[sip-comm-dev] Some notes and a short usability report for SC


#1

All,

today I'll give some feedback about experiences that the
legendary "Joe the plumber" gets wie SIP Communicator.

Well, Joe has a nice Laptop that uses Windows XP Professional
and he likes to install the great SIP Communicator to reduce
his communications costs and stay in contact with others. Thus
he downloaded the latest Windows build from SC's download
page, stores the file, performs a double click on the file.

Voila, the installation starts. After clicking to continue,
several times, accepted the license, then seeing a strange
message from a thing called "Firewall" that asks him if he
likes to open the firewall for J2SE - Joe agrees to do so.

Installation succeeds - that was easy. Joe starts SC and SC
greets Joe with a nice screen that presents some ways to
register. Because Joe is a forward looking man he already
created a SIP account at iptel.org :wink: . He enters his account
name and password, clicks Next and ------ SC reports an
error telling Joe that the regsitration to iptel.org failed.
Just this - not more, no detailed reason, no hint where to
look further (for example to check a log file or such).

Joe is unhappy :frowning: .

Dear all, this is a real story that happened to my neighbour
when he tried to install SC on XP (and Windows 7) on systems
that never had SC before. He called me and we checked several
things:

- disable firewall and retried, no success, he uses a standard
  DSL connection via a router, thus NAT is active, but this
  should not be a problem with iptel.org?

- no logfile was available (log directory was not created)
  because the Desktop link points to "run.exe" and not to
  "run.bat" - the latter one creates the log directory

- started via "run.bat", now we have a log directory, but no
  log file - there is no button or GUI element to enable
  logging (only packet logging - but that didn't output anything)

- the error message does not give any details why/what failed,
  network problem? wrong name passowrd? just plain "does not work"

- Side info:
  Sound was set to Javasound, no other sound system was offered -
  I thought we have portaudio as well also on windows?
  Video: no camera offered but there was a USB camera plugged in
  and for example VLC can work with it.

Due to time contraints I couldn't enable logging (didn't even
check if log4j.properties file is available and editable) to get
more info.

This shows me that we need to do someting on the usability and
"ease of use" before we implement new features, new fancy stuff,
new protocols, etc etc. IMHO we need to really concentrate to
make SC usable by "Joe the plumber":

- easy installation (mainly solved, but check if installation sets
  environment correctly)
- a procedure that performs some "take the user by the hand" for the
  first steps until registration is done and successful, reporting if
  problems show up and to give hints how to solve them
- can we do something like this: enable logging and have a simple log
  viewer or a hint how to check the logs

Any other ideas ?

Best regards,
Werner

···

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#2

Hey Werner,

На 17.01.11 18:17, Werner Dittmann написа:

He enters his account
name and password, clicks Next and ------ SC reports an
error telling Joe that the regsitration to iptel.org failed.
Just this - not more, no detailed reason, no hint where to
look further (for example to check a log file or such).

Yup, we could indeed be doing better in error reporting.

Do you know what the error message was saying exactly? We'll try to
improve it after we track down the issue.

- disable firewall and retried, no success, he uses a standard
  DSL connection via a router, thus NAT is active, but this
  should not be a problem with iptel.org?

No, it shouldn't be.

- no logfile was available (log directory was not created)
  because the Desktop link points to "run.exe" and not to
  "run.bat" - the latter one creates the log directory

It should also get created with run.exe. The issue must have been
elsewhere.

- started via "run.bat", now we have a log directory, but no
  log file - there is no button or GUI element to enable
  logging (only packet logging - but that didn't output anything)

There's no need to explicitly enable logging. We may soon add a button
that would allow to easily locate and zip the content of the log dir though.

- the error message does not give any details why/what failed,
  network problem? wrong name passowrd? just plain "does not work"

A problem indeed. We do state it when the problem is password related
though so there must have been something else.

- Side info:
  Sound was set to Javasound, no other sound system was offered -
  I thought we have portaudio as well also on windows?

We do.

  Video: no camera offered but there was a USB camera plugged in
  and for example VLC can work with it.

Both of the above indicate that there was a problem with native
dependencies. This could also explain the iptel.org problem as we rely
on native code for local address selection.

One possible explanation here could be that your neighbour accidentally
downloaded a 64bit version of our installer and tried to run it on a
32bit operating system. Could this be the case? If so, then we are
already working on it. When done, it would be impossible to run the 64
bit installer on 32 bit platforms.

Cheers,
Emil

···

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#3

on a related note:

o Werner Dittmann on 01/17/2011 06:17 PM:

register. Because Joe is a forward looking man he already
created a SIP account at iptel.org :wink: . He enters his account
name and password, clicks Next and ------ SC reports an
error telling Joe that the regsitration to iptel.org failed.

If I select
  Network: iptel.org
and then enter
  SIP id: sip:sayer@iptel.org
  Password: *******
apparently sip-communicator tries to use "sip:sayer" as username...that could definitely be made more user friendly.

Stefan


#4

Emil, all,

thanks for the fast response. Indeed, it seems to be a
64-bit/32-bit problem. I asked and he told me the name
of the download and this name indicates that it is a x_64
version.

Then I checked the download page - and I couldn't find a
32-bit version there, only 64-bit (x_64) versions. Are
the 32-bit versions located at another page (to check the
download page I use FF from my 64-bit linux).

Regards,
Werner

···

Am 18.01.2011 01:56, schrieb Emil Ivov:

Hey Werner,

На 17.01.11 18:17, Werner Dittmann написа:

  Video: no camera offered but there was a USB camera plugged in
  and for example VLC can work with it.

