Video conferencing is great when everything works and everyone can see and hear each other! It can also be a pain when things do not work as expected. To be better prepared to troubleshoot a poor quality video conference, there's a few things you'd be well to understand.
In a multi-party conference call, a separate video stream and audio stream is sent and received over the internet from each participant to every other participant. By default...
Each video stream and audio stream requires an amount of bandwith (data being received and sent over the participant's internet connection).
The conference server attempts to optimise the conference experience for all participants in the call. It constantly monitors the network connection of each individual participant, and automatically modifies video streams to each individual.
When joining a conference, each participant must give permission to their browser (Chrome, Edge, Firefox, Safari, etc) to use the device's camera and microphone. If permission is not given, the browser is not able to share video or audio streams.
Modern laptops, computers, phones and tablets often have more than one camera and microphone. Whilst the conference service attempts to choose an appropriate camera and microphone, conference participants are advised to go to settings in the conference screen and select the desired camera and microphone. See our Webinar Room user guide for more information.
If the correct camera and microphone are not set, the participant's video and audio streams will not be shared.
Do I have sufficient bandwidth at my device?
The amount of available bandwidth will be determined by the capacity of the connection supplied by the internet provider, minus any bandwidth being consumed by other users on the same network (eg others playing video games, streaming movies or on video calls).
Have I given permission to my browser (Chrome, Edge, Firefox, Safari, etc) to access my device's camera and microphone?
If not, no video or audio will be streamed. See our Permissions help guide for more information.
Have I set the conference service to know which camera and microphone to use?
Modern devices often have more than one camera and microphone. Use the settings tool to ensure the conference service knows which camera and microphone to use. See our Webinar Room user guide for more information.
Do I have proxy settings issues?
Schools and corporate networks often have a proxy that polices the network. Proxies often block the exchange of data with unknown services. Proxies will need to be configured to allow exchange of data with our conferencing servers. See our user guide for more information.