Troubleshooting Calls

Troubleshooting Checklist

If you're running into issues, any of the following could be the reasons why. We've attempted to order these by frequency, with the most common issues at the top of each list.

Someone's screen is frozen

• Bandwidth (the video data coming through is choppy)

I'm in the call multiple times

• Bandwidth

• You've joined from multiple devices, browsers, or tabs

I'm in the call alone

• You have the wrong link

• Your other attendees may not have shown up yet. Sometimes emergencies pop up! Give it 3-5 minutes past the start time. Then get help.

My video isn't working

the other caller can't see you

• Bandwidth (the platform solved this by turning off video)

• You're using a browser other than Chrome or Firefox

• Video is off in the platform

• The platform can't access your camera because it doesn't have permission

  • You denied access

  • Your administrator blocked access

• Video is turned off on your computer in your video settings

  • You disabled video

  • Your administrator disabled video

• You are on the miniature version of the site meant for mobile, which doesn't support all features

• Your browser is out of date and needs to be updated to fix bugs or add features

• The platform can't access your camera because a different app is using it

• The camera hardware is disabled on your computer in your computer's hardware device settings

  • You disabled the camera

  • Your administrator disabled the camera

• You've blocked your camera with a piece of tape

• Your camera is defective

• Your computer doesn't have a camera

My mic isn't working

the other caller can't hear you

• Bandwidth (the audio data coming through is choppy, usually accompanied by video issues)

• Your voice is muted

• Browser settings

  • The platform can't access your mic through the browser because it doesn't have permission

    • You denied access

    • Your administrator blocked access

  • The platform has permission to access your mic, but the wrong audio input device is selected

  • The audio input volume for your browser application is muted or too low

• Sound settings on your computer

  • Your audio is on the wrong input

  • Your audio input volume is turned down

  • Audio input is turned off on your computer

    • You disabled audio input

    • Your administrator disabled audio input

• You are on a miniature version of the site meant for mobile, which doesn't support all features

• The platform can't access your mic because a different app is using it

• Hardware device settings on your computer

  • Your mic is disabled on your computer

    • You disabled the mic

    • Your administrator disabled the mic

• Your mic is defective

• Your computer doesn't have a mic

My sound isn't working

you can't hear the other caller

• Your computer volume is muted or too low

• The other caller's mic isn't working; the other caller should try to troubleshoot the issues in Your mic isn't working

• Sound settings

  • Your audio is on the wrong output

  • Your audio output volume is turned down

  • Audio output is turned off on your computer

    • You disabled audio output

    • Your administrator disabled audio output

  • The application volume set for your browser application is muted or too low

• Hardware device settings

  • Your speakers are disabled on your computer

    • You disabled your speakers

    • Your administrator disabled your speakers

• You are on miniature version of the site meant for mobile, which doesn't support all features

• Your speakers are defective

• Your computer doesn't have speakers

My video, audio, and sound aren't working

the other caller can't see or hear you and you can't hear see or hear them*

• You have the wrong link

• You are on a miniature version of the site meant for mobile, which doesn't support all features

App-Specific and Other Resources

• Jitsi: n/a

• YouTube Live: https://support.google.com/youtube/topic/6104880?hl=en&ref_topic=2853712

• Hangouts

  • https://support.google.com/hangouts/answer/1355579?hl=en&ref_topic=6386432

  • https://support.google.com/hangouts/answer/6191867?hl=en&ref_topic=6386432

• UberConference: https://help.uberconference.com/hc/en-us/articles/115001017043

• A good article on troubleshooting call quality: https://blog.lucidmeetings.com/blog/missing-guide-troubleshooting-audio-video-conferencing