Ways to Resolve Connection Issues

If you are having connection issues, we highly recommend using a computer instead of a mobile device as mobile connections tend to be less stable.

To determine which side the problem is on and who needs to continue with troubleshooting steps, please run this test: https://network.callstats.io

1- Make sure all other applications which may use audio and video are completely closed - Skype, iTunes, Music, etc.

2- Make sure all other programs or apps are completely closed and not running in the background.

3- Make sure your computer or device is fully charged or connected to a charger.

4. Switch browsers or (if on a mobile device) update or reinstall the app.

5. Log out of your Convrld account and log back in to try again.

6. Completely restart your computer/device.

7. If you have another computer, try switching devices.

8. make sure you have updated the browser to its latest version. If you aren't sure which browser version you are running, this is a great resource: https://www.whatismybrowser.com/

9. Check chrome://settings/content/camera and chrome://settings/content/microphone  to make sure Convrld is not listed in the blocked area.

10. Disable any Windows Firewall, Windows Defender AntiVirus programs (McAfee, Symantec, Norton, Kaspersky, Avast, etc) as these programs can sometimes block access to the other user.

11. Update your computer's operating system.

12. Try switching to a different wifi networ

13. If you're in a country with restricted internet, consider using a VPN (please confirm that VPN use is legal in your country before using it)

14. If you are on the mobile app, try switching to a computer or vice versa

IMPORTANT: In case none of the above helped, and you're connected from a computer when the issue occurs, take a console screenshot. That will show us the exact error that's occurring on your side. Here's how:

1. Right-click on the screen when the problem occurs.
2. Click 'Inspect'
3. Click the 'Console' tab
4. Take a screenshot of all of the text you see there. The red text shows us the errors that are happening.
5. Send the screenshot to support@convrld.com along with the link to the lesson where the problem occurred 

Cause of Connection Issues

Video conferencing also takes quite a lot of data and CPU power, so the less powerful the computer, the more CPU resources it would have to give in order to establish the connection.

Therefore, the connection quality of each session depends on a combination of factors, including: 

• the quality of the device 
• the operating system 
• the environment
• strength of each person's internet connection