Troubleshooting

Video Call Technical Issues

Camera, microphone, or connection problems? Follow these step-by-step solutions — most issues are fixed in under 2 minutes.

Grant permissions

Use Chrome

Close other apps

5+ Mbps internet

Camera Not Working

Grant Camera Permissions

When you join a call, your browser asks for camera access. You must click "Allow".

Chrome

Camera icon in address bar (top right)
Select "Always allow"
Refresh the page

Safari

Safari → Settings → Websites → Camera
Find the site → Change to "Allow"
Refresh the page

Close Other Camera Apps

Only one app can use your camera at a time. Close Zoom, Skype, FaceTime, or Teams completely before joining.

Check System Settings

Mac

System Preferences → Privacy & Security → Camera → Enable Chrome

Windows

Settings → Privacy → Camera → Allow apps → Enable Chrome

Microphone Not Working

Grant Mic Permissions

Click the microphone icon in your address bar → "Always allow" → Refresh the page.

Select Correct Microphone

Multiple mics (headset, laptop, external)? Open audio settings in the call and pick the right one. Speak and watch the audio level bars move.

Check if You Are Muted

The #1 reason people cannot be heard. If the microphone icon has a slash through it, click it to unmute.

Poor Quality or Freezing

Check Internet Speed

Minimum 1 Mbps for audio, 5+ Mbps recommended for HD video.

Test Speed at Fast.com

Close Bandwidth-Heavy Apps

Close Netflix, YouTube, Spotify, large downloads, and cloud backup services (Dropbox, Google Drive) during calls.

Restart Your Router

Unplug power → wait 30 seconds → plug back in → wait 2-3 minutes for lights to stabilize → reconnect.

Browser Compatibility

Best Performance

Chrome (90+)

Edge (90+)

Firefox (88+)

Limited Support

Safari (some features limited)

Mobile browsers (app recommended)

Internet Explorer (not supported)

Advanced Troubleshooting

Clear browser cache and cookies

Chrome: Settings → Privacy and security → Clear browsing data → Select "Cached images" and "Cookies" → Clear data. Then restart browser.

Disable browser extensions

Ad blockers and privacy tools can interfere. Chrome: Three dots → More tools → Extensions → Toggle off all → Refresh page.

Try incognito/private mode

Opens a clean session without extensions or cached data. Chrome: Ctrl+Shift+N (Windows) or Cmd+Shift+N (Mac).

Turn off your VPN

VPNs can block video calls on NexProLink — on phone and computer. If the join page will not load or the call will not connect, disconnect your VPN and try again.

Still Having Issues?

Contact support with your browser name, OS, error message, and a screenshot.

Video Call Technical Issues