Troubleshooting Guide Windows

Most common issues and suggested troubleshooting steps, attempt in order.

Windows

Browser needed: Google Chrome

Camera issues:

• Simple black box with no image?

  • Check for privacy slider covering camera

  • Restart laptop
    
    

• Grey box with icon of camera inside or no image at all?

  • Find camera switch on laptop

  • Find camera key on keyboard

  • Make sure correct camera is being used in Google Chrome

  • Check built in Windows camera app, can you see yourself?

    • Yes

      • Chrome problem, try different browser

    • No

      • PC problem, use alternative device
        
        

Microphone issues:

• Check mic mute status (sound settings -> click on the mic being used -> check the mic isn’t muted)
  
  

Speaker issues: 

• Check output device is showing the correct speakers

• Restart PC

• Plug in headset, same issue?

  • Yes

    • PC problem, use alternative device

  • No (resume troubleshooting)

• Visit sound settings in control panel and check the correct speaker device is selected as the default device

• Try alternative device
  
  

Connection issues:

• Won’t connect at all or poor connection quality (jittery / blurry video, unclear / glitchy audio)

  • Won’t connect at all

    • Is the laptop provided by a school or workplace or is the client using school or workplace wifi / network?

      • Yes

        • Connection might be blocked, perform connection test via Panacea dashboard and monitor results

      • No (resume troubleshooting)

  • Poor connection quality

    • Run speedtest on speed.cloudflare.com or fast.com 

      • Speeds better than 5-10mbps for both upload and download should be good. Latency over 300ms can be signs of an issue though

    • Restart device

    • Get close to wifi router

    • Ensure no other devices on the network are using high demand traffic (streaming 4k video etc.)

    • Restart router

    • Try alternative device