Video call not working? Quick fixes for joining problems

You clicked a meeting link and something is not working: you cannot join, others cannot see or hear you, or the call keeps dropping. Work through these steps in order. Most problems are solved by step 1 or 2.

1. Allow camera and microphone

When the browser asks for camera and microphone access, click Allow. If you accidentally clicked "Block", click the small camera or lock icon in the browser's address bar, allow camera and microphone, then reload the page.

2. Reload the page

Many one-off glitches (black video, silent audio, a frozen screen) disappear after a reload. Just open the meeting link again, you will come right back into the call.

3. Check the basics

Sound: is your device muted or the volume down? Use the Test button next to the speaker selection on the join screen.
Camera in use elsewhere? Close other apps that might be using it (Zoom, Teams, another browser tab).
Headset: on the join screen, check the correct microphone and speaker are selected.

4. Try a different browser or device

Use a current version of Chrome, Edge, Firefox, or Safari. If the call fails on your computer, try your phone. The meeting link works there too.

If the call works on your phone but not on your computer in the office, your company network is very likely blocking video calls. Read on.

5. On a company network: mobile hotspot or IT

Company firewalls and proxies sometimes block video connections. The join screen tests your connection automatically and warns you if this is the case. Two ways out:

Right now: connect your computer to your phone's mobile hotspot and join again.
Permanently: send your IT department our network requirements page. It lists exactly what to allow.

Still stuck?

Contact the person who invited you. They can switch the meeting to a phone call or send you a new link, and they can reach our support with the exact time of the attempt so we can check what happened.