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Troubleshooting

We have collected some quick tips to achieve the best possible end user experience as well as guidance for trouble shooting if you would encounter any problem

Current service status is found at Compodium Service Status where we immediately updates if any service disruption

Tips and tricks to achieve the best possible end user experience​

  • As in most of video meetings, for the best experience we suggest to use headphones to reduce background noise
  • We encourage end user to use a browser that is updated and our recommendation of browser choice is Chrome or Chromium based broswers
  • Before a meeting the best way to prepare is to check that your browser has permissions to use Camera and Microphone within the operative system. For Mac users we recommend to follow the the guide microphone and camera. For Windows users we recommend the guide Camera & Microphone in Windows

Prepare yourself with our own Compodium Pre Call Device and Connectivity test​

Our goal is that all our customers and their end users have the best possible experience. This is something we are always working on improving. However, there are some parts of the video call beyond our control, like devices and connectivity. In order for us to help our end users as much as possible, we know that the best way is to discover the issues before the call and fix them!

Our Pre Call Test is a simple and quick check of your technical setup before the meeting. It verifies that the browser can reach your microphone and camera and that your connection is secure and stable. This ensures that real-time communication like video meetings runs smoothly and that the data transmission is robust and reliable. We make certain that your audio and video are sent without a hitch (ensuring firewalls aren't blocking your data). We will check that you have the perfect setup for a video meeting or advise on what may be causing the issues.

So what does that mean? Our Pre Call Test is just a simple and quick test to check the technical setup before the meeting. That the browser can reach your microphone and camera, that your connection is secure for a smooth call (https connectivity), ensuring that real-time communication like a video meeting is runs smoothly and that the data transmission is robust and reliable (web socket connection) and one of the most common pain point: We make certain that your audio and video are sent without a hitch (make sure that not for example firewalls are blocking, quite common of office network)

In summary, Compodium Pre-Call Test is your tool to ensure everything is shipshape before your important calls. Use it yourself - or send it to your guest in the meeting invitation before the meeting!

If audio or video is not working​

  • The most common issue is that the microphone or camera is blocked by another tab or program. Close any other applications or tabs that may be controlling access to the camera or microphone
  • Make sure that your browser has the permissions to use the camera and microphone. Follow steps below to trouble shoot this:
    • Check that your operative system allos the browser to use camera/microphone.
    • Make sure that you have allowed the browser to access the camera/microphone. Depending of which browser you use, this can be troubled shoot differently. For Chrome users we suggest the following guide Use your camera & microphone in Chrome.
  • Refresh your browser tab
  • Try loading the page in a private or incognito window
  • Quit/close your current browser and try joining from a different browser
  • Try clearing your browser cache and cookies, then reboot your computer

Problem with video meeting from office network​

If problems is occuring when a user calls in from a office network, it might be that the office might have a firewall that blocks the traffic. In order for this to work, you will need to open up the ports TCP 80/443 and UDP 3478

Still having problems?​

Feel free to reach out to us by submit a request