Troubleshooting Audio/Video issues with the Hopin Mobile App (Android)

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If you experience an issue with Audio/Video or Microphone/Camera during an event using the Hopin Mobile App for Android follow the below tips to get you back up and running!

Troubleshooting Audio playback on Android

If you can't hear audio from the Stage, Sessions, Expo, and Networking sections of an event the first thing to check is to make sure your device volume is turned up, you can do that by using the physical volume buttons on the side of your device.

To change the volume simply press a volume button.

NOTE: When you press a volume button, the volume that changes depends on what you're doing. For example, if you're watching a movie, the movie volume changes. If you press your volume buttons when you're not listening to anything, your media volume changes. For listening to events with the Hopin app you are only interested in 'Media' volume.

Check out this guide from Google for more info.

If using Bluetooth headphones with your device make sure they are properly connected and their batteries are charged.

TIP: If your phone is paired to more than one Bluetooth device, you can change where you hear music, videos and games. Under 'Media volume', tap 'Play media to'.

NOTE: This info may differ depending on your Android version and device model, please refer to the manufacturer support guides for specific instructions.

Troubleshooting Video playback on Android

If you experience video playback issues it is most likely due to a poor internet connection.

To avoid problems we recommend using a good WiFi connection and try not to rely on slower 3G/4G mobile networks, however, 5G should work fine. Avoid using a free WiFi hotspot usually available in public places such as a cafe or airport, these networks are used by many people simultaneously and can result in poor playback. 

It could also be due to issues with TCP/UDP ports being blocked, for example, if you are connecting from a corporate network or from behind a firewall. See our Connectivity Settings guide for more info.

Troubleshooting Microphone and Camera issues on Android

To be able to join the Networking area of an event you need to make sure the Hopin app has permission to use your device camera and microphone. You will be automatically prompted to allow the Hopin app to access both the microphone and camera as shown below.

The following screen will appear first, simply click the 'Start networking' button.

StartNetworking.png

Then click 'Allow Camera and Microphone' to grant the required app permissions.

AllowCameraAndMicrophone.png

Click 'Allow' to grant access to the camera.

AllowCamera.png

Click 'Allow' to grant access to the microphone.

AllowMic.png

This will allow you to join the meeting with both your camera and microphone.

If you don't get prompted to allow your camera or microphone, close the Hopin app, then locate the Hopin app icon on your device.

HopinApp.png

Click and hold on the Hopin app icon to reveal the options menu, then select 'App info'.

HopinAppOptions.png

Under 'App settings > Permissions' make sure 'Camera and Microphone' are allowed. They are both required for the app to function properly. If your settings look like below you are fine and ready to go.

SelectPermissions.png

If 'App settings' display 'No permissions allowed' there is a problem, click on 'Permissions' to grant access to the camera and microphone.

NoPermissions.png

In the example below, both the camera and microphone are 'Denied' and will not work.

SelectCameraMic.png

Click on 'Camera' to grant permission by selecting 'Allow'.

CameraAllow.png

Then click on 'Microphone' to grant permissions by selecting 'Allow'.

MicAllow.png

Below is how the settings should look like for the camera and microphone to work as expected.

AllowedPermissions.png

Once the settings are updated, launch the Hopin app and try again.

You should now be able to join Networking successfully.


Feel free to reach out to us at support@hopin.com in case you have questions or need assistance.

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