How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Jins M. N. Your Own Question

Jins M. N.
Jins M. N., Computer Hardware Engineer
Category: Mac
Satisfied Customers: 1881
Experience:  Mac Expert, 7+ years of experience in installation and trouble shooting of mac osx and apps
Type Your Mac Question Here...
Jins M. N. is online now
A new question is answered every 9 seconds

I have a MacBookPro 2.7 GHz Intel Core i& running OS10.8.3. Wen

Customer Question

I have a MacBookPro 2.7 GHz Intel Core i& running OS10.8.3.

Wen I was visiting family in the US, Skype worked beautifully (over wifi). Now, back in Australia at my home office with a Telstra cable modem, the calls are noisy, interrupted with pauses and just generally awful. The same is true using Skype on my iPhone.

I need Skype because for work I have to contact people all over the world. But, here at my home office in AU, it has never worked well.

I saw on Whirlpool.net that the problem could be modem settings, but I have no clue how to change those. Could you help?
Submitted: 1 year ago.
Category: Mac
Expert:  Jins M. N. replied 1 year ago.
Hi, Thanks a lot for posting your query here. I am Jins here to assist you. Please click here and open Speedtest web page. Click on the Begin Test button.

Give me the result it gives (Ping, Download Speed, Upload speed).

Regards
Jins
Customer: replied 1 year ago.

Thanks!


 


Ping 28ms


Upload .84 Mb/S


Download10.87 MB/S


 


I hope that helps.


 


dave

Expert:  Jins M. N. replied 1 year ago.
Great, It seems you have good connection speed. But, if your friend to whom you are speaking do not have a good speed connection you may face with calling problems.

Please check the following:
  1. In the Contact list, select the contact you wish to call.
  2. In the call window, click the Check settings button.

  3. In the Connection tab, click Test Now.

  4. Skype will test the internet connection between you and your contact and display the results.

Audio calls should be possible with most internet connections. Video calls use a lot more bandwidth, so if you are having issues with the quality of your video calls, I recommend:

  • Closing other applications that use the internet, especially those playing music or video.
  • Cancelling any file transfers in progress.

Ask your friend to do the same test from his side

 

Let me know the result.

 

Regards

Jins

 

Customer: replied 1 year ago.

Thanks, XXXXX XXXXX makes sense, except I can't find the Check Settings button. Here's are two screenshots:


 


http://wikisend.com/download/491082/Screenshot_6_Jun_13_9_46_AM-2.png


 


http://wikisend.com/download/408544/Screenshot_6_Jun_13_9_50_AM-2.png


 


Also, I'm making only audio calls. And, I was able to call all these people fine when I wasn't at this location. I tend to think that means the problem is in this location, not within the laptop or the other's people's locations.


 


Thanks for your help. I'd love to get to the bottom of this.


 


dave

Expert:  Jins M. N. replied 1 year ago.
But, your connection have good speed and so I think the location is not a problem. Some settings may the issue. So please delete the pref files and check the result.

Delete the file Macintosh HD: Library/Preferences/com.skype.skype.plist

Delete the file User/Library/Preferences/com.skype.skype.plist

Delete the folder User/Library/Application Support/Skype (Please note that this action will delete your chat history but it is the most important step in solving various issues)

Also, please make sure you installedd all the available updates from Mac OS X Software Update (especially Quicktime).

Regards
Jins

===========================================================================================================

Please remember these things when we deal with your issue. It may take more than one step/answer to solve a problem. So If my answers don’t work or if you are not satisfied, please don’t Rate my answer as Bad or Poor Service, but please Reply back to me by clicking the “Continue Conversation” or “Reply” button and I will gladly continue to help. Remember, only Rate answer after you are 100% Satisfied. Please do not rate an answer, if you are not satisfied.


Customer: replied 1 year ago.

OK, thanks for this suggestion. I deleted every Skype file and in fact deleted and reinstalled the application itself, in case that could help.


 


The same problem persists, however.


 


Now, how about fixing some router settings? Could that help?

