I. Intro

During video meetings, you may encounter screen issues such as frozen, blurry, blank, and garbled videos. Here are some troubleshoot methods to solve these issues:

II. Steps

Frozen screen

Participants' videos may freeze when more dynamic content is displayed, and your device or local network is performing poorly. This leads to low video frame rates, which is the number of images displayed per second.

Solution 1: Check your network. During a meeting, close other apps that consume data, or try switching to another network. After the meeting, we recommend performing a network speed test: Test your internet connection and audio/video devices

Ideally, your download bandwidth is above 2 Mbps, ping and jitter time doesn't exceed 50 ms each, and packet loss doesn't exceed 5%.

Solution 2: Check device memory. When the load on the RAM or CPU is nearly full (for example, the device feels hot), you can try to close other apps that consume too much data.

Blurry screen

Some participant's video may become blurry or pixelated due to low picture resolution. When experiencing poor network quality, video meetings will prioritize audio quality over video clarity.

Solution 1: Switch the view. Video meetings currently offer three views, Speaker view, Gallery view, and Thumbnail view. If the video meeting becomes blurry while on Gallery view, switch to Thumbnail view or Speaker view.

Solution 2: Check your network. Try closing other apps that consume data, or switch to another network. If the video of only one user is blurry, it may be a network issue on this user's end.

Blank screen

If participants turn on their camera without any issue, and yet you can't see their video, try these two methods:

Solution 1: If you can hear their audio, check whether their camera is functioning normally, or whether it's being used by another app.

Solution 2: If you can't hear them, ask them to leave and re-enter the meeting, or switch their network.

Garbled screen

A garbled video is usually caused by poor network connection or a device manufacturing issue on a participant's end. As a result, video data can't be properly coded and decoded.

When this occurs, you can:

Solution 1: If the product version isn't up to date, please update to the latest version.

Solution 2: Check your network as described in Solution 1 under Frozen screen.