Whether you're facing difficulties with joining a live session or experiencing audio/video problems, these steps will help optimize your video conferencing experience.
Browser and Settings
- 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.
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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
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
Test 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
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
Devices Selection
When you are joining the meeting room, you will be prompted with a “Device Settings” dialog
- Ensure other videoconferencing apps are closed from your computer.
- 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.
- If no devices are detected, join with an incognito window.
- If no devices are detected, try to dial in the meeting room with the option in the audio section.
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.