Troubleshooting audio and video


After all preparations, nothing is more annoying than encountering a problem during a live broadcast. Maybe you fail to connect to the stream, or you’re struggling with a broken webcam or sound. But don’t panic!

We’re here to help you out. Luckily, we pretty much already saw it all, and most issues were solved in a heartbeat. Below you’ll find a number of practical tips to solve common issues and be back up and running in no-time. We've got your back!

No connection

Can’t connect when trying to start the webinar? When you’re experiencing connection problems, a short checklist to go through can help you solve things quickly.

1. Check up on your internet connection
Before you say this is a no-brainer… Trust me, this is usually the root cause of many connection issues and it happens more often than you might think. When you’re using a wired internet connection, check if your cable is placed into your computer correctly. When you’re using WiFi, check if the connection to your router actually works. Make sure you’re not too far away from your modem during the webinar. In both cases, it might help to restart the connection or reset your router. Also, try restarting your browser and/or computer.

2. Switch from WiFi to wired internet
Giving a live webinar doesn’t ask a lot from your internet connection, but it is important your internet connection is stable at all times. Live streaming is something totally different from visiting web pages, because you’re constantly transmitting data. To ensure a stable connection, use an internet cable where possible and avoid wireless WiFi connections.

3. Check your company network connection
You might be working from a company network. This will often have some restrictions to ensure internet connection safety. It can also mean that the necessary ports and servers that take care of the live stream aren’t available. Ask your network or system administrator to check up on our system requirements.

4. Use another (mobile) connection
When you’re in a hurry or if things don’t seem to work out with your current connection, consider using another connection. For example, use your tablet or smartphone as a wireless hotspot, which allows you to use mobile WiFi. Do make sure it’s stable and you have a strong signal.

5. Still no connection but other software is working just fine?
Contact us through chat right here and we’ll help you out.


No video (webcam)

You open the webinar, but can’t get your webcam to work. A total shame, because you’re looking your best today! Make sure the following aspects are in order to ensure a good video connection, because body language is essential to get that message across.

1. Choose the right webcam
Before going live, in the bottom right you can choose "Settings" to make sure you selected the right webcam. If you’d like to e.g. use an external webcam, it’s possible your computer displays your internal camera by default.

2. Make sure your webcam uses a 16:9 resolution
WebinarGeek only works with webcams that use a 16:9 (wide) resolution, so square camera’s won’t work. Check your camera specifications to make sure the resolution requirements are met.

3. Incognito window
Try it again in incognito. Your browsers history won't be saved so you have a clean slate to start with without any extensions or plugins.
You can open an incognito window in the side menu of the browser.

4. Restart Google Chrome
It can help to completely restart your browser. This is especially useful for people that don’t turn off and restart their computer a lot.
In your browser on the right hand side, click on the three dots and choose "close". You can now restart your Google Chrome browser.

5. Update Google Chrome
Make sure your Google Chrome browser is always up-to-date. This might sound trivial, but it can make a world of difference. We’re using WebRTC, for which new developments are released constantly. Developers at Google Chrome are hard at work to improve streaming experiences for all! So it’s essential to keep updating your Chrome browser whenever a new version is released.
To update your browser right now, go to Chrome settings and choose ‘Update’.

6. Webcam already in use
Check if your webcam isn’t currently being used by any other application. This could be Skype, for example. If this is the case, close the application and restart the webinar from WebinarGeek. If it still doesn’t work, try restarting your computer.

7. Restart your computer
When restarting the browser doesn’t solve your problems, shut down the computer. Software that’s running in the background will also be closed. Make sure to open WebinarGeek first when restarting your computer, so your other software can’t start using your webcam first.

8. Make sure your browser is allowed to use your camera

Browser settings
Paste the following into your browser: chrome://settings/content/camera?search=content and make sure the right type of camera is selected and WebinarGeek is included in the ‘Allow’ list.

