1. Internet Connection Issues:
   • Symptoms: Poor video quality, audio drops, or intermittent disconnections.
   • Troubleshooting:
     • Check your internet connection speed using online tools.
     • Disconnect other devices from the network to reduce bandwidth usage.
     • Consider using a wired Ethernet connection for a more stable connection.
2. Audio Problems:
   • Symptoms: remote participants can’t hear or distorted audio.
   • Troubleshooting:
     • Ensure the microphone is not muted.
     • Check the microphone settings in the video conferencing software.
     • Use headphones to minimize feedback and echo.
3. Video Issues:
   • Symptoms: Pixelated or frozen video.
   • Troubleshooting:
     • Check the camera settings in the video conferencing software.
     • Close unnecessary applications that may be using the camera.
     • Update or reinstall the camera drivers.
4. Login and Access Problems:
   • Symptoms: Difficulty logging in or accessing the video conference.
   • Troubleshooting:
     • Verify ISS login credentials and ensure they are correct.
     • Check with ISS to see if the video conferencing platform is experiencing service outages.
     • Clear browser cache or restart the video conferencing application.
5. Software Compatibility Issues:
   • Symptoms: Inability to join a meeting or share content.
   • Troubleshooting:
     • Ensure that the video conferencing software is up to date.
     • Verify that the software is compatible with the operating system.
     • Update the software or reinstall if necessary.
6. Firewall and Security Software:
   • Symptoms: Blocked access to the video conferencing platform.
   • Troubleshooting:
     • Ask ISS to check firewall settings to ensure the video conferencing software is allowed.
7. Echo and Audio Feedback:
   • Symptoms: Participants hearing their own audio or echo.
   • Troubleshooting:
     • Use headphones to prevent audio feedback.
     • Mute microphones when not speaking.
     • Adjust microphone and speaker settings in the video conferencing software.
8. Restart and Rejoin:
   • Symptoms: Persistent problems not resolved by other troubleshooting steps.
   • Troubleshooting:
     • Restart the computer to clear temporary issues.
     • Rejoin the video conference after restarting.
9. Recommended Technical Requirements
   • An internet connection  broadband wired (wireless connection not typically suitable)
   • Speakers and a microphone  built-in or USB plug-in (can also use a headset with microphone)
   • A HD webcam - built-in or USB plug-in

• Supported Browsers
  • MS Windows, Firefox, Chrome, MS Edge.
  • Mac: Firefox, Chrome.
• Processor and RAM Requirements
  • Processor Dual Core 2Ghz or Higher (Intel i5/i7 or AMD equivalent)
  • RAM 4gb minimum (recommend 8gb)
• Bandwidth Requirements
  • High Definition (HD) Video:
    1. Upload Speed: 1.5 - 2.5 Mbps
    2. Download Speed: 1.5 - 2.5 Mbps

Note: Regularly updating desktop video conferencing software and peripheral USB drivers will also prevent many common technical problems.

If issues persist, staff members should contact the ISS helpdesk for further assistance.

Service Desk Ticketing System [email protected]