USER GUIDE 2.2.

0 | January 2018 | 3725-03305-005H

Polycom® RealPresence® Web

Suite
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Contents
About This Guide............................................................................................... 4
Audience, Purpose, and Required Skills.............................................................................4
Terminology Used in This Guide.........................................................................................4
System Requirements.........................................................................................................5
Get Help.............................................................................................................................. 5

Getting Started................................................................................................... 6
Accessing the Portals..........................................................................................................6
Updating Your Personal Profile...........................................................................................7

Managing Contacts............................................................................................ 8
Add a Contact Using Enterprise Directory.......................................................................... 8
Add a Contact Manually...................................................................................................... 8
Edit a Contact......................................................................................................................9
Delete a Contact................................................................................................................. 9
Set Up Social Media Contacts............................................................................................ 9

Scheduling Meetings....................................................................................... 10
Meeting Passcodes...........................................................................................................10
Uploading Documents to Meeting Invitations....................................................................10
Schedule a Meeting.......................................................................................................... 11
Viewing Scheduled Meetings............................................................................................ 12
Edit a Scheduled Meeting................................................................................................. 12
Cancel a Scheduled Meeting............................................................................................ 13

Joining Meetings.............................................................................................. 14
Joining Meetings from Outside a Firewall......................................................................... 14
Joining Meetings from RealPresence Web Suite Services Portal.....................................14
Join a Meeting from the Calendar.......................................................................... 14
Start and Join an Ad Hoc Meeting..........................................................................15
Join a Meeting Using a VMR..................................................................................16
Joining Meetings from RealPresence Web Suite Experience Portal................................ 16
Join a Meeting from a Web URL............................................................................ 16
Join a WebRTC Meeting........................................................................................ 17
Join the Secondary Device without Audio and Video.............................................18

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Ending Meetings...............................................................................................20

Audio and Video Preferences......................................................................... 22

Select Camera, Microphone, and Speaker....................................................................... 22
Configure Camera and Microphone in WebRTC Meeting.................................................22
Configure Audio and Video on Preview Screen..................................................... 23
Mute or Unmute Your Microphone.................................................................................... 24
Adjust Your Speaker Volume............................................................................................ 24
Mute or Unmute Your Speaker......................................................................................... 24
Pause or Start Your Video................................................................................................ 24
Muting Meeting Attendees................................................................................................ 25
Show or Hide Self-View.................................................................................................... 25
Using Zoom.......................................................................................................................26

Recording Meetings......................................................................................... 27
Record a Meeting Using RealPresence Desktop..............................................................27
Record a Meeting Using a Web Browser.......................................................................... 27

Sharing Content............................................................................................... 29
Sharing Content using RealPresence Desktop.................................................................29
Share Content Using RealPresence Desktop........................................................ 29
Sharing Content Using Web Browser............................................................................... 29
Content Sharing Permissions.................................................................................30
Shared Content Queue.......................................................................................... 31
Install the Polycom RealPresence Web Suite Extension....................................... 32
Share Your Screen.................................................................................................32
Share an Application.............................................................................................. 33
Share Files............................................................................................................. 33
Stop Sharing Content............................................................................................. 33
Save a Content File................................................................................................33
Control the Content Layout.................................................................................... 34
Show or Hide the Meeting Video............................................................................34
Lock or Unlock Contents........................................................................................ 34
Annotating Shared Content.................................................................................... 35

Inviting Attendees and Group Chat................................................................ 38

Invite Attendees during Meetings......................................................................................38
Chat with Meeting Attendees............................................................................................ 38

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Change Attendees’ Roles................................................................................ 39

Accessibility Features..................................................................................... 40

Troubleshooting............................................................................................... 41
Troubleshooting Login and Password Issues................................................................... 41
Troubleshooting Connectivity Issues................................................................................ 41
Troubleshooting Browser Issues.......................................................................................43
Troubleshooting Contacts Issues......................................................................................43
Troubleshooting Meeting Issues....................................................................................... 43
Troubleshooting Content Sharing Issues.......................................................................... 45
Troubleshooting Audio Issues...........................................................................................45
Troubleshooting Video Issues...........................................................................................46
Troubleshooting Extension Issues.................................................................................... 46

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About This Guide
Topics:

• Audience, Purpose, and Required Skills

• Terminology Used in This Guide
• System Requirements
• Get Help

This user guide shows you how to create and participate in video conferencing meetings using Polycom®
RealPresence® Web Suite.
RealPresence Web Suite enables you to schedule and join meetings, participate in web video
conferencing meetings, and share content with meeting attendees. Depending on your organization
policy, you can also invite social media contacts to join the meetings.

Audience, Purpose, and Required Skills

The audience for this guide are end users with some familiarity with the video conferencing experience.
However, new users should be able to use this guide to familiarize themselves with how RealPresence
Web Suite works and how to use the portal clients.
This guide provides the information needed to schedule and administer meetings on the RealPresence
Web Suite Services Portal and attend meetings using the RealPresence Web Suite Experience Portal.
This guide also provides feature information for content sharing, audio and video settings, and meeting
control features.

Terminology Used in This Guide

You will notice the same terms and conventions used repeatedly throughout this guide.
Make sure that you familiarize yourself with these terms and conventions so that you understand how to
perform video conferencing tasks.
Roster A list of attendees participating in a RealPresence Web Suite meeting. This list shows all the
meeting attendees including chairpersons, participants, or guests.
Attendee Refers to anyone participating in a RealPresence Web Suite meeting.
• Chairperson The in-meeting role with the greatest level of privileges. A chairperson attendee
controls the meeting and has full privileges, including the ability to share content, assign content
sharing rights, control the meeting using the Roster, and start or end a meeting. The meeting host is
automatically given chairperson rights.
• Participant  The in-meeting role with an intermediate level of privileges. A participant attendee
can receive audio and video and typically can also share content.
• Guest The in-meeting role with the most restrictive level of privileges. A guest attendee can
receive audio and video but has limited permissions for other meeting functions.
Meeting An active conference with one or more attendees.

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 About This Guide

• WebRTC Conference A web conference that attendees join with web browser enabled with real-
time communication capabilities.
• Non-WebRTC Conference  A conference is in comparison with the WebRTC conference that
attendees can join with following methods:
◦ If attendees join with the primary device, the attendees will join with the RealPresence Web
Suite soft client.
◦ If attendees join with the secondary device without audio and video, the attendees will join
with web browser.
VMR "VMR" stands for Virtual Meeting Room, a virtual space where a meeting can be held. Each VMR
has a numerical identifier associated with it. RealPresence Web Suite works with two types of VMRs:
• Personal VMR that is persistent, reusable, and typically assigned for the use of a particular meeting
host.
• Ad hoc VMR that is ephemeral and created to host a single meeting instance.
Content Documents, graphics, whiteboards, blackboards, or videos that attendees can share with
others.
Soft Client An application (RealPresence Desktop or RealPresence Mobile) that RealPresence Web
Suite attendees can use to join and control the non-WebRTC meetings.
Extension An program that extends the sharing content capabilities for the RealPresence Web Suite
attendees who using Google Chrome to join the WebRTC meetings.

System Requirements
You need to know RealPresence Web Suite system, web client and soft client minimum requirements,
prerequistes and limitation before using them.
RealPresence Web Suite users should consultant your IT/system administrator or read Polycom
RealPresence Web Suite Release Notes on Polycom Support to understand the system minmum
requirements and prerequistes.

