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VidyoConnect for Desktop: About Version 18.3.1



For more information, please refer to the VidyoConnect for Desktop: Releases article: 

VidyoConnect™ is Vidyo's enterprise meeting solution for team collaboration. It offers a unified experience across desktop, WebRTC, and mobile devices. This article describes version 18.3.1 of the VidyoConnect desktop application, which includes WebRTC unless otherwise noted.

What's New in This Release

Resolved Issue 

In VidyoConnect version 18.2.4, Vidyo discovered and resolved an issue where, in certain scenarios, the VidyoConnect application would prevent the operating system from going into suspend/sleep mode and displaying a screen saver. However, black video tiles then occasionally began to appear during some video calls as a result of the fix.

In version 18.3.1, we have resolved the black tiles issue in addition to the previous screen saver issue. Therefore, the VidyoConnect application should now allow the operating system to go into suspend/sleep mode without causing black tiles to appear during active video calls.

Upgrading from VidyoDesktop™ or Vidyo Neo™ 

If you’re planning to upgrade to VidyoConnect from VidyoDesktop or Vidyo Neo, we'd like to clarify a few important points that you should pass along to your users:

  • VidyoDesktop Users: If you’re currently using VidyoDesktop, your users will continue to access video conferencing with VidyoDesktop and VidyoMobile™. We encourage you to upgrade to VidyoConnect to access all the latest features. Please contact us to initiate the upgrade to VidyoConnect, and click here to learn more about what to expect.
  • Vidyo Neo (which is now VidyoConnect) Users: If you were using VidyoMobile before the upgrade, your users will now be redirected to the new VidyoConnect for Mobile app. When joining a call from a mobile device, your users will be prompted to download the app from the Google Play™ Store or the Apple® App Store. Once the app is installed, they'll be routed to their call via the new VidyoConnect for Mobile app.

We invite you to visit our VidyoConnect page to find out more about the VidyoConnect applications, the benefits of moving to our cloud services, and the plans we offer.



Platform and Browser Compatibility for VidyoConnect for Desktop

The following table defines the compatibility between VidyoConnect version 18.3.0 and OS platforms. 


Compatible Windows®
Compatible Mac®
OS X Platforms
Windows 7 32-bit and 64-bit

Mac OS X 10.12x

Windows 10 32-bit and 64-bit

Mac OS X 10.13x


The tables above reflect Vidyo’s current test matrix. Other platforms and browsers may also work, although they are not officially supported.


Portal Compatibility for On-Premises VidyoConnect Customers

If you are an on-premises customer, refer to the Vidyo Compatibility Matrix article to determine which version of the portal your VidyoConnect release is compatible with.


Resolved and Known Issues

Resolved Issues

The following table lists the resolved issues in VidyoConnect for Desktop version 18.3.1:

VidyoConnect for Desktop Version 18.3.1 - Resolved Issues

Key Summary
NEP-10963 The VidyoConnect application will now correctly allow the operating system to go into suspend/sleep mode without causing black tiles to appear during active video calls.


Known Issues

The following table lists the known issues in VidyoConnect for Desktop version 18.3.1 and earlier:


VidyoConnect for Desktop Version 18.3.1 - Known Issues
Key Summary
NEP-11009 A black tile occurs for a remote participant when switching from one camera to another camera and back again.
NEP-10893 A MacBook built-in camera stays active but not functional after a user closes the laptop lid and reopens it while in a call.
NEP-10792 A meeting room that is locked by its owner at the same time as a user joining it does not immediately show its locked status. However, a user will not be able to join the room and sees the locked room pop-up message.
NEP-10798 The activity indicator is enabled on HP Webcam HD 2300 while in a call with muted audio and video and should show the camera is not in use. 
NEP-10794 The "Unable to establish a connection" pop-up should not display in the log in screen; however in some scenarios displays incorrectly. For example, when joining a call and disabling and then enabling internet connection. 
NEP-10792 If a user clicks on a public room of another user and the room owner locks this room the user should not be able to join the room. The "Join" option should not display in this scenario. 
NEP-10791 Users are not able to connect their Exchange calendar when using 32-bit VidyoConnect installed using MSI on 64-bit OS.

In VidyoConnect versions 18.2.3 and 18.2.0 when a user clicks on a guest link again the camera icon is muted and there is no self view.  The camera is off when the user returns to guest beauty screen after clicking 'Cancel and go back '.

