Video Call Troubleshooting Guide

Please attempt these troubleshooting steps in the order listed.

1. Universal Quick Fixes (All Devices)

Before diving into device settings, try these four fast fixes:

• Leave and rejoin the session: This re-establishes the connection and can resolve issues where a device hasn’t connected properly

• Check permissions: Ensure your browser has permission to access your camera and microphone (look for a small camera/padlock icon in your address bar).

• Verify browser choice: Use Google Chrome on Windows, Mac, Chromebook, and Android. Use Safari on iPhone/iPad.

• Plug in a headset: If audio/mic isn't working, plugging in a wired or wireless headset usually overrides system audio issues immediately.

• Restart the device: A simple reboot resolves most temporary hardware glitches.

2. Camera & Audio Issues by Device

Windows

• Camera showing black screen: Check for a physical privacy slider covering the webcam lens.

• Camera showing grey icon or no image: Look for a physical camera switch on the laptop frame or a camera shortcut key on the keyboard (usually F6, F8, or Fn + camera key).

• Confirm device functionality: Open the built-in Windows Camera App.

  • If you can see yourself: The issue is Chrome-specific. Try standard Chrome settings or switch to Edge.

  • If you can't see yourself: The issue is hardware/PC-related. Please switch to a backup device.

• Microphone/Speakers: Go to Sound Settings to confirm the correct microphone/speaker isn't muted and is selected as the default device.

Mac / Chromebook / Android / iPhone / iPad

• Camera & Mic: Confirm you are in the correct browser (Chrome for Mac/Chromebook/Android, Safari for iOS).

• Bluetooth Conflicts: Ensure your device isn't silently connected to nearby Bluetooth headphones or external speakers.

3. Connection & Network Issues

Calls Failing to Connect

• School or Work Networks: If you are on a managed device or connected to a school/corporate Wi-Fi, firewalls may block the call. Perform a connection test via the Panacea dashboard to verify network access.

Poor Quality (Blurry Video, Choppy Audio, Lag)

• Run a Speed Test: Visit speed.cloudflare.com or fast.com. You need at least 5–10 Mbps (both upload and download). Latency higher than 300ms indicates network delays.

• Improve Wi-Fi Signal: Move closer to your Wi-Fi router.

• Reduce Bandwidth Usage: Pause large downloads, online gaming, or 4K video streaming on other devices sharing the same network.

• Restart Network: Reboot your Wi-Fi router.

If issues persist after trying these steps, please switch to an alternative backup device to join your call.