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Troubleshooting audio, screenshare, and video issues

General troubleshooting steps

  1. Are your webcam and microphone working? Use the links below to test if your microphone and webcam are working.
  2. Does the browser have permission to access your microphone and screen? We will automatically ask for this the first time you enter the galaxy. If you don’t see the popup, or you accidentally denied permission, you can fix it by following these steps.
  3. Are you able to connect to our servers? You can test this by using the Web RTC Troubleshooting tool here.
  4. Do you have speakers or headphones plugged in? Check your audio settings in the lobby (the screen before you enter your galaxy) to ensure that you’re connected to the right audio settings.
  5. Are you muted? Ensure that your microphone is unmuted. The microphone icon at the bottom left of the galaxy will be purple when unmuted.
  6. Are you close to others? Make sure that they’re in your audible area. See “How can I know who can hear me?” for more information.
  7. Are you on a VPN or behind a firewall? If so, your setup may not be compatible with our 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.

How to contact support

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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