The leading cause of video player issues comes from poor connections and outdated browsers. Make sure you have reviewed the Video Session Tips page and followed the bast practices for preparing for a video session.
If you have done so, and still have issues with your video player, please see the following tips:
* If none of the tips below resolve your video session issue, please contact your account manager for additional assistance.
If your webcam does not work and you can’t see images, try these steps:
GENERAL 1.Try a different browser – Browser settings change between operating systems, and sometimes just changing browsers will solve the issue. 2.Close all other applications that use the webcam. Then try accessing the webcam from the video session window - Only one application can use a webcam at a time. 3.Restart the computer - Sometimes background process can pile up and hold back features you are trying to access. Restarting gets rid of the build-up. 4.Check that your webcam is plugged in and the drivers are updated - When using an external webcam/microphone it's important the webcam is fully plugged in and switched on. The drivers for the webcam must also be up to date to ensure it will connect properly with your computer/laptop.
MAC OS X
The "No Camera" error is sometimes a result of an OS X bug.
If you are having this problem, try this fix:
1. Close all the applications that are using the camera (such as FaceTime and Skype). 2. Open a terminal (Launchpad -> Terminal). 3. Type the following command: sudo killall VDCAssistant 4. Re-open the Video Session. You should see that the camera is working now.
FIREFOX FireFox has a few security settings that can sometimes interfere with video playing. Change pop-up blocker settings on Firefox On Windows: 1.Open Firefox. 2.From the Tools menu, choose Options. 3.Deselect Block Pop-up Windows and click OK. On Mac OS: 1.Open Firefox. 2.From the Firefox menu, choose Preferences. 3.Click the Content button and then deselect Block Pop-up Windows. Enable JavaScript on Firefox On Windows: 1.Open Firefox. 2.Choose Tools > Options to open a dialog box. 3.In the row of colored icons at the top, click Content. 4.Select the Enable JavaScript checkbox. 5.Click OK. On Mac OS: 1.Open Firefox. 2.From the Firefox menu, click Preferences. 3.In the row of colored icons at the top, click Content. 4.Select the Enable JavaScript checkbox. 5.Click OK. Clear the cache on Firefox On Windows and Mac OS: 1.Open Firefox. 2.Choose Tools > Clear Recent History. 3.Click the pop-up menu to the right of Time range to clear and select Everything. Then, click Details and select both Cookies and Cache. Click Clear Now.
INTERNET EXPLORER - Internet Explorer 8 Reset to default settings on Internet Explorer 8 1.Click on Tools > Internet options 2.In the Advanced tab, go to Reset in "Reset Internet Explorer settings". 3.Click the Reset tab and follow the prompts. 1. Update Internet Explorer to the latest version.
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You can experience poor video performance if you have low network bandwidth or lower than recommended hardware requirements. Free as much network bandwidth as possible. 1.Turn off applications that are using bandwidth, such as instant messengers, and peer-to-peer sharing applications. |
You may experience a situation where the video is working, but the audio is not. You can experience poor audio performance if you have low network bandwidth or lower than recommended hardware requirements. If bandwidth/hardware requirements are not an issue, check the following: Check that your speakers are turned on. 1.Speaker settings (for internal and external speakers) can be controlled from your desktop screen. Make sure the speakers are on and the volume is turned up. 2.If you are using external speakers, check that they are plugged in and switched on. Check that the volume setting on the video display window is turned up. 1.Slide the Volume setting arrow all the way to the right to turn up the playback volume. |
On occasion one party will be able to hear audio, but the other will not. Check that you have selected the correct microphone from the video settings menu. 1.Click the Settings button at the bottom of the Video Session window. 2.Click the drop-down menu under Select Microphone and confirm the microphone checked is the appropriate one. 3.Click continue. Adjust the Microphone Sensitivity - If the microphone sensitivity is too high on one side, that party’s microphone will be the only one to pick up sound. 1.Slide the Mic setting arrow under your personal display preview box up and down, testing for simultaneous audio.
Check that the volume setting on the video display window is turned up. 1.Slide the Volume setting arrow all the way to the right to turn up the playback volume. |
If the quality of your video sessions was previously adequate, and suddenly things are not working as well, there are a few things to be aware of: You can experience poor video performance if you have low network bandwidth or you are running excessive background processes.
“Too many cooks in the kitchen” Free as much network bandwidth as possible - Turn off applications that are taking bandwidth away from your video session connection, such as instant messengers, and peer-to-peer sharing applications. Restart your computer – If your computer has been running for a long period of time, background processes can build up and use up your system resources (RAM). Rebooting (same as Restarting) your computer helps to wipe those processes clean so your computer can focus on current tasks and run more smoothly.
“It’s not me, it’s you.” Make sure your client is doing everything right – All the issues you may face (low bandwidth, slow internet connection, not enough RAM, etc.), your client may also face. Direct your clients to the portal help guide*, or go over troubleshooting tips with them. *DO NOT direct your clients to contact CounSol.com – this is a breach of privacy and is discouraged in all cases. Contact your account manager for assistance if the issue can not be resolved.
“We’re going to need a bigger boat.” Make sure your hardware and internet connection are strong enough for the demands of a secure video connection – as you add programs to your computer, or users in your office, the resources that were previously allocated to only you and your video connection may be spread thin. In some cases, the solution is upgrading to a faster computer or purchasing a faster internet connection. Try running a connection speed test (on any free speed test website), then compare your connection speed and system hardware to the minimum requirements listed below.
Minimum requirements to attend virtual sessions on various devices: Network Bandwidth requirements •> 512Kbps upstream •> 2 Mbps downstream •< 120 milliseconds of latency
Supported Devices Microsoft Windows ( Laptop or PC ) •Minimum Browser Version: Google Chrome 74, Mozilla Firefox 60, Opera 60, Microsoft Edge 18 •Windows 10, 8.1 (32-bit/64-bit), Windows 7 (32-bit/64-bit) •Dual Core Processor or greater •2 GB of RAM (4 GB recommended) •Webcam and Microphone
Mac OS ( MacBook, Mac Mini or iMac ) •Minimum Browser Version: Safari 12, Google Chrome 74, Opera 60 •Mac OS 10.12.x or newer •Dual Core Processor or greater •2 GB of RAM (4 GB recommended) •Webcam and Microphone
Chrome OS or Linux ( Laptop or Desktop ) •Minimum Browser Version: Google Chrome 74, Opera 60 •Dual Core Processor or greater •2 GB of RAM (4 GB recommended) •Webcam and Microphone
iOS ( iPhone or iPad ) •iOS 12.x or newer •Safari Browser
Android ( phone or tablet ) •Android browser 67 or newer •Chrome Browser 74 or newer •Opera Browser 60 or newer •Front Facing Camera and Microphone |
