When using online audio and video communication platforms, we have noticed the following common user problems. But all of them can be fixed very easily:

Windows User

• I can't hear anything!

  • Has the sound been muted in the Browser tab or in the Windows taskbar?

  • Are you using an external audio device like Bluetooth headphones? Try switching to your built-in speaker and microphone:

    Windows 10

    1. Rightclick on the speaker icon in the Windows taskbar
    2. Select “Sound Settings”

    

    1. Select your built in speaker

    Windows 11

    1. Klick on the speaker icon in the Windows taskbar
    2. Klick on the arrow next to the volume control

    

    1. Select your built in speaker

• My camera does not work and I get an error message in HyHyve! In general, the HyHyve error message already gives a clue as to what went wrong. The following errors are common:

  • Another programme is blocking the camera: For example, the user is still in a Zoom or Teams meeting which is using the camera. Please close the meeting and reload HyHyve.

  • The user has rejected the permissions for the video camera and microphone in the browser request. To fix this, simply grant the permissions again in the browser (most browsers have a 🔒 to the left of the browser line that can be used to grant the permissions). Than reload the website to apply the changes.

    

• My video and audio is totally choppy and the videos are frozen! This is usually due to your internet connection being unstable. As we at HyHyve are using significantly more bandwidth due to the transmission of the videos, this can put an unusual strain on your internet connection. Unfortunately, there is nothing we can do about this, unless your colleagues deactivate their camera or you join via your mobile phone hotspot, for example.

Mac User

• My camera is not working and I get an error message in HyHyve! Generally, the HyHyve error message already gives a clue about what went wrong. The following errors are common:

  • The user has rejected the permissions for video camera and microphone in the browser request. To do this, simply grant the permissions again in the browser (most browsers have a 🔒 to the left of the browser line that can be used to grant the permissions).

• I can't share my screen and get an error message in HyHyve! It is possible that no screen sharing permissions have been granted for the browser in the Mac System Preferences. Here you can find a short tutorial on how to do this:

  Grant Screen Sharing Permissions on Mac

My video and audio is totally choppy and the videos are frozen! This is usually due to your internet connection being unstable. Since we at HyHyve require significantly more bandwidth due to the transmission of the videos, this can put an unusually heavy load on your internet connection. Unfortunately, there is nothing we can do about this, unless your colleagues deactivate their camera or you join via your mobile phone hotspot, for example.