• 1. Try the following

    • On a computer use Chrome or one of our Desktop Applications for Mac or Windows

    • On your phone or tablet install and join our mobile app*


    2. If you are still experiencing difficulties on your call, try these tips below.

     

    Try turning off your cameras to allow the audio to flow better.

     

    Consider dialing into a meeting instead of using computer audio. Use the option to join by phone, which will give you a clearer audio connection, and you can still view the meeting’s video on your smartphone screen (or computer) if you need to.

     

    Disable HD (high definition) video and use SD (standard definition) instead to free up more internet bandwidth. If your platform allows this, you can go to the video settings on your app to enable or disable HD video.

     

    Having too many open browser tabs and apps can impact your video quality. Close down all tabs and apps that you don’t need. Close other applications running at the same time. If you have applications, such as mail, open and running in the background, close these for the duration of your call.

     

    If you need to share your screen to present or collaborate during a meeting, turn off your video so you’re not using the video bandwidth required for both at the same time. Share your screen only as long as necessary, and encourage others to do the same, as this can improve call quality for everyone.

    3. How can I improve my internet connection?

     

    Try moving your device and workstation closer to the WiFi router in your home or office.

     

    Use a WiFi extender to extend the wireless range to areas of your home that are farther away from the router.

     

    To maximize the performance of video conferencing, you should ensure that no other services are using your broadband connection at the same time. If there are several people in your household, kindly request that they avoid broadband use while you are on your call. Turn off all video streaming and downloads as these can be particularly problematic.

     

    If you can’t get close enough to your wireless router to get a strong WiFi signal, disable WiFi and use your phone’s LTE signal instead and move to a place in your home where you have the maximum number of bars indicating the best LTE signal strength on your mobile device.

     

    Connect your device/computer to your router using an Ethernet cable if possible. Wi-Fi is often the weakest link in a home network and introduces increased average latency (time delay) and sporadic latency spikes to an Internet connection (which are particularly problematic).

     

    Joining video calls on a mobile device

     

    If you’re using a smartphone instead of a computer to join a video meeting, consider these additional tips:

     

    Turn off incoming video if it’s not needed. This will improve audio quality and use up less battery. If you need to have video turned on, have a charger or mobile power bank handy.

     

    Services such as Netflix, YouTube, and downloads quickly fill up buffers in broadband equipment, which prevents the time-sensitive data packets for video conferencing from getting through on time.

     

    Additional tips

     

    Use headphones to eliminate annoying echoes. While many people using video conferencing services listen using the built-in speaker on their device, we strongly recommend that you use headphones for a number of reasons.

     

    Use a dedicated microphone located close to the mouth (e.g. a lapel microphone). It is a well-known principle in videography that, despite all the effort typically placed to maximize picture quality, the sound is actually more important.

     

    If you use a VPN to access an organization network, try disconnecting from it during video meetings whenever possible, as it will route data through a longer path and can cause lags and hurt video and audio quality.

     

    Ensure you are running the latest version of your video conferencing application and operating system and download any updates before you have your video call. By running the very latest video conferencing version, you’ll have access to the best quality video and audio codecs available, as modifications and improvements generally occur on a regular basis.


    **Not all subscriptions have access to desktop and mobile apps. Contact your administrator to check your plan.