If you arrived here due to problems occurring during the Video Call Setup wizard, consult the following sections for a possible solution.
After you make the necessary adjustments, return to the Video Call Setup wizard page and click Restart to run the tests again.
Connection speed test
To make a successful video call, you need an internet connection that receives and transmits data quickly enough to allow for an acceptable level of video quality between you and the other participants in the call.
You can test your speed and latency at www.speedtest.net.
When the test completes, the results will look something like this:
Compare your results to the following minimum and recommended values.
A wired internet connection will provide the best video quality, but you can also use a fixed-wireless, or mobile 3.5/4G data service.
WebSocket connection test
Every new technology comes with a new set of problems. In the case of WebSocket it is the compatibility with proxy servers which mediate HTTP connections in most company networks. The WebSocket protocol uses the HTTP upgrade system (which is normally used for HTTP/SSL) to "upgrade" an HTTP connection to a WebSocket connection. Some proxy servers do not like this and will drop the connection. Thus, even if a given client uses the WebSocket protocol, it may not be possible to establish a connection.
Please contact to your network(or system) administrator.
Tip: Please read this for details.
Tip: Please visit socket.io echo testing to check connectivity.
Speaker test (desktop/laptop computers)
Microphone test (desktop/laptop computers)
Tip: If your microphone uses a USB plug, unplug it, and plug it in again. This forces your computer to try and detect it again.
Important: If you have checked all of the above, and you still can't hear anything during the microphone test, click Yes in the Video Call Setup wizard and proceed to the next step. It is possible that only the wizard has trouble playing your audio back to you, and your microphone will work fine during the actual video call. This is a known issue that occurs in rare cases.
This could be due to additional noise like fan noise from your computer, background noise in the room, feedback from your speaker audio being picked up by your microphone, or just being too far away from the microphone.
Video test (desktop/laptop computers)
Make sure that the Call Screen is using the correct camera.
Can other people see anything from your side?
Bright light behind you will cause the camera to darken. If possible, have the light to one side, or in front of you, behind the camera. This will allow the person at the other end to see you better.
Tip: Make sure that there are no bright lights or windows that the camera can see. Most will be behind you, but if your web camera has a wide field-of-view, this may also include light sources your left and right as well.