Support Topics

USER GUIDE

All you need to know to get going is on the first few pages of the User Guide.

BANDWIDTH REQUIREMENTS

You will need 300 kbps for resolutions up to 440 x 330 and 800 kbps for 1280 x 720. This is for "Up". For "Down" you will need that same bandwidth times the number of video streams you wish to receive.

To estimate how much bandwidth you have:

  1. Go to www.speedtest.net
  2. Select Chicago as the destination on the map
  3. Make a note of the "Up" and "Down" speeds available to you

Speedtest reports bandwidth in mbps, so multiply the results by 1,000 to get kbps. For example, if Speedtest shows that you have 2.5 mbps, you have 2,500 kbps of bandwidth.

Please remember that the results are estimates only. Your specific requirements depend on the quality of your connection, the number of users on your connection, and other factors.

If you don't have enough bandwidth, it's best to turn off the video streams from the participants you don't need to see. Appia Video Communicator allows you to turn video streams on and off as you choose. You will still receive audio from all the participants.

SYSTEM REQUIREMENTS

Laptop or Desktop

Laptop or Desktop

Conference Room

Resolution

Up to 320 x 240

Up to 440 x 330

Up to 1280 x 720

Processor

Intel single core

Intel dual core

Intel quad core

Clock Speed

2.3 GHz or higher

2.3 GHZ or higher

2.3 GHz or higher

Windows

XP SP 3, Vista, 7

XP SP 3, Vista, 7

XP SP 3, Vista, 7

HDD

250 GB or higher

250 GB or higher

250 GB or higher

Memory

2 GB or higher

2 GB or higher

2 GB or higher

MSFT .NET

3.5 SP 1

3.5 SP 1

3.5 SP 1

Audio Card

Physical or onboard

Physical or onboard

Physical or onboard

Video Card

256 MB or higher

256 MB or higher

512 MB or higher

Video Capture Card

Not required

Not required

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Camera

MS LifeCam or equal

MS LifeCam or equal

Sony EVI-HD1 or equal

Audio

Chat 50 or equal or

Chat 50 or equal or

Chat 150 or equal

headset with microphone

headset with microphone

TIPS FOR SYSTEM ADMINISTRATORS AND SOHO USERS

System Administrators

  • Make sure that you will have enough bandwidth to accommodate video services
  • Please add 69.54.76.* to your router and/or firewall access lists
  • Set the MTU at 1,500 if possible; if not, at 1,420. (Lower MTUs increase overhead and therefore bandwidth requirement)
  • Be sure that your routers and switches are set up for quality of service. The settings vary by vendor, so contact your vendor for the commands that need to be entered.

SOHO Users

The best practice is to bypass your router and connect your cable or DSL line directly to the computer you will be using with AVC. DO NOT use AVC over a wireless home/SOHO connection as it usually results in much degraded audio. If you must use a router, choose the factory default settings.

On some routers, the following settings must be disabled:

  • Any SIP settings, including a SIP application layer gateway (ALG)
  • Stateful packet inspection (SPI) firewall
  • If you are having problems and if you are an advanced user: Please ensure that the following ports are neither blocked nor forwarded to a specific destination:

Description Protocol Outbound Port Destination IP Range

Login TCP 80 69.54.76.17 to 69.54.76.33

Client messaging TCP 20202 69.54.76.17 to 69.54.76.33

SIP UDP 20203 69.54.76.17 to 69.54.76.33

Encryption Key TCP 3406 69.54.76.17 to 69.54.76.33

Audio UDP 10000:20000 69.54.76.17 to 69.54.76.33

Video UDP 20224:20240 69.54.76.17 to 69.54.76.33


GENERAL QUESTIONS

What is Appia Video Communicator?

Appia Video Communicator (AVC) is a free 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 do you mean when you say that this is a managed service?

Appia manages the video service for you, which removes the technical burden from your organization and drastically lowers your upfront investment.

We would prefer to host and manage the service ourselves. Is this possible?

Yes. Contact us for pricing.

Is there a contract for using the service?

No.

How do I set up an AVC session?

When you sign up, you receive a unique Video Room ID, a host PIN for you to use, and a guest PIN for guests to use. Guests simply download AVC for free. To participate, they just launch AVC and enter the Video Room ID and guest PIN you provide.

How many sites can participate?

Including the host, an AVC conference will accommodate up to 12 sites (the host plus 11 guests), and a broadcast session will accommodate up to 96 (the host plus 95 guests).

Can my guests have a conference without me?

No. A session begins when the host logs in and connects to at least one other user. A session ends whenever the host logs out.

I've been invited to an AVC session. Do I have to pay anything?

No. The host of the conference has already paid for the time.

How do I uninstall AVC?

Open the Windows Control Panel and then 'Add/Remove Programs' (on Windows XP) or 'Programs and Features' (on Windows Vista and 7). Choose 'Appia Video Communicator' and select 'Uninstall.'

Can I use a VPN with AVC?

VPN connections have considerable overhead, which will adversely affect your experience. Also, video is encrypted from end to end so using a VPN should not be necessary. If you must use a VPN, set your resolution to 320x240 (small).

Does AVC work with a Mac or Linux device?

Yes, as long as you have Windows emulation software such as Parallels for Mac.

TROUBLESHOOTING QUESTIONS

AVC automatically provides help messages, but here are some of the issues users can face.

When I click to join a video session, I cannot connect

Your settings may be incorrect. In the AVC interface:

  1. Highlight the Video Room you wish to join
  2. Click 'File'
  3. Click 'Add/Edit Rooms'
  4. Click 'Edit' and double-check your settings. It is often a good idea to reenter the password.

The video I see is "jerky"

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 may notice that "jerkiness" is greater when you or others in the video session are moving around. Limiting your movement will help.
  • Close down any other applications you do not absolutely need.

The voice and video I receive 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 use a smaller 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 it

This is usually the result of a software conflict.

Restart your computer, or

  1. Open Task Manager
  2. Go to 'Processes'
  3. Stop 'AVC'
  4. Restart AVC.

I get audio feedback

Here are some common reasons.

  • You're using the microphone and speakers in your computer or the microphone in the camera. Always use a USB headset or speakerphone.
  • Make sure 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 them as far away from each other as possible.

I can't send video

Open your 'Local Video' window and make sure that the 'Send Video' button at the top 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.

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.

SUPPORT CONTACTS

Technical Support

877-277-4297, option 3

support@appiaservices.com

Technical support is available 24/7/365

Billing Questions

877-277-4297, option 4

Monday-Friday, 8 AM–5 PM Eastern Time

billing@appiaservices.com


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