Get Help
For more information about installing, configuring, and administering Polycom products, refer to
Documents and Downloads at Polycom Support.

Polycom and Partner Resources

To find all Polycom partner solutions, see Strategic Global Partner Solutions.

The Polycom Community

The Polycom Community gives you access to the latest developer and support information. Participate in
discussion forums to share ideas and solve problems with your colleagues. To register with the Polycom
Community, simply create a Polycom online account. When logged in, you can access Polycom support
personnel and participate in developer and support forums to find the latest information on hardware,
software, and partner solutions topics.

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Getting Started
Topics:

• Accessing the Portals

• Updating Your Personal Profile

Your RealPresence Web Suite deployment includes two web portals: the RealPresence Web Suite
Services Portal and the RealPresence Web Suite Experience Portal.
Your company’s RealPresence Web Suite system has a set of URLs that you use to connect to the
portals. Contact your company IT or system administrator to get the URLs you need for your system
deployment.

RealPresence Web Suite Services Portal

In the RealPresence Web Suite Services Portal, you can perform the following tasks:
• Schedule meetings and join scheduled meetings from the calendar
• Join an ad hoc meeting
• Join a meeting using a VMR
• Manage contacts

RealPresence Web Suite Experience Portal

In the RealPresence Web Suite Experience Portal, you can perform the following tasks:
• Join meetings
• Audio and video controls
• Record meetings
• Control the roster
• Share content
• Group chat

Accessing the Portals

Depending on how your organization deploys RealPresence Web Suite, there are different options for
accessing the web portals.
You can access the portals using one of the following methods:
• Company Enterprise Directory credentials
• Dedicated RealPresence Web Suite account user name and password
• Automatic login through your company deployment (no credentials needed)
• Guest login using your name and email address (when joining meetings only)
Contact your company IT or system administrator to find out which method you need to use to log in.
When you log in the RealPresence Web Suite Experience Portal, you will directly join the meetings.

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 Getting Started

Login RealPresence Web Suite Services Portal

Procedure
1. Paste the web URL into the address bar of your web browser.
2. Enter your User domain name (username@domain) and Password.

Updating Your Personal Profile

If your RealPresence Web Suite system uses Enterprise Directory or enterprise network authentication,
you cannot edit personal details in the RealPresence Web Suite Services Portal. Ask your system
administrator how to change your contact information in your Enterprise Directory or enterprise profile if
you need to make changes.
Editing your personal profile enables you to update your name, contact information, location, and
password.

Procedure
1. In the top-right corner of the RealPresence Web Suite Services Portal, click your name and click
Edit Profile.
2. On the Edit Profile page, edit the information under Personal settings.
3. If you want a new password, click Change Password and enter your password information.
4. Confirm that your changes are correct and click Update.

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Managing Contacts
Topics:

• Add a Contact Using Enterprise Directory

• Add a Contact Manually
• Edit a Contact
• Delete a Contact
• Set Up Social Media Contacts

The RealPresence Web Suite Services Portal address book keeps all your meeting contacts together in
one location for easy access. From the address book, you can manage contacts manually, from your
corporate or enterprise directory, or from social media accounts.

Add a Contact Using Enterprise Directory

You can add contacts to your contacts list from your company Enterprise Directory.
Anyone you invite to a meeting is automatically added to your contact list.

Procedure
1. From the Open Menu panel, click Contacts > Set Up.
2. On the Contacts Management page, click From Enterprise Directory.
3. Type a name in the search field and click .

4. Hover your mouse over the name you want to add and click to add the contact to your list.

Add a Contact Manually

You can add contacts to your contacts list by adding their information manually.
Anyone you invite to a meeting is automatically added to your contact list.

Procedure
1. From the Open Menu panel, click Contacts > Set Up.
2. On the Contacts Management page, click Create New and complete the required fields.
3. Click Add.

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 Managing Contacts

Edit a Contact
Editing a contact in your Contacts list on the RealPresence Web Suite Services Portal keeps your
Contacts list up to date.
You can change any information saved for a contact, including first name, last name, email address, and
phone number.

Procedure
1. From the Open Menu panel, click Contacts > Set Up.
2. On the Contacts Management page, select the contact you want to edit in the list of Saved
Contacts.
3. Click and edit the information in the text fields.

4. Click Save.

Delete a Contact
You can delete any contact that you added to your Contacts list.

Procedure
1. From the Open Menu panel, click Contacts > Set Up.
2. On the Contacts Management page, select the contact you want to delete and click .

3. In the Delete saved contact? dialog box, click Delete.

Set Up Social Media Contacts

Your system administrator can enable applications for RealPresence Web Suite that enable you to send
meeting invitations to your contacts on Google+.
You must first give RealPresence Web Suite permission to access these contacts.

Procedure
1. Do one of the following:
• On the RealPresence Web Suite Services Portal home page, under Contacts, click , if
available.
• From the Open Menu panel in the RealPresence Web Suite Services Portal, click Contacts.
2. Sign in to your user account and allow RealPresence Web Suite to access your profile information.
3. Follow any additional application prompts.
4. After setting up social contacts, you can view your Google+ contacts in the RealPresence Web
Suite Services Portal and schedule meetings with them.
If your Google+ contacts do not appear, contact your IT or system administrator.

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Scheduling Meetings
Topics:

• Meeting Passcodes
• Uploading Documents to Meeting Invitations
• Schedule a Meeting
• Viewing Scheduled Meetings
• Edit a Scheduled Meeting
• Cancel a Scheduled Meeting

To schedule meetings, you must have a user or administrator account on the RealPresence Web Suite
Services Portal.

Meeting Passcodes
When you schedule a meeting, you have the option to set passcodes to control who can enter or manage
the meeting.
Meeting passcode Provides added security and ensures that only invited attendees can enter. If you
set a meeting passcode, you need to share that passcode with the other meeting attendees for them to
join the meeting.
Chairperson passcode Enables an attendee to control a meeting by managing content sharing
permissions, muting attendees, or ending a meeting.

Uploading Documents to Meeting Invitations

If your organization has enabled the Enhanced Content feature, you can attach documents to meetings
that you schedule in the RealPresence Web Suite Services Portal.
You can also upload or delete documents later by editing the meeting. Participants can only delete the
documents they upload, although the Host can delete any document of the participants before the
meeting begins.
Supported document types include:
• Adobe PDF files (.pdf)
• Microsoft PowerPoint files (.ppt and .pptx)
• Microsoft Word files (.doc and .docx)
• Common image file formats (.jpg, .png, .gif, .bmp, and .svg)
The maximum file size and per-meeting file space limits are set by your IT or system administrator.
During your meeting, these documents are available for attendees to view and, with the right device
capabilities, annotate. Only attendees using a HTML5-capable browser, such as a Google Chrome,
Mozilla Firefox, Apple Safari, or Microsoft Internet Explorer (version 11 and above) can utilize Enhanced
Content.

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 Scheduling Meetings

Documents cannot be added or deleted from the RealPresence Web Suite Services Portal during an
ongoing meeting. Use the in-meeting content controls provided by the RealPresence Web Suite
Experience Portal for this function. For security reasons, all uploaded documents are deleted once the
meeting ends.

