Technical issues on desktop devices

We provide participants with tips and instructions to help them get started smoothly, but please keep in mind that a slow or unstable internet connection is often the root cause of problems. If you or your participants run into difficulties, checking the internet connection is a good first step before trying other solutions.

Screen freezes, no video or no sound

Possible causes

• The participant is using an outdated browser
• The participant is using a corporate laptop or corporate network
• The participant has an unstable internet connection

Possible solutions

1. Check if the participant is using Google Chrome.
2. Ask the participant to verify that the browser has permission to use the camera and microphone:
   1. In Chrome go to Settings → Privacy and security → Site settings → Camera/Microphone and allow access.
3. Close other video calling programs that may block the camera or microphone.
4. Ensure a stable internet connection to prevent interruptions and delays. If a corporate laptop or network is being used, ask the participant to switch device and/or network.
5. Check whether the internet connection is stable enough (preferably wired or close to the router).

Screen share does not work

Possible causes:

• Participant has not given permission to the browser for screen share

Possible solutions:

1. Verify that the participant is using a supported browser (preferably Google Chrome).
2. Ask the participant to grant the browser permission for screen sharing again.
3. On macOS: have the tester go to System Preferences → Security & Privacy → Screen Recording and allow the browser.
4. Close other applications that may block screen sharing (e.g. Teams or Zoom).
5. Ensure a stable internet connection (wired or close to the router).
6. Ask the tester to restart

Audio is not working

Possible causes:

• Incorrect microphone and/or speaker is selected
• Microphone is being claimed by a different software program (e.g. Teams, Zoom, etc.)

Possible solutions:

1. Ask both parties to check if the correct microphone and speaker are selected in the browser.
2. Make sure no other apps are open that are using the microphone. Close programs such as Teams, Zoom, etc.
3. Have the participant restart the browser and rejoin the session.
4. Check the volume settings and whether the headset (if used) is properly connected.
5. Ensure a stable internet connection, as poor internet may cause audio delays, or loss of video and sound.