Vidia FAQ Vidia FA Q

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1 Vidia FAQ Vidia FAQ

2 Contents 1 Registration/Account How can I register? How do I log in? How can I create accounts for other team members? How can I make someone from the team into an administrator? I have forgotten my password. How can I reset it? How can I set my password if the link has expired? How can I change my password? How can I delete my trial account? How can I upload a profile picture? What will this picture be used for? Why can t I see my colleagues in the team directory? Subscribing to Vidia How can I subscribe to Vidia? Why do I need a Swisscom login to subscribe to Vidia? Do all Vidia users in my team need a Swisscom login? How does payment work when I use Vidia in the team? What payment methods are available? How can I change or terminate my Vidia subscription? Using Vidia on a desktop computer or a notebook What are the system requirements? Do I have to install anything on my computer to use Vidia? Are administrator rights necessary to install Vidia? How do I launch the application? How do I use the application? What do the icons mean? Why can t I see the Vidia application once I ve launched it? The browser cannot find the Vidia application what should I do? Can I enter a Vidia room without a camera? How can I uninstall the application? Can I use Vidia with Linux? Using Vidia on tablets and smartphones For which platforms are apps available? Where can I download the app? How do I use the app? What do the icons mean? Can I use a headset? What happens if I switch to another app during a Vidia conference? Can I use Vidia simultaneously on several devices? How much data bandwidth does a video conference use? Vidia room/conference How can I enter my own room? How can I enter another person s Vidia room? Is there a Vidia plugin for Microsoft Outlook? How can I organise a video conference in my Vidia room? How can I invite additional people to my room? How many participants can be in my room at the same time? Can I dial into the Vidia room with a telephone number? How long is the room link available? How can I change it? Can participants be in my room when I am not in it myself? How can I remove a participant from my room? How can I mute participants in my room? What happens if I lock my room? I am in my room but cannot lock it Can I enter a Vidia room using a SIP or H.323-compatible video endpoint? How much bandwidth do I need for a Vidia conference? Can you record conferences?

3 6 Sound and picture quality Which camera should I use? Which audio device should I use? How can I improve the picture quality? I get an echo what can I do? I can hear the other participants, but I cannot see them or the picture is frozen Desktop and application sharing How can I share my desktop? How can I share an individual application? I have shared an application but the others only see a grey area How can I share a PowerPoint presentation? How can I change the size of shared content? How can I use a second monitor to display shared content? Support Where can I find help on Vidia?

4 1 Registration/Account 1.1 How can I register? Go to to create a free trial account. If your team already uses Vidia, please contact your team administrator, who will create a new Vidia account for you. You then receive a welcome from Vidia, with a link to set your password. 1.2 How do I log in? To log into Vidia from your Windows or Mac computer, go to vidia.swisscom.ch in your web browser and log in with your address and password. On your ios or Android device, download the Vidia app and then log in. 1.3 How can I create accounts for other team members? If you create a trial account for Vidia you then have the option to add other people to your account. This makes you a team administrator. You can add up to 199 additional users during the trial phase. Before the trial ends, you must have subscribed to the Vidia Team edition in the Swisscom Marketplace and entered the corresponding number of employees for the edition. 1.4 How can I make someone from the team into an administrator? During the trial phase you can pass on the administrator role (and so the ownership of the team) at any time to another person in your Vidia team. Open the account administration configuration in the settings menu and click on My profile. 1.5 I have forgotten my password. How can I reset it? Go to vidia.swisscom.ch and click on Forgotten password. If you use the Vidia app for ios or Android you will find the corresponding option on the app s login page. 1.6 How can I set my password if the link has expired? If the link for setting the password has expired, go to vidia.swisscom.ch and click on Forgot your password?. A new link will then be issued. 1.7 How can I change my password? You can change your password under My profile. 1.8 How can I delete my trial account? Log in to Vidia and open up My profile My profile. You can delete your trial account in the Account section. Note: This also deletes your Vidia room and your room link. If you are the team administrator and you have added people to your account, you have to delete the other accounts before you can delete your own account. To delete accounts from your team, open the account administration configuration. 1.9 How can I upload a profile picture? What will this picture be used for? Go to My profile to upload or change your profile picture. This picture will then be displayed to the other people in your team in the room overview. The picture also appears in the participant list for a meeting Why can t I see my colleagues under All rooms? Under All rooms for your team are listed in the team directory. You can enter a room by clicking on it. If any colleagues who also have a Vidia account are not listed under All rooms, it means that there are two or more teams within your organisation. To enter a room belonging to another team, ask the room owner to send you the room link. Moving accounts between two teams is not currently supported. You have to delete the account you want to move and then ask the other team s administrator to add the account. 2 Subscribing to Vidia Swisscom Enterprise customers are requested to contact their account manager. 2.1 How can I subscribe to Vidia? If you want to continue to use Vidia beyond the trial phase, you can subscribe at the Swisscom Marketplace. To start the purchase process, log on at vidia.swisscom.ch and click Buy Now in the banner on the right of the page. Important: Please remember to use the same address to log in to the Swisscom Marketplace that you use for Vidia. This will convert your existing Vidia Trial Account to a paid account at the time of purchase. 2.2 Why do I need a Swisscom login to subscribe to Vidia? You need a Swisscom login to register for the Swisscom Marketplace. If you do not have a Swisscom login, you can create one at any time. In the Swisscom Marketplace you can subscribe to Vidia and other services and alter or terminate subscriptions or editions. You do not need the Swisscom login to use Vidia itself. Use your Vidia user name and password to log in to Vidia. 2.3 Do all Vidia users in my team need a Swisscom login? No only the team administrator has to have a Swisscom login. The Vidia account administration takes place within Vidia. 2.4 How does payment work when I use Vidia in the team? As team administrator you pay for all your team s accounts. Select the Vidia Team edition. The number of employees listed there must match the number of Vidia accounts that you have created under your account. 4

