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Troubleshooting Checklist

We have a plethora of FAQs and articles that will walk you through detailed troubleshooting steps if you need help connecting to or using Gather. The following is a checklist of steps to have:

General

Refresh your browser.
Switch to Chrome if you are not using information technology already.
Close any other applications or browser tabs.
Disable any unnecessary browser extensions (or employ Incognito/Private mode in your browser).
Disable VPN/firewall or ask your IT to whitelist Gather.

Performance Bug

Turn on Do Non Disturb Mode (Ctrl/⌘+U) to limit your a/v connections.
Test User Settings(Ctrl/⌘+P):
- Reduce Limit Frame Charge per unit to fewer fps. (Graphics)
- Plow on SmartZoom or use a large zoom for Manual Canvas Zoom. (Appearance)
- Turn on Reduce Motility. (Appearance)
- Plough on Auto Idle Mute. (Audio / Video)
- Turn off HD Video Quality. (Audio / Video)
- Plough off Hardware Dispatch (Graphics)

Sound/Video Issues

Bank check browser settings and permissions to let microphone and camera.
Close any other applications that use your mic or photographic camera.
Bank check system settings and permissions (Macs) to permit screen recording, microphone, and camera.
Disconnect from external monitors.
Turn on Original Audio (Settings > User > Audio & Video) to turn off Assemble'southward sound processing, which includes echo reduction, automatic gain control, and noise filtering.
Review A/5 Troubleshooting FAQs

Black or White Screen Bug

Respawn into the Infinite.
Hard refresh your browser (hold Shift key and press refresh button on browser).
Check the Mapmaker to brand certain the background has not been deleted or resized. (If the groundwork is white in Mapmaker, your original background has likely been deleted.)
Check if yous are banned.
Clear your browser enshroud.
If you are embedding objects:
- White screen = the website does not allow embedding
- Black screen = the URL needs to be https
See All I see is a black screen—what do I do? for screenshots of black screen issues.

Still having issues?

Check out our Gather Status site to see if Gather is having whatever issues site-wide.
Study a bug by clicking on the Gather carte and selecting Report an Effect. (Read more on reporting issues.)
If all else fails, in that location's e'er the ol' turn-information technology-off-and-dorsum-on-once again (restart your computer).

Why can't I share my screen?

Warning: If you have previously granted permissions for Gather but can no longer utilize your photographic camera, mic, or screen share, you may demand to reset your permissions in your browser. Mac users may need to reset their organization preferences likewise, which means removing then adding back permission for your browser.

If you are having problem sharing your screen on Gather, offset by checking your browser's permissions. For example, in Chrome, select the padlock in the URL bar to view the browser's current permissions. Y'all will need to grant Chrome admission to your photographic camera to enable screen sharing.

A screenshot of the fancy office template in Gather in Chrome. In the URL bar, the padlock icon is outlined in red. Chrome's browser permissions window is open, with a red outline around Camera and Microphone, which are both set to Allow. To check your browser's permissions in Chrome, click on the padlock icon in the URL. Ensure Photographic camera is set to Allow.

Tip:For a complete explanation of how to share in Chrome, Firefox, and Safari, see the Screen Sharing article.

Mac System Permissions

If you are using a Mac, you may need to cheque your System Preferences also to share your screen. Open your System Preferences. Select Security & Privacy.

A screenshot of a Mac desktop with the System Preferences window open. Security & Privacy is outlined in red. On your Mac, open Organization Preferences and select Security & Privacy.

Select Privacyin the tiptop panel, so coil downward in the left menu and click Screen Recording. You may demand to click the padlock in the bottom left of the window to make changes. If your browser does not announced in the listing, click the plus sign and select your browser from your Applications.

A screenshot of a Mac desktop with Security & Privacy open. Screen Recording is outlined in red, and in the list of allowed apps, Google Chrome is outlined in red and selected. A red arrow points to the plus sign beneath the list of apps, with text that reads "Or click to add browser." In Security & Privacy, select Screen Recording. Select the browser to provide permissions, or select the plus (+) sign to add together your browser.

