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Troubleshooting Checklist

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

General

Refresh your browser.
Switch to Chrome if you lot are non using it already.
Close any other applications or browser tabs.
Disable whatsoever unnecessary browser extensions (or apply Incognito/Private mode in your browser).
Disable VPN/firewall or ask your IT to whitelist Assemble.

Operation Issues

Turn on Do Non Disturb Fashion (Ctrl/⌘+U) to limit your a/five connections.
Test User Settings(Ctrl/⌘+P):
- Reduce Limit Frame Rate to fewer fps. (Graphics)
- Plough on SmartZoom or use a large zoom for Manual Sheet Zoom. (Appearance)
- Turn on Reduce Motion. (Advent)
- Plough on Auto Idle Mute. (Audio / Video)
- Turn off Hd Video Quality. (Audio / Video)
- Turn off Hardware Acceleration (Graphics)

Audio/Video Issues

Check browser settings and permissions to allow microphone and camera.
Close any other applications that use your mic or photographic camera.
Check arrangement settings and permissions (Macs) to allow screen recording, microphone, and photographic camera.
Disconnect from external monitors.
Plow on Original Audio (Settings > User > Audio & Video) to turn off Gather'south sound processing, which includes echo reduction, automatic gain command, and noise filtering.
Review A/V Troubleshooting FAQs

Black or White Screen Issues

Respawn into the Infinite.
Difficult refresh your browser (hold Shift key and press refresh push on browser).
Check the Mapmaker to brand sure the background has not been deleted or resized. (If the groundwork is white in Mapmaker, your original background has likely been deleted.)
Check if y'all are banned.
Clear your browser cache.
If you lot are embedding objects:
- White screen = the website does non let embedding
- Black screen = the URL needs to be https
Run across All I run across is a black screen—what exercise I do? for screenshots of blackness screen issues.

Even so having issues?

Bank check out our Get together Condition site to see if Assemble is having any issues site-wide.
Written report a bug by clicking on the Get together carte and selecting Report an Result. (Read more on reporting issues.)
If all else fails, there'due south e'er the ol' plough-it-off-and-back-on-again (restart your reckoner).

Why tin't I share my screen?

Alarm: If you have previously granted permissions for Assemble but tin no longer utilize your camera, mic, or screen share, yous may demand to reset your permissions in your browser. Mac users may need to reset their system preferences besides, which means removing and then adding back permission for your browser.

If y'all are having problem sharing your screen on Gather, kickoff by checking your browser'south permissions. For example, in Chrome, select the padlock in the URL bar to view the browser's current permissions. Yous will need to grant Chrome access to your 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 bank check your browser's permissions in Chrome, click on the padlock icon in the URL. Ensure Camera is prepare to Allow.

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

Mac System Permissions

If you are using a Mac, you may demand to check your System Preferences every bit well 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 Organisation Preferences and select Security & Privacy.

Select Privacyin the top panel, then scroll downwards in the left menu and click Screen Recording. You may need to click the padlock in the bottom left of the window to make changes. If your browser does non appear in the list, 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 your browser.

Yous will demand to quit your browser and reopen it for the changes to salve.

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

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

Why doesn't my Bluetooth work?

Is Gather switching your audio inputs every time you switch tabs? Or are yous able to hear others simply they can't hear you? Huge changes in sound quality when you 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 package of software that tells the device how to "treat" the accessory. Some devices will automatically sense a Bluetooth accompaniment, and so utilize an incorrect profile to them from their own library.

If you lot detect that y'all can just hear others only they can't hear you, the cause may exist your Bluetooth contour. Bluetooth A2DP, a type of Bluetooth profile, does not permit for stereo audio plus microphone at the same fourth dimension.

Many Bluetooth headsets, widely produced earlier 2018, use Bluetooth A2DP. Some mobile devices will conform the limitation of A2DP past switching between sending microphone inputs and receiving stereo audio input quickly and automatically. Some devices (computers, tablets, etc.) practice non support the automatic switching of inputs and outputs required by A2DP for a smooth feel.

One solution would be to use a carve up microphone if yous wish to use Bluetooth headphones.

Examination Inputs

When y'all select your input (mic) in Assemble, your computer will generate a list of what it views every bit available. In the gif below of the Bank check Your Hair screen, the driblet-down menus prove several options for the same headset. Each option is a different profile that can apply to the device.

Warning: Firefox for Windows and Mac does non permit you lot to set a carve up speaker output.

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

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

Annotation:To change your a/v selections from inside the Space, only open up User Settings (Ctrl/⌘+P).

Why practice I hear an repeat when talking to someone?

