Troubleshooting Pulse Collaboration

If you or your end users encounter problems with Pulse Collaboration and the admin console pages described above do not help you solve the problem, we recommend that you following the guidelines below.

Troubleshooting methods include:

• Uninstall the Pulse Collaboration client from your system—If you are having a problem launching Pulse Collaboration, click the Joining a Meeting: Troubleshooting link on the Join Meeting page, and then click Uninstall. Click Return to Join Meeting and try to launch the meeting again. The next time you try to join a meeting, Pulse Collaboration updates your client with the latest version. For information about where Pulse Collaboration installs files and which files it leaves behind after uninstallation, see the Client-side Changes Guide on the Pulse Secure Customer Support Center.
• Check your system’s compatibility—You might encounter problems joining or presenting at a meeting if your system configuration is not compatible with Pulse Collaboration. To determine if your system is compatible, navigate to the meeting sign-in page at any time or accept the meeting invitation e-mail and click Check Meeting Compatibility. Pulse Collaboration determines your compatibility level to achieve full compatibility if required. Note, however, that the Pulse Collaboration compatibility checker does not check all factors that can affect your meeting experience.

For a comprehensive list of about the operating systems and browsers that are supported, as well as system requirements such as CPU, memory, monitor resolutions, and screen depths, see the Supported Platforms Document posted on the Pulse Secure Global Support Center (PSGSC) Center.

• Determine if you are using unsupported functionality—Pulse Collaboration does not support the sharing of streaming media applications. Pulse Collaboration also does not support graphic intensive applications that dynamically change the screen resolution or screen depth.
• Install a production-level certificate on your system—We recommend that you install a production-level certificate on the Pulse Collaboration server when using Pulse Collaboration in conjunction with an SSL certificate. If you install a self-signed SSL certificate, Pulse Collaboration users might encounter difficulties signing in to meetings. If you choose to use a self-signed certificate, instruct meeting attendees to install the certificate before joining the meeting. (Through Internet Explorer, users should click View Certificate and then Install Certificate when they see the error message.)
• Refer to the Pulse Collaboration Error Messages PDF—The Pulse Collaboration Error Messages PDF on the Pulse Secure Global Support Center (PSGSC) Center lists errors that you might encounter when configuring or using Pulse Collaboration and explains how to handle them.
• Contact Pulse Secure Support—If you encounter an error and cannot solve it using the solutions described above, send a clear description of the problem to Pulse Secure Support with detailed steps explaining how to reproduce the problem, the error message text, your system operating system and build number, and your system administrator log files, installation log files, and client-side log files.