Are you having connection issues and can't figure out the problem? Running the following diagnostic tests can help us figure out the problem and help you fix it. 

These tests will take a few minutes to run.

Internet speed test
Run this test to determine your connection speed. Both you and your participant need 500kb/s download and upload speeds to have a good call. 

Network stability test

Run this test to determine the stability of your network. If you get "Network Appears Unstable" while checking latency, then your router or internet service provider (e.g. Comcast, Charter, AT&T) is mostly likely the cause of your quality issues.

Estimate call quality
This tool will predict your expected call quality based on you computer and internet speeds. If you a receiving favorable scores, then the quality issue is likely caused by your participant. 

If any of these tests fail
Have your IT administrator open up access to specific websites and ports used by

Connecting to someone on the same network
Sometimes if you try to have a call with someone on the same network, you can run into conflicts that cause quality issues. Try having a video call with someone else on different wireless networks. 

Failed tests? What now?
Send a screenshot to and we'll help you figure out next steps. 

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