1
Stream Video Connection Issues
- Check dashboard for Stream Video connection status
- If status shows 'Error' or 'Connecting', refresh the page
- Ensure you're using a supported browser with WebRTC
- Check that HTTPS is enabled (required for camera/mic access)
- Disable browser extensions that might block WebRTC
Screenshot of Stream Video connection status and troubleshooting
2
Video Not Working
- Check if camera is being used by another app
- Ensure browser has camera permission (check browser settings)
- Try a different browser (Chrome recommended)
- Restart your browser completely
- Check Stream Video call interface for camera controls
Camera troubleshooting flowchart
3
Audio Issues
- Check that you're not muted in Stream Video call interface
- Verify system sound is not muted
- Select correct microphone in browser settings
- Close other apps that might use the mic
- Use headphones to reduce echo and feedback
Audio troubleshooting steps
4
Remoto Eligibility Problems
- If availability toggle doesn't work, check Remoto eligibility status
- Ensure you have at least one approved language pair
- Verify you're joined to the Remoto pool
- Check for pending join requests
- Contact support if eligibility status is unclear
Screenshot of Remoto eligibility troubleshooting
5
Pool Join Failures
- Ensure you have approved Remoto language pairs
- Check that your Remoto profile is active
- Verify timezone is set correctly
- Try leaving and rejoining the pool
- Check for error messages in browser console
Screenshot of pool join error messages
6
Call Initiation Errors
- Verify Stream Video is connected before starting calls
- Ensure payment method is verified (Stripe)
- Check that interpreter is online and available
- Verify language pair matches interpreter's approved pairs
- Try refreshing the page and attempting call again
Screenshot of call initiation error messages
7
Connection Problems
- Check your internet connection speed (use dashboard speed test)
- Disable VPN if you're using one (may block Stream Video)
- Try switching from WiFi to wired ethernet
- Close bandwidth-intensive applications
- Clear browser cache and cookies
Connection troubleshooting diagram
8
Still Having Issues?
- Contact support at remoto.support@proz.com with details
- Include browser type and version
- Note the time and any error messages
- Include Stream Video connection status
- Screenshot any error messages
Contact support button and email
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