Troubleshooting Video Calls

August 29th, 2021

Not being able to connect / participate in course video calls can be a frustrating experience for everyone involved. This guide will help you understand how to ensure you're ready for the best experience possible and deal with common issues that may arise along the way.

Getting Started

In order to successfully connect and participate in course video calls, you'll need the following:

The Chrome or Firefox browser installed and configured on a laptop or computer; mobile devices may work but you will not get the full experience
Access to fast, stable internet; preferably not on a work or school network as they can be restrictive
A hard-wired connection to the internet; wireless will work but you're more likely to encounter issue
Headphones or a quiet space where you'll be uninterrupted during the call

Avoid public wireless networks for video calls. They are often overloaded and you will likely experience more issues with video / audio delay or cut out.

Browsers and System Access

Like many video conferencing platforms, you'll need to allow access to your microphone and camera via your browser the first time you join a call via the Learning Center. You may also need to allow your browser to perform screen recording if you're going to use screen share functions.

Allow screen recording: Mac OS

Common Issues and Solutions

Issue	Solution
Unable to connect to audio	Make sure your browser has permission to access your microphone. Chrome \| Firefox
Unable to share webcam	Make sure your browser has permission to access your webcam. Chrome \| Firefox
ICE or Websocket errors when connecting	This usually indicates a local network problem; either a firewall or some other program is blocking your access. This occurs on networks that are more restrictive (e.g. - school or work).
Webcam footage is slow or choppy	This usually indicates a poor network connection. You can use the connectivity status icon to see a color-coded indication of your network speed and connectivity.
Audio is choppy or distorted	This usually indicates a poor network connection. You can use the connectivity status icon to see a color-coded indication of your network speed and connectivity.
"Webcam locked" message	Another program is using the webcam and the video call can't access it. Make sure any other programs that use your webcam are completely shut down.
Unable to join break out rooms	Pop up blockers can interfere with the automation of break out rooms. Create an exception in your browser or pop up blocker to allow all from https://learning.ussoccer.com/*
Unable to present or screen share	If you've been granted access to present or share in a room, you must click the "+" icon and choose "Take Presenter" from the menu.