Troubleshooting Steps:
- Request the video chat link the customer is trying to access
- Login from your desktop/laptop using Google Chrome as your browser to test
- Turn on your microphone and video to confirm they are fully operational
- Next, use a different browser (Edge, Firefox, etc.) on your same desktop/laptop to login to the same video chat link
- Turn on your microphone and video to confirm they are fully operational
- Next, login to the video chat link using a tablet or mobile device
- Turn on your microphone and video to also verify they are fully operational during the video chat
- Log off and log back on to the video chat session
- If all else fails, recommend the customer to reboot their desktop/laptop, and ask them to login to the video chat after signing in
- If they still experience technical difficulties connecting to the video chat or they are unable to connect to audio or video, try these next steps
Troubleshooting Next Steps:
- Are you using a VPN connection to access the internet?
- The VPN connection could potentially block websites and Programs/Faculty Members will need to contact their IT Dept to resolve the issue
- IT Security Policies could potentially block new software/websites
- Meet with IT Director to understand the Institution’s IT Policies and whether it will affect/impact the Thalamus software application.
- Whitelist the following URLs / Add Site to Safe List:
- Clear the Internet Browser Cache (skip this step if already completed)
- We discovered several customers rarely delete their browser cache or cookies to refresh their website pages to the latest version.
- Customers may be accessing a cached/previous version of the website and deleting the browser cache removed the local copy from their desktop/laptop device
- Recommend Running the Twilio WebRTC Diagnostics Test: https://networktest.twilio.com/
Pre-Video Conference: Checklist – Technical Specifications
Browser Type: Preferred default browser Google Chrome
Operating System (OS) Version: Windows 10, OS macOS Catalina (10.15), macOS Big Sur (11)
Location & Network Connection: Check the network connection
- Office Network Connection
- Office Wi-Fi Connection
- Home Office/Remote – connected with a network cable to router/cable modem
- Home Office/Remote – connected to a reliable Wi-Fi Connection
Audio – Microphone Check:
- Desktop/Laptop – confirm microphone is turned on, the volume is turned up and not muted
- Desktop/Laptop – verify laptop has the latest drivers installed for microphone
- Video conference Equipment – verify all microphone cables are secure and connected
- Video conference Equipment – verify the hardware is not damaged and fully operational
Video Camera:
- Desktop/Laptop – confirm the camera is turned on, the view is not blocked or obstructed
- Desktop/Laptop – wipe/clean the camera lens
- Desktop/Laptop – verify laptop has the latest drivers installed for the video card
- Video conference Equipment – verify all video camera cables are secure and connected
- Video conference Equipment – verify the hardware is not damaged and fully operational
- External video camera – verify the camera is connected, powered on, the view is not blocked or obstructed
Other Applications Running in the Background:
- Other video conferencing platforms running in the background could potentially cause conflict due to microphone and camera priority limiting access to other video conferencing applications
- Recommend closing out other video conferencing platforms to reduce/resolve potential conflicts
- Video conference platforms: Zoom, WebEx, Google Meet, Microsoft Teams, GoToMeeting, etc.
- Anti-Virus Software – check to see if the anti-virus software is blocking or restricting access to the Thalamus website. Follow up with IT Department to inspect desktop/laptop anti-virus configuration.
- Windows Defender Firewall – check to see if the Thalamus website is being blocked by the Windows Defender Firewall. Follow up with the IT Department to inspect desktop/laptop configuration.
- Recommend exiting/disabling anti-virus and Windows Defender if both applications are the root cause of the connectivity issue(s).
Check the Connections:
- Are you using video conferencing equipment in a conference room or room in your office?
- Are all the video conferencing equipment devices plugged in and powered on?
- Is the power strip turned on and you can see a green or red light?
- Does the video conference equipment have the latest software/firmware update?
- Are all the power cables plugged into the video conferencing equipment and power source (outlet, power strip, etc.)?
- Is the network cable connected and securely plugged into the video conferencing equipment?
- Are the microphones and external speakers connected?
Software Updates:
- Have you run a software update on your desktop/laptop recently?
- Can you run a Windows Update to ensure you have the latest software/firmware installed on your desktop/laptop?
- Have you installed the latest MAC OS updates recently?
- Have you updated the OS to a new version recently?
- Have you installed any new applications on your desktop/laptop recently?
- Do you have any other video conferencing applications installed on this desktop/laptop?
- Are the latest microphone and video camera drivers installed on the desktop/laptop?
Comments
0 comments
Please sign in to leave a comment.