Troubleshooting Jabber Video

Last Updated: Jul 11, 2017 04:31PM CEST

We update this section regularly so if you have a question/comment that you can not find an answer to, please create a support request and we will get back to you as soon as possible.

Trouble with signing in
If you have trouble signing in and are getting messages like "can not find server" or "connection rejected by server" the communication from Jabber Video to our infrastructure is most likely being blocked by your firewall (although such errors could be related to local DNS or other restrictions as well). In such cases, contact your network administrator and refer him/her to the network configuration section.

In cases where Jabber Video tells you that you are using "wrong username, password and/or domain", please double-check that you have typed in the correct username and password. If it still fails, then you must check sign-in settings- these must be correct in order to contact the right servers. There is a tool icon on the login-window of the Jabber Video client, click on it an select sign-in settings. Compare the output in your client to these:

Jabber Video sign-in settings:

Internal server: provisioning.videonor.net
External server: <empty>
SIP Domain: provisioning.videonor.net

If you do not have these settings you can obtain the latest release from the download section.
Before upgrading, read this

Those using older versions might see other sign-in settings like these:

Customers outside of Norway (and users on "start.videonor.no")
Internal server: comprov.videonor.net
External server: <empty>
SIP Domain: provisioning.videonor.net

Norwegian customers
Internal server: vcnprov.videonor.net
External server: <empty>
SIP Domain: provisioning.videonor.net

Installation fails or fails to start
Jabber Video requires certain openGL features and this can trigger an error on computers with very old drivers for their gpu. If installation fails with a reference to missing opengl-capabilities, try updating the driver for your display adapter/graphics card. If you are using a USB-based port replicator for your displays, the replicator will have an onboard gpu doing the work. In such cases, make sure the port replicator can do at least openGL v1.2 or more recent.

Jabber Windows does not share the entire window
Jabber Video currently does not work too well with high PPI scaling in Windows so we recommend disabling this if you are using Windows 10. Find the shortcut to Jabber Video (or the .exe file), right click it and select "properties". Then select "Compatability" in the menu that pops up. There should be a setting beneath "settings" named "override high PPT-scaling". Check this box, click ok and restart Jabber Video. The far end should now see your entire presentation.

Packet loss, poor quality or "no video from far end"
If you are experiencing severe packet loss or poor quality, you should consider the following:

  • Wireless networks often incur notably more packet-loss than a wired link. Whenever possible, stay on wired connections.
  • What is your WAN bandwidth at your location? Many locations use ADSL type connections and these usually have good inbound capacity but very limited outbound bandwidth. We recommend a minimum of 768kbps of available bandwidth for each call.
  • Does your computer have strong enough hardware? Encoding video is not trivial work for a CPU and if it is unable to keep up, you might see reduced quality and, in severe cases, loss of lip-sync or call teardown.
  • Problems with not receiving video from far end is usually caused by firewalls, routers or misconfiguration on endpoints. It can often be hard to pin the exact culprit in such cases, but a few test calls to other endpoints at other locations should give you hint as to where one should start looking.

As previously stated- please submit a request if you have questions or suggestions about troubleshooting that you did not find an answer to in this guide.
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