Fault finding

This section details some faults that may arise, their possible causes, and outlines the steps you can take to fix them. If you still have a problem after consulting this section, please tell us about it by sending an email to support@just-meet.com

JustMeet conference centre client does not launch

This can occur if you do not have ActiveX enabled in your Internet Explorer browser.

To enable ActiveX in Internet Explorer:

1.      Select Tools, then Internet Options from the menu at the top of the Internet Explorer window. The Internet Options window will appear.

2.      Select Security from the list of tabs at the top of the Internet Options window. The Security tab will appear.

3.      Select the Custom Level button. The Security Settings window will appear.

4.      Scroll down to the Download signed ActiveX controls entry and select the prompt radio button.

5.      Scroll down to the Run ActiveX controls and plugins entry and select the enabled radio button.

6.      Select the OK button to accept the changes

The conference room does not display on the screen

In most cases this is because hardware acceleration is not enabled on your machine's display.

To diagnose and enable this:

1.      Go to the Start menu and choose "Run..."

2.      Type dxdiag.exe

3.      Select the Direct3D tab or the tab for your display and check for hardware acceleration. This is the Direct3D item. You should be able to enable hardware acceleration from here.

Not receiving any audio or video

If you are not receiving any audio or video, but can see the room, then the problem is almost certainly due to firewall problems - the appropriate port ranges need to be available for outbound opening.

Please refer to Firewall configuration.

Video and/or audio breaking up

This is caused by bandwidth problems. However if only one of the participants is breaking up, the problem will usually be at their end rather than yours.

Check that the network connections are meeting the bandwidth requirements of JustMeet as described in Networking requirements.

Other participants cannot hear you speak

If you can hear other participants but they can't hear you, then you probably have a problem with your PC's microphone. Check that your microphone is plugged in and works. Try a different microphone if you have one. Cameras often have built in microphones that can be used for testing.

If you can't hear them, then it is probably a firewall problem. See Firewall configuration.

Hearing echoes of your voice

If you are hearing echoes of your voice, then probably one of the other participants is using their PC's speakers instead of a headset.

Ask each of the other participants in turn to mute their voices as described in Privacy to find out which participant is causing the echo.

The conference room is shown as a black screen.

This can happen if there is a problem with your graphic card handling the graphics requirements. To fix this:

1.      Ensure that there isn’t another graphic intensive application running

2.      Reduce the size of the JustMeet window

3.      Consider updating the graphic card firmware