User Settings >Settings > Advanced, at the bottom there are transmit and receive settings. It may be sensible to set lower values than the Acano Server allows, if there are local network limitations. (The Acano Server has several bandwidth settings on the Web Admin Interface Configuration > Call settings page.)

PC Client


Do I need an Aero theme on my PC?

If you are running the PC Client on a Windows Vista or Windows 7 machine, then do not disable the Aero themes. They are more than just “look and feel” and choosing a different theme may affect performance and sharing.

Does the PC client work on Microsoft Surface tablets?

We believe that the Acano PC Client should work on any "Surface pro" tablet because these are “full” Windows 8 devices with x86 processors; however, we have not tried it ourselves.

The PC Client will not work on Surface RT.

If I mute the microphone during a PC Client call will it be unmuted when the call finishes?

If you mute your microphone while in a call on the PC Client, then leave the call and exit the client without unmuting, the microphone remains mute at the system level.

The mute status is the status of the underlying device in the PC client (for example, if you mute in our client you can unmute the microphone in a different application such as Skype).

Why can't I see the Acano icon in my Windows taskbar?

Using the Windows “Pin to Taskbar” feature on the Acano icon in the taskbar, is known to cause issues with the Acano client, such as loss of the Acano icon from the taskbar. Right click on the frame that had shown the Acano icon, and select "Unpin from Taskbar". The Acano icon should return to the taskbar.

I am trying to upgrade my Acano client, but the older version of the client hasn't been completely removed?

Using the Windows “Pin to Taskbar” feature on the Acano icon in the taskbar, is known to cause issues with the Acano client, such as the incomplete removal of older versions upon upgrade. Right click on the frame that had shown the Acano icon, and select "Unpin from Taskbar". Then remove the older Acano client using the Windows “Uninstall” feature, before installing the newer version of the client.

iPad Client & iPhone Client


4 iPad Client & iPhone Client

What does it mean when I see “Acano (Recording)” on my iPad Client?

This message is displayed at the top of the screen when the Acano client is running but you have moved away from the application e.g. to look at your calendar. The Acano client is not recording any video or audio: the message is just an indication that the microphone and camera are in use. Acano is looking to make the wording here more user friendly but this may not be entirely under our control.

Can I zoom in on the content pane on my iPad Client?

Yes. When in a call in which another participant has shared an application, you can pinch/expand the pane to resize the content. This is not possible with the video panes.

Can I hover to see who is a video pane on my iPad Client?

Yes. When in a call in with several participants, select and then to display the Participant list. Now hold your finger over a pane and you will see that participant’s entry highlighted in blue in the list.

Can I delete a participant from a call on my iPad client with a right swipe?

Yes. When in a call in with several participants, select and then to display the Participant list. On the participant’s entry in the list, swipe to the right to display the Remove button and select it.

Can I move the self-view on my iPad client?

Yes. Drag and drop as normal.

How do I obtain the log file for my iPad/iPhone client?

To download the log/crash file, sync the iPad or iPhone with iTunes on your PC or Mac; the crash reports are stored at:

On Windows 7: C:\Users\<user_name>\AppData\Roaming\Apple computer\Logs\CrashReporter/MobileDevice

On Mac: ~/Library/Logs/CrashReporter/MobileDevice

My audio is not working on my iOS client after upgrading to iOS7. What can I check?

After upgrading to iOS7 you have to specifically allow the application to use the microphone, this is a new iOS feature. If you do not enable the microphone, then when you try to place a call the Acano solution displays the “red banner”. On your iOS7 device, go to Settings > Privacy > Microphone > Acano and select the setting to allow the Acano solution to use the microphone.

iPad Client & iPhone Client


How do I obtain the log file for my iOS client?

You can get some logs at ~/Library/Application Support/caches/com.acano.client/

What should I check if my audio is off?

If you are using an iPad go to Settings > Privacy > Microphone and ensure Acano is set to On. (An iOS 8.0.1 patch has been reported as changing that setting.)

