Troubleshooting - TicketSpice Live

TicketSpice Live

Katie Runyan avatar
Written by Katie Runyan
Updated over a week ago

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 πŸ—£

  • 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 πŸ—£

  • 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 πŸ‘€

If you are running macOS Catalina β€” version 10.15 or later β€” 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.

Issues? Try these 5 steps.

  1. Reload your browser.

  2. Try Incognito or Private mode.
    Especially if you have browser extensions, like ad blockers. They can block your camera and microphone.

  3. Quit your browser. Don't just close. QUIT and reopen.

  4. Try another browser. (Chrome or Firefox)

  5. Reboot.
    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

πŸ‘‰ Your browser and operating system might not be talking to each other. Reloading, or rebooting, can clear out stalled network settings, for example.

πŸ”Ž Incognito doesn't load your browser extensions. So try Incognito, to clarify if an extension is blocking the video call from loading.

πŸƒπŸ½β€β™‚οΈ 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?

  1. Click Start Menu > Control Panel > Network and Sharing Center or Network and Internet > Network and Sharing Center.

  2. Click Change adapter settings.

  3. Right-click on Wi-Fi or Local Area Connection.

  4. Click Properties.

  5. Select Internet Protocol Version 4 (TCP/IPv4).

  6. Click Properties.

  7. Select Use the following IP address.

How do I set a static IP address in Mac?

  1. Click the Apple Menu

  2. Click System Preferences

  3. Click Network

  4. In the left pane select Ethernet

  5. In the body of the window drop down the Configure IPv4 menu and select Manually

  6. Enter Static IP address in IP Address field

  7. Enter subnet in Subnet Mask Field

  8. Enter processor in Router Field

  9. Click Advanced button

  10. select DNS tab

  11. Click plus at bottom of DNS Servers field

  12. Enter IP of first DNS server

  13. Click plus again and enter IP of second DNS

  14. Click OK in lower right to close

  15. Click apply in Network view

  16. Close network preferences window

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