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Troubleshooting Checklist

We have a plethora of FAQs and articles that will walk you through detailed troubleshooting steps if you need help connecting to or using Gather. The following is a checklist of steps to take:

General

Refresh your browser.
Switch to Chrome if you are not using it already.
Close any other applications or browser tabs.
Disable any unnecessary browser extensions (or employ Incognito/Private mode in your browser).
Disable VPN/firewall or ask your IT to whitelist Get together.

Functioning Issues

Turn on Practice Non Disturb Style (Ctrl/⌘+U) to limit your a/v connections.
Examination User Settings(Ctrl/⌘+P):
- Reduce Limit Frame Rate to fewer fps. (Graphics)
- Turn on SmartZoom or use a big zoom for Manual Sheet Zoom. (Advent)
- Turn on Reduce Motion. (Appearance)
- Plow on Auto Idle Mute. (Audio / Video)
- Turn off HD Video Quality. (Audio / Video)
- Turn off Hardware Acceleration (Graphics)

Audio/Video Problems

Check browser settings and permissions to permit microphone and camera.
Close any other applications that utilize your mic or camera.
Bank check organisation settings and permissions (Macs) to allow screen recording, microphone, and camera.
Disconnect from external monitors.
Plough on Original Audio (Settings > User > Audio & Video) to turn off Assemble's sound processing, which includes echo reduction, automatic gain control, and noise filtering.
Review A/Five Troubleshooting FAQs

Black or White Screen Issues

Respawn into the Space.
Hard refresh your browser (hold Shift key and press refresh button on browser).
Bank check the Mapmaker to make sure the background has non been deleted or resized. (If the background is white in Mapmaker, your original groundwork has likely been deleted.)
Check if you are banned.
Clear your browser cache.
If y'all are embedding objects:
- White screen = the website does not let embedding
- Black screen = the URL needs to be https
Run across All I run into is a blackness screen—what do I do? for screenshots of black screen issues.

Yet having issues?

Bank check out our Get together Status site to meet if Gather is having any issues site-wide.
Report a bug by clicking on the Gather menu and selecting Report an Result. (Read more on reporting issues.)
If all else fails, at that place's always the ol' turn-information technology-off-and-dorsum-on-again (restart your computer).

Why can't I share my screen?

Alarm: If you accept previously granted permissions for Gather only can no longer utilize your camera, mic, or screen share, you lot may need to reset your permissions in your browser. Mac users may need to reset their system preferences as well, which means removing then adding dorsum permission for your browser.

If you are having problem sharing your screen on Get together, offset by checking your browser'southward permissions. For example, in Chrome, select the padlock in the URL bar to view the browser'due south electric current permissions. You will need to grant Chrome access to your camera to enable screen sharing.

A screenshot of the fancy office template in Gather in Chrome. In the URL bar, the padlock icon is outlined in red. Chrome's browser permissions window is open, with a red outline around Camera and Microphone, which are both set to Allow. To bank check your browser's permissions in Chrome, click on the padlock icon in the URL. Ensure Photographic camera is set to Allow.

Tip:For a complete explanation of how to share in Chrome, Firefox, and Safari, encounter the Screen Sharing article.

Mac System Permissions

If you are using a Mac, y'all may need to cheque your Arrangement Preferences as well to share your screen. Open your Arrangement Preferences. Select Security & Privacy.

A screenshot of a Mac desktop with the System Preferences window open. Security & Privacy is outlined in red. On your Mac, open System Preferences and select Security & Privacy.

Select Privacyin the acme console, then scroll down in the left menu and click Screen Recording. You may need to click the padlock in the bottom left of the window to make changes. If your browser does non appear in the list, click the plus sign and select your browser from your Applications.

A screenshot of a Mac desktop with Security & Privacy open. Screen Recording is outlined in red, and in the list of allowed apps, Google Chrome is outlined in red and selected. A red arrow points to the plus sign beneath the list of apps, with text that reads "Or click to add browser." In Security & Privacy, select Screen Recording. Select the browser to provide permissions, or select the plus (+) sign to add your browser.

