Hangouts Troubleshooting

Modified on: Tue, Aug 21, 2018 4:58 PM

Fix audio or video call problems

If the person you’re calling can’t hear or see you, try these steps.

Step 1: Check your hardware

Make sure your microphone, camera, and speakers are plugged in to your computer and turned on (microphone isn’t muted).
If you connect any of your hardware using USB, check if you need to install software from the device manufacturer.
Make sure other programs on your computer aren’t using your microphone, camera, or speakers.
At the bottom of the video call window, make sure you’ve turned on the microphone or camera .

Step 2: Check your Hangouts settings

At the top of your video call window, click Settings .
Make sure the correct device is selected for each setting (change it using the Down arrow ): Camera : If your camera is working, you’ll see your video on the top right.
Microphone : To test your microphone, speak out loud and ask if the other person can hear you.
Speakers : To test your speakers, click Test.

Step 3: Restart your call and computer

Exit and rejoin the video call.
Restart your computer.

Step 4: Ask the other person to troubleshoot

If you can’t see or hear the other person, ask them to try the steps above.

If you’re still having problems, contact the TalentLaunch Help Desk to further investigate the issue

Browser freezes when screenshare is selected in Hangouts

This can be caused if the computer is using incompatible video adapters or video drivers.

To fix it, upgrade the computer's video adapters and video drivers to the latest version.

Windows

Download current drivers from manufacturer’s website (find correct model # in Device Manager) - Instructions

For Nvidia video adapters, go to the Nvidia website.

For AMD/ATI video adapters, go to the AMD website.

For Intel video adapters, go to the Intel website.

Run installation program and restart computer

Mac

Click the Apple menu and choose Software Update.

If an update is available for your video adapter, install it.

Chrome

Updates are handled automatically by Google. When your Chromebook downloads a software update, near your account photo, look for Update .

To finish the update, click Update Restart to Update.

Your Chromebook will restart.

Change a site's camera and microphone permissions

Open Chrome .
At the top right, click More Settings.
At the bottom, click Advanced.
Under "Privacy and security," click Content settings.
Click Camera or Microphone.
Turn Ask before accessing on or off.

To remove an existing exception or permission, to the right of the site, click Delete