Troubleshooting Tips

Most Common Issues:

If you hear background noise or an echo, please mute yourself while your partner is talking.

Using a peripheral camera or microphone? Tell your browser which one to use:

• Chrome: In a new browser tab, go to chrome://settings/content/camera
• Safari: In the top menu, go to Safari --> Settings for this Website --> Camera and Microphone Settings

Having problems on an Apple device? Switch to using the Safari browser.

Refreshing your browser can fix many issues and won't cause you to exit the application.

See below for troubleshooting tips to help you navigate AllSides Connect's countdown timer, conversation guide, and audio and video settings.

Countdown Timer:

You may see a countdown timer displayed in your conversation window. Don’t worry if the countdown clock goes to zero during your conversation. It is intended to keep you moving along. Nothing will happen when it reaches zero, but at that point, you should start to wrap up your conversation. 

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 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. Refresh your browser (you'll disappear briefly from the conversation, then return to the group)
2. When prompted, always allow AllSides Connect to access your camera and microphone
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:
   • Chrome: In a new browser tab, go to chrome://settings/content/camera
   • 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 the 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).

"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)

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

1. Have all participants go on "Mute" when not speaking, to minimize background noise
2. Have all participants refresh browser
3. Have all participants 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 (Chrome v70 or higher; Safari for iPads)

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

1. Check browser type and version on both sides (Chrome v70 or higher; Safari for iPads)
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 to on (yellow)

"Video is choppy or low quality"

1. If possible, reduce body movement to reduce bandwidth utilization
2. Have all participants go on "Mute" when not speaking, to reduce bandwidth utilization
3. Have all participants refresh browser
4. Have all participants close other browser tabs
5. As a last resort (not preferred), if video quality is so low that it is distracting, have all users turn off cameras and continue with an audio-only conversation