Whether you're facing difficulties with joining a live session or experiencing audio/video problems, these steps will help optimize your video conferencing experience.
First: Change the Browser
- To rule out browser-specific issues, please try accessing the page on another browser.
- Consider installing a different browser, like Firefox (if using Chrome), or vice versa. This helps determine if the issue is browser-specific.
- Open an Incognito window of your browser
- Chrome: Menu (⋮) > New Incognito Window
- Safari: Apple Menu > New Private Window
- Microsoft Edge: Menu (⋯) > New InPrivate
- Firefox: Menu (☰) > Help > New Incognito Window
- Follow the instructions below to update your browser, if needed.
- Chrome: Menu (⋮) > Help > About Google Chrome > Update
- Safari: Apple Menu > App Store > Updates > Update
- Microsoft Edge: Menu (⋯) > Help & Feedback > About Microsoft Edge > Update
- Firefox: Menu (☰) > Help > About Firefox > Update
- If you are receiving a 404 error page, COPY then PASTE the link into the address bar rather than clicking on it from your email.
Learn more about browser requirements here.
Not sure what browser or operating system you're using? Follow these steps here
Clear Cache and Cookies
Stored browser data may interfere with performance. Clear your cache and cookies:
- Chrome: Menu (⋮) > More tools > Clear browsing data > Select “Cookies” and “Cached images and files” > Clear
- Firefox: Menu (≡) > Options > Privacy & Security > Clear Data
- Safari: Menu (Safari) > Preferences > Privacy > Manage Website Data > Remove All
- Microsoft Edge: Menu (⋮) > Settings > Privacy > Choose what to clear > Select “Cookies” and “Cached images and files” > Clear now
Optimize Computer Performance
Having many active applications can sometimes affect your browser’s speed and access to your audio/video devices.
- Completely close any other browsers or programs (Skype, Zoom, Teams) that may also be accessing your camera and microphone.
- Please check the number of active applications and close the applications you are not currently using.
- Windows: Right-click the Taskbar > Task Manager > End unnecessary tasks
- Mac: Use Activity Monitor > Close unneeded applications
- A restart can also help improve performance
Check Your Internet Connection
- Start by checking your internet speed using speedtest.net. Ensure your connection meets these guidelines
- Basic browsing: 5-10 Mbps
- Video conferencing or streaming: 10-35 Mbps or higher
- Use the following links to test network compatibility:
If speeds are below the recommended ranges, limit other devices or activities on your network to improve performance.
Remove any other devices on your Wi-Fi connection (phones, tablets, etc).: If multiple devices are connected to the same network and are all consuming data (like streaming videos or downloading files), it can strain the network and reduce the speed available for each device.
Website’s Server Location: The physical distance between you and the website’s server can impact loading times. If the server is in another country or on another continent, it might take slightly longer for data to travel between your device and the server.
Internet Connection Type: The kind of internet connection you have (e.g., fiber-optic, DSL, satellite) can have a big impact. For instance, fiber-optic connections are generally much faster and more reliable than satellite connections.
More information on bandwidth requirements
Verify Audio and Video Devices
When you are joining the meeting room, you will be prompted with a “Device Settings” dialog
- Allow Camera and Microphone Access. Learn how here.
- Confirm that you can see yourself in the webcam’s input is visible and the microphone is picking up sound. You will notice your microphone working when you see the pink triangle light up as you talk. In your video devices, you can opt to blur your background.
Fix Intermittent Audio Issues
First Actions
- Refresh the Page
If your audio suddenly cuts out, refresh the page. Refreshing the page will establish a fresh audio stream to our video provider and it will help reset the connection to ensure the latest version of the page and its assets are loaded correctly. A stable internet connection is vital to a successful experience on our platform.
2. Check Audio Source
Check the Audio Source that is selected within the Meeting Room by clicking on the Settings cog icon in the bottom right corner of the Meeting Room. This will open your settings. Confirm that the Audio Source is correctly selected.
Secondary Action Steps
STEP 1: Check for Virtual Audio Sources
We have seen an ongoing issue when there are Virtual Audio Clients installed on computers that interfere with audio in the Meeting Room. Two examples of these virtual audio drivers are Zoom Virtual Audio Client and Microsoft Teams Audio Device (Virtual). You can check if these are installed on your computer by following these steps:
On macOS
Check via Audio Settings:
- Click the Apple menu () and go to System Settings or System Preferences (depending on your macOS version).
- Go to Sound > Output and Input.
Look for ZoomAudioDevice or Zoom Virtual Audio Device/Microsoft Teams Audio Device (Virtual) in the list of input/output devices. If it's installed, you should see it there.
Or look within the Library’s Audio folder:
- Open Finder and press Cmd + Shift + G to bring up the Go to Folder prompt.
- Type the following path and press Enter: /Library/Audio/Plug-Ins/HAL/
- In this directory, look for a folder named ZoomAudioDevice.driver or Microsoft Teams Audio Device.
On Windows
Check via Sound Settings:
- Right-click the sound icon in the taskbar (bottom-right of your screen).
- Click Sounds or Open Sound Settings.
In the Playback and Recording tabs, look for something like ZoomAudioDevice or Zoom Virtual Audio/Microsoft Teams Audio Device (Virtual).
Check via Device Manager:
- Open Device Manager by right-clicking the Start Menu button and selecting Device Manager.
- Expand the Sound, video, and game controllers section.
- Look for any entries related to Zoom Audio Device/Microsoft Teams Audio Device (Virtual).
Check via Control Panel:
- Open the Control Panel.
- Navigate to Hardware and Sound > Sound.
In the Playback and Recording tabs, look for any Zoom or Teams audio-related devices.
