When you experience problems with video calling, there are multiple possibilities why this is happening. Below is a checklist that you can go through to find the cause and a solution. The following points will be discussed:


  • Internet connection
  • Allowing camera and microphone
  • Sound
  • Hardware and software
  • Reload/refresh the page


If you want to prevent problems, you can do a pre-call test in advance: https://tokbox.com/developer/tools/precall/results. It checks the internet connection and whether the camera and microphone are working fine.  


The quality of video calling is best for the browsers Chrome, Firefox, Edge, and Safari. With Internet Explorer, it is not possible to make video calls. 


Video calling is not possible with the Minddistrict app. Of course you can log in over the web browser to be able to video call from a mobile phone. 


Internet connection


Video calling requires a lot from the network connection. A good foundation is crucial. In general, cable networks are more stable than wireless connections. If you want to test how strong your wireless connection is, you can use the following speed test: https://www.speedtest.net/. The speed reflects your connection with the internet (provider). To start a call, you need at least 2Mbps up- and download. 


Please note: There may be a quick connection with your internet provider but the quality of the video call may This has to do with the fact that the data ends up somewhere on the way at a bottleneck in the satellite connection. In general, the chances of this happening increase when the distance between callers is large. Just as the risk of traffic jams increase as travel distance becomes greater. 


Tip: You don't have a good connection at the moment? The network of a mobile hotspot is a strong and stable alternative. You can use it temporarily for the purpose of a video call. 


Permission for microphone and camera



To be able to make video calls, you need a functioning camera and microphone. Video calling works through the browser. When you start or receive a video call, you'll be asked to give the browser permission to use the camera and microphone. When you (accidentally) reject this notification or click it away, no video call can take place. To get a good conversation going, you can still give your browser permission to use the camera and microphone afterwards. 


In many cases, this is easy to solve. It varies by browser how you can do this:

  • Chrome, Firefox, Edge: Click on the lock icon in the address bar. A menu unfolds in which you can specify to unblock or allow the use of camera and microphone again. 
  • Safari tablet or mobile: Click on the 'aA' icon in the address bar. A menu opens. Click on 'website settings'. Here you can allow the use of camera and microphone.  
  • Safari MAC OS: In the top left, click on 'Safari' and then on 'website settings'. Here you can allow the use of camera and microphone. 


Usually, you have the option to adjust the camera and microphone settings via the browser settings. It varies by browser how exactly this should be done. Also check out the 'Settings' of your desktop, laptop, tablet, or mobile. It varies by device how to do this. 


Sound


The microphone that you use may absorb the sound from the speakers. This can cause an echo. Using headphones or earphones can fix this problem. For headphones or earphones that work with a bluetooth connection, there may be a delay in the sound. In this case, use headphones or earphones with a plug-in. 


Hardware and software


This may sound obvious but o be able to video call properly, it is necessary that your device works properly. Think of the power supply, software that is up to date, and the quality of any accessories such as an external camera or audio equipment. In addition, downloaded software or apps can interfere with the camera or microphone - software that provides filter options for webcams, for example. 


Do you want to see what system requirements we have for the proper use of the Minddistrict platform? Then click here.


Reload/refresh the page


Sometimes you can't explain why a connection is not established. Reloading/refreshing the page can sometimes solve unexplainable problems. 


In the address bar, you'll find the reload icon. When you use a desktop, F5 is the keyboard shortcut for reloading the page.