Schedule a Meeting
To schedule a meeting, use the RealPresence Web Suite Services Portal to enter the meeting details and
invite participants.
After you schedule the meeting, the portal adds the meeting to your calendar and sends an email to the
invited attendees with the link they use to join the meeting.

Procedure
1. On the RealPresence Web Suite Services Portal home page, click Schedule Meeting.
2. Enter the following information:
• In the To field, enter valid email addresses, Enterprise Directory contacts user names, or
user names of social contacts.
• In the Subject field, type a subject for the meeting (required).
• In the Agenda field, type or paste a meeting agenda.
• In the Schedule fields, click to select start and end times and dates for the meetings.
• If inviting contacts are in different time zones, click Add Time Zones and choose a time
zone to check the meeting time in that time zone.
3. Optionally, upload documents associated with the meeting by doing one of the following:
• Drag and drop the files to the indicated area.
• Click the link to browse to the files.
4. Expand Meeting options:
a. To set up meeting passcode, do one of the following:
• Select Use Personal VMR to enter a VMR number and the VMR passcode from the
RealPresence DMA system.
• Select Meeting passcode to add a numeric passcode that attendees must enter to
join the meeting. If needed, select Chairperson passcode addtionally to add a
separate numeric passcode that identifies the meeting chairperson.
b. Click Allow only Enterprise Users to specify that only users from within your
organizational domain can enter the meeting.
c. Click Allow participants to upload documents to let any participant attach documents.
5. Click Schedule.
The attendees you invited receive email notifications that include a link to the meeting. The
meeting is added to your personal schedule and is listed on your calendar and the home page.

Note: If you choose to use a meeting or chairperson passcode, the passcode is not included in
the meeting invite. Send the passcode to the participants offline.

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 Scheduling Meetings

Viewing Scheduled Meetings

You can view and sort your scheduled meetings from the RealPresence Web Suite Services Portal home
page or from the Calendar.

View a Scheduled Meeting on the Home Page

The RealPresence Web Suite Services Portal home page displays meetings for the week and upcoming
meetings that you scheduled.

Procedure
1. Log in to the RealPresence Web Suite Services Portal.
The Calendar section of the home page shows your recently scheduled and upcoming meetings.

View a Scheduled Meeting in the Calendar

In the Calendar, you can view meetings scheduled for the day, week, or month.

Procedure
1. From the Open Menu panel in the RealPresence Web Suite Services Portal, click Calendar.
The Calendar displays your meetings for the day.
2. Click Weekly or Monthly to change the Calendar view.
3. In the Meetings Calendar page, enable the Show Only the Meetings Scheduled By Me check
box to display the meetings scheduled by you.

Edit a Scheduled Meeting

When you edit a meeting, all the invited attendees receive an email notifying them of the change.
You can edit only upcoming meetings that you scheduled, and you cannot edit a meeting within five
minutes of the meeting start time.

Procedure
1. From the Open Menu panel in the RealPresence Web Suite Services Portal, click Calendar.
2. Click next to the meeting you want to edit.

3. On the Schedule Meeting page, edit the meeting information.

4. Optionally, upload or delete documents and change meeting options.
5. Click Update.
Each invited attendee receives an updated meeting invitation email with the new meeting details.

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 Scheduling Meetings

Cancel a Scheduled Meeting

When you cancel a meeting, all the invited attendees receive an email notifying them that the meeting
has been canceled and any documents attached to the meeting are deleted.
You can cancel only upcoming meetings that you scheduled, and you cannot cancel a meeting within five
minutes of the meeting start time.

Procedure
1. From the Open Menu panel in the RealPresence Web Suite Services Portal, click Calendar.
2. Click next to the meeting you want to cancel.

3. Click OK.
The Calendar shows the meeting as canceled, and each invited attendee receives a cancellation
notice.

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Joining Meetings
Topics:

• Joining Meetings from Outside a Firewall

• Joining Meetings from RealPresence Web Suite Services Portal
▪ Joining Meetings from RealPresence Web Suite Experience Portal

You can join meetings either from RealPresence Web Suite Services Portal or RealPresence Web Suite
Experience Portal.
Depending on how your company’s IT or system admin configured your system, you can join meetings
from RealPresence Web Suite Experience Portal at first, then continue joining the meeting using a web
browser, RealPresence Desktop software, or RealPresence Mobile software.
You can join a meeting with your secondary device (computer, phone or tablet) without audio and video
from the RealPresence Web Suite Experience Portal.

Joining Meetings from Outside a Firewall

If you are joining a meeting from behind a firewall, the system may prompt you to enter proxy credentials
to connect to the meeting.
Contact your company IT or system administrator to get the correct credentials for your network,
computer, or browser.

Joining Meetings from RealPresence Web Suite

Services Portal
The meeting host can join meetings after initiating the meetings from RealPresence Web Suite Services
Portal.
The host can join a scheduled meeting up to five minutes before its start time.
The meeting host automatically becomes the meeting chairperson upon joining the meeting. Depending
on the settings used in the deployment, some meetings may require the chairperson to join before the
session can start. Until then, attendees cannot see or interact with each other.

Join a Meeting from the Calendar

From the RealPresence Web Suite Services Portal home page or Calendar, you can join meetings that
you or another person scheduled.

Procedure
1. In the RealPresence Web Suite Services Portal, locate the meeting on the home page or the
Calendar, and click the meeting entry.
2. Click the Web URI .

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 Joining Meetings

3. Click Continue to join the meeting.

You are routed to RealPresence Web Suite Experience Portal and then connected to meeting
either using the web browser or soft client.

Start and Join an Ad Hoc Meeting

Starting an ad hoc meeting directly from the RealPresence Web Suite Services Portal is similar to
scheduling a meeting. The only difference is you connect directly to the meeting after you send the
meeting invitation to other attendees.

Procedure
1. Click Meet Now
2. Complete the following fields:
• In the To field, enter valid email addresses, Enterprise Directory contacts user names, or
user names of social media contacts.
• Type a Subject for the meeting.
• Type or paste a meeting agenda in the Agenda field.
3. Expand Meeting options:
a. To set up meeting information, do one of the followings:
• Select Use Personal VMR to enter your VMR number and VMR passcode. To
initiate a WebRTC meeting, you need to enter a VMR number from RealPresence
DMA system.
• If not use personal VMR, click Meeting passcode to add a numeric passcode that
attendees must enter to join the meeting.
• If not use personal VMR, click Chairperson passcode to add a separate numeric
passcode that identifies the meeting chairpersons.
b. Click Allow only Enterprise Users to specify that only users from within your
organizational domain can enter the meeting.
4. Click Start to start the meeting.
At this time, the attendees you invited receive email notifications that include a link to the meeting.
When they click the link, they are directed to the online meeting room.
5. Configure your audio and video preferences and click Continue to join the meeting.

Note: If you choose to use a meeting or chairperson passcode, the passcode is not included in
the meeting invite. Send the passcode to the participants offline.

You are routed to RealPresence Web Suite Experience Portal and then connected to meeting
either using the web browser or soft client.

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 Joining Meetings

Join a Meeting Using a VMR

If enabled by your system administrator, you can join meetings from the RealPresence Web Suite
Services Portal using the VMR number for the meeting.

