Troubleshooting / Common Issues

• I can't connect to the Tixeo server

  If the Tixeo application displays an error message when connecting to the server, several causes are possible.

  Things to check:

  1. Make sure your internet connection is active and working.
  2. Verify that the server address entered is correct (contact your administrator if you are unsure).
  3. Check that your firewall or antivirus is not blocking Tixeo (see the dedicated topic).
  4. Make sure port 443 (HTTPS) is open outbound on your network.
  5. If you are in a corporate environment, check with your network team that the Tixeo servers is accessible from your workstation.
  6. Restart the Tixeo application and try again.

  If the problem persists:

  Contact Tixeo support and provide the exact error message displayed as well as your system information (accessible via Settings > About > Send system info).

• My microphone is not working in a meeting

  If your contacts cannot hear you or your microphone does not seem active in Tixeo, follow these steps.

  Checks within Tixeo:

  1. Check that your microphone is not muted (microphone icon in the meeting toolbar).
  2. Go to Settings > Audio and verify that the correct microphone is selected in the dropdown list.
  3. Click Test to check that Tixeo detects your microphone signal.
  4. Make sure the input level is sufficient (the volume bar should move when you speak).

  System checks:

  1. On Windows, go to Settings > Privacy > Microphone and ensure Tixeo is allowed to use the microphone.
  2. Check the Windows sound settings to ensure the correct recording device is set as the default.
  3. Unplug and reconnect your microphone or headset, then restart Tixeo.

  If the problem persists:

  Test with another microphone or headset. Contact Tixeo support if the issue remains.

• My camera is not working in Tixeo

  If your video does not appear in a meeting or if Tixeo does not detect your camera, follow these steps.

  Checks within Tixeo:

  1. Check that the video is not disabled: if the camera button is absent from the toolbar, the meeting organiser or host has removed your right to send your video stream. If it is present but crossed out, you have turned off your camera — click it to re-enable it.
  2. Go to Settings > Video and verify that the correct camera is selected in the dropdown list.
  3. Increase the resolution
  4. A camera preview should appear in the settings. If the image is black or missing, the camera is not recognised by the application.

  System checks:

  1. Make sure no other application (Teams, Zoom, Skype, etc.) is already using the camera simultaneously. Close those applications and restart Tixeo.
  2. On Windows, go to Settings > Privacy > Camera and ensure Tixeo is allowed to use the camera.
  3. Check that the camera drivers are up to date from the Device Manager.
  4. Unplug and reconnect your USB camera (if applicable), then restart Tixeo.

  If the problem persists:

  Test your camera in another application (e.g. the Windows Camera app) to confirm it works. Contact Tixeo support if it is correctly detected elsewhere but not in Tixeo.

• I can't hear other participants in a meeting

  If you cannot hear other participants in a Tixeo meeting, here is how to troubleshoot the issue.

  Checks within Tixeo:

  1. Go to Settings > Audio and verify that the correct audio output device (speakers or headset) is selected.
  2. Click Test to play a test sound and verify that you can hear it.
  3. Check that the output volume in Tixeo is not set to zero or at minimum.

  System checks:

  1. Check that the Systeme volume is not muted or at minimum (speaker icon in the taskbar).
  2. In the volume mixer, make sure Tixeo is not muted.
  3. Verify that your headset or speakers are properly connected and recognised by Windows as the default playback device.

  Another possible cause:

  Check that the other participants have not muted their microphone. If so, ask them to unmute it.

  If the problem persists:

  Restart Tixeo and rejoin the meeting. Contact Tixeo support if the issue remains.

• Video quality is poor or choppy

  Poor or choppy video in Tixeo is generally related to available bandwidth or computer resources.

  Network checks:

  1. Check your internet speed
  2. If possible, connect via Ethernet cable rather than Wi-Fi for a more stable connection.
  3. If using Wi-Fi, move closer to your router or check that the signal is strong.
  4. Avoid running downloads or updates simultaneously during a meeting.

