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Troubleshooting audio and video

 

After all preparations, nothing is more annoying than encountering a problem during a live broadcast. Maybe you fail to connect to the stream, or you’re struggling with a broken webcam or sound. But don’t panic, we’re here to help you out, and most issues are solved in a heartbeat. Below you’ll find a number of practical tips to solve common issues and get ytou back up and running in no-time. We’ve got your back!

No connection

Can’t connect when trying to start the webinar? When you’re experiencing connection problems, a short checklist to go through can help you solve things quickly.

  1. Check up on your internet connection
    This may seem obvious but this is usually the root cause of most connection issues and it happens more often than you might think. When you’re using a wired internet connection, check if your cable is placed into your computer correctly. When you’re using WiFi, check if the connection to your router actually works. Make sure you’re not too far away from your modem during the webinar. In both cases, it might help to restart the connection or reset your router. Also, try restarting your browser and/or computer.
  2. If possible switch from WiFi to wired internet
    It is important your internet connection is stable at all times and live streaming is very different from visiting web pages or checking emails, because you’re constantly transmitting data. To ensure a stable connection, use an internet cable whenever possible and avoid WiFi connections.
  3. Check your company network connection or VPN
    You might be working on a company network which will often have some restrictions to ensure internet connection security. It can also mean that the necessary ports and servers that take care of the live stream aren’t available. Ask your network or system administrator to check up on our system requirements.
  4. Use another (mobile) connection
    When you’re in a hurry or if things don’t seem to work out with your current connection, consider using another connection. For example, use your tablet or smartphone as a wireless hotspot, which allows you to use mobile WiFi. Do make sure it’s stable and you have a strong signal. Note this is just a back-up if you have no broadband options and should not be used as a first choice!
  5. Still no connection but other software is working just fine?
    Contact us right hereand we’ll help you out.

Webcam not working

You go to start your webinar, but can’t get your webcam to work. Run through the following check list to get back up and running;

  1. Choose the right webcam
    Before going live, in the top right you can select the wheel to access “Audio and Video Settings” and make sure you have the right webcam selected. Your computer displays your internal camera by default and you may need to change this if you wanted to use an external webcam.

Should you not see this selection screen and you have connected more than one camera, then copy and paste this URL into your browsers address bar:
chrome://settings/content/camera?search=camera
Then at the top where you see a dropdown with cameras, choose the camera you want to use. Then, reload the webinar webpage.

  1. Make sure your webcam uses a 16:9 resolution
    Our Webinar platform only works with webcams that use a 16:9 (wide) resolution, so square camera’s won’t work. Check your camera specifications to make sure the resolution requirements are met.
  2. Incognito window
    Try it again in incognito. Your browsers history won’t be saved so you have a clean slate to start with without any extensions or plugins.
    You can open an incognito window in the side menu of the browser.
  3. Restart Google Chrome
    It can help to completely restart your browser. This is especially useful for people that don’t turn off and restart their computer a lot.
  4. Update Google Chrome
    Make sure your Google Chrome browser is always up-to-date. This might sound trivial, but it can make a world of difference. Our platform uses WebRTC and new developments are released constantly. Developers at Google Chrome are hard at work to improve streaming experiences for all! So it’s essential to keep updating your Chrome browser whenever a new version is released.
    To update your browser right now, go to Chrome settingsand choose ‘Update’.
  5. Webcam already in use
    Check if your webcam isn’t currently being used by any other application. This could be Skype or Zoom, for example. If this is the case, close the application and restart the webinar. If it still doesn’t work, try restarting your computer.
  6. Restart your computer
    When restarting the browser doesn’t solve your problems, shut down the computer. Software that’s running in the background will also be closed. Make sure to open Chrome and your webinar first when restarting your computer, so your other software can’t start using your webcam first.
  7. Make sure your browser is allowed to use your camera

Browser settings
Paste the following into your browser: 

chrome://settings/content/camera?search=content 

and make sure the right type of camera is selected and that your webinar URL is included in the ‘Allow’ list.

