Support

Sometimes a crash report is required from a user to resolve an issue. In such cases follow the steps below to send us your mdmp file.

Here's how to find it

1. Click on insert file (from your email program)
2. Go to My Computer
3. Go to Local Disk
4. Go to Program Files
5. Open the folder for Dell Video Chat
6. Select Dell Video Chat.mdmp
7. Then Insert
8. Then Send

Note - While "My Computer/Program Files/Dell Video Chat" is the default install location for Dell Video Chat, some users may choose to install Dell Video Chat at a different location. If this is the case, Step 4 will be the location you have chosen on your system

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Dell Video Chat freezes or lockups are usually a video card issue..

Here are steps to take to resolve this issue.

Find your video card manufacturer's website, and ensure you have the latest drivers installed.

Older drivers versions may not have certain features Dell Video Chat and other multimedia applications need to display video properly. You can find out your video card name and manufacturer by using these steps:

1. Right-click on any open area of your desktop.
   
2. From the resulting menu, select Properties.
   
3. In the resulting Display Properties window, select the Settings tab
   
4. Your video card will be listed under the Display Section in the Settings section.

Your video hardware acceleration level is not set to full.

By default, Windows sets your video hardware acceleration to full. This is the default optimal setting, and allows Windows applications to fully utilize your video card's capabilities. Certain situations can occur in Windows that will set the acceleration to a lower level, thus preventing Dell Video Chat and other multimedia applications from performing correctly. To reset your video hardware acceleration back to full, perform these steps:

1. Right-click on any open area of your desktop.
   
2. From the resulting menu, select Properties.
   
3. In the resulting Display Properties window, select the Settings tab
   
4. Click on the Advanced tab in the lower right hand corner.
   
5. In the Advanced tab, click on the Troubleshooting tab.
   
6. In the Troubleshooting window, set the Hardware Acceleration Slider all the way to the Right (Full).
   
7. Click OK.

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If you are hearing an echo of yourself when in a call - It is the other party’s setup that is at fault.  If the echo cancellation and noise reduction features of Dell Video Chat are not enabled on either end and one or both sides of the call are not using a microphone that has built in hardware level echo cancellation, echo will be present.

You will hear the echo when you run the Mic test as feedback if you are using speakers/open mic instead of a headset. 

No echo canceller is perfect or works 100% of the time.  There are some things you can do to improve conditions, which are detailed below.  The best thing to do for reducing echo is to use headphones or a headset. If you can't do that, try getting a USB speakerphone that has built in hardware level echo cancellation (like the Clear One Chat 50).

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Sometimes the “cookie” for Dell Video Chat gets cleared from your internet browser causing  the “Get Started/Welcome” screen come up at launch instead of the login screen.    Getting past this is easy.  Look below the “Get Started”  button and where it says “Already have an account? Click here”.    Click on “Click Here” and it will take you to the login screen.  (see image below)

Once at the login screen enter your username and password then click "Sign In"

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Learn about Network Terminology pertinent to Dell Video Chat

• Bandwidth: The amount of information that can be carried from your computer to another. Dell Video Chat needs bandwidth to process this information back and forth during a videoconference. The greater the bandwidth, the greater the speed of your connection and the better your Dell Video Chat experience becomes.
   
• Packets: While bandwidth calculates the amount of information that is carried back and forth, packets are source in which this information is stored. During a videoconference, audio/video packets are being sent back and forth between both computers. When packets are lost on either end, the video quality and speed can become degraded.
  
• MTU: Maximum Transmission Unit, or the maximum amount of data that can be sent across an interface without being broken up into more than one message or packet. Often times, larger packets are not received in their entirety and become 'fragmented'; many firewalls and routers will not allow fragmented packets, so these packets are dropped causing choppy audio and poor video during a Dell Video Chat video call. By reducing the MTU size, we tell Dell Video Chat to send smaller packets, thus reducing the likelihood of packets becoming fragmented and being dropped.  However, it is typically not necessary to change the MTU size.
  
• Upload (kbps): The speed in which you are able to send files to another computer. During a videoconference, your upload speed determines the quality and speed of video you are sending out to other parties.
  
• Download (kbps): The speed in which you are able to receive files from another computer. During a videoconference, your download speed determines the quality and speed of video you can receive from other parties.
  
• Latency: Latency is the time lag between the time it takes for packets (information) to be processed and received. During a video conference, excessive latency from one computer to another can result in one party being out of synch with the other.
  
• Firewalls: A firewall is a hardware and/or software boundary that prevents unauthorized users from accessing restricted files on a network. Dell Video Chat has developed a proprietary method of negotiating firewalls without being intrusive.
  
• Ports: Each firewall boundary is made up of individual ports that allow the user outside access to certain areas of the internet. For example, all internet website traffic generally goes through port 80. This port is generally left open by default on most routers. Dell Video Chat uses ports 9000-9005 by default.
  
• Port Forwarding: Port Forwarding is a way to configure your firewall to negotiate incoming and outgoing connections. You can allow certain ports to be open for specific applications without completely disabling the firewall. In some cases, you may want to configure your firewall for use with Dell Video Chat.

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Dell Video Chat Video Mail playback in client (Dell Video Chat interface) requires “Flash”.  If you’re not sure whether or not Flash is installed on your system, visit this website (http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash) to download the latest version.   
 
You also need to make sure that javascript is enabled in your web browser.   Instructions are available online for various browsers

Once you’ve upgraded/installed restart Dell Video Chat (Exit first) and try viewing again.
 
Please contact Dell Video Chat Support if you’re still having problems.

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XP
 

1. Go to your Control Panel (usually accessible via the Start Menu)
2. Double-click System
3. Select the Hardware tab
4. Select Device Manager
5. Select Display Adapters
6. Your video card will be listed here.   Use this information to go to the manufactures website and update your video card drivers.  Then select “Display Settings”. 
    

Vista

1. Go to your Control Panel (usually accessible via the Start Menu)
2. Double-click System and Maintenance
3. Select Device Manager
4. Select Display Adapters 
5. Your video card will be listed here.   Use this information to go to the manufactures website and update your video card drivers.  Then select “Display Settings”.
   

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