  Checks within Tixeo:

  1. Go to Settings > Video and reduce the video quality (e.g. from “High” to “Medium” or “Standard”).
  2. If the connection is very limited, disable your camera during the meeting to free up bandwidth.

  System resources:

  Check that your computer is not overloaded (close unnecessary applications).

• I am not receiving the Tixeo meeting invitation email

  If you have not received a Tixeo meeting invitation email, here are the most common causes.

  Things to check:

  1. Check your Spam / Junk mail folder — automated emails are sometimes incorrectly filtered.
  2. Verify that the meeting organiser has entered your correct email address (typos are easy to make).
  3. Check with your IT department that emails from the Tixeo server are not being blocked by a corporate spam filter.

  If you have a Tixeo account:

  Log into the Tixeo application — the meeting may already be visible in your Meetings section even without receiving an email.

  For the meeting organiser:

  If you organised a meeting and participants are not receiving invitations contact your Tixeo administrator or Tixeo support.

• Tixeo won't install or won't launch

  If the Tixeo application refuses to install or fails to start on your computer, follow these steps.

  Tixeo won’t install:

  1. Make sure you have sufficient rights on your Windows workstation to install software.
  2. Ensure the installation file is not being blocked by your antivirus — temporarily disable it if necessary.
  3. Download the installation file again from the official source to make sure it is not corrupted.
  4. Check that your operating system is compatible with the version of Tixeo you are installing.

  Tixeo won’t launch:

  1. Try restarting your computer, then launch Tixeo again.
  2. Check that Tixeo is not already running in the background (check in Windows Task Manager).
  3. Uninstall Tixeo, restart your workstation, then reinstall the latest version.

  If the problem persists:

  Contact Tixeo support, specifying your Windows version, the Tixeo version concerned, and any error message displayed.

• My connection is unstable or I experience disconnections during a meeting

  Disconnections or an unstable connection during a Tixeo meeting are in the vast majority of cases related to network quality.

  Network checks:

  1. Run a speed test to measure your connection. Low or unstable bandwidth can cause interruptions.
  2. Check your Wi-Fi stability: prefer a wired connection (Ethernet cable) for important meetings.
  3. Avoid using Tixeo over a slow or overloaded VPN — if your company has specific network policies, contact your administrator.
  4. Check that no other device on your network is consuming a lot of bandwidth (downloads, video streaming, etc.).

  Checks within Tixeo:

  1. Reduce the video quality in Settings > Video to reduce the network load.
  2. Disable your camera if bandwidth is very limited.

  In a corporate environment:

  If disconnections occur systematically from the corporate network, report it to your IT department. Firewall rules or a misconfigured proxy can interfere with Tixeo connections.

• Tixeo is blocked by my firewall or antivirus

  An overly restrictive firewall or antivirus can prevent Tixeo from working properly. Here is how to identify and resolve this issue.

  Typical symptoms:

  • The application cannot connect to the server.
  • The meeting disconnects frequently.
  • Video or audio does not work even though the settings are correct.

  Tixeo network requirements:

  Tixeo uses the following ports, which must be open outbound on your network or firewall:

  • Port 443 (TCP) — main connection (HTTPS / Secure WebSocket)
  • Port 443 (TCP/UDP) — Channel for Secure Meetings

  What to do:

  1. Add Tixeo to the exclusions list of your personal antivirus or firewall. (*.tixeo.com)
  2. If you are in a corporate environment, ask your IT department to allow outbound connections to your Tixeo server on the required ports.
  3. Temporarily disable the personal firewall to confirm it is causing the issue — re-enable it immediately after the test.

  Security note:

  Tixeo guarantees end-to-end encryption certified by ANSSI.
  You must disable SSL/TLS inspection—this inspection causes certificate errors and, consequently, malfunctions.

