Troubleshooting steps for Meetings

If you encounter issues with virtual meetings, please follow the steps below. One of these will help you detect and solve the issue in minutes.

💻 For Desktop

1. Use a suggested browser that supports Brella. Brella works best with Google Chrome.
2. Check your camera and microphone from the lock icon on your browser are allowed/enabled. 🔒
   

   

3. Check that your audio and video devices are correctly selected for your 1:1 meeting room in the settings by clicking on the respective icon. If needed, you can also check your computer sound settings.
   
   
4. In case the above steps didn't fix your sound. Let's do a few more troubleshooting steps:
   1. Clear cache from your browser and refresh the page.
   2. Log out from the Brella app and log in once more.
5. In the case of Strong Firewall setups 🔥
   If a strong firewall setup protects your pc/laptop and internet network, you'll need to reach out to your IT team for more details about allowing Peer-to-Peer traffic.
   
   
6. Network issues 🌐
   When experiencing slowness or other connectivity issues, we recommend the following:
   1. Check your internet connection. An unstable connection can affect the room not working properly. If possible, try switch to using another network, for example, an Ethernet cable instead of Wi-fi.
   2. If you are using a VPN on your computer, this might interfere with the meetings' connection. If you are in a safe network, you can test if disabling the VPN could restore your connection. This is only recommended if you know you are in a safe network.

📲 For Mobile 

1. Use a suggested browser that supports Brella.
2. Check your camera and microphone are allowed/enabled for the Brella app. Depending on your phone model this can be found in your
   - Android: Go to Settings > Permissions Manager > Cam & Mic
   - iPhone: Go to Settings > Privacy > Cam & Mic
   
   
3. Check that your audio and video are enabled on your 1:1 meeting room in the settings by clicking on the respective icon. If needed, you can also allow the permissions directly if this is your first time using the app.
   
4. In case the above steps didn't fix your sound. Let's do a few more troubleshooting steps:
   1. Clear cache from your mobile and refresh the page.
   2. Log out from the Brella app and log in once more.
5. Network issues 🌐
   When experiencing slowness or other connectivity issues, we recommend the following:
   1. Check your internet connection. An unstable connection can affect the video call not working properly. If possible, try switch to close all unnecessary applications on your phone.
   2. If you are using a VPN on your computer, this might interfere with the meetings' connection. If you are in a safe network, you can test if disabling the VPN could restore your connection. This is only recommended if you know you are in a safe network.

Last updated on July 2021.

Written by Wendy Rendón

If you didn’t find an answer to your questions, please contact the Support Team here.

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