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Video and Voice Chat Troubleshooting

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Revision as of 20:14, 14 January 2015 by Brian (Talk | contribs)

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Contents

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

Chrome

  • Click on the Menu 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

Chrome
Chrome Allow Deny.png
"Chrome AV Select"
"Firefox AV Select"
  • 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

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

Clear your Web Browser’s Cache

Chrome

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

Firefox

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

Make sure you have the right ports open

  • You can check this by running TokBox’s Connectivity Doctor
  • Go to: http://tokbox.com/tools/connectivity/
  • Click the Run Diagnostic button.
  • Take special note of any results with a Message other than Successful
  • If you do have ports being blocked this is usually the result of a third party firewall, anti-virus, or add-on/extension that is blocking access.

Check if your camera is working with WebRTC

Check that your camera is functioning

  • 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.

Do a bandwidth test

  • Run a bandwidth test at Speed Test.
  • Go to: http://speedtest.net
  • Click on Begin Test.
  • Make sure that your bandwidth is over 350kbps upload and download.

Solving Technical Issues

If none of the above tests helped resolve the issue 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, 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, including providing all of the necessary information, so that we can further assist you.