Troubleshooting Tips for Virtual CatchUps

Use the following troubleshoot steps to help with resolving technical issues experienced with Virtual CatchUps on Chirpy

The key is the video calls work in your browser so your browser needs be running smoothly. Do you have browser blockers? Or lots of tabs open? These can affect your call quality!

Tips for the best video call experience

Most common problems with video calls can be solved in a couple of steps. For the best video call experience, we highly recommend you do the following before a call:

Test your camera and mic
Use an updated browser, preferably Chrome
Check that your browser has access to your camera and/or mic
Connect to a stable network, preferably through an ethernet cable, especially if you are using an older device
Use headphones or a headset to prevent background noise and audio feedback

You can run a test at https://test.webrtc.org to diagnose any problems before you get started.

Solving issues

The following steps solve most issues with video meetings:

Reload your browser.
Try using an Incognito window, or Private mode.
Quit and reopen your browser. (On a Mac, hold Command (or Cmd) ⌘ + Q for a few seconds to quit Chrome.)
Make sure other apps aren't using your camera/mic. (For example, another video or conferencing product.)

If those steps don't work:

Try another browser (we suggest Chrome).
Reboot your computer.
These steps also can help:
- Close down background apps that might be using Internet, like Dropbox
- Try another computer or mobile device.
- Try a different network.

Experiencing Problems?

Are you using an ad blocker, or do you have any browser extensions installed?

These might block access to your camera. Try opening an Incognito window.
Can others not hear you?
Your browser may not be set to the correct mic settings.
Can you not hear others?
Check that your audio is routed to the correct speaker or headphones.
Are you using Windows?
Check for system updates.

Experiencing Packet Loss Issues?

Packet loss is different from your speed test or download speed. Packet loss reflects UDP data, which is the data transmitted when you stream live media. When streaming live media, network issues often relate to an OS-level root cause. That's why, if you're having issues, rebooting often is a smart thing to try.

Video calls need a good connection. Because a video call streams live media, having a fast internet connection is not enough. It's not unusual for a caller to have a great network, but experience packet loss on a call. Network congestion, firewall barriers, and/or old or affected hardware (like a router that needs rebooting) can play a role.

If you're seeing packet loss, during your call try:

Rebooting your computer
Moving closer to your WiFi router
Connecting via Ethernet, or switching to a 5G network if possible
Limiting background tasks and close any applications that use up internet resources, like Dropbox
While it's not ideal, try switching off the camera

Generally, bandwidth is associated with download and upload speeds. Fast buffering on a site like YouTube is typically indicative of good bandwidth. Again, keep in mind that video calls do not have the option to buffer! You're talking live, with others. As described above, that's why packet loss is really important.
Having said that, bandwidth of course is key, too. When in a video call your browser will only use as much download/upload data as it needs. A 8 person call will use more bandwidth than a 2 person call.

Quick Fix: 5 Tips

Your browser is like any program or software. If you have not refreshed it in a while, it might need a refresh.

Often the fastest fix is too reboot your device. It solves many issues and saves you from troubleshooting. Restarting clears temporary cache and resets network settings.
Make sure your browser is up-to-date. Running the latest version of any browser will guarantee a more stable experience. Generally browsers will update in the background. To check, or manually update, you can follow these instructions: Chrome, Safari, Firefox
Restart your browser: If you have not closed your browser in a while, it's useful to restart it. Also, try not to have a lot of tabs open during a call. That can bog down your device.
Try Incognito mode: This helps with a lot of troubleshooting. For example, if you have browser extensions, they might block your camera. Incognito mode, which does not load extensions, allows you to cleanly load the call.
Limit background tasks: Try to limit running tasks in other applications. For example, no YouTube while you're in a video call. Close applications that may be using up your internet, these may include apps running in the background.

Here's an example. When you're watching Netflix, you are not streaming live media. Your device is buffering the content you're downloading. This can't be done during a video call because the data you are streaming is live.

It's not unusual for a user to have a great network, but experience packet loss on a call. Network congestion, firewall barriers, and/or old or affected hardware (like a router that needs rebooting) can play a role.