Troubleshooting issues with the Sametime web audio-visual plugin

Consider these guidelines to help users troubleshoot the Sametime® web audio-visual plugin.

Installing the plugin

  • The plugin works only with Internet browser (32-bit) on supported 32-bit or 64-bit operating systems (32-bit certifications only).
  • The plugin can be installed on the client by any user. If the plugin is installed using the Administrator account, verify that the plugin installed into %WINDIR%\Downloaded Program Files folder, then uninstall the plugin and install the plugin again without using the administrator account.
  • If a new profile is created for Firefox on a Mac client at a non-default location, the plugin installation will not succeed. Modify the path to an absolute path for newly created profiles in the Firefox profiles.ini file.

Issues with using the plugin

The meeting moderator sees the "Waiting for moderator" message in the Conferencing Panel upon entering his or her own meeting room.
Clear the browser's cache, restart the browser, and then join the meeting again.
The message "Video Starting" appears, but the call does not start.
Take the following steps to ensure the connection can be completed:
  1. Make sure that only one browser instance (tab or window) is opened for the Sametime Meeting Room client (a Sametime client cannot attend multiple meetings at the same time).
  2. Exit the client.
  3. On the client workstation, check the sip.log file to determine whether the client was able to register with the Sametime SIP Proxy/Registrar.

    Find the log in the Logs directory:

    Microsoft™ Windows™ XP: %APPDATA%\IBM\Sametime WebPlayer\Logs

    Windows Vista and Windows 7 and 8: %USERPROFILE%\AppData\LocalLow\IBM\Sametime WebPlayer\Logs

    Mac OS X: $HOME/Library/Application Support/IBM/Sametime WebPlayer/Logs

    1. Look for a 200 OK message from the SIP Proxy/Registrar.
    2. Search for Message In -> SIP/2.0 200 OK and CSeq: 1 REGISTER:

      If the 200 OK message was received from the SIP Proxy/Registrar, then check the Sametime Proxy Server log for an indication of why the client registration failed.

      If there was no 200 OK message received from the SIP Proxy/Registrar, then verify that the client can telnet to the server as described in the next step.

  4. Test the telnet connection to the SIP Proxy/Registrar server by opening a command prompt on the client workstation and running the following command:
    telnet SIP_hostname_or_IPaddress port

    for example:

    telnet 10.10.10.10 5080

    If the client can telnet to the server, check whether the SIP Proxy/Registrar server received the REGISTER request (using a network sniffer or WebSphere® traces).

    If the client cannot telnet to the server, check your network Connections.

The user's status disappears in the meeting room.
Refresh the page or exit and then re-enter the meeting.
If remote video is not rendering and a user pauses the video, "Hide My Video" does not hide the local video.
Refresh the page or exit and then re-enter the meeting.
The audio-video plugin may experience problems if Gmail, Skype, or Net Meeting applications are running.
For best results, exit those applications before entering the Sametime meeting room.
If a user attempts to join the same meeting from two types of clients, the attempt from the second client will be unsuccessful.
Leave the Meeting room from one client before joining the other.
Audio and video are not working as expected.
Make sure that the appropriate latest sound and video device drivers are installed on the client computer.
The user sees a Conferencing Panel disabled in an A/V-enabled Meeting room or does not see live names.
Refresh the browser page. If that does not correct the problem, contact the administrator to make sure all Sametime servers are running and configured properly.