Troubleshooting video calls (Audio/Visual Issues)

If you encounter issues during a video call, follow these troubleshooting steps to resolve common problems: 

Call Disconnects: 

1. Refresh your browser window.
2. Verify your internet connection. 
3. Restart the call by clicking the End Call button and initiating a new session. 

Why can’t I see or hear anything during the call even though I’ve granted permissions?

Sometimes, you need to refresh the page for the permission changes to work.

1. Close and reopen the tab in your internet browser.
2. If that doesn’t resolve the issue, clear your browser’s cache and cookies, then try again.
3. Restart your device if the issue persists.

Why can’t I access my camera or microphone during the video call?

This issue often occurs when your browser or app doesn’t have permission to use your camera or microphone.

To resolve this:

1. Check your browser settings and ensure you’ve granted permission for the site to access your camera and microphone.
2. After changing permissions, refresh your browser.

Need Browser specific instructions?

What should I do if none of these solutions work?

On a Desktop:

1. Click the “Submit a request” button located at the top of this page.

On a Mobile Device:

1. Tap the menu icon (three horizontal lines) in the top right corner of this page.
2. Select “Submit a request” from the menu options.

Once on the support request form:

1. In the Support Category drop-down menu, please select “Video Call Support”.
2. Enter all the requested information in the provided fields.
3. In the Description box, please add a message describing the issue in detail, including what device and browser or app you’re using.
4. If you have a screenshot or video of the issue you’re experiencing, you can attach them to your request by clicking or tapping the “Add File” button under the Attachments section and uploading the image or video.
   
5. Click the “Submit” button at the bottom of the form to send your request.

Our dedicated support team will review your inquiry and respond to you as promptly as possible.