For recordings with 3+ participants, 1 participant is able to be heard/seen by at least 1 other participant but not by the other participant(s).

For recordings with 2+ participants where 1 participant cannot be heard by anyone, please see this article for troubleshooting.

In this article:

Issue

Causes

Troubleshooting

Issue

For recordings with three or more participants, there is an issue where a participant can be heard/seen by someone else but not by everyone. I.e. one participant is able to be heard/seen by at least one other participant but cannot be heard/seen by the other participant(s).

Causes

When you and your guests meet on a Zencastr Recording Page, 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.

The speed and stability of each individual participant’s internet connection is an important factor in how smoothly everyone is connected via the VoIP call.

This issue where one participant can be heard/seen by some but not by others most frequently happens when:

  • Host or guest has a slow or unstable internet connection.

Less frequently, this might happen when:

  • Host or guest has browser security extensions installed that block Zencastr.

  • Host or guest is connecting from a network that has strict security settings (e.g. a company, university, hotel, etc.) that blocks Zencastr.

Troubleshooting

The affected participants try in this order:

1. Everyone refreshes the Zencastr page

  • Sometimes just having all participants refresh and then rejoin the recording page can connect everyone.

    • When guests refresh they will be taken to the green room and should rejoin the recording page by clicking Join Recording.

2. Host and guests do a speed test to make sure the internet connection meets the minimum requirement of at least 10 Mbps for both the download and upload speed.

  • The host and guests run a speed test using this link.

  • If the internet connection doesn’t meet the 10 Mbps download and upload speed minimum, this can be difficult to address in the moment but the participant(s) could try:

    • Connecting to a different network

    • Connecting to a hardwired network

3. Host and guests disable any browser security extensions.

On Chrome

  1. Open Chrome.

  2. At the top right, click the 3-dot menu icon.

  3. Select More Tools.

  4. Select Extensions.

  5. On the extension, slide the toggle to the left.

4. If the host or any 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.

5. Contact Zencastr Support

If none of the above steps work, contact Zencastr Support via chat or email.

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