General Troubleshooting Steps

It helps to determine whether the problem may be caused by your network environment or the hardware. You can use the following steps to determine this:

  1. Make sure you are using the latest version of a WebRTC-capable browser. Check here for a list of known major supported browsers.
  2. Make sure you have the right ports open. You can check this by running our Pre-call tool.
    • We also have a Connectivity Doctor app for mobile devices that is available for iOS on the App store and for Android devices on Google Play.

This test should reveal whether there are any network issues connecting to the OpenTok servers. If something is blocked:

  1. Are you connected to the internet?
  2. Web browser security settings (especially for IE) may be too restrictive or blocking certain content.
  3. There may be a security restriction enforced on your network. Check out our guide on restrictive networks here.
  4. Still no luck? Send us a support request. We'd love to help.

If the earlier Pre-call test didn't show any issues with network, but you weren't able to see the camera/microphone functioning correctly:

  1. Please confirm that you are allowing access to it when prompted by the browser. You may have blocked access and saved this preference. Please check in your browser settings to confirm this is not the case.
  2. Check if the camera works on a different browser. For instance, if you are using Firefox see if Chrome works instead.
  3. If you have multiple cameras, make sure that the right camera is selected.
  4. Does the camera work in the WebRTC demo?
  5. Does the camera work in Skype or Photo Booth?
  6. Still no luck? Send us a support request. We'd love to help.

 

 

 

 

 

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