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I just get a black screen or no video in the meetings and no sound

Solution

If you have  this issue, then your browser has some issues. Usually caused by extensions or add-ons that have snuck onto your computer when installing free software.

Please ensure you are using the correct browser. If you are trying Internet Explorer, it MUST be version 11, 32 bit and the OpenTok plugin must be installed. Internet Explorer does not natively support our Video Meetings and media stream. This is due to Microsoft NOT supporting our technology.

 

Neither will Apple Safari Browser work on the video streaming.

 

Supported browsers are Google Chrome and Mozilla Firefox. To ensure that your browser will support our video streaming and ONLY IF You have Microsoft Windows, please carry out the following.

 

1. Download and install Adwcleaner from here DOWNLOAD

 

2. Once installed, open Adwcleaner and click 'Scan'. When the Scan is completed, the 'Cleaning' button will show.

 

3. Without changing ANY settings, please click 'Cleaning'. Wen Cleaning is complete a large dialogue will show on the screen. Click OK

 

4. Adwcleaner will ask you to restart your computer. Please click OK and let your computer restart as it normally would.

 

Upon completion of the reboot, a text file will display, showing what was removed, if anything. This is created in a file on your hard drive in C:\Adwcleaner. Please close this file. Open your browser and if you have not got Java installed already (remembering this is ONLY for Windows  PC's) please go to www.java.com and click the large red button to download and install Java.

 

After Java has installed please view 'emptying your temporary internet files correctly for ITR' at www.intherooms.com/help/main and carry out that process.

 

Once successfully completing the above steps, please go to the ITR Homepage and try to view a Video Meeting again.

 

If this does not resolve your issue, please either create a new helpdesk ticket, or reply to your last helpdesk email and we will only be too glad to help further.

 

 
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Article details
Article ID: 14
Category: Video Meetings FAQ
Date added: 2016-09-22 10:53:20
Views: 85
Rating (Votes): Article rated 5.0/5.0 (2)

 
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