Procedure
1. Click Join Meeting.
2. Enter the VMR and Passcode (if applicable) provided in the meeting invitation, and click Start.
To initate a WebRTC meeting, you need to enter a VMR number from RealPresence DMA system.
You are routed to RealPresence Web Suite Experience Portal and then connected to meeting
either using the web browser or soft client.

Joining Meetings from RealPresence Web Suite

Experience Portal
After a host schedules a meeting, attendees receive an email invitation containing a URL. After clicking
the URL, attendees can join meetings from the RealPresence Web Suite Experience Portal.
The meeting host automatically becomes the meeting chairperson upon joining the meeting. Depending
on the settings used in the deployment, some meetings may require the chairperson to join before the
session can start. Until then, attendees cannot see or interact with each other.
Participants and guests can send the URL to others via a chat message, a calendar invitation, or an
email.
Depending on the following settings, the system will connect attendees to the web browser or launch
RealPresence Desktop/RealPresence Mobile. Then attendees can continue joining the meetings from the
web browser or RealPresence Desktop/RealPresence Mobile.
▪ Administrator enables or disables WebRTC.
▪ Attendees use computers or mobile devices.
▪ Attendees select or deselect Join without Audio and Video.
▪ If attendees use their secondary device to join the meetings.

Join a Meeting from a Web URL

You can join a meeting from the RealPresence Web Suite Experience Portal Web URL.

Procedure
1. Click the Web URL in the meeting invitation or copy and paste the web URL into the address bar
of your web browser.
2. In the login section, do one of the following:
• To log in as a registered user, click Registered User and enter your User domain name
(username@domain) and Password.
• To log in as a guest, click Guest and enter your User name and Email address.
3. To remember the login credentials, select Remember Me.

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 Joining Meetings

4. If the system populates the lobby code as the # Meeting ID, enter the meeting Passcode
[optional].
If the lobby code does not display, enter the VMR Number for the meeting. You can find the VMR
Number from your meeting invitation.
5. Leave the Join without audio and video unselected.
You can join your secondary device in the same meeting and select Join without audio and
video.
6. Click Continue.
• If you join a WebRTC conference from your computer, now the meeting connects from your
web browser.
• If not, the launcher page displays.
7. Depending on you use computers or mobile devices to join the meeting, do one of the following:
• Launch RealPresence Desktop software on your computer.
• Launch RealPresence Mobile software on your mobile device.
8. To launch the RealPresence Desktop software on your computer, do one of the following:
• After the Launcher_*.exe download completes, run the launcher.
• If the download does not start automatically, in the launcher page, click the link of “click
here”, run the launcher.
The system launches the RealPresence Desktop software and connects the meeting immediately.
9. To launch the RealPresence Mobile software on your mobile device, do one of the following:
• If you have RealPresence Mobile installed, tap Launch the application and the meeting
connects immediately.
• If not, click Install the application from App Store, and you are redirected to your device
App Store to download and install the RealPresence Mobile application.
The system launches the RealPresence Mobile software and connects the meeting immediately.
You may use web browser or soft client to control the meeting depending on how your company’s
IT or system administrator configured the system.

Accepting RealPresence Desktop Upgrade

Since version 2.2.0, when you join a non-WebRTC meeting, you can accept RealPresence Web Suite to
upgrade your RealPresence Desktop to a higher version.

Note: You still need to buy the RealPresence Desktop license, if you want to use RealPresence
Desktop as a standalone meeting software (not the soft client of RealPresence Web Suite).

After the upgrade completes, you need to restart the RealPresence Desktop, then join the meeting again
from the web portal.

Join a WebRTC Meeting

If your administrator enables WebRTC, you can use a supported WebRTC-capable browser (Google
Chrome) to join and control the meetings.
When using WebRTC, you may experience the following:
• You will have to grant permission to your browser to access your camera and microphone.

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 Joining Meetings

• Your browser is where to set your microphone and camera preferences and permissions, not the
RealPresence Web Suite Experience Portal interface. You do not have an audio or video settings
menu or options when joining a meeting.
• You might start a call in mesh mode (three or fewer participants) and later transition to a call using
an MCU bridge.

Procedure
1. Click the Web URL in the meeting invitation or copy and paste the web URL into the address bar
of your web browser.
2. In the login section, do one of the following:
• To log in as a registered user, click Registered User and enter your User domain name
(username@domain) and Password.
• To log in as a guest, click Guest and enter your User name and Email address.
3. To remember the login credentials, select Remember Me.
4. If the system populates the lobby code as the # Meeting ID, enter the meeting Passcode
[optional].
If the lobby code does not display, enter the VMR Number for the meeting. You can find the VMR
Number from your meeting invitation.
5. Leave the Join without audio and video unselected.
You can join your secondary device in the same meeting and select Join without audio and
video.
6. Click Continue.
The audio and video preview screen displays.
You will need to install the RealPresence Web Suite Extension to share your screen.

Join the Secondary Device without Audio and Video

You can join your secondary device (computer, phone, and tablet) to the same meeting to share content
and have a group chat if you have joint your primary device using RealPresence Desktop/RealPresence
Mobile software.

Procedure
1. Click the Web URL in the meeting invitation or copy and paste the web URL into the address bar
of your web browser.
2. In the login section, do one of the following:
▪ To log in as a registered user, click Registered User and enter your User domain name
(username@domain) and Password.
▪ To log in as a guest, click Guest and enter your User name and Email address.
3. To remember the login credentials, select Remember Me.
4. Enter the VMR number as the # Meeting ID.
You can find the VMR Number from your meeting invitation.
5. Select the Join without audio and video.

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 Joining Meetings

6. Click Continue.

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Ending Meetings
Topics:

▪ End a Meeting
▪ Exit a Meeting
• Drop a Meeting Attendee

Depending on your system’s settings, only specific meeting attendees can end meetings in RealPresence
Web Suite.
The chairperson (and participants if enabled by your administrator) can end a meeting. Guests and
participants (if disabled by your administrator) can exit the meeting but cannot end it.

End a Meeting
Chairpersons (and participants if enabled by your administrator) can end the meeting .

Procedure
1. Click Hang up .

2. Do one of the following:

▪ For a meeting you join in RealPresence Desktop, click Exit Meeting for All.
▪ For a meeting you join in a web browser, click End meeting for all and confirm that you
want to end the meeting.

Exit a Meeting
Any meeting attendees can exit a meeting. If the only connected chairperson exits the meeting without
ending it, the meeting continues and ends only when all other attendees exit the meeting.

Procedure
1. Click Hang up .

2. Click Exit meeting.

Drop a Meeting Attendee

Chairpersons (and participants if enabled by your administrator) can drop other attendees from a
meeting.

Procedure
1. Click Roster and click the name of the attendee.

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 Ending Meetings

2. Click Hang Up .

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Audio and Video Preferences
Topics:

▪ Select Camera, Microphone, and Speaker

• Configure Camera and Microphone in WebRTC Meeting
• Mute or Unmute Your Microphone
▪ Adjust Your Speaker Volume
• Mute or Unmute Your Speaker
• Pause or Start Your Video
• Muting Meeting Attendees
• Show or Hide Self-View
• Using Zoom

You can configure your microphone, speaker and camera before and during the meetings.
• If joining a WebRTC conference from your computer, you will still use the RealPresence Web Suite
Experience Portal to configure the audio and video.
• If not, you will use RealPresence Desktop/RealPresence Mobile as the RealPresence Web Suite
soft client to configure the audio and video.

