Troubleshooting

Problems with Internet Connection

Currently it is recommended to use the latest version of Google Chrome for Live. 

It is important to keep tabs on your internet connection during the duration of the call. Due to the nature of web video conferencing, quality may fluctuate as your bandwidth availability changes. There are several ways to be conscious of the quality of your internet connection during your session:

  • In the onboarding flow, before you join the haircheck room, we run a quick bandwidth test to confirm your connection is stable enough to begin the call. 
  • During the session, you will see a status button on the bottom right. This represents your network latency. Latency is the measure of time it takes to send a packet of data from one endpoint to another. 
    • If the status is green, you're in good shape!
    • If the status is yellow, you may experience some lags or freezing during your session.
    • If the status is red, you should let the other participant know and try to hold off on important back-and-forth until you are able to get to yellow or green. 

If you are experiencing issues with your network: 

  • Make sure your internet is working
  • Try moving closer to the router
  • Close any apps on your network that may be consuming large amounts of bandwidth (i.e. music and video streaming)

If you are unable to stabilize your network, we recommend communicating this with the other participant and trying to reschedule another time to complete your session when your network is reliable.

Run  this test any time you are worried that the issue may be with your internet connection. Feel free to have the other participant run this test to help track down which side the issue is on. 

Problems with firewall 

If one of your tests fail, it is probably due to firewall. Here are two options that you can try and then retest your setup:

Option #1: You can change your network or wifi connection and try again. 

Option #2: You can simply disable your firewall temporarily and see if that allows your tests to pass.
Option #3: If you don't want to disable your firewall (which makes sense, I wouldn't blame you), you can also try whitelisting our video partner Twilio's IP address range.
To do that follow these steps if you are on a device running Windows:
  • Access your computer's built-in firewall. To do that, follow this path: Control panel > Windows Firewall > Advanced Settings (in the left side panel). This Opens up an mmc window for advanced firewall configuration.
  • In the left panel, choose Inbound or Outbound rules.
  • Right panel, click New rule.
  • In the dialog, choose "custom".
  • In the left again, go to "Scope." When you add an IP, you can add a range. Add the ranges 34.203.254.0 - 34.203.254.255 and 54.172.60.0 - 54.172.61.255.
  • On the left, click "Action" and hit "Allow the connection"
  • After that, your firewall should recognize the IP address range and should theoretically allow you to connect to the Live call. Regardless of what option you choose, can you retest your setup and let me know if it worked.

You can find more details on firewall here

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