If you cannot log in to the Pexip app this could be due to a policy on any of the following: your browser, computer, web proxy, or firewall. Cannot log in to Pexip (higher security environments) If you are running an internet proxy in your environment then see Firewall rules and ports for the Pexip Service for more information about the requirements for proxies and safelisting Pexip calling domains. In this scenario you will need to contact your network administrator to assist with changing the rules to accommodate Pexip's connectivity requirements. If you cannot connect to the Pexip Service at all via web or desktop you may need to look at network proxies and firewalls. Please see Tunneled media and call degradation for more details. If you have ruled out previously suggested areas to investigate being at fault, we recommend that you look at whether the media is being tunneled over TCP port 443. Poor quality video and audioĪ common issue for new deployments and users is a poor experience due to degraded performance of video and audio.
#Pexip infinity connect for mac Pc
You may need to close other applications running at the same time free up system resources, this is particularly relevant if the user's PC is similar in specification to the minimum required specifications. Setting the client to use 'High' quality bandwidth settings when the network cannot support the connection bandwidth will result in degraded performance due to packet loss. Wireless access points are subject to interference, congestion and signal limitations which may require packet re-transmits for the client or host to receive data, this will directly impact on the quality of real-time media.Ĭheck to ensure that your bandwidth settings on the client can be supported by the network you are using. We recommend that users use a wired connection in preference to a wireless connection. Users may experience a break up of video and/or audio, lip sync issues or significant delays with content sharing. If there are delays due to network congestion, packet shaping or bandwidth limitations then this will be evident in quality of the video and audio. Video conferencing requires the RTP media streams to work in both directions without delay or interruption. Please see PC specification and network requirements for the Pexip apps for details. Video conferencing applications are resource intensive and there are minimum specifications for running both web and desktop clients on the PC. Please check the relevant list below:Ī commonly overlooked area for issues with both web and desktop clients is the PC that is being used to run the clients. Installing the Activate Endpoint app on MacOS Catalina or Big Surīefore embarking on troubleshooting or raising a support request, we recommend that you check to make sure the issue you are experiencing is not included in the lists of known issues and limitations.Unable to start the Pexip desktop app after restarting subscription (Windows).Using the clients in a remote desktop environment.
Cannot log in to Pexip (higher security environments).
This is not intended to be a user guide and is not an exhaustive list of possible issues to troubleshoot. This guide provides information for troubleshooting common issues with the Pexip apps across both web and desktop platforms and issues installing the Activate Endpoint app. Pexip Service app troubleshooting guide (web & desktop)
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