Troubleshoot

Video Issues

Unable to Open or access camera. There are several reasons that might cause a camera not to open. Please follow the following steps.
  1. Check whether the camera permission is turned on. Both Android and iOS systems have a runtime permissions function, which you can check in the System Settings.
  2. Check whether there is any other application using the camera currently. Close the other applications, restart your phone, and then try again.
  3. Check whether there is any camera hardware issue. Start the system built-in video camera to test whether you can record.

Audio Issues

Echo
Echo is the phenomenon that causes a caller to hear themselves after some milliseconds during a session. This is a quite annoying experience and can destroy a complete call. Sources of echo are numerous.
  1. The first source is something normal called sidetone. In the old phone based end points, when you talk, an amount of your voice is looped back to you so as to allow you to hear yourself. This is part of the design of phone systems to make the call appear more real. There is no problem when the sidetone is heard at the same moment you are speaking, but due to problems in hardware in phone sets, lines or software, the sidetone may be delayed, in which case you hear yourself after some time. In the cloud based systems, side tone typically results when the end point subscribes to own loop back stream.
  2. Another source of echo is the recording of calls, during which the echo is produced when the sound that is emitted by the speakers are being recorded (and input) by the microphone. It can also be produced when your sound driver is recording all the sounds you hear. In order to determine which one of the two you are producing, do a simple test. Turn your speakers off (set the volume to zero). If the echo stops (your correspondent can help say whether it does), you produce the first one, else the second. If you have the first type, it is nearly impossible to fix it, but you can reduce it considerably if you take certain precautions like getting your microphone as far away as possible from your speakers, avoid using speakers but instead use earphones or headsets, and choose headphones that have echo cancellation with good shields. If you have the second type, you just have to configure your sound driver so that your microphone is the only recording input device
Getting Rid of Echo
First, try to know whether the echo is from your phone or from your correspondent's of from the provider. If you hear yourself on every call, the echo is your problem. Else, it is on the other side, and there is nothing much you can do. EnableX rooms ensures that the loop back video for the publisher stream is not sent back to the application by default in the active talker enabled room. However, in the room enabled in the non active talker configuration the client end point can subscribe to all streams including his own remote stream. In such cases, it is expected that the self subscription to own individual stream should be disabled in the client side code.
    Additional guidelines
  1. In a multi way call, try isolating the user who is causing the echo by asking users to mute.
  2. Ensure the users in the session are in separate physical locations.
  3. On the windows platform, the monitoring microphone checkbox should be unchecked.
If your phone or tablet or computer is generating the echo, try the following:
  • Make sure there is only one microphone working.
Voice clipping

Voice clipping, in the sense used here, occurs only when active talker mode is used. It results from the VAD (voice activity detection) algorithms which prevents transmission of the beginning of words, because the VAD is slow to recognize them, or the soft endings of words. Unlike undisguised dropped frames, which produce randomly distributed gaps in the transimitted audio, the voice clipping that consistently occurs at the beginning and ending of active talker changes, leaving some spoken words undistorted, but incomplete. Because of the redundancy in spoken language, this kind of word clipping does not greatly affect intelligibility of speech.

Long delay in Audio

In a voice based service like EnableX, user perception of quality is affected by transmission delays in ways that depend only on the round-trip delay. Such round-trip delays substantially affect user perception of the incidence and/or severity of echo. Another deleterious effect is conversational disruption, which can result from inordinately long round-trip delays. In normal face-to-face conversations the exchanges of speech take on a rhythm that sets the conversationalists’ expectations of the time that will lapse between the last word spoken in the articulation of something expected to produce a response and hearing the first word of the response. Over a IP connection, the perceived conversational delay of this kind is the round-trip delay. Any substantial increase in round-trip delay result in unexpectedly long delays between the articulated stimulus and the audible response. Such unexpected delays are well known to be disconcerting, resulting in what are perceived to be “awkward silences,” or causing unwarranted attempts to reiterate the stimulus for a response. Since the likelihood of such disruptions to conversational rhythms increases with the magnitude of the round-trip delay, increases in transmission and/or handling time will increase the likelihood that users will find sessions whose quality is otherwise excellent to be “unusable,” “difficult,”. If you are experiencing such issues , please contact the customer support

Audio not heard
My audio cannot be heard by remote users or I cannot hear the remote users
  1. Check whether you have muted yourself or others by mistake.
  2. Check whether you have called SDK API to mute the audio.
  3. Check whether the recording device can record the audio content.
  4. Check whether the moderator has muted your audio referred as HardMute. If moderator has muted the subscriber audio then it cannot be overriden by the subscriber.
Noise
Confirm whether the noise still exists after performing each of the following actions:
  1. Check and ensure that all participants are in separated physical environments(not near-field test).
  2. Try to locate that the noise is originated from which user.
  3. Adjust or change the recording device. For example, check whether the headset is plugged in properly, change a new headset, or switch the other audio route and etc.
  4. Try to avoid communication in a environment with noisy background.
How Enablex handles Bandwidth Management

EnableX platform believes the voice is still a prime resident in video conferencing. The platform intelligently takes the decision based on the available bandwidth on the subscriber side. As an algorithm, platform will try to reduce the number of video streams that are received from server to the client.
If endpoint is receiving 6 streams and if the system learns that there is not enough bandwidth for these 6 streams, system will automatically reduce the number of streams to lesser number of streams that are more appropriate to the available bandwidth… until it may convert the call to audio only call.

In order to make ensure about user experience, platform will always send 3 audio streams irrespective of the bandwidth availability.
To explain the transition please refer the table bellow:


Available Bandwidth Number of Active talker received Audio and Video receivers Audio Only receivers
1.2 MB 6 6 0
1 MB 5 5 0
800 KB 4 4 0
600 KB 3 3 0
400 KB 2 2 1
300 KB 1 1 2
200 KB 0 0 3

From above table, at 200 KB bandwidth end point will be able to participate in n-may call (n may be up to 50) but only receive 3 audio streams of last 3 active talkers and no video streams. In order to help developers to inform end user about the degrading bandwidth, EnableX platform will deliver an event “bandwidth-updated” along with the learnt bandwidth.