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.

  • Plug in an ethernet cable.

  • Get closer to your router if on Wi-Fi.

  • Disconnect other devices on your network.

  • If you are experiencing issues even with a 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. Hover your mouse over the video, click the Settings icon, click Quality, then select a lower resolution.

  • If using a laptop, make sure your charger is plugged in to avoid being in low battery mode.

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 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.

Screen is black

Try these solutions:

  • Switch to a different browser.

  • Reset your browser settings to default.

  • 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.”

  • Make sure your system volume is turned up and make sure the video volume controls are turned up.

Hear audio feedback

Try these solutions:

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 are the presenter, also try:

  1. Right-click the slide view and select “Show Controls”

  2. Hover your mouse over the slide view and click the “Pause” button

  3. Click the “Play” button.