The leading cause of video player issues comes from poor connections and outdated browsers. If you have done updated browsers, have strong internet connection, and still have issues with video player, please see the following tips: * If you've tried fixes below and none resolve your video session issue, contact your IT professional or our offices (so we can report issue to software developer).
VIDEO DOES NOT DISPLAY or NO CAMERA/MICROPHONE DETECTED
If your webcam does not work and you can't see images, try these
steps:
GENERAL
1. Try a different browser - Browser settings change between operating systems, and sometimes just changing browsers will solve the issue.
2. Close all other applications that use the webcam. Then try accessing the webcam from the video session window - Only one application can use a webcam at a time.
3. Restart the computer - Sometimes background process can pile up and hold back features you are trying to access. Restarting gets rid of the build-up.
4. Check that your webcam is plugged in and the drivers are updated - When using an external webcam/microphone it's important the webcam is fully plugged in and switched on. The drivers for the webcam must also be up to date to ensure it will connect properly with your computer/laptop.
On MAC OS X: "No Camera" error may be result of an OS X
bug. If this is problem, try this fix:
1. Close all applications using camera (such as FaceTime and Skype).
2. Open a terminal (Launchpad -> Terminal).
3. Type the following command: sudo killall VDCAssistant
4. Re-open the Video Session. You should see that the camera is working now.
If having issues and using FIREFOX: FireFox has security settings that may interfere with video. Change pop-up blocker settings on Firefox. Always Clear Firefox Cache as 1st step. If that doesn't address the issue, try the following, & then clear cache afterwards.
On Windows:
1.Open Firefox.
2.From the Tools menu, choose Options.
3.Deselect Block Pop-up Windows & click OK.
Enable JavaScript on Firefox
On Windows:
1.Open Firefox.
2.Choose Tools > Options to open dialog box.
3.In row of colored icons at top, click Content.
4.Select Enable JavaScript checkbox. Click OK.
On Mac OS:
1.Open Firefox.
2.From the Firefox menu, choose Preferences.
3.Click the Content button and then deselect Block Pop-up Windows.
On Mac OS:
1.Open Firefox.
2.From the Firefox menu, click Preferences.
3.In the row of colored icons at the top, click Content.
4.Select Enable JavaScript checkbox. Click OK.
On Windows & Mac OS:
1.Open Firefox.
2.Choose Tools > Clear Recent History.
3.Click the pop-up menu to the right of Time range to clear and select Everything. Then, click Details and select both Cookies and Cache. Click Clear Now.
Problems if using: INTERNET EXPLORER -
Internet Explorer 8 Reset to default settings on
Internet Explorer 8. Here's how:
1. 1.Click on Tools > Internet options
2. 2.In the Advanced tab, go to Reset in "Reset Internet Explorer settings".
3. 3.Click the Reset tab and
follow the prompts.
OR
4. Update Internet Explorer to the latest version.
VIDEO DISPLAYS BUT PERFORMANCE IS POOR
Poor video performance may occur if you have low network bandwidth or lower than recommended hardware requirements. Free as much network bandwidth as possible.
1.Turn off applications using bandwidth, such as instant messengers, peer-to-peer sharing applications.
VIDEO DISPLAYS BUT THERE IS NO AUDIO
You can experience poor audio performance if you have low network bandwidth or lower than recommended hardware requirements.
If bandwidth/hardware requirements are not an issue, check the following:
Check that your speakers are turned on.
1.Speaker settings (for internal and external speakers) can be controlled from your desktop screen. Make sure the speakers are on and the volume is turned up.
2.If you are using external speakers, check that they are plugged in and switched on.
Check that the volume setting on the video display window is turned up.
1.Slide the Volume setting arrow all the way to the right to turn up the playback volume.
VIDEO DISPLAYS BUT AUDIO IS ONLY HEARD FROM ONE SIDE
On occasion one party will be able to hear audio, but the other
will not.
-Check that you have selected the correct microphone from the
video settings menu.
1.Click the Settings button at the bottom of the Video Session window.
2.Click drop-down menu under Select Microphone & confirm microphone checked is appropriate one.
3.Click continue.
-Adjust Microphone Sensitivity - If the microphone sensitivity is too high on one side, that party's microphone will be the only one to pick up sound.
1.Slide Mic setting arrow under personal display preview box up/down to test for simultaneous audio.
-Check that volume setting on the video display window is turned up.
1.Slide the Volume setting arrow to the right to turn up the
playback volume.
If quality of video sessions was previously adequate and suddenly not working well, you can experience poor video performance if you have low network bandwidth or running excessive background processes.
"Too many cooks in the kitchen"
Free as much network
bandwidth as possible - Turn off applications taking
bandwidth away from your video session connection, such as
instant messengers, and peer-to-peer sharing applications.
Restart your computer - If your computer has been
running for a long period of time, background processes can build
up & use up your system resources (RAM). Rebooting
(Restarting) your computer helps wipe those processes clean so
your computer can focus on current tasks and run more smoothly.
Make sure your hardware and internet connection are strong enough
for secure video connections - as you add programs to
your computer, or users, resources previously allocated to only
you and your video connection may be spread thin. In some cases,
solution is upgrading to a faster computer or purchasing a faster
internet connection. Try running a connection speed test (on any
free speed test website), then compare your connection speed
& system hardware to the minimum requirements listed below.
Minimum requirements to attend virtual sessions on various devices:
Network Bandwidth requirements
-> 512Kbps upstream
-> 2 Mbps downstream
-< 120 milliseconds of latency
Supported Devices
*Microsoft Windows ( Laptop or PC )
-Minimum Browser Version: Google Chrome 74, Mozilla Firefox 60, Opera 60, Microsoft Edge 18
-Windows 10, 8.1 (32-bit/64-bit), Windows 7 (32-bit/64-bit)
-Dual Core Processor or greater
-2 GB of RAM (4 GB recommended)
-Webcam and Microphone
*Mac OS ( MacBook, Mac Mini or iMac )
-Minimum Browser Version: Safari 12, Google Chrome 74, Opera 60
-Mac OS 10.12.x or newer
-Dual Core Processor or greater
-2 GB of RAM (4 GB recommended)
-Webcam and Microphone
*Chrome OS or Linux ( Laptop or Desktop )
-Minimum Browser Version: Google Chrome 74, Opera 60
-Dual Core Processor or greater
-2 GB of RAM (4 GB recommended)
-Webcam and Microphone
*iOS ( iPhone or iPad )
-iOS 12.x or newer
-Safari Browser
*Android ( phone or tablet )
-Android browser 67 or newer
-Chrome Browser 74 or newer
-Opera Browser 60 or newer
-Front Facing Camera and Microphone
