Technical Support

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

ooVoo Dave — Tue, 30 Jun 2009 17:21:42 GMT

Hi Malik,

Please make sure that you are not signing in to ooVoo from another PC. This will sign you out of your original computer.

For instance, if you have your home computer set to auto sign you in on boot up, If someone turns your home computer on at home while you are at work, it will sign you out at work.

I have sent you a request to join your contact list on ooVoo. Please ADD me. We will not follow this issue here anymore.

Best Regards,
ooVoo Dave

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

a-z123 — Tue, 30 Jun 2009 04:14:41 GMT

thanks for the reply, I put the settings back to their original state. What next? Will I be speaking to you about this issue here from now on?

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

ooVoo Dave — Mon, 29 Jun 2009 19:45:45 GMT

Hi AZ,

Yes, please change these back:

"USB Settings" and "Multimedia Settings".

Best Regards,
ooVoo Dave

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

a-z123 — Sat, 27 Jun 2009 04:08:39 GMT

yes, you are right. I did not change the other settings because they were set to NEVER to begin with. What was is that you wanted me to put back to its original state? These settings that were changed below --- to put them back the way they were ??

Am I going to be speaking to you from now on about this issue?

These here .... : ?

Click the "+" next to "USB Settings"
Change "USB Selective suspend setting" to "Disabled"

Click the "+" next to "Multimedia Settings"
Change "When Sharing Media" to "Prevent idling to sleep"

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

ooVoo Dave — Fri, 26 Jun 2009 19:30:44 GMT

Hi AZ,

...I assume that you didn't change the other settings because they were already set the way I requested. Is that correct? If that is the case, and you have made ALL of the changes and you still get the problem, switch your settings back to their original state. This is not the problem. I will contact you next through your ticket.

Best Regards,
ooVoo Dave

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

a-z123 — Fri, 26 Jun 2009 15:58:05 GMT

Hi Dave, the only 2 things I changed were these settings :

Click the "+" next to "USB Settings"
Change "USB Selective suspend setting" to "Disabled"

Click the "+" next to "Multimedia Settings"
Change "When Sharing Media" to "Prevent idling to sleep"

WILL THESE AFFECT THE WAY MY LAPTOP RUN?? What will happen to the USB and Multimedia settings? Does this mean that the battery will finish faster?? Could you please tell me?

I did what you asked me to do, and oovoo is still acting the same on both my laptop(vista) and desktop(windows XP home edition) We did the connection test together, remember? Everything was pretty good there...and also my other messengers are not shutting down so how can it be a connection problem? If my internet ever shuts down, I receive a message, which I never do. Mcafee is allowing oovoo to have full access...so I really dont know the problem is...

Also, why is oovoo support no longer answering? Will I be working with you only from now on? thanks for the help... and I would appreciate it if you answer my question up top too about the usb/multimedia settings. thanks again !

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

ooVoo Dave — Wed, 24 Jun 2009 22:01:54 GMT

...Hi AZ,

Lets work under these assumptions. Either there is some timeout setting signing you out, or your connection is dropping.

I see from your ticket that you are working on Vista. Please try the following:

START/CONTROL PANEL/POWER OPTIONS/Select "Balanced"/ Click on change plan settings/ Change "Put the computer to sleep" to "Never" and click "Save Changes.

Next, click "Change plan settings" under "Balanced"/ Click "Change Advanced Power Settings"

Click the "+" next to "Sleep"
Change "Sleep after Setting" to "Never"
Change "Hibernate after" to "Never"

Click the "+" next to "USB Settings"
Change "USB Selective suspend setting" to "Disabled"

Click the "+" next to "Multimedia Settings"
Change "When Sharing Media" to "Prevent idling to sleep"

Click OK and Save changes if necessary.

Reboot and try ooVoo.

Let me know how this goes.

Best Regards,
ooVoo Dave

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

a-z123 — Tue, 23 Jun 2009 23:55:32 GMT

thanks for the reply... here is the number .. 3908-7773283

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

ooVoo Dave — Tue, 23 Jun 2009 16:54:01 GMT

...Thanks AZ.

Can you give me your Support Request number?

Best Regards,
ooVoo Dave

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

a-z123 — Sat, 20 Jun 2009 13:31:18 GMT

Hi Dave, I got in touch with support, and the last thing they told me was to send them my log files. I did, and I never got a reply back! It has been weeks, ever since I spoke to you last on 6/5/09!! I was working with them, when I also got an answer from you here too. Do you have any idea what is going on?? Should I file another report? I really don't want to start over again with the same tests and the same topic, is there a way you can contact them on your end? :( oovoo is still closing on its own, and it worse than before! Please, if something can be done I would really appreciate it. Thank You.

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

a-z123 — Fri, 05 Jun 2009 14:37:51 GMT

Hi Dave, thanks for the reply. While I was working with you, I also sent a support request to OOVOO as well. They told me to send them my log files now, and I will also mention to them now that I am working with you in the forums, and I will give them my results from the previous test we did. I appreciate your time and effort in trying to fix this problem. You are lucky, your OOVOO stays on 7 hours haha, my msn and yahoo messengers do the same...I just do not know why this is happening. I hope there is a solution to it! Thank You for the help ...

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

ooVoo Dave — Thu, 04 Jun 2009 19:46:09 GMT

Hi AZ,

Thanks for the results - they look ok to me, though I would like you to have a better Quality of Service percentage. Please enter a Support Request here: http://support.oovoo.com/ics/support/default.asp?deptID=4244 and mention that you are working with Dave in the forums. ooVoo does not have a timeout feature - my ooVoo has been on for 7 hours. Lets check some other things after you enter the Support System.