You lot volition demand to quit your browser and reopen information technology for the changes to save.

Tip:For a complete explanation of how to manage your Mac permissions, see the Organisation Permissions commodity.

Warning:We do not currently support other browsers, so nosotros have not included information for screen sharing exterior of Chrome, Firefox, or Safari.

Why doesn't my Bluetooth work?

Is Gather switching your sound inputs every time you switch tabs? Or are you able to hear others but they tin't hear you? Huge changes in audio quality when you lot mute and unmute? If you're using a bluetooth headset, this article may provide some clarity.

Bluetooth Profiles

Every Bluetooth accessory comes with a congenital-in profile, which is a packet of software that tells the device how to "treat" the accessory. Some devices will automatically sense a Bluetooth accessory, and then use an incorrect profile to them from their own library.

If y'all find that you can only hear others but they tin can't hear you, the cause may be your Bluetooth contour. Bluetooth A2DP, a type of Bluetooth profile, does not permit for stereo audio plus microphone at the aforementioned fourth dimension.

Many Bluetooth headsets, widely produced before 2018, use Bluetooth A2DP. Some mobile devices will accommodate the limitation of A2DP past switching between sending microphone inputs and receiving stereo audio input quickly and automatically. Some devices (computers, tablets, etc.) do not back up the automated switching of inputs and outputs required by A2DP for a smooth feel.

One solution would be to use a separate microphone if you wish to employ Bluetooth headphones.

Exam Inputs

When you select your input (mic) in Gather, your estimator will generate a list of what information technology views every bit bachelor. In the gif below of the Check Your Hair screen, the drop-downwards menus show several options for the aforementioned headset. Each option is a different profile that tin can utilise to the device.

Alarm: Firefox for Windows and Mac does not allow you lot to prepare a split speaker output.

(1) Before you enter a Space, you can endeavour different input and output combinations.

Finding the right combination that works for you may take some trial and error.

Notation:To change your a/v selections from inside the Infinite, just open User Settings (Ctrl/⌘+P).

Why do I hear an echo when talking to someone?

An echo tin happen if the estimator does non have built in noise reduction. The computer'southward speakers are sending out sounds, and the microphone is picking it back upwardly and sending information technology back through the computer.

Effort using headphones or using third party software that would cancel out this noise automatically like Krisp.ai.

Mobile Troubleshooting

If you lot are having problem hearing or seeing other users on mobile, try a few of the following steps to reconnect to Gather:

Audio/Video and Performance Issues

Plough your mic and/or video off and on again.
Enable Prioritized Audio, which turns off the video feeds of the people you are continued to. To do this, tap the white icon of the camera with the line through it that displays beneath a person's video feed. To re-enable video, tap the light-green camera icon.

In the video carousel at the top of your mobile screen, tap the icon of the camera with a line through it to disable or enable video feeds.

Turn on Tranquility Mode to limit your a/five connections. (Select the 3 dots in the bottom bar of your mobile screen, and so select Tranquillity Manner. Nevertheless, this feature is not available for remote work Spaces).

Alarm: Currently on iOS Safari, you demand to mute and unmute your audio and video manually when you lot enter a new conversation. Otherwise, you can meet yourself, but others cannot hear or encounter y'all.

Black Video Feeds from Others

Tap the video feed to aggrandize to full screen to refresh the video feed.

Nevertheless having issues?

Check out our Gather Status site to encounter if Gather is having any issues site-wide.
Report a bug by selecting the iii dots in the bottom bar of your mobile screen and so selecting Report an Issue. (Read more on reporting issues.)

Three screenshots of Gather on mobile. In the far left image, the bottom menu is expanded and Report an issue is outlined in red. In the second image, the Report an issue modal is open, which lets you select a Reason for the bug report, enter your email address, and enter a message. The third image is the success message that displays when you submit a bug report on mobile. To alter your settings, tap the three dots in the bottom bar of your mobile screen. Select Report an issue to submit a bug report.