Computer settings
Recent updates for Windows and Mac OS made it harder for software to use a webcam. In Windows, go to your Settings > Privacy > Camera to make sure Google Chrome has access to your camera under "Allow apps to access your camera" (read more about this setting here). For Mac OS, go to your System preferences > Safety & Privacy > Privacy, and click on "Camera". Make sure Google Chrome has access to your camera. Do the same for your microphone so this setting will also work right away (read more about this setting here).

9. Update your camera drivers
Especially on older computers, it’s sometimes required to install or update your drivers, this is the software on which your camera runs. Follow the instructions of the camera producer to do this. Often, a quick Google search with your camera brand and type, combined with the word "drivers" will also help you find the instructions quickly.

10. Check the hood or sticker on your webcam
Some webcams have a protective hood for privacy reasons, check if this is opened. Some built-in webcams have a sticker for the same reason, make sure you don’t have of those on your camera.

11. Check if the webcam works in another program or website
Double check your webcam works elsewhere. Try for instance Skype or a test page like this one to see if your webcam actually works. If not, it might be broken!

12. Update your operating system
Older operating systems sometimes cause issues when using (modern) cameras. Especially Windows 8 and Windows 8.1 (released in 2013) often no longer work well for modern webcams. Update your Windows or other operating system to the most recent version to exclude any issues related to this.

13. Still no video and other software does show video when using your webcam?
Chat with us using our live chat and we’ll help you solve the problem.


No sound (microphone)

When your video is working and you’re on screen perfectly, the next step is to check if your microphone sound works as intended. To do this, hover your mouse over the webcam screen and in the bottom right, the "microphone indicator" should show how much sound it’s receiving. If this is not the case, follow the steps below to properly set up your microphone.

1. Check your mute settings
Some microphones have a built-in mute option or button to mute the incoming sound. Make sure this is turned off.

2. Incognito window
Try it again in incognito. Your browsers history won't be saved so you have a clean slate to start with without any extensions or plugins.
You can open an incognito window in the side menu of the browser.

3. Update Google Chrome
Make sure your Google Chrome browser is always up-to-date. This might sound trivial, but it can make a world of difference. We’re using WebRTC, for which new developments are released constantly. Developers at Google Chrome are hard at work to improve streaming experiences for all! So it’s essential to keep updating your Chrome browser whenever a new version is released.
To update your browser right now, go to Chrome settings and choose ‘Update’.

4. Restart Google Chrome
It can help to completely restart your browser. This is especially useful for people that don’t turn off and restart their computer a lot.
In your browser on the right hand side, click on the three dots and choose "close". You can now restart your Google Chrome browser.

5. Microfoon already in use
Make sure to check if the microphone isn’t used by another application. This could be Skype, for example. If this is the case, close the application and open the webinar again from WebinarGeek. Still doesn’t work? Try restarting your computer.

6. Restart your computer
When restarting the browser doesn’t solve your problems, shut down the computer. Software that’s running in the background will also be closed. Make sure to open WebinarGeek first when restarting your computer, so your other software can’t start using your webcam first.

7. Choose the right microphone
Before going live, click on "Settings" in the bottom right to make sure you selected the right microphone. Want to use an external microphone? Chances are your computer uses the internal microphone by default. Make sure to check if this is the case.

8. Ensure your browser allows your microphone to be used

Browser settings
Paste the following into your browser: chrome://settings/content/microphone?search=content and make sure the correct microphone is selected and WebinarGeek is present in the 'Allow' list.

Computer settings
Recent updates for Windows and Mac OS made it harder for software to use your microphone. In Windows, go to your Settings > Privacy > Camera to ensure Google Chrome has access to your camera under "Give apps permission to access your camera/microphone" (read more about this setting here). For Mac OS, go to your System preferences > Safety & Privacy > Privacy, next click on "Camera" and make sure Google Chrome has access to your camera/microphone (read more about this setting here).

9. Check if the microphone works in another program or website
Double check your microphone works elsewhere. Try for instance Skype. No sound there either? Your microphone may be broken or not connected properly.

