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Troubleshooting / Common Issues

This guide covers common issues you might encounter while using Flow Labs and how to resolve them.

Connection Issues​

Cannot Join Session​

Symptoms: Unable to join a session, loading indefinitely, or connection errors.

Solutions:

  1. Check Internet Connection

    • Verify you're connected to the internet
    • Try loading other websites

  2. Clear Browser Cache

    • Chrome/Edge: Ctrl/Cmd + Shift + Delete
    • Firefox: Ctrl/Cmd + Shift + Del
    • Safari: Cmd + Option + E

  3. Try Different Browser

    • Use Chrome, Firefox, Safari, or Edge (latest versions)
    • Avoid older or unsupported browsers

  4. Disable VPN

    • Some VPNs may interfere with connections
    • Try disabling temporarily

  5. Check Firewall

    • Ensure Flow Labs isn't blocked by firewall
    • Allow WebRTC traffic

Poor Connection Quality​

Symptoms: Video freezing, audio cutting out, or pixelated video.

Solutions:

  1. Check Bandwidth

    • Recommended: 10 Mbps upload/download minimum
    • Close other bandwidth-heavy applications
    • Pause downloads/uploads

  2. Use Wired Connection

    • Ethernet is more stable than WiFi
    • If using WiFi, get closer to router

  3. Reduce Video Quality

    • Turn off video if audio-only is acceptable

  4. Close Other Programs

    • Close unnecessary browser tabs
    • Close other video/streaming apps

Disconnected During Session​

Symptoms: Suddenly kicked out of session.

Solutions:

  1. Rejoin the Session

    • Click the same link to rejoin
    • Your spot is usually preserved

  2. Check Internet

    • Verify connection didn't drop
    • Restart router if needed

  3. Try Different Network

    • Switch to mobile hotspot temporarily
    • Use different WiFi network

Audio Issues​

Microphone Not Working​

Symptoms: Others can't hear you, microphone icon shows slash.

Solutions:

  1. Check Browser Permissions

    • Click the lock icon in address bar
    • Ensure microphone permission is allowed
    • Chrome: Settings → Privacy → Site Settings → Microphone
    • Firefox: Preferences → Privacy & Security → Permissions

  2. Select Correct Device

    • Click microphone icon → Settings
    • Choose correct input device
    • Test by speaking and watching the meter

  3. Check System Permissions

    • macOS: System Preferences → Security & Privacy → Microphone
    • Windows: Settings → Privacy → Microphone
    • Ensure your browser has access

  4. Close Other Apps

    • Close apps that might be using the microphone
    • Examples: Zoom, Skype, Discord

  5. Restart Browser

    • Close and reopen browser
    • Rejoin the session

Echo or Feedback​

Symptoms: Hearing your own voice back, or feedback noise.

Solutions:

  1. Use Headphones

    • Best solution to prevent echo
    • Prevents speakers from feeding into microphone

  2. Mute When Not Speaking

    • In large meetings, mute by default
    • Unmute only when talking

  3. Reduce Speaker Volume

    • Lower system volume
    • Move microphone away from speakers

No Audio from Others​

Symptoms: Can't hear other participants.

Solutions:

  1. Check Volume

    • Verify system volume is up
    • Check browser tab isn't muted
    • Look for mute icon on browser tab

  2. Select Correct Output

    • Ensure your device audio output is correctly configured
    • Choose correct output device (speakers/headphones) in system settings

  3. Ask Others to Unmute

    • They might be muted
    • Check their microphone icon

Video Issues​

Camera Not Working​

Symptoms: Black screen, no video, camera not detected.

Solutions:

  1. Check Browser Permissions

    • Click lock icon in address bar
    • Allow camera access
    • May need to refresh page after allowing

  2. Select Correct Camera

    • Click camera icon → Settings
    • Choose correct video device
    • Preview should show your camera

  3. Close Other Apps

    • Close apps using your camera
    • Examples: Zoom, Skype, Photo Booth, FaceTime

  4. Check System Permissions

    • macOS: System Preferences → Security & Privacy → Camera
    • Windows: Settings → Privacy → Camera

  5. Restart Camera

    • Unplug and replug USB camera
    • Restart computer if built-in camera

Poor Video Quality​

Symptoms: Blurry, pixelated, or low-quality video.

