During a recording, a guest might get disconnected or drop off several times. Use this article to help you troubleshoot.
What causes this issue
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.
Disconnections/drop offs from the VoIP call usually happen 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 steps
Ask your guest to follow these troubleshooting steps in order.
Step one: run a speed test
Run a speed test using this link to make sure the internet connection meets the minimum requirement of at least 10 Mbps for both the download and upload speed. If the internet connection doesn’t meet the download and upload speed minimum, the guest could try:
Connecting to a different network
Connecting to a hardwired network
Step two: disable browser security extensions
Using Chrome:
Open Chrome.
At the top right, click the three-dot menu.
Select More Tools.
Select Extensions.
On the extension, slide the toggle to the left.
Step three: check if the network has strict security settings
If the guest is connecting from a company or educational space, they should reach out to their IT team to have them verify that Zencastr isn't blocked by a firewall or other security settings.
They can provide the IT team with this information.
Still having trouble?
If the error persists after trying the steps above, contact Zencastr Support via chat or email.