Product Documentation

Troubleshoot HDX RealTime Optimization Pack

Aug 17, 2017

Warning

Editing the registry incorrectly can cause serious problems that may require you to reinstall your operating system. Citrix cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk. Be sure to back up the registry before you edit it.

Verify your installation and collect troubleshooting information

Open the About page and confirm the attributes (connection type, RealTime Connector and RealTime Media Engine versions, Skype for Business version, and operating system). 

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Open the HDX RealTime Optimization Pack icon in the navigation area and confirm connection attributes. The following screenshots show the possible connection values.

Connected - There is a RealTime Connector connection over a virtual channel and the version of remote RealTime Media Engine matches the version of mediaEngine.Net exactly.

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Connecting - MediaEngine.Net is trying to establish a RealTime Connector connection.

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Fallback or unoptimized mode - There is a RealTime Connector connection to a local RealTime Media Engine process.

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Disable Fallback set to audio only

When DisableFallback is set to audio only, the icon displays this popup below. For more information about controlling fallback mode, see Fallback mode.

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Version mismatch - Same as Connected but the version match is not exact (different major or minor numbers)

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Not connected - A registry setting (policy) preventing MediaEngine.Net from running RealTime Media Engine locally.   

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You can verify your installation and collect troubleshooting information by right clicking the HDX RealTime Optimization icon and making selections from the menu.

  • About - Specifies the version of the HDX RealTime Connector and HDX RealTime Media Engine
  • Settings - Contains checkboxes for Automatically Adjust Microphone Level and Enable Echo Cancellation, which are on by default. Do not disable these options unless users experience issues with either function.
  • Call Statistics - During a call, you can view information about your network health by clicking Call Statistics. The Network Health window appears, as shown in the following example. To write the values to a text file whose default name is call_statistics_<date>.txt, click Save Statistics. Note: Other menu items are disabled when the Call Statistics window is open.
  • Collect Logs -  When you click Collect Logs, a Save as dialog box appears and you can save the log file.
  • Help - Takes you to the Skype for Business Help.

Call statistics

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Resolve poor performance

If the performance and stability of the Optimization Pack are poor, ensure that an anti-virus or security application is configured correctly to operate with the Optimization Pack. 

Correct configuration includes the following software exclusions:

  • RealTime Optimization Pack process
  • Log file location of RealTime Optimization Pack
  • Log file location of the Skype for Business client
  • Disable Network Directory Scan in the Real-Time settings (Scan files and folder in network shares and mapped network drive)

Save crash logs for Dell Wyse terminals

On Dell Wyse terminals, the log file of an application crash is not saved when the user works in User mode. To save crash logs, the user must work in Administrator mode. You can find crash logs in MS-RAMDRIVE, which is drive Z by default on Wyse terminals.

Resolve poor video quality

Poor video quality is often caused by one of the following issues:

  • HDX RealTime Connector supports high-definition (HD) video calls only if each participant's host device and bandwidth settings support HD specifications.
  • Inadequate CPU capabilities often cause poor quality video. Check your CPU performance by right clicking the HDX RealTime Optimization Pack icon and selecting Call Statistics.
  • Out-of-date Windows 7 hardware and software can cause error messages during video rendering. Ensure your hardware and software have the latest updates.
  • Logitech RightLight technology can cause video problems because it lowers the frame rate produced by the camera. Edit the Logitech camera settings to ensure the RightLight check box is unselected so that the camera captures more frames per second.
  • Wireless network connections might cause poor video quality. Connect to a wired network after disabling the wireless adapter to ensure reliable transmission of video packets.

Other options for improving video quality include improving lighting, creating a darker background in the room from which the image is transmitted, and adjusting the anti-flicker setting of the transmitting camera.

Resolve poor quality or failed call connections on laptops running Windows

Intel processors include SpeedStep technology, which lowers the clock speed of the processor when the machine runs on battery. Because desktop video applications require normal processor speeds to run, SpeedStep can cause poor visual and audio quality and failed call connections.

SpeedStep is enabled when the Windows power scheme is set to Portable/Laptop. To resolve poor call connections, change the power scheme to Home Office/Desk or Always On. Connecting the laptop to a regular power source is also recommended for call quality. 

Determine whether your firewall is blocking the HDX RealTime Connector

The HDX RealTime Connector can fail to initialize if a personal firewall blocks the network initialization for too long. This condition resolves itself the next time the program is run after you unblock the application.

When the firewall is blocked, an error message such as the following can appear:

  • RealTime Connector is waiting for the connection from the Media Engine.
  • Failed to maintain RealTime Connector on this device. Communication to the Media Engine was disrupted. Please contact your system administrator.

In such cases, create an exception in the Windows firewall.

