Call participants are having problems with video feed

Highfive will provide the best video performance in the following conditions:

  • 2Mbps available bandwdith up/down per client
  • Low-latency, low-jitter, low packet-loss network environment
  • PCs using Intel Core i7 processors, running at 2.2G or faster
  • A modern webcam

When one or more of these conditions are compromised, your users may experience less than perfect video, which can manifest in the following ways:

  • Low-resolution or "blocky" appearance
  • Low frame rate (slightly jerky motion)
  • Video drop-outs or frozen frames
  • Rendering of video from remote participants is stopped
  • User stops sending video, and sends audio only

Short periods of lower quality video that resolve themselves are likely due to transient network conditions (increased in latency or jitter, decrease in available bandwidth, lost packets, etc.). If they happen frequently for a user, you will need to help improve their network performance (e.g. improve WiFi coverage in that part of the office).

For persistent video problems, here are some guidelines for troubleshooting and improving the Highfive experience:

  1. Bandwidth: Check available bandwidth on the client. You can use before/after running a Highfive conference to confirm that the client has sufficient bandwidth.

  2. Link quality: Check network latency, jitter, and packet loss on the client. Try pinging, and look at the average ping time, packets dropped, and the variation of ping times. On a Mac, this command would be ping -i 0.1 Ideally, you'd see <50ms ping times, <5ms stddev, and <0.5% dropped packets. Poor WiFi access point performance is often the culprit when it comes to poor results here.

  3. VPN: One configuration that may drive poor results on #1 or #2 is using a VPN. Whenever possible, route Highfive conference traffic directly to the Internet and not through a VPN.

  4. CPU: If you have a client that is frequently disabling its camera and going into audio-only mode - and the network appears to be performing well - it may be due to the client's inability to encode video fast enough. This is especially an issue during the Beta with Macs that are running Core i5 processors. To reduce the chances of this happening, make sure the client is plugged in during a conference, and close out other applications that may be consuming CPU.

If you encounter video performance problems that you cannot resolve, don't hesitate to contact us and submit a support ticket; we'll be happy to help you out.

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