Audio and video troubleshooting

Before the session

Converge setup check

A public page that tests a participant’s browser, connection, microphone, and speaker in about a minute, and tells them how to fix anything it finds. Send it to participants a day or two ahead, or open it yourself to see what they’ll see.

Open the setup check With camera check

Use the camera version for interviews and video sessions. The participant guide is at Checking your setup before a session.

Participants joining from home connect without any preparation. Plan ahead when people will join from corporate offices, over a VPN, or from organizations with strict security policies, or when a client has struggled with video conferencing tools before.

1. Send the network requirements. Give the client’s IT team the network requirements at least a week ahead. This is the fix that removes the problem entirely.

2. Send the setup check. Ask participants to run it a day or two ahead, on the computer and browser they’ll join from, so there’s time to fix what it finds.

3. Have the fallbacks ready. In order of preference:

   • Phone dial-in. Converge can call the participant, or they can dial the number and meeting ID from View Call-In Details. Phone audio ignores the corporate network entirely.
   • Listen only. A participant whose microphone is blocked can still hear you and type responses.
   • Audio on the client’s own tool. If the client insists on Teams or Google Meet, create the session with Enable Voice Call off, run the audio there, and share the Converge login link for the activities.

During the session

Watch the connection indicator next to each name in the Online tab. Connected participants show a green audio state. Someone who is on the page but hasn’t clicked Join shows as not connected.

A participant can’t hear you

1. Check whether they’re connected. If not, they need to click Join (the headphones icon) in their top bar. The Can’t Hear Moderator quick action in the Support tab sends them that instruction.
2. If they’re connected but silent, have them open More and Device Settings, choose the right speaker, and use Test Speaker.
3. Check their computer isn’t muted and the browser tab isn’t muted.

Audio is choppy or robotic

1. Send the Audio Quality Issues quick action, which suggests headphones and closing other applications.
2. Ask them to leave the VPN if they’re on one, or move closer to their Wi-Fi.
3. If it persists, switch them to phone with Share Phone Number.

The network blocks the connection

As soon as a participant mentions a firewall, security policy, or VPN, don’t troubleshoot further. Send Share Phone Number and let them dial in.

Nobody can hear anybody

That’s not a participant problem. Check your own connection first, then whether the conference is still running. If several people report the same thing at once, ending the conference and starting it again is faster than fixing them one by one.

How the quick actions work

The three quick actions in a support thread, Can’t Hear Moderator, Audio Quality Issues, and Share Phone Number, paste a ready-made message you can edit before sending. With AI-First support chat, the assistant will usually have sent the equivalent already.