Troubleshooting and log files

If you visit this page, you probably have difficulties using alfaview. The following sections are intended to help you solve problems yourself or describe your concerns to us.

• Best practices
• Common problems and their solutions
• I need support
• Log files

Best practices

• Use a headset to reduce feedback and background noise.
• Select your headset’s microphone and speaker in Settings.
• Adjust the voice activation level to your microphone.
• If possible, use a network cable or optimize WiFi reception.
• Place your camera approximately at eye level and an arm’s length away.
• Make sure the lighting conditions are pleasant and try to position yourself in the center of the camera image.

Common problems and their solutions

The following pages provide assistance and suggested solutions for installation issues, internet connection problems, guest link difficulties, and audio and video concerns.

Registration and installation issues

We have listed the most common issues related to registration and installation. This list aims to assist you in resolving the problem independently.

Internet connection and network issues

If the alfaview app takes a long time to start, if your connection to the alfaview room is interrupted or if an error message appears when starting the app, we have some solutions that may help you resolve the problems regarding Internet connection and network.

Problems with guest links

If you have problems joining an alfaview room with a guest link, the Problems with guest links page will provide you with some assistance.

Audio and video issues

If you have issues with the audio output and microphone or with your video transmission while using alfaview, we have some solutions that may help you resolve your Audio and video issues.

If you can’t solve the problems yourself, please do not hesitate to contact our support team.

I need support

The following information helps us to process:

• Your contact details
• A precise description of the problem
• Screenshots
• Information on computer and operating system
• Log files (see section Log files)

Log files

The alfaview app logs technical information and events in log files on your computer.

• The log files are only accessible to you.
• The log files are only meant to be used in case of technical support.
• No communication content is logged.
• These are pure text files.
• There is no access log files with mobile devices.

This opens the directory in which alfaview stores log files. Send us the latest file in order to help the technical support resolve the issue.