What if I’m having connectivity issues (gray screen, one-sided video and/or audio issues, choppy video, frozen, etc.)?

If you’re experiencing one of these issues (gray screen, one-sided video and/or audio issues, choppy video, frozen screen, etc.), you likely do not have enough bandwidth to conduct a video session.

Our solution requires 500 kilobits per second (Kbps) or .5 megabits per second (Mbps) to operate smoothly.

You can test your bandwidth before connecting to an interpreter by clicking the gear icon in the upper right-corner of your screen, selecting Customer Support, and then Connection Test.

If you’re experiencing connectivity issues during an interpreting session, you can check your bandwidth by clicking the green bar icon in the upper right-hand corner of your screen. This will pop open your network statistics. Your Sent Bandwidth (kbps) should be over 500 Kbps (for a two-party session). If it isn’t, please contact your IT Department for assistance.