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Troubleshooting Tips: Video quality issues
Troubleshooting Tips: Video quality issues
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Written by Convo
Updated over a week ago

Experiencing poor video quality during a video call? We got your back! Use this article to identify the problem and follow the steps to solve your issue.

Video quality issues are caused by:

  1. Network connection issues

  2. Device Issues/CPU usage

  3. Firewall issues

1. Network connection issues

If a connection is too poor or inconsistent, noticeable degradation in video quality will occur. The minimum Mbps when using VRS to make and receive calls is 5 Mbps upload speed. You will notice that most download speeds are always more than plenty. However, it is the upload speed that is equally as important because using a video phone is a two-way street. If your Mbps speed does not meet the minimum, it will cause video pixelation or disconnection.

Here's how to improve video quality caused by network connection issues:

  1. Delete and reinstall the Convo app. Sometimes app files are corrupt which may cause the app to malfunction.

  2. Use wired connection (LAN cable) instead of Wi-Fi if applicable

  3. Make sure you are not running other video conferencing software (e.g. Skype, Facetime)

  4. Check out the VPN (Virtual Private Network) app and turn it off. A VPN's job is to encrypt your connection and send it through a secure VPN server. Because a VPN adds extra steps between you and the internet, it’s bound to slow down your connection and affect the video quality.

  5. Restart your modem and router, unplug the power cable for 10 seconds, and plug it back in.

  6. Consider upgrading your internet plan to higher bandwidth.

2. Device issues/CPU usage

Your computer might be running slowly. It might have apps running in the background that use up its processing power, memory, and/or bandwidth.

Here's how to improve the video quality caused by device issues:

  1. Free up memory space and CPU usage by closing all applications and restarting the device.

  2. For your external webcam, use a USB port connected directly to your computer instead of through a hub adapter. If you must use a USB hub, it is recommended to use an externally-powered device in order for it to perform well. (For example, Apple Hub if you use Mac devices).

  3. Ensure the computer has free disk space.

  4. Ensure your webcam hardware is of good quality.

  5. Consider upgrading your computer or mobile device, especially if using older ones.

3. Firewall issues

For firewall issues, check out this article.

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