During a recording, a guest might get disconnected or drop off several times, use this article to help you troubleshoot.
What causes this issue
When you and your guests meet on a Zencastr recording room, you are connected to one another via an encrypted VoIP call. The VoIP call allows everyone to hear and see each other but is not what is recorded.
Disconnections/drop offs from the VoIP call usually happen when:
The host or guest has a slow or unstable internet connection.
Less frequently, this might happen when:
The host or guest has browser security extensions installed that block Zencastr.
The host or guest is connecting from a network that has strict security settings (e.g. a company, university, hotel, etc.) that blocks Zencastr.
Troubleshooting steps
Ask your guest to follow these troubleshooting steps in order.
Step 1: run a speed test
Run a speed test using this link. If the internet connection doesn’t meet the 10 Mbps download and upload speed minimum, the guest could try:
Connecting to a different network
Connecting to a hardwired network
Step 2: disable browser security extensions
In Chrome:
Open Chrome.
At the top right, click the three-dot menu icon.
Select More Tools.
Select Extensions.
On the extension, slide the toggle to the left.
Step 3: check if network has strict security settings
If the guest is connecting from a company or educational space, they should reach out to their IT team to have them verify that Zencastr is not blocked by a firewall or other security settings.
Still having trouble?
If the error persists after trying the steps above, contact Zencastr Support via chat or email.