Both of the above indicate that there was a problem with native
dependencies. This could also explain the iptel.org problem as we rely
on native code for local address selection.

One possible explanation here could be that your neighbour accidentally
downloaded a 64bit version of our installer and tried to run it on a
32bit operating system. Could this be the case? If so, then we are
already working on it. When done, it would be impossible to run the 64
bit installer on 32 bit platforms.


#5

Hey Stefan,

На 25.01.11 21:58, Stefan Sayer написа:

on a related note:

o Werner Dittmann on 01/17/2011 06:17 PM:

register. Because Joe is a forward looking man he already
created a SIP account at iptel.org :wink: . He enters his account
name and password, clicks Next and ------ SC reports an
error telling Joe that the regsitration to iptel.org failed.

If I select
  Network: iptel.org
and then enter
  SIP id: sip:sayer@iptel.org
  Password: *******
apparently sip-communicator tries to use "sip:sayer" as
username...that could definitely be made more user friendly.

Noted. We've added this to our todo list ... although I don't expect
many users to enter "sip:user@server.com" as their user name so that's
not who we are being friendly with by fixing it :wink:

Cheers,
Emil


#6

Hey Werner,

На 18.01.11 16:41, Werner Dittmann написа:

Emil, all,

thanks for the fast response. Indeed, it seems to be a
64-bit/32-bit problem. I asked and he told me the name
of the download and this name indicates that it is a x_64
version.

Then I checked the download page - and I couldn't find a
32-bit version there, only 64-bit (x_64) versions. Are
the 32-bit versions located at another page (to check the
download page I use FF from my 64-bit linux).

Same page as 64 bit ones only they end with _x86 ... you know ... 86
like 32 :wink:

Emil

···

Regards,
Werner

Am 18.01.2011 01:56, schrieb Emil Ivov:

Hey Werner,

На 17.01.11 18:17, Werner Dittmann написа:

  Video: no camera offered but there was a USB camera plugged in
  and for example VLC can work with it.

Both of the above indicate that there was a problem with native
dependencies. This could also explain the iptel.org problem as we rely
on native code for local address selection.

One possible explanation here could be that your neighbour accidentally
downloaded a 64bit version of our installer and tried to run it on a
32bit operating system. Could this be the case? If so, then we are
already working on it. When done, it would be impossible to run the 64
bit installer on 32 bit platforms.

--
Emil Ivov, Ph.D. 67000 Strasbourg,
Project Lead France
SIP Communicator
emcho@sip-communicator.org PHONE: +33.1.77.62.43.30
http://sip-communicator.org FAX: +33.1.77.62.47.31

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#7

Hi Emil,

o Emil Ivov on 01/28/2011 02:36 PM:

Hey Stefan,

На 25.01.11 21:58, Stefan Sayer написа:

on a related note:

o Werner Dittmann on 01/17/2011 06:17 PM:

register. Because Joe is a forward looking man he already
created a SIP account at iptel.org :wink: . He enters his account
name and password, clicks Next and ------ SC reports an
error telling Joe that the regsitration to iptel.org failed.

If I select
  Network: iptel.org
and then enter
  SIP id: sip:sayer@iptel.org
  Password: *******
apparently sip-communicator tries to use "sip:sayer" as username...that could definitely be made more user friendly.

Noted. We've added this to our todo list ... although I don't expect

thanks!

many users to enter "sip:user@server.com" as their user name so that's
not who we are being friendly with by fixing it :wink:

well, I'd agree if it would say 'SIP user' or 'SIP username', but 'SIP id' can be kind of misleading.

Stefan


#8

Probably I need new glasses :slight_smile:

The size difference is big, though.

Regards,
Werner

···

Am 18.01.2011 16:45, schrieb Emil Ivov:

Hey Werner,

На 18.01.11 16:41, Werner Dittmann написа:

Emil, all,

thanks for the fast response. Indeed, it seems to be a
64-bit/32-bit problem. I asked and he told me the name
of the download and this name indicates that it is a x_64
version.

Then I checked the download page - and I couldn't find a
32-bit version there, only 64-bit (x_64) versions. Are
the 32-bit versions located at another page (to check the
download page I use FF from my 64-bit linux).

Same page as 64 bit ones only they end with _x86 ... you know ... 86
like 32 :wink:

Emil

Regards,
Werner

Am 18.01.2011 01:56, schrieb Emil Ivov:

Hey Werner,

На 17.01.11 18:17, Werner Dittmann написа:

  Video: no camera offered but there was a USB camera plugged in
  and for example VLC can work with it.

Both of the above indicate that there was a problem with native
dependencies. This could also explain the iptel.org problem as we rely
on native code for local address selection.

One possible explanation here could be that your neighbour accidentally
downloaded a 64bit version of our installer and tried to run it on a
32bit operating system. Could this be the case? If so, then we are
already working on it. When done, it would be impossible to run the 64
bit installer on 32 bit platforms.

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#9

Hey Stefan,

На 28.01.11 17:05, Stefan Sayer написа:

o Werner Dittmann on 01/17/2011 06:17 PM:

register. Because Joe is a forward looking man he already
created a SIP account at iptel.org :wink: . He enters his account
name and password, clicks Next and ------ SC reports an
error telling Joe that the regsitration to iptel.org failed.

If I select
  Network: iptel.org
and then enter
  SIP id: sip:sayer@iptel.org
  Password: *******
apparently sip-communicator tries to use "sip:sayer" as
username...that could definitely be made more user friendly.

Noted. We've added this to our todo list ... although I don't expect

thanks!

Should be ok with build 3283.

Let me know if you are still having issues.

Cheers,
Emil