5 2.5 What payment methods are available? You can pay for Vidia by credit card or PostFinance Card or on your phone bill (fixed network/mobile connection linked to your Swisscom login). You can download the invoice incl. VAT no. as a PDF from the Swisscom Marketplace How can I change or terminate my Vidia subscription? Log in to the Swisscom Marketplace and go to My account. Select Company applications to list all your apps. You can now change the edition or cancel the subscription. Note: If you are the team administrator and cancel the subscription, all the accounts in your team will be deleted. 3 Using Vidia on a desktop computer or a notebook 3.1 What are the system requirements? Vidia runs on Windows and Mac. You need a camera (integrated or external webcam). The exact system requirements are specified in the System and Network Requirements document. 3.2 Do I have to install anything on my computer to use Vidia? Yes, to use Vidia an application has to be installed and launched on your computer even when you take part in a Vidia conference as a guest. The application is offered to you as a download the first time you enter a Vidia room. 3.3 Are administrator rights necessary to install Vidia? No, the Vidia application can be installed without administration rights. 3.4 How do I launch the application? If you download Vidia and run the installation program, the Vidia application is automatically launched once the installation is complete. You can also choose to launch Vidia automatically when Windows starts up. You have to launch the application manually if Vidia is not launched automatically with Windows. In Windows, you find the application at Programs > Swisscom > Vidia. 3.5 How do I use the application? What do the icons mean? Please consult the Quick Start Guide for Vidia Users. 3.6 Why can t I see the Vidia application once I ve launched it? Once the Vidia application is launched, it automatically disappears to the background of the taskbar notification area, where it awaits a command from your web browser. If you launch a conference via the web browser, the application is then activated. 3.7 The browser cannot find the Vidia application what should I do? Try the following steps: > If you have not installed the Vidia application, please click on the download link and run the installation program. The Vidia application is then launched automatically. > Make sure that the Vidia application is running. The Vidia program icon must be visible in the notification area of your system tray. You can launch the application using Programs > Swisscom > Vidia. > Try to relaunch the Vidia application. Right click on the Vidia program icon and select Close Vidia. Then relaunch Vidia. If this is not possible, close Vidia using the task manager. > Use another web browser (e.g. Google Chrome). 3.8 Can I enter a Vidia room without a camera? If you are in a Vidia room, you can turn your camera off ( privacy mode ), so that the other participants can hear but not see you. If your computer does not have a webcam, you can also enter the conference without a camera. 3.9 How can I uninstall the application? The Vidia application can be removed using the control panel in Windows. With Macs, you simply delete the programme Can I use Vidia with Linux? No, Linux is not currently supported. 4 Using Vidia on tablets and smartphones 4.1 For which platforms are apps available? The Vidia app is available for Android and ios (smartphone and tablet). Depending on the screen size, the Android version can be used for Blackberry. However the app is not optimised for Blackberry. Windows Phone is not currently supported. You will find the supported devices detailed in the System and Network Requirements document. 4.2 Where can I download the app? The app is available free of charge in the Apple and Google app stores. Search for Swisscom Vidia. Using an Android device, you can set up a free trial in the app itself. If you use the app in ios, use your computer to set up a trial at If you invite a guest into your room and the guest uses a tablet or smartphone to click on the room link, your guest is automatically directed to the Vidia app in the app store. 4.3 How do I use the app? What do the icons mean? Please consult the Quick Start Guide for Vidia Users. 4.4 Can I use a headset? You can use the headset supplied with your smartphone or tablet. If this is connected, Vidia will automatically use the headset. 5

