TROUBLESHOOTING

ISSUES ACCESSING YOUR MICROPHONE OR CAMERA

Verify that your browser has access to your camera and that something isn't preventing the whole browser from accessing it. To do this, go to Online Mic Test and make sure you can see yourself. If you cannot access it, make sure your microphone and camera are not currently being used by other software on your device.

On both our site and the Online Mic Test, the browser should ask you for permission to use your camera and microphone. Make sure you've allowed it. You can also verify that meet.intulse.com is allowed to use your camera/mic by clicking on the lock, microphone, or video icon to the left of the address bar in the browser. (Which icon is shown depends on the browser you are using.)

OTHER AUDIO ISSUES

If you are unable to hear another participant, try these steps in the following order:

1. Check that their microphone is enabled by looking at their thumbnail and finding the microphone. If the microphone has a slash through it, the participant is muted. They will need to unmute themselves in order to be heard by other participants.
2. Ask the participant to try muting and unmuting themselves. This will reset the audio for the participant.
3. Have the participant refresh the meeting.

SCREEN SHARING ISSUES

If, during a screenshare, you see a black screen or only the other participant's initials, try turning off the screen share and following these steps:

• Go to Settings > More
• Change the desktop sharing frame rate - either go up, or go down slightly as any change will reset the screen sharing settings
• Try sharing your screen again.

GENERAL ISSUE TROUBLESHOOTING

• Refresh the page
• Clear your browser cache, close all browser windows, and reopen the meeting in a new window
• Make sure your browser is up-to-date
• Try using a different web browser (for example, Firefox tends to be more consistent than Chrome and Safari with video sharing services)
• Restart your computer

CONTACT INTULSE

If the above tips are not able to resolve your issue, reach out to us. We’d love to help you.