Help CenterSignaling Connection Error
Signaling connection error happens when a user either cannot get connected to the Twilio call, or their connection is dropped or can't be maintained. “Signaling connection” is essentially their process of verifying if a user's client is still connected and getting updates often enough to remain connected. Twilio's description is a bit vague https://www.twilio.com/docs/api/errors/53000
It is caused by the user's network and is generally out of our control. Refreshing the video page should resolve it and allow them to reconnect. If the issue continues to happen, advise them to try to increase the strength of their internet connection by using ethernet or move closer to their Wi-Fi router, etc. They may also need to handle firewall issues, instructions for that are at the bottom of this article.
Video Call Errors
Please read through the errors and their solutions to try to resolve any errors you receive. In additional to testing your devices on the Video Test page, we recommend you go to the following link to test more technical aspects of the technology we use: https://networktest.twilio.com/
If the "Select a Microphone" or "Select a Camera" menus show "Microphone 1" or "Camera 1" instead of the device names you expect, please grant the browser access to your microphone or camera and reload the page.
Speaker/Headphone Issues
If you cannot hear other participants on the call, you may need to change which speaker the browser has selected for audio output. Please follow these steps to change the speaker. Please note, this feature is only supported by Chrome, Firefox*, and Edge at this time:
• Click the arrow menu button on the microphone button. You will see a list of options underneath "Select a Speaker".
• Select a speaker from the options provided until you can hear the other participants.
• If you still cannot hear the participants on the call, make sure the speaker you have selected is not muted by your computer.
• *FOR FIREFOX USERS ONLY: If you do not see the "Select a Speaker" options, you will need to turn on an advanced setting in Firefox to allow this. Open a new tab and type "about:config" then hit enter. You will be taken to a page that asks you to Accept the Risks, click the accept button. Type "media.setsinkid.enabled" into the search bar. Click the toggle button on the right side of the screen to switch the setting to true instead of false. You can now reload the video page and restart the instructions.
Microphone Errors
Not Allowed Error/Permission Denied Error
Error Message: Please ensure that your browser and this application have permission to use your microphone.
Solution: You will receive this error if the website does not have permission to use your microphone. Most browsers will display a pop-up on your screen when you are first trying to connect to your microphone. When that pop-up appears, make sure to click Allow to grant permission to the browser. If no pop-up appears, you can grant permission through your browsers settings page.
• Chrome: Go to the menu and click Settings. On the sidebar menu, click Privacy and Security. Click on Site Settings. Scroll down to the Permissions section, and click on Microphone. Click on "https://gradleaders.com", find the Microphone option under Permissions, and change the dropdown to Allow.
• Firefox: Go to the menu and click Options. Search for Permissions in the search bar. Click the Settings button next to Microphone. Find "https://gradleaders.com" and change the Status to Allow.
• Safari: Click Safari in the top menu and select Settings for this Website. Find the Microphone permission and change it to Allow.
• Edge - Chromium: Go to the menu and click Settings. On the sidebar menu, click Site permissions. Click Microphone, then find "https://gradleaders.com" and change the value to Allow.
Devices Not Found Error
Error Message: Please ensure that your microphone is connected and enabled on your device.
Solution: If your computer does not have a built in microphone, you will need to connect an external device in order to participate in video calls. Once the device is connected, close the browser window and reopen it to ensure the error has gone away.
Not Readable Error / Track Start Error
Error Message: Please ensure that your microphone is not currently in use by another application or browser tab on your device.
Solution: Microphones can only be used by one application at a time on your computer. Make sure none of the other applications currently running on your computer are using your microphone. The best way to do this is to close other applications you do not need while participating in the video call. Once you have closed the other programs, close the browser window and reopen it to ensure the error has gone away.
Constraint Not Satisfied Error
Error Message: Your microphone does not meet the specifications required to use this application.
Solution: Most modern devices should not encounter this error. Web applications rely on specific features of audio devices to properly capture and transmit sound. If you receive this error, your device does not have the features necessary to participate in the video calls. You will need to connect another microphone and select it as your audio source. Once the new device is connected, close the browser window and reopen it to ensure the error has gone away.
Other
If other participants on your video call are unable to hear you but you do not receive any of the errors listed above, please try the following:
• Make sure your microphone is not muted on your computer or via the device itself. The Audio Level indicator on the Video Test page will show you output levels from your microphone.
• If you have multiple devices available to choose from, try switching to a different one. You can do this using the arrow icon on the audio button.
Camera Errors
Not Allowed Error/Permission Denied Error
Error Message: Please ensure that your browser and this application have permission to use your camera.
Solution: You will receive this error if the website does not have permission to use your camera. Most browsers will display a pop-up on your screen when you are first trying to connect to your camera. When that pop-up appears, make sure to click Allow to grant permission to the browser. If no pop-up appears, you can grant permission through your browsers settings page.
• Chrome: Go to the menu and click Settings. On the sidebar menu, click Privacy and Security. Click on Site Settings. Scroll down to the Permissions section, and click on Camera. Click on "https://gradleaders.com", find the Camera option under Permissions, and change the dropdown to Allow.
• Firefox: Go to the menu and click Options. Search for Permissions in the search bar. Click the Settings button next to Camera. Find "https://gradleaders.com" and change the Status to Allow.
• Safari: Click Safari in the top menu and select Settings for this Website. Find the Camera permission and change it to Allow.
• Edge - Chromium: Go to the menu and click Settings. On the sidebar menu, click Site permissions. Click Camera, then find "https://gradleaders.com" and change the value to Allow.
Devices Not Found Error
Error Message: Please ensure that your camera is connected and enabled on your device.
Solution: If your computer does not have a built in camera, you will need to connect an external device in order to share a face cam in video calls. Once the device is connected, close the browser window and reopen it to ensure the error has gone away.
Not Readable Error / Track Start Error
Error Message: Please ensure that your camera is not currently in use by another application or browser tab on your device.
Solution: Cameras can only be used by one application at a time on your computer. Make sure none of the other applications currently running on your computer are using your camera. The best way to do this is to close other applications you do not need while participating in the video call. Once you have closed the other programs, close the browser window and reopen it to ensure the error has gone away. If you are using FireFox, you may need to close the entire browser instead of just the video window to fix this error.
Constraint Not Satisfied Error
Error Message: Your camera does not meet the specifications required to use this application.
Solution: Most modern devices should not encounter this error. Web applications rely on specific features of video devices to properly capture and transmit videos. If you receive this error, your device does not have the features necessary to share a face cam in the video calls. You will need to connect another camera and select it as your video source. Once the new device is connected, close the browser window and reopen it to ensure the error has gone away.
Other
If other participants on your video call are unable to see your video but you do not receive any of the errors listed above, please try the following:
• Make sure your camera is not disabled by your computer.
• If you have multiple devices available to choose from, try switching to a different one. You can do this using the arrow icon on the video button.