Troubleshooting:

We address a few common problems here. If you don't see your problem listed here, or you're unable to fix your problem with the suggestions provided, please use our support form. We would be happy to help you fix your problem.

Issue: I can't receive a connection unless I connect my system directly to my Internet (e.g. cable modem, DSL router) device Solution: It's very likely that you have a NAT device (e.g. Airport Base Station, Linksys router) on your network which is not configured for port forwarding. Please check our configuration page.

Issue: I need to configure my NAT device but the process is very complicated. Is there an easier way? Solution: Some routers (e.g. Linksys BEFSR41) have a DMZ setting. This is not a physical port (i.e. not an Ethernet port) but is a setting within the router configuration. Activating this option will cause the router to send any new network traffic that isn't 'preset' to a single system. Basically, you would perform the following actions: Obtain your local IP address (SquidCam can provide this information) Enter the configuration setup of your router (usually through a web browser) Activate the DMZ setup (if necessary) and specify your system's IP address for the DMZ address Apply/Save your settings (your router will likely reboot) Launch SquidCam and check the 'Local' IP address If the local IP address is the same in both cases, you should be ready to receive calls. If it is not, you will need to configure your system and/or router to ensure that the IP address does not change. If the address is changed, your DMZ setting will be useless.

Issue: I connected my system directly to my Internet device and I still can't receive a call Solution: You may have an active firewall that must be configured. Please check our configuration page. You should also note that some firewall software, even when deactivated or uninstalled, may still actively exist on your system. It's a problem with some software packages that were not properly configured for deactivation. If you have ever installed a firewall on your system and are unable to receive a call even with a direct connection between your system and your Internet device, you may still have an active firewall. Please consult the documentation of the firewall software. If you're unsure about the deactivation of a previously installed firewall, contact us and we'll try to assist you.

Issue: I can use my iSight for video but not for audio input Solution: Apple does not ship an iSight driver with OS X. To install this driver, and therefore activate audio input capability, you must install iChat AV. This is available from the OS X download page.

Issue: SquidCam reports QuickTime is missing, or there is a missing QuickTime component Solution: Please make sure QuickTime 6 (http://www.apple.com/quicktime) is properly installed: If QuickTime is not installed: Download the latest QuickTime installer. When installing QuickTime, choose the 'Recommended' option instead of the 'Minimal' option. This should install all the necessary components. If QuickTime is already installed: Open your QuickTime control panel (Control Panel folder). Go to the 'Update Check' section, select 'Update and install additional QuickTime software' and click on the 'Update' button. A new dialog will appear, and you should click on the 'Custom' button. Locate and select the item called 'QuickTime Authoring', then click on the 'Update Now' button. This will add the necessary components to your QuickTime installation.

Issue: SquidCam doesn't detect my microphone Solution: Please upgrade to QuickTime version 6.0.2. It contains a fix for this problem. If you continue to have problems, please contact us.

Issue: SquidCam isn't sending more than 30fps of video Solution: Your connection may be unable to handle the amount of data you are trying to send. Please follow the directions in the manual for the Frag Video option ('Optimizing Video'). If the audio quality received at the remote side is still adequate yet the framerate remains at 30fps, you may need to increase your CPU usage (prefs->Advanced; 'Medium' or 'High' setting).

Issue: SquidCam crashes when I have a camera attached Solution: You may have an incompatible or old driver. Please ensure you are using the latest version of your webcam driver and SquidCam. If you are using a USB webcam, we suggest you try the IOXperts driver. We have confirmed compatibility with this driver and a v1.0 Kritter webcam.

Issue: My local IP address information shows '0.0.0.0' in every field Solution: You are not connected to a network. Check all connections, including any routers or wireless devices used for your connection.

Issue: My microphone doesn't seem to be working consistently Solution: There are reported problems with audio input devices (no specific manufacturer) under Mac OS X. If you are experiencing an audio input problem, exit SquidCam, disconnect the device, wait for a short period of time, reconnect the device, and check the "Speech" control panel for your device. We are currently developing a workaround for this problem.

Issue: SquidCam can't find my webcam Solution: Please make sure you have installed the latest driver for your webcam. Some webcam drivers are not compatible with newer versions of QuickTime or Mac OS X. The same is true for the Windows side, where Vista compatibility may be an issue. We highly recommend visiting the website of the manufacturer to download the latest driver for your webcam.

Issue: SquidCam isn't receiving incoming calls Solution #1: Make sure your preferences are set to allow incoming calls Solution #2: Check your current 'WAN Address' from the local info window, and determine if the remote party making the call is using this address Solution #3: If you're behind a NAT device, determine if it is mapping port '16969' to your current IP address ('Your IP Address' field in the local info window). Setup instructions for the Airport Base Station are available. Solution #4: Determine if you're running any other networking software that would utilize port '16969', and therefore prevent SquidCam from receiving data on that port. Solution #5: If you have an active firewall (e.g. third-party software, 'Sharing' setup in OS X), you need to reconfigure it for use with SquidCam. You must open ports 16967 to 16969 for both TCP and UDP packet types.

Issue: The person I'm connected to states that my audio is coming through poorly Solution: Confirm that your connection can handle the audio stream (128kbps connection or higher recommended) and check if you are running any other network-based applications (e.g. a web browser or ftp client; downloading a file or viewing a website during a video session can cause transmission problems)