Hardware and Software Trouble

What do I do if a connection is not created?

There are a couple of causes when a connection cannot be set up.

Check your Web Browser

Coviu currently supports the Google Chrome, Firefox, Safari and Internet Edge. You can check your browser at https://www.whatsmybrowser.org/. We prefer a Google Chrome browser (49+) but Coviu also works in Firefox (50+) and Safari (12+). Try to use the latest production browser as it will support all features.

You can run Coviu on Windows, Mac OS X or Linux. 

To check whether your setup is complete, run the Precall test.

Screensharing is not working

A mixed Chrome/Firefox browser environment will disable certain features, amongst them Screensharing, because of lack of browser interoperability.

Check your Internet Connection

If it is taking a long time to connect and when it does connect, you get poor quality video and broken audio, you might want to check your Internet connection. We recommend a minimum of 350Kbps upload and download speed for a two endpoint call. Also, your latency (or ping time) should be less than 100ms.
There is more information available at Bandwidth usage of Coviu if you are interested.

How to improve your Internet Connection

Sometimes you have a choice between different Internet connections, so which is the best to use for Coviu?

We recommend going for a wired connection first, e.g. Ethernet in your office. If your computer runs on both Wireless and Ethernet, you might want to turn off the Wireless to make sure it uses the Ethernet.

Wireless in an office can sometimes turn out worse than a 3G or 4G connection, particularly when many users are competing for the wireless access. Often times it's not even a lack of bandwidth, but the amount of packet loss that causes issues and dropouts. Try wired or your 4G connection if that's the case. If you're worried about your data usage, check Bandwidth Usage of Coviu.

My camera is not working

Are you stuck in a loop of not being able to access your camera? Make sure you're in Google Chrome or Firefox.
If you don't have a camera, you can do an audio-only call, but it will give you a reduced experience. Buy yourself an HD webcam.
If your computer has a camera and you still can't access it, try restarting your browser or Coviu app. If that doesn't work, restart your computer.

My audio is not working

You can't hear the other end? Make sure your speakers or earphones are plugged in properly, the volume is turned up and not muted.
You can always try playing a YouTube video to check if the audio works.

Coviu allows you to choose different output devices - go to the Settings cogwheel and choose your speakers.

My microphone isn't working

The other end can't hear you? Make sure your microphone is plugged in properly and that the microphone level on your computer is turned up.

Make sure Coviu is using the right microphone. You can choose your microphone input by going to the Settings cogwheel and clicking on Microphone.

On tablets or mobile devices check that the microphone has not been disabled or muted.

Connection establishment

If you have connectivity trouble in a corporate environment, check our Firewall and Proxy Settings article.