Troubleshooting issues is the last thing you want to deal with while live. This document provides checklists to assist you in resolving issues should they occur.
Check out these additional resources:
🫥 Possible Issue: You can’t bring someone onto the stage.
What should happen: You see your guest in the people tab, invite them to join the stage, and they appear within seconds.
Most common causes:
Your guest uses an unsupported or outdated browser.
Your guest hasn’t accepted the browser prompt to enable their camera and mic.
A firewall, computer, or browser setting interferes with permissions.
Less common causes:
Your guest is in the wrong session or event.
Your guest is not fully logged in.
Your guest accidentally rejected the pop-up to allow camera and mic access.
You haven't entered the greenroom yet.
You embedded the event on your website, and your guest is trying to join from there.
Checklist:
Ensure your guest is using the most updated version of a Chromium-based browser or the latest iOS app.
Ensure they have allowed the appropriate browser permissions. Send them this: How to Grant Browser Access to Your Camera or Mic
If they accidentally rejected camera and mic access, advise them to exit the event, refresh the browser, and join again.
Check for computer settings that may block camera/mic access, particularly after recent updates. This is common with Macs.
If the event is embedded on your website, ensure they join directly from the Crowdcast event URL instead.
Verify if antivirus software, a VPN, or company firewall settings are blocking camera and mic permissions. See our support doc on firewall settings.
Action Steps:
Request confirmation of their presence in the correct session by asking them to type something in the chat. They should also appear in the Active section in the People tab.
Suggest trying another browser or the iOS app. A browser extension may be causing trouble.
Both parties should exit the event and restart. Ensure all Crowdcast tabs are completely closed and your browsers are restarted, then re-enter the event greenroom.
Recommend that they log out and back into their Crowdcast account.
Consider suggesting a full reboot of their computer or laptop.
If a VPN is suspected, suggest joining without it.
To rule out firewall issues, recommend that they test joining from a device from another network or a mobile hotspot.
To rule out device issues, encourage trying to join from another device (laptop/iPhone).
🔇Possible Issue: You can't see or hear someone on stage, or they can't see or hear you.
What should happen: Your guest has joined you on stage. You can see them when their camera is enabled, and you can hear them when their mic is enabled.
Most common causes:
Your guest uses an unsupported or outdated browser.
Your guest hasn’t selected the correct camera, mic, and/or speakers.
Your guest hasn’t accepted the browser prompt to enable their camera and mic.
Your guest accidentally rejected the pop-up to allow camera and mic access.
Someone's browser is "muted" or their speakers are turned off.
Someone’s headphones/airpods aren't functioning.
Another application is actively using the camera and/or mic (like Zoom, Teams, Skype, FB Messenger, etc.).
A firewall, computer or browser setting is interfering with permissions.
Less common causes:
Your guest has made too many attempts to change their AV setup, and the stage can’t keep up.
The guest isn't fully logged in.
The host isn't fully logged in.
A complex issue in selecting the correct AV input/outputs.
You embedded the event in your website, and they are trying to join from there.
Checklist:
Ensure your guest is using the most updated version of a Chromium-based browser or the latest iOS app.
Ensure they have allowed the appropriate browser permissions. Send them this: How to Grant Browser Access to Your Camera or Mic
If they accidentally rejected camera and mic access, advise them to exit the event, refresh the browser, and join again.
Check for computer settings that may block camera/mic access, particularly after recent updates. This is common with Macs.
If the event is embedded on your website, ensure they join directly from the Crowdcast event URL instead.
Verify if antivirus software, a VPN, or company firewall settings are blocking camera and mic permissions.
Action Steps:
Help your guest verify their AV module settings. First, ask them to try toggling their camera or mic off and back on. They should wait a few seconds between toggling their device off and back on again.
Ask them to re-open the AV console (the settings cog at the bottom of their screen). Ensure they have the correct mic or camera selected here. If necessary, share your own screen to demonstrate.
If you cannot hear them, you may need to confirm your own settings. Ensure you have the correct speakers input selected.
If you still cannot hear them, ensure that your browser tab isn’t muted. On Chrome, you would do this by right-clicking the browser tab.
Ask your guest to disconnect and reconnect their equipment.
Restart browser and retry if communication problems persist.
Recommend trying alternate browser (Edge/Opera, Brave) or iOS app.
Recommend that they log out and back into their Crowdcast account.
Consider suggesting a full reboot of their computer or laptop.
To rule out device issues, encourage trying to join from another device (laptop/iPhone).