Troubleshooting audio and video issues during a call
What to do if you are having audio or video issues during a Video Call
There are various reasons you might experience audio or video issues during a Video Call. Some of the reasons, such as your internet connection quality and using incompatible devices are out of the Video Call service's control and we cannot troubleshoot them. However, if you are using a compatible device and browser and you have a reliable internet connections with good speed, you can follow the steps below to troubleshoot the issues:
- Ensure that you have good internet. Click here to see how to improve internet quality issues.
- Ensure you are using a supported device and browser.
Others cannot see me (I cannot see myself)
- Ensure you have not turned off (muted) your camera in the call screen.
- Refresh the call using the refresh button in the call screen.
- Switch your local camera if you have more than one available on your computer or device.
- Ensure you have given permission for Video Call to use your camera.
I cannot see the other participant
- Refresh the call using the refresh button in the call screen.
- Ask the other participant to follow the above steps (I cannot see myself).
Other participant cannot hear me
- Ensure you have not turned off (muted) your microphone in the call screen.
- Refresh the call using the refresh button in the call screen.
- Switch your local microphone if you have multiple available.
- Ensure you have given permission for Video Call to use your microphone.
- Conduct a pre-call test and call for IT support, if required.
I cannot hear the other participant
- Ensure your speakers can play sound on the internet. Open YouTube in a new tab and play something for a quick test. If you can hear a YouTube video, follow the other steps listed here, or call your local IT support as it is not a Video Call service problem.
- Ensure you have not muted the browser tab your Video Call is open in. Right click on the tab and click ‘Unmute Site’.
- Switch your local microphone if you have multiple available.
- Switch your speaker device, if you have more than one available (for example your computer speaker or your connected headset).
- Ask other participant to follow above steps (Other participant cannot hear me).
The audio/video is working but is low quality
- Change the video quality in the call screen.
- Change your selected camera, if you have more than one available, to see if that improves your video quality issues.
- Refresh the call using the refresh button in the call screen.
- Try fixing internet quality issues, if any are indicated.