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.
  • 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.

  • 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 "Secure" icon in the toolbar:

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.

For attendees

  • 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 t 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
Use Chrome
Make sure there is no other tab, window, or device connected to the same profile
Click on "Help" or "Encountering issues with audio or video?" in the sidebar to 
      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 network (firewall, etc.)
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.

You will enter compatibility mode automatically if:

  • You are using old or non-compatible browser such as IE11, Edge or Safari.
  • You are on a mobile device.

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" or "Encountering issues with audio or video?" at the 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:

  • Make sure there is no other tab, window, or device connected  to  the same profile.
  • If you are in the same room as the host make sure everyone wears earphones. Otherwise, the sound will go out of your speakers and come back to the host's microphone. This is called a Larsen effect.