Workaround: The user can click on the camera icon as if to mute and unmute. 

NEP-10789 When a user adds a room to "favorites" and then searches for this room; the room is displayed incorrectly without the white star indicator in search results.
NEP-10788 Users cannot close whiteboard pop-up when VidyoConnect is in minimum size.
NEP-10766 Unable to join more than two legacy endpoints to the same conference
NEP-10765 Recording URL displayed for Admin after recording was stopped
NEP-10748 Only 14-15 tiles are displayed in grid view in mass call
NEP-10642 When no replay URL is defined in tenant - clicking the replay link icon opens an instance of VidyoConnect
NEP-10610 When a user with a controllable camera (camera owner) mutes or unplugs the camera while it is being remotely controlled results in the user being dropped from the call with a frozen app screen.
NEP-10599 User sees recording option when no recorder is configured for the tenant
NEP-10595 While a user is in a multi-participant call and CPU constrained, VidyoConnect resource manager now takes a few minutes longer to drop video tiles.
NEP-10568 Reconnected headset not displayed in mic and speaker drop down
NEP-10546 User doesn't see invitation to the call after acknowledge the Login Banner
NEP-10520 DTMF tones are played for user when someone joined the call
NEP-10395 Admin cannot invite users if he was invited to the meeting
NEP-10282 MSI: Uninstall does not remove VidyoConnect files
NEP-10280 Occasionally for Lenovo T440P machines running Windows 7, the audio devices fail to work after computer resumes from sleep mode.
NEP-10258 iFrames from different tenant are displayed if user was logged in there
NEP-10257 Unable to join the same room after leaving on first attempt
NEP-10243 WebRTC only: The camera and mic permission prompt message is not displayed and the self view shows a loading spinner when user joins a call without giving the browser permissions to use camera and the mic.
NEP-10233 User is unable to join a call via guest link if logged in on WebRTC
NEP-10220 User who left while network was lost is displayed in call
NEP-10081 'Setup is loading' pop up is displayed in English
NEP-9942 WebRTC joining very large conference - may take several minutes to receive audio/video
NEP-9941  User that was muted the entire call does not appear unless pinned, appears as black tile when unpinned 
NEP-9859 When connecting to VidyoConnect using WebRTC, if a user tries to draw or move a complex object on a whiteboard or tries to copy and paste numerous objects on a whiteboard, a “Connection Error” occurs.
NEP-9746 When using the whiteboard feature, if a user selects the Text tool, types some text, and then undocks their laptop, the text is not saved on the whiteboard.
NEP-9703 When having a Chrome window open in Windows and joining a call with a remote participant; the remote participant will see a black/blank screen/window in Chrome. 
NEP-9689 When using Windows 7, if a PowerPoint® presentation is shared in edit mode and then the user starts the slide show, the presentation does not switch to slide show mode but rather remains in edit mode.
NEP-9683 When using Firefox, if a headset is plugged in but the user selects their internal microphone as their audio device, when the user speaks, the remote participant hears sound from both the headset mic and the internal mic.
NEP-9671 The message “Unable to join the conference. A server error has occurred” appears when a user tries to join a call on macOS 10.13.3 when SCIP is blocked.
NEP-9636 When the network gets disconnected on a PC with a VirtualBox installed, the appropriate message “To report the problem, you can generate logs to send to technical support” is not displayed.
NEP-9077 Microsoft Windows 10 version 1709 introduces a new section in Windows Defender Security Center (WDSC) under App and Browser Control -> Exploit protection settings. One of these settings is called "Force randomization for images (Mandatory ASLR)" and if set to "On by default" then the VidyoConnectInstaller-win32-TAG_VCOND_17_3_0_3325.exe and VidyoConnectInstaller-win64-TAG_VCOND_17_3_0_3325.exe will not launch. This also affects Neo user installers (2580 and 2575).
When using the Text tool on the whiteboard, various issues may occur. For example, the text box cannot be resized after the user types a few lines of text and the layout of the text in the text box may change when the user exits from the text box.
NEP-8770 When using the whiteboard feature, if a user creates a page and gives it a title, but then uses “undo” and “redo” a number of times, the page loses its title.
NEP-8651 If a user joins and disconnects from a VidyoConnect conference, but then leaves VidyoConnect running, the user’s screensaver never comes on and the display does not go into Sleep mode.
NEP-8426 If a user calls another user, but then the called user leaves the conference right after clicking the Answer button, the conference remains in progress on the caller’s side, the participant counter shows 0, and the caller can’t leave the conference.