Firefox Bug

In Baronial 2021, Firefox was updated to employ a new video rendering technology called WebRender.

WebRender may amend audio and video performance in Gather, but it may likewise cause instability and other issues like flickering, artifacting (graphic baloney), or even (in rare cases) a total system crash.

If you are experiencing these kinds of issues in Gather, please apply this support commodity from Mozilla to troubleshoot.

How do I get livestreams to work?

For livestreams, you need to get out the Synchronized First Time and Display (Offset) and Brandish (Stop) fields blank in the Avant-garde Options for Embedded Video. The synced Tv function automatically moves the time dial forward or backward to ensure all participants are seeing the aforementioned part of a video and livestreams on Youtube do non take a time dial. YouTube already handles the video synchronization on their end, which means you only need to link the livestream equally if y'all were embedding a regular video.

All I see is a blackness screen—what do I practice?

In that location are several reasons why you lot may meet a blackness screen or black background. Here are some quick troubleshooting tricks you can try to resolve your outcome.

Reset Your Location

Occasionally at that place may exist an issue with your current position due to map edits or other situations. The quickest mode to resolve this is to try and respawn to a default spawn location in the Infinite. Select your proper name (the personal carte) in the toolbar, so select Respawn.

In the toolbar, select your name, so select Respawn.

Attempt a Hard Refresh

A hard refresh in your browser is dissimilar from a regular refresh in that it also clears the webpage's cache. Doing this will not log you out of Gather or forget your position in the space, and buried files for other sites will not be afflicted.

Starting time, get to the Get together space that's having the trouble. Then use the following key combination to refresh the folio:

Chrome or Firefox for Windows: Printing Ctrl+F5. If that doesn't work, attempt Shift+F5 or Ctrl+Shift+R.
Chrome or Firefox for Mac: Press Shift+Control+R.
Other Browsers:Try pressing the browser'due south refresh push while property downwards shift, or manually articulate the website cache in the browser's settings.

Add together a Background

If you see a black background, simply you can still see objects, the background may have been accidentally deleted (or not saved, if you were using the Walls and Floors Painter tool in the Mapmaker). If you own the Space and you accept a re-create of the background, you lot can try uploading information technology again.

Open the Mapmaker. Click the hamburger menu in the summit left corner. Click Background & Foreground, then Upload a Background.If you used the Walls and Floors Painter tool (drew your own groundwork), y'all will need to recreate the background. When you are finished drawing or uploading your groundwork, click Done in the Elevation Nav Menuof the Mapmaker, and and then click Save before reloading the Space.

A view of a blank map in the Mapmaker. The hamburger menu is outlined in red, and the menu is expanded. Background & Foreground is selected, and another expanded menu has Upload Background, Upload Foreground, Download Background, and Download Foreground. Open the Mapmaker. To draw or upload a new groundwork, select the hamburger menu, then select Background & Foreground, then select Upload Background.

Bank check If You Are Banned

If your entire screen is black and yous practice non see any objects, there is a loftier possibility that you were banned from the Space. Bans are done by IP accost. This ways if you lot tested the ban function on yourself or a fellow member of your household, you may have banned yourself from your Infinite. For more information and bachelor options moving forwards, please see our folio on Cake, Kick, & Ban.

Clear Your Enshroud

Occasionally at that place may be issues with stored cookies or other data in your browser's cache. Try immigration your browser's cache to help resolve these issues.

Get together Lost Connection

If you see a "Gather lost connection" fault message, it'southward possible you've lost connection to Assemble's servers. You may still be connected to our video servers and be able to see and hear others, but movement and object interaction maybe afflicted.

Endeavour refreshing the page or switching browsers (Chrome or Firefox work best). If y'all are on a VPN, try disconnecting from the VPN or whitelisting Assemble (see our VPN & Firewall Access commodity for more info).

If these steps practice not resolve the issue, please send ship us a bug report past selecting the main card (Gather grapes icon), then choosing Report an Event.

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Source: https://support.gather.town/help/av-troubleshooting