Problem with Audio and / or Video
Bulletproof webinars are what we are aiming for, but you might experience some bumps on the road. The live streaming experience is defined by so many factors: software (us), internet speed, bandwidth stability, network security, computer knowledge, software knowledge, etc. In this article, we will show you how to deal with every potential issue.
IN THIS ARTICLE:
For the host or contributor
Reminder: The host will present the webinar, only s/he can start or end a webinar. A contributor will manage the room or/and join the webinar before it starts for preparation. Learn more here.
Here are the requirements you must fill before going live as a host/contributor:
- Have a minimum bandwidth of 15MBs download and at least 5Mbs in upload.
- You must use Google Chrome to share your webcam and screen. The same goes for anyone that you invite on stage to share their screen, webcam, or audio.
- Check your microphone and webcam on your browser settings. We also prompt a modal the first time you enter the room to check your devices.
- Check if your camera/microphone permissions are allowed. You can verify that by simply clicking on the lock icon to the left of the address bar:
Your connection speed is not the only factor. You have to also look for connection stability aka the number of people connected to that same connection. The connection stability will impact the number of packets lost during a live session. Therefore, try to use Ethernet over Wifi and ask your team to not saturate the network.
Tip: Make sure the white border around your avatar in the webinar room is moving when you talk. It means that we are capturing the sound.
- If possible, use a modern browser, otherwise, you will fall back to compatibility mode (see below)
- Have a minimum bandwidth of 5MBs download
- Have a proper screen size to have a legible video (above 1280 pixels wide). Livestorm is responsive on mobile devices but the experience is always better on a regular screen.
- If possible, do not watch a webinar on a protected network. If your network is protected by a restrictive firewall, you will
fall back to compatibility mode (see below). Use this platform to test your network. If "Media Server" is in red then you are in a secure network behind a firewall. You can also send us the results. To fix this problem: change network, turn off the firewall or share your 4G network.
Issue resolution checklist
Refresh your browser
Make sure there is no other tab, window, or device connected to the same profile
Check your network (firewall), if you see the loading circle but the room doesn't load
1. Turn off the firewall or use a different network
2. Use your mobile's 4G network or connect via mobile
When in the webinar room, click "Help" or "Encountering issues with audio or video?"
1. Activate Compatibility mode or
2. Use the Dial-in to join and listen to the webinar from your phone
Check your bandwidth (speed, stability...)
Check your hardware (mic, webcam etc. )
What is the "Compatibility mode"?
The compatibility mode ensures that you get the audio and video on any network, device or browser. It's automatically turned on if we detect an old browser or non-compatible browser or device. It will also be turned on automatically for any additional attendees when you reach the 300 person webRTC limit inside your webinar room.
You will enter compatibility mode automatically if:
- You are using old or non-compatible browser such as IE11, Edge, Safari (if version is older than 12.1) or Microsoft Edge (if version is older than 79) .
- You are on a mobile/tablet device (only applies to iOS 10,11,12.0) .
- Over 300 attendees are in webRTC mode in the webinar room (does not apply to team members or guest speakers).
What will happen then?
- You will not be able to be invited on stage.
- Attendees will experience a 15 second delay (between what really happens and what your attendees actually see).
Compatibility mode can be turned on manually by clicking on "Help" (bottom left) or "Encountering issues with audio or video?" (top of the chat) when you connect to a webinar as an attendee. This is recommended if you have video or audio issues because of your network:
How to solve any echo?
If you or your attendees are getting an echo, make sure that:
- If you are in the same room as the host or anyone on stage, make sure everyone wears earphones/headphones. Otherwise, the sound will go out of your speakers and come back to the host's microphone. This is called a Larsen effect.