Below are 5 quick steps that solve most issues. First, try the Google browser test. It can help figure out if your browser needs to be refreshed.
✅ Run the Google test
The video call works in your browser — so it depends on your browser working smoothly. If you have time:
⛑ Click this Google browser test, https://test.webrtc.org
- Google's test is for your browser in general. (It's not specific to our video calls.)
- Click the test link. Click the start button. See if it finds problems.
- Try the below 5 steps. Contact us for help.
✳️ These fix most issues (and see more below):
- Reload your browser. And use Chrome.
- Try Incognito or Private mode.
Especially if you have browser extensions, like ad blockers. They can block your camera and microphone.
- Quit your browser. Don't just close. QUIT and reopen.
- Try another browser. (Chrome, Safari or Firefox)
- Reboot. Most people don't have to do this. But it can be a fast fix if you don't want to spend time troubleshooting.
🗣 Quick Audio
Audio issues — others can't hear you? Or vice versa?
👂 Using an external cam/mic? Make sure it's selected in your Settings
Click More > Cam/mac settings > Set your cam/mic as the Default
🔇 Laggy video or audio? Mute cameras. Use Shh mode.
🎧 Use earbuds! It helps with echo.
More on the browser test and packet loss
👉 Your browser and operating system might not be talking to each other. Reloading, or rebooting, can clear out stalled network settings, for example.
🔎 Incognito doesn't load your browser extensions. So try Incognito, to clarify if an extension is blocking the video call from loading.
🏃🏽♂️ Even great networks can have packet loss. And it's packet loss that's important to live media streaming. Take a network test. Read this hep page for more.
We're glad to help! Chat or email with us.