In a recording with three or more participants, one participant can be heard or seen by at least one other participant, but not by everyone. Use this article to help you troubleshoot.
In a recording with two participants where the host can't hear the guest, or vice versa, use this article to help you troubleshoot.
What causes this issue
When you and your guests meet in a Zencastr recording room, you're connected through an encrypted VoIP call that lets everyone hear and see each other, this call isn't what gets recorded.
Since the VoIP call depends on each participant's internet connection, this issue usually happens when:
A host or guest has a slow or unstable internet connection (See Step 2).
Less frequently, it can happen when:
A host or guest has a browser security extension that blocks Zencastr (See Step 2).
A host or guest is on a network with strict security settings (e.g., a company, university, or hotel) that blocks Zencastr (See Step 4).
Troubleshooting steps
The affected participants should try thee troubleshooting steps below in order.
Step one: all participants refreshes the Zencastr page
Sometimes having all participants refresh and then rejoin the recording room can connect everyone.
When guests refresh they will be taken to the green room and should rejoin the recording room by clicking Join.
Step two: 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, but the participant(s) could try:
Connecting to a different network.
Connecting to a hardwired network.
Step three: disable browser security extensions
Some browser extensions, ad blockers, and VPNS can block Zencastr.
In Chrome:
Open Chrome.
At the top right, click the 3-dot menu icon.
Select More Tools.
Select Extensions.
On the extension, slide the toggle to the left.
Step four: check if network has strict security settings
If the host or 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.