Computer settings
Recent updates for Windows and Mac OS made it harder for software to use a webcam. In Windows, go to your Settings > Privacy > Camera to make sure Google Chrome has access to your camera under “Allow apps to access your camera” (read more about this setting here). For Mac OS, go to your System preferences > Safety & Privacy > Privacy, and click on “Camera”. Make sure Google Chrome has access to your camera. Do the same for your microphone so this setting will also work right away (read more about this setting here).

  1. Check your anti-virus
    Some anti-virus software does not allow applications such as Google Chrome to access your camera. Disable your anti-virus software temporarily, close your browser (or open an incognito window) and try again. If it works, then something in your anti-virus software is blocking access and you need to contact them to find out how.
  2. Update your camera drivers
    Especially on older computers, it’s sometimes required to install or update your drivers, this is the software on which your camera runs. Follow the instructions of the camera producer to do this. Often, a quick Google search with your camera brand and type, combined with the word “drivers” will also help you find the instructions quickly.
  3. Check the hood or sticker on your webcam
    Some webcams have a protective hood for privacy reasons, check if this is opened. Some built-in webcams have a sticker for the same reason, make sure you don’t have of those on your camera.
  4. Check if the webcam works in another program or website
    Double check your webcam works elsewhere. Try for instance Skype or a test page like this oneto see if your webcam actually works. If not, it might be broken!
  5. Update your operating system
    Older operating systems sometimes cause issues when using (modern) cameras. Especially Windows 8 and Windows 8.1 (released in 2013) often no longer work well for modern webcams and are not supported by Microsoft anymore either. Update your Windows or other operating system to the most recent version to exclude any issues related to this.
  6. Still no video and other software does show video when using your webcam?
    Chat with us using our live chat and we’ll help you solve the problem.

 

No Audio (microphone)

As well as checking your video is working well it is just as important to make sure the audio is working correctly. Go to the top right above the webcam window then select  the settings wheel ‘Audio and Video Settings’. This will display the camera and audio window where you can select your mic input (if you have more than one), and see the microphone indicator meter. If the meter moves when you speak then you know your mic is working!

  1. Check your mute settings
    Some microphones have a built-in mute option or button to mute the incoming sound. Make sure this is turned off.
  2. Incognito window
    Try it again in incognito. Your browsers history won’t be saved so you have a clean slate to start with without any extensions or plugins.
    You can open an incognito window in the side menu of the browser.
  3. Update Google Chrome
    Make sure your Google Chrome browser is always up-to-date. This might sound trivial, but it can make a world of difference. Our platform uses WebRTC and new developments are released constantly. Developers at Google Chrome are hard at work to improve streaming experiences for all! So it’s essential to keep updating your Chrome browser whenever a new version is released.
    To update your browser right now, go to Chrome settingsand choose ‘Update’.
  4. Restart Google Chrome
    It can help to completely restart your browser. This is especially useful for people that don’t turn off and restart their computer a lot.
  5. Microphone already in use
    Make sure to check if the microphone isn’t used by another application. This could be Skype or Zoom, for example. If this is the case, close the application and open the webinar again. Still doesn’t work? Try restarting your computer.
  6. Restart your computer
    If restarting the browser doesn’t solve your problems, shut down the computer. Software that’s running in the background will also be closed. Make sure to open your webinar first when restarting your computer, so your other software can’t start using your webcam first.
  7. Choose the right microphone
    Before going live, click on “Settings” in the top right to make sure you selected the right microphone. Want to use an external microphone? Chances are your computer uses the internal microphone by default. Make sure to check if this is the case.
  8. Ensure your browser allows your microphone to be used

Paste the following into your browser: 

chrome://settings/content/microphone?search=content 

and make sure the correct microphone is selected and your webinar is present in the ‘Allow’ list.

Computer settings
Recent updates for Windows and Mac OS made it harder for software to use your microphone. In Windows, go to your Settings > Privacy > Camera to ensure Google Chrome has access to your camera under “Give apps permission to access your camera/microphone” (read more about this setting here). For Mac OS, go to your System preferences > Safety & Privacy > Privacy, next click on “Camera” and make sure Google Chrome has access to your camera/microphone (read more about this setting here).

