ooVoo Forums

Hey guys! I'm new to the oovoo forums, but not all that new to oovoo. I've been using oovoo on my desktop PC's for some time now with no problems.

But today, I got a Macbook Pro and I decided to try to use oovoo with it. I downloaded the program and installed it with no problem, but I have a problem keeping connected during video chats. I can't stay connected with any number of people for more than 5 minutes. When I manage to stay connected, there is a 15-30 second lag for the people on the other end of the conversation. I can see and hear my friends in real time, but they cannot do the same for me.

 I tried using oovoo on all my desktop PCs tonight and they all worked fine. It just seems to be my macbook that can't stay connected.

Here are some specs:

Macbook Pro 13" 2.5ghz 4gb ram

Verizon DSL

Linksys Wired modem

Apple 802.11g wifi (wifi and wired connections net the same disconnection)

Does anyone know how to fix this problem? Thank you so much in advance!

Hi,

I’m sorry to hear you’re having this problem but am happy to hear that you have been on ooVoo for a while.

You have a powerful computer but please make sure your Mac is updated with all the latest updates and you are using ooVoo version 2.1. If you needed to update your Mac, try an ooVoo call to see if it helps (please enable logs in case the problem happens again – see instructions below).

If you continue to have problems, please open a support request and attach logs after the problem occurs.

To enable logs:
* From the ooVoo menu select ‘Preferences’ and then go to ‘Support’ tab.
* Check the 'Enable Logs' checkbox and click ‘Save’.
* Close the program completely (ooVoo --> Quit ooVoo).
* Run ooVoo again, start a video call, and after the video call disconnects, send us the logs. To find the logs: Go to the support tab settings tab again and click ‘Open folder’ and send us the log files.

One question: When disconnected from the video call, does ooVoo also sign out (do
you need to sign in again)?

Thanks,
Marvin

Hey Marvin! Thank you for your help! Only the video call will disconnect, not oovoo itself. I will be on a video chat and oovoo will disconnect automatically and the chat window will diasppear.

Would there be something wrong with my internet configuration on my Mac?

Hi,

You mentioned a couple of serious problems (a long delay and disconnecting after only a few minutes). In order to pinpoint your problem it would be helpful if you submit a support ticket with logs (and include details you wrote here). Please let us know if you noticed a difference between a one-on-one conversation versus a call with 3 or more participants. Are the other participants MAC, PC or web video call participants? How many computers are connected to your Internet line? I believe our support team will be able to diagnose the cause of the problem and provide you with an answer quickly.

Thanks,
Marvin

I forgot to add that you can easily perform an Internet test to check your connection. In your case you could perform the test on a computer which doesn't have problems in the video call versus the one experiencing the problems. Click here to read a knowledgebase article written for both MACs and PCs.

I hope your problem is resolved quickly,
Marvin