The first step should be to check whether the basic technical requirements for using the edudip software are met. The following article lists the required technical conditions: “Technical requirements“.
Are the servers of edudip running? You are able to check the status and availability of our servers any time via the following link:
Known possible problems: The following list describes common malfunctions and possible solutions.
- Videostream failures – check your bandwidth and connection: If you as presenter have a slow internet connection or router problems, you may experience transmission failures. If you as a presenter can see and hear other presenters or active participants, but your own image or sound is poorly transmitted, it may be because the download speed of your Internet connection is sufficient, but the upload speed is too low. In this case we recommend to deactivate the video transmission as it may improve the transmitted sound quality. If you deactivate your videostream, your profile picture will be displayed to your participants. Alternatively, the initials of your account name will be displayed. The use of screen sharing requires additional network speed. If your video is not transmitted at all, please check your firewall-settings.
- Grant browser access to your devices: Popular browsers often block website access to your desktop or mobile device’s camera and microphone by default. In order for your devices to be accessed, you have to allow the browser to grant the website camera and microphone permissions. For example, if the Mozilla Firefox URL bar has the camera and microphone icons crossed out, access is still blocked. If the permissions are still blocked, you can check permissions, for example, in the Mozilla Firefox browser settings under “Privacy and security” and “Permissions”.
- Close unnecessary applications: To ensure that the event is as trouble-free as possible, other applications and browser tabs should be closed. This includes, for example, Facebook, Skype, YouTube or other programs that occupy CPU and RAM for processing or which could interfere with incoming messages. This also prevents multimedia devices such as the microphone and camera from being blocked by another application.
- Security software, firewall and Virtual-Private-Network (VPN) connections: These security measures can lead to connection problems of various kinds. Common problems include no picture and/or no sound. In aforementioned case, a check should be made via a second network, such as a mobile network of a cell phone, to determine if connection via a mobile network is possible. If a connection via the second network is possible, then a reconfiguration in the security software or firewall used can solve the problem. For further information, follow our documents in the download area.
- Screenshare under macOS: On a macOS device, in order to use screensharing, the operating system has to be configured to allow transmission of your screen. Under the following link you will find more detailed information about the process of configuration.
- Use iPhone as a remote microphone and/or camera: In general, this function is only available from MacOS Ventura. In the Chrome browser, the following must also be ensured: the iPhone…
- must be in landscape mode
- must be locked
- must not move
- and the camera not be covered. For more information, see https://support.apple.com/en-us/HT213244
- Finished webinar displayed as “live” in the dashboard: To fix aforementioned error, the webinar has to be restarted and finished. This will refresh the Dashboard-listing of all Webinars and the “live” display will disappear from the dashboard.
Questionnaire and possible solutions for organizers & participants
In the event of camera and audio issues during a webinar or online meeting, the following questions should be asked to troubleshoot or isolate the problem.
Does the system display an error message?
- Does the system display an error message?
- If so, which one? To simplify the identification of the problem, capture a screenshot if possible.
- Have you tried reloading the browser page?
- Reloading the page will eliminate the problem in 90% of all cases.
- Was reproduction of the issue possible with another browser / device?
- With this check, the browser and the end device can be excluded as the cause of the problem.
- Is it possible to reproduce the problem via another network? A mobile network, which can be used with a cell phone through a hotspot is usually a good choice for this test. Make sure that the cell phone is not connected to the network which is presumably causing the problem.
- With this check, the network (usually also directly a firewall) can be excluded as the cause of the problem.
- Does the problem affect individuals or all webinar participants?
- Difficulties with individuals indicate an application problem on the side of the participant; difficulties with all participants indicate a problem on the side of the organizer.
- Does the operating system recognize your camera and microphone?
- Each device has to be installed on the operating system level.
- Is camera and/or audio hardware blocked by another application?
- Close other programs and web applications that can access multimedia hardware.
- Is there already a configuration regarding edudip in the browser settings?
- For reconfiguration, previous cookies and permission settings have to be deleted.
- Were the correct camera and microphone selected during the selection-screen of the browser for permissions?
- In case of multiple multimedia devices (e.g. laptop camera and external webcam), the correct device needs to be enabled.
- Are the preferred multimedia devices selected in the webinar room?
- Using the tool (screwdriver and wrench) icon, settings can be adjusted as desired.
- Is the participant/organizer participating through a company network / company VPN?
- Company networks often use a secure firewall and require a clearance. Please contact your system administrator.
If after reviewing the questionnaire you continue to encounter problems, please contact our customer service department. Please have the answers from the questions listed above ready. If possible, take one or more screenshots of the problem you are experiencing and share them with our support team.
Detailed approach to narrow down problems
A reasonable and systematic procedure to locate problems with our edudip software is in the following paragraph described:
- Settings in our edudip software
- Settings of the browser
- Installation of multimedia-devices
- Local network-connection
- edudip server
Settings in our edudip software
– In the webinar room or meeting room, the camera and microphone icons have to be displayed in white in order for them to be active. – Open the settings menu in the webinar room/meeting room using the tool icon shown below. – Your connected multimedia devices should appear below the camera and microphone headings – Click the preview button below the displayed camera. The camera image should appear. – Click the preview button below the displayed microphone. Now when you speak into the microphone, the volume should appear as a green bar below the activity. – If no devices are displayed under camera and/or microphone, the edudip software is not receiving any input from your multimedia devices used with your browser. In this case, continue with the next menu item.
Since different browsers also have different menus, we are unable to describe every browser menu in detail at this point. Supported are Google Chrome, Mozilla Firefox, Microsoft Edge in the current version and the Safari browser. Other browsers may also work under certain circumstances, but this has not been tested by edudip.
– When entering the webinar room, did your browser prompt you to release the camera and microphone? – Do the camera and microphone work in other browser-based applications? If such an application is open, please close it and reload our tab. – Open settings of the used browser – In settings in the departments “permissions”, check for the camera and the microphone if the multimedia devices have been allowed to use edudip rooms.
Installation of the multimedia devices on the system level. Do the camera and microphone work in non-browser-based applications, such as Skype? If this is not the case, it is likely that the multimedia devices have not been installed correctly. In such a case, we recommend the proper installation of all multimedia devices.
Security software and firewall Security software, firewalls, corporate networks and Virtual-Private-Network (VPN) connections can prevent your multimedia devices from connecting to our multimedia-servers when entering the edudip webinar-room. To configure a firewall to connect a device to our infrastructure, we have various documents available for download in our download section. Usually, configuration has to be done by the network administration of your company. An important factor is forwarding the WebRTC communication protocol.
Local network connection – Ensure a stable network connection using a LAN cable. Avoid wireless connections, such as W-LAN. – Is it possible to access other devices on your network, such as the configuration menu of your router?
Internet connection / provider – Test an alternative Internet webpage via your browser as a test. Make sure that this page is not loaded from the cache memory of your PC. – Check online whether the provider of your Internet connection has announced a connection problem.
edudip Server – Check here if the edudip servers are running without problems.
If you still experience problems after this check, please contact our support.