General - Unable to login

Can you browse to a public website (e.g.  www.vidyo.com)?

• There could be a firewall/web proxy on the network preventing the connection.

Can you reach your VidyoPortal URL (e.g. https://company1.vidyocloud.com)?

• There could be a firewall/web proxy on the network preventing the connection.

What error is displayed on status bar located the bottom?

• Invalid Username/Password or the user account is disabled:
  1. Click on “Forgot your password”.
     • Enter your email address and click “Submit”. An email containing a password reset link will be sent.
     • If the Email address is not found or the message “The Forgot Password page cannot be shown…” is displayed, proceed to Step 2.
  2. Check if the user account exists on the VidyoPortal admin page and the correct email is configured for that user.

• Error: Server is unreachable:
  1. Ensure your VidyoPortal address is correct (e.g. https://company1.vidyocloud.com).
  2. Check for possible network connectivity issues.
     • VidyoDesktop connects to the VidyoCloud infrastructure on TCP port 17992 for signaling and falls back to connect via VidyoProxy on TCP port 443(if enabled on the user account).
     • If the above fails, VidyoProxy may not be enabled for the user or there are other network issues preventing the connection.