Troubleshoot video call setup


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.

  • Recommended latency (also called 'ping'): Less than 150 milliseconds (ms)
  • Minimum download speed: 0.8 Megabits per second (Mbps) - provides lower-quality video
    Recommended: 1.1 Mbps or better
  • Minimum upload speed: 0.25 Mbps - provides lower-quality video to other participants
    Recommended: 0.7 Mbps or better

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.

  • (Wireless home or office network) Try moving closer to - or at least in line-of-sight of - the Wi-Fi base station.
  • (Mobile internet connection) Try moving to an area with better reception.
  • Make sure that no one else in your home is using the same internet connection, and streaming video or downloading large files. This will substantially reduce the bandwidth available to make a good quality video call.
  • Make sure that you don’t have more than one connection to the internet active at the same time (for example, a wired and a wireless connection running at the same time)
  • Make sure that you have not used all of your internet plan’s data allocation for the month, which often results in your internet provider reducing the speed of your service.
  • When you first switch on your computer after not using it for a while, it may automatically download updates. This will reduce available bandwidth. You can either wait for the updates to finish, or postpone the downloads until after you have made your video call.

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)

  • (Speakers only) If your speakers are powered separately, make sure that the power adapter is plugged in and switched on.
  • Make sure that the speakers are correctly plugged into the relevant USB port or audio output jack.
  • If your speakers or headphones have a separate volume control, make sure that it is set to an audible level.
  • Make sure that the audio volume on your device is not on mute.
  • Make sure that the device's volume is turned up to an audible level.
  • Check if your audio is working by playing something else on your device. If you can't hear anything, make sure that the speakers are not disabled.

Microphone test (desktop/laptop computers)

  • Is it plugged in?
  • If it is plugged in, is it plugged in firmly?

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.

  • Check that the volume on your device, headset microphone, or external camera is turned up and not muted.
  • Note: On smartphones, the microphone will always be active, as it is also accessed by the telephone.
  • Check that the microphone is enabled in your device's Sound or Audio settings.
  • Make sure that the Call Screen is using the correct microphone.

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.

  • Make sure that the Call Screen is using the correct microphone.
  • If you have an external USB web camera, its microphone will likely be better than an inbuilt one and pick up less noise from the computer.
  • If you have a headset with a microphone, it will provide the clearest audio with least background noise.
  • If you have a USB echo-cancelling combined microphone/speaker unit, make sure it is selected for use as both the microphone and speaker.

Video test (desktop/laptop computers)

Make sure that the Call Screen is using the correct camera.

  • Is it plugged in?
  • If it is plugged in, is it plugged in firmly?
    Tip: Unplug the camera, and plug it in again. This forces your computer to try and detect it again.
  • You may need to update your web camera's software. Check the web camera manufacturer's website for updates to supporting software or drivers.

Can other people see anything from your side?

  • No: Make sure that your camera has not been disabled in the device's settings.
  • Yes: Make sure that your device is using its front camera (the one on the same side as the screen).
  • If the video is showing the room in front of you, and not you, the device's front-facing camera may have been selected by default.
  • Make sure that the Call Screen is using the correct camera.
    Tip: If you have an external USB web camera, it may provide better quality video than a built-in one.

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.