Every now and then our systems don't work as we expect.

Please select the item that most apply to your issue, and review the suggestions.

The following table contains the suggested endpoint configurations.

Component Details

Broadband Connectivity

Check the internet connection – minimum download speed 10mbps and upload speed 1mbps.

To check the internet speed, you can use SpeedTest.

Note: To obtain a better performance of audio/video quality it is advisable to use an Ethernet connection as Wi-Fi may sometimes distort the quality of the media.

Web Browser

Supported Web Browsers:

  • Internet Explorer 11
  • Chrome
  • Safari
  • Edge

Skype Meeting Web Plugin

If you join a Skype Meeting using your Browser with audio & video capabilities, the Skype for Business web App Plug-in must be installed.

For more details on how to install the Skype Web App plugin visit this link.

Web Browser Cookies

Ensure there are no cookies blocking the connection to Skype for Business meeting.

AntiVirus

Ensure there are no AV policies/scanner blocking the connection.

Operating System

The following Operating Systems are supported:

  • Windows 10
  • Windows 8.1
  • Windows 8
  • Windows 7
  • Apple Macintosh version 10.8 or later

Computer Specs

Ensure the computing specifications matches a minimum of below technical specs:

  • Memory: 4GB or more
  • CPU: Dual core or more

Headset

For optimum performance please refer to this Microsoft link for recommended headsets and webcams.

To have audio and video from your own personal device remotely you must be running a valid and supported version of Citrix HDX Real Time Media Engine.

Select the version of ICA client installed, either Citrix Receiver or Citrix Workspace and review suggestions.

Component Details

Citrix Receiver

If you are running Citrix Receiver, the following steps will likely fix your setup.

  1. Citrix Receiver: It's highly recommended to run the latest Citxix Receiver. Click here for more details.
  2. HDX Real Time Media Engine: Once your device is running the latest version of Receiver, you should be able to download and install the HDX Real Time Media Engine from here.
  3. Citrix Clean-Up tool: If previous steps didn't fix your Real Time Media Engine, then the best action would be to run the Citrix Clean-up tool and re-install the proposed versions of Citrix Receiver and Real Time Media Engine. Obtain the tool from this link.

Citrix Workspace

The Citrix Workspace has different requirements when compared with the Receiver.

  1. Citrix Workspace: It's highly recommended to run the latest Cirtix Workspace. Click here to access the latest version
  2. HDX Real Time Media Engine: Once your device is running the latest version of Workspace, you should be able install the HDX Real Time Media Engine from here.
  3. Citrix Clean-Up tool: If previous steps didn't fix your Real Time Media Engine, then the best action would be to run the Citrix Clean-up tool and re-install the proposed versions of Citrix Receiver and Real Time Media Engine. Obtain the tool from this link.

Skype for Business is able to delivery audio and video from your dbRasWeb connection.

In order for these functionalities to work, the Citrix HDX Real Time Connector must be showing a Connected state. Search for the following icon on your taskbar and check it's corrent status.

If your status is showing other than connected, you must have some problems with your local installation of the HDX Real Time Media Engine, it's highly suggested to review the suggested for the Citrix HDX Real Time Media Engine.

Our Skype for Business audio bridge solution has many telephone numbers available across the many regions we operate.

If the dial-in telephone number that you are attempting to use doesn't work, we would suggest dialing other telephone number available here, nonetheless you may incur in additional charges.

To verify if the Citrix RealTime Media Engine has been installed and to know which version is installed, please follow the below steps in your machine

Step 1 : Open Control Panel

Step 2 : Select 'Programs and Features'

Step 3 : Search for 'Citrix' in the search bar

Step 4 : Check if you can see the 'Citrix HDX RealTime Media Engine' is installed

Step 5 : If it is installed, you can check the version of the 'Citrix HDX RealTime Media Engine' under 'Version'

To verify the version of Citrix ICA installed, please follow the below steps in your machine

Step 1 : Open Control Panel

Step 2 : Select 'Programs and Features'

Step 3 : Search for 'Citrix' in the search bar

Step 4 : Check if you can see the 'Citrix Receiver' or 'Citrix Workspace' is installed

Step 5 : If Citrix Receiver is installed,you can check the version of the 'Citrix Receiver' under 'Version'