Meeting Room Troubleshooting Guide

Before we get started with the troubleshooting information, make sure you are using one of our supported environments. If you're already on a supported environment, try a test call (account required) to make sure everything is set up properly. If that does not resolve the issue, try the following troubleshooting steps.

Trouble Connecting to a Meeting Room

  • Reload the page.
  • Make sure only one meeting room is open at a time.
  • Access the link again.
  • Close unnecessary tabs and apps (like Skype) that may be using your camera or microphone or affecting your connection.
  • Turn off browser extensions. (VPNs may have to be completely removed depending on your browser).
  • Check if Firewall/Antivirus is blocking access to the meeting room.
  • If you're not already, try using Chrome or Firefox.
  • Monitor CPU usage during a meeting to ensure that it does not reach 100%. If your CPU is close to 100%, we recommend that you close other programs that are using up the CPU. Check your Task Manager for Windows or Activity Monitor for MacOS.
  • Check with your ISP to find out if they're blocking access to the meeting room.
  • Some browsers may not recognize that you are active in the meeting room if you are the only one in the room. Depending on your settings, your computer may display the screensaver.

Trouble with Microphone and Video

  • Close other applications (like Skype) or browser tabs that may be using your camera or microphone to avoid interference with our video system.
  • Make sure only one meeting room is open at a time.
  • Unplug and plug in your headset/mic/camera. Refresh the page after connecting.
  • Make sure the Microphone and Video are not muted (if muted, a slash will be shown over the icon).
  • Select a different audio input from the call settings screen if other participants can not hear you in your current set up.
  • Try with a different headset/mic/camera.
  • Try using a new private browser or a different browser.
  • Turn off browser extensions (VPNs may have to be completely removed depending on your browser).
  • Check drivers are up to date. Alternatively, if your drivers have been recently updated, try using earlier versions or installing different ones.
  • (Safari - iOS) If you open other tabs, so that the tab for your video call is not active, the browser may close the call to save memory after around 10 minutes. If that happens, please reload the meeting page.
  • (Safari - iOS and Mac) Only one tab can use the camera and microphone. If a second tab requires the camera or microphone, then the first tab will get muted. The tab with the call needs to be closed and reopened for the microphone to work again.

If you still cannot access your meeting room, or cannot hear or see other participants, make sure you have enabled permissions in the steps below. If that does not help, take a screenshot of the page and email the image and URL for the meeting along with basic meeting information (date, how many attendees, computer environment etc) to the support team at bellbird-support@engoo.com.

Permit Microphone and Video Access

In order to do a meeting, you will need to enable access to the mic and webcam in your browser setting.

The first time you go to a meeting room, you will be prompted to set it up; please allow microphone access as well as camera access.

If you've skipped the video set up, you can access the menu to reset it from the video icon or in settings.

If you revoked your browser from accessing your microphone or video, you can change your permissions with the following steps:

Chrome

Click the camera icon on the right side of the address bar.

In the pop-up dialog, select the first option and click "Done" to close it.

Firefox

Click the camera or microphone icon on the left side of the address bar. It should be next to the padlock icon.

Click the ✖ mark in the "Permissions" section of the pop-up window, next to "Use the Microphone".

Click "Try again" to try to access the camera again. If that doesn't work, try reloading the page.
Please check the "Remember this decision" box to keep the same permissions for future meetings, as we won't prompt you to change your permissions after the first meeting.

Safari

Certain versions of Safari will require you to give permission for access to the microphone and webcam every time.

Open the "Safari" application menu (in the top left corner of the screen, next to the Apple logo) and select "Settings for This Website…".

Click on the text to the right of "Camera" and select "Allow" from the list. Do the same for "Microphone".

Edge
  1. Go to Settings.
  2. Click "View advanced settings".
  3. Click on "Manage" under Website permissions.
  4. Click on engoo.com.
  5. Enable permissions.

Close the Settings and reload your meeting room, then proceed with allowing access to the microphone and camera.


iOS Safari
  1. Go to Settings and select Safari.
  2. Scroll down to "Camera & Microphone Access" and make sure it's turned on. (If you have revoked access on Safari, toggle the "Camera & Microphone Access" off then back on to reset the permissions).
  3. Go back to the Safari app and reload your meeting room, then proceed with allowing access to the microphone and camera.

Android Chrome
  1. Open Chrome and click on the browser settings and select Settings.
  2. Select Site Settings.
  3. Select Camera and/or Microphone.
  4. Tap Blocked to reveal the website information and tap Engoo.
  5. Tap on the blocked content under Permissions.
  6. Enable permissions by selecting "Allow".

Close the Settings and reload your meeting room, then proceed with allowing access to the microphone and camera.