Resolve video quality issues when using a wireless network connection

If you experience issues with video quality when using a wireless network connection, try moving closer to the wireless access point. If that does not resolve the issue, try a wired network connection instead. When using a wired network connection, disable the wireless network adapter to avoid transmission issues.

Resolve installation issues

For software in general, the most common installation problems are related to corrupt system files needed for installation. These errors are rare, but difficult to troubleshoot.

The Media Engine installer requires Microsoft .NET 4.0. If it is missing from the computer, install it to resolve the problem. If it is already installed, run a repair installation on .NET.

On some Windows machines, customers encounter errors during software installation when embedded custom-action VB scripts run. Common errors presented to the user or captured in install logs are 2738 and 1720. Some customers have encountered these errors when an anti-virus program places the vbscript.dll ClassID under the HKEY_CURRENT_USER registry hive instead of under HKEY_LOCAL_MACHINE where it is needed for the proper elevated run level.

Run the following registry queries to determine if the vbscript.dll ClassID is installed for the current user, system wide, or both:

  • % reg query HKEY_CURRENT_USER\SOFTWARE\Classes\CLSID{B54F3741-5B07-11CF-A4B0-00AA004A55E8}
  • % reg query HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID{B54F3741-5B07-11CF-A4B0-00AA004A55E8}

The ClassID should appear only for HKEY_LOCAL_MACHINE. If it is under HKEY_CURRENT_USER, follow these steps. If ClassID is under HKEY_LOCAL_MACHINE and not HKEY_CURRENT_USER, start with step 2.

  1. Run an anti-virus clean-up utility:
    1. If the terminal has an anti-virus program installed and the vendor has a clean-up utility, run the clean-up utility.
    2. Re-run the Media Engine installer MSI.
    3. If the issue persists, go to the next step.
  2. Register vbscript.dll:

    The vbscript.dll file or registry reference to its ClassID can become unregistered or corrupted. Follow these steps to register or repair it.

    1. Run CMD.exe as an administrator: Click Start, type cmd, right-click cmd, and click Run as administrator.
    2. Enter in the Command window:
      • For the 32-bit version of Windows: cd %windir%\system32
      • For the 64-bit version of Windows: cd %windir%\syswow64
    3. Enter in the Command window: regsvr32 vbscript.dll
    4. Re-run the Media Engine installer MSI.
    5. If the issue persists, go to the next step.
  3. Remove the vbscript.dll ClassID:
    1. In the Registry Editor, locate and remove registry keyHKEY_Current_User\SOFTWARE\Classes\CLSID{ B54F3741-5B07-11CF-A4B0-00AA004A55E8}.
    2. Click Start > Control Panel, navigate to the User Account Control Settings, and then move the slider toNever notify.

      After you complete the troubleshooting, you can revert this change if needed.

    3. Re-run the Media Engine installer MSI.
    4. If the issue persists, go to the next step.
  4. Repair corrupt system files with System File Checker:
    1. Run CMD.exe as an administrator: Click Start, type cmd, right-click cmd, and click Run as administrator.
    2. In the Command window, enter: sfc /scannow
    3. Re-run the Media Engine installer MSI.
    4. If the issue persists, go to the next step.
  5. Restore corrupt registry entries to their original state:
    1. Restart the Windows terminal and during the restart, insert the OS installation DVD to boot from it.

      The OS installation DVD must match the Windows service pack installed on the terminal.

    2. Follow the installation steps, selecting the option to repair the OS.
    3. Re-run the Media Engine installer MSI.

Notification area icon displays an unoptimized fallback operation

An unoptimized session in fallback mode is when RealTime Connector is not able to connect to RealTime Media Engine, and audio and video processing occurs on the server. When the notification area icon indicates an unoptimized fallback session, try these troubleshooting tips:

  • If the RealTime Media Engine isn't installed on the client device, install it.
  • A version of the RealTime Media Engine that is newer than the RealTime Connector is installed on the user device. Reinstall the correct version of RealTime Media Engine or upgrade your RealTime Connector. You can use a combination of versions 2.x RealTime Connector and RealTime Media Engine. The RealTime Connector version must be newer than, or the same as, the RealTime Media Engine.
  • The RealTime Media Engine might be failing to start. To obtain the logs, click on the RealTime Optimization Pack icon and select Logs. If you can't determine the cause of the issue, contact Citrix Technical Support.

Notification area icon is not displayed

If after you install the RealTime Optimization Pack on both the endpoint and server and start Skype for Business, you do not see the RealTime Optimization Pack icon in the notification area, ensure the version of Skype for Business is Public Update (PU) 15.0.4779.1001 or later.

Notification balloons do not display

If the notification balloons do not display, ensure that they were not disabled. You can enable or disable them. For more information, see Notification balloons.

Sound issues and slow call establishment

If calls take a long time to establish or established calls have sound issues, check your anti-virus software and ensure lync.exe is excluded from scanning.