Troubleshooting NexTalk Enterprise
Issues/Problems: (select one)
General
What do I need to operate the NexTalk Enterprise application?
Why am I getting the error “Call Disconnected: SIT Tone” when I try to call a TTY?
Why am I getting the error “Unable to place call: Reason: Restricted number in Resource Group All Modems”?
Why am I getting the error “Opening a Port…--end conversation--:”?
Why am I getting the error “Unable to login? Reason: Unable to establish a network connection”?
Port 102 error message.
Is NexTalk Enterprise compatible with Windows Vista?
Firewall configuration
Why do my calls sometimes get cut off?
Printing
Problems with Audio
Audio Problems
Disrupted Audio
My CPU-Usage with HDASHCUT.exe audio driver is very high
My CPU-usage with Logitech cameras is extremely high
No playback device
I’m receiving distorted Audio
Audio playback device cannot be opened
No capture device
Audio capture device cannot be opened
Problems with Video
Can I really talk to NexTalk Workplace users without incurring long distance or International calling charges?
What level of quality can I expect from NexTalk Workplace audio and video?
I can’t make a video call
I can’t see video
I’m receiving distorted video
One of my video screens is or suddenly becomes blue/pink
The video screen does not show my video (Analog cameras only)
Poor video quality
Jerky movements
I cannot logon to the video server (server not reachable)
When I receive an incoming call, it does not ring and a missed call message is shown
Help with Other Issues
Error message "Error installing ikernel.exe. 0xa00"
Other (send an email with a description of the issue or problem)
What do I need to operate the NexTalk Workplace application?
Refer to the section System Requirements
Why am I getting the error “Call Disconnected: SIT Tone” when I try to call a TTY?
This will occur when you try to dial a TTY number, but have not put in the full 11 digits. Even when a number is local to you, it may not be local to the server(s) housing telephony equipment. You may need to type in 1 + area code + number to get connected (e.g. 18012746004)
Why am I getting the error “Unable to place call: Reason: Restricted number in Resource Group All Modems”?
You have dialed a number that is not supported by NexTalk Workplace. Contact your system administrator to find out what numbers are blocked.
Why am I getting the error “Opening a Port…--end conversation--:”?
If all lines are busy, NexTalk Workplace will not be able to complete your call and will close the conversation window. You will need to try your call later. You may also see a message saying Unable to Place Call…Ports are busy. This means that all the lines are in use by other NexTalk Workplace users.
Why am I getting the error “Unable to login? Reason: Unable to establish a network connection”?
This error occurs if you are not connected to the Internet. This could be for a number of reasons. Make sure that you have Internet access. It could also be that one of the servers (the NexTalk server or your ISP) is down momentarily and you should try again a little later. It may also be because of blocking by a firewall or Internet security program and you need to configure it to allow access to our program.
NexTalk Workplace has stopped working. Every time I tried to place a call, I get an error message saying "Could not get a port: 102." There are no ports defined in the telephony resource group that you belong to. Contact your system administrator.
Is NexTalk Workplace compatible with Windows Vista?
Yes. NexTalk Workplace is Windows Vista compatible. You should be able to install the software on your Windows Vista machine and it should work similarly to other Windows operating systems such as Windows 2000 and XP.
The firewall must allow outgoing connections via port 2591.
Why do my calls sometimes get cut off?
If you lose your Internet connection you can be cut off, or even if your bandwidth gets too busy, the connection can often time out due to lack of response from the Internet connection. If you get cut off, it is most likely due to a brief interruption in your Internet connection.
We cannot print to .pdf or .doc file but only to the printer. We would like to know if there is a way for us to save or print the fax as .doc or .pdf file so it can be exported into an email so that we can send it out to anyone that needs it. Can this be done in NexTalk Workplace?
Yes. when you print select a .doc or .pdf printer driver instead of your regular printer.
Problems with Video
Can I really talk to NexTalk Workplace users without incurring long distance or International calling charges?
Yes. NexTalk Workplace uses your Internet connection, so only the costs of normal Internet usage apply.
What level of quality can I expect from NexTalk Workplace audio and video?
You should expect TV-like quality using a DSL or Cable connection and an up-to-date PC with one of the recommended web-cams.
Try using a different application (normally there is a camera application installed when you install your camera) to test whether a video is displayed. If no video is displayed, re-install the camera driver or check for resource conflicts. If the other application displays video, check whether the right device is selected in your Video Settings under Video/Capture Device. If the correct device is selected, the output format is probably not supported – contact Support
Try using a different application (normally there is a camera application installed when you install your camera) to test whether a video is displayed. If no video is displayed, re-install the camera driver or check for resource conflicts. If the other application displays video, check whether the right device is selected in your Video Settings under Video/Capture Device. If the correct device is selected, the output format is probably not supported – contact support.