You volition need to quit your browser and reopen it for the changes to save.

Tip:For a complete caption of how to manage your Mac permissions, run across the System Permissions article.

Warning:We practice not currently support other browsers, so we have not included data for screen sharing outside of Chrome, Firefox, or Safari.

Why doesn't my Bluetooth piece of work?

Is Gather switching your audio inputs every time you switch tabs? Or are you lot able to hear others only they can't hear you? Huge changes in sound quality when you mute and unmute? If y'all're using a bluetooth headset, this article may provide some clarity.

Bluetooth Profiles

Every Bluetooth accessory comes with a built-in profile, which is a parcel of software that tells the device how to "treat" the accessory. Some devices will automatically sense a Bluetooth accompaniment, and then utilize an incorrect profile to them from their own library.

If you find that yous can just hear others only they tin't hear you, the cause may exist your Bluetooth profile. Bluetooth A2DP, a type of Bluetooth profile, does non allow for stereo audio plus microphone at the same time.

Many Bluetooth headsets, widely produced before 2018, use Bluetooth A2DP. Some mobile devices volition accommodate the limitation of A2DP past switching between sending microphone inputs and receiving stereo audio input quickly and automatically. Some devices (computers, tablets, etc.) do not support the automatic switching of inputs and outputs required by A2DP for a smooth experience.

Ane solution would exist to use a separate microphone if you lot wish to utilize Bluetooth headphones.

Test Inputs

When yous select your input (mic) in Gather, your computer will generate a listing of what it views equally available. In the gif below of the Check Your Hair screen, the driblet-down menus show several options for the same headset. Each option is a different contour that tin can apply to the device.

Alarm: Firefox for Windows and Mac does not allow you to set up a carve up speaker output.

(1) Before you enter a Infinite, y'all tin can effort different input and output combinations.

Finding the correct combination that works for yous may take some trial and error.

Notation:To alter your a/v selections from inside the Space, merely open User Settings (Ctrl/⌘+P).

Why practise I hear an echo when talking to someone?

An repeat tin happen if the calculator does not accept congenital in noise reduction. The estimator's speakers are sending out sounds, and the microphone is picking it support and sending it back through the computer.

Try using headphones or using third party software that would cancel out this noise automatically similar Krisp.ai.

Mobile Troubleshooting

If you are having problem hearing or seeing other users on mobile, try a few of the following steps to reconnect to Get together:

Audio/Video and Functioning Issues

Turn your mic and/or video off and on again.
Enable Prioritized Audio, which turns off the video feeds of the people you are continued to. To practice this, tap the white icon of the camera with the line through it that displays beneath a person's video feed. To re-enable video, tap the green camera icon.

In the video carousel at the height of your mobile screen, tap the icon of the camera with a line through information technology to disable or enable video feeds.

Turn on Quiet Mode to limit your a/v connections. (Select the iii dots in the bottom bar of your mobile screen, then select Placidity Fashion. However, this feature is not available for remote work Spaces).

Warning: Currently on iOS Safari, y'all demand to mute and unmute your audio and video manually when you enter a new conversation. Otherwise, you tin run across yourself, simply others cannot hear or come across you lot.

Black Video Feeds from Others

Tap the video feed to expand to full screen to refresh the video feed.

Still having issues?

Check out our Get together Status site to see if Gather is having whatever issues site-wide.
Report a problems by selecting the three dots in the bottom bar of your mobile screen and and then selecting Report an Issue. (Read more on reporting issues.)

Three screenshots of Gather on mobile. In the far left image, the bottom menu is expanded and Report an issue is outlined in red. In the second image, the Report an issue modal is open, which lets you select a Reason for the bug report, enter your email address, and enter a message. The third image is the success message that displays when you submit a bug report on mobile. To change your settings, tap the three dots in the bottom bar of your mobile screen. Select Study an outcome to submit a issues report.

