Audio Only Mode

If you are in 'Audio Only Mode' SightSpeed has determined that your video card does not support our video display modes, or that your CPU usage is too high to support the video in software mode. You should try running the Video Optimizer test again to fix this.

To test your video card again, click on the Menu button at the top right of the console and select Camera Settings, then Video Optimizer from the menu on the left.

 
Then click on the Begin Optimization button to start the test.

 

Please note that the Video Optimizer tests the amount of strain on your CPU for various video rendering systems, and if it detects a high CPU load it will fail the test. For this reason you should make sure that you are NOT running any other programs in the background and that you do not have any distributed computing software running (such as SETI@home or FOLDING@home, etc) when running the Video Optimizer.

If you continue to experience problems and your system hangs on the Video Optimizer, it may be necessary to update your Video Drivers.

You may decide to force your computer to display video.

SightSpeed Freezes

SightSpeed freezing or lockups are usually a video card issue.

Here are steps to take to resolve this issue.

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

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

a. Right mouse-click on any open are on your desktop.
b. From the resulting menu, select Properties.
c. In the resulting Display Properties Window, select the Settings Tab
d. Your video card will be listed under the Display Section in the Settings Section.

2. 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, preventing SightSpeed and other multimedia applications to perform correctly. To reset your video hardware acceleration back to full, perform these steps:

a. Right mouse-click on any open are on your desktop.
b. From the resulting menu, select Properties.
c. In the resulting Display Properties Window, select the Settings Tab
d. Click on the Advanced tab in the lower right hand corner.
e. In the Advanced menu, click on the Troubleshooting Tab.
f. In the Troubleshoot window, set the Hardware Acceleration Slider all the way to the Right (Full).
g. Click OK.

Network Terminology

Learn about Network terminology pertinent to SightSpeed:

Bandwidth: The amount of information that can be carried from your computer to another. SightSpeed 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 SightSpeed 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 SightSpeed video call.. By reducing the MTU size, we tell SightSpeed 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 user from accessing restricted files on a network. SightSpeed 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. SightSpeed 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 SightSpeed.

Connecting SIP Compatible devices to SightSpeed

 

If you want to attach a SIP compatible device to the SightSpeed network here are the primary configuration options that you need:

Server (Registrar, Proxy, Presence): sip.sightspeed.com
Port (Registrar, Proxy, Presence): UDP port 5060 or 5062
Username: Your SightSpeed ID
Password: Your SightSpeed Password
Realm (if needed): sip.sightspeed.com
XCAP Server: xcap.sightspeed.com
STUN Server: stun.sightspeed.com

 

Audio Codecs
The SightSpeed software supports the following audio codecs

G.722.1 - Polycom Siren7
G.722.1.c - Polycom Siren14
Speex Narrowband and Wideband
iLBC Narrowband
G.711, G.711u and G.711a

 

Video Codecs
The SightSpeed software supports the following video codecs

H.263-1998  (RFC 2429) @ 176x144, 160x120, 320x240, 352x288
H.263 (RFC 2429 and 2190) - Same resolutions

 

Placing Calls

To call another SightSpeed user - sip: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
To place a PhoneOut call - Use the fully qualified number as the username - ex:

sip:
 This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
 

or

sip:
 This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
 

Do not use 011 or 00 for international calls.

SightSpeed has tested compatibilty with the following devices:

AuPIX AP100
GrandStream GXV3000
LeadTek Video Phones

Echo, Echo Cancellation, Noise Reduction

 

If you are hearing echo of yourself when in a call - It is the other persons setup that is at fault.  If the echo cancellation and noise reduction features of SightSpeed 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 I will detail below.  The best thing to do for reducing echo cancellation 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).

The short list of things to check in your setup.
1. make sure i am in a noisy place is checked at minimum
2. reduce the speaker volume as much as possible in comparison to the microphone volume
3. uncheck i am using a headset (if you have an open microphone)
4. try to move the direct the speakers away from the microphone, and vice versa, insofar as this is possible
5. you can try lowering your microphone volume- however, this has the least effect on echo of all of the above

We are working on improving echo cancellation in general. 

USB Camera and Microphone Problems

 

SYMPTOMS

 

I will start with the symptoms, so you can see whether any of these fit what you are experiencing:

1. Video mail messages sound stuttering or out of synch
2. Camera is unable to start capture or doesn't show up in the device list
3. Camera is able to capture but not at high resolution
4. Video stutters or jitters (i.e. it repeats or shows previous frames)
5. In call your audio and video synchronization are way off
6. Your usb tv device fails to start and you see a test pattern
7. Your usb web camera fails to start and you see a test pattern

Most of these problems won't show up when running through the SightSpeed configuration preferences, because most of these tests don't do audio and video at the same time.

