RTC Quality Issues

Common RTC quality issues and the steps to resolve them or identify the root cause of the issue:

1. In a call, my audio cannot be heard

  • Does the user have an audio input device? The user interface (UI) will display an error message if the user doesn’t have a suitable device and attempts to begin a call
  • Is the correct device selected? Does the Input Level Bar display audio input? If not, change it to the correct device or verify in the relevant systems settings that device is not muted (Figure 1):

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Figure 1 Meeting Settings

  • Does the user have the relevant permissions to send audio?
  • Check there is not a problem on the remote side
  • In Google Chrome, the use of camera and microphone must be explicitly permitted else they will not work (Figure 2):

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Figure 2 Allow Use Of Camera/Microphone

  • If some audio is heard, but the quality and/or volume is poor, check that person is using the correct device and is not speaking too closely into the microphone
  • Additionally, check the systems settings for the audio device in use. Can the microphone level be increased and/or is there a boost setting that could be utilised?

2. In a call, I cannot hear other people’s audio

  • Does the audio output device work with other applications?
  • Is the correct audio output device selected in Symphony (Figure 3)? 

3.png

Figure 3 Allow Use Of Sound

  • Is the problem that the remote side is not sending audio?
  • Does the user have the relevant permissions to send audio?

3. It takes longer than expected for video to connect

  • What is the level of expectation for the customer? If the network is running normally, it should be less than 5 seconds to connect
  • In Google Chrome, the use of devices such as microphone and camera must be explicitly permitted else they will not work
  • What is the network connection of the user and the location of the Jitsi Video Bridge (JVB)?

4. In a call, my video cannot be seen

  • Does the camera work in other application?
  • Does the user have the relevant permissions to send video?
  • Is the correct camera selected and functional in Symphony (Figure 2)?

5. In a call, I cannot see other people’s video

  • Does the user have the relevant permissions to see video?
  • Have you verified that remote party is able to send video?
  • If you able to receive video but it is poor quality, please check the network connectivity - ideally it should be User Datagram Protocol (UDP) with minimal packet loss with a stable 2+Mbit connection

6. A presentation does not scroll smoothly or has delay between slides

  • Is there a network connection problem?

7. In a call, the video freezes

  • Is there a network connection problem?
  • Did the remote party exit the call in an abnormal way, e.g. closing the laptop lid or disconnecting from the network without first ending call the call?

8. In a call, the audio continually breaks up

  • Are there any other memory intensive applications running on the machine?
  • Is there an echo? If so, the remote party may need to lower the volume or choose another input and/or output device
  • Is there a network connection problem?

9. In a call, the audio quality deteriorates as more people join

  • Is there excessive background noise? Make sure people who are not active mute their microphones
  • How many users are in the conference? If 10 or more users are simultaneously communicating with video, network requirements will be higher and a more powerful computer is desirable
  • What load is the JVB running? Is it installed on a powerful enough machine and does the user have enough JVBs to support all simultaneous calls?