If you experience problems with video calling, there are several possibilities why this could be the case. On this page you will find a checklist that you can go through to find out the cause and how to solve it.
If you want to avoid problems, you can do a pre-call test in advance.(Opens in new window) This measures the internet connection and checks whether the camera and microphone are working properly.
Video calling requires a lot from the network connection. A good foundation is crucial. The most common cause of video calling problems is internet speed and/or quality.
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/.(Opens in new window) The speed indicates your connection to the internet (your provider). To get a conversation going you need at least 2Mbps upload and download. Is the measured speed much lower than your provider promises? Then the connection may be unstable and that can lead to reduced image quality.
Tips to improve your internet connection are:
- Restart the Wi-Fi router. Switch off the modem and remove the plug from the socket. Wait 10 seconds. Put the plug back in the socket and turn on the modem. Wait 5 minutes for the modem to boot up completely.
- Restart the device you are using to make video calls.
- Take a seat near your Wi-Fi router.
- Make sure the battery of the device you are calling with is sufficiently charged. Or, if possible, connect the device to the mains.
- If possible, connect the device to the modem with an internet cable.
- Test the internet connection again at https://www.speedtest.net/.(Opens in new window)
- Do the test results continue to disappoint? Please contact your internet service provider.
- rule out device issue.
If this doesn't solve the problem, test video calling with another device to be sure. The network of a mobile hotspot is a strong and stable alternative
The video calling infrastructure can handle a virtually unlimited number of simultaneous sessions and participants. However, the end-user's internet connection and device may potentially cause reduced image quality.
Currently, the Corona crisis is putting more strain on the internet worldwide. In addition, several family members may be on the same home network at the same time. This affects internet quality.
You need a working camera and microphone to make video calls. Video calling works via the browser. When you start or receive a video call, you will be prompted to allow the browser to use the camera and microphone. If you (accidentally) reject or click away this notification, 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.
It is important to get permission for both camera and microphone.
In many cases this is easy to solve. It differs per browser how you can do this:
- Chrome, Firefox, Edge: Click the lock icon in the address bar. A menu unfolds in which you can specify the block or allow the use of camera or microphone again.
- Safari tablet or mobile: Click on the 'aA' icon in the address bar. A menu will unfold, then click on 'website settings'. Here you can allow the use of camera and microphone.
- Safari MAC OS: Click on 'Safari' and then 'website settings'. Here you can allow the use of camera and microphone.
You can often also adjust the camera and microphone settings via 'Settings' from the browser. It differs per browser exactly how to do this. You can also look at 'Settings' from your desktop, laptop, tablet or mobile. It differs per device how you can do this.
Our platform can be used on hundreds of different devices with different software. The video calling functionality is also suitable for this. It is possible that the use of the camera and microphone is allowed in the browser, but that the camera and/or microphone is not properly adjusted somewhere in the settings of your device. So check the system settings of your device if you experience problems.
In addition, there may be several applications open on your device, such as other video calling applications, that keep image and/or sound occupied so that you have no image or sound in the Minddistrict platform. Make sure that your applications where the camera and/or microphone are used are properly closed. Should this not be the case? Restart your device. This may solve the problem.
The microphone being used may pick up the sound from the speakers. This can cause an echo. Using headphones or earphones can solve this problem. With headphones or earphones that work with a Bluetooth connection, there may be a delay in the sound on the connection. In that case, use headphones or earphones with a plug-in.
Are you, as a therapist, making a video call on a mobile device via an internet browser and are you receiving a mobile call during the video call? Then the microphone of the video call will be switched off (even if you reject the incoming mobile phone call). You can switch the microphone back on by clicking on the red button with the call (leave call) within the Minddistrict video call. After this you can immediately click on the green button with the call (join again).
This sounds obvious, but in order to make video calls properly, your device needs to work properly. This includes 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 may interfere with the camera or microphone. For example, software that provides filter options for webcams.
The browser contributes to the quality of the video calling. Make sure your browser is up to date. The most recent version ensures the best video calling quality.
Sometimes you can't explain why a connection won't get going. Reloading/refreshing the page can sometimes solve unexplained problems.
In the address bar you will find the reload icon. When using a desktop, F5 is the keyboard shortcut for reloading the page.
As you notice, there are many factors that can influence your video call. It may take some time to find out what is causing the problem. If you run into a problem but you want to be able to start a video call quickly, try opening Minddistrict in a different browser first.
If you are still experiencing problems, start Minddistrict from another device. If you're working on a desktop or laptop and have a phone handy, open Minddistrict from a browser on your mobile phone (or vice versa). You can later troubleshoot where the problem occurred at a quieter time.