Select Camera, Microphone, and Speaker

You can select camera, microphone, and speaker devices when connecting to the meeting or during the
meeting in the RealPresence Desktop/RealPresence Mobile.

Procedure
1. At the bottom of the screen, select .

2. Select Call Settings

3. In the Call Settings pane, choose the following:

▪ Select a camera in the Video Device.
▪ Select a microphone in the Audio input device (microphone).
▪ Select a speaker in the Audio output device (speakers).

Configure Camera and Microphone in WebRTC

Meeting
If you connect to a WebRTC meeting, you must configure your audio and video settings in the browser
controls and not in the RealPresence Web Suite Experience Portal.
You should configure these options before you join the meeting so you don't lose connectivity.

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 Audio and Video Preferences

Procedure
1. Click the camera icon on the right side of your browser URL field to access your camera and
microphone settings.
2. Allow the browser to access your camera and microphone and select your audio and video
preferences.
Consult your browser help documentation or your company IT administrator for help setting your
audio and video preferences within your browser.
You may need to refresh your browser and rejoin the meeting for the camera and microphone
changes to take effect.

Configure Audio and Video on Preview Screen

Only WebRTC conference provides a preview screen where you can enable or disable audio and video
before joining the meeting.

Procedure
1. In the preview screen, do one of the following:
▪ Pause or start your video
▪ Mute or unmute your microphone
▪ Mute or unmute your speaker
▪ Select or unselect join without audio and video
Audio and video preview screen for a WebRTC meeting

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 Audio and Video Preferences

Mute or Unmute Your Microphone

Administrator's settings determine the attendees muted or unmuted when they join the non-WebRTC
conference. WebRTC meeting attendees join as unmuted.

Procedure
1. Select or to mute or unmute your microphone.

Adjust Your Speaker Volume

You can adjust your speaker volume or mute it.

Note: When your system speaker is muted, appears on the speaker button and you see a
tooltip “Your system speaker is muted.” You must unmute your system speaker before you can
adjust the speaker volume.

Procedure
» At the bottom of the screen, do one of the following:
◦ To adjust your speaker volume, select and then drag the microphone slide bar.
◦ To mute your speaker, select then drag the slide bar until the icon changes to .

Mute or Unmute Your Speaker

Procedure
1. Select or to mute or unmute your speaker.

Pause or Start Your Video

When you mute your video or join a meeting without a camera, your video stream is replaced with your
profile picture (if set), or a placeholder picture.

Procedure
1. Select or to pause or start your video.

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 Audio and Video Preferences

Muting Meeting Attendees

You can mute other meeting attendees in the WebRTC conference or non-WebRTC joining with the
secondary device (Join without Audio and Video).
Chairpersons (and participants if enabled by your administrator) can mute all meeting attendees or
individual attendees. Attendees muted by a chairperson cannot unmute themselves, and a chairperson
cannot unmute attendees who muted themselves.

Mute All Meeting Attendees

Chairpersons (and participants if enabled by your administrator) can mute all other meeting attendees at
one time.

Procedure
1. At the bottom of the screen, select .

2. Select Roster.

3. At the top of the Roster, select and confirm that you want to mute all attendees other than
yourself.
The mute icon displays for all the attendees listed in the Roster. The muting remains in place
until removed by you or another privileged attendee or an administrator.

Mute Individual Meeting Attendees

Chairpersons (and participants if enabled by your administrator) can choose to mute and unmute
individual attendees during meetings.

Procedure
1. At the bottom of the screen, select .

2. Select Roster and click an attendee.

3. Click .
The attendee is muted, and the mute icon displays in the Roster. The muting remains in place
until removed by you or another privileged attendee or an administrator.

Show or Hide Self-View

You can show or hide your own video stream in the meeting window during a meeting. Showing or hiding
your video does not mute your video stream to other participants.

Procedure
1. Select ( in WebRTC meeting) or ( in WebRTC meeting) hide or show your own video.

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 Audio and Video Preferences

Using Zoom
For meetings where participants are displayed in separate video panes, you can double-click to zoom in
or zoom out.
How a meeting displays is dependent on how your administrator has configured RealPresence Web
Suite.

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Recording Meetings
Topics:

▪ Record a Meeting Using RealPresence Desktop

• Record a Meeting Using a Web Browser

Depending on permission settings configured by your administrator, the chairperson may be the only
person who can record a meeting (guests can never record a meeting).
A meeting recording includes all of the video, audio, and shared content associated with the meeting.
When a recording starts, a message (or voice message) notifies all meeting attendees that the meeting is
being recorded.
Contact your IT or system administrator to find out if the recording is available on your system.

Record a Meeting Using RealPresence Desktop

You can record a meeting using RealPresence Desktop via Polycom® RealPresence® Collaboration
Server DTMF codes.
Chairperson (and participants if enabled by your administrator) can record the meeting. Guests cannot
record the meeting.

Procedure
1. Click Option Menu

2. Click Keypad .

3. Enter one of the following DTMF codes:

▪ *2 Start or resume recording.
▪ *3 Stop recording.
▪ *1 Pause recording.
The recording DTMF codes may be different depending on the RealPresence Collaboration
Server's configurations.
Contact your IT for DTMF codes use and where to retrieve your recorded meetings.

Record a Meeting Using a Web Browser

You can record a meeting you join in a web browser directly from the RealPresence Web Suite
Experience Portal interface.
Chairpersons (and participants if enabled by your administrator) can record the meeting. Guests cannot
record the meeting.

Procedure
1. Click Record .

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 Recording Meetings

The button turns red to show that recording is in progress, and the notification bar displays the
message Recording started.
2. To stop recording, do one of the following:
• Click Record to stop recording but continue the meeting.
• Click Hang Up and end the meeting for all.
Depending on the recording system your RealPresence Web Suite deployment uses, you may receive an
email notification with a link to your recorded meeting. If you do not receive notification that your meeting
recording is ready for viewing, contact your company IT or system administrator for more information.

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Sharing Content
Topics:

▪ Sharing Content using RealPresence Desktop

• Sharing Content Using Web Browser

To enhance the collaboration experience, you can share documents, presentations, and other content
with the meeting attendees.
The content-sharing capabilities available to you depend on what options your organization has enabled
for content sharing and if you are using a supported browser or device to connect to the meeting.

Sharing Content using RealPresence Desktop

Chairpersons can share the content. Participants and Guests can share content if administrator granted
the permission.

Share Content Using RealPresence Desktop

Chairpersons can share content. Participants and Guests can share content if depending on how your
company’s IT or system administrator configured the system.

Procedure
1. Select .

2. Choose one of the following

▪ To share your desktop, select an option under Share Monitor.
▪ To share a running application, select an option under Share Application.
You can refresh the running application list by clicking or tapping on the right of Share
Application.

Sharing Content Using Web Browser

You can share content in meetings your join using a web browser.
To enhance the collaboration experience, you can share documents, presentations, and other content
with the meeting attendees.
The content-sharing capabilities available to you depend on what options your organization has enabled
for content sharing and if you are using a supported browser or device to connect to the meeting.

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 Sharing Content

Content Sharing Permissions

Meeting attendees must have the correct permissions in order to share content.
Under default policies, chairpersons and attendees are allowed to share content but guests are not. The
solution administrator can modify these policies as they see fit, for instance, to grant content sharing
privileges to the guest role or remove them from the participant role.

