These procedures refer to when the product is in use by a client for an event.

Can’t connect to mic or video? 🎙️

  1. Advise the user to test their audio during Gatherly onboarding - when users first enter Gatherly they are prompted to enter their mic / video sources and they are able to test these sources. Ask them to make sure the mic they selected is the one they want to be using.

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  2. Check if the user has any privacy extensions - it is common that users will have Chrome extensions that block web apps from grabbing their mics/videos.

  3. Check if the user is on corporate network

  4. Advise the user try incognito mode - incognito mode often blocks such extensions

  5. Check if the user is on another video chat platform - often users cannot use multiple video chat platforms in tandem

  6. Check if the user’s mic / audio inputs are functional - even on other video chat platforms

Poor connectivity 👩🏽‍💻

General Guidance

  1. Ask the user to test their wifi speed and latency via www.test.gatherly.io or www.ping.psa.fun - if their wifi is poor continue the following steps:
  2. Ask the user to try turning off their video
  3. Ask the user to switch to a wired internet connection if possible
  4. Try using a WiFi hotspot if possible
  5. Ask the user to move closer to their wifi router
  6. If they’re more dedicated ask them to watch this video: https://www.youtube.com/watch?v=UygPcBCFRrA

Corporate Wifi Specific Guidance

  1. Contact your corporate IT department
  2. Turn off your corporate VPN if it's not required for the meeting