Troubleshooting Connection Problems

I have poor image quality, e.g., the image has static or keeps freezing.

Possible Causes:

 • Bandwidth consumption too high for the network

Possible Solutions:

 • Decrease bandwidths

 • Reduce image resolution

The call/meeting keeps dropping the connection.

Possible Causes:

 • Poor network connection, e.g., low-quality cellular connection

Possible Solutions:

 • Reduce bandwidths

 • Reduce image resolution

 • Use a higher quality network connection of at least 50 ms RTT

I'm trying to call someone, but the call won't go through.

Possible Causes:

 • The person is currently in a call

 • The person's status is set to "Busy"

 • The person is offline

Possible Solutions:

 • Check your Internet connection

 • Send a text chat message to confirm availability

I'm not receiving calls.

Possible Causes:

 • Speaker volume is too low

 • You are not logged in to swyMed

 • Your status is set to "Busy" or "Invisible"

 • No Internet connection

Possible Solutions:

 • Turn up speaker volume

 • Check your swyMed status

 • Check your Internet connection