Known problems

All platforms

Peripherals (camera, microphone, speaker)

My camera's light comes on but a black image appears on the Tixeo client

Your camera may not be selected by default in the Tixeo client. To activate your camera in the Tixeo client:

  • Scroll down the main menu
  • Enter the "Settings" menu
  • Select your camera in the "Camera" drop-down menu

interface

I can't hear the other participants but they can hear me
  1. Check that your speakers are switched on and that the volume is sufficient
  2. Also check the speaker selection in the Tixeo client settings
I hear the participants but they don't hear me

Check that the microphone selected in the Tixeo client settings is correct

A participant generates an echo

Only the person not hearing the echo is causing the problem

If you generate an echo:

  • move the microphone away from the speakers
  • Put on a microphone/headset or headphones
  • Turn down the volume of the microphone

Network problems

Video quality deteriorates during a meeting

Networks turn red in Tixeo

The Receive and Send sliders are in the red: congestion is detected. This may be due to a local connection problem (bad wifi/4G reception, overloaded ADSL, congested proxy) It may also be a temporary problem with your ISP.

The CPU is in the red

If the `CPU' slider is in the red, check your system status (consumer software)

v.15.1.0 brings a new bandwidth saving mode see here

Screen sharing is slow to appear

The display speed of the share depends on :

  1. the resolution of the participant's screen
  2. the bandwidth of the participant who is sharing his screen

The higher the resolution, the heavier the first image will be to load. Once the first image is displayed, the sharing should be more fluid.

Random disconnection of the meeting

This is often due to network congestion, the server loses "contact" with you and stops the communication.

In most cases, you can reconnect.

The team is working on an automatic reconnection system.


Error messages

A message indicates that my login and/or password are wrong
  1. Make sure you type the correct password (beware of Caps Lock and/or Numeric Keypad)
  2. Also check that you are on the right Tixeo server

server selection

A message indicates a connection error: Error: connection timeout...

error timeout

It is impossible to reach the server because of a network problem.

This can be a problem on the Tixeo side, but also on your side. **Check your internet connection

It can also be a proxy filtering or a filtering located on your company network (check with your IT department)

If other participants are connected, it is probably a problem with your network connection.

A progress bar appears regularly

When the progress bar is on the screen, it means that the Tixeo application generates a "BugReport". This is a file created in case of a crash of the application to help debugging.

If this bar appears regularly, contact support.

password expired

This is a warning about your LDAP password

Contact your IT department

Message indicating that the account is locked

This is a warning about your LDAP account

error timeout

Contact your IT department

Windows

Tixeo can't access the camera

If you are on Windows 10, check the permissions (see below)

  1. Go to Windows 10 settings
  2. Click on "Privacy".
  3. In the left-hand menu, click on "Camera" and check the permissions, then click on "Microphone" and do the same
Permissions Windows10 Permissions Windows10

If you are on Windows 8 / Windows 7

make sure that no software like Skype, Zoom is running.

The Tixeo logo turns and nothing happens

Our application is unable to access the webcam

Check that no access restrictions are set (see below)

  1. Go to Windows 10 settings
  2. Click on "Privacy".
  3. In the left-hand menu, click on "Camera" and check the permissions, then click on "Microphone" and do the same
Permissions Windows10 Permissions Windows10

If this does not solve your problem, make sure that no software like Skype, Zoom is running.

An error message appears when you close Windows

This is a known bug, annoying but without any consequence in use

A workaround is to disable the launch at startup of the application.

The team is working on a solution to the problem

Outlook not showing the right time

the fix is not yet ready, this being a time zone management issue in Outlook that does not respect the standard. The team is still working to resolve this issue.

MacOS

Can't install Tixeo: "Continue" button is greyed out

This is a known error in the OsX installer

Clicking on Install only for me will make the Continue button available.

Install Tixeo Client

Unable to access the camera

Check the permissions by going to:

  • System Preferences
  • Security/Privacy
  • Click on "Camera" or "Camera".
  • Make sure Tixeo is selected

If your problem is not resolved:

Make sure no software such as Facetime or Skype is open

Reset permissions on MAC

When updating Tixeo, it is possible that the camera and microphone access permissions are no longer correct. To correct this, open a terminal and enter:

    tccutil reset Camera

    tccutil reset Microphone
OSX crashes when sharing

If you see the "Tixeo Communication Client" bar twice on the screen

  1. go to the Window menu
  2. check the "Hide tab bar" option

OSX Tab

This removes the tab bar and allows screen sharing

OSX Tab

Message indicating a certificate verification problem (El Capitan / Yosemite)

These 2 versions of OSX are no longer actively maintained, especially in the certificate shop. You need to manually add the UserTrusteCA.crt certificate to the keychain (see attachments)

  1. Download the certificate here
  2. Consult the documentation opposite to update your keychain: click here

If you encounter a problem, try renaming the file to .cer.

If your MAC allows it, we invite you to update it to a more recent version of OSX.

Translated with www.DeepL.com/Translator (free version)

Crash after first launch (Mojave 10.14)

Accept permissions and restart

  • System Preferences
  • Security/Privacy
  • Click on "Camera" or "Camera".
  • Make sure Tixeo is selected
Where to find the bugreport on MacOS

Open finder and go to the directory:

    /Users/Your_username/Library/Logs/TixeoClient/TixeoBugReport.txt

Android

Android : I can't use my hands-free kit

To use your wired or Bluetooth hands-free kit

  1. Unplug the kit
  2. Join the meeting
  3. Plug in the hands-free kit

The sound will automatically switch to the hands-free kit

Android : The volume of my speakers and microphone is low

This issue is under investigation and will be fixed shortly.

iPhone (iOS)

I can't share my screen

Screen sharing or application sharing is not available on iOS.