1. 12twenty Support
  2. Career Services Management (CSM)
  3. In-App Video and Command Center

In-App Video Troubleshooting Guide

Updated

This article provides a comprehensive troubleshooting guide to help you resolve common problems with in-app video chat.

Here are the top 5 tips for In-App Video Troubleshooting:

✔ Reload your Browser

✔ Restart your Browser

✔ Try a different Browser

✔ Try Incognito/Private mode

✔Restart your Device

For more a in-depth look at common issues, please see the sections below:

    1. Video Chat Not Connecting
    2. Poor Video Quality
    3. No Audio or Low Volume
    4. Video Freezing or Crashing
    5. Cannot Share Screen
    6. Participants Cannot Join the Chat
    7. Additional Tips

 

Common Issues and Solutions

Issue 1) Video Chat Not Connecting 

Possible Causes:

    • Poor Internet Connection
    • Server Issues
    • Firewall or Network Restrictions

Troubleshooting Steps:

  1. Check Internet Connection:
    • Ensure you are connected to the internet.
    • Switch between Wi-Fi and mobile data to see if the issue persists.
  2. Restart the Browser
    • Close your browser completely and reopen it.
  3. Try Incognito or Private mode
    • If you have browser extensions, like ad blockers, they can block your camera and microphone. 
  4. Update your Browser
    • Check for updates in your browser and install any available updates.
  5. Check Server Status:
  6. Firewall and Network Settings:
    • Ensure that your network allows video chat connections. Check your router or firewall settings for any restrictions.

 

Issue 2) Poor Video Quality

Possible Causes:

  • Low Bandwidth
  • Device Performance Issues
  • Browser Settings

Troubleshooting Steps:

  1. Check Internet Speed:
    • Use an internet speed test to ensure you have sufficient bandwidth for video chat
  2. Close Background Applications:
    • Close other apps or tabs that might be consuming bandwidth or device resources.
  3. Adjust Video Quality Settings:
    • Lower the video quality in your browser settings to match your available bandwidth.
  4. Device Performance:
    • Restart your device to free up resources.
  5. Update your Browser:
    • Make sure you are using the latest version of your browser

 

 

Issue 3) No Audio or Low Volume

Possible Causes:

  • Muted Microphone or Speakers
  • Audio Device Issues
  • Browser Settings

Troubleshooting Steps:

  1. Check Audio Settings:
    • Ensure your microphone and speakers are not muted and the volume is turned up.
  2. Select Correct Audio Device:
    • Ensure the correct audio input and output devices are selected in the browser settings.
  3. Check Device Connections:
    • Ensure any external audio devices (e.g., headphones, microphones) are properly connected.
  4. Restart your Browser:
    • Close and reopen your browser to reset audio settings.
  5. Try Incognito or Private mode
    • If you have browser extensions, like ad blockers, they can block your camera and microphone. 
  6. Update Drivers:
    • On a computer, ensure your audio drivers are up to date.

 

 

Issue 4) Video Freezing or Crashing

Possible Causes:

  • Insufficient Device Resources
  • Network Instability

Troubleshooting Steps:

  1. Restart the Browser:
    • Close and reopen your browser to clear any temporary issues.
  2. Clear Cache and Data:
    • Clear browser cache/data
  3. Update your Browser
    • Install any available updates to fix known bugs.
  4. Restart Your Device:
    • Turn off your device and turn it back on.
  5. Check Network Stability:
    • Ensure you have a stable and strong internet connection.

 

 

Issue 5) Cannot Share Screen

Possible Causes:

  • Permissions Issues
  • Compatibility Issues

Troubleshooting Steps:

  1. Check Permissions:
    • Ensure your browser has the necessary permissions to share your screen.
  2. Update the Browser:
    • Make sure you are using the latest version of your Browser.
  3. Restart your Browser
    • Close and reopen your browser.
  4. Compatibility Check:
    • Ensure your device meets the 12twenty’s minimum requirements for screen sharing.
  5. Try Different Network:
    • Sometimes network restrictions can prevent screen sharing. Try connecting to a different network.

 

 

Issue 6) Participants Cannot Join the Chat

Possible Causes:

  • Incorrect Meeting Link
  • Network Issues

Troubleshooting Steps:

  1. Verify the Meeting Link:
    • Ensure that you have shared the correct meeting link with participants.
  2. Check Network Connection:
    • Ask participants to check their internet connection.
  3. Update your Browser
    • Both the host and participants should ensure they are using the latest version of the browser
  4. Restart your Browser
    • Ask participants to close and reopen their browser
  5. Check for Server Issues:

 

 

Additional Tips

  • Regular Updates:
    • Keep your browser and device software updated to avoid compatibility issues.
  • Show up early:
    • Show up early to your scheduled interview or event so you can test your connection before you join.
  • Contact Support:
    • If none of the above solutions work, contact support@12twenty.com for further assistance.

 

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