WebRTC Client


5 WebRTC Client

Which devices have been tested for the WebRTC Client?

Windows PC running Windows 7/8

Apple Mac machines running v28.0.1500.72

We welcome feedback from testing on other WebRTC-enabled devices such as Samsung Galaxy S3, Android Tablets and Chromebooks devices, but Acano does not officially support additional devices yet.

How do I download a log file on my WebRTC Client?

If you experience an issue during a call you can download a log file to send to Acano support as follows:

1. In the In-Call view, click .

2. Click .

3. Click Show diagnostic information.

4. Right-click and select Save As. Choose a directory in which to store the file and click Save.

By default the filename is of the form web_client_debug.html.

How do I replace the image and logo on the WebRTC login page?

From R1.1 you can specify a remote HTTP or HTTPS URL for an image that the Web Bridge will use in place of the default Acano WebRTC login image (currently of a man in a boat). The image file must be stored on a web server that the Acano Call Bridge (not the Web Bridge) can reach without needing to supply a password.

Use the new Custom Background Image URI field in the Web Bridge section of the Configuration > General page to specify the image starting with http:// or https://.

The Call Bridge retrieves the image and pushes it to the Web Bridge to be served as the background image for the WebRTC login page. In the event of a failure (for example, if the

WebRTC Client


configured URI can't be reached or the image retrieved) an alarm is displayed in the Web Admin Interface and on the API "/system/alarms" node, but users can still log in.

Similarly, the Custom Login Logo URI field in the same Web Admin Interface page (see above) allows you to replace the Acano logo in the WebRTC login page.

WebRTC background image -- Can be any image mime type that is supported by the browser (for example, JPEG and PNG). The image size must be 500Kb or less. There is no limit to the # of pixels. The WebRTC logo image has the same restrictions as above. It can be any image type so long as it is not over 500Kb. Size it accordingly (height and width) to suit your needs.

Is there a tool I can quickly use to check WebRTC support on my PC?

A good starting point is to go to https://apprtc.appspot.com using Chrome. If you see a self-view this validates that Chrome can access your camera and microphone, that STUN packets are not being blocked on the part of the network visiting that site and that the capabilities of the device will cope.

Then copy and send the link shown at the bottom to someone and initiate a point-to-point call with live two-way audio and video.

Success of these tests indicates that WebRTC calls with the Acano solution should also be successful − if you have the same firewall configurations between the Acano solution and the browser as you do between the two browsers in the call.

Should any of these tests fail, PC or network issues should be investigated. This site does not provide much feedback; however, Chrome WebRTC implementers are adding ways to retrieve information such as packet loss and bandwidth estimates. When this happens, we will be able to display these statistics so that you don’t have to go to chrome://webrtc-internals. Timescales for this feature are currently unavailable.

I can’t connect a device when a guest in a coSpace using WebRTC. What can I check?

If you can connect a device when you sign in using your Acano username/password in the WebRTC client but cannot when you are a guest, check the following:

1. Sign in to the Web Admin Interface and go to Configuration > General.

2. Ensure that there is a number in the IVR Numeric ID field. (This is the number that the Acano solution will answer and route to the IVR system; be sure that it does not conflict with one of your coSpaces.)

When a WebRTC guest initiates an outbound call in this way, the IVR number is the contact URI used to formulate the SIP Invite. (The Contact header in the Invite looks similar to: Contact: sip:[email protected];transport=tcp) Your SIP Call Control device responds and the call is made.

With no number defined, the Contact portion of the header looks like: Contact: sip:;transport=tcp. Then your SIP Call Control device will not respond to the Acano solution’s Invite and the device is not connected.

https://apprtc.appspot.com/

WebRTC Client


I see “Screen sharing permission was not granted” in Chrome v33 to v36. What should I do?