6 4.5 What happens if I switch to another app during a Vidia conference? The Vidia conference will continue to run in the background, but your camera will be deactivated until the Vidia app returns to the foreground. You will still be able to hear the other participants. In ios a red bar will appear at the top edge of the screen to show that your microphone is active. 4.6 Can I use Vidia simultaneously on several devices? You can be logged in on up to three web browsers and five devices (ios/android devices) with your Vidia account at the same time. However, you can only enter the conference on one device at any time (if you are also in a conference on another device, this is closed). If you want to log off on all web browsers and devices, you can do this on the Vidia website in the settings under Your Account. 4.7 How much data bandwidth does a video conference use? By nature, video conferences use considerable bandwidth up to 5 MB per minute. If you are using Vidia with 3G/4G, make sure that your subscription contains an appropriate data plan. You may incur high data costs otherwise. The same applies if you use Vidia abroad via data roaming. In this case we recommend using a wireless network (WLAN). 5 Vidia room/conference 5.1 How can I enter my own room? Log in at vidia.swisscom.ch and click on My room. If you are using the Vidia app, log in and then click on Enter room. You can also open your own room link. If you are not yet logged on, you can click on I have a Vidia account in the subsequent dialogue box to log on. Tip: For easy access you can save your room link to your bookmarks or create a link on the desktop. 5.2 How can I enter another person s Vidia room? To enter the room of another member of your Vidia team, log in and click on the relevant room under All rooms. If you have received a room link, click on it to enter the room. If you want to enter a room that you have recently visited, log in and click on Visited rooms. You will then see a list of your recently visited rooms. 5.3 Is there a Vidia plugin for Microsoft Outlook? If you use Microsoft Outlook for Windows, you can install the Vidia Outlook add-in to organise meetings easily and conveniently directly via Outlook. Download Vidia Outlook Add-In 5.4 How can I organise a video conference in my Vidia room? Log in to Vidia. You can use or a calendar entry to invite people to your room by sending them your room link. You can also invite people by sending an SMS from a mobile device. If you copy the room link to your clipboard, you can inform other people about it using various forms of communication, such as instant messaging. 5.5 How can I invite additional people to my room? If you are currently in your room, open the participant list and select Invite participants to send them the room link. 5.6 How many participants can be in my room at the same time? A maximum of 25 regardless of whether they are from your team or guests. 5.7 Can I dial into the Vidia room with a telephone number? Yes, you can dial in via phone to a video conference as an audio participant. The access number and room ID can be found in the conference invitation. Dial-in takes place via an 0848 number, which can also be reached from abroad. For more information, see the User Guide. If you change your room link, the room ID needed for phone dial-in is also generated again. 5.8 How long is the room link available? How can I change it? Your room link remains available until you regenerate it via the settings menu. Please note that once you change the room link, the people who have the link can no longer enter your room. 5.9 Can participants be in my room when I am not in it myself? Yes, as long as your room is not locked, other people from your team or other people who have the room link can enter your room regardless of whether you are in it or not. Phone dial-in to your room is possible at any time, regardless of whether you are in your room. If your Vidia room is locked, people who want to dial in via phone to your room as audio participants must also enter your room PIN How can I remove a participant from my room? Open the participant list and click on the end call icon for the relevant person (to the right of the microphone mute icon). 6