10. Still no sound and other software does work together with your microphone?
Chat with one of our technical support members right here, we’d love to help you out.


Distorted or qualitatively bad sound

You listen back to your first test recording and notice how strange your voice sounds. It sounds distorted or you hear some crackling or mechanical noises every now and then in your voice. Below, you’ll find some possible causes and solutions:

1. Update Google Chrome
Make sure your Google Chrome browser is always up-to-date. This might sound trivial, but it can make a world of difference. We’re using WebRTC, for which new developments are released constantly. Developers at Google Chrome are hard at work to improve streaming experiences for all! So it’s essential to keep updating your Chrome browser whenever a new version is released. To update your browser right now, go to Chrome settings and choose ‘Update’.

2. Turn off all sound
Turn off all speakers and sound sources where possible. Environmental sounds and computer sounds can influence microphones and the quality thereof (think about automatically muting your sound when another sound is audible). If you need to use speakers, consider the use of a headset or earbuds.

3. Using Windows 10?
A mechanical sound or distorted voice is a well-known problem in some versions of Windows 10. Here’s what you can do about it:

  • Deactivate all your audio devices except for your microphone and speakers (in Sound Settings).
  • Go to the "Communications" (final) tab, and choose "Do nothing" (last option) when choosing if Windows needs to adapt your sound automatically when you hear sound.
  • Update your microphone drivers.
  • Update Windows 10 to the latest version.

4. Using a Mac from 2018 with a USB microphone?
Make sure your Mac is updated to the latest version. Devices from 2018, in some cases, will have what Apple describes as "serious audio issues", for which updates have been (partially) released. These still don’t solve all problems, so you might want to contact Apple. More info here.

5. Check your cables
Test your microphone in another device and make sure your cables aren’t the problem. You can also try using another USB port where possible.

6. Consider/test a new microphone
Some microphones will have a lot of options to process your voice correctly, sometimes these options will collide with the standard options in Google Chrome to process your voice. Test with another microphone and see if the same problems persist. For external microphones, we have good experiences with Blue Yeti microphones.

7. Avoid distortion on the line
Microphones are sensitive for not just voice sounds but also for other types of "sound waves". Think about your smartphone that’s getting a call, the interference can be picked up by a microphone. Use your microphone a bit further away from your computer, check (other) wireless devices/connections and try to sit in another location for a future test.

8. Check your computer’s performance
Especially webinars with multiple hosts demand more from your computer than usual tasks, especially from your processor. Make sure all other software is closed down where possible. Still experiencing problems? Test without other hosts and/or using another computer to find out where the problem originates from. Consider the use of a (more) modern computer for your webinar.

9. Contact your hardware producer/system admin
It can be helpful to contact the producer of your microphone and/or computer, and mention your microphone having a problem or mechanical distortion when using Google Chrome.


Screen sharing doesn’t work

When you’d like to share your screen and get slapped in the face with an error message (or you don’t see anything at all), you can follow the steps below to get your setup working again in a heartbeat.

1. Update Google Chrome
Make sure your Google Chrome browser is always up-to-date. This might sound trivial, but it can make a world of difference. Make sure to also use Chrome version 72 or higher, so no plugin is needed for screen sharing. Go to your Chrome settings to update your browser.

2. Share a full screen for a presentation
When you’d like to share a presentation (e.g. Powerpoint) in presentation mode, it’s required to share your full screen. When sharing your screen you have that option, and if you’d like to share a Powerpoint in presentation mode, sharing a PowerPoint will not be enough. You need to share your whole screen. You’ll see when the screen turns black where you’d normally expect to see your presentation.

3. Using Mac OS Catalina or higher?
Ever since Mac OS version Catalina it’s required to separately give permission in your system preferences to allow Google Chrome to be able to read your screen data and share it. To do this, go to System preferences > Safety & Privacy > Privacy, and click on "Screen recording" and make sure you allow Google Chrome to have access to your screen.
Please note: you need to restart Google Chrome completely after this change. So close it completely and restart the browser.


Troubleshooting

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