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Desktop FAQ

LifeSize® Desktop™ Frequently Asked Questions (FAQs)

Questions

  1. What are the computer requirements for LifeSize Desktop?
  2. How do I activate the software if I experience a network error?
  3. What webcams, speakerphones, and headsets do you recommend?
  4. Does LifeSize Desktop have Firewall Traversal capabilities?
  5. How do I place a call?
  6. I am having problems connecting while behind a network Firewall.
  7. Why is my video not transmitting at 30fps?
  8. I am unable to connect to another endpoint.
  9. It takes a long time for a call to connect and once it does, I have major packet loss.
  10. Can I plug in a USB webcam while in a call?
  11. I am connected to my corporate VPN, but cannot place or receive calls.
  12. When I place a call, LifeSize Desktop shows 'Ringing,' but the call never connects.
  13. I experience major packet loss during video calls.
  14. How do I restore LifeSize Desktop back to the factory default settings?
  15. Can I use LifeSize Desktop over a Remote Desktop Connection?
  16. How do I connect from LifeSize Desktop to a LifeSize Multipoint unit?

Answers

1. What are the computer requirements for LifeSize Desktop?

CPU Standard Definition Pentium 4 or M 1.8GHz (minimum)
HD receive and VGA transmit: Dual 2 GHz (minimum)
HD receive and HD transmit: Dual Core 2.8 GHz or higher
RAM 1 GB (minimum)
Hard Disk Space 100 MB (available)
Operating Systems Windows 7 32 and 64 bit
Windows Vista 32 and 64 bit
Windows XP 32 bit (with SP2, SP3)
SW DirectX 9.0 or higher
Microsoft .NET 3.5 SP1

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2. How do I activate the software if I experience a network error?

LifeSize Desktop will alert you if the activation failed due to your PC being blocked from the web. The program will give you instructions on how to generate an unlock code from a PC that is connected to the web.

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3. What webcams, speakerphones, and headsets do you recommend?

Webcams Logitech B910 or C910
Logitech Quickcam Pro 9000
Logitech Quickcam Pro for Notebook
Headsets Logitech ClearChat or USB
USB Speakerphones ClearOne Chat 50, 100

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4. Does LifeSize Desktop have Firewall Traversal capabilities?

A. LifeSize Desktop was designed to seamlessly traverse firewalls when it is used in conjunction with a LifeSize Transit server.
B. LifeSize Desktop was also designed to work over VPN to traverse firewalls.

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5. How do I place a call?

You can place a call by entering the address in the text box on the home screen. You can also place calls from the Contacts slide out or Call History slide out by double clicking on the entry of the person you would like to call.

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6. I am having problems connecting while behind a network firewall.

A. Ensure that the LifeSize codec you are attempting to reach has the most recent firmware installed, 4.2 or later.
B. There are two supported firewall traversal methods for LifeSize Desktop:
1. LifeSize Desktop is designed to seamlessly traverse firewalls in conjunction with a LifeSize Transit server
2. LifeSize Desktop is also capable of placing calls through a properly configured VPN network.
3. Firewall traversal outside of the two scenarios above is not supported by LifeSize. However, it is possible to configure a firewall to allow LifeSize Desktop to place calls by opening ports 5060 and 60000-64999. The firewall must allow both UDP and TCP traffic on port 5060. RTP (UDP) data must not be filtered by the firewall.

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7. Why is my video not transmitting at 30fps?

A. First, check that the webcam you are using is capable of delivering 30fps. Turn off any applications that may be affecting your webcam drivers like CrazyTalk, VNC, or any application that utilizes your webcam.
B. Upgrade your webcam drivers to the newest release.
C. For Logitech users, you must disable RightLight in the Logitech software and turn Low Light Boost to zero. When RightLight or Low Light Boost is turned on, the camera is capped at 15fps by the webcam drivers.
D. If you are using a laptop, ensure that your Power Settings are set to Maximum Performance (Control Panel -> Power Options).

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8. I am unable to connect to another endpoint.

A. LifeSize Desktop is SIP only, so the endpoint you are trying to reach must be SIP compatible. If you are trying to call a LifeSize system, ensure that it is using the latest codec firmware 4.2 or later.
B. Check with your network admin to determine if there are firewalls separating the endpoint you are trying to call and refer to the information above about connecting while behind a network Firewall.

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9. It takes a long time for a call to connect and once it does I have major packet loss.

This is likely due to your network connection having a lower speed than what LifeSize Desktop is configured for. Lower the bandwidth (Management Center -> General) and try the call again.

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10. Can I plug in a USB webcam while in a call?

You should avoid adding or removing USB webcams while in a call or while the video is being displayed in the Management Center. Microsoft Windows has a known problem of hot swapping USB devices while they are being used, which may lead to a system crash.

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11. I am connected to my corporate VPN, but cannot place or receive calls.

To configure LifeSize Desktop for use over your corporate VPN, you must set your VPN adapter as the preferred communications interface (Management Center -> Communications -> Firewall).

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12. When I place a call, LifeSize Desktop shows 'Ringing,' but the call never connects.

A. Ensure that you are connected to the internet and that there are no firewalls that are blocking the call.
B. Ensure that the system you are calling has SIP enabled.
C. Ensure that if you are using Transit, that your account is not registered in two places at once, i.e. on LifeSize Desktop and on a LifeSize Room.

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13. I experience major packet loss during video calls.

LifeSize Desktop installs with the default call bandwidth of 1Mbps receive, 384kbps transmit. If these values are greater than the actual bandwidth at your location, then you must change these values to match your actual bandwidth (Management Center -> General). Failure to do so will result in packet loss and a poor video call experience.

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14. How do I restore LifeSize Desktop back to the factory default settings?

Restoring factory default settings will erase LDAP, Network,and General settings. It will not delete the license activation code.
A. Restore defaults by deleting the registry key with Start -> Run -> Regedt32.
B. Then select and delete key HKEY_CURRENT_USERSoftwareLifeSize.
C. Restart the LifeSize Desktop program. Desktop will automatically recreate the registry key with the default values.

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15. Can I use LifeSize Desktop over a Remote Desktop Connection?

No, LifeSize Desktop cannot be used through remote desktop. LifeSize Desktop must be running on the local PC.

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16. How do I connect from LifeSize Desktop to a LifeSize Multipoint unit?

To establish a call from LifeSize Desktop to a LifeSize Multipoint system, your dial string must be in the following format: Meeting_ID@MCU_IP_Address

For example, if the IP address of the Multipoint unit is 10.11.12.13 and the Meeting ID that you are joining is 4567 you would dial from LifeSize Desktop the following string: 4567@10.11.12.13

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Questions?

Contact us to learn more about high definition video communications solutions with LifeSize.

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