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Video and Voice Chat Troubleshooting

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Revision as of 03:16, 12 January 2017 by Kristin C. (Talk | contribs)

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Contents

Firefox & Chrome Settings

At present, Roll20 only fully supports Firefox and Chrome web browsers for our VTT. Other browsers may be able to handle WebRTC with little to no issues, but we can't devote reliable tech support for them if you do run into any issues.

Keeping your Browser Up to Date

It's generally a good idea to keep your browser updated to take advantage of browser bug fixes and optimization measures.

Updating Chrome

  1. Click on the More Button (vertical row of three dots icon) in the upper right hand corner.
  2. Click on the Help option from the resulting drop down menu.
  3. Click on About Google Chrome option from the secondary drop down menu that appears.


OR

  1. Paste chrome://help/ into the URL bar and hit Enter.


Either method will open Chrome's "About" page that will inform you of your current browser version and will automatically prompt you to update to the latest stable version if you're not using it.

Updating Firefox

  1. Click on the Menu Button (three horizontal lines icon) in the upper right hand corner.
  2. Click on ? icon at the bottom of the drop down menu.
  3. Click on About Firefox from the resulting roll out menu.
  4. Firefox will tell you your current browser version and automatically prompt an update to the latest stable version if you're not using it. Click the Restart to Update button if necessary.


Microphone and Camera Browser Permissions

To protect your privacy, microphone and webcamera permissions are disabled from use on Chrome and Firefox by default. If this is the first time you've used Roll20, recently cleaned out your browser cookies/cache, or working from a fresh install of your browser, you'll need to approve the Roll20 website's use of your camera and microphone for them to be used for broadcasting either video or voice within a game.

Enabling Chrome Permissions

Chrome Allow Deny.png
"Chrome AV Select"
"Firefox AV Select"
  1. When the VTT loads for the first time, you should be asked to Allow or Deny camera and microphone access from a grey bar pop-up that appears at the top of the screen.
  2. Click Allow to enable your camera and microphone to be used within a Roll20 game.


OR


  1. Click on the lock icon in the far left of the URL/search bar to reveal a drop down menu.
  2. Ensure that both Camera and Microphone options have their permissions set to "Always allow on this site". Make sure you're currently on Roll20.net when you set this, this setting is URL sensitive.


Enabling Firefox Permissions

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


Clear your Web Browser's Cache

Clearing Out Chrome's Cache

  1. Click on the Menu Button (three horizontal lines) in the upper right hand corner.
  2. Click on More Tools from the dropdown.
  3. Click on Clear browsing data from the new options.
  4. From the drop down "Obliterate the following items from:" select the beginning of time option.
  5. Check both Cookies and other site and plug-in data and Cached images and files.
  6. Click on Clear browsing data button.

Clearing Out Firefox's Cache

  1. Click on the Menu Button (three horizontal lines) in the upper right hand corner.
  2. Click the Options Button' (a small gear) from the drop down menu.
  3. On the Advanced tab, select the Network sub-tab.
  4. Under the Cached Web Content section, select the Clear Now button.

Roll20 Settings

  1. Inside the Roll20 App, click on the Settings tab (gear icon), in the upper right hand corner of the screen.
  2. Under the Video + Voice options make sure you're set to Broadcast and Receive both Video and Voice.

Device and Bandwidth Tests

Webcam WebRTC Compatibility Test

Perform a WebCam/Microphone Test

  • Check if your camera works with a different browser. For instance, if you are using Firefox check if it works with Chrome instead.
  • Does the camera work with any other software that uses the camera such as Skype or Photobooth.

Perform a Bandwidth Test

If you don’t already know them, you can take a bandwidth speed test from OOKLA’s Browser-based Speedtest (Note: Adobe Flash is required to run the applet). You will want to run this test in the principle environment you normally play your games on Roll20 and have a Roll20 game currently open.

  1. Once the applet loads on the home page, click the button "Begin Test".
  2. Allow the test to run. This process can take a couple minutes to complete.
  3. Once it's finished, Speedtest will give you your download and upload rate in megabits per second (Mbps).

Filing a Report on the Bug Forum

If none of the above tests and steps helped resolve your issues please follow Steps 1-3 from the Solving Technical Issues Guide, taking special care to temporarily disable all browser add-ons and extensions, temporarily pause your anti-virus (or whitelist Roll20.net), and try switching browsers (for Chrome/Firefox specific issues) to see if one of those components is causing the problem. If all of that fails, please follow Step 4 and file a bug report on the WebRTC Video and Voice Chat Issues forum thread. Please provide all of the information you gathered from Steps 1-4 of the Solving Technical Issues Guide so that we can further assist you.