Troubleshooting Joining A Call

Quick Links for this Article

First Steps
Troubleshooting Compatibility
Troubleshooting Machine and Network
Troubleshooting In-progress Issues
Troubleshooting Quality Issues
Possible Error Messages

First Steps

If experiencing issues when joining a call, the first step should be to refresh the itracks Realtime page using a "hard refresh."  In most browsers, this is usually accomplished by pressing the Shift key and clicking the Reload button, or CTRL + Shift + R.  In Safari, press Option (⌥) + Command (⌘) + R. 

Now try joining the call again.

Troubleshooting Compatibility

itracks Realtime uses a technology called WebRTC that allows easy communication between web browsers and mobile applications (including video and audio) without any plugins.  This is a fairly new technology so a few older browsers do not have this capability.  Please see Software requirements above.

If you're not sure if your browser is compatible, or you believe your browser is compatible but itracks Realtime is not working correctly, use the following website to verify if WebRTC is enabled in your browser:  

https://www.webrtc-experiment.com/DetectRTC/ 

1. Depending on your security settings, it may prompt you to allow access to your camera and mic.  This website will not actually transfer or store any video or audio.  If you agree that this does not represent any security concerns, you should agree to allow access to your camera and mic.
2. The website will then run a test and create a table with the results.
3. If requested to send the test results, select all rows in the table, copy to clipboard, and paste into the email being sent.

Key Information to look for after completing the test

1. The browser needs to support WebRTC: Look for the "Browser Supports WebRTC (Either 1.0 or 1.1)?" row.  If the answer is no here you will need to update or change your browser to one of the browsers listed here.
2. The system (computer) you are on has a webcam.  Look for the "System has Webcam?" row.
3. The system (computer) you are on has a microphone.  Look for the "System has Microphone?" row.
4. Display resolution: if the display resolution is smaller than 1024x768 you will need to change it on your computer. Look for the "Display resolutions" row.
5. Is it a mobile device: if it is, you will need to switch to a desktop device.  Look for the "Is it a mobile device?" row. (note: mobile devices can be used in instances where the recruiter has allowed it, and those on mobile devices must download the itracks Realtime app to log in there)

IMPORTANT: The test page must be closed before attempting to join the call again.

 

Troubleshooting Machine and Network

If you believe that your browser is compatible with itracks Realtime but are still having issues connecting, there may be a problem with your machine or your network.  To diagnose these issues, go to this website:

https://test.webrtc.org/

After asking permission to do so, this website will run a test that will actually attempt to access your camera and microphone to ensure they can be used, and will do some network tests to ensure your network currently has the connectivity and bandwidth required.  No media will be stored at any time.  Test results can be captured and sent back to us to for further troubleshooting if needed.

To start this test press the "Start" button.  You may be asked for permission to access your camera and microphone, which you must accept for the test to continue.  The test will begin with a test of your microphone, during which you should make sounds to prove that audio is indeed working.  Otherwise, the test will continue without any input required.  When the test is completed, the ideal result is that all sections are green, though yellow sections may mean that the itracks Realtime should still work.

To upload the results of this test, the easiest steps are:

1. Create a report by pressing the "bug" image to the left of the Start button
2. You will be presented with a "Create a report" dialog asking you to describe the issue.  Please provide your name and the support ID of your activity if possible.
3. Press "Upload Report"
4. You should see a Success dialog that provides a link to the report.  Copy that link into an email to send to itracks Support.

Troubleshooting Quality Issues

If others are complaining that your video is pixelated, or your audio is not clear, these may be symptoms of poor machine or network conditions.  The test described in "Troubleshooting Machine and Network" above can be used to help identify if your machine and network are capable of the bandwidth required to maintain good quality.  Even if you have previously run this test, it is possible that your network conditions have changed.  If you are unable to run the test, other steps to consider include:

• has another process been started on my machine?  Some examples: was a large file transfer started?, was a background application started?, did a virus scan begin?, was an operating system update started?, etc.
• has something else started that might use network bandwidth?  Some examples: another person started watching Netflix, an operating system update is being downloaded, a large file transfer between computers was started, etc.

Depending upon your network provider, the bandwidth available to you may fluctuate during the day based on total usage in your area. In this case, it may be easiest to ensure quality by booking itracks Realtime sessions that avoid peak usage in your area.

Possible Error Messages

Below are some messages you may get when in the itracks Realtime if issues arise and possible solutions.

Can't Connect

This usually means that the camera/mic is disconnected or that another application is already using it. 

Make sure that the camera is plugged in and all applications that are using the camera/mic are closed and try reconnecting.  A similar "We Can't Connect" error may also appear if the user's devices become unplugged during the video conference. 

Check your Privacy Settings

This usually means that settings on your browser have blocked the browser's access to the camera or microphone.  In order to fix this, you will have to enable the camera and microphone.  This will be different per browser but it's usually in the settings area. 

Camera and Microphone Settings for Safari
Camera and Microphone Settings for Google Chrome
Camera and Microphone Settings for Firefox

Connection Lost

Something has interrupted the connection to the video meeting.  The internet connection has been lost either on your side or you are not able to connect to our servers for some reason.  If clicking the Reconnect button does not work please contact the tech support line.

Unexpected Error

This means that something unexpected has gone wrong.  In some cases refreshing your page and trying again will work in others you may need to contact the tech support line to get the itracks development team involved.