Help Center

# signal_cellular_nodata Why is my audio or video transmission impaired?

If a connection has been established but you experience stuttering, distorted sound, or dropouts, this is usually due to insufficient bandwidth or inadequate processing power of your end device.

# network_check Root Cause Analysis & Checklist

Before changing any settings, please check these basic factors:

  • Wi-Fi vs. LAN: Are you using a wireless connection? Signal quality drops with distance to the router or due to obstacles (walls).

    Recommendation

    For stable real-time communication, an internet connection via a LAN cable is generally recommended.

  • Check Bandwidth: Good Wi-Fi reception to the router does not automatically mean high internet speed.
    • Use our internal System Check to test your performance.
    • Alternatively, you can search online for a "Speedtest."
  • Fluctuations: Bandwidth can vary depending on the time of day, local construction sites, or provider issues.
  • Device Performance: Ensure that your device meets the General System Requirements.

If the stream suddenly disconnects:

  1. Wait: The system usually attempts to restore the connection automatically.
  2. Restart manually: Turn your video off briefly using the button and turn it back on after a few seconds.
  3. Re-join: Briefly leave the session and re-enter the room.

# high_quality Is the quality unsatisfactory?

With a weak connection, it is often helpful to set priorities:

  • Audio-Only Mode: Turn off your camera. Without the video signal, the required bandwidth is massively reduced, which usually stabilizes the voice quality immediately.
  • Background Applications: Close programs that are loading data in the background (e.g., cloud backups, YouTube, other video tools).

# headset_mic Audio Problems and Feedback (Echo)

# "The others can't hear me well"

Standard microphones on laptops often pick up a lot of ambient noise and sound tinny.

  • Solution: Use a headset with an integrated microphone.

# "There is feedback (Echo)"

This effect occurs when participants hear themselves or others multiple times.

  • The Cause: Usually, someone is not using a headset and the speakers are set too loud. The microphone picks up the sound from the speakers and plays it back into the session.

  • Solution: Reduce the volume or – ideally – use a headset.

    Special Case: Same Physical Room

    If you are working in the same session with several people sitting together, only the person currently speaking should have their microphone active.

# Do you need further assistance?

If these steps do not help, please contact your IT administration to check if firewalls or security filters (DPI) are blocking the data stream.

Hilfreiche Links & Tutorials

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