STEP 2: Remove Virtual Audio Devices
Remove the Virtual Audio Devices to ensure that they do not interfere with the audio sources within the Meeting Room. Follow the steps below to remove them for your specific machine.
On macOS
Remove via Finder:
- Open Finder and press Cmd + Shift + G to bring up the Go to Folder prompt.
- Type the following path and press Enter: /Library/Audio/Plug-Ins/HAL/
- Look for the file or folder related to ZoomAudioDevice.driver or Microsoft Teams Audio Device.
- Right-click the file or folder and select Move to Trash.
- Empty the Trash to permanently delete the drivers.
- Empty the Trash
- After moving the files to the Trash, right-click the Trash icon in the Dock and select Empty Trash.
- Reboot Your Mac
On Windows
Remove via Device Manager:
- Right-click the Start Menu button and select Device Manager.
- Expand the Sound, video, and game controllers section.
- Locate the entry for Zoom Audio Device or Microsoft Teams Audio Device (Virtual).
- Right-click the device and select Uninstall Device.
- Check the option to Delete the driver software for this device (if prompted).
- Confirm the uninstallation.
- Remove Drivers via Programs and Features
- Open the Control Panel by searching for it in the Start Menu.
- Navigate to Programs > Programs and Features.
- Look for any entries related to Zoom or Microsoft Teams that may include virtual audio drivers.
- Select the program and click Uninstall.
- Remove Leftover Files (Optional)
- Open File Explorer.
- Look for any folders with names like zoom_audiodriver or similar related to Zoom/Teams.
- Delete any files related to Zoom Audio or Microsoft Teams Audio if they still exist.
- Restart Your Computer
After the removal steps are complete, restart your computer to ensure the virtual audio device is fully uninstalled.
HP computers Users
CyberLink YouCan Support. This is a video effect application that comes pre-installed on HP computers (among others). It may fail to display the user’s face if it hasn’t been configured properly, showing the YouCam logo instead.
Microsoft Surface Users
Microsoft Surface devices will automatically default to the backward-facing camera. During the live session, you can select your forward-facing camera.
Chromebook Users
Some older Chromebooks do not allow an update of Chrome but will indicate that you have the latest version. Test your browser here to confirm Chrome's version number: How do I know what browser and OS I'm using? If you are unable to update to the latest version of Chrome, please switch to a desktop computer or another laptop.
Common Issues and Causes
Most issues should be resolved by following the guidelines above because Discuss runs on open, cloud-based technology that is designed to work without the need for manual configuration
- Why does the video freeze or the audio lag?
Internet bandwidth speed affects audio and video quality. In addition, streaming or downloading other items while in a Discuss video chat can also affect the quality. Other things to keep in mind:
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WiFi is not as stable as a wired connection. A wired connection is recommended for conducting video chats.
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The connection of the other participants has an effect, and extreme distances can also cause latency issues when video chatting.
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The greater the number of participants, the more crucial it is to test for slower speeds.
If the microphone picks up the virtual meeting room’s sound from the participants’ environment, it creates a feedback loop.
Please ensure everyone is using headphones, or, if using a headset is not an option or does not solve the echo, you can dial into a discussion by telephone.
- I can hear others, but nobody can hear me.
Most of the time, this is because the microphone that has been selected isn’t working. Read above to see how to select and test a microphone.
Information for Network Administrators
- If OpenTok fails, open Port 443 in your firewall application. (Refer to your network administrator or specific documentation for instructions on opening ports.)
- If participants have low bandwidth, features of the platform and audio/video quality may suffer. Bandwidth should exceed 500 kbps upload and download; participants may not be able to share screens at speeds below 1 Mbps.
- If you have been trying Discuss.io on one browser, try other browsers (such as Chrome, Firefox, et cetera) or upgrade your browser.
- Select the correct audio and video configuration
For detailed information please check this article: Network Admin Information
Firewalls and Corporate IT Settings
If you experience issues with the tech check to detect your camera and microphone, it may be because you are behind a firewall or audio/video streaming has been disabled on your browser. Please check:
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Are you using a work computer?
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Is there a firewall or VPN on?
- If you're having trouble with camera and microphone access due to a corporate firewall, consider contacting your IT department before your meeting.
Headphones Issues
- Issue: Inability to hear using headphones within the room while speakers work.
- Reason: PC/Mac default playback is not set to the headphones being used.
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Solution for Windows:
- USB:
- Go to Control Panel > Sound > Playback.
- Set the headphones being used as the default playback device.
- Refresh the meeting page and try again.
- Bluetooth:
- Refresh your connection and ensure the correct device is selected.
- If issues persist, disconnect Bluetooth headphones, refresh your connection, and try again.
- USB:
Stream Quality
- Overview: Participants can adjust video stream quality during a meeting.
- Roles with this Setting Option: Moderators, respondents, consecutive translators, and support agents.
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Steps:
- Enter the meeting room and click on the settings option at the bottom right corner.
- Select the desired video stream quality.
- Refresh the browser to apply changes and appear in the new publish stream.
- Enter the meeting room and click on the settings option at the bottom right corner.
Video Freezes or Lags
Have trouble with your video freezing or your audio lagging? Follow our tips to get the best out of your connection.
- A wired connection is recommended for attending sessions
- If WiFi is being used move as close as possible to the router
- Ask other users to disconnect from your network
- Make sure no other browser tabs or application windows are opened
- Ensuring no downloading or streaming is taking place ( Netflix, gaming, or other Video calls)
- All uploaded .mp4s are 720p resolution max - This may require condensing the file size off the platform for higher-resolution video files.
Please also note sessions with many participants will be extremely demanding on your network. Therefore we do not recommend using a mobile data plan.