Audio Video Troubleshooting

This article is for:

WebinarJam

 

Below are the most common reasons your audience or another presenter cannot hear or see you.  

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During the Audio / Video Test

If you are unable to see your video or do not hear an echo during your WebinarJam Audio Video Test, please go through the following steps.

Browser

  • Be sure your browser is current.
    • (A browser update may cause sudden interference. In this case, try a different browser).
  • Try a different browser.
  • You may want to unplug any devices you are not wanting to use.

Chrome

  • Change the Default Settings in Chrome:
    • Copy the following in your address bar: chrome://settings/content/camera
    • Change Camera (Marked #1 Below)
    • Be sure https://webinarjam.genndi.com is under allow.  (Marked #2 Below)
      • If you see it under blocked, press the trash can to remove the block.
    • If you have additional issues with Chrome try another browser to see if this remedies the issue.

Another solution is to check your audio settings in your browser to make sure that WJ has permission to use it. Sometimes, these can become disabled and enabling them are an easy fix. 

Customers have had success using these plugins (but we recommend a new user on your computer).

 

FireFox

  • You may need to press allow (See below).
  • If Firefox doesn't allow you to choose your other camera, or does not show video, then we recommend trying Chrome.

Other Issues

Check your Webcam

  • Make sure your webcam and microphone are plugged in.
  • Check if there is a "power" or "mute" switch on the device, and turn on if necessary.

Check Your Computer

  • Make sure that your microphone and webcam are not being used by another application. 
  • Turn off Skype or any other program that may use cameras.

NOTE: New User Recommendation:

Alternatively create a new user on your computer with minimal programs and browser add ons to use just for webinars.

We also recommend adding a wallpaper that displays your company name and url to the user for your webinars so if you share your screen your logo and web address display.

CoPresenters

If you’re unable to see the other presenter’s video or hear their audio, ask them to go through these troubleshooting steps.

 

Start Again

Once you've gone through the above steps, press "Start Again" at the bottom right to repeat the steps and see if your webcam or microphone will now work.

 

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People Can't Hear or See Me

No One Can See Me

If you are experiencing audio or video issues during a webinar, try these troubleshooting steps:
  • Be sure your browser is current.
  • Make sure your webcam and microphone are plugged in.
  • Check if there is a "power" or "mute" switch on the device, and turn on if necessary.
  • Make sure that your microphone and webcam are not being used by another application.
  • Restart your computer.
  • If you’re unable to see the other presenter’s video or hear their audio, ask them to go through these troubleshooting steps.
 

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Change the Camera and Microphone

If the webinar is not via your built-in webcam, please verify that your device is properly plugged into your computer and that no other open programs are using the camera.

If this is not the case, there may be a driver issue. If your camera name in voice and video chat settings comes up as USB Video Device, this means that you are using the generic Windows camera drivers.

Installing the correct drivers for your model of camera will likely fix the problem. Most camcorders are not currently supported. Please also check that the voice and video chat plug-in is using the correct webcam.

 

Look for the Camera Icon in your address bar, as seen in the image below.

The exact location in your address bar of the Camera icon will vary based on your browser or operating system.  

Safari users will need to use Chrome or Firefox to change cameras or microphones as Safari uses the default.

If your microphone or webcam shows up as "USB video/audio device", you may need to install software from the device's manufacturer to make it work.  

If your microphone or webcam does not appear on the list it may be an issue with your browser. In this case, we recommend trying a different browser.

 

Changing Chrome Default Settings

Chrome sometimes will not allow you to change your settings from the address bar, in this case you will need to use the default.

  • Copy the following in your address bar: chrome://settings/content/camera
  • Change Camera (Marked #1 Below)
  • Be sure https://webinarjam.genndi.com is under allow.  (Marked #2 Below)
    • If you see it under blocked, press the trash can to remove the block.

 


Changing During the webinar

During the Webinar, you can change Camera or Microphone by clicking the Camera icon in your browser and selecting the new device, or by using the above instructions.

To help WebinarJam see it, change your camera from HD to SD, then back again. Or, turn off the camera and microphone. This refreshes the settings.  

 

 


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Audience Members

If it is someone in the audience who can't hear you, ask if the others can. If the issue is not universal, that person may need to refresh or try another browser.  There may be a setting on their individual computer that doesn't allow them to see or hear your webinar.  

Fuzzy or low sound quality:

If they are running several programs, several tabs on their browser, or have other members of the family using the Internet for Netflix, games, etc., then the video may appear fuzzy or the sound quality may drop.  

 


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Bandwidth Issues (or Why is my Webinar Fuzzy?)

If you're experiencing issues with the video or sound quality of your Webinar, it could be related to a poor internet connection or because your computer's speed may be slow. We recommend the following:
  1. Run your webinars from a hardwired internet connection instead of wifi, if possible.
  2. Close out of all apps, programs, windows, tabs, music, or anything that isn't necessary to your webinar to free up as many of your computer's resources as possible.
  3. Before a webinar you may want to clear your cache/cookies, log out of all Google properties, restart your machine and run your webinar from a fresh Chrome browser.
  4. Avoid testing both the presenter and attendee side on the same machine. This will eat your bandwidth like crazy.

 

Change Definition

With WebinarJam, you can change the definition that displays.  This may reduce the quality of the video, but will preserve the overall quality of the webinar. As you can see with the links at the top center, you can click the camera and change the definition that displays.
  • 1280 X 720 for HD / High Definition
  • 640 X 360 for SD /Standard Definition
  • 320 X 180 for LD / Low Definition

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Other Issues

I'm hearing an Echo or Feedback

Echoes while using voice and video chat are caused by feedback between the speakers and microphone.

Are you or another presenter watching the webinar in another tab or browser?

Are you and all other presenters wearing headphones?

A headset works best if you have another presenter. That way your microphone doesn't pick up their sound and cause echoing and feedback.

Wear a headset if there is any chance another presenter or attendee will enter the room, even if it's just the earbuds that come with your smart phone (they have a mic in the wires).

In some cases, the presenter who has the echoing may need to mute when not speaking.  They do so by clicking the microphone icon in the chat window. Read How to Mute Below.

 

 


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How to Mute

If you want to turn your sound OFF for a moment, follow the steps below.
  • To mute your microphone, click the microphone button (Marked #2 Below) at the top of the video call window. When your microphone is muted, the button will turn gray.
  • To unmute, click the button again. The button will turn blue indicating that others in the video call can hear you.

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WebinarJam is Not Using my Webcam

If the webinar is not via your built-in webcam, please check that it is properly plugged into your computer and that no other open programs are using the camera.

Driver or Browser Issue

If this is not the case, there may be a driver or browser issue. If your camera name in voice and video chat settings comes up as "USB Video Device", this means you are using the generic Windows camera drivers. Installing the correct drivers for your model camera will likely fix the problem.

Camcorders

Most camcorders are not currently supported.  You can use some third party devices to make them work with WebinarJam. However, we do not offer support on this. Please also check that the voice and video chat plug-in is using the correct webcam.  See Change the Camera and Microphone above.  


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How to Turn Off the Video

  • If you don’t want to appear to your audience, turn off your video camera. Click the video camera button (Marked #1 Below) at the top of the video call window. When your video camera is turned off, it is gray.
  • To turn the video back on, just click the video camera button again, it will turn blue, and the others will be able to see you.

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