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New Contributor
Posts: 5
Registered: ‎08-18-2013
My Device: Torch 9810
My Carrier: Koodo

VIDEO CHAT: Unable to connect to server.

This is driving me absolutely nuts to the point where i'd rather smash my playbook than fix it.

 

The video chat is the main thing i use on my playbook.

 

I've tried:

Resetting my router.

Reconnecting

Restarting

Reformatting

Customer support is doing nothing.

 

NOTE:

INTERNET WORKS FINE, IM CONNECTED.

 

This has only happened recently.

Sometimes I can get talking for 30 seconds but then it freezes and says the user has disconnected.

Then it will says unable to connect to server.

 

 

Can I seriously get this resolved!?!?!!??!!?

 

 

 

Retired
Posts: 4,285
Registered: ‎07-26-2010
My Device: Q10/Q5/Z10/9930/9860/9310

Re: VIDEO CHAT: Unable to connect to server.

Hey sarahemilygray,

Welcome to the BlackBerry Support Community Forums.

 

Thanks for the question.

 

Does your BlackBerry ID have any capital letters in it?  If so please follow the below steps:

 

Remove the capital letters from the BlackBerry ID's Username:

 

Note: This will require access to a second email account.

 

  • From a computer access http://blackberry.com/blackberryid
  • Select Log in
  • Input the Username and Password and click Sign In
  • Click Account Details
  • Beside Details click Edit
  • Change the Username to another email address (ensure all letters are lower case)
  • Click Save
  • Beside Details click Edit
  • Change the Username back to the original address (ensure all letters are lower case)
  • Click Save


Did you also change your BlackBerry ID recently?

 

I look forward to your reply.

 

Cheers.


-ViciousFerret


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


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New Contributor
Posts: 5
Registered: ‎08-18-2013
My Device: Torch 9810
My Carrier: Koodo

Re: VIDEO CHAT: Unable to connect to server.

I did all of that and it's still not working.

Super Contributor
Posts: 349
Registered: ‎07-18-2013
My Device: Playbook

Re: VIDEO CHAT: Unable to connect to server.

Do you have speedtest.net in your country to test internet speed. What about the contact at the other end? Their internet ok?


Sarah.
New Contributor
Posts: 5
Registered: ‎08-18-2013
My Device: Torch 9810
My Carrier: Koodo

Re: VIDEO CHAT: Unable to connect to server.

Internet is perfect.

Super Contributor
Posts: 349
Registered: ‎07-18-2013
My Device: Playbook

Re: VIDEO CHAT: Unable to connect to server.

And the other end, have they done the same?

 

What country is each end of the chat in?



Sarah.
Retired
Posts: 4,285
Registered: ‎07-26-2010
My Device: Q10/Q5/Z10/9930/9860/9310

Re: VIDEO CHAT: Unable to connect to server.

Hey sarahemilygray,

 

Sorry for the delay in replying.

 

Do you know if the other user changed their BlackBerry ID recently?  Also are you able to start a video chat with another contact and does the same issue happen?

 

I look forward to your reply.

 

Cheers.


-ViciousFerret


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


Be sure to click Like! for those who have helped you.

Click  Accept as Solution for posts that have solved your issue(s)!



New Contributor
Posts: 5
Registered: ‎08-18-2013
My Device: Torch 9810
My Carrier: Koodo

Re: VIDEO CHAT: Unable to connect to server.

He hasn't changed anything to his, and he can make calls to other contacts no problem.

 

I'm unable to have a chat with any of the contacts.

Retired
Posts: 4,285
Registered: ‎07-26-2010
My Device: Q10/Q5/Z10/9930/9860/9310

Re: VIDEO CHAT: Unable to connect to server.

Hey sarahemilygray,

Thanks again for the reply.

 

I would suggest creating a full backup of your data by using BlackBerry Desktop Software and then I would suggest performing a security wipe on the BlackBerry PlayBook.

 

Go into Settings>Security>Security Wipe.

 

Please note:  This will erase all data and applications off the BlackBerry PlayBook.  Follow the steps in this KB article to do the backup: www.blackberry.com/btsc/KB26134

 

Once the security wipe is completed then try to use Video chat prior to restoring any data.

 

Let me know if you have any more questions.

 

Cheers.


-ViciousFerret


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


Be sure to click Like! for those who have helped you.

Click  Accept as Solution for posts that have solved your issue(s)!



New Contributor
Posts: 5
Registered: ‎08-18-2013
My Device: Torch 9810
My Carrier: Koodo

Re: VIDEO CHAT: Unable to connect to server.

Already did that, still no luck.