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

Endeavour using headphones or using third party software that would abolish out this dissonance automatically like Krisp.ai.

Mobile Troubleshooting

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

Audio/Video and Performance Issues

Turn your mic and/or video off and on again.
Enable Prioritized Audio, which turns off the video feeds of the people yous are connected to. To practise this, tap the white icon of the camera with the line through it that displays beneath a person'southward 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 photographic camera with a line through it to disable or enable video feeds.

Turn on Repose Mode to limit your a/five connections. (Select the iii dots in the bottom bar of your mobile screen, then select Tranquility Mode. Yet, this feature is not available for remote work Spaces).

Warning: Currently on iOS Safari, yous demand to mute and unmute your sound and video manually when you lot enter a new chat. Otherwise, you tin see yourself, but others cannot hear or meet y'all.

Black Video Feeds from Others

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

Still having issues?

Check out our Gather Status site to meet if Get together is having any problems site-wide.
Written report a bug past selecting the three dots in the lesser bar of your mobile screen and then selecting Study an Event. (Read more on reporting problems.)

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 3 dots in the bottom bar of your mobile screen. Select Study an effect to submit a bug report.

Firefox Issues

In August 2021, Firefox was updated to use a new video rendering applied science called WebRender.

WebRender may amend audio and video performance in Assemble, but it may also crusade instability and other issues like flickering, artifacting (graphic baloney), or even (in rare cases) a full arrangement crash.

If you are experiencing these kinds of issues in Get together, please utilise this support article from Mozilla to troubleshoot.

How do I get livestreams to work?

For livestreams, you need to leave the Synchronized Start Time and Display (Start) and Display (Finish) fields bare in the Advanced Options for Embedded Video. The synced TV office automatically moves the time dial frontward or backward to ensure all participants are seeing the same part of a video and livestreams on Youtube practice non accept a time dial. YouTube already handles the video synchronization on their stop, which means you only demand to link the livestream as if you lot were embedding a regular video.

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

In that location are several reasons why you lot may see a black screen or black background. Here are some quick troubleshooting tricks y'all can try to resolve your issue.

Reset Your Location

Occasionally there may be an issue with your current position due to map edits or other situations. The quickest way to resolve this is to try and respawn to a default spawn location in the Space. Select your name (the personal carte du jour) in the toolbar, then select Respawn.

In the toolbar, select your name, and then select Respawn.

Endeavour a Hard Refresh

A hard refresh in your browser is different from a regular refresh in that it also clears the webpage's cache. Doing this will not log yous out of Gather or forget your position in the infinite, and cached files for other sites will not exist affected.

First, become to the Gather space that's having the problem. Then use the following key combination to refresh the page:

Chrome or Firefox for Windows: Press Ctrl+F5. If that doesn't piece of work, try Shift+F5 or Ctrl+Shift+R.
Chrome or Firefox for Mac: Press Shift+Command+R.
Other Browsers:Try pressing the browser's refresh button while property down shift, or manually clear the website cache in the browser's settings.

Add together a Background

If you encounter a black groundwork, simply you can still run across 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 lot own the Space and you have a copy of the background, you can try uploading information technology again.

Open the Mapmaker. Click the hamburger menu in the superlative left corner. Click Background & Foreground, then Upload a Background.If yous used the Walls and Floors Painter tool (drew your own background), you lot will need to recreate the background. When you are finished cartoon or uploading your groundwork, click Done in the Height Nav Bill of fareof the Mapmaker, and so click Salvage before reloading the Infinite.

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 depict or upload a new groundwork, select the hamburger carte, then select Background & Foreground, and so select Upload Groundwork.

Cheque If You lot Are Banned

If your entire screen is blackness and y'all exercise not meet whatsoever objects, there is a loftier possibility that you lot were banned from the Infinite. Bans are done by IP address. This ways if you tested the ban function on yourself or a fellow member of your household, yous may take banned yourself from your Space. For more information and available options moving forward, please see our page on Block, Kicking, & Ban.

Clear Your Cache

Occasionally there may exist bug with stored cookies or other information in your browser'southward enshroud. Try clearing your browser's cache to help resolve these issues.

Gather Lost Connection

If you see a "Gather lost connection" mistake bulletin, information technology's possible you've lost connection to Gather'southward servers. You lot may still be connected to our video servers and be able to see and hear others, but motility and object interaction maybe affected.

Attempt refreshing the folio or switching browsers (Chrome or Firefox work best). If you are on a VPN, try disconnecting from the VPN or whitelisting Gather (see our VPN & Firewall Access article for more info).

If these steps do not resolve the issue, please transport send us a bug written report by selecting the main menu (Gather grapes icon), then choosing Written report an Issue.

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