  1. Check if the microphone works in another program or website
    Double check your microphone works elsewhere. Try for instance Skype. No sound there either? Your microphone may be broken or not connected properly.
  2. Still no sound and other software does work together with your microphone?
    Get in touch with our support team right here, we’d love to help you out.

Distorted, out of sync sound

You listen back to your first test recording and notice that the audio is not up there. It doesn’t sound right, is distorted or is out of sync. Try to follow these steps.

  1. Update Google Chrome
    Make sure your Google Chrome browser is always up-to-date. This might sound trivial, but it can make a world of difference. Our platform uses WebRTC and new developments are released constantly. Developers at Google Chrome are hard at work to improve streaming experiences for all! So it’s essential to keep updating your Chrome browser whenever a new version is released.
    To update your browser right now, go to Chrome settingsand choose ‘Update’.
  2. Turn off all sound
    Turn off all speakers and sound sources where possible. Environmental sounds and computer sounds can influence microphones and the quality thereof (think about automatically muting your sound when another sound is audible). If you need to use speakers, consider the use of a headset or earbuds.
  3. Using Windows 10?
    A mechanical sound or distorted voice is a well-known problem in some versions of Windows 10. Here’s what you can do about it:
  • Deactivate all your audio devices except for your microphone and speakers (in Sound Settings).
  • Go to the “Communications” (final) tab, and choose “Do nothing” (last option) when choosing if Windows needs to adapt your sound automatically when you hear sound.
  • Update your microphone drivers.
  • Update Windows 10 to the latest version.
  1. Using a Mac from 2018 with a USB microphone?
    Make sure your Mac is updated to the latest version. Devices from 2018, in some cases, will have what Apple describes as “serious audio issues”, for which updates have been (partially) released. These still don’t solve all problems, so you might want to contact Apple. 
  2. Check your cables
    Test your microphone in another device and make sure your cables aren’t the problem. You can also try using another USB port where possible.
  3. Consider/test a new microphone
    Some microphones will have a lot of options to process your voice correctly, sometimes these options will collide with the standard options in Google Chrome to process your voice. Test with another microphone and see if the same problems persist.
  4. Don’t use wireless microphones (such as AirPods)
    Wireless microphone signals have a small delay to your computer, not noticeable right away but for longer recordings where your voice needs to match your video, the voice can get out of sync due to this small delay. We advise you to use a wired microphone to prevent this from happening and in general for better quality.
  5. Avoid distortion on the line
    Microphones are sensitive for not just voice sounds but also for other types of “sound waves”. For example if you receive a call on your smartphone the interference can be picked up by your laptop microphone and create an unwanted buzzing sound.
  6. Check your computer’s performance
    Especially webinars with multiple hosts demand more from your computer than usual tasks, especially from your processor. Make sure all other software is closed down where possible. Still experiencing problems? Test without other hosts and/or using another computer to find out where the problem originates from. Consider the use of a (more) modern computer for your webinar.

Screen sharing doesn’t work

Sometimes you may find that sharing your screen doesn’t go to plan – follow these steps and you’ll be back up and running in no time. If sharing slides or videos we always recommended uploading your presentation to your storage area by going to the + sign top left and selecting ‘storage’. This will ensure the best quality possible.

  1. Update Google Chrome
    Make sure your Google Chrome browser is always up-to-date. This might seem obvious, but it can make all the difference. Make sure to also use Chrome version 72 or higher, so no plugin is needed for screen sharing. Go to your Chrome settings to update your browser.
  2. Share a full screen for a presentation
    When you’d like to share a presentation (e.g. Powerpoint) in presentation mode, you may need to share your full screen. When sharing your screen you have that option, and if you’d like to share Powerpoint in presentation mode you will need to share your whole screen.
  3. Using Mac OS Catalina or higher?
    Ever since Mac OS version Catalina it’s required to separately give permission in your system preferences to allow Google Chrome to be able to read your screen data and share it. To do this, go to System preferences > Safety & Privacy > Privacy, and click on “Screen recording” and make sure you allow Google Chrome to have access to your screen.
    Please note: you need to restart Google Chrome completely after this change. So close it completely and restart the browser.