Troubleshooting Video Issues During a Call
This article focuses on possible solutions when the video on a Streem Call isn't working as expected. You can jump to a section by clicking one of the following links:
- Expert Can't See Customer's Video
- Customer Can't See Expert (Two-way Video)
- Distorted, Pixelated, and Blurry Video
- General Troubleshooting
Expert Can't See Customer's Video
Refresh Browser Page:
A simple refresh of a web page will often fix some video playback issues. Your customer may try clicking the refresh button in their browser's URL bar or pulling down on the screen to refresh the browser and the Streem connection. You may temporarily lose connection while it restarts, but you should get a full connection restored shortly.
Customer Can't See Expert (Two-way Video)
If you can see your customer but your customer can't see you, you can try to troubleshoot the issue by working through these steps below.
Permissions and Camera Selection:
You must give Streem permission to access your camera from your web browser in order to capture the video and share it with your customer. This can be checked in your browser privacy settings, and you can see more here.
You can also choose which camera you want Streem to use by using the device selector while on a live call. Click the down arrow next to the microphone to bring up your options for your camera if you have more than one.
Refresh Browser Page:
A simple refresh of a web page will often fix some video playback issues. Your customer may try clicking the refresh button in their browser's URL bar or pulling down on the screen to refresh the browser and the Streem connection. You may temporarily lose connection while it restarts, but you should get a full connection restored shortly.
Distorted, Pixelated, and Blurry Video:
Strong Network Connection:
A strong network is required for clear audio, and network quality and latency can quickly affect the sound quality. Please ensure both you and your customer have the best connection possible. This may mean closing other apps, moving closer to the WiFi router, switching to Data, and having the customer move as little as possible.
Note: When a customer loses connection, it can take up to 30 seconds to reconnect the video.
If you find the connection isn't the issue, there could be a problem with your customer's device or with Streem. Write into support with the details and we'll evaluate as best as possible.