Troubleshooting for Virtual+ Services
Having issues connecting to a Virtual+ meeting?
Follow these quick troubleshooting steps to resolve!
1. Are you using a supported device and browser?
Chrome | Firefox | Safari | Edge (Chromium) *version 79 or above | |
| Android | Yes | Yes | - | - |
| iOS | - | - | Yes | - |
| Linux | Yes | Yes | - | - |
| macOS | Yes | Yes | Yes | Yes |
| Windows | Yes | Yes | - | Yes |
2. Have you allowed access to your camera and microphone?
This only applies if you are trying to connect with video/audio and do not see your video stream in your self view and/or others cannot hear you. To ensure this access, answer Allow when the access prompts come up to allow access to your camera and microphone.
3. Do you have a good network strength?
Your network strength meter is available in your self view.
Each participant will have a network strength meter visible on their video stream, which shows how strong their network connection is. 5/5 bars is the strongest and if you have no strength or the strength is still being assessed you'll see a slash through all bars. If there is a dip in network strength you may experience reduced video quality. The good news is that your bandwidth will automatically adjust to improve quality when this occurs (more on that below).
4. Have you tried running this diagnostic test from Twilio?
Virtual + Services uses Twilio to connect participants. If you've answered "Yes" to the above three questions and are still having issues, please try this running this test.
Here's what a successful connection will look like:
5. Have you sent us the browser console log?
If you've tried everything in steps 1-4 and still can't figure it out, we will need more info to further investigate the issue. To send the console log to us please do the following:
While the issue is occurring/error message is on screen:
For PC users: hit Shift + Alt + D
For Mac users: hit Shift + Option + D
Alternatively, you can type "/sad" into the chat bar and select Send.
You should see this message come up after doing this:
Seeing an Error Message?
Below are the most common error messages:
| 1 | V+ meetings are made available 10 minutes before the scheduled start time. Wait until then and try again. | |
| 2 | V+ meetings are available only up to one hour past the scheduled end time of the request. Contact your organization if need for extension arises. | |
| 3 | The request would need to be converted to a V+ request to make this V+ meeting accessible. | |
| 4 | The request would need to be confirmed in order for the V+ meeting to be accessible. | |
| 5 | The request is now canceled and this V+ meeting will no longer be available. | |
| 6 | If you are the only participant in the V+ meeting for over 15 minutes you'll see this error message. | |
| 7 | The request has been locked by another participant. A participant already in the meeting would need to unlock the room in order for you to join. |
Known Issues
As we make changes to Virtual+ to adapt to customer feedback and needs, there are a few issues we are still working to resolve. Below is a list of what we are actively investigating:
| Device | Browser(s) | Description |
| iPhone | Safari | Some iPhone users may see a pause and play icon come up on video streams when joining a V+ meeting or when a video stream is changed (muted/unmuted), switching cameras, etc.) |
| iPhone | Safari | Some iPhone users may experience a very low frame rate when video stream is coming from rear camera. |
| Android Phone | N/A | Some Android users may see the screen sharing icon in their self view controls, but screen sharing is not available from mobile devices. |
| All | All | Posting a URL hyperlink in the V+ chat may cause the V+ meeting to crash upon reentry. Please avoid posting links in the chat to avoid this issue. |
Additional Information
For your IT Team:
Trying to figure out how to configure your firewall or set up QoS to let clients through to Twilio and ensure a better experience?
See this page from Twilio.
We use Signaling Communication and Media Servers (both for region ID us1) from this page. Also look at the Additional Connectivity Requirements section on this page as well.
About bandwidth usage and limits:
Bandwidth Usage
Video and audio streams are encoded using variable bit rate codecs for all communication. This means that the quality of each stream will be dynamically adjusted to adapt to changing network conditions, and therefore the bandwidth usage will vary throughout the duration of the call.
Each full streaming (video + audio) connection consumes up to 540 Kilobits per second. Each audio-only connection consumes up to 40 Kilobits per second. Actual bandwidth consumed will vary based on network conditions.
- The upstream bandwidth will be independent on the number of participants,.
- The downstream bandwidth will grow proportionally to the number of participants, up to 8,000 Kbps - the upper limit.
Limits
There is a maximum limit of 8,000 Kilobits per second per participant. This means each participant can watch approximately 14 other participants before hitting this limit. When watching 15, 16, or 17 other participants, the video of each participant will be degraded slightly so the whole thing fits within the 8,000 Kbps limit. For each participant, there is an absolute maximum of watching 17 other participants. This means, for an 18 person meeting, everybody can see everybody else. There is a limit of 50 participants in a single meeting.
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