Frequently Asked Questions

Many of the questions you may have are addressed in the Appia Video Communication User Guide (PDF).

General Questions

What is Appia Video Communication?

Appia Video Communication is a reservationless collaboration platform that provides high-quality video, voice, chat, and desktop sharing.

What is Appia Video Communicator (AVC)?

Appia Video Communicator, or AVC, is a free software application that enables you to hold video sessions (video conferences, broadcasts, distance-learning sessions and more) with exceptional quality over an IP network. Appia Video Communication is based on this technology.

What is "video as a service?"

Appia Video Communication is typically deployed as a service, which means that Appia hosts and manages the service for you. It removes the technical burden from your organization, drastically lowers your upfront investment, and frees you to focus on what's most important: your core business.

We would prefer to host and manage the service ourselves. Is this possible?

Yes. Contact us for pricing.

Is there a contract for usage?

No. Usage is sold in blocks of time that you can choose based on your needs and the number of participants. You can add more time whenever necessary.

Does my unused time ever expire?

No. With a prepaid account, you simply pay as you go, and your time is yours until you use it. When you do run out of time, it's easy to add more.

How do I set up an Appia Video Communication session?

When you sign up, you receive a unique Video Room ID, a host PIN for you to use, and a guest PIN for guests to use. Guests simply download Appia Video Communicator for free and install it. To participate, they just launch Appia Video Communicator and enter the Video Room ID and guest PIN you provided.

How many sites can participate?

Including the host, an Appia Video Communication conference will accommodate up to six sites (the host plus five guests), and a broadcast session will accommodate up to 129 (the host plus 128 guests).

Can my guests have a conference without me?

No. A session begins when the host logs in and connects to at least one other user. A session ends whenever the host logs out.

I've been invited to an Appia Video Communication session. Do I have to pay anything?

No. The host of the conference has already paid for the time.

How do I install Appia Video Communicator?

Download Appia Video Communicator from the Appia Video Communication Web site and install it as you would any other program.

How do I uninstall Appia Video Communicator?

Open the Windows Control Panel and then 'Add/Remove Programs' (on Windows XP) or 'Programs and Features' (on Windows Vista). Choose 'Appia Video Communicator' and select 'Uninstall.'

Can I use a VPN with Appia Video Communication?

VPN connections have considerable overhead, which will adversely affect your Appia Video Communication experience. If you must use a VPN (and we do not recommend it), set your resolution to 320x240 or lower.

Does Appia Video Communication work with a Mac or Linux device?

Yes, as long as you have Windows emulation software such as Parallels for Mac.

Troubleshooting

When I click to join a video session, I cannot connect.

Your settings may be incorrect. In the Appia Video Communicator interface, highlight the Video Room you wish to join, click 'Rooms,' then click 'Edit' and double-check your settings. It is often a good idea to reenter the password.

The video I see is "jerky."

This occurs when:

• You do not have enough bandwidth. Lower the resolution of the video you are sending, and turn off any participants you don't need to see. Also, you will notice that "jerkiness" is greater when you or others in the video session are moving. Limiting your movement will help.
• Your computer's CPU cannot keep up with the Appia Video Communication session. Close down any other applications you do not absolutely need.

Voice and video are out of sync.

This happens most often if a participant has limited bandwidth (e.g., if he or she is sharing an Internet connection at a Wi-Fi hot spot, in an airport, etc.). If this becomes too distracting:

• Ask the sending site to reduce the video resolution.
• Turn off the video from the site that is out of sync (you will still be able to hear the audio).

When I try to open Appia Video Communicator, it says that the application is already running, but I can't see Appia Video Communicator.

This is usually the result of a software conflict. The best solution is simply to restart your computer.

I get audio feedback when I use Appia Video Communication.

The reason is probably that the microphone is too close to the speakers:

• Do not use the microphone and speakers in your computer and do not use the microphone in your camera. This is very important: It is almost impossible to achieve quality audio using your computer for audio input and output. Instead, use a USB headset or a speakerphone, such as the ones recommended in the "Audio Devices" section of the User Guide.
• Make sure that any other audio devices are turned off or disabled. Under your Windows Control Panel, be sure to open 'Sounds' and turn off the camera as microphone source.
• If you're using a separate microphone and speakers, position the microphone and speakers as far away from each other as possible.

I can't send video.

Open your local 'Video' window and make sure that your 'Send Video' button at the top has a green border around it. If it doesn't, click the 'Send Video' button to activate; the green border around the button will show you that it's working. If you still cannot send video, your camera may not be installed correctly, or it may be a camera that is not supported by Windows.

The new camera I installed does not appear on Appia Video Communicator's list of cameras.

Close and restart Appia Video Communicator. The camera you wish to use must be present when you open Appia Video Communicator. Cameras are automatically detected only when Appia Video Communicator starts up.

No one in my video session can hear me.

First, make sure that the 'Mute' button on Appia Video Communicator is off. Your audio is muted if the 'Mute' button on the 'Manage a Video Room' tab has a green border. Click 'Mute' to remove the green border. If that does not solve the problem, double-check your audio device settings.