Audio problems

You cannot be heard

If you call someone and that person cannot hear you, this can indicate one of:

  • Your microphone has a problem or Breeze is not using the correct microphone
  • The person you called has a problem with his audio output (no speakers, audio muted, etc)
  • Another application is using your microphone

Breeze allows you to mute your microphone when you do not want the people you call to be able to hear you. The mute button is in the bottom-right of the Breeze window and looks like this:

If you think the problem might be due to your microphone:

  1. Ensure that no other applications are using the microphone. Close any that might be.
  2. In Breeze, click the volume icon in the bottom-right of the screen. The volume icon looks like this: . Breeze displays your microphone and speakers information panel:
  3. Using this panel, you can see which microphone Breeze is using. You can also select to use any one of the microphones available on your computer.
  4. Check that the microphone is working. The indicator beneath the microphone’s name reacts to any surrounding sound.

If the correct microphone is set and that microphone is functioning, and the person whom you are trying to call does not have a problem with speakers, and there are still audio problems, contact StarLeaf technical support.

If the microphone has been muted by a control elsewhere in your computer, Breeze warns you that is the case.

You cannot hear anything

If you cannot hear anything, your audio playback device might not be correctly selected. If you cannot hear anything:

  1. In Breeze, click the volume icon in the bottom-right of the screen. The volume icon looks like this: . Breeze displays your microphone and speakers information panel:
  2. Using this panel, you can see which speakers Breeze is using. You can also select to use any of the speakers available on your computer. You can also adjust the volume-level of the speakers by using the volume-control slider in this panel.

Breeze tells you in the microphone and speakers information panel if you have muted your speakers. Clicking on this message unmutes the speakers.

Breeze also tells you if the speakers are not working or if you don’t have any speakers.

You are too loud or too quiet

If the people you call complain that you are too loud or too quiet, this might be due to your microphone levels, rather than the volume of their speakers. To adjust your microphone levels:

  1. In Breeze, click the volume icon in the bottom-right of the screen. The volume icon looks like this: . Breeze displays your microphone and speakers information panel.
  2. Use the microphone slider to adjust your microphone levels. Increasing the level increases your transmitted volume.

Echo

For information about solving echo, refer to Solving echo .

Video problems

Video problems when using Breeze may indicate one of:

Insufficient bandwidth

Breeze tests your bandwidth and scales video according to the results of the bandwidth test. Breeze will report if the bandwidth is insufficient for full video functionality. Where bandwidth is insufficient for full quality video calls, you will see one of the following warnings:

  • Bandwidth is insufficient for full quality video. In this case, the cloud scales video quality to the available bandwidth
  • Bandwidth is sufficient for video calls, but insufficient to also share content (desktop sharing)
  • Bandwidth is insufficient for both video and PC sharing, in which case you can make an audio-only call

If you are using Breeze, and when you make a call, there is no video, re-test the bandwidth. In some cases, you may have temporary network issues when you first start Breeze that make it seem (incorrectly) that you do not have sufficient bandwidth for video calls. Retesting the bandwidth in these cases solves this issue. For more information, refer to Video bandwidths and resolutions used by the StarLeaf Cloud.

To re-test bandwidth:

  1. Click the leaf icon in the bottom-left of the Breeze display.
  2. Click retry bandwidth test:

A camera issue

If, the person you are calling cannot see you, it is possible that Breeze is attempting to use the wrong camera.

To select a different camera:

  1. In Breeze, click on the camera icon in the bottom-right of the screen. The camera icon looks like this: . Breeze displays your camera information panel:
  2. Using this panel, you can see which camera Breeze is using. You can also select to use any one of the cameras available on your computer. You can see the view that the selected camera currently has. You can also mute the video – so that you can make a video call where you cannot be seen.

If you have video problems, and you are sure your webcam is correctly functioning and you have restarted Breeze, contact StarLeaf technical support.

Breeze displays a white screen

If Breeze displays a completely white screen on Windows operating systems, where you cannot see the user interface at all, this could be because of your DirectX 3D settings. Ensure that DirectX 3D is enabled, following the steps at https://support.microsoft.com/en-us/help/191660/directdraw-or-direct3d-option-is-unavailable . If this setting is enabled and you are still experiencing issues, ensure that your video drivers are up-to-date and that you are not running Breeze on a virtual machine.

Your call disconnects immediately

If you make a call and it immediately disconnects, this could be because Breeze was unable to detect any audio devices on your computer. In this case check that your speakers and microphone are operating correctly. If your calls still disconnect, contact StarLeaf technical support.

Information about computer capability

Note that Breeze can tell you if your computer has the capability (for example, processing power)to make and receive high quality video calls. To discover your computer’s ability to make a video call, click the leaf icon in the bottom-left of the Breeze display. In the image below, the PC only has the capability of making medium quality video calls regardless of bandwidth availability.

Uninstalling Breeze on a Windows computer

To uninstall Breeze:

  1. On your Start menu, go to All programs and locate the StarLeaf Breeze program folder.
  2. Choose StarLeaf Breeze Uninstall from the options, or right-click Breeze and select Uninstall from the dropdown menu.

Firewall issues on Windows PCs

When you install Breeze, or when you subsequently run Breeze, if your firewall asks you to ‘Allow or Deny’ Breeze (or words to that effect), ensure that you Allow Breeze. Breeze is controlled from the cloud; it needs Internet access to function.

Corporate firewall issues

For information about firewall traversal, refer to firewalls.

Known issues

In the current Breeze release, there is one known issue:

  • If your computer is running Avira anti-virus software, it might not allow you to install Breeze. In this case, you can temporarily disable the Avira software until your have completed the Breeze installation, or you can contact StarLeaf technical support for assistance. This is StarLeaf bug number 2184 and will be fixed when Avira update their software to recognize Breeze