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Help Center

How do I troubleshoot audio, video, or connection issues during a consultation?

Technical issues with audio, video, or connection during a consultation can be disruptive, but these steps can help you resolve the most common problems:

  1. Audio Issues:
    1. Check Your Microphone and Speaker Settings: Ensure your microphone and speakers are connected and working properly. Check your system's audio settings and confirm that the correct devices are selected for both input and output.
    2. Test Before the Session: Use the platform's audio test feature, if available, or perform a test call with another user before the session begins.
    3. Mute and Unmute: Sometimes the issue is as simple as forgetting to unmute your microphone. Double-check your microphone status during the session.
  2. Video Issues:
    1. Check Camera Permissions: Ensure that the platform has permission to access your camera. If you're using a browser, you may need to grant camera access in the browser settings.
    2. Update Camera Drivers: If you're using a webcam, check if your camera drivers need to be updated.
    3. Close Other Programs: Other software using the camera (e.g., Zoom or Skype) can cause conflicts. Ensure that no other programs are using your camera during the consultation.
  3. Connection Issues:
    1. Check Your Internet Speed: Slow internet speeds can affect video or audio quality. You can test your connection speed using a service like Speedtest.net.
    2. Switch to a Wired Connection: If you're using Wi-Fi, try switching to a wired Ethernet connection for more stability.
    3. Restart Your Router: If your connection is slow, restarting your router can sometimes fix connection issues.
    4. Use Platform's Troubleshooting Tools: Some platforms, including iknowly, may offer built-in troubleshooting tools for connection issues. Use these to test your connection.
  4. Ask the User to Check Their End:
    1. If the issue persists, politely ask the user to check their settings and try troubleshooting on their end as well.

If issues persist after trying these steps, contact support@iknowly.com for assistance. Our support team will work to resolve the problem as quickly as possible.