Quick Troubleshooting Reference Guide

  • Updated

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1. Check your internet speed and network

We recommend a minimum of 5mbps download and 2mbps upload. Ideally, we like to see 30mbps download and 10mbps upload or higher for the best quality.

Test your speed here: https://www.speedtest.net.

  • Join from a compatible browser. Hopin works best on Chrome and Firefox.
    Pro tip: Make sure your browser is up to date. Here are instructions for updating Chrome and here for Firefox.
  • If you are using a VPN (network) or device provided by your employer, ensure your device can access and share your camera and microphone.
  • Ensure you can access the web domains to use Hopin as described in our Network Connectivity Settings article. You may have to check with your IT department if using a device or network provided by your employer.
  • Some antivirus software can block your device from sharing your camera and microphone on Hopin.

2. Restart your computer before joining the event

This ensures that there are no other video applications holding onto audio or video for any reason.

3. Use headphones when participating on-screen

This will help eliminate echo and feedback.

4. If you experience Audio/Video issues

If you lose sound, can't share your audio/video or screen share, try the steps below, in order.

MAC Audio/Video Troubleshooting

  • Refresh your browser
  • Quit and relaunch your browser
  • Clear your cache or join from an incognito or private browser window
    Here are instructions on how to clear cache in Chrome and in Firefox
    To open an incognito/private window you can use Ctrl+Shift+N (Windows, Linux, ChromeOS) or Command+Shift+N (macOS) in Chrome; Ctrl+Shift+P (Windows, Linux, ChromeOS) or Command+Shift+P (macOS) in Firefox
  • Ensure your browser's permissions are granted to have access to your camera and microphone (in Chrome, type into the URL bar: chrome://settings/content; in Firefox, type about:preferences#privacy)
  • Ensure your browser has permission to record your screen (open your computer's System Preferences > Security & Privacy > Screen Recording > find your browser in the list and check the box). Then quit and relaunch your browser
  • Restart your computer
  • Join the event in a different browser (e.g.: switch from Chrome to Firefox)

Windows Audio/Video Troubleshooting

  • Refresh your browser
  • Quit and relaunch your browser
  • Clear your cache or join from an incognito or private browser window
    Here are instructions on how to clear cache in Chrome and in Firefox
    To open an incognito/private window you can use Ctrl+Shift+N (Windows, Linux, ChromeOS) or Command+Shift+N (macOS) in Chrome; Ctrl+Shift+P (Windows, Linux, ChromeOS) or Command+Shift+P (macOS) in Firefox
  • Ensure your browser's permissions are granted to have access to your camera and microphone (in Chrome, type into the URL bar: chrome://settings/content; in Firefox, type about:preferences#privacy)
  • Restart your computer
  • Join the event in a different browser (e.g.: switch from Chrome to Firefox)

5. Watch the How to use Hopin as an attendee tutorial video

Troubleshooting Audio

Troubleshooting your browser

1. Restart your computer.

2. Confirm the program’s volume isn’t turned down or muted. When using browsers like Chrome or Firefox, each tab can be muted individually. Right-click a tab to see its status. The option will say 'Unmute tab' or 'Unmute site' if it is currently silenced.

Troubleshooting your device

1. First, check to make sure Windows or macOS are using the correct device for speaker output by clicking on the speaker icon in the taskbar (Windows) or menu bar (macOS); sometimes the output can switch to a different device, unbeknownst to you. You’ll see the name of the speaker currently in use, click on the relevant name to switch to the right device, if applicable. If using external speakers, make sure they are powered on.

2. Restart your computer.

3. Check the speaker icon in the taskbar or menu bar to make sure the audio is not muted and the volume is turned up.

4. Ensure that your computer isn’t muted via hardware, like a dedicated mute button on your laptop or keyboard.

5. Plug headphones in to see if that serves as a workaround. When participating in a virtual event, we always recommend using headphones.

6. On Windows, right-click the volume icon and click 'Open Volume Mixer'. Make sure all options are on and the volume is turned up.

7. On Windows, right-click the volume icon again and choose 'Open Sound Settings'. In the window that opens, find 'Related Settings', then click on 'Sound Control Panel'. In the 'Playback' tab, confirm that your audio device (likely ‘Speakers’) has a green checkmark next to it. Then click 'Properties' and make sure that 'Use this device' is enabled.

Note: If the above tips don't help feel free to have a look at our in-depth troubleshooting guides for Windows and macOS that can be found in our knowledge base Troubleshooting Tips section. 

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

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