Common problems with video calling

Common problems with video calling

To make a video call, you need a few things, such as a properly functioning camera/microphone, a strong internet connection, and several settings in your browser/device. Read more about the requirements for video calling here.

Supported browsers
Video calling does not work with Safari older than version 12.1.
For supported browsers, navigate to: Which browsers can I use Karify with?

Support for phones/tablets for the Karify app
The app is only supported on Android from version 5 to 12. On Apple iOS from version 10.

Android version 10

Due to Google restrictions, receiving notifications does not always work in Android version 10.
You will not receive a video call if you have moved the app to the background on your phone.
To receive the video call, you must keep the app open. In Android version 11, this has been fixed, and you can once again receive notifications for a video call while the app is running in the background.

First steps to check:
  1. Check the strength of your internet connection. You need a strong, stable internet connection for video calling. The quality of the image and sound scales with the strength of the internet connection. With a weak internet connection, the quality will therefore decrease or the connection may be dropped.
  2. Are you using external devices (e.g., earbuds, speakers, or a webcam)? Then check if they are properly connected and functioning correctly.
  3. Are you using the mobile app? Then check if the app has permission to use your microphone/camera. You can check this in your phone's settings.
  4. Are you using an internet browser on the computer/laptop/tablet?
  5. Check if your internet browser has permission to use your camera/microphone.
  6. Check if your operating system has permission to use your camera/microphone.
  7. Read more about permissions for your camera and microphone here.
The sound/image is stuttering
  1. Check the strength / stability of your internet connection.
  2. If you are using external devices, such as a webcam, microphone, or earbuds, also check that they are properly connected and working correctly.
I cannot hear my contact
  1. Is the sound on your device turned on?
  2. Are you using earbuds or speakers? If so, check if they are properly connected and working correctly.
  3. If your devices are in order and you still cannot hear your contact, it is possible that one of your contact's devices (e.g., the microphone) is not working properly.
My contact cannot hear me
  1. Is your microphone enabled?
  2. Does your browser / phone have permission to use the microphone? Read more here.
  3. Does your operating system have permission to use the microphone? Read more here.
  4. Has your contact enabled the sound on their device?
  5. Are all audio devices (speakers, earbuds, etc.) of your contact connected correctly and functioning properly?

I cannot see my contact

In the first step of video calling, your contact can check their camera. If you cannot see your contact, this may be due to their video calling settings.
You may not see your contact if:
  1. their camera is not functioning properly
  2. their camera is covered/taped over
  3. their system settings do not have permission to use the camera
My contact cannot see me

In the first step of video calling, you can test your image. Do you see your own image in this step?
If not, check if:
  1. your camera is functioning properly
  2. your camera is not taped over or covered
  3. your browser / phone has permission to use your camera. Read more here.
  4. your operating system (on the computer) has permission to use your camera. Read more here.

Is it still not working?

Have all the above steps been unsuccessful? Then try the following:
  1. End the video call and restart it.
  2. Restart the internet browser / app.
  3. Restart the computer.

Still having problems? Then send a message to our Helpdesk via this portal (Ask a question).

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