Most common problems with video calls can be solved in a couple of steps. For the best video call experience, we highly recommend you do the following before a call:

  • Test your camera and mic

  • Use an updated browser, preferably Chrome

  • Check that your browser has access to your camera and/or mic

  • Connect to a stable network, preferably through an ethernet cable, especially if you are using an older device

  • Use headphones or a headset to prevent background noise and audio feedback

You can run a test at https://test.webrtc.org to diagnose any problems before you get started.

Solving 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 using Google 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.

Still poor quality call?

This can be solved by:

  • 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

Still having problems?

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:

  • Type + , on a Mac, or navigate to the three dots at the top right of your browser to open up the settings menu

  • Navigate to Privacy and settings

  • Navigate to Permissions > Site Settings

  • Find MedAll on the list and ensure your camera is set to "allow"

  • Refresh your browser

Do you need to check for Windows updates?

This Lifewire article is helpful.

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