My camera or microphone is not working

A few of the most common issues that could affect your microphone and camera access:
🪧 Another program that has priority over trember is using or has recently used your camera or mic;
🔒 Some restrictive settings in your browser / operation system were set by you or by an administrator of your operation system (if you are using a corporate device) or by a program, for example an antivirus progrem or add-on;
🚫 Firewall or VPN restrictions.

The first few things that you can try or recommend that your guests do to fix and to understand the issue better is to:

• Change to another browser (we recommend the latest version of Google Chrome) – if that works, then the problem is linked connected to your browser settings;
• Try the same room in the same internet network but from another device, for example a mobile phone – if that works, then the problem is linked to your device settings;
  
• Finally, switch to another internet network and restart your browser – if that works, then the problem is connected to your firewall. In some cases you will need to clean up your cache after changing the network to make the cam/mic work.

Onse after you have identified the source of the issue, or if there is no possibility to change to another browser / device / network, please check the following:
‍
1. Browser restrictions.
‍
- Check if access to camera / mic is given on a browser level. You can find camera and mic permission settings in Settings / Preferences of your browser menu. Detailed instructions are here: Google Chrome, Microsoft Edge, Opera, Firefox. After you allow camera and mic access to trember, you must reload your browser to make it work.
‍
- Check that there is no other program that has taken over access to your camera and mic. Access can be still held even after you stopped the program. To get your camera and mic back, clean the browser cache. Here are the instructions for Chrome, Safari, Firefox, Opera and Microsoft Edge.
‍
- Check that there are no add-ons blocking access to your camera / mic. Try to open trember in incognito mode where add-ons usually do not work.
‍
2. Device restrictions. If the camera and microphone are working in general on your device but not for a video call at trember, you need to check the settings of your OS: Windows, macOS.
‍
3. Firewall restrictions. Please, open / ask your IT department to open ports to accept trember traffic. If the problem still occurs, please let us know and we will provide you tools for additional diagnostics.
‍

I can't hear and see other people / screensharing

In 99% of cases, this particular problem is caused by Firewall / VPN restrictions. Please contact us for further diagnostics at info@trember.com

Poor quality of video / lagging sound / video or screen freezing

The quality of your video and the video of other participants and performance of trember in general depends on the internet connection and network parameters. We use a technology called Web-RTC which requires standard internet connection characteristics:
- As for most other video solutions, 10 Mb/sec is minimum for a stable connection, 30 Mb/sec is perfect. Check your bandwidth here. We recommend you test trember even if your bandwidth is lower, since connection depends on many factors.
- Your latency should be less than 100 ms on your network at best, 400 ms at maximum (issues may occur). You can check your latency by running a ping test.
- Open up your Firewall settings: port 443 for outgoing traffic for both TCP and UDP. You can check if it opened for trember.me here. Outgoing traffic should preferably be direct (not sent via a proxy).
- To avoid issues, please don't use VPN while using trember unless you absolutely have to; in this case, please test it with us.
‍
Please, also note that some devices (especially, mobile ones) and outdated browser versions may impair the performance of video calls and lead to freezing of video or of the whole room.

Also, all media in the room should not exceed 1 Mb for better stability. 3 Mb is the absolute maximum, and we do not recommend exceeding it.

White Screen

trember can be blocked by some extensions installed on your browser.
If you see a white list instead of a trember room, please, check the following:
- You have a Google Translate extension switched off;
- You whitelisted trember for your ad blocker, if any, such as uBlock or Ghostery. ‍

Interested in learning how to run engaging, entertaining, and intuitive digital events? Book a demo and speak with one of our experts.

Avatar of another person is not visible

If you see this kind of notification instead of an avatar of another person, please check if your browser supports WebGL 2.0.
‍

In Safari, it can be activated as following: Development --> Experimental Features --> WebGL 2.0. In other browsers, this functionality is activated by default.

Interested in learning how to run engaging, entertaining, and intuitive digital events? Book a demo and speak with one of our experts.