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.

Symptoms:

• 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 participant should check the article Connectivity Status

  • This happens despite having a high-speed internet connection

    • The participant should also check current bandwidth at https://www.speedtest.net/

• 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:
  • Open a Chrome Incognito Window (MashMe support)
  • Browse in private (google Chrome Help)
• Advice to try in a different browser (Chrome, Firefox)
  • Which browsers are compatible with WebRTC?
• 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:
    • Mac:
      • System Preferences   >   Security and Privacy   >   Firewall tab
      • Turn on/off ; it may need to unlock preferences first (enter Password)  
    • Windows:
      • 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.