This article is intended to show common troubleshooting steps for the issue where a video session attendee is able to be seen and heard but can't see or hear another participant.
This issue happens when an attendee is able to subscribe to the other attendee's audio and video feeds in the video session, but is unable to publish their own audio and video feed.
These are the most common reasons the issue occurs, and troubleshooting steps for each issue:
- Attendees are not Active
- Network Connection
- Multiple Tabs or Applications
- Unsupported Browser
- Outdated Browser or OS
Attendees are not Active in the Session at the Same Time
It's important to ensure both attendees are active in the session at the same time before continuing to troubleshoot. As a simple first step, each attendee should refresh the page in their browser, and rejoin the session, to re-establish the connection. Refreshing and rejoining manually forces you to re-publish your audio and video feed to the session, and could resolve the issue if the initial connection failed.
To check if other attendees are active in the session, simply click the attendees icon from the session menu. This will show the name of all attendees scheduled for that session. Each attendee will have a dot next to their name that turns green if they are active in the session. If the other attendee does not have a green dot, it means they are not active in the session.
- A yellow dot indicates they are on the lobby page but haven't clicked "Join session
- A red dot indicates they are inactive, and either haven't joined the session, or they joined and then left the session.
Network Connection
A struggling or inconsistent network connection can cause a user to join a video session without successfully publishing their own audio/video, resulting in the participant being able to see or hear the other attendees, without the other attendees being able to see or hear them.
To resolve the issue:
- Ensure your internet connection is capable of completing an online video session. We recommend joining on a stable home Wifi connection if possible.
- You can run a speed test on your device through the following link - https://www.speedtest.net/
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Recommended ping for the platform is 25 or less.
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Recommended download speed is 3Mbps or higher.
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Recommended upload speed is 3Mbps or higher.
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- You can run a speed test on your device through the following link - https://www.speedtest.net/
- If joining on a mobile device, try switching from cellular data to Wifi or vice versa
- If joining from a home internet connection, try resetting your Wifi router, moving closer to the router, or joining on a computer connected to your router with an Ethernet able.
Multiple Tabs or Applications Attempting to Access Camera and Mic.
Multiple tabs and applications attempting to use the camera and microphone on your device can also cause this issue to occur. It's important to close any open browsers, tabs, windows or apps that may be using your microphone or camera in the background when you attempt to join the session.
This can also be caused by having multiple tabs open with the same session on the same mobile device, or having another video conferencing application open in the background, such as Teams, Zoom or Google Meet.
The most common instance of this issue is if the patient is talking to the provider or a staff member on the phone at the same time they are joining the session on that same mobile device.
Unsupported Browser
Attempting to join a session on a browser that isn't supported, an older version of a supported browser, or an outdated operating system can also cause this issue to occur.
Our supported browsers include:
- Chrome
- Firefox
- Microsoft Edge
- Safari
If you are joining on a supported browser and still experiencing the issue, we recommend trying to join the session in another supported browser. If another browser is successful, it could indicate that there is a security setting, firewall, or browser extension preventing you from connecting on your default browser.
Please Note: The Samsung Internet browser and Duck Duck Go are not supported by our platform. If you are experiencing this issue, and joining on one of those browsers, please switch to a supported browser.
Outdated Browser or OS
If you are joining on a supported browser, but the browser version is outdated, this could also cause the issue to occur. To learn how to check for updates and update your browser, click here.
Likewise, an outdated Operating System version can cause similar issues in our video session. It is important to check for software updates on your device, update your device to the latest version, and restart your device regularly to ensure automatic updates take effect.
If you believe you might be using an older OS version, check your device settings for updates, download the update and restart your device.
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