Video Call Best Practices

Here is a list a best practices that help create the best experience during a virtual session

• Try using headphones or a headset to reduce background noise and improve focus

• Mute yourself when you aren't speaking, so as not to distract from those currently speaking or cause echo

• Use a browser that is up to date. Chrome or a Chromium-based application provide the best user experience

• Verify your browser has access to Camera and Microphone, then be sure to test before your call:

  • How to enable Camera and Microphone for Chrome
    • Desktop
    • Android
  • How to enable Camera and Microphone for Firefox
    • Desktop
    • Android
  • How to enable Camera and Microphone for Safari
    • IOS
  • How to enable Camera and Microphone for MacOS

Initial Troubleshooting Steps

Many of the most common issues experienced while on a video call can be resolved by taking the following steps:

• Refresh your browser page

• Try loading the page in a private or incognito window

• Quit/close your current browser and try joining from a different browser

• Close any other applications or tabs that may be controlling access to the camera or microphone

• Sometimes bad browser data can interfere with the video experience. Try clearing your cache and cookies to correct the issue. Please see here for steps on how to clear your cache.

Resolving Choppy Audio or Video

There are a number of factors that can contribute to inconsistent quality on a call, like network conditions and computer processing power. Work through the options below to try and improve the experience:

• Try restarting your WiFi router
• Get closer to the router, or connect via ethernet
• If possible, try connecting via another network temporarily (for example, a hotspot connection)
• Close any applications or browser tabs that you aren't actively using on the call
• Disable any background video effects or noise reduction
• Turn off your video while on the call

More information on resolving connection issues can be found here.

Blocked Camera & Microphone Access

If you are receiving an error regarding a missing browser permission then, permission for the session to use your camera or microphone may have been accidentally blocked. Or, your browser doesn't have your device's permission to use the camera and microphone.

For more information on resolving missing permissions for your camera or microphone please see here.

Difficulty Connecting to the Call or Not Receiving any Audio/Video

In some cases, privacy and security tools or settings can interfere with the media being exchanged in a meeting. Check the options on your device or your network to make sure you're able to connect to a call:

• Disable any ad-blockers, VPN, or privacy extensions. Occasionally, browser extensions can interfere with how Whereby loads, which can manifest as video, audio, or room joining issues.
• Check your firewall, proxy, or other security software (like anti-virus) to make sure they aren't blocking connection requests. You can try temporarily disabling them to see if it improves the connection. Port 443 will need to be open to all TCP and UDP traffic for a meeting to work.
• If you aren't receiving any audio/video (i.e. can't see/hear everyone), then we recommend going through the troubleshooting steps in the Resolving choppy audio or video section above, too.
• For access code related issues please see here

Resolving Disconnects on Mobile

If you lock your phone while in the call, you can experience a disconnect from the room a few minutes later. We suggest keeping the call active with your screen on in order to prevent this from happening.

If you have Apple's iCloud Private relay feature turned on for your device, you may also get disconnected from the room every 5 minutes. You can either turn this feature off or join the call from another browser, such as Chrome. Only calls on Safari are impacted by this feature.