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Difference between revisions of "Video and Voice Chat Troubleshooting"

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(Created page with "==Roll20 Audio Visual Troubleshooting Guide== ===Make sure you’re using the most recent version of either Chrome or Firefox=== '''Chrome''' *Click on the Option Button (thr...")
 
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===Make sure you’re using the most recent version of either Chrome or Firefox===
 
===Make sure you’re using the most recent version of either Chrome or Firefox===
 
'''Chrome'''
 
'''Chrome'''
*Click on the Option Button (three horizontal lines) in the upper right hand corner.  
+
*Click on the ''Option Button'' (three horizontal lines) in the upper right hand corner.  
*Click on Settings from the drop down menu.  
+
*Click on ''Settings'' from the drop down menu.  
*Click on About from the left had menu.
+
*Click on ''About'' from the left had menu.
 
*Chrome tell you the version and automatically try and update to the newest version.
 
*Chrome tell you the version and automatically try and update to the newest version.
 
'''Firefox'''
 
'''Firefox'''
*Click on the Menu Button (three horizontal lines) in the upper right hand corner.  
+
*Click on the ''Menu Button'' (three horizontal lines) in the upper right hand corner.  
*Click on The Question Mark at the bottom of the menu.  
+
*Click on ''The Question Mark'' at the bottom of the menu.  
*Click on About Firefox from the dropdown menu.
+
*Click on ''About Firefox'' from the dropdown menu.
 
*Firefox will tell you the version and automatically try and update to the newest version. Click the Restart to Update button if necessary.
 
*Firefox will tell you the version and automatically try and update to the newest version. Click the Restart to Update button if necessary.
  
 
===Give Roll20 permission to use your microphone and camera and make sure that the right camera is selected===
 
===Give Roll20 permission to use your microphone and camera and make sure that the right camera is selected===
 
'''Chrome'''
 
'''Chrome'''
*When the app first loads you'll be asked to Allow or Deny camera and microphone access from a grey bar at the top of the screen.
+
*When the app first loads you'll be asked to ''Allow'' or ''Deny'' camera and microphone access from a grey bar at the top of the screen.
*Click Allow.
+
*Click ''Allow''.
 +
*Click on the ''Camera'' icon in the upper right hand corner, just next to the bookmark star.
 +
*Select the correct Microphone and Camera from the drop down options.
 +
'''Firefox'''
 +
*When the app first loads you'll be asked to 'Share Selected Devices' from a drop down menu in the upper left hand corner of the screen.
 +
*If not, click on the ''Camera'' icon in the upper left hand corner next to the ''Back'' button.
 +
*Be sure to select the correct Camera and Microphone to share before clicking the ''Share Selected Devices'' button.
  
 
===Make sure Video and Voice are turned on inside Roll20===
 
===Make sure Video and Voice are turned on inside Roll20===

Revision as of 18:31, 18 December 2014

Contents

Roll20 Audio Visual Troubleshooting Guide

Make sure you’re using the most recent version of either Chrome or Firefox

Chrome

  • Click on the Option Button (three horizontal lines) in the upper right hand corner.
  • Click on Settings from the drop down menu.
  • Click on About from the left had menu.
  • Chrome tell you the version and automatically try and update to the newest version.

Firefox

  • Click on the Menu Button (three horizontal lines) in the upper right hand corner.
  • Click on The Question Mark at the bottom of the menu.
  • Click on About Firefox from the dropdown menu.
  • Firefox will tell you the version and automatically try and update to the newest version. Click the Restart to Update button if necessary.

Give Roll20 permission to use your microphone and camera and make sure that the right camera is selected

Chrome

  • When the app first loads you'll be asked to Allow or Deny camera and microphone access from a grey bar at the top of the screen.
  • Click Allow.
  • Click on the Camera icon in the upper right hand corner, just next to the bookmark star.
  • Select the correct Microphone and Camera from the drop down options.

Firefox

  • When the app first loads you'll be asked to 'Share Selected Devices' from a drop down menu in the upper left hand corner of the screen.
  • If not, click on the Camera icon in the upper left hand corner next to the Back button.
  • Be sure to select the correct Camera and Microphone to share before clicking the Share Selected Devices button.

Make sure Video and Voice are turned on inside Roll20

Clear your Web Browser’s Cache

Make sure you have the right ports open

You can check this by running TokBox’s "Connectivity Doctor" http://tokbox.com/tools/connectivity/

Check if your camera is working with WebRTC

Does the camera work in a google’s webrtc demo: https://apprtc.appspot.com

Check your camera with a different browser

If you have an issue with your camera, check if the camera works on a different browser. For instance, if you are using Firefox check if it works with Chrome instead.

Does the camera work in Skype or Photobooth

Do a bandwidth test

Run a bandwidth test at http://speedtest.net. Make sure that the bandwidth is over 350kbps upload and download

Solving Technical Issues