Request to Share Content

If you want to share content, but have been assigned a role that does not allow it, you must request
content sharing permissions from a more privileged meeting attendee.

Procedure
1. Click Roster and click To share content, click to ask for content sharing permissions.
Meeting attendees with privilege to grant or deny your request (typically chairpersons) will receive
a notification of your request and an option to allow or deny it. A message at the top of the screen
informs you if the request is approved or denied.
• If approved, you are assigned a new conference role with content sharing privileges,
typically participant, and appears at the bottom right of your screen.
• If denied, you cannot ask for content sharing permissions again.

Approve Content Sharing Requests

Attendees whose meeting role has been granted the "Roster Control" privilege by the administrator
(which is by default assigned to the chairperson role only) can approve content sharing requests from
attendees who lack the necessary permissions.
When an attendee requests content sharing permissions, if you have the necessary permissions to
respond to the request, you receive a message at the top of the screen, appears on the Details menu,
and the request appears in the Roster.

Procedure
1. Click Roster.
2. In the request, click .

Deny Content Sharing Requests

Attendees whose meeting role has been granted the "Roster Control" privilege by the administrator
(which is by default assigned to the chairperson role only) can deny content sharing requests from
attendees who lack the necessary permissions. If you deny content sharing permissions for an attendee,
then the attendee cannot request the permissions again in the same meeting.
When an attendee requests content sharing permissions, if you have the necessary permissions to
respond to the request, you receive a message at the top of the screen, appears on the Details menu,
and the request appears in the Roster.

Procedure
1. Click Roster.
2. In the request, click .

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 Sharing Content

Grant an Attendee Content Privileges without Prior Request

Attendees whose meeting role has been granted the "Promote" privilege by the administrator (which is by
default assigned to the chairperson role only) can grant content sharing permissions to attendees who
lack it by changing their conference role using the Roster. This method gets the same result without the
attendee needing to request permission through the above mechanism.

Procedure
1. Click Roster.
2. Select the name of a guest and click Change Status.
3. Click Chairperson or Participant depending on the role you want to assign to the guest.
The attendee is notified of the new role and can now share content if the new role allows it.

Shared Content Queue

You can view the shared monitors, applications, files, whiteboards, and blackboards in the shared
Content Queue panel, which displays thumbnails and information about the available content. You can
share up to six multiple streams of content simultaneously.
Shared Content Queue

Share Content from the Queue

All content sharing is initiated from the Queue. Here you can view preloaded content as well as select
specific content to share.

Procedure
1. Click Content in the lower-right corner.

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 Sharing Content

If there are documents already attached to the meeting, Queue is selected.

2. Click the Share button for the file you want to share.
The shared item moves to the stage (the area to the left of the Queue that is shared with others).

View a Specific Content Source

When you have multiple files being shared simultaneously, you can switch between them in the main
content sharing stage.

Procedure
1. Choose a shared content item to view by doing one of the following:
• Double-click the thumbnail of the item in the Content Queue.
• Click the Maximize button of the file on the stage.
• If the document is minimized at the bottom of the stage, double-click the thumbnail to
maximize it.

Install the Polycom RealPresence Web Suite Extension

To share content in WebRTC meeting, you need the Polycom® RealPresence® Web Suite Extension
installed in the Google Chrome.
The RealPresence Web Suite extension may be installed on your system by your administrator. If not,
you will be prompted to install it by visiting the Chrome Web Store.

Procedure
1. Click Add to download and install the RealPresence Web Suite extension from the Chrome Web
Store when prompted by the on-screen instructions.
Depending on your system or browser settings, you may need to do the following:
• If you have a pop-up blocker or other security features enabled in your browser, you may
need to allow the browser to accept extension before you can download or install it.
• You may need to refresh your browser and rejoin the meeting for the software changes to
take effect.
• If you already have the extension installed in your system from a previous version of
RealPresence Web Suite, you may need to download and install it again.

Share Your Screen

Screen sharing is a way to show content without pointing to a specific image, file, whiteboard, or
blackboard. With screen sharing, a copy of your desktop is broadcast to everyone in the meeting.

Procedure
1. Click Content.
2. Choose one of the following options:
• Select the desktop monitor you want to share and click Share.The Content Sharing toolbar
appears at the top of your screen.
• Click Screen Share > Entire Screen to share your desktop.

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 Sharing Content

Share an Application
You can share content directly from applications installed on your system with the meeting attendees.
This option may not be available to you depending on your company's licensing preferences

Procedure
1. Click Content.
2. Click Screen Share.
Ensure that the application that needs to be shared is open on your system.
3. Select the application to be shared on the Share your screen dialog box and click Share.
The application is shared with the meeting attendees.

Share Files
You can share supported files directly with the meeting attendees. This option may not be available to
you depending on your company's licensing preferences.
Supported file types include:
• Adobe PDF files (.pdf)
• Microsoft PowerPoint files (.ppt and .pptx)
• Microsoft Word files (.doc and .docx)
• Common image file formats (.jpg, .png, .gif, .bmp, and .svg)

Procedure
1. Click File Share to upload files for sharing by doing one of the following:
• Drag and drop the files to the indicated area.
• Click the link to browse to the files.

Stop Sharing Content

You can stop sharing all content, your screen, or individual files from the Content Queue or from the main
meeting window.

Procedure
1. Click on your screen or file.

Save a Content File

You can save a file to your local system from the main meeting window. This option may not be available
to you depending on your company's licensing preferences.

Procedure
1. If the document is minimized at the bottom of the meeting window, double-click the thumbnail to
maximize it.
2. Hover over the top of the document to display its toolbar.

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 Sharing Content

3. Click the Download button and select File.

A copy of the document is downloaded to your computer.

Control the Content Layout

In some cases, shared content appears as an additional video window on all attendee screens except for
the presenter. The attendees can choose the layout of the content and the people they want to view.

Procedure
1. Click Layouts.
2. Choose one of the available content and video stream layouts.

Your meeting screen changes to the layout you selected.

Show or Hide the Meeting Video

You can show or hide the video stream in the meeting window during a meeting.

Procedure
1. Click Show/Hide Video on the left toolbar to show or hide the inset showing the people video
stream for the meeting.

Lock or Unlock Contents

You can lock or unlock the Stage to prevent or enable the meeting attendees from sharing the content.

Procedure
1. Click Lock/Unlock Contents on the left toolbar to lock or unlock the Stage.
This option is available to everyone with presentation rights, and the first presenter to click it locks
out everyone else, preventing them from sharing content.

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 Sharing Content

Annotating Shared Content

Using the toolbar to the left of the stage, attendees can draw, highlight, and add text to shared
documents, images, whiteboards, and blackboards.
The attendee annotations are flagged with their names. This option may not be available to you
depending on your company's licensing preferences. You can save annotated content for offline use.

Launch the Annotation Toolbar

You can launch the Annotation toolbar to draw, highlight, and add text to the shared documents and
images.

Procedure
1. Click to expand or hide the Annotation Toolbar.

2. Click the pushpin at the bottom of the toolbar to pin or unpin (auto-hide) the toolbar.
The following are the Annotation Tools available in the Annotation Toolbar.

