General Session troubleshooting issues could be affected by a combination of your device, network, system, and/or browser settings. This article serves as a guide for you to go through some basic troubleshooting steps for issues you may encounter while using Session.
Check your internet speed and network
We recommend minimum speeds of 5mbps download and 2mbps upload. You can check your internet connection by running a test through Google or on sites such as speedtest.net.
If your internet connection is affecting your session, you may see a warning message while you are in a room/session.
Internet connectivity tips:
- Use ethernet cable instead of wifi.
- Ensure there are no ongoing software updates or live streaming apps running in the background.
- Ensure there aren't others heavily using the same internet connection (e.g. IPTV or kids using an online gaming console).
- If nothing else is working, try rebooting your device and router.
Additionally, if you are using a VPN or device provided by your employer, ensure your device can access and share your camera and microphone. Some antivirus software can block your device from sharing your camera and microphone.
Check your browser settings
Initiate a hard refresh: When you visit a webpage, your browser stores pieces of information on your device so it can load the page faster the next time you visit. Sometimes this causes issues, so try a hard refresh when loading a webpage.
- On Windows (Chrome or Firefox), hold down Ctrl and ⇧ Shift and then press R.
- On MacOS (Chrome or Firefox), hold down ⌘ Cmd and ⇧ Shift and then press R. This will reload the page whilst forcing the browser to ignore any data it has locally stored for the site.
Try private browsing: Private browsing loads webpages without storing/loading cookies or history.
Remove unwanted extensions: Disable any extensions that you no longer need.
- On Chrome, click the three dots in the top right > More tools > Extensions.
- On Firefox, click the three horizontal lines in the top right corner > Add-ons > Extensions.
Check your microphone and camera
If you are having issues with your audio or video, try one of the following:
- If you’re using an external microphone or camera, make sure it is plugged in and switched on.
- Ensure that your microphone isn't muted or disabled within the device's OS.
- Make sure there are no other active applications using the same devices (Webex, Zoom, Teams, etc.). If so, close these applications.
- Ensure your browser's permissions are granted to have access to your camera and microphone. In Chrome, type into the URL bar: chrome://settings/content; in Firefox, type about:preferences#privacy.
- Make sure the browser tab using Session isn’t muted. When using browsers like Chrome or Firefox, each tab can be muted individually. Right-click a tab to see its status. The option will say Unmute tab or Unmute site if it is currently silenced.
- Make sure your device's sound output isn't muted.
- Try using an alternate device (e.g. a wired headset instead of a Bluetooth one).
Check your device CPU usage
Older devices and/or devices with lower processing power may significantly slow down when you join video calls, especially if many others are also on camera. Using streaming software or virtual cameras adds to high CPU usage. This may result in lagging, grayed-out video feeds, issues with an unresponsive browser, etc.
To check if CPU usage is causing it, you need to check CPU usage when the issue occurs. On macOS type Cmd+Space > Activity Monitor. On Windows type Ctrl+Alt+Delete > Task Manager > Performance. Below are some tips that might help:
- Close other applications using high CPU.
- If you're using a virtual camera or a virtual background, switch it off.
- Switch to another browser (and close the current one).
- Switch to a more powerful device, if available.