Troubleshooting Video Collaboration Live Call Issues

Updated 4 days ago by Jennifer B.

Video Collaborator Initiating a Live Call

Issue

Possible Causes

Solutions

Cannot hear the call participant or audio suddenly drops

Change in the bandwidth.

Click the refresh button [] at the bottom of the collaboration window (not the web page refresh).

A change has been made to the call participants microphone settings.

Ask if the call participant is connected to a headset/external microphone using Bluetooth.

Something related to your speakers has changed.

Check your speaker settings.

In the web-based browser microphone and permissions are not selected.

As the platform is web-based, your browser must have the appropriate microphone and permissions selected.

Video does not connect or suddenly disconnects.

Changes in the internet bandwidth.

Click the refresh button [] at the bottom left of the collaboration window (not the web page refresh).

Video stream is glitchy or pixelated.

The system is trying to capture video in a higher framerate than the internet speed is allowing. 

Adjust the video resolution to a lower resolution. This automatically refreshes the session.

Picture-in-picture is in use without the appropriate browser settings.

Confirm the appropriate camera and permissions are selected in the browser settings.

Camera/video camera icon is disabled.

The administrator has disabled this setting.

Contact your administrator.

The live call participant has disabled the remote control.

Guide the live call participant to re-enable the remote control by tapping the menu [] at the top right of their screen and enabling remote control.

Live Call Invitee

Issue

Possible Causes

Solutions

The live call participant did not receive the text invitation to join the live call.

The cell phone carrier is queueing the messages.

Wait a few minutes to see if the message comes in.

Multiple possibilities.

End the call and resend the invitation.

The link in the text invitation is not clickable.

There is a delay in displaying the hyperlink.

Have the invitee exit the messaging app and then reopen the text message.

The text invitation has been split into multiple messages and the link is split over the break.

Have the invitee copy and paste the link into a web browser.

The invitee cannot grant access to the microphone.

Possible device malfunction.

Have the user download the app instead.

The invitee previously denied permission to their microphone.

Guide the user to their phone settings to grant permission for the web browser to access their microphone.

The invitee cannot grant access to the camera.

Possible device malfunction.

Have the user download the app instead.

The invitee previously denied permission to their camera.

Guide the user to their phone settings to grant permission for the web browser to access the camera.

The invitee cannot grant access to location.

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This is not a required field and can be skipped.

Possible device malfunction.

Have the user download the app instead.

The invitee previously denied permission to their location.

Guide the user to their phone settings to grant permission for the web browser to access their location and enable location services.

Video does not connect or suddenly disconnects.

Change in the bandwidth.

Click the refresh button [] at the bottom left of the collaboration window (not the web page refresh).

Change in the bandwidth.

Have the recipient close the web browser and click the link in the invitation again.

Change in the bandwidth.

Have the recipient close the app and re-enter the conference code.

The rear camera does not work.

Possible device malfunction.

Direct the user to swap the camera to the front-facing camera, if desired, by tapping the menu [] at the top left of the collaboration screen and selecting Swap Camera.


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