Troubleshooting video issues

If you are experiencing poor video quality during a video call, use this article to diagnose the problem and find the best troubleshooting steps to solve it.

There are generally only 2 things that can cause video issues

  1. Network connection issues
  2. Issues with the device you're connecting with

Types of video issues are poor video quality, grainy video, choppy video, or lag and delay of video

Find the source:

  • Are YOU seeing bad video, or are other users seeing bad video?
  • Does everyone in the conference see bad video?

If YOU are seeing bad video, it could be an issue with

  1. The network the other user is connecting on  
  2. The device you're connecting with

If others are stating they see bad video, it could be an issue with your network or their device.

Trouble shooting steps:

  • If you are connecting to a video call via laptop that has a WiFi connection, try hardwiring your laptop directly to the network with an ethernet cord.
  • If WiFi is the only option, check the router and see if multiple users are connected to it. This can cause a slower connection for everyone connected.
  • If you are using a laptop to video call, check the computers central processing unit (CPU). If the CPU usage is high, it means it's running at the maximum level or above normal level for the number of applications running. Try stopping some of these running processes to free up some of the computers resources. 

Helpful tips -

Highfive to Highfive: A Highfive device should never produce poor video quality. If you are connected via Highfive device to Highfive device and the quality of the video is poor, please report this to Highfive.

Disconnects: If the video call is going smoothly but suddenly disconnects, please report this to Highfive.

Have more questions? Submit a request


Powered by Zendesk