FAQs: Video and Audio Quality

Please keep in mind that our solution requires 500 kilobits per second (kbps) or .5 megabits per second (Mbps) to operate smoothly.

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.

You can test your bandwidth, or internet speed, 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 1:1 session). If it isn’t, please contact your IT Department for assistance.

First, check your internet connection. Your internet connection might not be fast enough to support live video. Please keep in mind that our solution requires 500 kilobits per second (kbps) or .5 megabits per second (Mbps) to operate smoothly.

You can check your bandwidth, or internet connection, 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 1:1 session). If it isn’t, please contact your IT Department for assistance.

Next, be sure the internet browser you are using is supported. The following internet browsers are compatible with our solution:

• Apple devices (MacBook, iPad, iPhone): Safari
• PC running Windows OS: Google Chrome, Microsoft Edge
• Android devices (smartphones and tablets): Google Chrome

Confirm you have granted your internet browser permission to access your device’s microphone and camera. Click the microphone and camera icons on the bottom of your screen to verify.

Follow these steps to ensure you are set up and ready for a video session:

• Make sure you are making a video call and not connecting to an interpreter via audio.
• Confirm you are using a compatible browser:
  • Apple devices (MacBook, iPad, iPhone): Safari
  • PC running Windows OS: Google Chrome, Microsoft Edge
  • Android devices (smartphones and tablets): Google Chrome

• Double-check that you have a camera embedded in or connected to your computer.
• Make sure you have granted your browser permission to access your device’s camera and microphone. Click the microphone and camera icons on the bottom of your screen to verify.

Follow these steps to make sure you are set up and ready to talk to an interpreter:

• Confirm your speakers are turned on.
• Confirm the volume is loud enough to hear.
• Check your internet connection. Your internet connection might not be fast enough to support live video. Please keep in mind that our solution requires 500 kilobits per second (kbps) or .5 megabits per second (Mbps) to operate smoothly.

You can view your bandwidth during an interpreting session 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 1:1 session). If it isn’t, please contact your IT Department for assistance.

If you’re having audio quality issues (garbled voices, etc.), you are probably experiencing network connectivity issues. Your internet speeds might not be fast enough to support a session.

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.

To view your bandwidth during an interpreting session, click 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 1:1 session). If it isn’t, please contact your IT Department for assistance.

The chat feature allows the involved parties to send and receive text-based messages. The chat works in real time; when you see your message on the chat screen, the receiver of the message will be able to see it, too.

When a message has been sent over chat, a blue number will appear on the receiver’s chat window that corresponds with the number of messages the sender sent. If you do not see a response, remind the receiver to check their chat window to view your message.

The chat feature also supports text in-language.