Troubleshooting Live Video Sessions

If you are facing issues with you live video sessions being choppy, blurry, dropping, audio/video out of synch or any other issue with audio/video quality please try the following steps to help resolve:

  • Ensure that you have good network and internet connectivity
  • Not connected through a VPN network.
  • Check the iOS Store or Google Play Store to make sure your app is up to date
    • If your app is up to date, then remove and reinstall the app
  • Restart your phone or tablet
  • Restart your router 
  • Reset your phone or tablet's network settings
    • Android devices:
      • From the Home screen, navigate: Settings > Backup and reset
      • Tap reset network settings
      • Tap RESET SETTINGS.
      • If applicable, enter the PIN, password, fingerprint or pattern then tap RESET SETTINGS again to confirm.
      • A "Network settings reset" pop-up should briefly appear.
    • iOS devices:
      • Go to Settings > General > Reset > Reset Network Settings.
      • This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

If you continue to have issues please reach out to our customer support team. 

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