I would like to help you resolve your sign-in problem by walking through several options that may solve the problem.
A "Failed to Sign in" error message usually means there is something (Firewall/antivirus/security software/Net Nanny,etc) on either your computer or wireless router that is preventing you from connecting to ooVoo. You may have accidentally triggered your firewall to block ooVoo. Possibly, you may have seen a pop-up window urging you to block some program that was requesting to be connected to the internet and may have blocked ooVoo. You will need to find this and allow the connection to ooVoo. Since this very specific error message comes from something on YOUR computer that is blocking your connection to ooVoo, YOU will have to do the detective work to discover and resolve this problem.
Let's get started; please review these items:
- 1. Please make sure your PC's date and time is updated.
- 2. You may have a firewall issue. Please check the following:
Is there a Firewall or Antivirus program installed on your computer (Windows, AOL, McAfee, Zone Alarm, Symantecetc.)? 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 instructionsto enable ooVoo.
- 3. 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 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.
- 4. Are you running the software performance program called Advanced System Care from IOBIT? This will cause problems signing in to ooVoo as well as creating new accounts. You can double-check by searching for it within your Program Files. If you have it isnatlled on your computer, please upgrade to its latest version which should include a fix for that problem.
If you are connecting from a corporate network
Please check that the corporate firewall allows ooVoo's connections (please refer to the following knowledge base article: Which ports need to be open?).
Is your Internet Explorer configured to go through a proxy server? Please do the following to see:
- Click on the ‘Tools' menu in your Internet Explorer and select ‘Internet options'.
- Click on the ‘Connections' tab and click ‘LAN settings'.
- If any of the check boxes are selected or any information appears in one of the fields in this window, please take a screen capture or make a note of the settings.
- 7. PROXY Instructions:
- You need to do the following to configure the Proxy settings in the ooVoo settings window:
- Click on ooVoo's ‘File' menu and select ‘Settings'.
- Click on the ‘Connection' tab and select ‘Direct' from the drop down list. Save and try to sign in.
- If you keep fail to sign in, try the 2 other options (SOCKS version 4 proxy or SOCKS version 5 proxy) according to the information in the screen capture or the notes you took..