I can’t connect to my partner!

Video and Audio chat connection problems can be caused by many things. Because a successful video chat relies on the equipment on both ends, plus the bandwidth and connection speeds in between, it’s important to understand what failures are caused by what part of that chain.

My partner’s video image jerks and stutters/my partner’s voice breaks in and out

This is a bandwidth and/or connection speed problem. You and your partner can both try shutting down other processes that take up bandwidth (online radio stations, video streaming, file downloading programs (eg P2P fileshare sites))—anything that might be trying to access the internet at the same time your conversation is going.

It is possible that one or both parties may have insufficient bandwidth or connection speed to conduct a successful video or audio chat. Running Test My Setup will give you a better idea of whether your system is capable of a successful connection. If you cannot engage in a video chat, remember you can always text chat.

There is a long lagtime between speaking and being heard by my partner

This, too, is a bandwidth problem. Please see the notes above.

I can see my partner but he can’t see me/ I can’t see my partner, but he can see me

Have both sides check the following:

  • Make sure your webcam is activated.
  • Make sure your webcam isn’t being used by another process (ie Skype).
  • Rerun Test My Setup to determine whether there is a problem with your hardware or video equipment.

I can’t hear my partner/he can’t hear me

Have both sides check the following:

  • Make sure your microphone/ headset isn’t muted.
  • Make sure your speakers are on and working.
  • Rerun Test My Setup to determine whether there is a problem with your hardware or audio equipment.
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