ooVoo Forums

my oovoo always says failed to sign in.. i have a valid internet connection but it still doesnt work the connection test fails but i kno im connected to the internet becuase im on aim at the same time.. and on facebook.. also my browser wont let me access the oovoo website so im writing this via iphone.. can anyone help?

Hi Sean,

Lets walk through several options that may solve the problem:

I.  Please make sure your PC's date and time is updated.

II.  Is your PC connected to your modem through a router or wireless router? If yes, please make sure that the router doesn't block the ooVoo application. Check the Firewall/Applications/Filters tabs in the router's UI. If you need our assistance to configure it, please visit the website of the router manufacturer and download a manual. In the manual you will see how to allow blocked programs

1. Is there a Firewall or Antivirus program installed on your computer (Windows, AOL, McAfee, Zone Alarm, Symantec etc.)? If there is, please view our knowledge base article: “Failed to Sign in” error message - possible firewall issue.
   If your firewall is not listed in the article, please send us the name and version and we will send you instructions to enable ooVoo.
2. Are you connecting from a corporate network? If so, please check if the corporate firewall enables ooVoo’s connections (please refer to the following knowledge base article: Which ports need to be open?).
3. Is your Internet Explorer configured to go through a proxy server? Please do the following to check if it is:

If the problem still occurs, please contact us again.

Best Regards,
ooVoo Customer Support

Hi Dave, I have exactly the same issue as Sean but have tried all of the above. My problem is I need to manually authenticate my school's proxy server by adding my username and password, and the connection settings do not allow me to do this using 'direct'  or auto detect connection.  We do no have a SOCKS type server.  Using the 'direct' connection and undertaking a test, I can see that the servers are talking to each other but no box appears for me to authenticate so the connection drops. I am not able to add my username and password into the 'direct' connection setting.  Can you help please?

Hi Kerry,

Thank you for reporting this. We do not have a quick fix for this at the moment. Would you be willing to work with us on this issue? We will need to have a description of how your network is set up (Proxy and Firewall) so we can replicate the configuration and create a fix. Would you be willing to get log files for us from the ooVoo clien tas it tries to connect?  If so, here is what to do. (These instructions are for PCs. If you're on Macs let me know.)

We would like to ask your help in gathering information about this problem, by activating your ooVoo logs, recreating the problem, and then sending the log file to us.

To do this, please open ooVoo and go to FILE/SETTINGS/SUPPORT/ and check the box marked "Enable Debug Logging". You will not need to sign in to do this.

When selecting the Enable Debug logging checkbox, the application will start creating log files which can help us investigate problems in you may experience when using ooVoo.

Please note that after enabling this mode, you will need to Exit the ooVoo application for the change to be implemented. To Exit ooVoo: right click on ooVoo icon located on your task bar (next to the clock)and select Exit from the drop down menu.

Then, please load ooVoo again (START/ALL PROGRAMS/OOVOO/OOVOO). Now please try and sign in again. Please recreate the problem, and then you will need to retrieve the logs for this connection problem. So, after recreating the sign in failure, please sign out.

The log files will be created in the same folder ooVoo is installed (the default location unless changed during the installation process is: C:\Program Files\ooVoo\Logs.

The log file will end in ".ovolog" It also will be named by the year, date and time, for example, "20080804_1249_0.ovolog"

Please retrieve the log file,  and send it to us attached to a Support Request here: http://support.oovoo.com/ics/support/default.asp?deptID=4244. Mention "ooVoo Dave" and that you want to modify the Proxy Sign in Page.

We will examine the results and get back to you for further information.

Best Regards,
ooVoo Dave