If you have been unable to download and install the client software you may not have administrator rights on your PC or Mac. Login to your PC again as Administrator or in a corporate environment request support from your IT department.

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. Click here for more information.
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 The software drivers on your PC might be out of date.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.

The Configuration button is normally grey but changes colour to red to indicate that a problem has been detected that may be affecting video or audio quality. Click the button to open a window that displays a message indicating the possible cause of the problem.)

You may be experiencing reduced bandwidth on your internet connection. Wi-Fi connections and mobile broadband are susceptible to this. If you have any other CPU intensive applications running on your computer close them while you are in a video meeting. Use the Configuration button on the toolbar and the Show Conference Status button to check both your available bandwidth and CPU status. Remember that the problem may be with another participant in the meeting so check to see the picture resolution and frame rate your are receiving from each participant.

You may be using audio equipment that does not have echo cancellation built in. VuCall has been designed to operate ONLY WITH USB CONNECTED AUDIO DEVICES.  Please ensure that all parties on a VuCall video call or conference have a recommended USB headset or USB speakerphone. VuCall cannot provide support for problems caused by using unapproved audio devices.

Click here for information about the recommended accessories. Check the audio tab on the Configuration tool to see which speaker and microphone the system is actually using and change it if necessary. If you are using a speakerphone check it has not been covered, by a paper for example. If you continue to experience a problem check the box marked “Echo Cancellation” on the audio tab of the Configuration tool.

There are several factors that affect your overall quality: internet bandwidth, computer processor and memory, webcam quality, lighting conditions. Check the recommended specifications and also ensure you have good direct lighting on your face. Finally check the video tab on the Configuration tool and ensure you have selected the Best Overall Quality setting. This allows the system to dynamically optimise video quality.