In a recording with three or more participants, one participant can be heard or seen by at least one other participant, but not by everyone. Use this article to help you troubleshoot.
For recordings with three or more participants where one participant cannot be heard by anyone, please see this article for troubleshooting.
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.
Since the VoIP call depends on each participant's internet connection, this issue usually happens when:
The host or guest has a slow or unstable internet connection.
Less frequently, this might happen when:
The host or guest has browser security extensions installed that block Zencastr.
The 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
The affected participants should try the troubleshooting steps below in order.
Step one: 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.
Step two: run a speed test
The host and guests can 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 participant(s) could try:
Connecting to a different network
Connecting to a hardwired network
Step three: disable any browser security extensions
On Chrome
Open Chrome.
At the top right, click the 3-dot menu icon.
Select More Tools.
Select Extensions.
On the extension, slide the toggle to the left.
Step four: check if the network has strict security settings
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.
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.