7 5.11 How can I mute participants in my room? Open the list of participants, and click the microphone mute icon for the person you want to mute. To simultaneously mute all participants (apart from yourself), click the button Mute All. To protect your participants privacy, you cannot re-activate a muted Vidia participant the participant must do this him/herself. Please note that phone participants are not informed that you have muted them. For phone participants, you can deactivate mute mode again for the participants themselves, this is not possible What happens if I lock my room? If you lock your room (by entering your room and clicking on the lock icon), other people from your room or people who have your room link will no longer have direct access to your room. If you are in your room, these people can then knock. You can either accept or decline. If your Vidia room is locked, people who want to dial in via phone to your room as audio participants must also enter your room PIN. You can find the PIN in the settings under Room settings. In this menu, you can change your room PIN at any time. Once you lock your room, it remains permanently locked (including when you leave the room) until you reopen it I am in my room but cannot lock it. In this case you are in your own room as a guest, so moderation and control functions are not available. Leave the room.log in to Vidia and re-enter the room Can I enter a Vidia room using a SIP or H.323-compatible video endpoint? This feature is available as an option. Please contact Swisscom for a consultation How much bandwidth do I need for a Vidia conference? For optimum picture quality you should have a bandwidth of 1.5 Mbit/s. If several people are simultaneously in a Vidia conference in the same network, this volume of bandwidth is incurred for each person 5.16 Can you record conferences? Vidia currently has no recording function. You can use a tool such as Snagit to record audio and video from a Vidia conference. Please note that you are required by law to inform the other participants in advance that the conference will be recorded. 6 Sound and picture quality 6.1 Which camera should I use? We recommend using an external webcam. You will obtain the best results with the Logitech HD Pro Webcam C920 model. You can find out about other recommended cameras in the document Vidia Tips & Tricks. 6.2 Which audio device should I use? Headsets or speakerphones from Logitech, Plantronics or Jabra will provide good results. See the document Vidia Tips & Tricks for more information. 6.3 How can I improve the picture quality? The quality of the picture that other participants see depends mainly on your camera and the light conditions. Use one of the recommended external webcams. If possible, position yourself so that the light source (window, artificial light) is in front of you. You will appear very dark in the picture if you have a window behind you. 6.4 I get an echo what can I do? If you hear yourself as an echo, this is not caused by you but by someone else in the conference. If there are several people in the conference you can successively mute the participants to find out who is causing the echo. The following measures can prevent other people from hearing an echo: > Use a headset or a speakerphone > Use headphones if you do not have a headset or a speakerphone. > If you are using a speakerphone, make sure that there are no objects in the direct proximity of the loudspeaker. You can find more information on this topic in the document Vidia Tips & Tricks. 6.5 I can hear the other participants, but I cannot see them or the picture is frozen. VPN connections may interfere with image transmission. If you have launched a VPN connection on your computer, close it and re-enter the Vidia room. 7

8 7 Desktop and application sharing 7.1 How can I share my desktop? If you want to share your entire desktop, click on the icon for desktop and application sharing and select Share desktop from the list. Then minimise the Vidia application to avoid a mirror effect. 8 Support 8.1 Where can I find help on Vidia? You can find all the help documents at If you have any questions, you can post them at Swisscom Support Community. 7.2 How can I share an individual application? When you share an application, make sure that the window for this application is not minimised. Otherwise the other participants will not see it. 7.3 I have shared an application but the others only see a grey area. This happens when you share an application that is minimised. Maximise the relevant application. 7.4 How can I share a PowerPoint presentation? To share a PowerPoint presentation, we recommend the following setting under Slide Show menu > Set up Slide Show: The presentation is then shown in the main PowerPoint window, which can be shared in Vidia. 7.5 How can I change the size of shared content? Click on the shared content to display it in its own window. You can change the size of this window or view it in full-screen mode. 7.6 How can I use a second monitor to display shared content? Click on the shared content to show it in an individual window. You can then move the shared window to the second screen so that you can see the other participants and the shared content at the same time. 8

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