Logitech Vid

[Lbert]

Hi everyone

I've been using Logitech Vid for a year without any problem but all of sudden everything stopped working! 10 days ago more or less, I received error messages #12 and 408. No videocall connection was possible. I have a desktop PC and a laptop. In the laptop, running Windows 7, when you try to answer a call, communication is not established and instead you received the error #12 (or 408). After that the line with the caller appears "busy".

With my PC, running Windows XP,  things are worse, the PC simply crashes!!! the classic blue window indicating memory dumping is shown and the PC is restarted.

In both cases the problem persists even with the firewalls off.

I tried a call between my PC and my laptop and nothing, so the problem seems all mine,

So using my laptop I tried a call to "vidtest" but no success.

With my desktop PC even trying to call "vidtest" crashes it, so I uninstalled Logitech Vid but when I tried to  unistall the software for my webcam C910 it was impossible !!! No way !!! The window telling you that an error has occurred pops up and the uninstaller  closes. Unplugging the webcam doesn't change anything neither trying to uninstall in safe mode.

My laptop has McAfee antivirus running with all the possible defenses configured. My PC instead uses Avira Antivir free edition. My router has not been touched, is the same as always has been before this crisis.

After many days attempting to solve this problem my guess is that I have a virus in my desktop PC and Logitech servers have blocked my router's IP so even if I try a call with my laptop I have no success. Am I right ???????

Any help or advice is welcome.... before I have to proceed to format my PC's hard disk since Avira Antivir free edition seems not to be solving this suspected virus infection  ....specially if after formatting and reinstalling I discover the problem has not gone cause it was something else!!!

Thank you a lot

[MCW]

Hello Lbert;

Try this test to help isolate the issue:

Power off your modem, router and computers.

Connect your computers one at a time directly to your modem with an ethernet cable.

Power up the modem and then the computer.

Launch Vid HD and sign in.

Make note of your status as well as the status of your contacts (e.g. available, unavailable).

Place a few test calls to vidtest@logitech.com as well as other contacts that appear as available.

If the calls fail, specific to each computer, what was the failure behavior and entire error messages observed?

Thanks

MCW

[Lbert]

Thank you MCW,

As I said in my first message I uninstalled Logitech Vid from my desktop PC but now reinstall it to make the proves you suggest results  impossible. The installer closes reporting that an error has occured (AppName: msetup.exe,  ModName: servicehook.dll). Similar thing happens if I try to uninstall Logitech C910 drivers.

So I followed the steps you listed using just my laptop. No success trying to connect to vidtest@logitech.com.  After several attempts the persistent message reported by Logitech Vid was error #408. However all my firewalls were off, at least that's what Windows 7 control panel displays.

Any idea?

[MCW]

Hello Lbert;

You should not need to disable the proprietary windows firewall. 

If you have any third party firewall /  internet security software installed, please make sure that Logitech Vid HD is allowed for inbound and outbound traffic. See FAQ 11770 and FAQ 11771

If after following the FAQ steps you still get error 408 or 12, check the documentation for your network devices such as the modem and router as some of these have firewall features in them that may be blocking the traffic. If they do, you may need to adjust those settings as well.

NOTE: I am  not referring to SPI (Stateful Packet Inspection) and NAT (Network Address Translation). These should not need to be adjusted. Look for other firewall features.

Regarding the installer issues you are having with Vid HD and C910 drivers on your other computer, please contact Logitech Support directly so they may trouble shoot it in more detail.

Thanks

MCW

[Lbert]

Hi

Ok, I will review everything you suggest but I can anticipate I do not have any third party firewall or similar.

Yesterday, once again I did boot in :"Safe mode with Networking". but instead of logging on using my user account with full administrator privileges,  I tried the default administrator account provided by Windows (which I never use)... and bingo, I succeded reinstalling Logitech Vid and also  connecting to vidtest@logitech.com but all this remaining in safe mode, when I boot normally it seems there is a process that not only blocks the communication but also crashes the PC (memory dumping and restart).

What puzzles me is why am I having this problem in both my PC and my laptop. This could make you think that the problem is the router  but I have not touched anything and the other programs seems to works fine.

Well. whatever the result I''ll let you know.

Thank you very much