Skip to main content

Internet Connection Troubleshooting (2.0)

  • Updated
Looking for how to troubleshoot the internet connection in OpenReel 1.0? Click here!

The following tips will help you troubleshoot any internet-related issues you may experience.

Disconnect VPNs and/or Firewalls

You must disable any security software such as firewalls that may disrupt the OpenReel servers. No one (including Subjects and Collaborators) should be connected to a VPN or have any firewalls running during a Session. Doing so may lead to platform inconsistencies and unstable connections, ultimately interfering with your recordings. 

Trying to connect to the OpenReel servers through a VPN can:

    • Prevent users from connecting to a Session;
    • Interrupt recording or prevent you from being able to record at all;
    • Interrupt uploading or prevent you from being able to upload at all;
    • Interrupt or prevent video and audio communication between all participants;
    • Prevent participant video feeds from displaying

Internet Speed

When a user enters a room for the first time, OpenReel is able to run an internet speed test. Both the Subject’s and your, the Director’s, download and upload speed should be GREATER THAN 3Mb/s for best performance. Understand that even if the internet is slightly higher than 3Mb/s, this will still be on the lower end of the recommended internet speed.

All internet speed test updates in real-time so you will notice the numbers and bandwidth bars fluctuate. A poor, fluctuating, or spotty internet connection can:

    • result in a user being disconnected from the Session unexpectedly; 
    • produce a lower quality streaming preview of the Subject feeds; 
    • Interrupt, slow down, and/or stop clip recording;
    • Interrupt, slow down, and/or stop the file uploading process;
    • Slow or interrupted audio and video communication between all participants;
    • Delayed communications between devices;

Director's speed

Select the “i” icon in the top right bar to bring up the Application Performance window.

Screen_Shot_2021-06-15_at_10.07.26_AM.png

Screen_Shot_2021-06-15_at_10.05.19_AM.png

Subject’s speed

Select the “i” icon in the top left corner of their preview screen to bring up the Application Performance window.

Note: If your Subject has a poor internet speed, keep in mind that you still will be able to record. What you see in the streaming preview may be a bit pixelated and the time it takes for you to upload videos will take longer than usual.

Screen_Shot_2021-06-15_at_10.04.48_AM.png

Screen_Shot_2021-06-15_at_10.05.32_AM.png
Re-Establish Connection

If you are having issues for any reason, the first step in troubleshooting should be to re-establish your own connection as the Director. Do this by refreshing your browser page.

If there are still recurring issues, re-establish your Subject’s connection by rejoining their device.

IMPORTANT: When recording a Webcam Subject, only refresh your browser or your Subject’s browser once recording has stopped and uploads have completed. If you refresh your browser during an active webcam recording, you will likely lose the footage. 

 

Have Questions? Here's how to reach us:

Remember! You can always check the OpenReel Status Page for real-time updates on the status of our platform, as well as any new updates we release in the future!

Related articles

Comments

0 comments

Article is closed for comments.