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Troubleshooting audio and screenshare issues

General troubleshooting

If others are unable to hear you…

  • Have you given the browser permission to access your microphone and screen? We will automatically ask for this the first time you enter the galaxy, but if you don’t see that popup or you accidentally denied permission, you can fix it by following these steps.
  • Are you muted? Ensure that your microphone is unmuted. The microphone icon at the bottom left of the galaxy will be purple when unmuted.
  • Do you have speakers or headphones in? Check you audio settings in the lobby (the screen before you enter your galaxy) to ensure that you’re connected to the right audio settings.
  • Are you on a VPN? If so, you may not be able to connect to our audio servers.

If you are unable to hear others…

  • Are you on a VPN or behind a firewall? If so, your setup may not be compatible with our third-party audio servers. Please contact support and we’ll be happy to help determine if that’s the case.

Warning and error messages

“Low audio quality” or “Audio connection unstable” We have detected some network problems, and others may have trouble hearing you. These will usually resolve themselves when your network connection improves. To help this, please make sure that you are not downloading large files, or streaming video/music that you don’t need.

“Audio connection lost” or “Audio connection failed” You have lost connection to the Orbital servers entirely. No one can hear you or see your screen. This is usually due to losing internet connection, or a problem with your internet service provider. We will usually try to reconnect you automatically.

“Poor screen broadcast connection” or “Low screen broadcast quality” We have detected some network problems, and others may have trouble viewing your screen. These will usually resolve themselves when your network connection improves. To help this, please make sure that you are not downloading large files, or streaming video/music that you don’t need.

“Screen connection lost” or “Screen connection failed” You have lost connection to the Orbital servers entirely. No one can hear you or see your screen. This is usually due to losing internet connection, or a problem with your internet service provider. We will usually try to reconnect you automatically.

“Microphone updated” or “Speakers updated” This is usually because headphones have been disconnected, or a bluetooth speaker was lost, and we have reconnected you automatically to the device shown.

“Device settings updated” This is usually because headphones have been disconnected, or a bluetooth speaker was lost, and we have reconnected you automatically.

“Error occurred” This is a general error which may mean we need to check our logs for more information. If the problem persists, please refresh your browser. If that does not resolve the issue, contact support.

Contact us

If your problem persists after attempting the troubleshooting steps above, please refresh your browser. If that does not resolve the issue, contact support and we’ll be happy to help.

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Next How to manually grant audio and video permissions
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