You are probably experiencing packet loss. Reduce the data rate limit in the General section of your Video Settings.
One of my video screens is or suddenly becomes blue/pink
Your graphic adapter does not support overlay mode in its current configuration. This sometimes happens with external monitor connections to notebooks or on secondary displays. Re-run the Performance Test in the Configuration wizard.
The video screen does not show my video (Analog cameras only)
Your camera is turned off, or there is no camera connected to the selected port of the video grabber card. Check the manual of your grabber card to make sure that the camera is connected to the right input of your grabber card. Select this input in the Capture device section of your video settings Settings/Video.
The video quality is not as high as it is with applications shipped by the web-cam vendor
The driver is not used in the optimal mode/configuration. If more than one camera driver is listed under video settings, try them all.
Movements are jerky on my video even when I’m not on a call (USB Cameras only)
Camera is set at a low frame rate. This may be due to poor light conditions. Switch on the light in your room. Automatic camera adjustment should increase the frame rate.
Your camera does not support a higher frame rate. This is especially probable for entry level USB cameras, which sometimes only support low frame rates (15 frames per second). Consider purchasing a new camera. Check the Recommended Hardware section on the NexTalk website.
I cannot logon to the video server (server not reachable)
· Make sure you are connected to the Internet. Check by attempting to navigate to a website that is not included in your favorites.
· Your Internet access is secured by a firewall. Depending on the server you are logging on to, you may need to open a port in your firewall. Please contact your IT or network administrator.
I can logon to the video server, but when I receive an incoming call, it does not ring and a missed call message is shown
Your firewall may not be configured correctly.
Problems with Audio
· The speakers are switched OFF.
· The external volume control for the speakers or headset is set too low.
· Your speaker is connected to the wrong connector at the sound card. (see your sound card manual)
· Audio is muted
· Audio is not enabled for your video account
You may have installed the full Logitech software packet, which contains its own echo cancellation software. Install only the Logitech driver or disable the echo cancellation in the Logitech settings when installing the full Logitech software packet.
Note: You should definitely avoid using the built-in microphones that come with any of the cameras.
My CPU-Usage with HDASHCUT.exe audio driver is very high
You may have an old Realtek HD Audio Card or Audio Driver installed on you system. Install the newest Audio Driver from the Realtek Homepage at http://www.realtek.com.tw.
My CPU-usage with Logitech cameras is extremely high
You are using the Logitech camera driver version 10, which has a performance issue, as admitted by Logitech. You will need to downgrade to driver version 9.5 to get optimal performance. You may download the driver from ftp://ftp.logitech.com/pub/techsupport/quickcam/qc950enu.exe. This will, however, only work for the Quickcam Pro 5000 and older cameras, since the newer models are not supported by the driver version 9.5.
There is no playback device installed or the playback device is not accessible. Install a playback device. For instance, you can use a USB headset or sound card (only recommended for USB2 connections).
You are probably experiencing packet loss. Reduce the data rate limit in the General section of your NexTalk Workplace video settings. You may need to go as low as 128 kbps, depending on you Internet connection.
Another application is using the device at the same time. In this case, audio playback did work before or usually works with other applications like media player. Check whether the playback device was selected in the video settings Audio section. Close any other application that is using sound.
Also, it is possible that the playback device cannot be used due to a driver problem. Check whether sound is working in another application (i.e. Windows Jingle on startup) by playing a wave file or another type of audio file. If there is no sound from another audio application, there is a driver problem. To solve this:
· Reboot and try again.
· You can try to re-install the drivers for your sound device or use a different sound device.
There is no capture device installed. Install a capture device. For instance, you can use a USB headset or sound card (only recommended for USB2 connections).
Another application is using the device at the same time. . That means, audio recording did work before or usually works with other applications like sound recorder.
Check whether the appropriate sound device was selected. Close any other application that is using sound.
The playback device cannot be used due to a driver problem. Check whether other applications can record sound (i.e. use Windows sound recorder sndrec32.exe). If other application cannot record sound, there is a driver problem. To solve this:
· Reboot and try again.
· You can try to re-install the drivers for your sound device or use a different sound device.
Help with Other Issues
When running the setup program the following message appears: "Error installing ikernel.exe. 0xa00"
You have attempted to install the software under Windows XP, 2000, or NT4 without having administrator privileges. Log on as an administrator or use an account with administrator permissions.