When sharing a screen from Google Chrome when connected as a guest, if you see " Screen sharing permission was not granted” you need to enable sharing, as follows:

1. Open Chrome

2. Paste the following URL into Chrome chrome://flags/#enable-usermedia-screen-capture

3. Locate thJe setting “Enable Screen Capture Support in getUserMedia(). Mac, Windows, Linux, Chrome OS". (This is about half way down the page so you need to scroll to display it.)

4. Click Enable.

5. Close Chrome completely and re-open it to start using the new setting.

Note: Due to a Chrome limitation, it is only possible to share the desktop not an application. When sharing using Chrome WebRTC from an endpoint with dual monitors, both monitors are shared simultaneously.

Note: Sharing is disabled in Chrome v37. Acano has developed a Chrome extension to return this functionality which is available in Acano solution R1.2.8 or later.

Why does guest login with Chrome WebRTC show inconsistent behavior if the connection to the meeting fails?

Chrome users can join a meeting one of two ways:

By typing join.example.com in the search bar, they are presented with the home screen. This has two fields; meeting ID and name. They complete both fields and are entered into the meeting

By typing the entire meeting string https://join.example.com/index.html?id=8964459169, they are presented with a screen to enter their name. They complete the name field and they are entered into the meeting

In the event that a user cannot enter the meeting successfully, they are dropped back to one of two screens depending on the stage at which the issue occurs

If the WebRTC Client fails during 'Loading...', users drop back to Enter the coSpace callID page; that is, the client does not retain the full meeting string in the search bar, and the user is presented with both fields, meeting ID and name

If the WebRTC Client fails while 'Connecting...', users drop back to 'Enter Your Name'; the client retains the full meeting string in the search bar, and only their name is required to retry

Audio is very faint, is there a workaround?

If your WebRTC audio is very faint and must be cranked all the way up to hear participants but on an Acano client, the audio is fine, this is a known issue with Chrome on PCs, mostly having to do with the way it handles AGC.

A workaround is to disable the Communications option on the Windows Playback Device properties. For example, on Windows 7 right-click the speaker icon from the Task Bar and select

https://join.example.com/index.html?id=8964459169

WebRTC Client


Playback Devices. Then go to the Communications tab and set the Communications option to Do Nothing.

Windows knows Communications is active and thus reduces the volume by 80% but this is unnecessary when using Chrome. Changing this setting bring the levels up to the same as those heard in the Acano PC Client. (This should work without rebooting the PC, but occasionally a reboot is required for the new setting to take effect.)

What can I do about acoustic echo lasting for many seconds and heard by all other participants?

The WebRTC client may introduce acoustic echo e.g. when in hands-free mode. However, the Acano solution has no control over the Echo cancellation on the WebRTC Client: this is a function of the browser.

Call button does not turn to green after typing any character on WebRTC client. What can I check?

Currently there is a small difference in behavior between PC Clients and WebRTC clients on Chrome: on a Chrome WebRTC client after clicking +Call and entering characters, you need to press Enter before the Call button becomes active while on the PC Client it is active as soon as you start entering characters. This is due to the way in which Chrome WebRTC works, but may be fixed in an upcoming release.

WebRTC guest users can access coSpace chat messages – is this correct?

WebRTC guest users connected to a coSpace can see the persistent chat messages from this coSpace sent before they connected; up to the 10 most recent messages from before they joined are visible. However the guest user cannot display any earlier messages.


© 2015 Acano (UK) Ltd. All rights reserved. This document is provided for information purposes only and its contents are subject to change without notice. This document may not be reproduced or transmitted in any form or by any means, for any purpose other than the recipient’s personal use, without our prior written permission.

Acano and coSpace are trademarks of Acano. Other names may be trademarks of their respective owners.

Documents

Acano Solution V1.3 Client Support FAQs · PDF fileAcano Solution R1.3: Acano Client Support FAQs 76-1038-03-J Page 6 ... Occasionally when using the WebRTC client on Chrome echo cancellation