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Welcome to the AVC Support page, where you can read our FAQ archive, access downloads, and contact an AVC support professional.
Appia Video Communicator Frequently Asked Questions
Many of the questions you may have are addressed in the AVC User Guides.
What is a hosted video service?
How many sites can participate in a video room?
Does AVC work on a Mac or Linux device?
When I click to join a video session, I cannot connect.
Voice and video are out of sync.
When I try to open AVC, it says that the application is already running, but I can’t see AVC.
I get audio feedback when I use AVC.
The new camera I installed does not appear on AVC’s list of cameras.
No one in my video session can hear me.
AVC (Appia Video Communicator) is a software application that enables you to hold video sessions (video conferences, broadcasts, distance-learning sessions and more) with exceptional quality over an IP network.
What is a hosted video service?
AVC can be implemented in two ways: as a standalone system that you host and manage on your own network, or as a hosted service.
Appia's hosted service takes care of hosting and management for you, leaving you to focus on what you do best: your business. Minutes of use can be purchased on-demand as needed (prepaid) or billed on a monthly basis (postpaid).
How many sites can participate in a video room?
There is a limit of 6 sites (including the host) in a video conference and 128 sites (not including the host) in broadcasts. Ask us if you have greater requirements.
Download AVC and install it as you would any other program.
Open the Windows Control Panel and then 'Add/Remove Programs' (on Windows XP) or 'Programs and Features' (on Windows Vista). Choose 'Appia Video Communicator' and select 'Uninstall.'
VPN connections have considerable overhead, which will adversely affect your AVC experience. If you must use a VPN (and we do not recommend it), set your resolution to 320x240 or lower.
Does AVC work on a Mac or Linux device?
Yes, as long as you have Windows emulation software such as Parallels for Mac.
When I click to join a video session, I cannot connect.
Your settings may be incorrect. In the AVC interface, highlight the video room you wish to join, click 'Set-Up,' then click 'Edit' and double-check your settings. It is often a good idea to reenter the password.
This occurs when:
• You do not have enough bandwidth. Lower the resolution of the video you are sending, and turn off any participants you don’t need to see. Also, you will notice that “jerkiness” is greater when you or others in the video session are moving. Limiting your movement will help.
• Your computer’s CPU cannot keep up with AVC. Close down any other applications you do not absolutely need.
Voice and video are out of sync.
This happens most often if a participant has limited bandwidth (e.g., if he or she is sharing an Internet connection at a Wi-Fi hot spot, in an airport, etc.). If this becomes too distracting:
• Ask the sending site to reduce the video resolution.
• Turn off the video from the site that is out of sync (you will still be able to hear the audio).
When I try to open AVC, it says that the application is already running, but I can’t see AVC.
This is usually the result of a software conflict. The best solution is simply to restart your computer.
I get audio feedback when I use AVC.
The reason is probably that the microphone is too close to the speakers:
• Do not use the microphone and speakers in your computer and do not use the microphone in your camera. This is very important: It is almost impossible to achieve quality audio using your computer for audio input and output. Instead, use a USB headset or a speakerphone, such as the ones recommended in the “Audio Devices” section of the User Guide.
• Make sure that any other audio devices are turned off or disabled. Under your Windows Control Panel, be sure to open 'Sounds' and turn off the camera as microphone source.
• If you're using a separate microphone and speakers, position the microphone and speakers as far away from each other as possible.
Open your 'Local' video window and make sure that your 'Send Video' button has a green border around it. If it doesn't, click the 'Send Video' button to activate; the green border around the button will show you that it's working.
If you still cannot send video, your camera may not be installed correctly or it may be a camera that is not supported by Windows.
The new camera I installed does not appear on AVC’s list of cameras.
Close and restart AVC. The camera you wish to use must be present when you open AVC. Cameras are automatically detected only when AVC starts up.
AVC has an automatic time-out feature to protect against hosts forgetting to close a session. You can reset the duration of the conference by clicking on the clock at the top of the 'Manage a Video Room' tab.
No one in my video session can hear me.
First, make sure that the 'Mute' button on AVC is off. Your audio is muted if the 'Mute' button on the 'Manage a Video Room' tab has a green border. Click 'Mute' to remove the green border. If that does not solve the problem, double-check your audio device settings.
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