Launching April 2018

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Common Conference Call Problems

  • Follow this guide to check for common conference call problems and how to resolve them.
  • Audio Conferencing Problems


    Many audio conferencing problems any be attributed to not having your peripherals set up properly.
  • Your audience can’t hear you:

  • Check that your microphone is the default input device for your PC or Mac, and that it is at a suitable volume:
    Windows: Right-click the speaker icon from the task bar (located at the bottom right of your screen). You may have to click the up arrow before it appears:
    troubleshooting process when resolving audio conferencing problems, check sound
  • Select ‘Recording devices’ from the pop-up menu:troubleshooting process when resolving audio conferencing problems, check device
  • Select the desired microphone input and click ‘Set Default’.troubleshooting process when resolving audio conferencing problems, ensure default device is selected
  • Right-clicking the device from the list above and selecting ‘Properties’ also allows you to check the microphone’s volume:troubleshooting process when resolving audio conferencing problems, check mic level
  • Mac: In the top left corner of the screen, click on the Apple logo. Select System Preferences. In the menu, select Sound. Go to both Output and Input, and select your headset in both menus.
  • Another common audio conferencing problem involves the selection of the correct input device, check you’ve shared your microphone in the application.
  • Our software will always give you video and audio options at the start of each session: troubleshooting process when resolving audio conferencing problems, select the right option when joining
  • Re-joining will allow you to make sure you’ve chosen to share your audio. Alternatively, you can change these drop-down options from the meeting console:
  • Click Settings:troubleshooting process when resolving audio conferencing problems, change the settings if need betroubleshooting process when resolving common conference call problems, select the right device within the console
  • Under ‘Select Devices’, make sure the microphone selection matches your operating system’s default microphone.
  • Check your browser’s website permissions. You may have unintentionally denied access to your microphone in the past. To change this, follow the instructions below:
  • Chrome: Click Menu > Settings > Advanced > Privacy and Security > Content Settings > Microphone. Remove any reference to ConferencePlatform and re-join the session.
  • You can also check in the browser session, by clicking on the video icon on the right-hand side of the Address Bar: troubleshooting process when resolving common conference call problems, ensure Chrome can access your devices
  • Check for conflicts with other programs: If you’re running another application, such as Jabber or Skype for Business, it may be utilising your microphone. Please close this software and re-join the session.
  • Make sure you aren’t muted in the application itself. The microphone symbol next to your name in the participant list should be green and can be toggled on or off. troubleshooting process when resolving audio conferencing problems, make sure you’re not muted in the meeting
  • If connected via a video conferencing unit or mobile, check you’re not muted on the machine or handset itself. Please refer to the relevant hardware documentation for further troubleshooting.
  • You can’t hear your audience:

  • Check your speakers aren’t muted:
  • Windows: Check the speaker icon in the task bar (located at the bottom right of your screen). You may have to click the up arrow before it appears:troubleshooting process when resolving audio conferencing problems, check the speakers
  • An ‘x’ indicates sound is muted. Left-click to alter the volume. troubleshooting process when resolving audio conferencing problems, check Windows is not muted
  • Conferencing Unit/Mobile: The volume may be turned down on either the unit itself, or on the output of any related audio device. For further help, please refer to the hardware’s documentation.
  • Check that your speakers or headset are the default selection:
  • Windows: Right-click the speaker icon in the task bar (located at the bottom right of your screen). You may have to click the up arrow before it appears:troubleshooting process when resolving audio conferencing problems, check the speakers on your device
  • Select ‘Playback devices’ from the pop-up menu:troubleshooting process when resolving audio conferencing problems, select the device for audio out
  • Select the correct output device and click ‘Set Default’:troubleshooting process when resolving audio conferencing problems, check the status of the device for audio out
arrow-conference

Video Conferencing Problems

  • Video Conferencing Problems


    Users may have decided not to share their video, check if this is the case before looking to resolve common video conferencing problems.
  • You can’t see your audience:

  • You may be using a slow connection – in low bandwidth situations the application prioritises audio. Video will resume once the connection speed has improved.
  • If a participant is sharing their desktop, only that will be visible if the application is in full-screen mode. Exit this mode to see the video feed of the meeting in the secondary video box.
  • Your audience can’t see you:

  • If you’ve limited bandwidth, the application and mobile app will prioritise audio only. When connection speeds improve the video stream will resume.
  • Another common video conferencing problem, as with audio, involves the selection of the correct input device, check you’ve shared your camera.
  • Our software will always give you video and audio options at the start of each session:troubleshooting process when resolving video conferencing problems, ensure video was selected when joiningRe-joining will allow you to make sure you’ve chosen to share both your video and audio. Alternatively, you can change these drop-down options from the main screen:
  • Click Settings: troubleshooting process when resolving video conferencing problems, change the settings if need be troubleshooting process when resolving common conference call problems, select the right video deviceUnder ‘Select Devices’, make sure to select the correct hardware. You’ll be automatically reconnected to the session with the new device active.
  • Check that you’ve not accidently turned off your video feed in the application. The symbol for your camera can be found under the secondary video feed, or next to your name in the participant list. It should be green and can be toggled on or off. troubleshooting process when resolving video conferencing problems, ensure you are sharing video within the meeting
  • Check your browser’s website permissions. You may have unintentionally denied access to your camera in the past. To change this, follow the instructions below:
  • Chrome: Menu > Settings > Advanced > Privacy and Security > Content Settings > Camera. Remove any reference to ConferencePlatform and re-join the session. You can also check during the browser session, by clicking on the video icon on the right-hand side of the Address Bar: troubleshooting process when resolving common conference call problems, ensure you are sharing video within the meeting
  • If you’re using a video conferencing unit, check that you’re sending the video. Many devices have the ability to suspend the feed.