Streem Troubleshooting Guide

We at Streem pride ourselves on the ease and reliability of our technology, but there are still a few things that can go wrong. We recommend bookmarking this guide so you can find solutions quickly if anything comes up during a call.

Interacting with Streem Expert View...

• Expert cannot login for the first time ever
• Expert needs to reset their password

Starting the call…

  Sending the invite: 

• Expert seeing "Oops, the connection timed out..." invite error
• Expert seeing "Something went wrong..." invite error
• Expert seeing "Unable to deliver invitation..." invite error
• Expert seeing "This phone number belongs to a landline..." invite error

  Getting the invite:

• Customer doesn’t get the SMS invite
• Invite link isn’t clickable

  Opening the invite:

• Page takes a long time to load or times out
• Customer gets a “browser unsupported” error message
• Customer gets an “invitation expired” message
• Customer doesn’t get prompted for camera permissions
• Customer doesn’t get prompted for microphone permissions

During the call…

Video issues:

• • Expert sees a black screen instead of customer video
  • Video is blurry or pixelated
  • Video cuts in and out
  • Video is sideways (stuck in landscape or portrait orientation)
  • Video is distorted, has parallel lines

Audio issues:

• • Audio is distorted or hard to hear
  • Customer can’t hear the expert
  • Expert can’t hear the customer
  • Customer's audio is cut off by another app

Other issues:

• • StreemShot™ photos don’t take

After the call…

• The video recording takes a long time to load
• StreemVision™ text recognition doesn't extract the model or serial number from a StreemShot™ photo