I can't hear other participants 🎧

  • The volume of your device may be set too low. If on an iPhone, try minimizing your browser then make sure no other apps are running, then go back to your meeting.

  • Make sure when you're using an external headset that it is connected properly. Make sure that the Bluetooth on your device is activated and your Bluetooth headset is charged and properly synced. You can also check the volume as some headsets have their own mute and volume settings.

  • One way to also check whether you can hear correctly is by playing some other audio/video source on your device

  • Make sure that you have allowed the application access to your camera and microphone. If you did not see a pop-up, you might want to check and reset your browser settings. Learn more here.

  • By default, every participant who joins the meeting needs to connect the audio. Before they connect, you will not hear them.

  • Maybe the participant is muted? This can be checked by clicking on the participants' button at the bottom left corner of your screen.

Other participants can't hear me👂

  • Ensure your audio is still active by checking the microphone in the bottom left corner of Shaman Remote and make sure it is connected and not muted.

  • Make sure that the audio on your device is muted. (NB: with iPad, the mute button is a separate function from the volume function).

  • If you're using a headset, check to see if it's properly connected. Make sure your wireless headsets are charged and synced to your device. Check if your headset has its own volume settings and make sure that it's not muted.

  • Ensure your audio speaker or headset is selected as an audio source in Shaman Remote by going to settings in remote meetings and checking the audio source.

  • When you enter the meeting your audio is set to mute by default. You will know this by the highlighted microphone icon at the bottom left side of your screen. You can toggle this button to mute or unmute between your presentation.

  • If the other participants still cannot hear you, you can try to reload/ refresh the webpage. Audio and video will be connected again.

I can't see other participants 📹

  • When a participant joins a remote meeting, they would need to allow access to their microphone and camera. If they choose to block, they will join the meeting without video capability, but will still be able to view your video. Also, when you are using other devices, some have defaulted to denying or not allowing access to microphone and video and would need to go to the device's settings to change it. Learn more here.

  • On the left-hand side of the screen, if the avatar of a participant is showing grey, it means that the participant opted out of using video.

Other participants can't see me 👁️

I can see myself

  • If the other participants cannot see you, you can try to reload/ refresh the webpage. Audio and video will be connected again.

I can't see myself

  • Is your webcam on? You can toggle your webcam on and off by pressing the bottom left side of your screen.

  • Make sure that no other application is using your webcam. Close any applications that might be using your webcam, including video editing software, virtual camera software, instant messengers, and Internet browsers.

  • Check that your camera is listed and enabled in Device Manager, even if you’re using the computer’s built-in camera. Refer to your Device's Manual for details on how to access your Device Manager

  • Is your webcam selected as a video source in Shaman Remote? To do this, go to settings in remote meetings and check the video source.

  • At the initial set-up, presenters should always allow access to audio and video. Opting out of this or "blocking" access will disable your capability to share your webcam. If you don't like sharing webcam during a presentation, you can toggle your camera on and off by clicking the camera icon found at the bottom left corner of your presentation screen.

  • As a presenter, you can set up a remote meeting without audio and video features, but you can also start the meeting without video. In that case, your video is not connected

Video or audio connection is poor during the call

  • Check your internet connection

  • If available, switch to a more stable network connection

  • Make sure there is enough bandwidth for you to start or join a remote meeting. Avoid streaming, downloading, or uploading during your meetings.

  • Your device might experience problems processing the data of the remote meeting. Especially mobile devices can have processing or memory issues. Check your device if it meets the remote meeting system requirement or if available, switch to a laptop or desktop.

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