Troubleshooting Tips

Most Common Issues:

1. Having trouble connecting audio or video?
   • Be sure to click "Allow" if prompted to allow access to your camera and microphone.
   • Make sure your camera, microphone and speaker volume are on, not muted or blocked
   • If still having problems, try refreshing the existing browser tab (don't open a new tab); this can fix many issues and won't cause you to exit the application.
2. Hearing background noise or echo? If so, please mute yourself while your partner is talking.
3. Having problems on an Apple device? Switch to using the Safari browser.
4. Using a Microsoft browser? Switch to Chrome, Mozilla Firefox, or Safari.
5. Make sure you've closed any applications that may already be using your camera or microphone.
6. Using a peripheral camera or microphone? Tell your browser which one to use by clicking the "Settings" button (which looks like a gear) in the upper lefthand corner of your screen.
7. Still not connecting to the right peripherals? Go to your browser settings:

• Chrome: In a new browser tab, go to chrome://settings/content/camera
• Chrome: In a new browser tab, go to chrome://settings/content/microphone
• Mozilla: In a new browser tab, go to https://support.mozilla.org/en-US/kb/how-manage-your-camera-and-microphone-permissions
• Safari: In the top menu, go to Safari --> Settings for this Website --> Camera and Microphone Setting

8. If, for any reason, you are unable to make the AllSides Connect platform work for you, try holding your conversation via another platform such as Zoom, zoom.us (a free, Basic plan allows 1 to 1 conversations lasting an unlimited length of time) or Google Meet, meet.google.com.

First print out the 1:1 Red/Blue conversation guide here, the 1:1 Black/White conversation guide here, or the Rural/Urban conversation guide here.

We strongly desire that you be able to see each other during the conversation, but as a last resort, you can talk to each other over the phone.

See below for additional troubleshooting tips:

Conversation Timer:

You may see a "count-up" timer displayed in the lower left corner of your conversation window. This keeps track of total time spent in conversation, and is intended to keep you moving along. The platform will not force you to change rounds or end the conversation at any specific time; you and other participants decide how much time to spend in each round, and in total. 

Advancing Through the Conversation Rounds:

Each participant can freely click forward and backward in the conversation rounds. The goal is to be looking at the same round at the same time. Check and confirm verbally among all participants when ready to move to the next round. For extra insight, each participant's video window displays the round that is open on that person's screen.  

Managing Audio and Video: 

As an application that runs entirely in the browser, AllSides Connect delivers the best possible audio and video quality, without downloading any proprietary software to your device.

Sometimes users report issues with their audio or video connection in AllSides Connect. If you are having any issues, use the following guide to help troubleshoot your connection. In general, if you are facing any issues with your video or audio connection, try these steps first: 

1. When prompted, always allow AllSides Connect to access your camera and microphone
2. Still having trouble? Refresh the existing browser tab. You'll disappear briefly from the conversation, then return to the group.
3. Check that your camera and microphone icons are switched to "on." 
4. Using a peripheral camera or microphone? Tell your browser which one to use by clicking the "Settings" button (which looks like a gear) in the upper lefthand corner of your screen.
5. Still not connecting to the right peripherals? Go to your browser settings:
   • Chrome: In a new browser tab, go to chrome://settings/content/camera
   • Chrome: In a new browser tab, go to chrome://settings/content/microphone
   • Mozilla: In a new browser tab, go to https://support.mozilla.org/en-US/kb/how-manage-your-camera-and-microphone-permissions
   • Safari: In the top menu, go to Safari --> Settings for this Website --> Camera and Microphone Settings
   • If these steps do not solve your issue, check out additional tips below.

Common Audio Issues:

"Other participants can see me, but can't hear me."

1. Check computer settings to ensure correct audio output source is selected.
2. Check browser type and version (Chrome v70 or higher; Safari for iOS devices, such as 5th gen iPad/iPhone 6S or later).

"I can see other participants, but can't hear them"

1. Check that computer volume is turned up
2. If using a headset, check that it is plugged in and selected as the audio input source
3. Check that users on other side are not muted
4. Have other side refresh browsers and "allow" AllSides Connect to access camera and audio
5. Check browser type and version (Chrome v70 or higher; Safari for 5th gen iPad/iPhone 6S or later)

"My audio is choppy or low quality, or there is background noise or an echo."

1. Go on "Mute" when not speaking, to minimize background noise
2. Refresh browser
3. Close other browser tabs
4. Some smartphone devices generate intermittent noise interference, i.e. a "clicking" sound

Common Video Issues:

"Other participants can hear me, but can't see me."

1. Make sure camera is not blocked
2. Check computer settings to ensure correct camera source is selected
3. Check browser type and version (should be Chrome, Mozilla Firefox, or Safari)

"I can hear other participants, but can't see them"

1. Check browser type and version on both sides (should be Chrome, Mozilla Firefox, or Safari)
2. Check that other side is transmitting video; have other side refresh browser and "allow" video
3. Check that all participants have their camera icon switched on

"My video is choppy or low quality"

1. Reduce body movement to reduce bandwidth utilization
2. Refresh browser
3. Have all participants close other browser tabs
4. As a last resort, if video quality is so low that it is distracting, turn off your camera