Should this article not help you to solve your problem please contact the event organizers directly or submit a Help Request to your event organizer. [How to Submit Help Request to your Event Organizer]

This article contains troubleshoot information about the 1:1 Video Meeting Tool.

Please check the following requirements step by step. For most steps, the help of a company IT-Admin might be required.

1 General Preperation

1.1 Ensure you have a good internet connection with a strong WiFi signal or a wired connection. Ideally, your internet speed is at least 50 Mbps download and 10 Mbps+ upload. You can test your speed for free on a number of websites, such as speedtest.net

1.2 Below you will find the minimum operating system requirements:

Windows: Windows 7 and later

Mac: MacOS 10.10 and later

Linux: Any x64 based system

1.3 We recommend to use one of the following Internet Browsers: Google Chrome, Microsoft Edge (2020) or Mozilla Firefox. Safari on iPad if necessary. Please make sure you use the latest Version of your browser.

1.4 Microphone and camera settings in Chrome:

Camera:  Settings → Privacy and security → Site Settings → Camera

Microphone: Settings → Privacy and security → Site Settings → Microphone

When the meeting starts, please allow both the microphone and the camera to be used. 

1.5 Microphone and camera settings in Firefox:

Camera:  Settings → Privacy and security → Permissions → Camera → Settings

Microphone: Settings → Privacy and security → Permissions → Microphone -→ Settings

When the meeting starts, please allow both the microphone and the camera to be used. 

2 Unstable Video or Audio Connection:

2.1 Audio and video dropouts: Short interruptions in audio and video are normal.

2.2 However, if several participants have permanent problems, try to reduce the video quality. You can activate the quality settings and reduce the video quality via No. 7. in the picture above

2.3 Should one of the participants use the Firefox browser ask them to switch to Chrome or Microsoft Edge. Unfortunately, even in the latest versions of Firefox, we sometimes expirience a lack of stability.
This is a Firefox issue.

3 No Video and/or Audio Connection:

3.1 Use the latest version of your internet browser, preferably Google Chrome or Mozilla Firefox, Safari on iPad if necessary

3.2 No access to webcam: When entering a conference, from time to time the browser does not get permission or access to the webcam or mic correctly. This article might help:
https://converve.scrollhelp.site/user/how-to-meet-using-converves-1-1-video-solution

Quick Fix: Close the browser, reopen it and enter the conference again.

3.3 Disconnect your VPN connection (if possible) - if you are on the company WIFI, try a mobile hotspot or use mobile data if enough is available.
3.4 For the following domains, allow connections through port TCP 443.
(Your IT will probably need to help).
http://meet.converve.net
turn.converve.net
3.4 Have the UDP 10000 port (used for video & audio streams) enabled for the following IP addresses:
IPv4-adresses

  • 65.21.63.135

  • 135.181.89.120

  • 159.69.118.199

  • IPv6-address ranges (if IPv6 is used in the company network)

    • 2a01:4f9:c010:984b::/64

    • 2a01:4f9:c011:8841::/64

    • 2a01:4f8:c17:91b::/64

3.5 If only TCP connections are allowed, allow port TCP 443 instead as an alternative for video & audio streams for the above IP addresses.

3.6 Should you still experience problems try using a private device if possible - of course it still matters whether you are in the company network or not.