If you have successfully downloaded and installed the client software and logged in but are unable to connect to a meeting or direct call, check the following possible causes and solutions.

1. Your firewall is blocking the video. To see if this is the case and you are not in a corporate environment you could temporarily turn off your firewall to see if you can then connect to the VuCall service. The solution is to open up open up the required ports of the firewall. VuCall uses TCP 80, 443, 10000, 17990, 17992, 50000 and UDP 50000-65535.
2. The CPU in your PC or Mac might be below the minimum requirements to run the application. To find out your PC specification run the Dxdiag program from Windows Start Menu. For a Mac click the Apple logo and About This Mac. Compare the results with the information here.
3. The software drivers on your PC might be out of date.  To find out more information about your PC run the Dxdiag program from Windows Start Menu. Update the drivers if necessary. For a Mac click the Apple logo and click Software Update.

If you need help to interpret your PC or driver status email the information to support@vucall.com (output from Dxdiag can be saved to a file and then emailed). Alternatively use the "Ask a question" form on this page.

You should not need to make any changes to your router settings. However you may want to note that the following ports will be used: TCP 80, 443, 10000, 17990, 17992, 50000; UDP 50000-65535. VuCall can provide more detailed technical information on request. Please use the contact form.

In most situations VuCall will successfully navigate your company’s firewall without any intervention. The proxy solution operates where you don’t have control over the firewall or your company’s policy prevents the necessary ports being opened. The client application will first attempt to negotiate UDP ports with the server hosted by VuCall. If they are closed on your company’s network the proxy solution will achieve a secure connection by tunnelling on port 443 using industry standard TCP. The client application can detect if firewall blocking is taking place and switch to the proxy configuration automatically.

The default setting on the Network tab of the Configuration tool is to set the VidyoProxy to Automatic. This will allow the system to determine whether a proxy is needed to allow tunnelling through your network firewall. However if you know your firewall configuration you can manually override the auto-detection. If your network uses a web proxy your system may perform better by entering those details. Check the box marked Connect Using Web Proxy and select Automatic if you have the proxy address details set up in your browser.

For more information click here .

VuCall uses TCP 80, 443, 10000, 50000 and UDP 50000-65535. VuCall can provide more detailed technical information for router configuration on request. Please use the contact form.

Some security updates, including anti-virus software updates, can make changes to your PC's firewall settings. These security updates may take place automatically in the background while you are running other applications.

If your connectivity to VuCall is unexpectedly blocked or becomes very slow we recommend that you check whether a security software download has taken place recently and if so check check your PC firewall configuration.