Name Icon Description

Pen Turns your mouse pointer into a

paintbrush, letting you write or draw
on the shared content screen

Select Hover over an object to highlight it

and click to select it. With the object
selected, you can move it, change
the color or line weight, or clear it

Focus Pointer Turns your mouse pointer into the

electronic equivalent of a laser
pointer, letting you point out things
to others. On a shared item, hold
down the left mouse button to
display a pointer flagged with your
name to the others in the
conference.

Shapes Enables you to draw shapes on

your content screen.

Eraser Unlike the eraser feature in paint

programs, this tool erases an entire
annotation object with one click.
Hover over an object to highlight it
and click to delete it.

Color Change the color of your

annotations.

Line Weight Change the thickness of the

annotation lines.

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 Sharing Content

Name Icon Description

Clear Annotation Click to delete all annotations

(yours and others') from the
currently active content on the
Stage.

Erase Annotation Objects

This tool erases an entire annotation object with one click.

Procedure
1. Click .

2. Hover over an object to highlight it and click to delete it.

Delete All Annotations

This tool deletes all annotations (yours and others') from the currently active content in the meeting
window.

Procedure
1. Click to delete all annotations.

Launch a New Whiteboard or Blackboard

The whiteboard and blackboard allow meeting attendees to draw or write on a shared space. This option
may not be available to you depending on your company's licensing preferences.

Procedure
1. Click Whiteboard or Blackboard to add a new virtual board to the content Queue.

Save a Screenshot of an Annotated Document Page

You can save a screenshot of an annotated document page to the local system from the main meeting
window.

Procedure
1. If the document is minimized at the bottom of the meeting window, double-click the thumbnail to
maximize it.
2. Hover over the top of the document to display its toolbar.
If necessary, use the up and down arrows to display the page you want.
3. Click the Download button and select Screenshot.
A PNG file of the current page and its annotations is downloaded to your computer.

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 Sharing Content

Save a Screenshot of Annotated Graphical Content

You can save a screenshot of annotated graphical content (an image, whiteboard, or blackboard) to your
local system from the main meeting window. This option also may not be available to you if your IT or
system administrator has disabled this option system wide.

Procedure
1. Select the graphical content you wish to save using one of the following options:
• Hover over the top-right corner of the item (if maximized) to display its collapsed toolbar and
expand it by clicking the arrow.
• Hover over the thumbnail at the bottom of the meeting window.
2. Click the Download button and select Screenshot.
A JPEG file of the item and its annotations is downloaded to your computer.

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Inviting Attendees and Group Chat
Topics:

• Invite Attendees during Meetings

• Chat with Meeting Attendees

You can invite attendees and have group chat using web browser.

Invite Attendees during Meetings

In meetings you join in a web browser, if enabled by your administrator, any meeting attendee
(chairperson, participant, or guest) can invite people to join your video conference.

Procedure
1. Click Add to open the meeting Details pane.
2. To send the meeting invite to the people you want to invite to the meeting, do one of the following:
• Click Copy To Clipboard and paste the meeting details into the body of an email, IM
message, calendar invite, or other communication of your choice, and send it to the persons
you want to invite to the meeting.
Your message includes a web link and other information for the meeting. Recipients can
click the link to join the meeting by using the RealPresence Web Suite Client in their browser
or use the other information to join the meeting using a telephone or other type of hard or
soft endpoint (if and where supported).
• Click Mail invite to create a draft email message with the information automatically
populated.

Chat with Meeting Attendees

In meetings you join in a web browser, you can chat with other attendees during your meetings.
You can send chat messages to other attendees during a meeting and all meeting attendees can view
and participate in the chat while the meeting is in progress. When there are chat messages, the Details
menu displays a chat notification .

Procedure
1. Click Chat.
2. In the chat box, type a message in the text field.
3. Press Shift+Enter to start a new line within the message.
4. Press Enter to send the message.

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Change Attendees’ Roles
Chairpersons can change other attendees’ roles.
Optionally, use a prerequisite.

Procedure
1. At the bottom of the screen, select .

2. Select Roster and click an attendee.

3. Select from Guest, Participant or Chairperson.

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Accessibility Features
The following table lists the accessibility features available for users in the RealPresence Web Suite
Services and RealPresence Web Suite Experience Portals.

Accessibility Features in RealPresence Web Suite

Accessibility Feature Description

Enlarged text and images You can view enlarged text and images in both portals
by using a screen magnifier or other Assistive
Technology options available on your computer or
device.

Text icons and menu options Menu options and icons in both portals include text that
can be read by screen readers. Text is also provided
for all animations.

High contrast visibility You can view most screens in the RealPresence Web
Suite Services Portal in High Contrast mode. The color
contrast ratio for most text elements is 7.5:1, except for
error alerts where the contrast ratio is 3.9:1.

Keyboard shortcuts You can perform major feature tasks in both portals
using the Tab, Enter, and arrow keys on the keyboard.

Nonspeech options You can communicate with other meeting attendees

using video and instant messages.

Amplified audio output Audio output during meetings is compatible with

hearing loop technology.

Visual speaker indication An active speaker indicator displays in the Roster in the
RealPresence Web Suite Experience Portal.

Note: You can view additional accessibility features available for your computer or device by visiting the
manufacturer website.

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Troubleshooting
Topics:

• Troubleshooting Login and Password Issues

• Troubleshooting Connectivity Issues
• Troubleshooting Browser Issues
• Troubleshooting Contacts Issues
• Troubleshooting Meeting Issues
• Troubleshooting Content Sharing Issues
• Troubleshooting Audio Issues
• Troubleshooting Video Issues
• Troubleshooting Extension Issues

This section provides troubleshooting procedures for solving typical conferencing problems such as
video, audio, and loading-screen errors. If you experience other problems or the information in this
section does not solve your issue, contact your company IT or system administrator.

Troubleshooting Login and Password Issues

This section explains how to troubleshoot login issues and change your password.

Login Fields Do Not Display

If the user name and password fields are not displayed on the Welcome screen, ensure that JavaScript is
running on your computer.

Forgot Password and Change Password Requests

Contact your company IT or system administrator if you have forgotten your password or want to change
it.

Troubleshooting Connectivity Issues

Connectivity issues occur mainly if the settings are not properly configured. This section explains how to
troubleshoot connectivity issues.

“Unable to Create a Conference with a Personal VMR” Message

If you receive the “Unable to Create a Conference with a Personal VMR” message, have
your administrator confirm the settings outlined in the Troubleshoot Issues section of the Polycom
RealPresence Web Suite Administrator Guide (available at Polycom Support).

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 Troubleshooting

“External Server Not Set” Message

If you receive the “External Server Not Set” message after clicking Meet Now, have your
administrator confirm the settings outlined in the Troubleshoot Issues section of the Polycom
RealPresence Web Suite Administrator Guide (available at Polycom Support).

“You are in limited experience mode” Message

In a restrictive firewall environment, you can join a video conference in “Limited Experience Mode”.
If your call join is in Limited Experience Mode, the following message at the top of the RealPresence Web
Suite Experience Portal informs you.

On the Meeting page, the call information indicates that the Mode is HTTP Tunneling.

Participating in a meeting in Limited Experience Mode can also affect the quality of the meeting
experience; video quality might be affected by higher latency and lower bit rate when connecting.
If poor network conditions persist, your call may be dropped to audio-only mode. If so, the following
message is displayed on the screen.

