🐞Troubleshooting lives

Here are a few tips for investigating and solving problems in your live room:

1. Check the configuration used by the participant experiencing the problem

2. Check the authorizations given to activate the microphone and camera

3. If the participant cannot hear the others ...

4. If participants can't hear the speaker

5. Echo problems

6. Still can't solve the bug? Please contact us!

Recommended configuration

To ensure that the live room runs smoothly, please check the following first:

• Use a Chrome browser.

  • If not, try using Chrome.

  • If your problem persists :

    • make sure your browser is up to date,

    • test with another browser.

• Close all programs requiring a camera and microphone.

• Check the quality of your Internet connection (Tips to improve it: connect to Ethernet and close any tabs/applications that may be utilizing your Internet connection).

  • Check your connection speed: we recommend a minimum of 10Mbps for both download and upload speeds 👉 Speedtest by Ookla

  • Check your connection stability: 👉 Ping (red bar = outage)

Authorize microphone and camera

As a Speaker, when joining a live event for the first time, your browser will prompt you to allow access to your webcam and microphone.

If you've accidentally blocked access, no worries! You can easily change these settings by clicking on the lock icon located to the left of your address bar.

Sound problem

1. Test the sound on another site

...on a youtube.com or vimeo.com video, for example.

If you have no sound on these pages, it indicates a configuration issue. Here are some steps to address the issue:

• Enable sound on your computer.

• Check the connection with your headphones, and test with another set of headphones.

• Disconnect the headphones and use the computer speakers instead.

Otherwise...

2. Check that sound is not muted on the page

Sometimes, sound may be muted on certain sites: check that go.meltingspot.io is not muted by following these steps:

• right-click on the tab where the site is open

• check whether it says "Unmute site" / "Reactivate site sound".

• If so, click on "Unmute site" to activate the sound.

3. Try the following actions:

• Refresh the page using the keyboard shortcut, Ctrl + Shift + R, (to perform a hard reload that clears the cache.)

• Try private browsing.

• If you were not on Chrome, try again from the Chrome browser.

Microphone problem

There are several tests you can perform:

• Check that your browser authorizes microphones/speakers on go.meltingspot.io: click on the padlock in the top left-hand corner to check the authorizations granted to the application.

• The network may be "too" secure, preventing MeltingSpot from accessing the microphone and/or camera. Try using another Internet network or connect using cellular data and connection sharing.

• Refresh the page with Ctrl + Shift + R.

• Try private browsing.

• If you were not on Chrome, try again from the Chrome browser.

Echo problem

If you're in the same room as another live performer, make sure everyone is wearing headphones.

Otherwise, the sound will come out of a loudspeaker and be detected by the surrounding microphones: this is known as feedback.

On most computers, screen sharing is enabled by default on all browsers. If you're using macOS Catalina, you may need to authorize this feature yourself. To do so:

• Open your Mac's settings (System Preferences), then click on Security and Privacy. Choose Screen Recording from the sidebar.

• In the Screen recording section, click on the box next to Google Chrome to authorize screen sharing for your daily video calls. You may need to click on the unlock icon in the bottom left-hand corner.

• Then click on "Quit now". You won't be able to perform screen sharing until you quit and restart Google Chrome.

• Join your video call. You should now be able to share your screen!

Still not getting it? Contact us!

If the problem persists, collect the following information and share it with the MeltingSpot team:

• Browser

• OS (Mac / Windows and version)

• Link to live room

• Screenshot of the console (here's how to do it, or even better, you can use the free Chrome "JAM" plugin)

• Email of the person(s) who had the problem

• Date and time of problem