Troubleshooting Live Video Sessions

If you are facing issues with your live video sessions (i.e. blurriness, choppiness, slowness, etc.), please try the following steps:

  • Ensure that you have a good internet connection.
  • Make sure you are not connected through a VPN network.
  • For audio and/or video issues, make sure your device's microphone and camera are enabled. 
  • Check the App Store or Google Play Store to make sure your app is updated.
    • If your app is updated, delete and reinstall the app.
  • Restart your phone, computer, or tablet.
  • Restart your Wi-Fi router.
  • Reset your phone or tablet's network settings.
    • Android Devices
      • Go to Settings > Backup and Reset > Reset Network Settings > 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.
    • Apple 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.

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

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