Firefox Issues

In August 2021, Firefox was updated to utilise a new video rendering engineering called WebRender.

WebRender may improve sound and video operation in Gather, but it may also cause instability and other problems similar flickering, artifacting (graphic distortion), or even (in rare cases) a full organisation crash.

If you are experiencing these kinds of issues in Get together, delight utilize this support article from Mozilla to troubleshoot.

How exercise I get livestreams to work?

For livestreams, you demand to leave the Synchronized Showtime Time and Brandish (Kickoff) and Brandish (End) fields blank in the Avant-garde Options for Embedded Video. The synced Boob tube office automatically moves the time dial forrard or backward to ensure all participants are seeing the same function of a video and livestreams on Youtube practice not take a time dial. YouTube already handles the video synchronization on their cease, which means yous only demand to link the livestream as if yous were embedding a regular video.

All I run into is a black screen—what exercise I practise?

There are several reasons why you may see a black screen or blackness background. Here are some quick troubleshooting tricks you can try to resolve your issue.

Reset Your Location

Occasionally in that location may exist an effect with your current position due to map edits or other situations. The quickest way to resolve this is to try and respawn to a default spawn location in the Infinite. Select your name (the personal card) in the toolbar, and so select Respawn.

In the toolbar, select your proper noun, so select Respawn.

Try a Hard Refresh

A hard refresh in your browser is different from a regular refresh in that it also clears the webpage'south cache. Doing this will not log you out of Gather or forget your position in the space, and cached files for other sites will not be affected.

First, go to the Get together space that's having the problem. And then use the following central combination to refresh the page:

Chrome or Firefox for Windows: Printing Ctrl+F5. If that doesn't work, attempt Shift+F5 or Ctrl+Shift+R.
Chrome or Firefox for Mac: Press Shift+Command+R.
Other Browsers:Try pressing the browser'due south refresh push button while holding down shift, or manually clear the website cache in the browser's settings.

Add a Background

If you see a black groundwork, but you can still come across objects, the background may take been accidentally deleted (or non saved, if you were using the Walls and Floors Painter tool in the Mapmaker). If you lot own the Space and you have a copy of the background, you tin try uploading it again.

Open the Mapmaker. Click the hamburger carte du jour in the height left corner. Click Background & Foreground, then Upload a Background.If you used the Walls and Floors Painter tool (drew your ain background), you will demand to recreate the background. When you lot are finished drawing or uploading your groundwork, click Done in the Peak Nav Carteof the Mapmaker, and then click Salvage before reloading the Space.

A view of a blank map in the Mapmaker. The hamburger menu is outlined in red, and the menu is expanded. Background & Foreground is selected, and another expanded menu has Upload Background, Upload Foreground, Download Background, and Download Foreground. Open the Mapmaker. To draw or upload a new background, select the hamburger menu, then select Background & Foreground, then select Upload Background.

Check If You lot Are Banned

If your entire screen is blackness and yous practice not encounter whatsoever objects, there is a high possibility that you were banned from the Space. Bans are done by IP accost. This means if you tested the ban office on yourself or a member of your household, y'all may accept banned yourself from your Infinite. For more than information and bachelor options moving forward, please meet our folio on Block, Boot, & Ban.

Clear Your Cache

Occasionally in that location may be issues with stored cookies or other data in your browser's cache. Endeavor immigration your browser's enshroud to help resolve these issues.

Gather Lost Connexion

If y'all encounter a "Gather lost connexion" error message, it'southward possible you've lost connexion to Gather'due south servers. You may still be connected to our video servers and be able to see and hear others, but move and object interaction maybe afflicted.

Try refreshing the page or switching browsers (Chrome or Firefox piece of work all-time). If you lot are on a VPN, effort disconnecting from the VPN or whitelisting Get together (run across our VPN & Firewall Admission article for more than info).

If these steps do not resolve the consequence, please ship send u.s.a. a bug study by selecting the main menu (Get together grapes icon), then choosing Report an Issue.

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Source: https://support.gather.town/help/av-troubleshooting