Troubleshooting your Live call

We hope you never run into issues with your Live call, but we're here for you if you do! Here are some helpful steps you can take to troubleshoot your session.

Granting camera and microphone permissions

When you click on the "Set Permissions" button, you should see the following pop-up dialogue box in your chrome browser. Since the Live call will require us to see and hear you, you have to grant permissions to dscout to use your microphone and your camera. So, please click Allow!

If you've clicked on the "Set Permissions" button, but the permissions prompt doesn't show up, please restart your Google Chrome web browser and try again. Additionally, we recommend taking the following steps to make sure permissions are not blocked for dscout in your Google Chrome web browser:

  1. Open Chrome.
  2. At the top right next to your address bar, click on the More icon > Settings.
  3. At the bottom, click Advanced.
  4. Under "Privacy and security," click Content settings.
  5. Click Camera or Microphone.
  6. Check if dscout is blocked for Camera and Microphone. If it is, remove the existing exception by clicking on the Delete icon to the right of the site.

Helpful tip: If you're using a Chrome device at work or school, your network administrator can set camera and microphone settings for you. In that case, you can't change them here. Lastly make sure you do not have a firewall or pop-up blocker preventing access to this prompt.

Unable to click “Get Started”

If you haven't passed all the checkpoints in your system test, the program will not let you hit the Get Started button at the bottom of your screen. In order for the button to become accessible, you must you must have already installed the Live chrome extension, granted permissions, and pass your system test. Once all checkpoints on the test page are green, you will be able to join the session by clicking on the Get Started button.

The moderator can't see or hear you

If your moderator can't hear you, you might be using the incorrect microphone input source. You can check that you are using the correct microphone by clicking on the dropdown menu on the bottom-left side of your screen.

If your microphone is picking up your feed, the speaker output on the bottom-left side of your screen will show a green bar output. Remember that you can always start a chat with your moderator by clicking on the chat icon found to the right of the screen while troubleshooting.

If your moderator can't see you, please double check that you are using your laptop's native camera (as opposed to an external camera).

If none of these efforts resolve the problem, this is likely due to a firewall issue on the moderator's side.

Poor audio or video quality

Poor audio or video is due to network connectivity. The performance of your call is directly related to the performance of your network.

Below are some basic bandwidth requirements:

Media Data transfer rate
(kilobits per second)
Data transfer rate
 (GB per minute)
HD Audio 40kbps 0.0003 GB / min
Lo-res Video (240x180) +
HD Audio
200kbps 0.00015 GB / min
SD Video (640x480) +
HD Audio
540kbps 0.00405 / min
HD Video (1280x720) +
HD Audio
1.5Mbps 0.01125 / min

In order to enhance your in call experience, please make sure you do not have other apps running, have closed out of as many tabs as possible and are in a location with strong network reception.

Plug-in installation issues

If you can't download the dscout Live Chrome extension, this is likely due to firewall issues. Please double check your firewall and security preferences and try again.

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