Articles in this section

Issues with videocalls

  • Updated

If you experience any problems with video calls, below you will find a troubleshooting tutorial to solve the problem.

From PC 💻

Google_Chrome_icon__February_2022_.svg.png  Chrome

  1. On your computer, open Chrome and go to a website.
  2. Click on the icon to the left of the web address: "Lock", "Information" or "Dangerous".
  3. Click on "Website settings".
  4. Click on the "Remove permissions" button.

mceclip0.png  Firefox

  1. Click the Site Info button "Site Info" on the left side of the address bar.
  2. Go to the "Permissions" section.
  3. Click the X next to "Blocked" or "Temporarily Blocked" to change the status to "Allowed" or "Temporarily Allowed" and allow access to your device's camera and microphone.

From mobile phone 📱

  1. Check that the application is up to date: access the Play Store (Android) or App Store (iPhone) and verify that the "Update" button is not displayed.
  2. Ensure a good internet connection, preferably Wi-Fi or at least a 4G network.
  3. Try to close background applications that may consume the internet while on a video call.
  4. Be in a quiet and well-lit place, avoiding ambient noise.
  5. Log out and log back in. Sometimes session permissions are corrupted and can cause video call service crashes.
  6. Battery saving mode and Bluetooth connections can cause problems with the video call. Try to have them disabled during the session.
  7. Make sure that no other application is using the camera, microphone, and/or headset. Apps such as Whatsapp, Instagram, or Facebook can interfere even if they are in the background.

If after following these steps the platform still does not work, check your connection. If it gives less than 20Mbps, the video call problems may be due to a poor connection. You can check this on the website Fast.

🔔 It is also advisable to clear the cache. You can do this from the following links:

Google Chrome:

https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=es-419

Mozilla Firefox

https://support.mozilla.org/es/kb/limpia-la-cache-y-elimina-los-archivos-temporales-

 

👁‍🗨 How to keep the tool up to date?

Finally, in the event of an incident, it is always advisable to keep everything duly updated.

On the Web: if you get a pop-up window asking you to update, click on it. If this does not solve the problem, try clearing the cache and logging in again with your username and password.

in the App: check from the store that you have it updated to the latest version.

 

 

Related articles