Audio and Video Permissions
When joining a video call, it's crucial to ensure that your audio and video permissions are set correctly to have a smooth communication experience. In this article, we will guide you through checking and allowing these permissions on different platforms.
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How to check the audio or allow video permission upon joining the call?
A. Desktop
B. Mobile
Note:
- to read more about the list of supported browsers for Desktop and Mobile, read here
- in-app browser is deprecated, do please copy the link to any browsers such as Chrome, Firefox, etc
Support Instructions for Desktop
Chrome Support
Link: https://support.google.com/chrome/answer/2693767?co=GENIE.Platform%3DAndroid&hl=en
Firefox Support
Link: https://support.mozilla.org/en-US/kb/how-manage-your-camera-and-microphone-permissions
Microsoft Edge Support
Link: https://support.microsoft.com/en-us/help/4468232/windows-10-camera-microphone-and-privacy
Safari Support
Link: https://support.apple.com/en-gb/guide/safari/ibrwe2159f50/mac
Android Mobile Support
1. Chrome - Mobile
2. Edge - Mobile
3. Opera - Mobile
iOS Mobile Support
1. Safari - Mobile
How to solve common issues on Video Calls?
it’s highly recommended to run our checker to see if your browser and the network pass our app requirements: https://video.jublia.com/check/en
1. Microphone/camera not detected or either party is seeing a blank screen
You can validate that the microphone and video are allowed before joining the call by accessing the following link: https://match-faq.jublia.com/article/643-web-browser-faqs
Also, if the browser was not granted access to the device, or the device could not be detected, here are the steps to troubleshoot during the call:
Click on the gear icon on the top right of the video call screen
Select the audio and video options available on your device
Click Test to ensure it is working
Close and proceed with your meeting
2. Can’t access video call at all
2.1. Firewall Issue
The firewall may block the port on which the 1-1 video streams are. If it's a personal anti-virus or firewall, you can deactivate the software before accessing the video call. If it's a corporate firewall, either inform your IT team to allow access or simply change to another stable network that is not bounded by the corporate network.
Jublia’s Video App runs on port TCP/443. If user network configuration or firewall blocks that port, you will need to whitelist the following network addresses:
99.77.128.0:3478
99.77.191.255:3478
If you are using a proxy, ensure that it proxies WebSockets as well as Https
2.2. Browser Issue
Old browsers may not support Web Real-Time Communications (RTC) technology, required for the calls. Please upgrade your browser and for mobile devices, please check the compatibility devices chart (e.g. Only Safari can be used on iOS and Chrome/Firefox mobile browsers are recommended for Android).
3. User can’t share the screen during a call
Screen share is not supported via mobile phone. The attendee will need to be using a laptop/desktop computer instead of a mobile phone.
4. User disconnected from the video call
The attendee simply clicks the ' Rejoin' button and it will seamlessly be reconnected to the call. It is usually caused by connection issues, so better to try on different connections also if something still happens.
5. Stuck in the Joining process
The attendee needs to check the popup permission on the browser. If the issue still persists can try another supported browser and other connection.
6. System on Heavy Load
The attendee will need to wait for a moment and then can retry to access the meeting. If the issue still persists can try another supported browser and other connection.
Related Articles:
How do I send a meeting request?
How do I accept a meeting request?