If you are having any video interface issues, please refer to the sections below for troubleshooting your issues. Please see HeyPeers Meeting Network Test for how to test your network and send the results to HeyPeers for further investigation of your issues.
Sections in this article:
- Recommends Browsers
- Screen Sharing
- Mobile Support
- Solving Common Issues
- Experiencing Problems?
- Experiencing Packet Loss?
- Other Issues to Consider
Recommended Browsers
- Chrome 74 and above
- Safari 12.1 and above
- Firefox 78 ESR and above
- Microsoft Edge 74 and above.
- Electron 6 and above
- iOS Safari (in iOS 12.1 and later)
- 3rd-party browsers (such as Chrome) and in-app browsers (such as the Gmail app's built-in browser) using WKWebView, as of iOS 14
- Android Chrome, Firefox, Samsung Internet, and Chromium-based 3rd-party browsers
Screen Sharing
- To start a screen share, a user must be on desktop. A user can start a screen share from Chrome or Firefox on desktop.
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To clarify, all browsers can view screen shares. A mobile user can see a screen share (but only a call participant on desktop can share their screen).
Mobile Support
- iOS 12.1 and later versions
- Android 5.0 and above with current security and platform updates
Solving Common Issues
The following steps solve most issues with video meetings:
- Reload your browser.
- Try using an Incognito window, or Private mode.
- Quit and reopen your browser. (On a Mac, hold Command (or Cmd) ⌘ + Q for a few seconds to quit Chrome.)
- Make sure other apps aren't using your camera/mic. (For example, another video or conferencing product.)
If those steps don't work:
- Try another browser (we suggest Chrome).
- Reboot your computer.
- These steps also can help:
- Close down background apps that might be using Internet, like Dropbox.
- Try another computer or mobile device.
- Try a different network.
Experiencing Problems?
Are you using an ad blocker, or do you have any browser extensions installed?
- These might block access to your camera. Try opening an Incognito window.
Can others not hear you?
- Your browser may not be set to the correct mic settings.
Can you not hear others?
- Check that your audio is routed to the correct speaker or headphones.
Are you using Windows?
- Check for system updates.
Experiencing Packet Loss?
Packet loss is different from your speed test or download speed. Packet loss reflects UDP data, which is the data transmitted when you stream live media (i.e. online video meetings). When streaming live media, network issues often relate to an OS-level root cause. If you're having issues, rebooting often is the best thing to try.
Video calls need a good connection. Because a video call streams live media, having a fast internet connection is not enough. It's not unusual for a caller to have a great network, but experience packet loss on a call. Network congestion, firewall barriers, and/or old or affected hardware (like a router that needs rebooting) can play a role.
If you're seeing packet loss, during your call try:
- Rebooting your computer
- Moving closer to your WiFi router
- Connecting via Ethernet, or switching to a 5G network if possible
- Limiting background tasks and close any applications that use up internet resources, like Dropbox
- While it's not ideal, try switching off the camera
Other Issues to Consider
Are you using a VPN?
- Be sure to contact your IT department.
Do you need to unblock your camera?
To unblock your camera/mic in Chrome, follow these steps:
- Navigate to the three dots at the top right of your browser to open up the settings menu. If you are on a Mac, click
⌘+, - Navigate to Privacy and settings
- Navigate to Permissions and click on the camera icon
- Make sure the Ask before accessing toggle is toggled to the right
- Refresh your browser
Do you need to check for Windows updates?
- This Lifewire article is helpful.