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[jtsai]

Hi opentok users,

This is just a checklist of suggestions on what to do before asking a question on the forums. Following this can lead to solving the problem that you are encountering. Developers should read through the checklist to make debugging a lot easier.

If any of these did not help solve your question, feel free to ask on the forums.

Thank you for reading!
John

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Table of Contents

1. Troubleshooting
1. Common Checks
2. Connection Issues
3. Camera and Audio Issues
4. Camera and Audio Issues
5. Quality
2. Developer Debugging
3. Reporting Bugs

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1. Troubleshooting


1. Common Checks

-Goto http://status.tokbox.com/ to check the status of the site.
-Does this site work for you? If it does, a bug most likely lies in the application you are using.
-Is the flash player version at least 10?
-Does it work in other browsers?
-Does it work in another OS?
-Does it work on other people’s machines?
-When testing locally, have flash configured to allow the folder you're testing in.


2. Connection Issues

-Do you have flash configured to allow storage for apps?
-Do you have flash configured to allow website storage for tokbox?
-Are you behind a firewall or proxy?


3. Camera and Audio Issues

-Do you have the correct camera selected? Sometimes there are non-working cameras detected as a result of buggy drivers.
-Does your webcam work on this site?
-Did you clear your cache?
-Do you have flash configured to allow camera and microphone usage for *.tokbox.com?
-If you are on ubuntu, and are having trouble detecting your camera, try downloading webcam studio.


4. Quality

-Make sure you have the correct location hint.
-Each stream takes up 300-400kbps. You can check your internet speed here.
-You can try enabling P2P when you create a session from the server-side library so the clients will communicate directly with each other.

• P2P will not allow a 3rd person to join in a session.
-As per mentioned here, Acoustic Echo Cancellation (AEC) will not work when:

• The client has an older version of Flash Player (10.0 through 10.2) or AIR (2.0 through 2.6).
• The Publisher uses a USB microphone. (Acoustic echo cancellation is not supported for USB microphones.)
• The client is publishing audio in another Publisher.
• The user has prevented storage of Flash Player local shared objects.
-If you are on ubuntu, and are having trouble detecting your camera, try downloading webcam studio.




2. Developer Debugging

If you're having trouble using the OpenTok API, please add this near the top of your code (after you include TB.js) which will make it easier to debug. You will be able to see what is happening in your javascript console.



Code: Select all

TB.setLogLevel(5);
TB.addEventListener(TB.EXCEPTION, exceptionHandler);
function exceptionHandler(event) {
  alert("Exception! msg: " + event.message + " title: " + event.title + " code: " + event.code);
}




Make sure if both your server-side library and javascript file have the correct API Key and Secret.

Double check the URLs to see that they link the correct libraries in your js file and servers-side.


Code: Select all

Production
   JS: http://static.opentok.com/v0.91/js/TB.min.js
   Server: https://api.opentok.com/hl



Also, it would be really helpful if you have flash player: debugger version. You can get it here: http://www.adobe.com/support/flashplayer/downloads.html


3. Reporting Bugs

- Please go through the checklist first before you report a bug.
- Include your browser, os, flash version, and error.
- Be descriptive about your problem. What do you do that causes this problem? Is it consistent? What are you trying to do?
- You can get more info by crtl+left click the top left tokbox logo. (Apple computers are command+left click)
- Go through the checklist above to be able to isolate the bug more accurately! Let us know which parts of the checklist doesn't work.