support | faq
My microphone and/or headphones don’t work.
I’m using Session on a network with a firewall. What ports do I need to open?
I unzipped the Session file and entered a valid License Key correctly, but the install still failed.
I started Session and plugged in my camera, but the camera doesn’t work.
Special Considerations
Can I use a wireless Internet/network connection?
Will Session work in my business Virtual Private Network (VPN)?
Will Session work behind my firewall or Network Address Translation (NAT)?
Is Session a secure form of communication?
Can I bridge Session into my existing conference room setup?
Can I record my Session call for future use?
Installation and Usage
I’m ready to install Session. Do I need certain access rights to the computer to do this?
Session is installed and seems to work fine, but the quality is very poor. What can I do?
Hardware Requirements
What kind of computer do I need to run Session?
Peripherals Needed
What kind of camera do I need to use Session?
What kind of microphone do I need to use Session?
Bandwidth and Connectivity
What kind of network/Internet connection do I need to use Session?
Software Downloads
Do I get a “light” or watered down version of Session when I download a trial version?
I want to run Session using different hardware or operating system software than what is required in the documentation. Will it work?
It may if your alternate configuration is equivalent to the Session minimums. Lesser configurations and older versions of operating systems will likely not work. However, there are a broad range of cameras, video and sound cards, headphones and even operating systems on which Session has not yet been certified. Attempting this is at your own risk.
I’m trying to place a point-to-point call, but the dialog box keeps showing “Trying” but never goes to “Ringing” and eventually times out.
Most likely you are trying to call someone who doesn’t have their version of Session up and running to exchange calls. Check and make sure the address you are calling is correct. Finally, there might be something wrong with your network settings (proxies, registrars, ports, etc.) and you will need to contact your network administrator to diagnose the problem.
My microphone and/or headphones don’t work.
Double check that they are plugged into the correct port on your soundcard. Most soundcards have several ports and you may need to check more than one. You may also check Edit / Preferences / Media and confirm that your sound card is selected as the audio capture device.
My audio and video controls are different from the examples in the manual, or they don’t exist at all.
The audio and video controls that Session displays are dependent on the driver you have installed for your camera and soundcard. These controls can vary and range from very extensive to nonexistent. If your current driver lacks controls, try installing an alternate driver.
I’m using Session on a network with a firewall. What ports do I need to open?
Contact a Wave Three support engineer first. Another solution is to use a SIP proxy server. Go to the Edit / Preferences / Calls window to configure Session to use a proxy server. Your network manager may have to provide the necessary data.
I have multiple microphones and/or cameras installed on my system and Session isn’t using the right one.
Go to Edit / Preferences / Media and check the Audio and Video Capture Device pulldown lists for the audio and video device that Session may use. Normally, there is only one item in each list, but if you have multiple devices installed, you can select which one you want to use.
I unzipped the Session file and entered a valid License Key correctly, but the install still failed.
There was probably an error unzipping the file that corrupted the install program. Try downloading or unzipping the program again and reinstalling.
I started Session and plugged in my camera, but the camera doesn’t work.
Everything needs to be plugged in before you turn the computer on. Plugging and unplugging cameras while Session is running may cause the program to freeze or otherwise act up. Always shut down your computer before plugging in or unplugging hardware. You should also be sure that all required drivers are properly installed and working.
Special Considerations
Can I use a wireless Internet/network connection?
In most cases, yes. Wireless transmissions tend to be “bursty,” so you may experience periodic choppy audio/video. Also, most wireless access points and routers (including the Apple Airport) default to private addressing schemes, so a firewall/ network addressing management implementation may be required.
Will Session work in my business Virtual Private Network (VPN)?
Yes. Just be sure to select the appropriate network address when prompted by the software.
Will Session work behind my firewall or Network Address Translation (NAT)?
Yes, provided you use the registration proxy and NAT/firewall management solution.
Is Session a secure form of communication?
We do not encrypt the packets, but an Session endpoint is required to see/hear the transmission. Session security relies on the security of the underlying network.
Can I bridge Session into my existing conference room setup?
Yes. Typical conference room systems use H.323 or H.320 protocols, while Session™ uses SIP. There are several protocol mediation solutions now available to allow H.323 to SIP interoperability
Can I record my Session call for future use?
No inherent recording capability exists within Session, although recording can be accomplished in many different ways.
Yes! Session is flexible in terms of bandwidth, but we recommend at least 128Kbps with a high speed broadband connection such as Cable or DSL. Note the higher the connection speed, the better the video quality. Also, some home service (cable modems, typically) is asymmetrical, which means you may be able to receive more than you can transmit. Test your bandwidth to find out.
Installation and Usage
I’m ready to install Session. Do I need certain access rights to the computer to do this?
You must have Administrator rights to the computer on which you want to install Session. Attempting to install with lesser rights may not work.
Session is installed and seems to work fine, but the quality is very poor. What can I do?
Make sure your settings are appropriate for your bandwidth. Session is capable of very high quality audio and video, but only if you have sufficient bandwidth and a fast enough processor to support it. Although Session attempts to automatically select the highest quality session for your configuration, there are still some variables that your can adjust that may produce better results.
Open the Actions / Bandwidth Controls and try adjusting to a lower frame rate or slide the bandwidth target down a bit. You may see an immediate improvement.
Check Edit / Preferences / Media and verify that your bandwidth values are set to the proper values. Setting these values too high may cause Session to overdrive your connection. Also, you may consider un-checking some of the higher resolution video CODECS. Quite often a 160x120 or QCIF image is just as good visually, but will give you better motion and lower bandwidth usage. After you change these Preferences, you will have to close and restart the call.
Hardware Requirements
What kind of computer do I need to run Session?
A powerful Pentium III, most Pentium 4s, and a newer Apple Macintosh G4 or G5 should work fine. Please review the system requirements.
Yes, provided the laptop meets minimum specifications.
Peripherals Needed
What kind of camera do I need to use Session?
Most web cameras will work (both USB and 1394 firewire), although since Session compresses the video, the input needs to be uncompressed (as opposed to Digital Video cameras that perform compression). Some analog/digital to USB converters can work, as can some special PCI video cards with S-Video or composite video inputs. Many businesses also use their existing conference room cameras (through an inexpensive converter).
What kind of microphone do I need to use Session?
Most USB or analog input microphones will work, and can be found at your local electronics retailer. However, careful placement of the microphone and speakers needs to be considered to minimize echo. Alternatively, you can use a headset/microphone combination or purchase an echo canceling microphone
Bandwidth and Connectivity
Any other endpoint that has Session running.
Yes, Session will work anywhere in the world, provided minimum computer specifications and bandwidth requirements are met.
Minimum is 128Kbps for audio and video. Both video frame rate and video quality will improve incrementally with more bandwidth, up to a maximum of just under 2 Mbps.
What kind of network/Internet connection do I need to use Session?
It will work on just about any network (including the Internet). A broadband (high speed) Internet connection is required to call another Session user over the Internet, and most internal (business) networks can use Session to its full frame rate and quality capability.
Software Downloads
Do I get a “light” or watered down version of Session when I download a trial version?
No, you get a fully functional copy that simply stops working after 30 days from your download date unless you decide to subscribe.