If a user clicks “Join” to join a call and then downloads the client, the user will be unable to log in as a guest if auto login is enabled and they have an expired access token.

Workaround: The login page appears and the user can log in using their username and password.

NEP-8327 When a user logs into Neo for Desktop and clicks on a room to lock it and then logs in to the Tenant Admin to unlock the room; the system should then display the room as "unlocked". However, the application incorrectly displays the room as "locked" when it should display as unlocked. 

When using VidyoConnect on Windows, using the PrintWindow function occasionally causes VidyoConnect to hang.

Workaround: Either restart Windows or find the application that is causing PrintWindow to hang and close it.
NEP-8131 Closing the VidyoConnect window doesn’t prevent a user from joining a call. Therefore, if a user clicks to join a room and then closes the VidyoConnect window, that user will actually join the call.
NEP-8107 If all the participants in the call have muted their cameras, the VidyoConnect screen is blank until someone speaks.
NEP-7936 An alias cannot be added as to favorites; however, aliases do appear under the Rooms tab.

For users with muted audio who dial out to a legacy endpoint, the application is unable to send DTMF tones.


If a Windows 10 user who has the VidyoConnect app installed opens the Start menu, searches for “Apps and features”, and then enters VidyoConnect as the app that they want to uninstall, the VidyoConnect uninstaller does not launch; instead, the User Account Control dialog box displays.

Workaround: Manually launch the VidyoConnect uninstaller from the from %LOCALAPPDATA%\VidyoConnect folder.
NEP-7743 When using web proxy with basic authentication, the VidyoConnect app cannot connect to Google Calendar.
NEP-7299 If a room owner mutes all the cameras and microphones via the Control Meeting page and then goes back to the VidyoConnect interface and unmutes himself/herself, the Control Meeting page continues to show that the room owner is muted.
NEP-7250 Some default Windows apps, such as Photos, Calendar, and Groove™, do not appear in the application share list.
NEP-7212 When using the Outlook Add-on, the erroneous error message “There was an error connecting to portal. Internal Server Error (500)” appears when a user tries to create a meeting using a deleted or disabled room.
NEP-6836 When guest users or web browser users join a call with their cameras and microphones muted, they see audio-only tiles on the VidyoConnect in-call screen.
NEP-6787 If Outlook is the default email client and a user creates a meeting invitation with VidyoConnect, when the Outlook meeting invite opens, the HTML meeting invitation does not appear.
NEP-6706 The “Joining the call” message continues to display for three to four seconds after all the video tiles appear.
NEP-6674 When VidyoConnect is downloaded from the portal and the installer is launched, the message “VidyoConnect is an application downloaded from the Internet. Are you sure you want to open it?” appears twice.
NEP-6431 When a user has more than one display and shares a PowerPoint® slideshow when Presenter View is enabled, both the slideshow and Presenter View are shared.

When in Theater Mode, if all cameras are muted and then unmuted from the Control Meeting page, only one tile appears.

Workaround: Switch to Gallery View to see all the tiles or disconnect and rejoin the call.

When a new meeting is created, Outlook crashes one time after each clean installation of VidyoConnect on Windows 10 32-bit with Microsoft Outlook 2016.


If VidyoConnect loses connection with the Microsoft Outlook calendar, the user will not receive a notification that the connection was lost.


If a user has the room details page open at the same time the admin sets a PIN for the room, when the user clicks the Join button, they will not be asked to enter the PIN nor will they be able to join the room.

Workaround: Re-open the room details page. You will then be asked to enter the PIN.
NEP-5956 If a monitor is shared from a Mac, the other participants in the conference see the shared monitor but they also see the highlighted borders and the Share icon.

When a user clicks to select their own room, there is a few second delay before the room link and the send invitation links appear.


If a conference participant selects an application to share and then minimizes the application, that participant’s view will appear as if they are sharing the content, but the remote users will not see the shared content.

NEP-5776 When the portal is configured to not Allow Public Room creation by users, the + button (which enables the creation of new public rooms) appears for a few seconds after the VidyoConnect application starts.

When using a Mac and sharing content, occasionally the “This video will resume when the remote connection improves” may appear on the tile that is displaying the shared content.

