Ways to Resolve Connection Issues
If you are having connection issues, we highly recommend using a computer instead of a mobile device as mobile connections tend to be less stable.
To determine which side the problem is on and who needs to continue with troubleshooting steps, please run this test: https://network.callstats.io
- Make sure all other applications which may use audio and video are completely closed - Skype, iTunes, etc.
- Make sure all other programs or apps are completely closed and not running in the background.
- If you see an error "There was an error with your webcam, disabling video" or "Your audio/video has been disabled due to a problem with selected device" and your camera/mic is not working - turn off all other programs and apps and restart the computer.
- Make sure your computer or device is fully charged or connected to a charger.
- Click the button in the header to lower the video quality of the call. Please note that this option is available for teachers only: the teacher controls this and the teacher should lower quality. The quality then lowered for both teacher and student.
- Switch browsers (Verbling supports Chrome or Firefox) or (if on mobile device) update or reinstall the app
- Log out of your Verbling account and log back in to try again
- Completely restart your computer/device
- If you have another computer, try switching devices
- Use only Chrome or Firefox browsers, and make sure you have updated the browser to its latest version. If you aren't sure which browser version you are running, this is a great resource: https://www.whatismybrowser.com/
- Check chrome://settings/content/camera and chrome://settings/content/microphone to make sure Verbling is not listed in the blocked area.
- Disable any Windows Firewall, Windows Defender AntiVirus programs (McAffee, Symantec, Norton, Kaspersky, Avast, etc) as these programs can sometimes block access to the other user.
- Update your computer's operating system.
- Confirm that your microphone and camera are working with Verbling by performing an equipment check: Go to your dashboard https://verbling.com/dashboard and on the bottom left under "Quick links" click on "Equipment check".
- Try switching to a different wifi network
- If you're in China, see this article: http://support.verbling.com/en/articles/3292744-how-can-i-connect-to-verbling-from-mainland-china
- If you're in a country with restricted internet, consider using a VPN (please confirm that VPN use is legal in your country before using)
- If you are on the mobile app, try switching to a computer or vice versa
IMPORTANT: In case none of the above helped, and you're connected from a computer, please enter the lesson using Chrome browser, and when the issue occurs, take a console screenshot. That will show us the exact error that's occurring on your side. Here's how:
- Right click on the screen when the problem occurs.
- Click 'Inspect'
- Click the 'Console' tab
- Take a screenshot of all of the text you see there. The red text shows us the errors that are happening.
- Send the screenshot to email@example.com along with the link to the lesson where the problem occurred
Cause of Connection Issues
When you use Verbling, you're connected directly to the other user to protect the safety and the privacy of your data.
When you connect directly, we can't guarantee that your connection won't be blocked by the other user's setup (Firewall, ISP policy etc). Please note that this is not a matter of Verbling being unstable or not working, but simply a matter of the other person's setup causing an interference.
Video conferencing also takes quite a lot of data and CPU power, so the less powerful the computer, the more CPU resources it would have to give in order to establish the connection.
Therefore, the connection quality of each session depends on a combination of factors, including:
- the quality of the device
- the operating system
- the environment
- strength of each person's internet connection