Troubleshooting video call 1-2-1 sessions

If you find you are experiencing problems with your video calls when speaking to (e.g. slowness, blurriness, freezing, or other issues) then please try the steps outlined below.

Try these things first:

Make sure you have a strong internet connection (Wi-Fi, 5G, or 4G).
Check your internet connection by seeing if websites load in your web browser.
Double check that you're using the latest version of the InsideOut app.
Sit close to your Wi-Fi router if at home and avoid moving about during the call.
Fully close the app and restart it.
Restart your device.

No luck? Take a look below for more things to try:

Problems occurring	Things to try
Video or audio quality is poor. Video is slow, blurry, or freezing. Audio is out of sync. Other person sounds like a robot. Can't see or hear the other person. Call is disconnecting. Can't join the call.	If using home Wi-Fi, make sure your device is connected and you are close enough to the router. If using free or public Wi-Fi (e.g. in a coffee shop), consider using mobile data instead. Public Wi-Fi is not usually good enough for video calling. Sit closer to your Wi-Fi router (walls and metal objects can obstruct the wireless signal). Avoid moving around whilst on calls - wireless signals are naturally stronger and weaker in different places due to the way they bounce off objects and get absorbed by them. Restart your Wi-Fi router (it'll usually take a few minutes to reconnect to your broadband provider). If using mobile data, make sure you have a strong 5G or 4G connection - 3G, Edge, or lower won't be enough. Double check that you're using the latest version of the InsideOut app - you can check this by visiting the Google Play Store or Apple App Store and searching 'InsideOut'.
Can't join the call. Call won't start. Call disconnects immediately.	Verify that the internet is currently working well on your device by visiting a web page in the internet browser. Double check that you are not connected to the internet via a VPN network - this may prevent video calls from working properly. If using a corporate/work network, consider using mobile data or your home Wi-Fi instead - some corporate networks block connections that haven't been pre-approved by the IT department.
Other person can't see or hear me. Camera doesn't start.	Make sure you have granted permission for the InsideOut app to access your camera and microphone. To check permissions for the InsideOut app go to your device settings, find the InsideOut app, and confirm that the camera and microphone permissions are enabled.
App is crashing.	Double check that you're using the latest version of the InsideOut app - you can check this by visiting the Google Play Store or Apple App Store and searching 'InsideOut'.
It's still not working!	Try fully closing the InsideOut app and re-opening it. Try restarting your device, sometimes this gives a chance for software or network updates to be properly applied to your device. Try deleting the InsideOut and reinstalling it - you can safely delete all InsideOut data from your device, as soon as you login again it will be restored.

ℹ️ Video call quality is heavily dependant on the strength of both your internet connection and the internet connection of the person you're talking with. Many things can reduce signal strength including:

Being too far away from the Wi-Fi router.
Having walls, lead pipes, or metal objects in between you and the router.
Walking around the room or moving between rooms.
Walking around outside (if on mobile data).
Using free or public Wi-Fi such as in a coffee shop - these connections are usually very slow and not suitable for video calls, not to mention they're very insecure!
Being close to a source of interference such as strong radio signals, cordless phones, baby monitors, halogen lamps, wireless doorbells, stereo or computer speakers, fairy lights, power cords or electrical wiring, dimmer switches, TVs, and so on.
Using microwave ovens at the same time as your call.
Having more than one Wi-Fi router in your home if they're not appropriately configured.
Having objects that are designed to absorb or reduce electromagnetic radiation (this will include Wi-Fi and mobile signals) in your home.
Poor quality internet connections (e.g. noise on your home broadband line, or a patchy mobile connection).
Not using a broadband filter with your router or not plugging the router into the master socket.
Your broadband or mobile data provider having network issues.
Your device switching between Wi-Fi and mobile data or vice versa.
Someone restarting your Wi-Fi router whilst you're on a call.
Leaving your router turned off for a while - after you turn it back on your router will take 5-10 days to optimise the speed of your broadband connection, during this time you might experience periods of slow connectivity.

🆘 If after trying the above troubleshooting measures you are still experiencing problems connecting via video call, please get in touch with us at [email protected].