Solutions:

  1. Improve Lighting

    • Ensure you're well-lit from the front
    • Avoid backlighting (windows behind you)
    • Use lamps or natural light

  2. Check Camera Settings

    • Increase video quality in settings
    • Select higher resolution if available

  3. Check Bandwidth

    • Run speed test
    • Close other apps using internet

  4. Clean Camera Lens

    • Wipe laptop camera gently
    • Clean external camera lens

Video Freezing​

Symptoms: Video pauses or freezes but audio continues.

Solutions:

  1. Improve Internet Connection

    • Use wired connection
    • Move closer to router if using WiFi

  2. Lower Video Quality

    • Reduce resolution to save bandwidth
    • Turn off video if necessary

  3. Close Background Apps

    • Free up CPU/memory
    • Close unnecessary programs

Screen Sharing Issues​

Cannot Share Screen​

Symptoms: Screen sharing button doesn't work or fails.

Solutions:

  1. Check Browser Permissions

    • Some browsers require special permissions
    • macOS: System Preferences → Security & Privacy → Screen Recording
    • Add your browser to allowed apps

  2. Use Supported Browser

    • Chrome, Edge, Firefox support screen sharing
    • Update to latest version

  3. Try Different Share Method

    • Share entire screen vs. window
    • Try sharing a specific tab

Poor Screen Share Quality​

Symptoms: Shared screen is laggy or low resolution.

Solutions:

  1. Close Unnecessary Windows

    • Less content to encode
    • Improves performance

  2. Share Specific Window

    • Instead of entire screen
    • Reduces data to transmit

  3. Reduce Screen Resolution

    • Temporarily lower your display resolution
    • Makes content easier to encode

Dashboard Issues​

Cannot Log In​

Symptoms: Login page doesn't work or credentials rejected.

Solutions:

  1. Check Credentials

    • Verify email and password
    • Check for typos, caps lock

  2. Reset Password

    • Click "Forgot Password" link
    • Follow email instructions

  3. Clear Browser Data

    • Clear cookies and cache
    • Try incognito/private mode

  4. Try Different Browser

    • Test with another browser
    • Update current browser

Credits Not Showing​

Symptoms: Credit balance shows incorrectly or not at all.

Solutions:

  1. Refresh Page

    • Hard refresh: Ctrl/Cmd + Shift + R

  2. Check Transaction History

    • Go to Credits section
    • Verify recent transactions

  3. Contact Support

Cannot Create Room​

Symptoms: Room creation fails or button doesn't work.

Solutions:

  1. Refresh Dashboard

    • Reload the page
    • Try again

  2. Clear Browser Cache

    • Clear cache and cookies
    • Restart browser

Encoder Issues​

For encoder-specific troubleshooting, see the Encoder Setup guide.

Browser-Specific Issues​

Chrome​

  • Camera/Mic Access: Check chrome://settings/content
  • Clear Data: Settings → Privacy and security → Clear browsing data

Firefox​

  • Permissions: about:preferences#privacy → Permissions
  • Clear Data: Options → Privacy & Security → Cookies and Site Data

Safari​

  • Permissions: Safari → Preferences → Websites
  • Clear Data: Safari → Clear History

Edge​

  • Similar to Chrome (Chromium-based)
  • Settings → Privacy, search, and services

Still Having Issues?​

If you're still experiencing problems:

  1. Update Everything

    • Update your browser to latest version
    • Update your operating system
    • Update camera/audio drivers

  2. Try Different Device

    • Test on another computer
    • Try mobile device

  3. Contact Support

    • Email: support@flowlabs.live
    • Include:
      • Browser and version
      • Operating system
      • Description of issue
      • Error messages (if any)
      • Screenshots (if applicable)

Useful Information to Provide​

When contacting support, include:

  • Browser: Chrome 120, Firefox 121, Safari 17, etc.
  • OS: Windows 11, macOS 14, Ubuntu 22.04, etc.
  • Connection: Wired/WiFi, speed test results
  • Error Messages: Copy exact text or screenshot
  • Steps to Reproduce: What you were doing when issue occurred