Plugin Troubleshooting

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  • Question
  • Updated 7 months ago
Looking for a place to find tips on troubleshooting browser plugin issues, incompatibilities, etc.

When a participant reports the plugin doesn't work, it's difficult to offer troubleshooting advice when a meeting is about to begin without knowledge of their environment.

Besides a company policy restricting the ability to install browser plugins, are there any other tips or advice to circumvent failed meetings due to plugin problems?

Today our client saw "The Blue Jeans Video Plugin encountered a problem" and was unable to connect.  We had to switch the meeting to a Skype call since time was limited.

It would be nice to have an arsenal of quick tips to offer. 
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Kevin Otten, Champion

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Posted 4 years ago

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Hi Kevin,

Sorry you're experiencing this. Right now there is no plugin specific troubleshooting tool. We would recommend telling your team to try another browser if this issue occurs. 

Upload logs so we can nip the problem in the bud and solve this for your enterprise. 

Additionally, we recommend opening a support ticket by emailing support@bluejeans.com or calling our team at 408-791-2830
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Kevin Otten, Champion

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Thanks for the response, I wasn't actually looking for a software tool though.  I just intended this thread to serve as a place for troubleshooting tips to go so we could share amongst the community. 
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Dawn Aristorenas

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I was looking for additional Outlook troubleshooting tips and saw this post.  Customers can still use Blue Jeans if the Outlook plugin is not working.  They just have to manually log into the portal and launch their meetings through the meeting menu.  They can also schedule meetings through there.  If the user cannot launch the meeting through Outlook and through the portal, then the next step would be to call into support.
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Mike Kerr, Official Rep

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Hi Dawn, we've just updated our Outlook Add-in to version 3.0. Many improvements and updated features. You can find the download for the new add-in, along with links to guide and training video, at http://bluejeans.com/support/knowledgebase?article=Outlook-Add-In-Download-and-Scheduling-Instructio...
 I have Troubleshooting browser plugin issues and these updated blue jeans troubleshoot work for me, but in the process of this, I found some browser issue and I solve this issue from Firefox Fix.