Best Regards,
ooVoo Dave

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

a-z123 — Wed, 03 Jun 2009 23:38:16 GMT

hi I posted my results, but it said that I need to get it approved by an admin. first. I hope it was sent lol. thanks. I will try to post it again here...

Hi Dave, thanks for the help so far. I ran the test on my desktop and according to the summary, it said everything is high enough to produce a high quality VOIP call. I also use OOVOO on my laptop, and the same issue(disconnects when not in use or in 10 minutes) occurs. Neither computer goes into hibernate mode. When I place or recieve a call, both video/sound quality are clear, there is no problem with that. However, if I am NOT using oovoo or I am browsing the internet or chatting on msn, for example, oovoo will disconnect. I checked my firewall/antivirus settings(mcafee), and oovoo is getting full access(inbound and outbound). I also use other messengers like yahoo and msn messenger, and this problem does not happen and my internet is always on too.

After running the test, I got all green colors, except for ONE YELLOW under QUALITY OF SERVICE.

HERE ARE THE RESULTS:

JITTER - 4.8 ms (what does this mean???)

PACKET LOSS- 0.0%

MOS Score- 3.9 (what is this exactly???)

DOWNLOAD SPEED- 7.06 Mbps

UPLOAD SPEED- 2.06 Mbps

QUALITY OF SERVICE- 76% - ONLY ONE THAT IS YELLOW, THE REST WERE GREEN

VoIP test statistics
--------------------
Jitter: you --> server: 4.8 ms
Jitter: server --> you: 11.6 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 3.9

Speed test statistics
---------------------
Download speed: 7064208 bps
Upload speed: 2060952 bps
Quality of service: 76 %
Download test type: socket
Upload test type: socket

what is the ratio for download and upload speed? I got 7.06 for download speed, but what is the most it can be? 7.06 Mbps/ ?? Or does it depend on the type of internet(dsl, cable,etc?)

I appreciate the help thus far, and I hope we can figure out the problem to this issue. As I said, this same problem is occuring both on the laptop and desktop. I ran the test on my desktop, and I have a wireless router which enables me to get internet access from my laptop. Do I need to run this test on my laptop too? I would think that it would give the same results..right?

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

a-z123 — Wed, 03 Jun 2009 23:36:15 GMT

After running the test, I got all green colors, except for ONE YELLOW under QUALITY OF SERVICE.

HERE ARE THE RESULTS:

JITTER - 4.8 ms (what does this mean???)

PACKET LOSS- 0.0%

MOS Score- 3.9 (what is this exactly???)

DOWNLOAD SPEED- 7.06 Mbps

UPLOAD SPEED- 2.06 Mbps

QUALITY OF SERVICE- 76% - ONLY ONE THAT IS YELLOW, THE REST WERE GREEN

Speed test statistics
---------------------
Download speed: 7064208 bps
Upload speed: 2060952 bps
Quality of service: 76 %
Download test type: socket
Upload test type: socket

what is the ratio for download and upload speed? I got 7.06 for download speed, but what is the most it can be? 7.06 Mbps/ ?? Or does it depend on the type of internet(dsl, cable,etc?)

Re: new ovoo user, PLZ HELP ASAP! oovoo signing off!

a-z123 — Wed, 03 Jun 2009 23:21:32 GMT

Hi Dave, I appreciate the reply. I ran the test, and I got all green colors, except for the quality of service, which was YELLOW. As I stated earlier, I do NOT have a problem when I have a conversation with someone. At times the person's camera is not clear, but it instantly clears up and there is no problem. I can talk to the person for hours, and the sound/picture quality on both sides are fine. I checked my antivirus program/firewall(mcafee) and it is allowing OOVOO to get full acces(incoming and outgoing access), so that should not be a problem. The only thing is that it disconnects if I am waiting for someone or if I am not using it. Like I can be on msn messenger for example or browsing the internet, and it disconnects if im not having a conversation with someone there. My computer is always on and it does not go into hibernate mode. I have other messengers like yahoo and msn messenger that run, and they are fine. I also use OVOO on my laptop, and the same issue occurs.

I ran the test that you gave me on my desktop. I have a wireless router so my laptop gets the same connection, I believe it would produce the same results, right? So I do NOT have to do the test on my laptop? This issue with OOVOO is occuring on both laptop and desktop...

Thank you for your help and patience so far, I hope something can be done. Thank you again .

Here are the results ...

JITTER- 4.8 ms

PACKET LOSS- 0.0%

MOS SCORE- 3.9%

DOWNLOAD SPEED- 7.06 Mbps

UPLOAD SPEED- 2.06 Mbps

QUALITY OF SERVICE- 76% - ONLY ONE THAT WAS YELLOW, REST WERE GREEN. :)

The explanations stated that everything should be high enough to produce a high quality VOIP call.

Speed test statistics
---------------------
Download speed: 7064208 bps
Upload speed: 2060952 bps
Quality of service: 76 %
Download test type: socket
Upload test type: socket

Thanks for the help, could you just explain what these numbers mean? I understand download and upload speed, but what about the rest? like jitter, MOS score?? Also, what are download and upload speeds calculated out of? For example, my download speed was 7.06 out of ??? Is the ratio different, depending on the type of internet you have? (dsl, cable, etc?)