Connection issues can disrupt your video or phone calls, but most problems can be quickly resolved by checking your internet connection, browser settings, and device permissions.

## Prerequisites

- An active internet connection
- A supported web browser (Chrome, Firefox, Safari, or Edge)
- Camera and microphone connected to your device (for video calls)

## Steps

### Step 1: Check for connection quality warnings

During a call, watch for orange warning banners at the top of your screen. These appear when the system detects poor internet quality. Messages like 'Your internet connection quality is poor, people may struggle to hear you' indicate upload problems (affecting what others hear), while 'you may struggle to hear others' indicates download problems. If you see these warnings, move closer to your WiFi router, disconnect other devices using your network, or close bandwidth-heavy applications like streaming services.

![Check for connection quality warnings](https://help.together.ly/rails/active_storage/blobs/proxy/eyJfcmFpbHMiOnsiZGF0YSI6MTAwLCJwdXIiOiJibG9iX2lkIn19--c87729deccc41482b91551727c2aa3787e499d46/step_0.png)

### Step 2: Test your microphone and camera before joining

Before joining a call, you'll see a preview screen where you can select your microphone and camera. Use the dropdown menus to choose the correct devices - your microphone appears with a mic icon, and your camera with a camera icon. If you don't see a video preview, your camera may not be working. Try selecting a different camera from the dropdown or refresh the page. Speak into your microphone and check if you can hear yourself to confirm it's working properly.

![Test your microphone and camera before joining](https://help.together.ly/rails/active_storage/blobs/proxy/eyJfcmFpbHMiOnsiZGF0YSI6MTAxLCJwdXIiOiJibG9iX2lkIn19--221071aa6abd47fc7caa04766c9eda713699b4b0/step_1.png)

### Step 3: Grant browser permissions when prompted

The first time you join a call, your browser will ask permission to use your camera and microphone. Click 'Allow' when you see this popup. If you accidentally clicked 'Block', you'll need to manually enable permissions: In Chrome, click the lock icon in the address bar and change Camera and Microphone to 'Allow'. In Firefox, click the shield icon and adjust permissions. In Safari, go to Safari menu > Settings > Websites and enable camera/microphone for the site. After changing permissions, refresh the page.

![Grant browser permissions when prompted](https://help.together.ly/rails/active_storage/blobs/proxy/eyJfcmFpbHMiOnsiZGF0YSI6MTAyLCJwdXIiOiJibG9iX2lkIn19--f616ff33ab7d74a103b7f04c0fbd10678513a54d/step_2.png)

### Step 4: Troubleshoot 'connection lost' errors

If you see a black overlay with 'Lost internet connection, attempting to reconnect' and a spinning icon, your internet connection has dropped. The system will automatically try to reconnect you. While waiting, check that your WiFi is still connected and that other websites load properly. If the reconnection doesn't happen within 30 seconds, refresh your browser page. You may need to rejoin the call by clicking the 'Join by video' button again.

### Step 5: Switch devices if one isn't working

If your camera shows a gray screen or your microphone isn't picking up sound, try switching to different devices. Before or during a call, use the device dropdown menus to select an alternative. For example, switch from 'Built-in Camera' to 'USB Webcam', or from 'Built-in Microphone' to 'USB Headset Microphone'. Make sure any external devices are properly plugged in. If no devices appear in the dropdown menus, check that they're connected and not being used by another application, then refresh the page.

### Step 6: Restart your browser for persistent problems

If you continue experiencing issues after trying the above steps, completely close your browser (not just the tab) and reopen it. This clears temporary connection states and resets device access. When you return to the call, you may need to grant camera and microphone permissions again. For severe connection issues, restart your computer or try switching from WiFi to a wired ethernet connection if available.

## Tips

- Close unnecessary browser tabs and applications before joining calls to free up bandwidth and processing power
- If you're on WiFi, position yourself within 20 feet of your router for the strongest signal, avoiding walls and electronic interference
- Use a wired headset or earbuds instead of built-in speakers to prevent echo and improve audio quality for everyone on the call

## Summary

Most connection and device issues can be resolved by checking your internet quality, ensuring browser permissions are granted, and selecting the correct camera and microphone. If problems persist after trying these steps, contact your organization's support team for additional assistance.