Troubleshooting Video Problems

 

Symptom

Possible Causes

Possible Solutions

I can see other participants, but they can't see me.

Possible Causes:

 • Camera not plugged in properly

 • Camera not turned on

 • Not enough lighting

 • Camera is paused or disabled

 • Incorrect camera selected in swyMed settings

Possible Solutions:

 • Plug video camera securely into proper input

 • Turn on camera

 • Increase the lighting on you without shining the light towards the camera

 • Resume or enable your camera

 • Check which video camera is selected in Settings

Other participants can see me, but I can't see them.

Possible Causes:

 • Other participant's camera not plugged in properly

 • Other participant's camera not turned on

 • Other participant paused the video feed

Possible Solutions:

 • Ask participant to check the video camera connection and power

 • Ask participant to resume the video feed

I can't see anyone, and they can't see me.

Possible Causes:

 • Cameras not plugged in properly

 • Not enough lighting

 • The call is still connecting

 • Bandwidth consumption is too high for the network

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

Possible Solutions:

 • Plug video cameras into proper inputs

 • Turn on cameras

 • Increase the lighting on you without shining the light towards the camera

 • Wait for the connection to complete

 • Resume or enable cameras

 • Reduce bandwidths

 • Reduce image resolution

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

I have poor image quality, e.g., the image has static, keeps freezing, or is choppy/skipping.

Possible Causes:

 • Bandwidth consumption is too high for the Internet connection

Possible Solutions:

 • Decrease bandwidths

 • Reduce image resolution

My monitor is blank.

Possible Causes:

 • Monitor not plugged in properly

 • Wrong AV input selected

 • Faulty cables

Possible Solutions:

 • Plug monitor securely into proper input

 • Turn on monitor

 • Verify the correct AV input is selected

 • Reboot video system; if the screen remains blank, try using a different set of AV cables

Blue screen on monitor.

Possible Causes:

 • Alternate camera source selected and not available

Possible Solutions:

 • Check which video camera is selected in Settings