Video Conference Call - Troubleshoots and FAQ

• What do I do when the video call does not connect?
• Why am I facing this issue on Flock?
  • Not Found Error
  • Not Readable Error
  • Not Allowed Error
  • Permission Dismissed Error
  • Recording a Video Sample
  • Twilio Checks

1) What do I do when the video call does not connect?

There are a few straightforward measures that can be taken and they have been listed down below: 

1. Restart the Flock app and re-join the call.
• Restart Flock Desktop App
  • Windows: Quit app from system tray.
  • Mac: Quit app and relaunch.
• Flock Web-App
  
  • Restart browser.
2. Ensure that the mic/camera installed is working.
3. Close/Quit other apps such as Skype, Facetime, Google Hangouts etc. as it is possible that the camera/mic may be locked on to that specific application.
4. At times for certain security reasons, Antivirus programs could also blocks access to the camera/mic.
• How to configure applications' access to the webcam in Kaspersky Internet Security
5. OS level permissions
• Mac - How to adjust Mac camera & mic permissions
• Windows - Windows 10 camera, microphone, and privacy
• If your are browser then ^^ permission has to be set for respective browser
6. Should none of the above suggestions work, kindly restart your computer

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2) Why am I facing this issue on Flock? 

There could be a few reasons as to why you maybe facing this issue. They have been listed down below:  

a) Not Found Error

1. User does not have a webcam or microphone.
2. The computer or device does not have a sound card.
3. The computer or device has a sound card but the recording device is disabled because there is no mic plugged in.
4. The recording device is disabled manually from the OS(can be done on Windows).
   

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b) Not Readable Error 

• Although the user may have granted permission to use the matching devices, a hardware error could have occurred at the operating system, browser, or web page level which prevents access to the device.
• It most commonly happens on Windows when the browser tries to access the webcam or mic but are already in use by applications like Skype, Zoom etc.
• Sometimes the OS or other softwares also blocks the access to mic/camera for security reasons.

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c) Not Allowed Error

• https://support.google.com/chrome/answer/2693767co=GENIE.Platform%3DDesktop&hl=en&oco=0
• Perform the above step and restart the app to join the call.
• Reason for occurrence: Is thrown when the user denies(or has previously denied) access to the webcam or microphone.
  
  

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d) Permission Dismissed Error

• This error is thrown by the chrome browser should the user close the privacy dialog requesting for mic and webcam access.

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e) Recording a Video Sample:

• You could try recording a video sample in order to check whether there are any device issues present. This would allow you to eliminate any errors/issues that's present at user's end.  
  
  https://webrtc.github.io/samples/src/content/getusermedia/record/

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f) Twilio Checks

• In order to check whether there are any network level issues, you can verify the same using the link here to eliminate that possibility: 
  https://networktest.twilio.com/ 

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