Video-related issues

The following table lists problems that are associated with video and recommends possible resolution to troubleshoot the problem.

Problem description Recommended action
Personal computer video does not work for Avaya one-X Agent. Verify the following :

  • The video licenses in Communication Manager are valid.

  • Registered extension is administered as Avaya Video Telephony Solution.
Polycom video is installed, but video does not appear in the video window. Verify whether the IP Softphone video is installed on your computer.
Not able to start Video even though the start video button is visible. Verify if the remote caller has stopped the video.
The Video tab does not appear in Avaya one-X Agent. Ensure the agent has the appropriate video license to view the Video tab.
Avaya one-X Agent displays the following warning message while sharing files. In this case the remote caller can however see the video while the user may not hear voice from the video file:

Turn off hardware acceleration for Avaya Virtual Audio driver. Please refer documentation for details.
For Windows XP, perform the following steps:

  1. 1. Go to Start > Run and type dxdiag.exe.

    The application may display a warning message. Ignore the message.

  2. In the DirectX Diagonstic Tool dialog box, go to the Sound X tab for Avaya Virtual Sound card and move the Hardware Sound Acceleration Level slider towards No acceleration.

  3. Repeat step 2 for the second sound tab.

  4. Restart the computer.

For Windows Vista, restart the machine.
Parent topic: Troubleshooting overview
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