Issues with video calling are almost always caused by Internet or Wi-Fi issues. The issue might be caused by the network at either end of the video call, or anywhere in between on the Internet.
If ViewClix video calls have worked previously on this network or a different network, please work through the following steps as the issue is with the network connection.
Troubleshooting Steps:
- Perform a "network reboot" by unplugging your router/modem and plugging it back in.
- From time to time, all networks need to be reset. Usually this can be accomplished by unplugging the Wi-Fi router/modem, waiting 60 seconds, then plugging it back in. After the reboot networks commonly take 5-10 minutes to reinitialize.
- Here is a link to an article that does a good job of explaining how network resets will help with overall network stability and connectivity: https://network-from-home.com/home-network/why-do-modems-need-to-be-rebooted/
- If your frame is connected to a shared network you may not have the access required to execute this step. In this case, please proceed starting with step 2.
- Restart your ViewClix Frame
- This is accomplished by unplugging the frame, waiting 1 minute, and then plugging the frame back in. At this point you can walk away and let the frame do the heavy lifting.
- It will automatically try to reconnect to the network. If no buttons are pressed on the remote for 2 minutes, the Slideshow will start on its own.
- Clear your frame's Wi-Fi connections and reconnect to your network.
- Click here for directions.
- The Internet service provider may be having an issue. In this case, other Wi-Fi devices like smart phones, tablets and PC's may also not have reliable Internet connections.
- You may need to contact the Internet service provider to check for outages.
If you have completed all of the above steps and are still experiencing video call issues, please fill out and submit our video call troubleshooting form:
https://viewclix.com/vcall.
Additional Solutions:
- Move the ViewClix frame closer to the Wi-Fi router . (Of course, we understand that this might not be practical or possible).
- Install a Wi-Fi extender : A Wi-Fi extender can boost the Wi-Fi signal and even a low cost Wi-Fi extender can often solve Wi-Fi connectivity issues. It is recommended that the Wi-Fi extender be placed midway between the Wi-Fi router and the ViewClix frame. Here's an example of a low cost Wi-Fi extender that can work with ViewClix: TP-Link N300 Wi-Fi extender: https://www.amazon.com/TP-Link-Extender-External-Antennas-TL-WA855RE/dp/B0195Y0A42
- Ethernet cable : Each ViewClix frame includes an Ethernet cable connector that can be used to connect the frame to a network router/modem using an Ethernet cable. You will need to follow these steps:
- First, unplug the ViewClix frame. (important)
- Then, plug the Ethernet cable into the frame and the router / modem.
- Once the Ethernet cable is connected, plug in the ViewClix frame again.
- During the start-up process, the ViewClix frame should detect the Ethernet connection, test the Internet connectivity and if OK, the Wi-Fi setup will be skipped.
- HomePlug adapters : HomePlug is a technology that can be used to extend Internet connectivity, using a home's electrical wiring. HomePlug essentially turns all of a home's wiring into Ethernet cables. It is frequently more effective than a Wi-Fi extender and easier to install. A HomePlug installation uses 2 HomePlug adapters. The first HomePlug adapter is plugged directly into an electrical outlet near the router an ethernet cable is then connected to the router. The second HomePlug adapter is also plugged directly in, near the ViewClix frame, and an ethernet cable is connected to ViewClix frame. A HomePlug kit usually includes the 2 ethernet cables and the ViewClix frame's ethernet jack is located on the back on the side that's opposite the frame's power connection. Here's an example of a low cost HomePlug kit that can work with ViewClix: TP-Link AV600 Powerline Ethernet Adapter Kit https://www.amazon.com/TRENDnet-Powerline-TPL-406E-Adapters-TPL-406E2K/dp/B008F537KC/
Potential Issues with Shared or Guest Wi-Fi Networks in senior living facilities:
We've found that shared Wi-Fi networks in senior living facilities are usually OK for connecting a ViewClix frame to the Internet. But sometimes, there are issues with a customized Wi-Fi login or with the performance of the network that will need to be addressed and resolved by working with the facility.
Here's what happens when a ViewClix frame is initially connected to a network:
- The frame connects to the Wi-Fi network. If this doesn't succeed an error message will appear.
- The frame will test the connection to the Internet and the connection to the ViewClix Cloud servers. In some cases, this testing can take up to a minute.
Even if the ViewClix frame is initially connected, there may be issues with the connection reliability.
Symptoms of poor Wi-Fi or poor Internet connectivity:
- SYMPTOM : The ViewClix frame shows as "offline" in the Frame Settings page on the ViewClix member portal: https://viewclix.com/settings (this page is available to anyone that is a frame organizer/admin).
- SYMPTOM : Video calls with the frame may be unreliable: freezing and/or disconnecting the call.
- SYMPTOM : When trying to make a video call to the frame, a message appears frequently that the frame is offline.
- SYMPTOM : The ViewClix frame displays the words, 'not connected" in the upper right corner of the screen.
Information on connection issues and tips to resolve them:
Issue: The Wi-Fi network is displayed in the list of networks with good signal strength but the frame is not connecting.
- Occasionally, a Wi-Fi password is changed from its previous setting. Perhaps the password was changed at some point for security reasons. A quick way to check a Wi-Fi password is to use a smart phone to connect to the Wi-Fi network -- to test a Wi-Fi password, you'll need to use the phone's settings to disable the cellular / mobile data. It should be noted the Wi-Fi passwords are case sensitive and virtually any character can be used, and of course, many characters look alike.
- If you've checked the password and the frame is still not connecting, on very rare occasions, there may be a change needed in the Wi-Fi router.
Issue: The Wi-Fi network is not showing in the list of available networks
- The most common cause of this is a weak Wi-Fi signal -- see the section above, "Solutions for Poor Connectivity."
- Another cause of a Wi-Fi network not showing in the list is the Wi-Fi router being setup to "hide" the network name. This can be done for security reasons. In that case, you will need to select "Private network" in the ViewClix Wi-Fi setup screen and enter both the network name and password.
Issue: Wi-Fi signal strength is weak
- Sometimes a Wi-Fi network will be displayed in the list of networks but the signal indication is week or poor (e.g. yellow or red icon). This issue can be caused by Wi-Fi coverage dead-spots in certain areas of a home or room. Areas of weak Wi-Fi coverage can be caused by brick walls, metal wall studs, clear glass or even large metal objects in the path between a device and Wi-Fi router (e.g. a furnace or water heater). This issue can affect the performance of a ViewClix frame.
Issue: Unable to change the Wi-Fi network
After a ViewClix frame is initially connected to a Wi-Fi network, if the frame is restarted (unplugged and plugged in again), it may reconnect to the previous network. If you need to change to a different Wi-Fi network that's in the same location, follow these steps:
- Let the ViewClix frame proceed to showing the Slideshow of pictures.
- Once the Slideshow is running, on the ViewClix remote control quickly press the OK button 3 times to enter the Settings Menu screen.
- The option to change the network is available in the lower right corner of the screen.
- If the Wi-Fi network still doesn't change, you can try clearing out (forgetting) the previous Wi-Fi settings from the ViewClix frame.