Participants and Remote Presenters might encounter issues when connecting to a mashme session.
This article compiles the different actions to complete to understand and qualify the browser issues correctly.
- The videos (Current Speaker, Classroom Streaming, Your Camera) are not showing, or they flash briefly and disappear from their student interface.
The traffic light connectivity icon in mashme shows “low connectivity” (red).
- The https://test.mashme.io/ does not complete or gives an error.
- If the test does not complete, the subsequent report is not generated and the database cannot be checked.
- The presentation can be seen and the chat works right.
How to troubleshoot with the participant that the issue is due to browser incompatibility:
Check the browser version (it is also shown in freshchat)
Advice to try in an incognito window:
Advice to try in a different browser (Chrome, Firefox, Opera, Edge)
If it fails in all browsers (incl. incognito):
Check with the participant if they are using a VPN, and advice to turn the VPN off (if possible)
VPN may block some MashMe features
Check with the participant if they have a Firewall, and advice to deactivate it:
System Preferences > Security and Privacy > Firewall tab
Turn on/off ; it may need to unlock preferences first (enter Password)
Control Panel > System & Security > Windows Defender Firewall
Turn WDF on or off ; choose Private/Public network settings
If it is failing in only that one browser, despite turning VPN & Firewall off, and that browser version is the latest and is quite recent (released that same week), we should double check from our end that specific browser version; it is not working either in our computers, we should communicate it to the team, as mashme may be having an incompatibility issue with that latest version.