General Troubleshooting

Having issues? Check here for some helpful tips.

Written by Chris Deardorff
Updated over a week ago

Registration Issues

You’ve registered, but you can’t log in for it. Make sure you’re using the same email and password that you registered with to login into the video session.

Video Issues

You’re experiencing issues with the video quality such as a frozen video, the audio and video being out of sync, or any other video-related issues.

The following steps solve most issues with your video:

  • Reload your browser.

  • Try using an Incognito window, or Private mode.

  • Quit and reopen your browser. (On a Mac, hold Command (or Cmd) ⌘ + Q for a few seconds to quit Chrome.)

  • Make sure other apps aren't using your camera/mic. (For example, another video or conferencing product.)

If those steps don't work:

  • Try another browser (we suggest Chrome).

  • Reboot your computer.

These steps also can help:

  • Close down background apps that might be using the Internet, like Dropbox

  • Try another computer or mobile device.

  • Try a different network.

Still experiencing video problems?

Are you using an ad blocker, or do you have any browser extensions installed?

These might block access to your camera. Try opening an Incognito window.

Can others not hear you?

Your browser may not be set to the correct mic settings. Click the down arrow next to the microphone icon to view all microphone sources and select the correct one.

Can you not hear others?

Check that your audio is routed to the correct speaker or headphones. Click the down arrow next to the microphone icon to view all speaker outputs and select the correct one.

Are you using Windows?

Check for system updates.

Are you using a VPN?

Try disabling it if you can, and if not contact your IT department.

Do you need to unblock your camera?

To unblock your camera/mic in Chrome, follow these steps:

In Chrome:

  • Click the padlock icon to the left of the URL in your browser

  • Check the individual settings and make sure they all read "Allow"

In other browsers:

  • Type ⌘ + "," on a Mac, or navigate to the three dots at the top right of your browser to open up the settings menu

  • Navigate to Privacy and settings

  • Navigate to Permissions and click on the camera icon

  • Make sure the Ask before accessing toggle is toggled to the right

  • Refresh your browser

Do you need to check for Windows updates?

This Lifewire article is helpful.

Lastly, if you are still having issues after trying the above solutions, please contact:

Did this answer your question?