Expert:  Jins M. N. replied 1 year ago.

Hello Sir, actually that speedtest shows you have enough connection speed. If skype on your iphone also facing this issue, there is something with the connection. I think, there may be some internal firewall settings on your modem that prevents audio calls. It will vary according to the modem model. So please contact Telstra and discuss the issue with them. I hope they will help you to open or forward some ports for smooth skype calls.

 

Please try Deleting the shared.xml file also:

 

Quit Skype.
Go to the folder ~/Library/Application Support/Skype/*.
Delete the file shared.xml.

When you start Skype, the shared.xml file will be recreated.

Note: The ~ sign means your home folder. To find your respective folder:

1. Open Finder and click Go > Go To Folder…
2. Type ~/Library into the pop-up window that appears and click Go.


Regards
Jins

Customer: replied 1 year ago.

OK. Thanks for trying.


 

Expert:  Jins M. N. replied 1 year ago.
Okay Sir, please let me know what solutions telstra suggesting. I like to recommend you installing an old version of skype.

First click here and download AppCleaner. Then launch appcleaner and uninstall skype with it. Then click here to download old version of skype (5.8). Install that skype and give a try with it.

Regards
Jins
Customer: replied 1 year ago.

Hi there. Telstra suggested restarting the modem. It hasn't helped. Strangely, I can make a call on Skype on my mobile via the cellular network and it's good, while on wifi it doesn't work.

Customer: replied 1 year ago.

PS: If we've done all we can, just let me know and I'll give you your rating so you can be paid.


 

Expert:  Jins M. N. replied 1 year ago.
Did you installed the old version ? Can you make a wired connection from mac to your modem for the internet ? Is skype working correctly with wired connection ? If problem still persists with the wired connection also, contact telstra and ask them how to disable the firewall on your particular model of modem. Disable it and check again. Let me know the exact model details of your cable modem and I can try to find a manual for you which shows how to disable firewall.

Regards
Jins
Customer: replied 1 year ago.

OK. I'll try these things.


Thanks!


dave

Expert:  Jins M. N. replied 1 year ago.
Okay, take your own time and let me know the result.

Regards
Jins

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
< Last | Next >
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
 
 
 

Meet The Experts:

 
 
 
  • Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
< Last | Next >
  • http://ww2.justanswer.com/uploads/macthelife/2009-10-20_1899_mikesebaharsquare64.jpg Mike's Avatar

    Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
  • http://ww2.justanswer.com/uploads/AS/ashiknasameen/2012-5-15_141836_final2.64x64.jpg Ashik's Avatar

    Ashik

    Mac Helper

    Satisfied Customers:

    5282
    7+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
  • http://ww2.justanswer.com/uploads/DP/dpean/2012-6-6_172828_avatorme1.64x64.JPG Daniel's Avatar

    Daniel

    Mac Genius

    Satisfied Customers:

    4670
    Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
  • http://ww2.justanswer.com/uploads/VI/vinodvmenon2005/1.64x64.jpg Vinod Menon's Avatar

    Vinod Menon

    Support Specialist

    Satisfied Customers:

    2068
    worked as a Tech support Associate for Apple products
  • http://ww2.justanswer.com/uploads/BE/beboo/2011-1-14_201648_n5063313142021801763.64x64.jpg Brandon M.'s Avatar

    Brandon M.

    Mac Support Specialist

    Satisfied Customers:

    1501
    10+ Years Mac Support as contractor and currently an IT Manager for law firm
  • http://ww2.justanswer.com/uploads/MA/MacDruid/IMG_0232.64x64.JPG John T. F.'s Avatar

    John T. F.

    Mac Druid

    Satisfied Customers:

    1408
    20+ years in the computer/Mac industry
  • http://ww2.justanswer.com/uploads/MA/MacHelpdesk/1d2d506.64x64.jpg David's Avatar

    David

    Mac Support Specialist

    Satisfied Customers:

    1236
    BSc, H.Dip, Apple Certified