• I'm getting an "Invalid Certificate" or "Untrusted Certificate" error

  A certificate error message when connecting to a Tixeo server indicates a trust issue between your workstation and the server.

  Common causes:

  • A corporate SSL proxy is intercepting connections and presenting its own certificate instead of Tixeo’s.
  • Your computer’s date and time are incorrect, which invalidates the certificate verification.

  Things to check:

  1. Verify that your computer’s date and time are correct and synchronised (Windows Settings > Time & Language).
  2. If you are in a corporate environment, report the error to your IT department — SSL/TLS inspection by a proxy may be the cause.
  3. If the Tixeo server is hosted by your company (on-premise), check with the administrator that the server SSL certificate is valid and up to date.

  Important note:

  Never manually bypass a certificate warning without identifying the exact cause. Doing so could compromise the security of your communications.

• I can hear an echo of my voice during the meeting

  Hearing an echo of your own voice during a Tixeo meeting is almost always caused by another participant’s audio hardware, not yours.

  Understanding the issue:

  Echo occurs when a participant uses speakers (rather than a headset). The sound of your voice comes out of their speakers, is picked up by their microphone, and is then sent back to you.

  Solutions:

  1. Ask participants to use a headset rather than speakers or to mute their microphone.
  2. If speakers are necessary, ask participants to lower the volume of their speakers.

  Identifying the source participant:

  In the participants list, observe the audio indicators. The participant whose microphone is picking up the echo is usually the one whose audio level fluctuates at the same time as you speak.

• I can't share my screen in Tixeo

  If screen sharing is not working or if other participants cannot see your presentation, here is how to resolve the issue.

  Checks within Tixeo:

  1. Make sure you are the organiser of the meeting — screen sharing rights may be restricted to certain roles depending on the server configuration.
  2. If the share button is greyed out, contact the meeting organiser to obtain the necessary rights.
  3. When sharing, correctly select the source to share: a full screen, a specific window, or a tab.

  System checks (Windows):

  1. On Windows 10 and 11, Tixeo must have permission to capture the screen. Go to Settings > Privacy > Screen capture and verify that Tixeo is authorised.
  2. If you use multiple monitors, make sure you are sharing the correct screen.
  3. Some protected content may appear black during sharing — this is normal system protection.

  Performance:

  Screen sharing consumes bandwidth. If your connection is slow, reduce the size of the window you want to share.

  📌 Browser connection (WebRTC) — camera and screen sharing cannot work at the same time

  When joining a meeting from a web browser, only one video source can be sent at a time. If you enable screen sharing, **your camera is automatically disabled**: this is expected behaviour, due to the constraints of WebRTC browser connections.
  To broadcast both your camera and your screen simultaneously, use the **Tixeo application** (Windows, macOS or Linux).

• I can't create a Workspace in Tixeo

  If the Workspace creation button is missing, greyed out, or you receive an error message, this is related to your permissions on the Tixeo server.

  Main cause: you are not an Organiser

  Creating Workspaces is reserved for users with the Organiser role on the Tixeo server. If you are only a Participant, you cannot create a Workspace.

  What to do:

  1. Check your role with your Tixeo profile manager or the person managing subscriptions on cloud.tixeo.com.
  2. If you need to create Workspaces, ask your Tixeo profile manager to assign you the Organiser role on the relevant profile.
  3. Once the role has been granted, log out and log back into Tixeo for the permissions to take effect.

  An Organiser can create Workspaces, schedule meetings, and manage participants. The Participant role is limited to joining meetings and Workspaces they have been invited to.

• What are the network requirements for using Tixeo?

  For Tixeo to work correctly, the application must be able to establish outbound connections to the Tixeo infrastructure. The following information should be shared with your IT department.

