These procedures refer to when the product is in use by a client for an event.

Can’t connect to mic or video? 🎙️

1. Advise the user to test their audio during Gatherly onboarding - when users first enter Gatherly they are prompted to enter their mic / video sources and they are able to test these sources. Ask them to make sure the mic they selected is the one they want to be using.

   

2. Check if the user has any privacy extensions - it is common that users will have Chrome extensions that block web apps from grabbing their mics/videos.

3. Check if the user is on corporate network

4. Advise the user try incognito mode - incognito mode often blocks such extensions

5. Check if the user is on another video chat platform - often users cannot use multiple video chat platforms in tandem

6. Check if the user’s mic / audio inputs are functional - even on other video chat platforms

Poor connectivity 👩🏽‍💻

General Guidance

1. Ask the user to test their wifi speed and latency via www.test.gatherly.io or www.ping.psa.fun - if their wifi is poor continue the following steps:
2. Ask the user to try turning off their video
3. Ask the user to switch to a wired internet connection if possible
4. Try using a WiFi hotspot if possible
5. Ask the user to move closer to their wifi router
6. If they’re more dedicated ask them to watch this video: https://www.youtube.com/watch?v=UygPcBCFRrA

Corporate Wifi Specific Guidance

1. Contact your corporate IT department
2. Turn off your corporate VPN if it's not required for the meeting