 

TROUBLE SHOOTING USB DEVICE SETUP

 

If you are having issues with your web camera/usb headset/usb tv card setup, here are some basic trouble shooting questions to ask yourself:
1) Does my computer support USB 1.0 or 2.0?
2) Does my camera support USB 1.0 or 2.0?
3) Is my microphone a USB microphone- usually these are USB 1.0?
4) Am I using a USB hub to connect my camera? Are any other USB 1.0 devices connected?

 

RULE OF THUMB FOR CAMERA SETUP

In general, best practices for web cameras is not to run them via a hub- not all the devices on the hub may be USB 2.0, and even if your hub is USB 2.0, it may still have problems with delivering enough data to your computer.  99% of the time web cameras need to be directly attached, especially USB 2 cameras

It is best to plug all high bandwidth devices (such as your web camera) into an outlet directly on your PC.   Make sure that you are plugging your USB 2.0 camera into a USB 2.0 connector, and that it isn't sharing a "root" with a USB 1.0 device, such as most USB headsets. 

It is usually ok to plug your headphones into a hub, but make sure that your hub is connected to a different set of usb root hubs than your camera-you will get the best performance by bypassing the hub of course, and if you experience any of the symptoms I will list below, I would disconnect your headphone from the hub and plug it in directly.

 

WHY THERE IS A PROBLEM: USB 1.0 VS. USB 2.0

The USB question is one of the first things that SightSpeed front line support should ask when they see general camera and microphone problems.

USB connectors on your computer come in sets - older computers usually have one set or "root" with one or two connectors- newer computers have more than one set of "roots", usually one in front and one on the side or back.  On most desktop PC’s each “pair” of outlets is connected to the same internal USB hub. On most laptops each outlet is directly connected to a USB root hub.

The trouble with connecting lots of USB devices is that if you are running a USB 1.0 device on a USB 2.0 connector, it slows all the devices that connect to that set or "root" to USB 1.0.  This is especially common if you are running multiple devices via a USB hub.

Crash Report/.mdmp file

 

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 SightSpeed
6. Select SightSpeed.mdmp
7. Then Insert
8. Then Send

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

 

Sending Support a Debug Log

Sometimes support will need a bit more information from you to help resolve your issue.  In such cases, you may be asked to send us a debug log (a diagnostic report generated by SightSpeed upon login)

 

Sending this report is easy.  Just follow the steps below.

1.  Co to the Actions menu and exit SightSpeed
2.  Then relaunch SightSpeed and attempt to duplicate the action you were doing when you encountered the problem.
3.  Once you've done this, go to the Help Menu and click “Submit Feature/Help Request”
4.  Fill in the fields under Help Request and click "Submit".

 

It may also be necessary to increase the diagnostic breadth of this report by increasing the view level.  In such cases follow these instructions first then the ones above.

1. Login to SightSpeed
2. Press your control key(Apple key for Macs) first then while holding that key down press you “D” key.
3.  Then release.  You should see the box below

 

 

4. Click the up or down arrows next to the level box until you’ve set it to according to the support representative’s instructions.
5. Then close

 

Trouble viewing SightSpeed Video Mail

 

SightSpeed Video Mail playback in client (SightSpeed interface) requires “Flash”.  If you’re not sure whether or not Flash installed on your system visit this website 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

Here's an example - https://www.google.com/adsense/support/bin/answer.py?answer=12654 [^]

 

Once you’ve upgraded/installed restart SightSpeed (Exit first) and try viewing again. 

 

Please contact SightSpeed Support if you’re still having problems

Updating Video Card Drivers

XP

 

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

 

Vista

 

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

 

Mac

 

1. Click on the apple icon on the left side of the menu bar.
2. Select Software update.
3. If there is a software update available, it will be listed for you.
4. Click Install, and your update will begin.
5. If there is no software update available, your system is up to date.
 

 

MicroSoft Home Server

 

 The regular SightSpeed client supports Home Server. The user just needs to set the default call recording directory to a Home Server share and/or save videos to the “Videos” folder on the Home Server for viewing on their Media Center enabled systems

Vista sound problems after the update

 

If you are on the Vista operating system and are experiencing sound issues after the June 18, 2008 update you may need to revert back to the previous sound layer as your system may not support narrow band audio (8 khz).   The link below will initiate the necessary registry edit to re-enable your sound.

Note - you'll need use Internet Explorer to properly access the registry edit link.

 

Click here to resolve Vista sound issue

 

 

 

 

Pop Up Notice

 

You can hide the SightSpeed icon in the system tray if you don't want to see the  popup notice whenever anyone in your contact list goes online/offline or switches status.

Vista:

• Right click on your taskbar and select Properties
• Go to the Notification Area tab and click Customize
• Locate the SightSpeed icon then click the "Hide when inactive" under Behavior column and select "Hide" in the drop down list

XP:

• Right click on your taskbar and select Properties
• Click on Customize
• Locate the SightSpeed icon then under Behavior column select "Always Hide" in the drop down list