  Addresses and ports to allow outbound

  The following flows must be allowed as outbound connections from user workstations:

  FQDN	IP Address	Protocols	Port
  cloud.tixeo.com	51.255.221.27	TCP	443
  tcs.tixeo.com	5.196.100.245	TCP / UDP	443
  tcs2.tixeo.com	91.134.172.187	TCP / UDP	443
  tcs3.tixeo.com	51.255.98.221	TCP / UDP	443
  tcs4.tixeo.com	51.255.98.220	TCP / UDP	443
  tcs5.tixeo.com	5.39.42.162	TCP / UDP	443
  tcs6.tixeo.com	5.39.42.163	TCP / UDP	443
  tcs7.tixeo.com	5.39.42.164	TCP / UDP	443
  tcs8.tixeo.com	5.39.42.177	TCP / UDP	443
  tcs9.tixeo.com	5.39.42.167	TCP / UDP	443
  tcs10.tixeo.com	5.39.42.178	TCP / UDP	443

  Note: cloud.tixeo.com is the management server (TMMS). The tcs*.tixeo.com servers are the communication servers (secure meeting flows).

  Proxy

  Tixeo does not recommend using a proxy for communication flows (tcs*.tixeo.com).

  The configurations tested in our quality assurance campaign, for the TMMS connection only (e.g. only cloud.tixeo.com), are as follows:

  • Advanced basic authentication
  • No authentication
  • With a Proxy-PAC file

  ⚠️ The KERBEROS protocol is not officially supported.

  VPN

  Tixeo does not recommend routing Tixeo flows through a VPN. Tixeo has its own built-in encryption layers, and adding a VPN can have a negative impact on real-time flows: increased latency, packet loss, or disconnections during encryption/decryption phases.

  TLS Inspection (SSL Inspection)

  TLS inspection must be disabled for Tixeo flows. Tixeo is sensitive to any alteration of the certificate chain: any inspection or modification of the certificate may cause connection errors or malfunctions.

  Additional resource

  A network diagnostics guide is available to help identify connectivity issues: Tixeo Network Diagnostics Guide

• Which operating systems are compatible with Tixeo?

  Tixeo supports an operating system for as long as its publisher provides official security support. Once a system reaches end of life, it is removed from the compatibility list.

  Android

  Architecture	Compatible
  64-bit	✅ Yes
  32-bit	❌ No

  iOS / iPadOS

  Version	Compatible	Note
  iOS 26	✅ Yes	Subject to Apple support
  iOS 18	✅ Yes	Subject to Apple support
  iOS 17	❌ No	Apple end of support: 19/11/2024
  iOS 16	❌ No	Apple end of support: 18/09/2023
  iOS 15	❌ No	Apple end of support: 12/09/2022

  macOS

  Version	Compatible	Note
  macOS 26 (Tahoe)	✅ Yes	Subject to Apple support
  macOS 15 (Sequoia)	✅ Yes	Subject to Apple support
  macOS 14 (Sonoma)	✅ Yes	Subject to Apple support
  macOS 13 (Ventura)	❌ No	Apple end of support: 15/09/2025
  macOS 12 (Monterey)	❌ No	Apple end of support: 22/11/2024
  macOS 11 (Big Sur)	❌ No	Apple end of support: 26/09/2023

  Linux

  Distribution	Compatible	Note
  Debian 12	✅ Yes	Publisher end of support: 10/06/2026
  Debian 11	✅ Yes	Publisher end of support: 31/08/2026
  Debian 10	❌ No	Publisher end of support: 30/05/2024
  RHEL 9	✅ Yes	Publisher end of support: 31/05/2032
  RHEL 8	✅ Yes	Publisher end of support: 31/05/2029
  RHEL 7	❌ No	Publisher end of support: 30/06/2024

  Windows

  Version	Compatible	Note
  Windows 11	✅ Yes	Subject to Microsoft support
  Windows 10 (22H2)	❌ No	Microsoft end of support: 14/10/2025

  ℹ️ General note: This list is updated as publisher announcements are made. If your operating system is reaching end of life, we recommend upgrading to ensure the security and proper functioning of Tixeo.