Troubleshoot: Live Video Activities
Joining or hosting a live video meeting (group chat or interview) only requires a modern web browser and a reliable Internet connection. No additional software or browser extension is required.
Note that the system requirements for live video differ from the general system requirements for accessing Recollective.
Anyone who will be participating in a live video meeting should be encouraged to complete a System Check several minutes prior to the scheduled start time..
The outcome of each System Check conducted by users is stored and made visible to administrators in two areas.
The most recent System Check Result for each participant will appear in the Participant Summary table for both the Live Group Chat and Live Video Interview activity types.
A system check result can be Passed, Issues or Failed. The test outcome label can be selected to view more details and a downloadable report is available for advanced debugging requirements.
The second area where System Check outcomes are stored and made visible is a data table that can be seen by Analysts when editing a panelist or admin account in the Site Administration area.
If you are accessing Recollective from a network with a strict firewall, it's possible that the firewall may be actively blocking WebSockets (which are required for Live Video Activities). If you see the error message below on the Activity Overview or Meeting Entry page, you will need to use a different network or device:
Firewalls are also checked during the Connectivity step of the System Check.
Troubleshooting in the moment
- Close their browser entirely
- Restart their browser
- Return to Recollective and re-enter the meeting
- There is another administrator in the backroom
- You don't actually "end" the meeting when rebooting, just close the window. (If the meeting officially “ends” prematurely, the only way to resume is to reschedule with the participant for a different day or time, so we want to avoid this!)
Restarting the web browser will solve most audio and video issues. If a browser restart does not solve the issue, the user experiencing the issue should
- Try an alternate browser
- Try an alternate device
- Try an alternate network connection
If these steps do not resolve the issue, the user should run a System Check to diagnose the problem. Select the Having Issues? button to run a System Check directly within a meeting.
The Having Issues? button will only be visible to a user if and when performance issues have been detected.
Audio and Video Quality
Other Technical Tips for Successful Live Video Meetings
- If your WiFi router allows you the option of choosing between a 2.4 GHz and 5 GHz connection, go with 5 GHz (this option has a shorter range so you may need to set up closer to your router, but the connection is stronger).
- Whenever you have time, close your browser window and open a new browser window in between interviews.
- Try to have as few browser windows open as possible during the chat or meeting. This applies to both you and participant(s).
- All users involved should wear headphones for the best audio quality possible.
- A description of the exact issue that’s occurring (e.g. Host cannot hear participant, participant cannot see or hear Host)
- The URL for the Live Video Interview or Live Group Chat Activity
- If applicable, any error messages that appear on the screen - either copy the exact text or take a screenshot and try to explain what actions you were trying to do prior to the message appearing