Troubleshooting Video & Voice Call Quality

IMPROVE YOUR WI-FI OR NETWORK PERFORMANCE
Bandwidth issues are a major cause of poor video quality. Even if your video and audio seem fine, other meeting participants may have trouble hearing you or seeing you. Try the following to improve your bandwidth issues:

  1. Run an Internet speed test to ensure you have sufficient bandwidth and low latency. Observe the bandwidth and latency over time to make sure you have a stable connection, which is required for high quality video calling. See bandwidth requirements.
  2. Use a wired Ethernet connection, if available, to see if the video quality improves.
  3. Use the 5 GHz Wi-Fi connection instead of the more heavily used 2.4 GHz band.
  4. Hardware firewalls, VPNs and security devices that inspect or alter Mode traffic before routing it onward may cause poor video quality. Have your admin read Prepare your network for Mode.

And finally, consider disabling Quality of Service (QoS) for Mode traffic. Some network equipment uses QoS to prioritize specific types of traffic, and Modet also performs network prioritization, which can cause poor video quality when combined with QoS. Temporarily disable QoS for Mode to see if video quality improves.


DEACTIVATE VPN SOFTWARE
Your computer or smartphone normally connects directly to Mode. A VPN routes traffic through an additional network location and may delay video transmission to and from your Mode meeting.
  1. Temporarily deactivate your VPN and reconnect to the Mode video meeting.
  2. If video quality improves, complete the call without VPN.
  3. Remember to deactivate the VPN when connecting to future Mode video meetings.
  4. Ask your IT or VPN service provider to change your VPN configuration to allow Mode traffic to bypass the VPN. They may need to obtain information on the outbound ports, allowlisted URIs, and IP ranges for Mode.

CLOSE NON-ESSENTIAL BROWSER TABS AND APPS
Too many tabs and open applications can cause poor video quality as this requires more resources from your computer.
  1. Close non-essential tabs.
  2. Close other apps.
  3. Reduce the size of the Mode window.

CONFIGURE ANTIVIRUS, FIREWALL, OR OTHER SECURITY SOFTWARE
Software that inspects or alters Mode traffic before it reaches the video meeting may interfere with Mode and may cause poor video quality.
Review the options that allow the Chrome browser and Meet traffic to operate without interference. If you run into repeated issues, your admin may need to allowlist specific URLs for Mode to best operate.

CHANGE YOUR COMPUTER’S CAMERA OR VIDEO QUALITY
You can decrease the quality of your video if you experience :
  1. Video or audio delays
  2. Poor network connection
  3. Low battery
  4. Limited data availability
  5. Other quality issues
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