If you experience problems joining a meeting from a slow network, you can try to adjust your audio or
video quality to increase connectivity.

Procedure
1. End the meeting and log out of the RealPresence Web Suite Experience Portal.
2. Log back in to the RealPresence Web Suite Experience Portal and rejoin the meeting.

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 Troubleshooting

3. On the login screen, click Settings and slide the Call Quality settings to Low or Audio-only.

Troubleshooting Browser Issues

Sometimes, you may encounter issues while using third-party browsers. This section explains how to
troubleshoot the browser issues.

Internet Explorer Issues

If scheduled meetings are not displayed in the Calendar or newly created contacts are not displayed in
Contacts in Internet Explorer, press F12, select Cache, and select Always Refresh from Server.

Chrome Users Cannot Join Meeting with Audio or Video

The Chrome browser requires hardware acceleration in order to display meeting video. If it is not
available, the user sees an error message stating “Cannot join the meeting with Audio/Video”
when attempting to join. The message also describes how to enable hardware acceleration and advises
contacting the system administrator or using a different browser if it does not work.

Troubleshooting Contacts Issues

This section explains how to troubleshoot the issues related to contacts.

Unable to Add or Search an Enterprise Directory User

If you are unable to add an Enterprise Directory user, then the LDAP is not configured properly. Have
your administrator confirm the settings outlined in the Troubleshoot Issues section of the Polycom
RealPresence Web Suite Administrator Guide (available at Polycom Support).

Unable to Receive Meeting Email Notifications After Scheduling

If your meeting participants do not receive their email notifications, have your administrator confirm the
settings outlined in the Troubleshoot Issues section of the Polycom RealPresence Web Suite
Administrator Guide (available at Polycom Support).

Troubleshooting Meeting Issues

This section explains issues you may encounter while scheduling or joining a meeting.

Unable to Schedule Meetings

If you are unable to schedule meetings, have your administrator confirm the settings outlined in the
Troubleshoot Issues section of the Polycom RealPresence Web Suite Administrator Guide (available at
Polycom Support).

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 Troubleshooting

Meeting Invitations Do Not Display in Outlook

Depending on your Exchange environment and Outlook client settings, you may not see meeting
invitations from the RealPresence Web Suite Services Portal meeting scheduler in your Outlookcalendar
views until you have opened and possibly accepted the meeting invitation in your Outlook client email
view. This issue is seen most frequently by users of Outlook Web Access and Outlook for Macintosh. As
an end user, you may be able to change your calendar settings to automatically process email-based
meeting requests to display in your calendar.

Procedure
1. Log in to your organization's Outlook Web Access web page (contact your company's network or
system administrator if you don't know the URL).
2. Go to the calendar settings page.
3. Enable the check box, if available, to automatically process requests and responses from external
senders.
For more information, see your email client's help documentation or contact your company's IT or system
administrator.

Unable to Launch the Welcome Screen

When you enter a meeting, the Welcome screen shows video options. If you are unable to view the
Welcome screen after launching the meeting, have your administrator confirm the settings outlined in the
Troubleshoot Issues section of the Polycom RealPresence Web Suite Administrator Guide (available at
Polycom Support).

Unable to Host or Join Meetings

If you see the error message “Video resources are not available” when you try to host or join a
meeting, contact your administrator.

Unable to Start a Meeting Using the Meet Now Function

If you try to start a meeting using the Meet Now function in the RealPresence Web Suite Services Portal
and you are not redirected to the RealPresence Web Suite Experience Portal, this could be a trust-related
issue due to self-signed certificates, especially in a non-split-Domain Name System (DNS) scenario with
the RealPresence Access Director System acting as a reverse proxy.
For more information on troubleshooting this issue, have your administrator confirm the settings outlined
in the Troubleshooting section of the Polycom RealPresence Web Suite Administrator Guide (available at
Polycom Support).

WebRTC Guest Attendees Receive “No such VMR” Message

For more information on troubleshooting this issue, have your administrator confirm the settings outlined
in the Troubleshooting section of the Polycom RealPresence Web Suite Administrator Guide (available at
Polycom Support).

Remote WebRTC Attendee's Connection Problems

Some remote WebRTC attendees fail to connect to the meeting or are disconnected when a mesh
meeting transitions to an MCU. For more information on troubleshooting this issue, have your

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administrator confirm the settings outlined in the Troubleshooting section of the Polycom RealPresence
Web Suite Administrator Guide (available at Polycom Support).

User Cannot See All Participants in the Roster

For more information on troubleshooting this issue, have your administrator confirm the settings outlined
in the Troubleshooting section of the Polycom RealPresence Web Suite Administrator Guide (available at
Polycom Support).

Troubleshooting Content Sharing Issues

This section explains how to troubleshoot content sharing issues.

Unable to Share Content between Enhanced Content and Standards-

based Endpoints
Enhanced Content users cannot see content shared from standards-based endpoints or vice versa.
Standards-based endpoints include:
• Polycom® RealPresence® Group Series
• Polycom® RealPresence® Desktop
• Polycom® HDX
For more information on troubleshooting this issue, have your administrator confirm the settings outlined
in the Troubleshooting section of the Polycom RealPresence Web Suite Administrator Guide (available at
Polycom Support).

Troubleshooting Audio Issues

This section explains how to troubleshoot audio issues. For more information on adjusting your
microphone, speaker, or system volume levels, consult your device manufacturer's help documentation.

Hearing Echoes While a Meeting is in Progress

Hearing echoes during a meeting is typically caused by a high volume setting. Try having all participants
in the meeting set their speaker volume to 50 percent.

Low Audio from a Participant

You may experience low audio when the participant with low microphone volume first joins the meeting. It
is usually caused by the low microphone volume of the participant. Try having all participants adjust their
microphone gain or boost levels.

Miscellaneous Audio Issues

Starting with Windows Vista, Microsoft introduced a process to perform audio enhancements. Depending
on the enabled enhancements, this process can use a significant amount of CPU and cause a drop in call
quality. Polycom includes all of the required enhancements in the audio library.

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Disabling the Windows Audio Enhancements process in Windows 7 and using the Polycom-included
enhancements may resolve audio issues.

Troubleshooting Video Issues

This section describes how to troubleshoot video quality issues.

Blue Video Screen

If a blue video screen replaces your video stream, another application is using your camera. Close the
application using the camera and rejoin the meeting.

Camera Silhouette Image Showing for Self-view

Seeing the camera silhouette image may indicate that another application is using the camera. Close the
application using the camera and rejoin the meeting.

Troubleshooting Extension Issues

This section describes how to troubleshoot extension installation issues.

Using the RealPresence Web Suite Extension in Chrome Incognito

Mode
You cannot add the RealPresence Web Suite Extension to your Chrome browser while incognito.
However, you can use RealPresence Web Suite incognito if you first add the extension from a normal
browser window and allow incognito mode.

Procedure
1. Launch a regular Chrome browser window and start or join a meeting in the RealPresence Web
Suite Experience Portal.
2. Follow the prompts to add the RealPresence Web Suite Extension from the Google Chrome web
store.
3. Once the extension is added, open up your extension list in Chrome, verify that the extension is
enabled, and allow the RealPresence Web Suite Extension to work incognito.
Close the browser window.
4. Launch a new browser window incognito, and restart or rejoin the meeting.

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