Remote Working and Learning - Troubleshooting Common Technical Issues
This document provides technical troubleshooting for common issues with network access, computer A/V functions, and online site access.
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Need help with a technical issue? The DoIT Help Desk stands at the ready via phone, email or chat.
Need a disability-related accommodation? Contact the McBurney Disability Resource Center for assistance.
Topics covered in this document:
Internet
A reliable, high-speed internet connection is required for remote learning. Students are expected to work in Canvas and check email daily, and will need regular and reliable access to the internet.
A common problem encountered during video conferences or webinars while working remotely is a poor network connection or a lack of bandwidth. Four indications of this include: freezing the video, failing to screen-share, a long delay, or choppy audio.
Tips
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Conserve bandwidth by using audio only.
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Avoid streaming music/video or downloading large files during video conferences.
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Try using a wired connection if available.
- For more information on how demanding different tasks are of your internet connection, and how to maximize its performance, see: [Link for document 99515 is unavailable at this time]
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Note: Please contact your instructor as soon as possible if your internet bandwidth is restricting your access to course materials and class participation.
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Troubleshooting
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Confirm and refresh IP/DNS Settings using: Wireless UWNet - Unable to Connect. While this page is designed to troubleshoot UWNet connections, the steps will generally apply to any wireless network connection.
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Power cycle both your internet modem and wireless router by unplugging both devices from their power source for 30 seconds.
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Try to remain as physically close to the wireless access point as possible to maintain a strong signal. Alternatively, use an ethernet cable to directly connect your device to the wireless router
- Ensure your wireless router is running the most up-to-date firmware available. Instructions to check your router's firmware can be found in the device's user manual, or you can contact the manufacturer for assistance.
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Confirm that your ISP does not have any outages and use the troubleshooting guides below:
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Computer
Requirements
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Troubleshooting
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Make sure operating system is up to date
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Make sure the computer is being used on an appropriate surface so it doesn't overheat (for example, not being used on a bed or blanket)
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Double check the computer is plugged in and the battery is charging.
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Turn the computer on and off again
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Webcam and Microphone
Audio/Visual equipment is essential for conferencing systems such as Webex, and troubleshooting issues can differ depending on if the tools are built into your computer or not.
Requirements
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Webcam: Most laptops have a built-in webcam that will work fine. External webcams may be purchased separately.
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Microphone: Most laptops have a built-in microphone that will work fine. You can use a headset or earbuds that have a microphone, or you will have an option to call into remote meetings using a phone.
- Please see the Cable Connection Guide for more information.
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Troubleshooting
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If not using additional peripherals:
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Make sure the computer has a mic/webcam to use. Most laptops will have them, but desktops usually don't.
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Check the computer settings to make sure the camera and sound settings are correct. For the mic, check input sensitivity as too low or too high could cause issues.
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Restart the computer.
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For Windows, check the drivers to see if they are installed and updated.
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For Mac, make sure your operating system is updated.
If using peripherals (such as a headset or external camera):
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Check the computer settings to make sure the camera and sound settings are using the correct source. If there are multiple devices plugged in, there's a chance for example that a webcam also has a built in mic and settings are defaulting to that input and not the one intended. Also for mics, check input sensitivity as too low or too high could cause issues.
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Check the settings in the application to make sure the application is using the correct peripherals. Also check to see if anything is muted in either the application or computer settings.
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Check the sound as it can reset for peripherals back down to 0 when plugged in
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If using a headset/mic, there may be physical buttons on the device that also mute either sound or mic input, or have sound control. This will vary by device.
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Unplug the peripheral/s and plug them back in
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Make sure the device firmware is up to date (for Jabra, use Jabra Direct).
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Try another port on the computer if available
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Restart the application
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More Troubleshooting Resources
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For Windows:
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Camera Help (Changing settings, switching cameras, and webcam help)
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For Mac:
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Headset or Audio Devices
Headsets and audio devices can be useful for conferencing systems such as Webex, and troubleshooting issues can differ depending on device.
Troubleshooting
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Hearing yourself talk on the call?
- Determine the culprit - Ask participants to check if they are listed more than once as a participant, if additional mic indicators show activity or, for example, in Webex it shows who is talking, or in Teams a speaker's icon is highlighted.
- Audio feedback loop - Feedback can be due to an audio feedback loop from someone on the call who is unmuted. They most likely are not using a headset or dedicated speakerphone. Kindly ask the meeting attendees (or moderator) to mute individuals not talking.
- Multiple audio connections - Joining with more than one browser or device. Make sure to mute other devices or sources, leaving one active, or disconnect one.
Audio out of sync?
- Completely close out the app and re-open. If that doesn't work, reboot.
- A VPN may be causing lag. If possible, don't use the VPN for meetings.
- Wi-fi connection is weak. Switch to a spot with better reception or plug into an Ethernet port.
- Run application in incognito mode. Sometimes adblockers interrupt video/audio, and may block plug ins from working.
Audio/mic not working after switching web conferencing solutions?
- Check default device settings.
- Power cycle the device, unplug/plug in dongle, unplug/replug in device, then try selecting the input/output.
- Still not working? Update drivers/firmware. (The DoIT Help Desk can help!)
- Check your Cisco Jabber prioritization settings: Cisco VoIP - Customizing options in Jabber Client (Windows).
- If you have admin rights over your device, try stopping the audio services or stop the application in Task Manager. If that is not an option for you, contact the DoIT Help Desk.
Sound quality is bad or sketchy?
- Bluetooth can sometimes cause issues - Connections without a dongle or adapter may be sketchy - update your drivers or establish a new connection.
- Make sure the device is fully plugged in.
- Check your mic position.
- Conduct a visual inspection of the device. Twisted or bad cables can cause audio quality problems. It may need a replacement.
- Make sure the device firmware is up to date (for Jabra, use Jabra Direct).
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More Troubleshooting Resources
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See Also:
