Most common problems with video calls can be solved in a couple of steps. For the best video experience, we highly recommend you do the following before an event:
Test your camera and mic
Use an updated browser, preferably Chrome
Check that your browser has access to your camera and/or mic
Connect to a stable network, preferably through an Ethernet cable, especially if you are using an older device
Use headphones or a headset to prevent background noise and audio feedback
You can run a test at https://test.webrtc.org to diagnose any problems before you get started.
Solving issues
The following steps solve most issues with video meetings:
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 Internet, like Dropbox
Try another computer or mobile device.
Try a different network.
Still experiencing 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.
Can you not hear others?
Check that your audio is routed to the correct speaker or headphones.
Are you using Windows?
Check for system updates.
Experiencing packet loss?
Packet loss is different from your speed test or download speed. Packet loss reflects UDP data, which is the data transmitted when you stream live media. When streaming live media, network issues often relate to an OS-level root cause. That's why, if you're having issues, rebooting often is a smart thing to try.
Video calls need a good connection. Because a video call streams live media, just having a fast internet connection is not enough. It's not unusual for a caller to have a great network, but experience packet loss on a call. Network congestion, firewall barriers, and/or old or affected hardware (like a router that needs rebooting) can play a role.
If you think you're experiencing packet loss, during your event try:
Rebooting your computer
Moving closer to your WiFi router
Connecting via Ethernet, or switching to a 5G network if possible
Limiting background tasks and close any applications that use up internet resources, like Dropbox
While it's not ideal, try switching off the camera
Are you using a VPN?
Turn it off or contact your IT department.
Do you need to unblock your camera?
To unblock your camera/mic in Chrome, follow these steps:
Type
⌘+,on a Mac, or navigate to the three dots at the top right of your browser to open up the settings menu on WindowsNavigate 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.