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Troubleshooting Chapter 4:
This chapter provides troubleshooting procedures to assist with solving such problems as video,
audio, and loading screen errors. If you are experiencing problems, begin by confirming the
basic requirements listed in Learning the Minimum Requirements. If all requirements are met,
see the section in this chapter that best matches the issue you are experiencing.
This section contains troubleshooting for the following issues:
Unable to Create Meetings
Unable to Launch the Welcome Screen
Unable to Add an Active Directory User
Unable to Send Email Notifications
Receiving “Unable to Create a Conference with a Personal VMR” Message
Receiving “External Server Not Set” Message
Receiving a Blue Video Screen
Login Fields Do Not Appear
Experiencing Issues with Internet Explorer
Receiving the Camera Silhouette Image
Forgot and Change Password Requests
Resolving Audio Issues
Unable to Create Meetings
If you are unable to create meetings, have your administrator confirm the settings outlined in the
troubleshooting section of the RealPresence CloudAXIS Suite Administrators’ Guide.
Unable to Launch the Welcome Screen
When entering a meeting, the welcome screen launches with video options for entering the
meeting (see