Nothing brings an event screeching to a halt like technical difficulties. But don't worry, there are simple ways you can troubleshoot to keep things running smoothly!
This article will cover...
Browsers we support (and recommend!)
Troubleshooting audio issues
The Permissions Denied error
Sharing your screen
Tips & Tricks
Browsers We Support
Desktop: Google Chrome or Firefox
Android: Chrome or Samsung Browser
iOS Devices: Safari
Troubleshooting Audio Issues
They can't hear me 🗣
Mute yourself. Hold 3 seconds. Unmute yourself.
Ensure your Mic Settings are set to the correct Mic.
Make sure your browser is not blocking mic/audio access. If it is, you will see a camera icon in your browser's address bar at the top right.
I can't hear them 🗣
Make sure your volume is on.
Make sure your speakers are set to the correct output. If you have another program that is using your camera/mic at the same time, you will not be able to enable your camera/mic within TicketSpice Live.
The Permissions Denied error
Confirm that the browser is enabled under
system preferences > security > cameras
Sharing Your Screen
I'm having trouble sharing my screen 👀
If you are running macOS Catalina — version 10.15 or later — you must grant access to the new Screen Recording Permission in order to share your screen.
I enter my name in the room but the page just spins 😫
Refresh the page and it should drop you into the room
Tips & Tricks
In our experience, these practices resolve 99% of issues. The key is ensuring video calls work in your browser because calls depend on your browser running smoothly.
✳️ Run the Google test
If you have time, it's useful to try Google's browser test. It alerts to browser issues that affect the call.
Note: Google's test is for your browser in general. It's not specific to our video calls.
Click the test link. Click the start button. See if it uncovers any problems.
Issues? Try these 5 steps.
Reload your browser.
Try Incognito or Private mode.
Especially if you have browser extensions, like ad blockers. They can block your camera and microphone.
Quit your browser. Don't just close. QUIT and reopen.
Try another browser. (Chrome or Firefox)
Most people don't have to do this. But it can be a fast fix if you don't want to spend time troubleshooting.
The general idea is your browser is like any program or software. If you have not refreshed it in a while, it might need a refresh!
More on the browser test and packet loss
👉 Your browser and operating system might not be talking to each other. Reloading, or rebooting, can clear out stalled network settings, for example.
🔎 Incognito doesn't load your browser extensions. So try Incognito, to clarify if an extension is blocking the video call from loading.
🏃🏽♂️ Packet Loss occurs when one or more packets of data travelling across a computer network fail to reach their destination. Packet loss is either caused by errors in data transmission, typically across wireless networks, or network congestion.
Even great networks can have packet loss. Check out this article to learn more.
My attendees are getting kicked out of my TicketSpice Live. What might be happening?
Sometimes an attendee can have a Dynamic IP address. A Dynamic IP address changes from time to time unlike a static IP address. Ask your attendee if they have a Mac computer or Windows and send them the following steps.
How do I set a static IP address in Windows?
Click Start Menu > Control Panel > Network and Sharing Center or Network and Internet > Network and Sharing Center.
Click Change adapter settings.
Right-click on Wi-Fi or Local Area Connection.
Select Internet Protocol Version 4 (TCP/IPv4).
Select Use the following IP address.
How do I set a static IP address in Mac?
Click the Apple Menu
Click System Preferences
In the left pane select Ethernet
In the body of the window drop down the Configure IPv4 menu and select Manually
Enter Static IP address in IP Address field
Enter subnet in Subnet Mask Field
Enter processor in Router Field
Click Advanced button
select DNS tab
Click plus at bottom of DNS Servers field
Enter IP of first DNS server
Click plus again and enter IP of second DNS
Click OK in lower right to close
Click apply in Network view
Close network preferences window