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.
Open the About page and confirm the attributes (connection type, RealTime Connector and RealTime Media Engine versions, Skype for Business version, and operating system).
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.
Connecting - MediaEngine.Net is trying to establish a RealTime Connector connection.
Fallback or unoptimized mode - There is a RealTime Connector connection to a local RealTime Media Engine process.
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.
Version mismatch - Same as Connected but the version match is not exact (different major or minor numbers)
Not connected - A registry setting (policy) preventing MediaEngine.Net from running RealTime Media Engine locally.
You can verify your installation and collect troubleshooting information by right clicking the HDX RealTime Optimization icon and making selections from the menu.
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:
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.
Poor video quality is often caused by one of the following issues:
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.
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.
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:
In such cases, create an exception in the Windows firewall.
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.
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:
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.
The vbscript.dll file or registry reference to its ClassID can become unregistered or corrupted. Follow these steps to register or repair it.
After you complete the troubleshooting, you can revert this change if needed.
The OS installation DVD must match the Windows service pack installed on the terminal.
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 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.
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.
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.