Network tips
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Troubleshoot common video and audio issues in sessions.
Video stalls or does not play smoothly
This issue occurs when your internet connection is weak, overloaded, or unstable.
Try these solutions:
Close other programs and browser tabs, then refresh the session page.
To establish a consistent connection and have a smoother experience, plug Plug in an ethernet cable.
To establish a smoother experience, get Get closer to your router if on Wi-Fi.
To establish a smoother experience, disconnect Disconnect other devices on your network.
If you are experiencing issues even with a solid strong internet connection, try clearing your browser cache, then re-joining.
If you are using a VPN, disconnect from it to establish a smoother and consistent connection.
To establish a smoother experience, lower the quality of the video. To do that, hover Hover your mouse over the video, click the settings Settings icon, click qualityQuality, then select a lower resolution.
If using a laptop, make sure your charger is plugged in to avoid being in low battery mode. Pre-Record/Pre-Roll Session Tips
How do I control pre-recorded videos?
Some sessions include pre-recorded video instead of a live stream. Try out these controls:
To adjust the sound level volume of the video, hover your mouse over the video and use the bottom volume slider or volume bars to adjust the sound level.
To put the video in full screen, hover your mouse over the video and click the video full screen button.
To play or pause the video, hover your mouse over the video and click the video view or click the bottom left play/pause button. If you are seeing a black screen, try switching
Screen is black
Try these solutions:
Switch to a different browser, resetting .
Reset your browser settings to default or restarting your pc and power cycling your router.
Audio / Video tips:
If you are unable to hear audio, make .
Restart your device by turning it off then on again.
Restart your router by turning it off then on again.
Can’t hear audio
Try these solutions:
Make sure your site isn’t muted. Right-click the session browser tab and click “Unmute.”
If the sound seems low, make Make sure your system volume is turned up and make sure the video volume controls are turned up.If you are receiving audio feedback, try refreshing
Hear audio feedback
Try these solutions:
Refresh the session page.
Screen Share Session Tips:
If you experience slides freezing .
Plug in headphones.
Presentation slides are frozen
This issue occurs when you are viewing a shared screen or sharing your own screen.
Try these solutions:
Refresh the session page.
Close all other programs and browser tabs, then refresh the session page.
If you
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are the presenter, also try:
Right-click the slide view and select “Show Controls”
Hover your mouse over the slide view and click the “Pause” button
Click the “Play” button
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