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How to troubleshoot general issues with SnapCall?

Guillaume Chauviere avatar
Written by Guillaume Chauviere
Updated over a year ago

In this article, you will find troubleshooting steps for resolving some of the most common problems we see with SnapCall client applications. Please continue reading for possible solutions to your issues.

Notice: Prior to going live with a SnapCall Client application, we recommend going through the following checklist:
​ · Open network ports in your router/firewall/antivirus software. For full details, please see All About SnapCall IP Addresses.
​ · If your router supports QoS, prioritize the ports mentioned above, or the IP address of the computer(s) making client calls.
​ · Visit https://test.snapcall.io, and place a test call. Verify two-way audio. If desired, run a bandwidth test to determine client call capacity for your network.

Can't use/activate microphone or video on SnapCall UX despite granting access on my browser

  • Open a new browser and check if the same system behavior persist there.
    ​If not: it is likely the issue is related to cookies and cache on your browser.
    Cleaning them all should help solving the issue. Some third party extension installed on your browser could also influence the functioning of SnapCall.
    As a last resource you can try to uninstall and install again your browser, or contacting our SnapCall support Team.
    ​

  • Try to login to your SnapCall account from a different account and replicate the same scenario.
    If you the issue doesn't persist: the issue is likely to be related to the device you're using. Contact SnapCall for further guidance.
    ​

  • If the issue persist on any browser and device, the issue might be related to the account you're using. To receive further support from SnapCall, drop a message to support@snapcall.io, specifying your email address linked to your account, the issue you're facing as well as some screenshot of any error message that might pop up. Error messages on the Chrome's console can be also useful for our Team to identify the root cause of the issue.

No audio or one-way audio

  • Check open network ports in your router/firewall/antivirus software

  • Confirm the hardware is correctly attached and ensure the correct microphone and speakers are selected in software settings

  • Check to ensure the microphone is not muted (some have a hardware mute button) and the speaker volume is turned up

Call audio cutting out or stops transmitting

  • SnapCall Client requires a high-speed and low latency network connection. Benchmark the network by testing your throughput and ping at speedtest.net and aim to improve the scores.

  • Enable router QoS or prioritize traffic for SnapCall Client

  • Reduce network activity not related to VoIP or use a separate network for VoIP workstations

Call audio is garbled or contains artifacts

  • Use a headset instead of a built-in computer microphone

  • Reduce ambient noise such as nearby speakers or fans

  • Adjust the distance of the microphone from the mouth - too close can cause audio clipping

  • Adjust microphone levels in the computer’s sound settings

  • Ensure the computer has resources available to process a call

  • CPU and RAM are not over-utilized

  • Close unneeded applications and browser tabs

  • Try disabling antivirus software

Do you have any questions? Want to share some feedback? We're more than happy to discuss this with you. Drop us a message via support@snapcall.io and we'll get back to you soon! 💌

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