SnapCall developed its own technology to offer video and audio calls to their own clients, which allow us to reduce the number of errors, monitor them and provide support in case anything unusual occurs.

While we do our best to reduce the number of errors as much as we can, it's possible that few users might encounter technical issues while using SnapCall.

Here are the three main steps you can follow to troubleshoot issues related to initiating a call:

The first thing to check is the network availability on your device, as well as its stability. This article explains what the minimum requirements are to use SnapCall and ensure the call won't be affected by excessive lags.

In case a call cannot be initiated at all, for example due to buttons in the UI being unresponsive, or a call is initiated, but some features are unavailable, one thing is worth checking is the browser's console.
In that specific area of the browser, it is possible to look for any error and some of them are easy to understand and so useful to monitor.

Chrome and Edge

Regardless of the Chrome build that you’re using, you can use one of these shortcuts to open and close the built-in console: F12 Ctrl + Shift + J (Cmd + Option + J on Mac)

Firefox

You can open the Browser Console in one of two ways: from the menu: select “Browser Console” from the Browser Tools submenu in the Firefox Menu (or Tools menu if you display the menu bar or are on macOS).

From the keyboard: press Ctrl + Shift + J (or Cmd + Shift + J on a Mac).

Safari

Unlike every other browser that we’ve looked at so far, the Error Console on Safari is disabled by default. Because of this, you’ll need to do an extra step in order to enable it on your browser.

To do this, open Safari and click on the Preferences tab. Once you’re inside the Preferences tab, click on the Advanced tab and check the box associated with Show Develop menu in the menu bar.

Now that you’ve made the Console visible, you can open it by accessing the Develop tab at the top and clicking on Show Error Console.

If you spot any unusual error on the console, but you're uncertain about what is this about or how to solve it, please raise a ticket to our Support Team. The ticket should include a screenshot of the error, a description of the issue and how to replicate this.

If you checked the browser's console, but you're unable to locate any unusual error message, it might be a good idea to verify if Snapcall is being blocked by any firewall or antivirus software.

Please raise a ticket to our Support Team in case you're uncertain how to check this step, as each device might have a different set-up and way to check such settings.

On the ticket, please ensure to describe the device used, describe your issue and the type of error encountered, if any.