Top troubleshooting tips

Update your browser or operating system

Windows computer requirements
Windows 7, Windows 8.1 or Windows 10. Supported browsers: Google Chrome, Firefox, Microsoft Edge, Opera. We recommend using the latest version of your browser. Internet Explorer is not supported.

Mobile device requirements
Video content is supported on mobile internet browsers. Supported devices: Android phones, Android tablets, iPhones, and iPads. Supported browsers: Chrome and Safari.

Set up your device

Clear cache and cookies from all time.
Chrome / Firefox
Safari (Clear browser history, Clear cache and cookies)
Edge (Delete Browser History, Clear Cache and Cookies)

Confirm your browser allows use of microphone and camera.
Chrome / Safari / Firefox / Edge (Windows Central, Microsoft Help)

Confirm your device settings allow use of microphone and camera on the browser you are using.

Update your browser.
Chrome / Safari / Firefox / Edge

Disable any active browser extensions.
Chrome / Safari / Firefox / Edge

Make sure you are not connected to any VPN. If you are connected, look at Vonage’s Restricted Network Guidelines to determine eligibility. To disconnect from a VPN:

Mac

1. Go to System Preferences > Network > VPN. VPN will be listed on the left with a green dot if it’s connected.

2. Disconnect and select another internet source (ethernet or wifi).

Open

PC

1. Go to Start > System Preferences > Network & Internet > VPN.

2. If connected, disconnect and do not allow auto-reconnect (using the green slider button below).

Open

Test your setup 

Test your Internet Speed at https://www.speedtest.net. (Works on all browsers.)

Test your microphone and camera with the TokBox pre-call test. You can also run this test any time while on your JUNO site:

1. Select the Profile icon in the navigation bar.

2. Select My Information.

3. Scroll to the bottom of the page and follow the link under Test your Setup.

Troubleshoot screen sharing

Confirm the device allows screen sharing for your browser.