NEP-4921 If a user’s camera is being used by an application other than VidyoConnect, and then the user joins a call with VidyoConnect, that user will not see a notification that their camera is in use by another application.
NEP-4802 Due to an Apple® limitation, when sharing the Mail application on a Mac, the minimized view of VidyoConnect is also shared.
NEP-4801 Due to an OS limitation, while a participant is sharing their screen, the green outline that appears around the shared content does not include the taskbar even though the other conference participants can actually see the taskbar.
NEP-4713 Due to an OS limitation, when a participant views the list of apps available to share, Safari® windows are shown as “Untitled” and Chrome windows are shown as “New Tab”.
NEP-4313 Due to a limitation in Outlook on a Mac, when a meeting is scheduled via VidyoConnect on a Mac, the attendees’ availability information does not appear.

In low bandwidth calls, lip sync issues might occur.

NEP-4047 Echo can be heard for approximately one second after a headset is disconnected from a MacBook Pro® or a MacBook®.
NEP-3685 The incorrect CDR call completion code displays when the call is ended by the caller.
NEP-3684 Incorrect CDR entries display when an incoming call times out.
NEP-3467 If the network is slow and a user is the first participant to join a call, the user sees a “[username] has joined the conference” message instead of the “You’re the only person in the call” message.
NEP-3187 If a user has more than one display and shares the main display, the video window does not move to the non-shared display.
NEP-2823 If a user launches the HTML Control Meeting page of a public room, selects the ‘”Mute audio and allow participants to re-enable” option from the Control Meeting page, unmutes locally from VidyoConnect, and selects the “Disable video and allow participants to re-enable” option from the Control Meeting page, both the audio and video are disabled.
NEP-2129 If a Tenant admin changes the name of a room, VidyoConnect users do not see the new room name in the UI until they log out and log back in.
NEPWEB-1275 When a Sessheiser headset is connected, the Firefox browser transmits audio on both external mics (e.g., the built-in mic on the camera and the mic on the Sessheiser headset) during a call. 
NEPWEB-1253 When using the Firefox browser, TURN relay calls may fail and the “ICE connection failed” error message may appear.
NEPWEB-1183 When a user clicks the … button near a name in the VidyoConnect left panel, the stethoscope indicator is missing.
NEPWEB-1118 Due to a limitation with the Firefox browser, if a user opens the application share list and then changes the name of an app, the app's name is not updated on the application share list.
NEPWEB-1116 Due to a limitation with the Firefox browser, the application share list does not update in real time; therefore, if a user opens a new app, they will not see it in the VidyoConnect share list unless they relaunch Firefox. 
NEPWEB-1087 When using Firefox, the video displayed in the participant’s tile may not be from the camera selected on the Device Settings screen. 
NEPWEB-1083 Due to a limitation with the Firefox browser, even if multiple audio output devices are connected, only the system default device appears as the speaker and ringing device on the VidyoConnect Device Settings screen. 
NEPWEB-932 If there are no lines available on the portal when a VidyoConnect guest user tries to join a call, the guest user will receive the erroneous message “Unable to join the conference. Please contact your administrator” instead of the correct message “Unfortunately, all lines are in use. Please contact your administrator or try again”. 
NEPWEB-930 If a logged-in VidyoConnect user tries to log out during an ongoing call, that user will receive an “Application Error” message. 
NEPWEB-916 If a Firefox user joins a call, shares content, and then edits the shared content, the other participants in the call will not see the edits. 
NEPWEB-914 If a Firefox user joins a call as a guest and then gets disconnected, after refreshing the browser, that user will receive a message saying the server is full and asking them to “Try again”. If the user then clicks the “Try again” button, the Firefox browser icon will keep spinning and never load the page. 
NEPWEB-824 When using Firefox, headsets do not appear in the list of available ringing devices on the Devices page. 
NEPWEB-369 When a user who is using Firefox on Ubuntu 16.04 OS starts sharing an application, the application is not brought to the foreground. 
NEPWEB-198 When using Chrome on Windows 8.1, the device list may show an invalid speaker and microphone option with the label "Communications". 


Content Sharing Known Limitation

The following table lists the lists the known OS limitation when sharing content with VidyoConnect:

Content Sharing Known Limitation
OS Limitation
Windows 10 and 8.1

Universal Window Platform (UWP) applications that are displayed in a window on the desktop cannot be shared.

Applications that render all or part of their window’s content using Microsoft DirectComposition, such as Chrome 50 and Firefox 46, cannot be shared. Instead, the user must share the entire display.



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